Complaint #62
Grand Fortune Casino
Withdrawal Request Rejected, No Explanation
8 years ago
On December 4th, 2017, I emailed Grand Fortune Casino at their documents Department with a few questions about my account verification. On December 8th of 2017, I submitted all required documentation. I heard nothing from them. So on December 29th of 2017, I contacted them again to inquire about where my account was at and how long I would have to wait for my withdrawal request approvals. Again I received no response of any kind. So I started contacting them via live chat.
I was told to be patient and that it took 24 to 72 hours for my account to be approved. I explained that I had given all my information on December 8th and that was way longer than the 24 to 72 hours. So the gentleman I spoke to said that he would make my account his priority and that I had one document missing.
I was contacted via email on January 3rd requesting my missing document. I submitted it the exact same day. 10 days later I emailed the casino to find out where my account was at and if my withdrawal request had been released. To date I have had no response from that particular inquiry.
I contacted live chat support several times and was continually told that everything was fine and to just be patient. I contacted life chat again yesterday morning, January 15th of 2018, to be told that the document I had submitted was not clear enough and that I needed to submit a clearer copy of that document. I did that. I've created a PDF file and I submitted it yesterday.
This morning I signed in to my Grand Fortune player account, and out of curiosity I clicked on withdrawals. I was surprised and delighted to see that there was only one of the two withdrawals pending. I assumed I had been paid for the first 1,000 US dollar withdrawal. So I logged into my bank account. Nothing. I then went back into my player account and clicked on my pending withdrawals and it's showing that my $1,000 u.s. withdrawal request had been rejected. I wrote down the ID information and I contacted customer service as there was no explanation as to why it had been rejected.
I spoke to a woman on Live chat and she told me that my documents were missing. I explained to her that I had submitted them yesterday. She said then everything is fine if I did it yesterday and not to worry. I thanked her and logged off the chat. She said to me during that conversation that on her end of things she can see two withdrawals pending - one for the $1000 USD in question, and one for $300 USD.
I contacted live support a second time this morning because I got thinking about it and I realized that when I cancel a withdrawal request, that money is immediately debited back into my account to play with and that money is just gone it's not there.
The second individual I spoke to over live chat told me the same thing that my documents were missing. I explained again I had sent them in yesterday. He assured me everything is fine and then I have to wait 24 to 72 hours for it to be processed and sent to the finance department. He also told me that he can see two pending requests.
I asked both of these individuals if they could explain where that thousand dollars was seeing as how it's not in my account, and neither one could answer me. In fact, they avoided answering that question.
I am very alarmed that I'm not going to see that money and that any payouts future or current will never be issued to me. I certainly hope that you are able to help me.
I have snap shots of both of the conversations that I had with live chat this morning should you require them. I can also provide you with the confirmation email numbers of all the emails I sent back and forth to Grand Fortune Casino. And I have the ID number for the canceled or rejected transaction for my $1000 USD withdrawal.
I was told to be patient and that it took 24 to 72 hours for my account to be approved. I explained that I had given all my information on December 8th and that was way longer than the 24 to 72 hours. So the gentleman I spoke to said that he would make my account his priority and that I had one document missing.
I was contacted via email on January 3rd requesting my missing document. I submitted it the exact same day. 10 days later I emailed the casino to find out where my account was at and if my withdrawal request had been released. To date I have had no response from that particular inquiry.
I contacted live chat support several times and was continually told that everything was fine and to just be patient. I contacted life chat again yesterday morning, January 15th of 2018, to be told that the document I had submitted was not clear enough and that I needed to submit a clearer copy of that document. I did that. I've created a PDF file and I submitted it yesterday.
This morning I signed in to my Grand Fortune player account, and out of curiosity I clicked on withdrawals. I was surprised and delighted to see that there was only one of the two withdrawals pending. I assumed I had been paid for the first 1,000 US dollar withdrawal. So I logged into my bank account. Nothing. I then went back into my player account and clicked on my pending withdrawals and it's showing that my $1,000 u.s. withdrawal request had been rejected. I wrote down the ID information and I contacted customer service as there was no explanation as to why it had been rejected.
I spoke to a woman on Live chat and she told me that my documents were missing. I explained to her that I had submitted them yesterday. She said then everything is fine if I did it yesterday and not to worry. I thanked her and logged off the chat. She said to me during that conversation that on her end of things she can see two withdrawals pending - one for the $1000 USD in question, and one for $300 USD.
I contacted live support a second time this morning because I got thinking about it and I realized that when I cancel a withdrawal request, that money is immediately debited back into my account to play with and that money is just gone it's not there.
The second individual I spoke to over live chat told me the same thing that my documents were missing. I explained again I had sent them in yesterday. He assured me everything is fine and then I have to wait 24 to 72 hours for it to be processed and sent to the finance department. He also told me that he can see two pending requests.
I asked both of these individuals if they could explain where that thousand dollars was seeing as how it's not in my account, and neither one could answer me. In fact, they avoided answering that question.
I am very alarmed that I'm not going to see that money and that any payouts future or current will never be issued to me. I certainly hope that you are able to help me.
I have snap shots of both of the conversations that I had with live chat this morning should you require them. I can also provide you with the confirmation email numbers of all the emails I sent back and forth to Grand Fortune Casino. And I have the ID number for the canceled or rejected transaction for my $1000 USD withdrawal.
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