Refused a Bonus

Good evening, On monday 3rd September I opened an account with Grosevnor casinos and made a deposit of £1,000 through my paypal account. Now this paypal account was set up for me by my son in 2015, so it carries his e-mail address but its my account, registered to my address with my bank details and my cards. I played roulette and initially lost the first £1,000 so proceeded to make another deposit of £2,000 and fortunately I won and managed to gamble up to a win of £6,777 in total. I made a withdrawal of £777 leaving a balance of £6,000 in the account. The next day when I went on the account it was locked. I received an e-mail (the same e-mail i used for the paypal account) asking for verification documents. I provided a picture of my passport & a utility bill as per the required criteria. I received no response from the casino so I called their support desk. After getting through I was advised that in their prevention of money laundering I would need to provide the copies of the PayPal transactions and the bank statements as proof of funds, Which I also have done. I have had no further response from the casino. I have left numerous messages with promises that they will call me back. They ignore my e-mails and just say they are very busy and pass me around to different support teams without any sign of resolution. They have taken my money and its over 2 weeks now so im very concerned and finding it all quite stressful that im making no progress. I have done nothing wrong and win the money fairly. If required I can send all of my documents in support I really hope you can help me or let me know what additional information you need to assist me with this. I can send the bank details and transactions if you need them

.After a series of bets which equated to losers & small returns with no "glitches" I placed a decent sized bet of £12 straight up on the number black 28...The bets were on...The wheel spun....The ball landed in number black 28....Then after a small hesitation I received a message to contact customer support...My wager was taken...My winnings were not paid out. I contacted customer support as advised immediately.I explained the senario.I was advised by the vip team that it would be looked into & they would get back to me. They called me back & the feedback was..The tech team had looked into the issue & 28 did not come in & they offered to send me the record of the numbers sequence which 28 was not on. Following what I knew to be inaccurate tech feedback I went back into the speed roulette room & luckily enough I was able to see the last 500 bet results & there right in front of me as plain as day was the sequence of numbers that had been verified by the vip team but this time clearly showing the number 28 did land & was exactly where I stated it was Thankfully I was then able to take a photo of the evidence required to escalate & prove my case.On receipt of the evidence I now had, I was told that they would go back to the tech team & get back to me. They then got back to me with the following feedback..Summary as follows: 1) Yes 28 clearly did come in they found it & verified this fact 2) Yes you did place a bet of £12 staight up on number 28.Fact verified 3) Yes they took your wager for the bet & infact still have the £33 for the total bet laid out which included £12 on number 28 4) Regardless of the above we will give you your stake back of £33 for the wager & will not honour the winning wager of £387 Following this & after some persuasion & reassurance that by returning my stake it would not alter my "case for winnings" I excepted that they could pay back my stake which they then did & I escalated the complaint to Grosvenor management. The feedback from Grosvenor management was.........Summary as follows: 1) After further investigation we can confirm that your stake was not taken 2) We will be doing staff training as you were not given correct information 3) We will give you a goodwill gesture of £50 4) We can not be held responsible for a softwatre glitch on our end,its complex & happens My complaints are: 1) How can they hide behind t&c's/software glitches when thier investigation clearly showed me placing the winning bet & my stake being taken 2) How can they use a glitch in software as a reason not to pay out on a substantial win when after thier own investigation they had evidence & a record of the bet in question. 3) I have now been given 3 different reasons why my bet didnt pay out which implies dishonesty,deceit & an inadequecy of the software in use. 4) Does reliable adequate software tell you a number didnt feature in a sequence when it clearly shows in the game software history 5) If the Grosvenor can confirm the bet,why are they not obliged to honour it Thanks Jillee1

This is a true real life account of Grosvenor online casino complete failure for me as a customer & total lack of any kind of customer service This is a current case that started on 13th Feb when I withdrew: £364 to my current account £1000 to my Visa £3600 to my mastercard This is exactly how I deposited it so I'm just withdrawing in reverse. £364 got credited 2 days later the other £4600 is to this day over 2 weeks later still pending I needed to make these withdrawals to purchase a new car for my work because my current one went bang I spent over 7 hours on the phone in week 1 I spent over 6 hours on the phone in week 2 And I have phone records to prove including everyone I have spoken to and what was said. I have never once swore or be rude, I have however stuck to my guns and been adamant and firm that this is sorted as the up-most priority. I have been assured this is at director level of which I seriously question because my only point of contact is now a call center manager who refuses to call me at all since last Wednesday at 4pm. Anytime I call Grosvenor on any number be it their helpline, their head office or and person I speak to everyone is under strict orders to rail road me off the phone and say nothing. This whole incident has put me through severe mental stress, a complete loss of time and a total amazement of how bad a customer can be treated by an online casino who claims to be number 1. I had email contact with one of the directors up until a week ago when he decided to go on annual leave and didn't tell me so my further 5 emails have so far been ignored and my case downgraded to a call center manager who refuses to call me at all. This particular director emailed me stating he is 100% happy and satisfied my transactions were good from my end and that it is just a problem they have with a 3rd party gateway payment provider. Last contact I had was from the customer escalations team informing me of how sorry they are but when I replied I have not had a further reply since 4 days ago. I have had the phone repeatedly put down on me including by one of the PA's to one of the directors. Nobody in their company will call me or speak to me or resolve this matter in any way shape or form. I have proposed they call into play the offshore safety account that they have that matches all customer deposits for times of crisis and refund me my money out of that and keep the glitched money but all I have had is complete silence on the idea and the director who I was in emaill contact with acknowledged the possibility by saying he would need to seek higher authorization.. this was over a week ago now. I even tried cancelling the £4600 withdrawal 4 days ago then tried a £300 one instead based on what a manager told me in day 4 of this hideous affair, she told me that because the amount was for over £500 this is now being processed manually and they claimed that all their systems went down the day I made the withdrawal 2 weeks ago and there is a big back log and mine is in the cue. How much truth that is in anything I have been told by anyone so far is anyone's guess. One thing remains, I am owed £4600 that are my deposits, no winnings. I cant buy a car that I needed for work 2 weeks ago. A total lack of care for my situation, refusal to call me or email me back and instructions for everyone in the compay to keep their mouths shut if I call and to give one name of a call center manager who is supposedly dealing with it but that person refuses to call me and instaed of dealing with my case has a full day of recruitment complete with interviews and then a day in London apparently.. Not one person in your company right the way up to near the top gives a dam about my account, they are sitting on countless hundreds of thousands of pounds of profit but they wont pay me back my deposit at all and no date or time of when they plan to pay it back either, is this the behavior of the UK's number one casino? May I have my money back the day that you see this email and please do consider compensation on top for all the time and energy I have spent trying to get anyone in your company to listen as it has been extremly stressful my end and yet even more time wasted writing this email and putting together the supporting materials to back up what I am saying. My next options are to lodge a big complaint with the gaming commission and the 3rd party ombudsman and to have investigations launched with my banks as to when I am getting it back and why you are taking over 2 weeks to complete a withdrawal back to a customer I have tried every possible avenue of solution and I am exhausted so its time to get outside help starting with posting this to ask gamblers and then you might listen and pay me back my £4600. Come on guys think outside the box and pay me back what I am owed and di it out of your own pockets and keep the glitched money.. It is so simple I want a phone call from someone who cares and with someone with a solution not just an update telling me you are no closer to fixing it once a week. Think of the customer please the people who make up why you are a business in the 1st place. I have recently changed my number and it should show on your system Thanks Danny

I set up an online account at Grosvenor as I am a regular visitor to their casino and was made aware of the £20 free sign up bonus. Well after depositing £10 myself I won £500 so decided to withdraw. It wouldn't let me and they told me I had to verify my account. So i sent my passport and a HMRC letter for verification. These documents could be used to get police checks and have been used to verify myself in other government establishments but grosvenor said they werent. Their email stated i needed to send a household bill or a rent statement to verify myself but the house i live in is all in my partners name. Believing others would have the same problem there must be another way to verify myself. So i asked if there was anything else I could send? they replied with a list that stated I needed photo ID and a official document "such as" a utility bill etc etc. Such as implies this is flexible and since i had already sent documents which are seen as official in the governments eyes so they should be official here. But still no they refuse to help me they take ages to respond to my emails they've blocked my account too so I cannot log on. I tell them I have numerous documents which prove my address sent by the government. anyway I posted on here last night and had a response from their affiliate to send over my details still to here a response but would like to open this complaint now to start the ball rolling. I hope this can be resolved shortly. They also only seem to read one email response a day so iv sent supporting documents in but on a different email to my initial one from that 24 hours making the process a long and stressful one

Hi, basically I have been playing at grosvenor casino for many many months now, maybe even a year. And i have experienced very painful and slow withdraws from them, it is disgusting how slow they are, considering they are such a huge company in the UK. The worst case once was it take 5 days for me to get a withdraw a few months ago. Why i continued playing here, i got no clue when i can play elsewhere, where i can get my withdraws within an hour at other casinos. I have been waiting again now over 28 hours for 2 withdraws to my paypal £200 and £100 total £300 Ask gamblers site says it s 6-24 hours pending. well this has now been 28 hours. and counting. Like i said above months ago i had a very bad case when a withdraw taken 5 days and it was pending for 5 DAYS, that is discraceful. I will not play in this casino AGAIN unless they speed up and give us our money faster. Your loss grosvenor casino. Not mine, so speed up withdraws and send me my current £300, and i will still play here otherwise, this is it now, i will never play here again and i would advice everyone else not to too, if they care about how fast withdraws are.

Grosvenor are normally great at paying bonuses and have low wagering rates in order to be award bonuses which is why i use them so much. I participated in their consecutive cash back promo and have tripled checked my eligibility and depositing for that promo that I meet the criteria. I've emailed twice and chatted twice and no-one has got back to me in over a week now. The promo ended 29th April. Disappointing as I spend thousands there. It's only 50 quid as well.

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

Registered with grosvenor casino there was a error made in my first name and the month of my date of birth phoned the casino to fix this error they said send us I'd and proof of address by email I have and now they have locked my account which has my deposited funds and the funds that I have won I haven't breached any t&c can you please sort this out as soon as possible

I won money on this casino the other day and ive recently just tried to log into my account and all it said on the screen was error so i quickly checked my email to see theyve closed my account due to an unknown reason to which ive emailed back explaining that ive not breached any terms and conditions as i read through them all before joining so i understood what the casino was about. I believe ive not done anything wrong and wish for this to be resolved as soon as possible. I won the money and do believe i should be able to have it. Hope to hear back soon. Kind Regards, Jade