GR88 Casino - Funds disappeared after a software glitch, casino not being very helpful

Darrell Charlesworth United Kingdom
posted on May 17, 2015.

Had over £800 in funds including bonus funds which i was playing through. Placed a few bets and there was a glitch which meant by bets were not actioned and balance was taken. I have complained and been told they are resolving it. it has now been over a week and no further support or communication. My feelings are they knew I would make it t the bonus roll over requirement so just took the funds blaming their software. as there is a time restriction on the bonus this all looks a bit convenient to me!

posted on May 18, 2015.

Dear Mr. Charlesworth,

Thank you for your patience. I have an email into our IT Department to assess the status of your current inquiry. We will keep you posted.


Rory Bennett

posted on May 19, 2015.

Dear Ms. Charlesworth,

According to our logs, 20 of your bets have been rolled-back accounting for the temporary error obtained in the Sportsbook which resulted in these stakes not being properly cancelled. Your balance has been restored to the relevant amount of £867.09 as expected.

Furthermore, note that your £200 bonus has been removed accordingly as per the promotion terms and conditions responding to your wagered bonus. Please contact our Customer Service Department in case you have any further questions or comments on the matter.


Rory Bennett

posted on May 23, 2015.

Are you satisfied with a resolution of your complaint, can we close it? Thank you.

posted on May 27, 2015.

It's a nice practice to confirm if your complaint is resolved or not, thank you.