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Grand Wild Casino jackpot winnings confiscated?!

RESOLVED
Complaint Info
Disputed casino GrandWild Casino
Reason Declined payment
Posted on May 16, 2014

Hello,


I have played the Grand Wild Casino with 5 Euro and I have used a coupon and received free spins for it. I have played some slots and won a jackpot around 4400$. In the terms of conditions you can read "Please note that our jackpots cannot be won with virtual (bonus) money bets." I have won the jackpot and have screenshot of the betting history where you can see that the bet for the game was used of my real money at this moment and a screenshot where you can see that the jackpotmoney was on my real money account, first. After verify my account the money was on the Virtual Money Balance. I have contacted the support You can read the discussion here :


"­nam­e:*­***­******

Hello,


I am a little bit confused. I´ve won a jackpot around 4000Euro. First I have seen all the money in my real money account. Then I played further slots and all my money with I have used to play went to my bonus money. Now I have 5 Euro real money and 4195Euro bonus money. What’s about this issue? I know that you can’t win a jackpot with bonus money. But I had 5 Euro real money in my account and I had bet this for the jackpot win. If I have not really won the jackpot I ask you why is it possible to win the jackpot if the jackpot is not real. And would the money go back in the jackpot if the money will deleted of my account? Otherwise it’s easy to let all players win a Jackpot with bonus money so that the casino never had to pay the full amount of a Jackpot. Thank you very much for answering my questions.

10:57

Hello?

10:59

Anybody there?

10:59

Thank You for your question. The money you have won are virtual, as to win jackpot in real money you have to play for real money. That's why your jackpot has been transferred into virtual money. Now when you will meet bonus wagering requirement your winning will be converted into real balance. please note, maximum winning amount in case of playing with the bonus is deposit x 10.

11:05

Yes thats what I mean. I have played for real money and I have it on viedeo and screenshots because I am writing a review for kasinocheck.eu. The jackpot was also won on your site and resettet to 3000$. That means if I have the wagering I can withdrawal 10x5Euro = 50 Euro. The difference for the casino is 4400$ - 50$ . A win of 3350$ in place of paying 4400$. But everybody thinks somebody has won a jackpot of 4400$. Nice buiseness model. Also you think a player which is lucky to win a jackpot and then its not really a jackpot would like the casino and make a deposit again?

11:06

If You would play without the bonus money would be transferred into real, you have been using the bonus in this case money counts as virtual. for full information please read Terms & Conditions:

http:/­/ww­w.g­ran­dwi­ld.c­om­/en­/te­rms­_an­d_%­D1%­81o­ndi­tions/

11:09

Thank you I will clear the content on askgamblers.com. I think you have to use a software which enabled to win the jackpots in bonusplay to create a fair game without frustrade gamblers

11:11

Every user can read terms & conditions before playing at GrandWild casino. We don't have any hidden conditions. All players can read about using bonuses, getting jackpot e.t.c. We do apologize if You got confused with that.

11:16

Yes and you can read there " You can´t win jackpots with bonus money" That means to me its not possible and not you can win it but then its just simulate to ohter players you can win here big. But the software only let win jackpots with bonus money.

11:17

Software let win jackpot with or without bonus. as the software is absolutely random. You can also read about that in Terms & Conditions (gaming fairness)

11:21

Ok thanks a lot. I think its a litle bit fairer if I write about this on askgamblers.com. So it would be much more public to this content and everybody will know. So its a help for your casino to explain the Terms and conditions clearly to the customers :) Have a nice day

11:21

It's every players right to write a comment or review about the casino. We only hope it will be fair review. Have a good day and do not hesitate to contact our support team in case of any questions.

11:22

closed the chat"


I think it’s not fair to gamblers to let them win jackpots which are not payable and simulate to other gamblers that somebody win a big jackpot at the casino.

Maybe somebody else has have a similar problem with this casino?

Thank you very much


 

AskGamblers
Posted on September 16, 2020

Dear all,

This complaint has been reopened as per GrandWild Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on September 17, 2020

Dear SMARKMGIZ and AskGamblers team,

We do understand and apologize that we have totally missed this complaint out and didn't respond in time, however, we are willing to provide our point of view and explanations of the situation with our Casino terms. Of course, a long time passed and we did some changed on our terms and improved our services.

As we understood from the complaint, the player received a bonus and won a Jackpot in the game, therefore, his winnings were corrected to the maximum possible amount. Jackpot games are not available for a bonus balance play, however, some of the bonus games can give player big wins or even in-game Jackpots. In this case, the player is allowed to play with this big win and to complete bonus wagering requirements, however, winnings from the bonus will be always auto-corrected to the maximum winning amount. Winnings from free bonuses were corrected to 50 EUR.

According to Terms and Conditions that were in place back in 2014 paragraph 14. It is hereby stipulated that all of the Jackpots which the player could win while wagering and playing with virtual (bonus) money shall be voided and the player shall not be entitled to withdraw such winnings.

You can review our Terms & Conditions (from 2014) here: https:­//w­eb.a­rc­hiv­e.o­rg/­web­/20­140­328­232­307­/ht­tp:­//w­ww.g­ra­ndw­ild.co­m/e­n/t­erm­s_a­nd_­%D1­%81­ond­itions/

In this case, everything has happened according to Casino rules.

Players are always welcome to play with real funds if they are not willing to be limited in any way. However, if a player claims a bonus there might be winning limitations.

Please accept our apologies for the delayed answer and let us know if you need any additional information.

AskGamblers
Posted on September 19, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that GrandWild Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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