Complaint #34
Grand Fortune Casino
Withdrawal delay, no real answers available from casino support
9 years ago
I have played at Raging Bull and Grand Fortune for several years now and I have never had any complaints about them or problems with withdrawals until recently. I made a withdrawal request of $2000 at Grand Fortune Casino on Feb 3rd. I received an email on Feb 10th saying my request was approved and I would receive another email when it was processed. I went on to make several deposits totaling $250 over the next few days.
After logging into the casino everyday since then I continue to see my request as authorized but have heard nothing further from the casino. I have tried to call them numerous times but it just goes to a generic voicemail. Live chat is not very helpful either. Most of the times I am getting a message saying that they are very busy and to try back in 30 minutes. I finally reached someone on the 14th through live chat and after asking about the status of my withdrawal I was transferred to a VIP host named Mason < surname removed >, He got on the chat and asked if he could call me, which I agreed to. During our conversation he informed me that Grand Fortune was under new management and that they will be honoring all previous withdrawal requests. He said that for some reason they could not access my account and he would need to talk to his boss and he would get back to me the following day and even gave me a time to expect his call. At the end of the conversation I asked if he could give me a general idea of when this would be resolved and he said he did not want to make any promises of dates and times that he could not guarantee until he talked to his boss. He said unfortunately my info was on a server halfway across the world and until the old management released it he wasn't sure how it would be resolved. I did not hear from him at all yesterday.
I again tried to call the casino today and again nothing but going to voicemail. I got on live chat and after a few attempts I finally got someone named Agis. After verifying my username, phone # and email address I explained that I was waiting to hear back about my request and to get some sort of timeline. After a very long time on chat with no response from Agis he finally returned back to say their system was running slow and could I please try again later.
I receive emails on a regular basis from this casino saying I am a VIP, but I do not feel that way after this. I understand changing management is a very hectic situation but I feel that I should have been notified that there was a problem with accessing my account and they should not have kept accepting deposits from me if my account is in some sort of limbo.
I hope that this resolved soon as I really enjoy playing at these casinos
After logging into the casino everyday since then I continue to see my request as authorized but have heard nothing further from the casino. I have tried to call them numerous times but it just goes to a generic voicemail. Live chat is not very helpful either. Most of the times I am getting a message saying that they are very busy and to try back in 30 minutes. I finally reached someone on the 14th through live chat and after asking about the status of my withdrawal I was transferred to a VIP host named Mason < surname removed >, He got on the chat and asked if he could call me, which I agreed to. During our conversation he informed me that Grand Fortune was under new management and that they will be honoring all previous withdrawal requests. He said that for some reason they could not access my account and he would need to talk to his boss and he would get back to me the following day and even gave me a time to expect his call. At the end of the conversation I asked if he could give me a general idea of when this would be resolved and he said he did not want to make any promises of dates and times that he could not guarantee until he talked to his boss. He said unfortunately my info was on a server halfway across the world and until the old management released it he wasn't sure how it would be resolved. I did not hear from him at all yesterday.
I again tried to call the casino today and again nothing but going to voicemail. I got on live chat and after a few attempts I finally got someone named Agis. After verifying my username, phone # and email address I explained that I was waiting to hear back about my request and to get some sort of timeline. After a very long time on chat with no response from Agis he finally returned back to say their system was running slow and could I please try again later.
I receive emails on a regular basis from this casino saying I am a VIP, but I do not feel that way after this. I understand changing management is a very hectic situation but I feel that I should have been notified that there was a problem with accessing my account and they should not have kept accepting deposits from me if my account is in some sort of limbo.
I hope that this resolved soon as I really enjoy playing at these casinos
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