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Grande Vegas Casino - Grande Vegas refusal to pay

RESOLVED
Complaint Info
Disputed casino Grande Vegas Casino
Reason Declined payment
Posted on December 5, 2020

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?

AskGamblers
Posted on December 10, 2020

Dear all,

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

Docentigor Kazakhstan
Posted on December 14, 2020

I'm completely at a loss. Will a decent casino ignore its customers? Are things really that bad?

Docentigor Kazakhstan
Posted on December 14, 2020

Dear AskGamblers team . Don't take this as spam, I have to say it.
I have doubts about the honesty and decency of this casino. The latest game is proof of this. In addition, I was banned from participating in tournaments. They stopped responding to my letters. I would still like to get a response from the casino representative. I cannot do this without your help. I ask you to provide me this service

AskGamblers
Posted on December 14, 2020

Dear @Docentigor,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

AskGamblers
Posted on September 17, 2021

Dear all,

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

Docentigor Kazakhstan
Posted on September 17, 2021

Hello dear AskGamblers team.
This is not the complaint I wanted to answer. I have filed a complaint about my IP being blocked. At the moment, I can only log into the casino site through a VPN. I am interested in the question
Why did the casino block my IP address?

AskGamblers
Posted on September 17, 2021

Dear @Docentigor,

The AskGamblers Complaint Team is kindly asking you to submit a separate complaint, should you face problems with other issues which are not part of the present case.

Thanks for your cooperation.

Posted on September 17, 2021

Hi there,

We want to ask you to submit a separate complaint kindly. This one has been resolved, and the player has access to the tournaments as well.

Thank you!

Kind regards,
Grande Vegas Casino Representative

Posted on September 17, 2021

I have filed an IP blocking complaint. But for some reason, the AskGamblers team decided to resubmit this particular complaint. thanks for communication

Docentigor Kazakhstan
Posted on September 17, 2021

This is what I asked for

AskGamblers
Posted on September 17, 2021

Dear @Docentigor,

Kindly notice that you requested reopening of complaint. Since this particular complaint has been Unresolved, it was reopened. Complaint which was never published is not possible to be reopened. In case that you are facing problem with other issue, which is not part of the present case, please make sure to submit NEW complaint.

Anyhow, we are kindly asking you to confirm whether the original subject of this particular complaint has been resolved or not?

Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Kindly be in aware that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Docentigor Kazakhstan
Posted on September 17, 2021

I filed this complaint almost a year ago. On your site, the casino administration ignored this statement, not even deigning to answer. And as you remember, you closed the complaint as unresolved. The question was closed
I tried to find a fair solution on a similar site Casino Guru.
The complaint was resolved in favor of the casino on their website. That's the whole story.

I have not requested to open this complaint at this time. I don't know why you remembered this story.

AskGamblers
Posted on September 18, 2021

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.

AskGamblers
Posted on October 7, 2021

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.

Posted on October 7, 2021

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
Posted on October 7, 2021

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.

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