Complaint #74 Grand Mondial Casino

Avoiding withdrawal

By WatsonJo

1 year ago

Message on forum

Withdrawal made on 27 February. Support chat team said withdrawal was released on 3 March. Support chat said swift bank transfer withdrawal timeframe 6 to 10 business days casino terms and conditions swift bank transfer typically 24 hours up to 3 business days. On 14 March received an email from the rewards payments team saying that they required an additional form of ID either birth certificate or passport. Casino already holds copy of drivers license to bank accounts to debit cards and a utilities bill. On the 16th received an email from the payments team saying that they require a second form of government ID stating my full legal name and my nationality as this is not on my drivers license. The withdraw as for $1500 500 of that originally being a $2000 withdrawal that they hadn’t processed and I was reversing $100 lots. They have charged me a $50 withdrawal fee and I also received an email on the third saying congratulations to withdraw has been approved.

Disputed Casino Grand Mondial Casino

Reason Delayed payment

Amount $1450

Discussion

AskGamblers

• Support Team

1 year ago

Dear @WatsonJo,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

WatsonJo

• 1 reviews

1 year ago

The entire time I was waiting for the withdrawal the chat team had told me that the funds had been released and swift transactions took 6-10 business days to process. On the 10th day I got the email from the payments team requesting passport or birth certificate. There was no mention as to why. I only found that out 4 days later from one of the amazing chat staff. Then once I was told why they reversed the funds back into my account and I have since played it

Grand Mondial Casino

• Representative

1 year ago

Hi there
It seems that since the player did not send through the requested ID, the funds were refunded back to us by the processor and we refunded the withdrawal back to the player's casino account.

The player has since played with these funds.

Cheers

AskGamblers

• Support Team

1 year ago

Dear @WatsonJo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Grand Mondial Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Grand Mondial Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $535

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Grand Mondial Casino Complaints

See all complaints for this casino

The casino does not want to withdraw the winnings

Hello.

I hope I will get your support.

I played at the Grand Mondial casino, and I made a withdrawal request. The amount is 760 Euros. The casino didn't withdraw my winnings because they asked me to verify my identity. I sent them my ID and proof of address. The proof of address was approved, but they rejected my ID because it was not in English. This is absurd, because I am from Kazakhstan, and we do not issue identity cards in English. I explained to them in the support chat that my document has my name in English on the back, and that if they accept players from my country, they must be able to read the documents. Or then not to accept players from countries whose documents they cannot confirm.

I sincerely hope for your help in this matter, because I believe that the casino just wants to take my money from me. Please help me.

Resolved

€760

The casino stole my 370 euros

Hello. I sincerely hope for your help. I played at the Grand Mondial casino and requested a withdrawal of my funds to my skrill wallet in the amount of 370 euros on May 29, 2023. Accordingly, I received a letter from them that they received my request and that I will receive my funds in 2 banking days.

Yesterday was June 1, and all those days were working days, but I didn't get my money. Instead, I received a letter from them requesting my documents. Of course, I sent all my documents right away, and logged into my account to see what happened to my withdrawal request. I saw that my money is not in my account. It just doesn't even have a request history. I was surprised and wrote to their support in chat. At first the bot in the chat said that my request for withdrawal of funds in the amount of 370 euros has already been processed and sent.

But they didn't help me in the chat. When I asked where my money went, they told me to write to the service that requires documents. Following the documents, I wrote a letter to their service, asking where the money from my account went. But there is no answer from them.

So I think this company just ripped me off and now ignores me without giving any answers about it. I will send you screenshots as proof of the correctness of my words. Here you will see that I really requested payment, and that there is no information about this money in my account. The money is gone. Support is silent...

Please help me get my funds back. Thank you very much, my best regards M.

Resolved

€370

Stole funds of 560e

Good day. I am filing this complaint with the hope of your help. Grand Mondial Casino has stolen my funds from my account and is ignoring me. I registered with them and played games, on April 13 I requested a withdrawal, they wrote that they received my withdrawal request and that I will receive the funds in two banking days. However, after two banking days, I have not received the funds. so I logged into my account to check what happened. I saw that there are no funds in my account, and they are not reflected in my withdrawal history. They also do not appear in any transactions. I asked in the support chat why this is happening and where are my funds. They told me that they have the funds, and they will send them to me immediately after I pass the inspection of the KYC. ok I agreed and sent them all the documents they asked for, the next day I got a notification that my KYC process was successfully completed and my account is now verified. But I did not receive the funds again. They asked me to wait two more banking days, I waited 4 days, but again I did not receive the funds. I went back to chat to find out why I still haven't received my funds, but was told to write this question to their email and that the team would get back to me. I wrote two letters with a frequency of several days, I did not receive a reply to any of my letters. Every time I go to the support chat to find out where my funds are and why there is no trace of these funds in my account, they just ignore me and say they can't help. I asked them to give me the contacts of the company that regulates their activities, but they did not give me an answer to this question either. I am asking you to help me figure out where my funds are and why the Grand Mondial so rudely stole them from me, hiding the traces of my money in my account. I send you a screenshot that shows that I actually issued a withdrawal request 560 euros, and a screenshot that shows in my account that these funds were never there.

Resolved

€560

Not quite fair with my $1,500 payment

I tried withdrawing $1500, waited the waiting period and all. I sent in all the proper documents and was told the money was sent. When they said they had sent the money I showed them screenshots of my bank statement proving I did not receive anything. They proceeded to tell me the payment didn’t do through and that it went back into my account. Now I am trying to re-withdraw and they are no longer allowing it because I have .78$ of bonus play. In order to spend that .78$ I must first lose the entire 1500$. I put all my bank info correctly and rechecked it too.

Resolved

$1,500

Deposit not credited to my account, but deducted from my bank account

Hi Team, I have tried to deposit 10$ for my grand mondial account, amount was deducted from my bank account twice but not credited to my Grandmondial Account. It was almost 5 days, till today amount was not credited.My Used id is HMRM0378564910. I am attaching the Screenshots of my Grand Mondial Account and my Bank account. Please check and do me the favor.

Rejected

$10

Withdrawal pending too long

hello im wondering whats going on with grandmondial casino , i made a withdrawal of 200$ , now its more than 4 days that i m waiting then they never send my money. i tried to contact them but no one to help on live chat. im so sad now i cant believe that grandmondial does that to me because its not a first that i asked for withdrawal.can someone please tell me whats wrong.

Resolved

$200

£150 disappeared

i signed up for grand mondial casino because of the great no deposit offer in which i won £100 but i had to make a deposit to access that money so i deposited £20 i then was told i couldn't withdraw that £100 i had to wager £3000 before i could withdraw any money which i think is a massive rid off on its own but they don't stop there. so i start playing with my £120 and after 2 spins i get it up too £150 which i thought wasn't bad but then on a £3 stake my £150 soon disappeared and i was let with £0.24 after 15 minutes of playing dont fall for there bonus and think its good its nothing but a scam..

Rejected

Unfair Blackjack Dealer

I recently signed up at Bet365.com and Grandmondial.com and some other sites wher i play only Blackjack. I noticed one thing particularly at Grandmondial.

As long as u r betting less (example 1 to 5$) the system lets u win a fair share of games. But when u bet bigger amounts like 10$ to 50$ u can end up losing like 7 to 8 games in a row with the dealer sometimes dealing himself the miraculous 21's from even a hole card 6!!!

While i understand that a losing streak is very much part of the game what happened to me is something different. I also continuously lost when i Doubled down on totals like Hard 11 with the dealer dealing me an Ace to make my total a Hard 12.

This has happened too many times and is not acceptable. And yes, this happens when u bet high.

One thing i have learnt is that the higher u bet less is ur chance of winning! there is something fishy going on.

If anyone thinks I am wrong is blaming the Casino I would definitely like to have ur view.

Resolved