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The Grand Ivy Casino - Delayed withdrawal of £10,000 due to ''failed'' payment to my MasterCard

UNRESOLVED
Complaint Info
Disputed casino The Grand Ivy Casino
Reason Delayed payment
Amount £ 10000
Posted on August 13, 2020

I deposited just over £4,000 into an account on The grand ivy casino and through black jack I was able to get this to £10,000, no bonus just plain cash, I withdrew on 07/08/20 at 12:04am, on 09/08/20 I contacted Support for them to tell me payment failed, even tho I had deposited from this card, I have now sent my bank statement on 10/08/2020 and it is now 12/08/2020 and they still haven’t processed this, telling me that the accounts team has the money and to be patient, not once has the grand ivy proactively messaged me about this situation and now this has been 6 days. Please can you look into this

Posted on August 13, 2020

Now I have been told today that the withdrawal is under review and they have no time scale for the withdrawal

08:30:46) (Visitor): Hi Chris I think we have spoke before
(08:31:12) Chris: Hi there, Ashley. Welcome.
(08:31:26) (Visitor): Can you tell me the problem behind why my withdrawal is still under review for so long if I have provided all the necessary information
(08:32:02) Chris: Sure, I will try and assist you as best as I can.
(08:32:37) Chris: Please give me a moment to get up to speed regarding your case and I will be with you shortly.
(08:32:46) (Visitor): Thanks
(08:34:27) Chris: Thank you for your patience.
(08:35:22) Chris: First off, let me apologize for any inconvenience this has caused you in the interim.
(08:35:39) (Visitor): Lots of time consumed
(08:36:17) Chris: I know it can be very frustrating not getting clarification on this matter and that you would like peace of mind at this time.
(08:38:12) Chris: Your withdrawal is being looked into by the relevant team. It is with us and we are looking at getting back to you as soon as we can regarding this matter.
(08:38:36) (Visitor): But that same generic reply has been churned at me for 7 days now
(08:38:47) (Visitor): I don’t understand why it’s taking so long
(08:39:06) (Visitor): I can provide you with anything you need, ID bank statements proof of address, Whatever you need to help the review process
(08:40:08) Chris: Yes, this is not the best response to get all the time when coming to live chat however this is the latest update we can give you at this time. We do appreciate that however, we do not require any further documentation at this time.
(08:41:10) Chris: As soon as we have any new information, we will be sure to communicate with you accordingly. This will most likely be via email.

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