Hi LULUBJ and AskGamblers,
Thank you for notifying us of your complaint.
Let me start by advising that the Grand Eagle Casino has a Restricted country list in the terms and conditions which all players agree to upon registration. Due to legal, financial transaction regulations, and commercial reasons, we cannot offer any registrations or process any deposits or withdrawals to and from that list of restricted countries. The countries on that list include: South Africa, Spain, Netherlands, Bangladesh, United Kingdom, Brazil, Croatia, Ireland, Romania, Hungary, Japan, Mexico, and Russian Federation.
If you reside in one of these listed restricted countries then any deposit or withdrawal will not be allowed. If as in your case you made a successful deposit your initial deposit would be refunded and your account would be closed. The time taken to refund such a deposit is an estimate as we need to accommodate for certain withdrawal options that will take different times to be completed.
I have investigated your case in particular and I can confirm that a refund for your initial €20 has been done as it was sent back to your Neteller account on the 24th October 2016.
Unfortunately as your country of residence is on the restricted list any subsequent winnings would be voided due to this and only your initial deposit would be refundable.
Please feel free to contact us back should you have not received your deposit back, as this should have already shown up in your account. We will of course be happy to assist further and provide a transaction reference if you require this. To request any further details please email us at suppor[email protected]randeaglecasino.com.
Genesys Club – Senior Host