Ag Awards

Grand Eagle Casino - Using Delaying Tactics On Payment

Complaint Info
Disputed casino Grand Eagle Casino
Reason Verification issues
Brandon78 United States Message
Posted on February 21, 2015

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.

Posted on February 17, 2015

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

Posted on February 21, 2015

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

Posted on February 25, 2015

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

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