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The Grand Ivy Casino - Refused to Pay Cash Winnings

RESOLVED
Complaint Info
Disputed casino The Grand Ivy Casino
Reason Declined payment
Amount £ 1082
kathall06 United Kingdom
Posted on April 16, 2019

Dear Ask Gambler,

Last month, I joined Grand Ivy and deposited £250. I played the slots for a while and got my cash balance up and around the £1,000 mark. I decided to withdraw at this point. I had a bonus of £250 active but this was never staked.

I cancelled my £250 bonus and was left with £1,082 in my balance. Cancelling an untouched bonus is entirely within Grand Ivy's terms. Their term 15 reads:

'Bonus funds can’t be withdrawn until you have met all of these requirements above. Only cash funds can be withdrawn at any time and at your request.'

I waited for a while and did not receive my cash.

On 7 April 2019 I received an email that said that I would not receive my £1,082 as I breached 'term 4'. Grand Ivy claimed that I or someone in my household or, same IP address had already had a bonus with Grand Ivy.

This is untrue this is my first Grand Ivy account and bonus. And I live alone so there couldn't be anyone else in my household.

Moreover, I don't know why this matters as I won with my deposit. The bonus was not touched.

The email I received was very vague it said:

'Your account has been found to be in breach of clause 4 of our Promotional Terms and Conditions:

'4. Eligibility
Only one promotion is awarded per UK account per UK player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of £250 has been returned to your gaming account.'

I asked how I breached this term and received no answer and no evidence. I also sent a screenshot of my play history that showed that I never touched the bonus. Grand Ivy also totally ignored the fact that my winnings were derived from my cash.

I believe that Grand Ivy just send this generic email when they do not want to make payment. I know I wasn't in breach of this term, and my winnings were not bonus related.

Please help me with this matter Ask Gambler. Happy to forward any information required.

Best wishes.

Posted on April 16, 2019

Hi KATHALL06,
thanks for sending us this review.

We have escalated your case to the relevant department, and we will came back to you as soon as we get clarity on your case.

Kind regards,
The Grand Ivy Casino

Posted on April 17, 2019

Hi KATHALL06,
Good morning!

Unfortunately, our team has found that you have been in breach of Clause 4 of our Promotional Terms and Conditions https:­//w­ww.g­ra­ndi­vy.c­om­/in­dex.ph­p?p­age­=pr­omo­terms which states: ‘Only one promotion is awarded per UK account per UK player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated.’

Although the IP address on which you claimed the welcome offer, is linked to another user who claimed the welcome offer previously; when re-visiting the case we have concluded that although it was technically a breach of the aforementioned clause, that it may have been purely co-incidental and have therefore resolved to overturn the confiscation.

We further confirm that you have been informed hereof and that the confiscated funds totaling £1,092.25 has since been returned to her account.


@Askgamblers, we have sent you an email with proof of this.


We hope this helps.


Kind regards,
The Grand Ivy Casino

AskGamblers
Posted on April 17, 2019

Dear @kathall06,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

The Grand Ivy Casino Complaints

  • 15 of 19 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 6,721 USD avg amount

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