Complaint #5 Grand Eagle Casino

Using Delaying Tactics On Payment

By Brandon78

11 years ago

So I decided to try this casino, but I wish I never had. Usually an online casino requires document verification from the player in order to process a withdrawal, which I completely understand. However, with this casino, I have submitted multiple copies of those documents and they always reply with "sorry no attachments were found". I finally sent a 3rd email after I kept getting this response, and even attached the final missing document 3 times and in several different file formats… No reply. I even forwarded the email to myself like they suggested to see if I was able to see the attachments. I received them with no problem. I don't understand how tech service cannot resolve the problem to receive a simple email attachment. I really am upset at this situation and I would warn anyone who tries to deal with this casino. You most likely won't be getting your money back for awhile, if at all.

Disputed Casino Grand Eagle Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

11 years ago

@Brandon78,
It's a nice practice to confirm if you complaint is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

@Brandon78,
Can you please confirm that this complaint is resolved, thank you?

Grand Eagle Casino

• Representative

11 years ago

Dear AskGamblers and Player,

Thank you for bringing this matter to our attention.

We have completed a full investigation on the player’s account and have concluded the following:

The Player initiated a withdrawal request on the 5th February and the casino immediately advised the player to provide his verification documents in order to process the withdrawal. This was done via a live chat session with the Support Team and a follow up email was sent after this chat to advise the player of the required documentation required to process the withdrawal. Without verification documents submitted and received in full there is simply no way the casino will process any withdrawal as this forms part of the casino’s terms and conditions.

The Player was advised via email on 5 separate occasions regarding this matter as the first few emails received did not contain any of the required documents. A mail reply was sent on the 5th, 6th, 7th, 12th, 13th February respectively advising that the casino required his complete verification documents in order to process the withdrawal. The player did send emails but his first emails did not contain any attachments and therefore the casino received none of his documents. Prior to the resolution of this the player did manage to send an email which contained some but not all of the required verification documents. The casino Support Team continued to update the player and advised him to please send the remaining documents in order for the withdrawal to be processed. The player was continuously notified of this from the date of his initial withdrawal request and calls were also made directly to the player in order to get the last outstanding documents.

A further email and a courtesy call were made on the 12th and 13th February respectively. The Casino certainly did not avoid its duty or responsibility to the player in trying to process the withdrawal. It is unfortunate that the casino did not receive the required documents with the first emails that were sent by the player.

I am pleased to advise however that this has since been resolved as of yesterday the 16th of February. All documents were received in good order and the withdrawal will be processed. The player has been advised of this.

We apologise for the delay in getting a final resolution and can assure you that the casino prides itself on fast payouts with an excellent track record. What must be mentioned here is that the casino has to ensure that all players return their completed verification documents in order to process any withdrawal and this is non-negotiable.

The Player is welcome to contact the Casino Support Team at any time to check on the progress of the withdrawal.

Once again thank you for bringing this to our attention we hope that you are satisfied with the resolution given.

Yours faithfully

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

Grand Eagle Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $296

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Grand Eagle Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Grand Eagle Casino Complaints

See all complaints for this casino

Withdrawal from over a month ago with no payment

I've talked to live operators and sent emails, and I get the same response every time.

They always say congrats on my win, money is coming, but nothing.

It's only 300.

I dont get why they won't release it since it's already approved.

Over a month now.

Still waiting for my money.

Just starting to think it's a scam

Resolved

$300

Withdrawal stalls

I played at the casino and won a couple of hundred dollars. When I went to take my withdrawal, it was blocked. I was told I had to have more than 50% of my deposits in Bitcoin to withdraw my funds. I added another Bitcoin deposit, and it allows me to process a withdrawal. I waited 2 hours, and nothing has been credited to my Bitcoin wallet. I contacted the casino's live chat and was told my withdrawal was under review and that my funds would be released within 24 hours. I continue to play, racking up another 2 withdrawals to my account. After 24 hours, I checked my account, and nothing was there. I again contacted Live chat and was told that the withdrawals had to be reviewed by the finance department and that this would take another 24 hours. This process all started on Friday, the 17th of April. I am now expecting my funds by Sunday, but I am told the finance department does not work on weekends and that they will be available on Monday. When I check back on Monday, I am told that all withdrawals go into a flushed stage, and after they are flushed, the funds are released within 48 hours. I just wanted to let you know that I will check back on Wednesday, nothing. I am back in contact with the live chat to be told it's not 48 hours, it's 72 hours, and my funds will be released on Thursday. When I finally reached out to them on the 24th of April, I was told not to check back until Tuesday, the 28th of April, and that she would expedite my withdrawal request. I was told all week that my withdrawal was being expedited. I went to get a copy of the chat log, but it's been removed. It has been almost 9 days, and I still have not received my withdrawal. I have a total of 5 withdrawals for a total of $901.50. I do believe that by Tuesday, I will hear another reason why I did not receive my funds. I hear a different excuse every time I contact them about why I have not received my funds. I keep jumping through hoops to keep adding more time to why I have not received my funds. I need your help, please.

Resolved

$902

Contradictory Terms and Conditions

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:

Australia
Curacao
France
Germany
Hungary
Netherlands
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.

Unresolved

Account closed, refund delayed

Hello, Please help me. I deposit and play grandeaglecasino. Later, I can not enter. Invalid email or password. I go to the chat : No worries Julia,your country is part of restricted countries meaning you are not allowed to play in our Casinos. But since you made deposits and played with us,our financial team has be notified (your case has been escalated) of this issue and will refund your money.You should have feedback on Monday.Please note you will not be able to access or play with your account. On Monday chat again. : Julia i do see that the have processed the refund already, it can take up to 14 to 21 business days Why should you wait so long? Thank you. Bye.

Resolved

€20

Stalling tactics

On 8/30/12 @ 4:33 am I made a withdrawal of $550.00. Later that afternoon I received an email asking for a copy of my DL, etc; which I immediately emailed. Later I received a reply stating that there weren't any attachments. I verified that the original email did have the attachments, but I sent again anyway. After that I did not receive a reply. I contacted LiveChat and was told that this time they hadn't received the email at all. Okay, so now I faxed the documents 2x. Once again I did not hear back, so I contacted LiveChat again. Now they stated "Oh we're having a problem with faxes...please email". Once again I emailed. No reply. Contacted LiveChat again and they asked that I send in a "picture format". Okay, I then emailed in .jpeg format. Once again no reply. Then I proceeded to send from work email address in .pdf and .jpeg formats. After days again of no reply, I finally receive an email requesting the documents. Once again I emailed, no reply. On Sept 3rd I contacted LiveChat again and now they stated that I would be contacted shortly by a manager. Hours later I receive an email stating that they haven't been able to receive attachments in a week and that tech support was working on it. Now two days later again and still no response. I do not for a minute believe them. They make millions of dollars and their tech support cannot fix a simple email issue?

Resolved

$550