Ag Awards

Grand Eagle Casino - Contradictory Terms and Conditions

Complaint Info
Disputed casino Grand Eagle Casino
Reason Account closure
gemneye73 Georgia(US) Message
Posted on January 15, 2019

Grand Eagle seems to have contradictory or misleading T&Cs. Do they or do they not accept players from US and UK?

See: https:­//w­ww.g­ra­nde­agl­eca­sin­o.c­om/­ter­ms-­and­-co­ndi­tio­ns.php

I am a US player who was able to register plus make a depost but read section 2.3.

2.3 Due to legal, financial transaction regulations, and commercial reasons, we cannot offer any registrations or process any deposits or withdrawals to and from the following countries:

South Africa
United Kingdom
United States

Yet read 3.3 where it provides an example of a US citizen registered and choosing USD as currency.

3.3. You may only open an account using your country of residence, and also using the currency of that country of residence. For example: US residents must register with their US address as well as choose USD as their currency of play. Should we find that you are operating your account under a false currency (ie. different from your country of residence stated) or claiming offers not specified for your country, your account will be suspended, with any transactions relating to it cancelled and winnings forfeited on the basis of suspicion of fraud.

Then this which is equally confusing:

8.9.4 Withdrawals will only be paid out in the currency of the players residence, where supported (i.e. $ (US, CA, AU), €, £, Krone). All other regions can only play in US$. All winnings accumulated from wagers in an incorrect currency will be forfeited.

Then a mention of UK players under section 9.2 but why mention UK players when under section 2.3 they're not even supposed to register, deposit or withdraw money?

Under section 9.2: Exception: Where free money was used by players from the United Kingdom, Denmark, and Greece, a maximum withdrawal of $50 applies.

Under section 10.

10.2 Only UK players can register with a GBP Currency, contraventions to this will result in a withdrawals being voided and the account in question being closed. All players must register an account with the correct currency for their respective countries. Failure to do so will result in any withdrawals being voided and the casino account closed.Exception: All other players whose currency is not available at our casinos may register to play in USD$. Currencies currently catered for are: USD, CAD, GBP, EUR, SEK, DKK, NOK.

I've submitted a separate complaint re: my $46,000 payout and have no plans of using this casino again, but wanted to get clarity so I can better educate myself and possibly warn others of their confusing T&Cs.

gemneye73 Georgia(US) Message
Posted on January 15, 2019

I would also like clarity on this T&C as well:

"8.3.1 A free player bonus can be claimed only once per person, PC and IP address, family, household address, e-mail address, credit card/debit card number, and environments where computers are shared (e.g. universities, schools, public libraries, workplace etc)."

I signed up for an account, used a few bonuses including 10 loyalty credits and made a deposit - all according to their terms. Never received a free match bonus on my deposit and was sure to playthrough the other bonuses etc. I won on 1/11 around 11pm EST.
My roommate decided to sign up for an account and my son-in-law who lives in a different unit. I have no idea what bonus codes they may or may not have used.

Why would I be in violation of "suspicious" activity, winnings null and void and my account locked when the two people who registered after me, used whichever bonus codes etc. are still able to play? Grand Eagle also asked that they send in their proof of address etc which we did - this was to prove they are different people. I also believe they were playing Treasure Mile, not Grand Eagle but I don't know for sure as Grand Eagle won't provide any proof of any accusation.

The casino does allow more than one bonus code to be used as long as you make a deposit.

So the question is - who gets penalized? ALL players or just the 2nd, 3rd and 4th etc. ?

And if all players are penalized, why are the others still able to play and I as "player #1" am locked out? As of 1/15 they are both able to still log in or is Grand Eagle waiting for them to deposit more money?

How can I see proof that they used the same bonus codes?

Posted on January 18, 2019

Dear GEMNEYE73 and AskGamblers

Thank you for your feedback.

One of the Casino Support Managers will be in touch, shortly, to resolve your query.

Best wishes for the New Year.

Kind regards,

Genesys Support Team

Posted on January 22, 2019

Dear @gemneye73,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

gemneye73 Georgia(US) Message
Posted on January 22, 2019

I did receive a phone call from Grand Eagle support where they walked me through my statement. They allowed me access to my account temporarily.

They did state they don't believe that I have multiple accounts but they are still locking me from my account - no explanation as to why.

I have not heard an explanation regarding their contradictory terms and conditions from my original complaint.

Regarding the multiple bonuses, they cited that I needed to make the $20 deposit in between in each bonus offer and cited this section of the terms and conditions:

8.9.1 In order to qualify for subsequent bonuses, the player needs to make a minimum deposit of $20 between the last bonus credited to their casino account and the date of the next Promotion offer.

However, all throughout their terms and conditions, promotion offers and bonuses are referred to as 2 different things.

8.5.11 Where bonuses or promotions are specifically addressed to an individual or casino account, the offers are only valid in respect of the individual or casino account number, as specified in the communication (offer).

8.6.2 To refuse a promotion or bonus for any reason deemed valid and appropriate including, but not restricted to, promotion abuse by a player.

Etc etc.

Either way, they are applying only portions of their terms and conditions - I am still a United States citizen and they allowed a registration, deposit and the withdrawal is in dispute. *See very first post.

Also, the jackpot winnings, although voided, have never been returned to the Dream Wheel jackpot. I am not sure why they are keeping the winnings as I didn't realize casinos could do this.

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