GrandRio Casino - Unable to request a withdrawal, support is clueless

Hello, David and Askgamblers,

Thank you for your query. After receiving this complaint we have tried our best to check everything thouroughly and to find out if one of our agents have really provided you with some wrong information as we value our reputation and consider clients service to be one of our high-priority directions.

Here we attach all the necessary files and chat consultation screenshots as the proof of our words. 75% match bonus has been activated by you on March, 4th, 2016 before contacting live chat. According to the bonus terms provided in your Profile, the bonus wagering period is equal to 3 days since the moment of the first bet.

You have contacted our live support managers twice after that and were provided with the up-to-date and necessary information concerning your bonus status.

In addition, the current status of the bonus can be obtained in your personal account on the Bonus tab (active). At the time of your last bet the wagering status of the bonus was equal to 11% and the total amount of bets was 130.8 euros.

According to p.8.11.3 and 30.11.5 of Terms and conditions of GrandRio Casino the withdrawal of the winning can be requested after the complete bonus wagering as well as if at least 24 hours passed since the moment of making the last deposit (in case of depositing and withdrawal via the bank card).

You were recommended to complete the bonus wagering in order to withdraw the funds successfully. However, you did not take advantage of this offer.

The bonus has expired on March 7th, 2016 and the amount of the bonus and the winnings were deducted from your balance. Your deposit in amount of € 35 is available in your account and can be used by you.

We are sincerely sorry that misunderstanding took place, since we always take care of our players and try our best to help them in every step of playing on our site. We are always happy to see you in our casino and to make your playing more interesting, convenient and profitable.

We also attach all the screenshots of consultation with our agents.

You claim "You were recommended to complete the bonus wagering in order to withdraw the funds successfully. However, you did not take advantage of this offer". This is completely untrue & misleading. I was told by your agent when I first tried to withdraw my $200 balance that I HAD ALREADY played out my bonus and that I simply had to wait 24 hours to make my withdrawal. When I was still unable to withdraw 36 hours later I spoke to one of your agents who was also unable to explain why I couldnt withdraw. I was then told the matter would be referred to your accounts dept. When I returned a day or so later after getting no response from you my balance had vanished. I was then told I had 3 days to play out my bonus or forfeit it. So I followed your agents instructions and lost all but my initial deposit.

Hello, David!
Thank you for your answer. We have checked all the archives and all the dialogues between you and our agents (attached above) and have found no confirmation of your words. If you have some dialogues saved that in your opinion seem to be misleading, we would surely consider them.
Best regards,
GrandRio Casino Team

No problem.How about you supply the dialogue between me and your agents as it was all to do with this withdrawal? Lets sort this out with your evidence once and for all.

Dear David,
Thank you for your answer. We have selected all the dialogues between you and two of our agents concerning your request for withdrawal. No data was missed. Please, inform us if any other details are to be considered, we are always ready to check once again.
Best regards,
GrandRio Casino Team

Hi

Please refer to the chat record you supplied and note the conversation I had with your agent on 5 March at 23:20. In this particular line of of conversation I make reference to speaking to an agent a day or so before and I make the comment that the previous agent had told me I had met the playthrough. Please include screenshots of the chat I had with THAT agent as well.

thanks

Dear David,
Thank you for your query. We have provided you with all the necessary information we managed to find. Besides, our casino follows the policy of honesty observing all the standards of players' data security and making all the information completely transparent for users. In this regard, for reasons of safety not all the information (especially financial one) is available for our operators who are responsible for providing the answers and consultations on general questions and always glad to help or give advice if that is possible. The current and up-to-date information concerning bonuses wagering and transactions issues is accessible only to the owner of the game account and can be also requested if contacting the financial department. We hope for your understanding and always glad to give the fullest information, consultation or explanation in controversial questions.
Best regards,
GrandRio Casino Team

Your response is unacceptable.

You have failed to address the 1 point I take issue with ie: that I was told by an operator working for your casino that I had played out my bonus and that I should be able to withdraw. When I could not withdraw the operator told me she would escalate it to your accounts dept. I then had NO response from you and found my winnings had vanished. This is YOUR fault - not mine. If my bonus was not played out then you have failed in your duty of care by giving me false and misleading information. Your chat is setup as such that only YOU (conveniently) can save a copy of any chat transcript between yourself and the players. We both know that there was additional chat transcript that you have chosen to with-hold. This is extremely dishonest.

Dear David,
Thank you for your answer. In case of any controvercial questions our casino is responsible for providing the latest and relevant information that has the final and conclusive authority according to p.21.2 of our Terms and conditions "In the event of any dispute, you agree that the records of the server shall act as the final authority in determining the outcome of any claim".
Considering, that no screenshots of consultation and bonus issues you disagree with were provided by you and considering, that the casino acted observing all the terms and standards, we see objective and reasonable to close the subject and to consider the incident to be over.
Anyway, we respect your playing on our website and would like you to have only positive impression on using our service, that's why we guarantee you the participation in our VIP promotions and offers accessbie only for the most special players of our website and will include you in the list of unique users.
Best regards,
GrandRio Casino Team