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Grande Vegas Casino - Verification is like rocket science

RESOLVED
Complaint Info
Disputed casino Grande Vegas Casino
Reason Verification issues
Amount $ 179
sunu888 India
Posted on September 1, 2021

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.

Posted on September 1, 2021

Dear Sunanth,

Our Grande Vegas Casino Verification Service Team has replied as follows:

"Dear Sunanth,

Thank you for choosing GrandeVegas Casino.

We have received your email with the documents. Thank you. We were not able to complete the verification process, as the Proof of Address submitted cannot be accepted.

We ask that you kindly take a clear, legible picture of the document and email:

- A proof of address (utility bill or Bank Statement showing the name and address registered on the account) was issued within the last 90 days.

We ask that you please take clear, legible digital pictures. Please ensure that the entire document is visible (no portion should be cut off/cropped). Please note that partially cut-off/cropped photos will not be accepted and will result in delays.

Should you require any further information or assistance, please feel free to contact us via email or chat."

Please, note that a utility bill (water, electricity, internet, tv, phone, etc.) is enough.

Kind regards,
Grande Vegas Casino Representative

sunu888 India
Posted on September 1, 2021

i appreciate ur reply ,finally they approved my passport,, but there is no clear answer why address proof is rejected

i want clear answer from dear rep....

i send address proof is my bank statement as pdf (dont know u guys need printout it and take photo of
site account address and statement address is same i am uploading both screen shots

AskGamblers
Posted on September 4, 2021

Dear Grande Vegas Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on September 6, 2021

Dear Sunanth,

As mentioned before, we could not complete the verification process, as the Proof of Address submitted cannot be accepted because the state mentioned on your account was different.

Please reply to our email explaining why the state was different. It would be helpful if you can send another proof of address, like a photo of a utility bill (water, electricity, internet, tv, phone, etc.)

Thank you so much for being so understanding.

Kind regards,
Grande Vegas Casino Representative

AskGamblers
Posted on September 6, 2021

Dear @sunu888,

The AskGamblers Complaint Team is kindly asking you to assist the Grande Vegas Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

sunu888 India
Posted on September 6, 2021

bro what are u saying in you saying in your site there is no chance to write (other than usa uk or aus) ..

that is default ,,how its not active to write anything there,,,,,,my state is kerala in india

how it will come if u dont give option .


bro this is too much i am adding screenshots what you guys have in state section

this so bad this much big casino making silly excuses for not paying 180 usd

BRO plz check screenshots i am attaching now ,,,,
am requesting to ask gamblers to see also how they are making excuses

Posted on September 8, 2021

Dear Sunanth,

We are still waiting for your email as you agreed on the last chat interaction, which is why we did not reply to this thread.

To complete your account verification, our relevant department needs an alternative proof of address, like a photo of a utility bill (water, electricity, internet, tv, phone, etc.)

Thank you so much for being so understanding.

Kind regards,
Grande Vegas Casino Representative

AskGamblers
Posted on September 12, 2021

Dear @sunu888,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Grande Vegas Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

sunu888 India
Posted on September 13, 2021

please give me time i waiting for internet bill to arrive

sunu888 India
Posted on September 13, 2021

i i send my ineternet bill a pdf file frim 15th aug to untill today ,, and i write to documents team that in thier site they have only usa ,ca ,aus states ,,,so i choose outside usa ca ,aus option

i hope now they wont reject tell silly excuse ,,, even they approve i know still they will make withdrawal process long may a month ..plz ask gambelers help me

Posted on September 16, 2021

Dear Sunanth,

Thank you for sending the alternative proof of address. Your account is now verified.

You have received the following email:

"We have received your email with documents attached. Your account has been updated and documents approved.

If you have any further questions, please get in touch with us via email or chat, and a Customer Support Agent will be happy to assist you."

Thank you for your collaboration.

Kind regards,
Grande Vegas Casino Representative

AskGamblers
Posted on September 16, 2021

Dear @sunu888,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. 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.

Please keep in mind 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.

sunu888 India
Posted on September 16, 2021

Thank you for verification thx to Ask Gamblers and casino rep,but i am still not happy fully

now another drama will start , i hope it wont be like some others who write about grande vegas ,hope they wont delay payments by making worthless reasons .i hope no more documents drama...
i want to deposit and play this casino i like some of their slots and i am addicted to that,,,but problem is if i deposit big amount and win i afraid they wont pay for small 179.12 usd they holding for more long

This casino good better than some US based casinos ,,,but i will only give good review and rating after i get my rightful wining, i was having plan to stream this casino slots in my twitch and you tube to get more subscription,, i kindly request casino rep to make ur payments fast

i play live casino games ,their payments maximum one day..i hope grande Vegas do like that too...i will update when my withdrawal status change from requested to another

AskGamblers
Posted on September 20, 2021

Dear @sunu888,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

sunu888 India
Posted on September 20, 2021

thank you to all who helped me both ask gamblers and casino rep ,, finally i got payment 179.12 usd as bitcoin

i recommand this casino to all ,,only one problem their verification process is very slow ,,but once i its verified ,withdrawal was done with in 2 days that was ok with me ....this casino legit and pays i

i am requesting ask gamblers to close this case and thank u

AskGamblers
Posted on September 20, 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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