Ag Awards

PlayGrand Casino - Issues with verification and max cash-out

Complaint Info
Disputed casino PlayGrand Casino
Reason Bonus terms violation
Amount $ 200
Posted on September 14, 2016

I registered at this casino in March 2016, made a deposit of $ 150 and received a bonus on your first deposit, lost. Then he made a deposit again took the bonus on the second deposit and lost again. An account is not verified, because they do not win anything. 9/9/16 came an email to me about adding a bonus of 40 usd to a Bonus Wager 35. I successfully played and the account is now 200 usd. I send all the necessary documents for confirmation of an account 10.09.2016. Support said that the wait for an answer. Now 12/09/16 48 hours have passed, but said wait a support tomorrow
Then the question arose about the maximum withdrawal of funds from this bonus, helpdesk item indicates the rules to me, which states that the casino has the right to limit the amount of 100 usd to
But according to the rules of the casino, I can also get a prize in the form of x10 the bonus amount, that is 40x10 = 400, as I wrote before that I did 2 deposit, but did not get a bonus for signing up. In a letter to the addition of bonus about the maximum withdrawal nothing is specified
9(I) You may only play slot games or bingo with the bonus money, but the initial amount is still subject to wagering requirements.
(Ii) Please be aware that any play using No Deposit Sign Up Bonuses will not unlock bonus funds and all winnings will return directly to your bonus account. These funds are not available for withdrawal. Once you make your first deposit, your No Deposit Sign Up Bonus and any winnings accrued through play with this bonus will be subject to standard play-through requirements.
(Iii) If a No Deposit Bonus is given after a player has made their first deposit and a customer has not made a deposit in the previous 7 days, then any cashable winnings from this No Deposit is restricted to 10 times the value of the No Deposit Bonus.
(Iv) Playgrand Casino reserves the right to limit withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer's account up to the value of $ 100.00.
I ask the representative of the casino to solve my problem, for it to verify an account and allow to withdraw х10 (40bonus x 10=400 max cash-out)

Posted on September 15, 2016

Hi Igor

I am sorry to hear that you had a problem
with your withdrawal. I will check everything with support and get back to asap.

Friendly and Grand greetings

Didi Taihuttu
PlayGrand Casino

Posted on September 17, 2016

Please let us know if there's some update on this issue. Thank you.

Posted on September 18, 2016

Hi Igor,

I had feedback from support and management and we decided that your max withdraw willbe 10 x your last deposit so you will be able to withdraw your 200 usd. I hope you are happy with this solution and keep playing Grand .

Friendly and Grand greetings,
PlayGrand Casino

Didi Taihuttu

Posted on September 21, 2016

Dear @4uzhoi34,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

PlayGrand Casino Complaints

  • 8 of 8 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 895 USD avg amount

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