Complaint #13 The Grand Ivy Casino

Took all my winnings with unproven accusations

By Johanna M.

8 years ago

Message on forum

Hi!
I registered on grandivy.com and deposit 400kr. The welcome bonus was 100% + 25 free spins.
I played and I won. When the bonus was over and it went from bonus money to real money I did a withdrawal for 10000kr and I also sent in my documents to verify my self.
I had around 3800kr left so I kept on playing and won more. After three days I had a winning on 28843kr, 25000kr of them was waiting for withdrawal. Then I got a mail from them telling me that I have been doing bets over there maximum bettings during free spins and that they had taking all my winning.
The mail:
Dear Johanna < surname removed >,

Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions:

7 (vi) The maximum bet allowed while the Welcome Bonus is in play is SEK 5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of SEK 400 has been returned to your gaming account.

Regards

Accounts Team

So I contacted the chat support and told them that on there homepage it says that the maximum bets are 50kr.
The support told me that it was a typing mistake and that she will send it forward. After an hour I get this:
Dear Johanna,

Thank you for contacting Live Support. We trust that you are well.

As per earlier communication your account has been reviewed again and was in fact found in breach of our welcome bonus terms and conditions. At 27-07-2017 00:01:57 GMT a bet of 60 SEK was placed which is against the promotional terms and conditions of the casino. You are able to see this in your account history.

Should you have any further queries, please feel free to contact Casino Support.

Kind Regards,

The Grand Ivy Casino

I then sent them a mail explaining that I did 60kr bets after the bonus was over and at that point I had done a withdrawal.
I also sent them pics on the times for my first withdrawal which was 23:58 the 26/7 and they claimed me for bets over 50kr when there was no active bonus. I also sent pics when the chat support telling me is not possible to do a withdrawal if I had an active bonus.
The third mail I got :
Dear Johanna,

Thank you for contacting Casino Support.

As your free spins which are attached to your welcome bonus were then played on 27/07/2017 00:31:40, which initiated wagering again. At this point as the free spins are part of the welcome bonus, the maximum bet would then be 50 SEK. Thus your account is still in breach of the welcome bonus terms and conditions and the decision made by the Casino is final.

Should you not be happy with this resolve, we do carry eCogra's seal of approval for operating fairly and honestly. As such you are more than welcome to contact them should you not be satisfied with this resolve: www.ecogra.com

Kind Regards,

The Grand Ivy Casino

I sent them back a mail explaining that I have followed all theirs rules and that I have not done any bets over 50kr after I activated the free spins.
I sent pics to proof that I have not done anything wrong and they are not answering me anymore.
I contacted ecorga but they wrote me back that they are not connected with them.
Can you please please help me???
I'm sorry for my English but this is so heartbreaking for me.
They have giving me three different wrong reasons why they took my money and I have sent them proofs that I have done nothing wrong.
I have sent them three mails and no answers.
Please help me!

Disputed Casino The Grand Ivy Casino

Reason Bonus terms violation

Amount kr28423

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Pompela,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got your winnings reinstated. 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

• Representative

6 years ago

Hi @AskGamblers.
We have sent you the evidence you asked for in regards to this dispute.

Kind Regards,
The Grand Ivy Casino

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per The Grand Ivy Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers

• Support Team

8 years ago

Unfortunately, The Grand Ivy Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for The Grand Ivy Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

The Grand Ivy Casino Complaint Stats

Resolved 15 / 24

Avg. Amount $7,849

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

The Grand Ivy Casino Complaints

See all complaints for this casino

8000 withdrawal pending for 21 days

I opened an account with Grand Ivy and managed to get lucky and win £8000 which I withdrew,

Since then my account has been locked, I have provided the requested documents but keep being told my account is under review and there is no time frame for a resolution. I have been messaging daily on live chat. All I want is for my withdrawal to be processed. I have already stated that I am waiting for my UK license if the international ID I provided is not acceptable. I have now received my license and am happy to send this if need be.

I just want this resolved asap

Unresolved

£8,000

Account locked for nearly 1 month

Hello

I am writing to express my frustration with Grand Ivy Casino. My account was locked on the 25th May while I was actively playing a game. Since then, I have been unable to access any games. Upon contacting their support, I was informed that I needed to provide a source of wealth, which I did promptly.

Despite submitting the necessary documentation, including payslips from my employer that clearly show I can afford to play, my account remains locked. It has now been almost four weeks, and I have repeatedly contacted their live chat support for updates. Unfortunately, I receive the same response every single time: "Your account is under review."

This lack of progress and communication is incredibly frustrating. I had to pester HR to provide the payslips, and now, due to the prolonged account lock, I am about to lose my £200 bonus. Every time I reach out to live chat, they ask me to be patient, but I believe I have been more than patient given that it has been nearly a month.

Im really unsure what to do - as i have emailed so many time and spoke to the team, I have no choice but to complain.

Unresolved

Closed account confiscated winnings

I have deposited a lot of money to this account, no issue at all, I’ve made small withdrawals with no issue aswell, I made a few withdrawals this weekend amounting to £410, but they failed so I was asked to send bank details, 2 days later I receive an email stating my account was banned winnings confiscated and no refund of deposits would be made, with very little explanation. How do casinos get away with this?

Unresolved

£410

Withdrawal delayed since January

I joined The grand ivy casino on the 27.01.2023.

I deposited £1500 and played roulette winning £39,000. Which I requested withdrawals.

I received a email on the 29.01.2023 requesting documents.

Photographic ID and utility bill and pic of bank card. Which I provided on the same day. I was advised it can take 4 working days by live chat. On the 05.02.2024 I received a email stating the ID cannot be accepted as I didn't get all 4 corners of the back of the license. I resent the documents and they were accepted on the 05.02.2024.

After waiting several days I contacted live chat on the 09.02.2024 and was advised the accounts team are reviewing and to be patient . I lodged a official complaint at this stage as wasn't happy with the delay.

I received a email stating they will respond to my complaint with 28 days and after emailing support was advised 3-5 working days for a response on the withdrawals. Again I waited for the 5 working days and didn't hear anything.

Today on the 19.02.2024 i received a email requesting the documentation again and also a pic of me holding the ID. Which I sent promptly. After a hour I received another email requesting January Bank statement showing the deposit again I sent immediately.

I received a email short while later stating the deposit of £1500 to grand ivy is not showing. I had to explain it is showing but on the 30.01.2023 as its a card payment on the 27.01.2023 and banks don't process immediately it goes in pending and then processed but it's on the statement. I received another final email stating that they are reviewing and doing some extra checks and to give 5 to 10 working days. The issue I have is iv been advised on the 09.02.2024 that they are doing additional checks and be patient.

Unresolved

£39,000

Withdrawal of £50 not paid after 7 days waiting

I have played and won a small amount of £50 (much less than what I have spent here)
I withdrew the amount of £50 and was asked to send a bank statement. I did this and then was told my withdrawal was processed and I would receive it into that account within 7 days. This time has now passed and I still have not received my money. I contacted them again and was asked to send another statement to show I hadn’t received the money. I did this, and am now being told that I need to allow more time for the funds to be paid to me. I am very unhappy with this level of service and think that 7days is a lengthy time to wait in the first place. I really do not understand why it is taking them so long?

Unresolved

£50

Delayed withdrawal of £10,000 due to ''failed'' payment to my MasterCard

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

Unresolved

£10,000

Serious delay on payments

I have been a regular customer of this casino since March 2020, and I managed to win £5,000 on July 8th 2020 whereas I am paid immediately on July 9th 2020. But then, I got lucky and withdraw £5,000 on July 9th and £8,000 on July 10th, which sums up to £13,000. And now it is already 14th of July and I have not received my money yet.

I have contacted the live chat support since July 10th whereas the customer support agent, keeps telling that mandatory checks and verify checks are conducted and they are not providing ANY TIMEFRAME of how long the check will be. I am aware of this as I have registered with other online casino such as 888casino. Therefore, in 888casino, all requested withdrawal will be processed within 1-2 days. But in this website, it has been 5-6 days already. and there is no definite information how long would I wait for my funds or request to be made.

Worst part is... as I want to log in to my account today to record the ID transactions of my withdrawal to have a proof, my account is locked. Due to because I have made a recent comment on the chat about 'your system makes a man suffer from financial difficulties', whereas I have only mentioned it because the frustration of how their account department taking their time to process the request withdrawal. In which case seems to be unfair, as this online casino takes money from you as quick as possible, but they take more than 3 days to process a payment when you request one.

It will be on its 6th day tomorrow and I believe it may last longer than a week because of this. I believe the accounts department is really taking their time on this matter. Also, I am just confused how long they take the checks, when my previous money request has been granted within a day, then this one takes longer than usual. I believe and I have been to other casino such as 888casino, which they only take no longer than 1-2 days for withdrawal process.

Guys, I am pending £13,000..No timeframe for how long the checks are... The customer support will always say 'we will email you once mandatory checks are done', and 'we are not in account department whereas, we will not be able to provide you more information'. This is the worst thing that can happen. When you lose, they take money from you without any checks. And when you win, they have ALL the reasons to delay your money. What is there to check right? All the history game and betting history and account history is in your casino online account. Your bank is registered to your own name, and checks has been done already and all is legal. So guys, you are unfair, frustrating and unjust on this matter.

What a letdown.

Unresolved

£13,000

Payment delayed

From more than month (24/04) I wait for my money. First they told me there was some issue with payment few days later they say something about payment processor fault after that they told me about sending money to my card where that card was connected to bank account which was closed more than year ago. Now I send lots of papework where I show them my bank statements and closing bank statement from that bank where they think they send that money.
They broke Terms and Conditions-point 7.3 where we have a note about withdrawal " All withdrawals will be paid back to the same payment method used to make a deposit on the account"
I made deposit via Paypal but I still dont get any money.

Unresolved

£229

Not paying out 8K no valid reason or known resolution date

Withdrew on 21st April, total sum of £8000, still waiting for it to be paid, at time of writing 12 days later, not once has the casino been proactive to email me of the issues instead they have waited till I have contacted them to say there is a delay with withdrawals be patient. I then made contact again to be told they don’t know when the issue will be resolved but withdrawal was accepted, just due to this delay their end they are investigating, be patient.
In my view this is unacceptable behaviour from The grand ivy casino owned by white hat gaming. 14 days still waiting £8000 owed. I also note there are many reviews on Trustpilot stating this.

Resolved

£8,000

Waiting too long on payment

Hi., been waiting 2 weeks for payment of £6400 and you are not making contact with me I have chased you on chat and also by email with no reply as to why apart from there was a payment issue and you are working to resolve this. This has been going on to long now and need it sorting as you are just making excuses up. You have since locked my account for no reason I would like to know when il be getting my payment

Resolved

£6,400