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PlayGrand Casino - Funds removed from account with no reason

RESOLVED
Posted on September 12, 2017

I received 50 no deposit spins as a sign up offer and duly won £10 which was credited into my account, I began to play various slots and built up a total balance of £1000, after continuing to play i logged of leaving a balance of £615, my stakes ranged from 20p to a maximum of £4.
When i next logged back on the whole amount had disappeared!
(this happened at 8.10pm on the 07/09/2017).
The following morning i logged on and contacted playgrandcasino via the live chat and asked the question why my funds had disappeared and why was i never informed, the answer i was given was there was a technical fault and they would contact me via email once the issue has been resolved, 4 days have now passed and still getting the same answer from the live chat admin, the worst thing about this issue is that no one ever informed me and it seems like Playgrandcasinos have no duty of care to their clients.
Please can anyone help before i seek legal advise which will cost me but im willing to do.
Kind
Steve

Posted on September 13, 2017

Hello Kol1974,

First of all, I would like to apologize for any inconvenience caused. We most definitely do have a duty of care to our players. In this case, we informed you that unfortunately, we were experiencing some technical problems which caused bonus money to be converted to a real cash balance without any wagering.

As soon as this issue was identified it was fixed by our technical department all falsely awarded cash balances were removed from the account.

As per our terms and conditions, wagering only starts once a deposit has been made, therefore it is clear to see that as you didn't deposit, you could never have had a real cash balance. Of course, you would still have a bonus balance though, which would be subject to our wagering requirements before being able to be converted to a cash balance.

Please contact us by e-mail should you have any further questions regarding this and we will be happy to award you with the sign-up bonus if this is something you'd like. Once again, our sincere apologies for the inconvenience caused.

Best regards,
Amber

Posted on September 13, 2017

Hi Amber, thankyou for your reply.

I would like to raise a fews issues regarding your response.

You said "you informed me that you were experiencing technical problems"
that is not the truth as i contacted you via live chat and asked the wuestion as to why my funds had disappeared, not once have i received an email explaining the issue.

Why has the balance of £615 not been transferred to my bonus account as you mention, i can then meet the wagering requirements, you choose to delete the amount as there was a technical error?

Kind Regards

Posted on September 13, 2017

I would also like you to explain your no deposit free spins policy if
Kind Regards

Posted on September 15, 2017

Email received at 8.55am which i find absolutely ludicrous, a typical example of a Casino doing exactly what they want, still no explanation of what the technical issue was.
I joined another site yesterday offering free spins courtesy of Askgamblers, i won £5 from free spins which went straight into my cash account.

I like the quote "we have recieved feedback from the responsible department" then they copy and paste 9.5 from their TandCs, seems like a Casino takes a hit on their free spin offer then all of a sudden there is a system malfunction, I wonder if I deposited £500 cash what the outcome would be?

Can anyone give an insight into this issue please

Hello Stephen,

Kindly note we have received back answer from the responsible department regarding the Microgaming bonus you received.

Referring to the following chapter in our Terms and Conditions;

9.5 Right to Void

Playgrandcasino reserves the right to void any winnings that were obtained as a result of hardware/software error or malfunction. Players found abusing such errors/malfunctions are subject to having their account closed and any deposits and/or winnings forfeited. In the event of a Website system malfunction all wagers are void."

The bonus was added as cash to your account and adjusted accordingly. Unfortunately this decision will not be reversed.

Kind regards,

Posted on September 18, 2017

Hello KOL1974,

Kindly note I have again reviewed the chat history and you were informed about the technical issue happened the first time you contacted the Live Chat about this issue (7th of September). However as our Technical team needed some time to investigate the matter in consultation with the game provider, you were e-mailed later on throughout the process.

As stated in our terms, any winnings that were obtained as a result of hardware/software error or malfunction winnings can be forfeited. However as you were still entitled to playing your no deposit welcome spins we have re added the 50 no deposit spins to your account after the matter was resolved and we can see you already played them. As explained before, in order to start wagering the released bonus winnings you have to make a deposit.

Again our apologies for the inconvenience this technical issues has caused and the time it has taken to sort it.

Kind regards,
Sophie
PlayGrand Casino

Posted on September 18, 2017

Hello KOL1974,

As you might not have records of the chat history I attached a print screen of our chat archive system, this was the first time you contacted us via Live Chat about the issues. We hope everything regarding this matter has been clarified now, if not feel free to reach out again.

Kind regards,
Sophie
PlayGrand Casino

AskGamblers
Posted on September 22, 2017

Dear @kol1974,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on September 22, 2017

Hi, I did not stand a chance of my funds being returned, there was no explanation as to what happened just a technical issue, not at all fair and a total scam, If i had deposited £600 and lost all of it would a technical issue been highlighted then...i think not.
Kind Regards

Posted on September 22, 2017

Hello KOL1974,

We are sorry to hear that the provided explanation and solution did not meet your expectations. In the e-mail sent to you it was explained that bonus money wrongfully turned into cash on your casino account balance. As you did not make a deposit this should normally be technically impossible.

The technical issues only appeared on a few accounts that were not funded, but obviously any irregularities regarding players accounts, being cash or bonus, will be addressed by us in the most fair possible complying with our terms and UK license regulations. Kindly note the actions taken are fully compliant with the terms you agreed upon registration.

Kind regards,
Sophie
PlayGrand Casino

AskGamblers
Posted on September 26, 2017

Dear PlayGrand Casino,


AskGamblers Complaints Team is kindly asking you to send us a proof that the issue existed and that you have communicated and dealt with Microgaming.

Posted on September 26, 2017

Thankyou for asking this question as in my mind i am not 100% certain that this actually happened and it wasnt just a case of someone winning £615 from free bonus spins, if the fault was that the money went into a cash account by mistake then why couldnt they credited that value to my bonus account.

I recently used another site where I received bonus spins and my winnings went into a cash account??


Regards
Stephen Greenfield

Posted on September 26, 2017

Dear askgamblers,

Please be informed we have forwarded all information available.

Dear Stephen,

Kindly note that each casino has the right to apply her own terms, you should also know that our terms are fully compliant with the UK Gambling Regulations. Again we apologize for the error but we think the actions taken are fair as we have re added the spins to your account and they are in line with the terms you agreed upon registration.

Kind regards,
Sophie
PlayGrand Casino

Posted on September 29, 2017

Dear Stephen,

As said before, the information regarding the error as sent by our Technical Team has been been forwarded to and reviewed by Askgamblers and we would like to provide you with some more details regarding the technical error.

The tech team of our White Label has explained it to us as follows: It was a system error at our side. We previously had a scenario under which a bonus account was released due to low balance but that releasing bet could then have winnings and so the bonus account would gain balance. And so it could then release more than one time due to low balance. We made a change in the workflow for bonus release in order to avoid this edge case as it is simply confusing. The change was that the funds would only release at the start of the debit before any stake was taken.
That was the bonus account would release to cash and the stake would be taken from cash, leaving the bonus account released and finished with. Unfortunately the change inadvertently allowed bonus accounts for unfunded players to be released due to low balance (<=£1.00 or equivalent). This was compounded by the release process not expecting users not to be funded and led to the cash being released and the bonus money not actually being zeroed. So each subsequent bet would then release the remaining bonus money as cash funds.

It is a bit of a technical story but we hope it makes more sense to you now. Also, our apologies regarding informing you that the error was on the side of the Game provider, we learned just a few days ago that this was a result of a misunderstanding between our Technical Team and the PlayGrand Support Team.

In sum, there was a technical error and based on the terms mentioned earlier on we think that the actions taken are fair fully compliant with the terms you agreed upon registration.

Kind regards,
Sophie
PlayGrand Casino

AskGamblers
Posted on September 29, 2017

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that PlayGrand Casino acted in full compliance with their Terms & Conditions. The software glitch was acknowledged and casino acted according to their term #9.5. Player received new free spins but, unfortunately, player never deposit and he was not entitled to his winnings according to term # 10.1.(vi)


9.5 Playgrandcasino reserves the right to void any winnings that were obtained as a result of hardware/software error or malfunction. Players found abusing such errors/malfunctions are subject to having their account closed and any deposits and/or winnings forfeited. In the event of a Website system malfunction all wagers are void.


10.1.(vi) If you have never made a deposit, any gameplay using bonus funds will not unlock bonus funds or bonus winnings from free spins and all winnings will return directly to your bonus account until you make your first deposit. All funds in your bonus account at the time of first deposit will be subject to standard play-through requirements.


Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for PlayGrand Casino.

PlayGrand Casino Complaints

  • 7 of 7 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,023 USD avg amount

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