Account closed, refund delayed

I played at the casino and won a couple of hundred dollars. When I went to take my withdrawal, it was blocked. I was told I had to have more than 50% of my deposits in Bitcoin to withdraw my funds. I added another Bitcoin deposit, and it allows me to process a withdrawal. I waited 2 hours, and nothing has been credited to my Bitcoin wallet. I contacted the casino's live chat and was told my withdrawal was under review and that my funds would be released within 24 hours. I continue to play, racking up another 2 withdrawals to my account. After 24 hours, I checked my account, and nothing was there. I again contacted Live chat and was told that the withdrawals had to be reviewed by the finance department and that this would take another 24 hours. This process all started on Friday, the 17th of April. I am now expecting my funds by Sunday, but I am told the finance department does not work on weekends and that they will be available on Monday. When I check back on Monday, I am told that all withdrawals go into a flushed stage, and after they are flushed, the funds are released within 48 hours. I just wanted to let you know that I will check back on Wednesday, nothing. I am back in contact with the live chat to be told it's not 48 hours, it's 72 hours, and my funds will be released on Thursday. When I finally reached out to them on the 24th of April, I was told not to check back until Tuesday, the 28th of April, and that she would expedite my withdrawal request. I was told all week that my withdrawal was being expedited. I went to get a copy of the chat log, but it's been removed. It has been almost 9 days, and I still have not received my withdrawal. I have a total of 5 withdrawals for a total of $901.50. I do believe that by Tuesday, I will hear another reason why I did not receive my funds. I hear a different excuse every time I contact them about why I have not received my funds. I keep jumping through hoops to keep adding more time to why I have not received my funds. I need your help, please.

Grand Eagle seems to have contradictory or misleading T&Cs. Do they or do they not accept players from US and UK?

See: https://www.grandeaglecasino.com/terms-and-conditions.php

I am a US player who was able to register plus make a depost but read section 2.3.

2.3 Due to legal, financial transaction regulations, and commercial reasons, we cannot offer any registrations or process any deposits or withdrawals to and from the following countries:

Australia
Curacao
France
Germany
Hungary
Netherlands
South Africa
United Kingdom
United States

Yet read 3.3 where it provides an example of a US citizen registered and choosing USD as currency.

3.3. You may only open an account using your country of residence, and also using the currency of that country of residence. For example: US residents must register with their US address as well as choose USD as their currency of play. Should we find that you are operating your account under a false currency (ie. different from your country of residence stated) or claiming offers not specified for your country, your account will be suspended, with any transactions relating to it cancelled and winnings forfeited on the basis of suspicion of fraud.

Then this which is equally confusing:

8.9.4 Withdrawals will only be paid out in the currency of the players residence, where supported (i.e. $ (US, CA, AU), €, £, Krone). All other regions can only play in US$. All winnings accumulated from wagers in an incorrect currency will be forfeited.

Then a mention of UK players under section 9.2 but why mention UK players when under section 2.3 they're not even supposed to register, deposit or withdraw money?

Under section 9.2: Exception: Where free money was used by players from the United Kingdom, Denmark, and Greece, a maximum withdrawal of $50 applies.

Under section 10.

10.2 Only UK players can register with a GBP Currency, contraventions to this will result in a withdrawals being voided and the account in question being closed. All players must register an account with the correct currency for their respective countries. Failure to do so will result in any withdrawals being voided and the casino account closed.Exception: All other players whose currency is not available at our casinos may register to play in USD$. Currencies currently catered for are: USD, CAD, GBP, EUR, SEK, DKK, NOK.


I've submitted a separate complaint re: my $46,000 payout and have no plans of using this casino again, but wanted to get clarity so I can better educate myself and possibly warn others of their confusing T&Cs.

So I decided to try this casino, but I wish I never had. Usually an online casino requires document verification from the player in order to process a withdrawal, which I completely understand. However, with this casino, I have submitted multiple copies of those documents and they always reply with "sorry no attachments were found". I finally sent a 3rd email after I kept getting this response, and even attached the final missing document 3 times and in several different file formats… No reply. I even forwarded the email to myself like they suggested to see if I was able to see the attachments. I received them with no problem. I don't understand how tech service cannot resolve the problem to receive a simple email attachment. I really am upset at this situation and I would warn anyone who tries to deal with this casino. You most likely won't be getting your money back for awhile, if at all.