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Grande Vegas Casino - Balance lock

RESOLVED

Complaint Info

Disputed casino

Grande Vegas Casino

Amount

$ 65

Inactive user
Posted on December 1, 2021

Grande Vegas casino has blocked my funds. There is no way to make a conclusion. Contacting the support team did not give any results. All conditions of the coupon are met in full and without violations. I ask you to help me in obtaining my winnings. I do not know the real reason for this attitude towards me as a gamer, and I would like to understand this issue with your help. My claim 65 usd.

Inactive user
Posted on December 2, 2021

I have fulfilled the coupon conditions in full.
My balance remained in the bonus account
I contacted the casino operator via chat and asked to explain to me why this happened. The operator could not answer this question.
and said that he would send the answer to me by mail. And so it happened.
November 30th 5:19
Dear Igor,
Thank you for making Grande Vegas your gaming choice!
This email serves as a follow-up to your withdrawal query. The matter has been forwarded to the relevant team for further review. You will be updated as soon as possible.
Your patience and understanding are much appreciated.
We invite you to come and Chat with us to find out our hottest games!
Should you require any further information or assistance, please feel free to contact us anytime.
Enjoy playing in the Casino!
Best regards,
Naricca
GrandeVegas Casino Support

May I know the real reason for the delay in my payment?
No answer
I am filing a complaint
No answer
02. 11. 21
Alishia
Hi, welcome to Casino Support. My name is Alishia and I'm happy to help you today. 🙂
Me
hI Alishia
I played the wager. Why doesn't the money go from the bonus balance to the main account?
Alishia
I have checked your account and can see you still have an active playthrough left.
Your bonus must be completely wagered before payouts can be requested.

You can complete your playthrough (wagering/betting requirement) by continuing to bet and wager in the casino.
Me
He won back
Playthrough Remaining: $0.00
I have fulfilled the conditions of the coupon
Alishia
From what I can see on your account, you still have an active playthrough $1,500
Me
https:­//y­out­u.b­e/L­IZz­NqTQtEs
I have 0.00
I won back this bonus
Alishia
I recommend you to clear your cache/cookies first and login again to see your current bonus.
May I assist you with anything else?
Me
I see him all the time
Didn't I play at all?
Alishia
We can see that you still have an active playthrough on your account. We highly suggest you to clear your cache/cookies first and login again to see your current bonus.
Me
Let's take a screenshot
Alishia
In case you still don't see any playthrough amount, then please take a screen shot and send it to us.
Me
How much should I play according to your vision?
Alishia
I have enabled the option for you to upload files now. Upload a file.
Me
Let's send
Are you doing this on purpose?
Alishia
No, Igor. We don't have influence on your account nor to your games.
Please stay with me will double check your account.
Me
I cannot send a screen your site is not accepting
Ok
Alishia
Please allow me a moment.
I am still looking into your query. Thank you for your patience.
Thanks for holding again, Igor. May I ask are you still on any open slot game?
Me
Not now
Alishia
It seems you still on the feature which you have not finish yet that is why your bonus still shows active on your account
Me
Which one?
Alishia
Could you please try to take a screen shot of your game?
What do you see right now on your screen ?
Will you be able to take a screen shot that and send it here?
Me
I can’t submit your site doesn’t accept
Look on YouTube
Alishia
Okay can you please try to spin on any slot game one more time?
Me
Ok
Alishia
Thank you for doing that 🙂
All good now you have completed everything 🙂
Me
Everything went
Alishia
The bonus balance has been completely converted and your current balance is $66.26 🙂
May I assist you with anything else?
Me
I have contacted you twice. Was it impossible to do it right away?
Alishia
What do you mean? I'm not sure I follow what you're saying
Me
You have submitted my question for processing
I have been waiting for three days
Alishia
It should goes away automatically, however, in your case your last spins gets triggered. As soon as the feature was over, the balance was adjusted all spins included in a feature are part of the last PAID spin 🙂
Me
You have decided everything in 5 minutes
Another question
Who won the tournament?
https:­//y­out­u.b­e/j­Ieb­2FuDYVE
Alishia
May I have your tournament ID and tournament number?
Me
5 minutes

Inactive user
Posted on December 2, 2021

It took only 5 minutes to resolve my question. They made me wait three days. Are all issues resolved only after filing a complaint? Grande Vegas, can I continue playing on your site? Will the administrator interrupt my game? Can I count on your honesty?

Inactive user
Posted on December 2, 2021

You knocked me out of two tournaments where I was in first place.

Posted on December 2, 2021

Dear Igor,

We are very sorry to hear that you were having some troubles with our casino.

Please note that we have accepted your payot request and, it should be processed within the next 48 business hours.

Moreover, we regret to inform you that at the moment, there are no tournaments available, but your money has been reimbursed and credited back to your account; please accept our apologies for any inconvenience caused.

If you need any further help, please let us know.

Best regards,
Eli

Inactive user
Posted on December 2, 2021

Dear AskGamblers team, after filing a complaint on your Grande Vegas casino site, they kindly agreed to pay me my winnings.
Thank you all for your participation. Grande Vegas I thank you for the apology. Hopefully my next payout doesn't make me so worried.

AskGamblers
Posted on December 2, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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