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Grosvenor Casino - Stated 24/7 help line and live chat when it is definitely not

RESOLVED

Complaint Info

Disputed casino

Grosvenor Casino

Reason

Other

Amount

£ 100

9 years ago

I signed up to grosvenor casino as I was tired of playing the same old slots and I saw that they offered an all time favourite of my reel king.
Before I signed up I checked for 24/7 support as I always do because I work awkward hours I would only sign up to a site if that is a feature they offer.
After playing for ten minutes or so the site just completely crashed after spending the best part on an hour waiting to speak to someone I finally got through and was just told to wait.
When It finally comes back up I got my winnings up to 100 pounds which I then tried to take and was told I cannot withdraw ( all bonuses were used and I had deposited several times since then so no bonuses should have stopped the withdrawal) so I decided to try and call them only to be told they are open at 8am so I looked for live chat which was nowhere at all to even be found.
The reason I like to withdraw my funds is so I cannot spend them and it removes the tempta­tio­n,t­emp­tation got the better of me and all funds were spent.
Had grosvenor casinos not lied on there website about 24/7 support I wouldn't be writing this now.
I emailed grosvenor casinos yesterday and was told somebody would reply within 12 hours and its now been 28 hours.
No response from grosvenor at all regarding my issue

9 years ago

Hi Oz21123,

Can you please provide me with your Grosvenor username? Once I have this, I will be able to investigate this for you.

Thanks
Stewart

AskGamblers
9 years ago

We have sent the player's casino details to the casino management.

9 years ago

All sorted although the response was delayed I received a detailed email and a refund
I am going to give the casino another try situation resolved
Thanks

AskGamblers
9 years ago

Based on player's last comment, we consider this case as resolved and it is now officially closed.