Complaint #4 Grande Vegas Casino

Over $25,000 missing from my account without any explanation

By chase4

12 years ago

Last month, i logged into my account, and noticed that all my funds and withdrawals was missing. They told me its cause of my wagering requirements. I have followed the T&C 100%. That day, all of my funds in all my RTG casino accounts ( Jackpot Capital, Slotastic, Grande Vegas, and Golden Euro Casino etc ) was gone. Over $25,000 missing. I have tried endlessly contacting Grande Vegas on a weekly basis asking for a detailed documents to the rules i have broken, and they refuse to reply. I don't know what else to do, so hopefully Askgambler can help me out.
Is there also a legal recourse we can take?
I have never had an issue with RTG. In fact, was a big fan. Loved their games. Not anymore. If you can offer any assistance, i would truly appreciate it. Thank you.

Disputed Casino Grande Vegas Casino

Reason Missing Funds

Discussion

AskGamblers

• Support Team

10 years ago

This case has been reopened as per Grande Vegas Casino request.

AskGamblers Complaints Team have been finally provided with a detailed explanation of the issue as well as the official statement on behalf the gaming provider which clearly indicates and prove the following facts:

1/ It is now obvious that player indeed found a software glitch in the so called "Feature Guarantee" II feature which allowed players to access the Bonus Round earlier than should have been permitted. A copy of the official statement of the gaming provider is attached below.

2/ Player was totally in aware of what they were doing and exploited the glitch they found not once, but multiple times. Instead of reporting the issue though, player decided to take benefit of it and generated profits which later have been voided.

Based on the above, AskGamblers Complaints Team consider the actions taken in this particular case on behalf Grande Vegas Casino management as justified, fair and in total compliance with the casino terms and conditions which player accepted upon registering.

In case of a disagreement with our decision, we would like to remind player that further assistance on this case could be requested from the relevant regulatory body responsible for Grande Vegas Casino operations.

The case is now officially closed.

chase4

• Canada

12 years ago

I have abide with all the rules and regulations. The only thing I did was play on slots which your gaming provider says it's "weak". And since I was playing on slots that had "weaknesses", i am deemed as abusive. Your company has hundreds of slots, and the fact that i played on 2 of the weak slots (Not sure why you would have slots that's weak, and then blame the players for playing on it.) Seems you set traps to avoid paying out. Regardless, there is no legitimate claim you have. I would like all the gamblers on here to be aware of the shady dealings of RTG casinos. Have a good day.

Grande Vegas Casino

• Representative

12 years ago

As to our T&C you have violated our terms and your account was closed on management decision. Please read point 21 of our T&C:
21. Grande Vegas reserves the right to cancel a player's membership at any time without notice. Any balance in your account will be immediately credited back to your personal account. In addition, Grande Vegas reserves the discretional right to void any winnings and withhold any balance in a player's Casino account under any of the following circumstances.
(a) If there is evidence to suggest that a player has more than one active account for the Casino
(b) If the name on a player's casino account does not match the name on the credit card(s) used to make purchases in the casino account;
(c) If the name on a player's casino account does not match the name of the beneficial owner of the financial instrument used to make the deposit
(d) If a player participates in a Casino promotion and cashes-in before fulfilling the requirements of that particular promotion;
(e) If a player provides incorrect or misleading registration information;
(f) If a player is not of legal age;
(g) If a player resides in a jurisdiction where participation in the Game is prohibited by law;
(h) If a player has permitted (intentionally or unintentionally) anyone else to play using his casino account;
(i) If a player has not played at the Casino on an individual basis for personal entertainment only (that is, has played in a professional sense or together with other player(s) as part of a club, group, etc.);
(j) If a player has reversed or charged back any of his purchases in his casino account;
(k) If a player is found cheating or if it is determined by Grande Vegas that he has used a system or machine, be it an additional computer, additional software or otherwise. Also any system used to circumvent the natural randomness of our systems and or collection of data to or from the gaming server for analysis purposes during real money play.

chase4

• Canada

12 years ago

How come my account is closed?

Grande Vegas Casino Complaint Stats

Resolved 25 / 36

Avg. Amount $399

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Grande Vegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 19 out of 28 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Grande Vegas Casino Complaints

See all complaints for this casino

Account verification taken 2 weeks and counting

I have been waiting 2 weeks now for my account verification to complete, something that normally take 48 hours is being delayed for so long, and no support is given whe I reach out to them, other than keep waiting with no answers as to why its taking so long. I personally know there are no issues with my documents or identity; possiblythey are trying to delay a withdrawal I'm currently holding or pressure me to keep playing and loose my money... Whatever the cause might be, 2 weeks is ridiculous!

Resolved

$180

Cheated out of payout

On 3/1/24 I redeemed a coupon & deposited for the 1st time at this casino. I won $2500 on 3/1/24. The payout request was approved & paid 3/5/24.
After this transaction I continued to play at the casino by redeeming additional coupons & depositing. I won again $1620. I requested a payout and in the mean time continuing to play. AT no time did I mingle funds that I had won with
funds from a coupon redemption. My payout request was denied. I was told I didn't follow the rules.
I have played at many different casinos in the past & have never come across this excuse. Typically a casino will not allow you to deposit while you have a pending payout if it is not allowed. Also, I know casinos have been known to overlook a players mistake if they are new to the casino.
I have been very unsettled with the refusal to honor my payout request and I would greatly appreciate if you could review my situation. I do not believe I should be penalized for making a deposit after I had already requested a payout & again, if it wasn't allowed the system should have prevented me from doing so. I know it is possible to do this. Also, when I initially asked about the denial I was told, oh don't worry about it, you know how to play and will win again soon.
Thank you in advance for your help as I am certain this situation is foul play.

Unresolved

$1,620

Declined Payment And Blocked Account

Hello,

I made a withdrawal request of $100 a week ago, Grande Vegas Casino, they reject my withdrawal request and asked to me send the documents. I played here for 8 years and have never met any problems. But they blocked me.

I sent them all the documents. Passport and ID licence.

But just can't log in. No reason.

I think they should pay me before they decided to block me. I deposited about $200 and wanted to safe $100. How they can still have a licence? They should be closed as my account.

ID Alexa333

Resolved

$100

My payment of 800 is on backlog

I verified my account in 2020.

I just recently made an withdrawal dec 1 2023. They sent me an email saying I have to confirm. I made the request and It look like I'm playing from an address that's not on the account. I confirm to that email then they denied my bitcoin withdrawal dec 5th 2023 and made a new request that day and said I had to take pic of me holding my ID and I did. Also I did that back in 2020, they approved my documents.

Dec 6th, the next day pretty fast, it is now the 8th. They said it takes 48 business hours. I did everything they asked to now they're my withdrawal is on backlog please help.

Resolved

$800

Delayed Withdrawal For $2,460

Hello, I have a withdrawal pending from 7/17 for $2460 which shows it was approved and submitted to be paid. I am being told that it is 15 days wait time for it to show up in my bank account and still is not there yet after 18 days by my math. I have talked to customer service in chat and by email and continue to get the run around. I have cashed out many times with various online casinos and never had this problem. Can someone from Grande Vegas contact me to help me get my money. Thanks

Unresolved

$2,460

Account history mot visible at Grande Vegas

I can no longer view my account history. Recently, GVC declined a withdrawal. It claimed it was returning my deposit and keeping my winnings. However, I cannot see the history at all, and my last deposit was $111.11 and it only returned $98. I do not know what is going on and think a glitch may have occurred. I asked GVC to email me my account history. It said it emailed me a .pdf at least twice. I did not receive the emails with the .pdf -- which also may be a glitch. It is difficult to tell without the history. The resolution I am seeking is to have GVC restore my account history and send me an email .pdf with my account history.

Unresolved

Grande casino keeps taking my winnings

I have had this happen twice now, when I first signed up and now, I made deposits and conveniently won nothing but I get 150 dollars on Fridays because of my deposit and daily free spins. The 150 dollars requires a ridiculous 9,000 dollar playthrough then the free spins don't get you anything so they gave us 13 dollars on Friday the 13th. I don't recall the playthrough but you know it was something they don't expect or want you to get. Max withdrawal was 250. I got the playthrough and tried to withdraw 245.00 so of course I get denied with the reason I used consecutive free bonuses, those bonuses weren't free, I paid for them by depositing.

I wouldn't have been able to use them had I not deposited. I want my winnings. They did this with my initial 180 I won when I first signed up and now this. Or they can refund my deposits and close my account. I am sick of them stealing our money and our winnings.

Unresolved

$245

Balance lock

Grande Vegas casino has blocked my funds. There is no way to make a conclusion. Contacting the support team did not give any results. All conditions of the coupon are met in full and without violations. I ask you to help me in obtaining my winnings. I do not know the real reason for this attitude towards me as a gamer, and I would like to understand this issue with your help. My claim 65 usd.

Resolved

$65

Verification is like rocket science

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.

Resolved

$179

Grande Vegas refusal to pay

Hello dear AskGamblers team. I have a dispute with the Grande Vegas casino. Hope you can help us solve this problem.
Grande Vegas casino refused to pay me 70 dollars.

I received a free $ 25 coupon from Grande Vegas Casino on my previous deposits. The coupon has a withdrawal limit of $ 180. I was not lucky. I have lost this coupon. According to casino rules, when less than one dollar is left on the account, the coupon rules cease to apply. All progress purchased in games is written off. Which is exactly what happened.
The system wrote off the coupon. I have 63 cents left on my account.Those 63 cents were allowed to withdraw.
I bet on this money. Please note on my last 63 cents. Which are not bound by any rules and obligations. I was lucky here. This last bet had a bonus. The prize game brought me $ 245.The managers of the Grande Vegas casino felt it was too much for me and decided to apply a coupon promotion to this win. I was paid only $ 180. The rest of the money did not immediately dare to write off, but returned to my account in the casino.
They probably wanted to see my reaction. Or somewhere deep down they realized that they were doing wrong

I made several bets on this money. And he put 70 dollars on the withdrawal. That was when he was refused.
My claim is $ 70, which I believe was debited in violation of casino rules

Question.
Why does the casino apply the rules of a coupon that has already been debited by the system?

Resolved