Complaint #98 Grande Vegas Casino

Grande Vegas refusal to pay

By Igor G.

5 years ago

Hello dear AskGamblers team. I have a dispute with the Grande Vegas casino. Hope you can help us solve this problem.
Grande Vegas casino refused to pay me 70 dollars.

I received a free $ 25 coupon from Grande Vegas Casino on my previous deposits. The coupon has a withdrawal limit of $ 180. I was not lucky. I have lost this coupon. According to casino rules, when less than one dollar is left on the account, the coupon rules cease to apply. All progress purchased in games is written off. Which is exactly what happened.
The system wrote off the coupon. I have 63 cents left on my account.Those 63 cents were allowed to withdraw.
I bet on this money. Please note on my last 63 cents. Which are not bound by any rules and obligations. I was lucky here. This last bet had a bonus. The prize game brought me $ 245.The managers of the Grande Vegas casino felt it was too much for me and decided to apply a coupon promotion to this win. I was paid only $ 180. The rest of the money did not immediately dare to write off, but returned to my account in the casino.
They probably wanted to see my reaction. Or somewhere deep down they realized that they were doing wrong

I made several bets on this money. And he put 70 dollars on the withdrawal. That was when he was refused.
My claim is $ 70, which I believe was debited in violation of casino rules

Question.
Why does the casino apply the rules of a coupon that has already been debited by the system?

Disputed Casino Grande Vegas Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

4 years ago

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 Grande Vegas 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.

Grande Vegas Casino

• Representative

4 years ago

Dear Docentigor,

We have reviewed once more your account activity on the 15th of November 2020. We have seen that you used the coupon code 'QXCPH', from which you won $245. As you previously stated, the free bonus has a maximum cash out of $180. The remaining $70 should have been removed and not left on the account, but unfortunately, this was not the case.

On the 19th of December, you noticed that the $70 was still there and requested a new payout, which was denied by our payment team and funds removed from your account.

Our apologies if this caused any confusion.

Best Regards,
Affiliate Capital Team

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Grande Vegas 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.

AskGamblers

• Support Team

4 years ago

Unfortunately, both sides involved in this dispute did not manage to reach a satisfactory resolution. We recommend to player to forward this issue in front of the relevant regulatory body directly. AskGamblers Complaint Team will comply with the regulator's final decision. Until then this complaint is closed and considered as Unresolved.

Grande Vegas Casino Complaint Stats

Resolved 25 / 36

Avg. Amount $399

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Grande Vegas Casino Complaints

See all complaints for this casino

Account verification taken 2 weeks and counting

I have been waiting 2 weeks now for my account verification to complete, something that normally take 48 hours is being delayed for so long, and no support is given whe I reach out to them, other than keep waiting with no answers as to why its taking so long. I personally know there are no issues with my documents or identity; possiblythey are trying to delay a withdrawal I'm currently holding or pressure me to keep playing and loose my money... Whatever the cause might be, 2 weeks is ridiculous!

Resolved

$180

Cheated out of payout

On 3/1/24 I redeemed a coupon & deposited for the 1st time at this casino. I won $2500 on 3/1/24. The payout request was approved & paid 3/5/24.
After this transaction I continued to play at the casino by redeeming additional coupons & depositing. I won again $1620. I requested a payout and in the mean time continuing to play. AT no time did I mingle funds that I had won with
funds from a coupon redemption. My payout request was denied. I was told I didn't follow the rules.
I have played at many different casinos in the past & have never come across this excuse. Typically a casino will not allow you to deposit while you have a pending payout if it is not allowed. Also, I know casinos have been known to overlook a players mistake if they are new to the casino.
I have been very unsettled with the refusal to honor my payout request and I would greatly appreciate if you could review my situation. I do not believe I should be penalized for making a deposit after I had already requested a payout & again, if it wasn't allowed the system should have prevented me from doing so. I know it is possible to do this. Also, when I initially asked about the denial I was told, oh don't worry about it, you know how to play and will win again soon.
Thank you in advance for your help as I am certain this situation is foul play.

Unresolved

$1,620

Declined Payment And Blocked Account

Hello,

I made a withdrawal request of $100 a week ago, Grande Vegas Casino, they reject my withdrawal request and asked to me send the documents. I played here for 8 years and have never met any problems. But they blocked me.

I sent them all the documents. Passport and ID licence.

But just can't log in. No reason.

I think they should pay me before they decided to block me. I deposited about $200 and wanted to safe $100. How they can still have a licence? They should be closed as my account.

ID Alexa333

Resolved

$100

My payment of 800 is on backlog

I verified my account in 2020.

I just recently made an withdrawal dec 1 2023. They sent me an email saying I have to confirm. I made the request and It look like I'm playing from an address that's not on the account. I confirm to that email then they denied my bitcoin withdrawal dec 5th 2023 and made a new request that day and said I had to take pic of me holding my ID and I did. Also I did that back in 2020, they approved my documents.

Dec 6th, the next day pretty fast, it is now the 8th. They said it takes 48 business hours. I did everything they asked to now they're my withdrawal is on backlog please help.

Resolved

$800

Delayed Withdrawal For $2,460

Hello, I have a withdrawal pending from 7/17 for $2460 which shows it was approved and submitted to be paid. I am being told that it is 15 days wait time for it to show up in my bank account and still is not there yet after 18 days by my math. I have talked to customer service in chat and by email and continue to get the run around. I have cashed out many times with various online casinos and never had this problem. Can someone from Grande Vegas contact me to help me get my money. Thanks

Unresolved

$2,460

Account history mot visible at Grande Vegas

I can no longer view my account history. Recently, GVC declined a withdrawal. It claimed it was returning my deposit and keeping my winnings. However, I cannot see the history at all, and my last deposit was $111.11 and it only returned $98. I do not know what is going on and think a glitch may have occurred. I asked GVC to email me my account history. It said it emailed me a .pdf at least twice. I did not receive the emails with the .pdf -- which also may be a glitch. It is difficult to tell without the history. The resolution I am seeking is to have GVC restore my account history and send me an email .pdf with my account history.

Unresolved

Grande casino keeps taking my winnings

I have had this happen twice now, when I first signed up and now, I made deposits and conveniently won nothing but I get 150 dollars on Fridays because of my deposit and daily free spins. The 150 dollars requires a ridiculous 9,000 dollar playthrough then the free spins don't get you anything so they gave us 13 dollars on Friday the 13th. I don't recall the playthrough but you know it was something they don't expect or want you to get. Max withdrawal was 250. I got the playthrough and tried to withdraw 245.00 so of course I get denied with the reason I used consecutive free bonuses, those bonuses weren't free, I paid for them by depositing.

I wouldn't have been able to use them had I not deposited. I want my winnings. They did this with my initial 180 I won when I first signed up and now this. Or they can refund my deposits and close my account. I am sick of them stealing our money and our winnings.

Unresolved

$245

Balance lock

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.

Resolved

$65

Verification is like rocket science

3 months ago I won their bonus. I have 179 usd after completing wagering requirements. When I send my passport they it was cropped, I accept that.

Second time when I send passport with out cropping and holding passport to my face, that time they say they cant see corners of id, and they say small difference in addressee proof (my place is Kozhikode which is also know as Calicut) that's was difference....

Then they request my license and a pic holding license I send with visible all things, then they give me reason that in my license last name not showing only showing initial (In Indian license they don't write last name)

Again they ask passport, this time I go bank and clear small difference in address, (even having lockdown here) then I borrow my friends u iPhone, took passports high resolution pic and holding passport. Now I speak to customer care she say I am not holding passport to my face. My whole body and passport details clearly visible there..

Now I am waiting reply from documents team, I hope they wont insult me this time.

I have all proof with me any players who want to see I will show u guys.

I am requesting to all players.

Resolved

$179

Wrongfully Denied My Winnings

Im reaching out to you to help me retrieve my winning. I have been playing these online casinos for over 2 years. Therefore im aware of all the loop holes that comes with it. I deposited 40 dollars with a 150% match and free spins. I never went over the 10 bet until I knew the money was mine and once I knew I was able to withdraw i knew I have met all the qualifications and thats when I started betting whatever I chose. This is the second time I have encountered a problem with this casino and its was a hassle to get my money the first time. I have deposited alot of money with this casino and it never been a problem taking my money. Right is right and wrong is wrong Therefore I can't deposit anymore money until this is resolved. Can you look into it for me. Thanks in advance!

Unresolved

$2,500