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.
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.
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:
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.
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 :
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
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!