Complaint #2 GrandRio Casino

Unable to request a withdrawal, support is clueless

By ozhsv

10 years ago

Message on forum

Made a deposit and claimed a match bonus. I then won $200. I was then unable to withdraw despite confirming with a support member that I had played out my bonus. I was told I would need to wait 24 hours from the time of my deposit before a withdrawal could be made. Waited 2 days and am still unable to withdraw. Support staff is unable to tell me why,

Disputed Casino GrandRio Casino

Reason Declined payment

Amount $200

Discussion

AskGamblers

• Support Team

10 years ago

Based on all the information and evidence presented over the course of this complaint, AskGamblers Complaints Team reached to the decision that player's claim is no longer valid and the case is being ruled in GrandRio Casino's favor.

Player failed to provide any valid evidence that casino support team gave misleading information. Moreover, it became obvious that player was able to achieve only 11% of the required bonus wagering and apparently, there was no chance to request a withdrawal with an active bonus attached to player's balance.

In case of a disagreement with our decision we encourage player to seek further assistance from the relevant licensing authority responsible for the operating licence of the aforementioned casino brand.

The case is now officially closed.

ozhsv

• 24 reviews

10 years ago

To the contrary, your attempts to cover up your deceit have failed.

You have failed to supply chat that both you and I know we have had.

You have illegitimately confiscated winnings I rightly owned.

You have failed to to address my concerns my issue.

And you have replied each time with your 'terms and conditions' in an attempt to make it appear you are in the right while I'm in the wrong while at the same time ignoring me completely.

You are a casino that is dishonest to the core.

I may have lost my winnings (that I won legitimately) but I hope at the very least I have exposed you for the shady operation you are.

GrandRio Casino

• Representative

10 years ago

Thank you for your answer, David. On the basis, that our casino has fully argued in favour of its position and complied with all the terms and standards, meeting the demands of loyalty and honesty made by Askgamblers. We have presented you with all the materials explaining, why the funds were charged from you account. The result of our examination showed that the money in your balance was lost as the bonus was not wagered in time according to terms of our bonus policy, accepted by the player when registering on the website.

In this regard, we think that the claim is, unfortunately, inconstructive in all the points as:
- GrandRio Casino clients support has provided all the relevant information and you were recommended to wager the bonus to get the withdrawal 2 days before the bonus expired;
- The active bonus in your account was not wagered according to all the terms specified in your profile;
- No objective arguments, materials or other proofs of player's complaint were provided.

Considering all the above mentioned facts, we consider the incident to be over and think that the final decision should be made by the third party being impartial and objective, namely representatives of Askgamblers.

Best regards,
GrandRio Casino Team

ozhsv

• 24 reviews

10 years ago

The chat is not able to be saved. The best you can do as a customer is screenshot a few lines of text.

Askgamblers, please close this complaint but mark as unresolved.

thanks

GrandRio Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $7,874

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

GrandRio Casino Complaints

See all complaints for this casino

21000€ withdrawals not processed after 10 days

Grand Rio has not processed any of my withdrawals now in 9 days. I deposited 2000 euros to this casino and I got out 1600 euros. At this point I had 12700 euros in my casino account. After this I got big win playing Mega Moolah Isis slot with bet size 25 euros on 25.4.. Five scatters. Screeshot afrer the win is included. I calculated that i had waged more than 100 000 euros in that same game. And I played only with Microgaming's jackpot slot, so part of this money has gone to the Microgaming's jackpot. So Microgaming is also part of this case. Now the whole casino's web site says that "Site is on maintenance" http://www.grandrio.com. This casino is Ask Gamblers list of trusted casinos. They have gave me email information that Microgaming is invesgating my win , but they have not answered why this affects on my withdrawals to money before this win.

Unresolved

€21,000

Withdrawal declined, support giving different, unjustified reasons

My withdrawal was declined and account locked by Grand Rio Casino. At first I was vary about playing with them, but seeing them having the trusted tag here along with 8.5 stars, I decided to try them. I lost multiple deposits before finally winning small. That's where my troubles started. First they claimed the defining reason that justified the removal of my funds, not paying me and locking my account was making a too big of a bet size with a bonus. But I did not win with a bonus. I lost all my bonuses. I won without a bonus in my account. Here is their original verbatim email: "April 23 you were given a bonus of 150 € According to the rules of the casino is your single bid can not be more than 5% of the active bonus (7.5 €) multiply your bets exceeded the limit of the rules. In accordance with the rules of your winnings canceled and the account is blocked. This decision is a casino in the case of such violations" After that I told them that I did not win with a bonus, but rather with a fresh new deposit that did not have any bonus attached to it, they gave another excuse. "In this case, you made the game by increasing the dispersion of higher bonus rates. This is a flagrant violation of the use of casino games" I dont know what this means, and I have now asked them twice, and they fail to answer. Could you please help me? I followed their rules, and should be paid.

Resolved