PlayGrand Casino - How long is temporary

Dear PlayGrand Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Well oddly enough, only hours after this complaint was published I received the attached email returning access to my now verified account. I still am of the opinion that they were just stringing me along the entire time. To what end though? I'm not entirely sure. Perhaps they were banking on me not contacting this amazing team at AskGamblers, and were just going to keep my money. Although, I can't imagine why they would do this over 75$, but THEY DID. So, let this be a warning to all. This was hands down the worst experience I have had to date with any casino. So much so that I don't even want to try to get a refund as I had previously demanded one, but the fact that I wasn't given one tells me that I'd be in for another headache. As for my deposit and will just play it out then close my account when I'm done, and chalk it up to a 75$ lesson learned. I just hope to God that I don't actually win anything while I play it out. Many thanks to the AskGamblers team for their help, and I hope to never need it again.

Dear KEVEN11,

We sincerely apologise for any inconvenience caused as a result of the delay in reviewing your account. We can confirm that your Playgrand account has been reactivated.

Regards,
Playgrand Casino

Not good enough. A simple apology just doesn't suffice. The amount of aggravation you put me through and the length to which I had to go to regain access to my account and money deserves more than just a simple apology if you want even a chance at keeping my business and to have me not post reviews far and wide telling of my experience. I will leave that ball in your court.

Dear @Keven11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

I have received an email from playgrand casino (attached) in which they finally explain why my account was frozen. The problem is that this information came to me TWO WEEKS too late. I am holding my position that nothing short of a full refund will bring my complaint to what I would consider a resolution. The email they sent is more of a slap in the face than anything.

Dear @Keven11,

I hope this message finds you well.

I am writing to inform you that your request for a refund has been declined. Unfortunately, the temporary suspension of your account does not qualify as a valid reason for a refund under our policy.

Additionally, our Complaints Team sent you an email yesterday morning, with the relevant details. If you are dissatisfied with the outcome, you will need to address the matter directly with our ADR service.

Thank you for your understanding.

Best regards,
Playgrand Casino

Dear all,

Following a careful review and consideration of all the information presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that PlayGrand Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.