Ag Awards

Grande Vegas Casino,do they know what are they doing?

Posted on August 29, 2015

First of all i do know and understand their T&C,but the question is,do they know what they are doing?

How can they allow you to play,even claim the bonus for me,before that ,they even checked my account and after telling me i cant withdraw the money because i broke their T&C,well Grande Vegas you made me,actually force me to break your T&C ,giving me green light to play,knowing i am not allowed to play.

On the 19.08 i received email fro Grande Vegas 25$ free chip,they were having some maintenance updates so they send all the players 25$ FREE chip to all their players.Me using my mobile,when i opened their email i couldn't see the code,so I asked assistance from their live chat support.The lady from the chat first asked my user name,so she can "CHECK MY ACCOUNT" so right after telling me that i should forward the email to their grande­veg­asn­ews­@sw­ift­new­son­lin­

I have forward their email back at them,so right after 5 minutes receiving email that "THEY" have claimed the code instead of me and the free chip was already in my account.So i played and wagered the bonus asked for a withdraw and got email payout denied ,because i have broke their T&C.

Right after i messaged them again,telling them its their fault,but I got answer they wanted to tell me ,i have used more free chips and i am not allowed to use that bonus when i was asking help from the live chat ,but i got disconnected and because of that,they couldn't notify me !!!! What a lie!!!

Yes i got disconnected,but after that i spoke again with some other member from the live chat and right after i received the confirmation email that i have the free chip in my account.

If they wanted to inform me via live chat .they could do that the second time we spoke or when they send me the confirmation email ,they could stop all the thing then,now they even lie, that the reason I was not told, that i got disconnected ,so that's the reason they didn't tell me,please spear me of lies,this was your fault not mine,letting me play,pretending that you are checking our accounts and the true is you don't even bother to do that.

I broke your T&C, but before that i asked for your help,but your mistake is worst then mine,you as a casino shouldn't have such a crucial mistakes,so i am asking Grande Vegas Casino to take some responsibility of my case,that's not the way you treat your players!

Posted on August 27, 2015

Dear Kxxxxxxxx,

Thank you for providing us with feedback about our Casino.

We appreciate our customers ‘ both positive and negative opinions as they serve as a valuable source of information for us.

Kxxxxxx, we have taken our time to review your complaint as well as to check all the interactions with Support Agents.

We have noticed that Support agents were happy to assist you with your query and the code has been successfully redeemed to your account shortly after your request.

Generally, Support agents advise our customers on wagering terms and conditions of a particular coupon and promotion, however a final decision on a requested pay-out is made by our financial services.

Kxxxxx, if you would have contacted our Casino Support to check if you are eligible for the pay-out or not, we would have gladly advised you that winnings most likely would be voided. As this communication did not take place, it was our Payments team who had to notify you about the rejection of the withdrawal.

Besides, we´d like to note that by signing up and playing at Grande Vegas, every player automatically agrees to our Promotional Terms and Conditions. As we try to act in the interests of our customers, we always advise them to read our T&Cs before requesting a pay-out or contact our Support team to check if all the rules were upheld.

We regret to hear that you were not satisfied with your recent experience with Grande Vegas and we will take certain measures to avoid such misunderstanding in the future.

Feel free to contact us if you have any further questions or concerns.


Grande Vegas Affiliates

Posted on August 29, 2015

As i suspect that nothing good will come from it,but was curios what their casino rep would answer,as for its answer,not satisfied at all,but still you can close the complaint.

Posted on August 29, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

Grande Vegas Casino Complaints

  • 19 of 24 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 251 USD avg amount

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