The Grand Ivy Casino Complaints

8000 withdrawal pending for 21 days

I opened an account with Grand Ivy and managed to get lucky and win £8000 which I withdrew,

Since then my account has been locked, I have provided the requested documents but keep being told my account is under review and there is no time frame for a resolution. I have been messaging daily on live chat. All I want is for my withdrawal to be processed. I have already stated that I am waiting for my UK license if the international ID I provided is not acceptable. I have now received my license and am happy to send this if need be.

I just want this resolved asap

Unresolved

£8,000

Account locked for nearly 1 month

Hello

I am writing to express my frustration with Grand Ivy Casino. My account was locked on the 25th May while I was actively playing a game. Since then, I have been unable to access any games. Upon contacting their support, I was informed that I needed to provide a source of wealth, which I did promptly.

Despite submitting the necessary documentation, including payslips from my employer that clearly show I can afford to play, my account remains locked. It has now been almost four weeks, and I have repeatedly contacted their live chat support for updates. Unfortunately, I receive the same response every single time: "Your account is under review."

This lack of progress and communication is incredibly frustrating. I had to pester HR to provide the payslips, and now, due to the prolonged account lock, I am about to lose my £200 bonus. Every time I reach out to live chat, they ask me to be patient, but I believe I have been more than patient given that it has been nearly a month.

Im really unsure what to do - as i have emailed so many time and spoke to the team, I have no choice but to complain.

Unresolved

Closed account confiscated winnings

I have deposited a lot of money to this account, no issue at all, I’ve made small withdrawals with no issue aswell, I made a few withdrawals this weekend amounting to £410, but they failed so I was asked to send bank details, 2 days later I receive an email stating my account was banned winnings confiscated and no refund of deposits would be made, with very little explanation. How do casinos get away with this?

Unresolved

£410

Withdrawal delayed since January

I joined The grand ivy casino on the 27.01.2023.

I deposited £1500 and played roulette winning £39,000. Which I requested withdrawals.

I received a email on the 29.01.2023 requesting documents.

Photographic ID and utility bill and pic of bank card. Which I provided on the same day. I was advised it can take 4 working days by live chat. On the 05.02.2024 I received a email stating the ID cannot be accepted as I didn't get all 4 corners of the back of the license. I resent the documents and they were accepted on the 05.02.2024.

After waiting several days I contacted live chat on the 09.02.2024 and was advised the accounts team are reviewing and to be patient . I lodged a official complaint at this stage as wasn't happy with the delay.

I received a email stating they will respond to my complaint with 28 days and after emailing support was advised 3-5 working days for a response on the withdrawals. Again I waited for the 5 working days and didn't hear anything.

Today on the 19.02.2024 i received a email requesting the documentation again and also a pic of me holding the ID. Which I sent promptly. After a hour I received another email requesting January Bank statement showing the deposit again I sent immediately.

I received a email short while later stating the deposit of £1500 to grand ivy is not showing. I had to explain it is showing but on the 30.01.2023 as its a card payment on the 27.01.2023 and banks don't process immediately it goes in pending and then processed but it's on the statement. I received another final email stating that they are reviewing and doing some extra checks and to give 5 to 10 working days. The issue I have is iv been advised on the 09.02.2024 that they are doing additional checks and be patient.

Unresolved

£39,000

Withdrawal of £50 not paid after 7 days waiting

I have played and won a small amount of £50 (much less than what I have spent here)
I withdrew the amount of £50 and was asked to send a bank statement. I did this and then was told my withdrawal was processed and I would receive it into that account within 7 days. This time has now passed and I still have not received my money. I contacted them again and was asked to send another statement to show I hadn’t received the money. I did this, and am now being told that I need to allow more time for the funds to be paid to me. I am very unhappy with this level of service and think that 7days is a lengthy time to wait in the first place. I really do not understand why it is taking them so long?

Unresolved

£50

Delayed withdrawal of £10,000 due to ''failed'' payment to my MasterCard

I deposited just over £4,000 into an account on The grand ivy casino and through black jack I was able to get this to £10,000, no bonus just plain cash, I withdrew on 07/08/20 at 12:04am, on 09/08/20 I contacted Support for them to tell me payment failed, even tho I had deposited from this card, I have now sent my bank statement on 10/08/2020 and it is now 12/08/2020 and they still haven’t processed this, telling me that the accounts team has the money and to be patient, not once has the grand ivy proactively messaged me about this situation and now this has been 6 days. Please can you look into this

Unresolved

£10,000

Serious delay on payments

I have been a regular customer of this casino since March 2020, and I managed to win £5,000 on July 8th 2020 whereas I am paid immediately on July 9th 2020. But then, I got lucky and withdraw £5,000 on July 9th and £8,000 on July 10th, which sums up to £13,000. And now it is already 14th of July and I have not received my money yet.

I have contacted the live chat support since July 10th whereas the customer support agent, keeps telling that mandatory checks and verify checks are conducted and they are not providing ANY TIMEFRAME of how long the check will be. I am aware of this as I have registered with other online casino such as 888casino. Therefore, in 888casino, all requested withdrawal will be processed within 1-2 days. But in this website, it has been 5-6 days already. and there is no definite information how long would I wait for my funds or request to be made.

Worst part is... as I want to log in to my account today to record the ID transactions of my withdrawal to have a proof, my account is locked. Due to because I have made a recent comment on the chat about 'your system makes a man suffer from financial difficulties', whereas I have only mentioned it because the frustration of how their account department taking their time to process the request withdrawal. In which case seems to be unfair, as this online casino takes money from you as quick as possible, but they take more than 3 days to process a payment when you request one.

It will be on its 6th day tomorrow and I believe it may last longer than a week because of this. I believe the accounts department is really taking their time on this matter. Also, I am just confused how long they take the checks, when my previous money request has been granted within a day, then this one takes longer than usual. I believe and I have been to other casino such as 888casino, which they only take no longer than 1-2 days for withdrawal process.

Guys, I am pending £13,000..No timeframe for how long the checks are... The customer support will always say 'we will email you once mandatory checks are done', and 'we are not in account department whereas, we will not be able to provide you more information'. This is the worst thing that can happen. When you lose, they take money from you without any checks. And when you win, they have ALL the reasons to delay your money. What is there to check right? All the history game and betting history and account history is in your casino online account. Your bank is registered to your own name, and checks has been done already and all is legal. So guys, you are unfair, frustrating and unjust on this matter.

What a letdown.

Unresolved

£13,000

Payment delayed

From more than month (24/04) I wait for my money. First they told me there was some issue with payment few days later they say something about payment processor fault after that they told me about sending money to my card where that card was connected to bank account which was closed more than year ago. Now I send lots of papework where I show them my bank statements and closing bank statement from that bank where they think they send that money.
They broke Terms and Conditions-point 7.3 where we have a note about withdrawal " All withdrawals will be paid back to the same payment method used to make a deposit on the account"
I made deposit via Paypal but I still dont get any money.

Unresolved

£229

Not paying out 8K no valid reason or known resolution date

Withdrew on 21st April, total sum of £8000, still waiting for it to be paid, at time of writing 12 days later, not once has the casino been proactive to email me of the issues instead they have waited till I have contacted them to say there is a delay with withdrawals be patient. I then made contact again to be told they don’t know when the issue will be resolved but withdrawal was accepted, just due to this delay their end they are investigating, be patient.
In my view this is unacceptable behaviour from The grand ivy casino owned by white hat gaming. 14 days still waiting £8000 owed. I also note there are many reviews on Trustpilot stating this.

Resolved

£8,000

Waiting too long on payment

Hi., been waiting 2 weeks for payment of £6400 and you are not making contact with me I have chased you on chat and also by email with no reply as to why apart from there was a payment issue and you are working to resolve this. This has been going on to long now and need it sorting as you are just making excuses up. You have since locked my account for no reason I would like to know when il be getting my payment

Resolved

£6,400

Withdrawals 'paid' but never received

Hi , my name is Catalin .
Let me tell you what is going on with Grand Ivy Casino when is about important sums of money witdraw .
I was playing over 1 year on this online casino without any problem so far , never had a bonus as I didn`t accept any bonuses from them . I did deposit a lot and also I did manage to witdraw so far but never over 2000 pounds . Last month I was lucky to win big amounts of money and I did raise my account money to 40.000 pounds and I wanted to witdraw 5.000 . I did that on 16th april and money came back to my player account on 18th without any explination from them .
So on 18th I did witdraw another 5000 pounds and I did speak to support and ask why the first withdraw came back to my account . They told me is about security and they did send me an email asking for some explination about my activity .
I did send them my activity explination and withdraw another 30.000 pounds which was splitted in 10k and 20k payment by they`r system .
After my activity explination they did accept my withdraws and proccesed the payment on 24th saying that the payment usually take up to 5 working days to be payed . It was akward because all withdraws so far was made and payed in 24-48 hours so I did think that something will be wrong with that . Yesterday I wnt back to support chat to ask them if they know anything about the payment and where my money is because I didn`t get any money yet. They did ask from me the bank stattment from 18th tilll present which I did sent them later that day .
I did go back to live support to say that the email have been sent and ask them to check that for me as I long as I am there on chat and comfirm that everything is good . They did speak to account team who gave me some ARN numbers for my transactions , 3 transactions and none of them received by me , and recommend me to go to my bank and ask them to track those ARN numbers and see where my money are . I did call Barclays Bank and speak to Payment and dipute department and they told me that none of those ARN are not in they`r system and they can`t say anything about those money as those money was not payed for sure . So I decided to go to my bank today and speak to one of the managers who was very kind and he did help me again to try and track those ARN with one of his collegues from same department . He did came back to me saying that those ARN Numbers could be any payment to any players , but defenitly not for me as I don`t have any money on hold for my account . then I reach the casino support again and they told me to wait till tuesday and they will check with they`r payment providers .
Why should I wait so long for my money as long as my deposit was taken in seconds and as long as if any payment was made was not in my bank account ? I need answers and solutions please and also I need my money !
Thank you very much

Resolved

£40,000

Withdrawal Issue

I was due to receive my withdrawal 5 working days from the withdrawal being processed which was 22-04-2020.

I am still yet to receive the my withdrawal of £1000. I’m speaking to Grand Ivy regularly but I still have no answers

I was asked to send bank statements as proof and then received a reply saying they sent the payment and supplied me with an ARN to track the payment

I have spoken to my bank and they can not locate the payment with this ARN stating it does not exist.

When I then voiced my concerns the Grand Ivy again they told me I would have to get a letter of my bank stating that they can not locate the payment as evidence.

My bank has told me they cannot supply me letters like this.

Grand Ivy has said there is nothing that I can do, so I’ve spent £200+ (deposits) gambling to then eventually win some money and then they won’t pay me out and I don’t know what to do as they will end up keeping the money

Resolved

£1,000

Refused payment, including original deposit

On 30/08/2019 I joined The Grand Ivy casino, deposited £1,000 and played in the live casino, doubled my money and withdrew £2,000. On 31/08/2019 my withdrawal was processed and the funds were back with me as I used PayPal and I had fully verified my account.

On 07/09/2019 I decided to have another go, same as before I deposited £1,000 through PayPal and played the live casino, luckily again I won and and the same day withdrew £1,950 from my account. However this time it was not so straight forward.

The withdrawal didn't get processed so quickly and on 23/09/2019 I received an email saying that my account was being closed, all money kept and that I was not allowed back as a player.

I have not taken advantage of any bonuses with Grand Ivy, all the money I have used has been my own funds and my account is fully verified - if any more documents or phone calls or pictures are needed I am more than happy to supply.

I am not happy about having winnings confiscated when I won fair and square, however I am even more annoyed at having my deposit confiscated as well. Grand Ivy have basically stolen my money - allowed me to deposit and then kept my deposit.

I really hope you can help me with this as I am getting no where with their complaints team.

Thanks

Resolved

Closed my account with £8,000 winnings, won't say why

I have won quite a bit from this casino never had any problems Withdrawing.I have £8000 no bonus used which is in pending that I withdrew 22/8/19. I've gone to log in and my account and It's closed. I asked why on live chat and they say they are reviewing my account and keep An eye on your emails.Still asked why with no response.

I have withdrew from here lots of times no I'm worried that they are not going to pay winnings

Resolved

Delayed £5,000 payment

Hi there - I have made a number of withdrawals in the thousands of pounds from this casino in the past few months where they have already verified all aspects of my identity, payment methods and address. I made a new withdrawal 10 days ago and provided all the documents they requested and been waiting now for a week (5 days of which with absolutely no response from the accounts department which does not include the live chat or the VIP help desk who have no info and hence their response doesn't count I would argue). Below is a brief timeline of my episode with them:

- July 18: I have made a new request to withdraw GBP 5,000 all cash no bonus (bare in mind that this is less than the amount I deposited few days earlier);
- July 18: they asked me to send all sorts of verification docs (which I have already sent in the recent past and account was fully verified) which I sent again;
- July 19: they sent an email saying my account is "all has been verified";
- July 22: They came back again and asked for a source of funds proof and listed a number of options to choose from which included (a statement showing money payed to my account from another betting site);
- July 22: I sent them a bank statement showing an amount of USD 16,000 paid into my account from a well-known betting establishment;
- July 23: they said the statement was old as it shouldn't have been more than than 3 months old (the one I sent was only 4 months old! );
- July 23 : I sent them a new statement showing an amount of more then GBP 5,000 paid to my account by their own betting site (and the statement was within the three months window);

.... and then just radio silence from that date onward notwithstanding my numerous follow-up emails.

I would be obliged if you could reach out to them and resolve this issue. (Please note that I have given them a one day notice and shared a copy of this complaint with them but got no response).

Thanks,
Y

Resolved

£5,000

Verification process supposedly completed but account is still locked

I have completed the verification process was sent an email confirming it is all confirmed and my account has been updated on 18th of may

My account is still closed 20th of may i have spoken too the chat department several occasions but keep telling me its with the accounts team but im failing too understand what is with the accounts team i am verified and account is updated as they said

Resolved

£450

Refused to Pay Cash Winnings

Dear Ask Gambler,

Last month, I joined Grand Ivy and deposited £250. I played the slots for a while and got my cash balance up and around the £1,000 mark. I decided to withdraw at this point. I had a bonus of £250 active but this was never staked.

I cancelled my £250 bonus and was left with £1,082 in my balance. Cancelling an untouched bonus is entirely within Grand Ivy's terms. Their term 15 reads:

'Bonus funds can’t be withdrawn until you have met all of these requirements above. Only cash funds can be withdrawn at any time and at your request.'

I waited for a while and did not receive my cash.

On 7 April 2019 I received an email that said that I would not receive my £1,082 as I breached 'term 4'. Grand Ivy claimed that I or someone in my household or, same IP address had already had a bonus with Grand Ivy.

This is untrue this is my first Grand Ivy account and bonus. And I live alone so there couldn't be anyone else in my household.

Moreover, I don't know why this matters as I won with my deposit. The bonus was not touched.

The email I received was very vague it said:

'Your account has been found to be in breach of clause 4 of our Promotional Terms and Conditions:

'4. Eligibility
Only one promotion is awarded per UK account per UK player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of £250 has been returned to your gaming account.'

I asked how I breached this term and received no answer and no evidence. I also sent a screenshot of my play history that showed that I never touched the bonus. Grand Ivy also totally ignored the fact that my winnings were derived from my cash.

I believe that Grand Ivy just send this generic email when they do not want to make payment. I know I wasn't in breach of this term, and my winnings were not bonus related.

Please help me with this matter Ask Gambler. Happy to forward any information required.

Best wishes.

Resolved

£1,082

Verification process issues

Dear Sir/Madame, At the end of August 2018 I joined this Casino online. The 1st of September I sent them all the documentation requested to start the verification process. The same day my account was locked pending verification. At the time in my account there were a few more than £6K including winnings and bonuses. At today, the 16th of September 2018, my account is still locked pending verification. From the casino I’ve always receive the same reply, that they were waiting for a feedback from the relevant department. So, can I please have a point of contact of this “relevant department” so to speak with them, and having some info about my verification process? Best regards.

Resolved

£6,000

Locked account without any further info

Hello I registered in the casino and played there , the second day my account is locked without any reason , i provide the needed doucments for verification and it is still locked for 3 days , i contacted support they ignored me i didnt get any reply , i contact live chat they dont have an answer . although the funny thing i asked how to be a vip member and the support team sent me an email explaining how to br vip member and sent me another casino email to contact them which was spinrider casino . Am so pissed off for the way of locking my account especially after winning also i contacted (spinrider) as mentioned in the funny support email and provide them with my passport and credit card which really interfere my privacy and security

Resolved

Delaying £5,000 Payment For Well Over A Week

Having joined the casino on 13th February and made two deposits, I then was lucky enough to be able to withdraw £5,000 on the 14th February. I completed the verfication process and my documents were accepted without any problems but I am yet to recieve these funds despite waiting 7 days. I have spoken to the support agents numerous times to understand where my money is and time after time I have been told to wait until tomorrow; which I have done. having now reached 7 days however the latest support agent has said I have to send some bank statements in and wait upto a further 5 days which feels like complete stalling tactics. Can you please help escalate to get me my money?

Resolved

£5,000

Withdrawal Problems

I originally made a withdrawal to my registered debit card during the first week of November, I also submitted all the appropriate documents etc and all was accepted. However on this occasion my withdrawal was rejected from my bank and credited back to my Grand Ivy account.
I then submitted this withdrawal again but using my international Westpac bank account number, this was accepted (transaction#4908630572) on the 8th November and I was told the money would show in my account within 2 - 5 working days.
It has now been two and half weeks since this date and no sign of any money in my bank account.
I have contacted Grand Ivy a number of occasions but have not received an actual answer as to where the money may be or whether the international transfer was even processed?!
As requested on November 20th I provided a current bank statement from the withdrawal date (08/11/2017) up until present - to show I have not received the $3000 withdrawal. I was then told that I would receive a response/answer on the issue within 48 hours.
I contacted The Grand Ivy after the stated 48 hour response time to see if they had resolved the problem, but instead was told i'd hear from them in 2-5 days - not 48 hours.
It has been a long time since my first withdrawal attempt - makes me wonder if the transaction was even processed... and without any clue as to what may have happened with the withdrawn money, I am left feeling frustrated and possibly ripped off...
Why can The Grand Ivy see where my money is or tell me what is going on??! Why do I keep getting put off to a later date?
Monique < surname removed >(mzcass71)

Unresolved

$3,000

Took all my winnings with unproven accusations

Hi!
I registered on grandivy.com and deposit 400kr. The welcome bonus was 100% + 25 free spins.
I played and I won. When the bonus was over and it went from bonus money to real money I did a withdrawal for 10000kr and I also sent in my documents to verify my self.
I had around 3800kr left so I kept on playing and won more. After three days I had a winning on 28843kr, 25000kr of them was waiting for withdrawal. Then I got a mail from them telling me that I have been doing bets over there maximum bettings during free spins and that they had taking all my winning.
The mail:
Dear Johanna < surname removed >,

Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions:

7 (vi) The maximum bet allowed while the Welcome Bonus is in play is SEK 5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of SEK 400 has been returned to your gaming account.

Regards

Accounts Team

So I contacted the chat support and told them that on there homepage it says that the maximum bets are 50kr.
The support told me that it was a typing mistake and that she will send it forward. After an hour I get this:
Dear Johanna,

Thank you for contacting Live Support. We trust that you are well.

As per earlier communication your account has been reviewed again and was in fact found in breach of our welcome bonus terms and conditions. At 27-07-2017 00:01:57 GMT a bet of 60 SEK was placed which is against the promotional terms and conditions of the casino. You are able to see this in your account history.

Should you have any further queries, please feel free to contact Casino Support.

Kind Regards,

The Grand Ivy Casino

I then sent them a mail explaining that I did 60kr bets after the bonus was over and at that point I had done a withdrawal.
I also sent them pics on the times for my first withdrawal which was 23:58 the 26/7 and they claimed me for bets over 50kr when there was no active bonus. I also sent pics when the chat support telling me is not possible to do a withdrawal if I had an active bonus.
The third mail I got :
Dear Johanna,

Thank you for contacting Casino Support.

As your free spins which are attached to your welcome bonus were then played on 27/07/2017 00:31:40, which initiated wagering again. At this point as the free spins are part of the welcome bonus, the maximum bet would then be 50 SEK. Thus your account is still in breach of the welcome bonus terms and conditions and the decision made by the Casino is final.

Should you not be happy with this resolve, we do carry eCogra's seal of approval for operating fairly and honestly. As such you are more than welcome to contact them should you not be satisfied with this resolve: www.ecogra.com

Kind Regards,

The Grand Ivy Casino

I sent them back a mail explaining that I have followed all theirs rules and that I have not done any bets over 50kr after I activated the free spins.
I sent pics to proof that I have not done anything wrong and they are not answering me anymore.
I contacted ecorga but they wrote me back that they are not connected with them.
Can you please please help me???
I'm sorry for my English but this is so heartbreaking for me.
They have giving me three different wrong reasons why they took my money and I have sent them proofs that I have done nothing wrong.
I have sent them three mails and no answers.
Please help me!

Resolved

kr28,423

Stalling Withdrawal Since 6/04

I win £200 from this casino and withdrew it on 6/4 and it got withdrawn to a card where the account is closed. Having contacting them on a number of occasions they said the account is not closed and to contact the bank, which I did who again confirmed the bank was closed. 2 weeks after they got the funds back and confirmed they would send it to my current card in the account with was 19/4 I queried while in the 22/4 and was advised it had not been actioned but would do it on that date. I had still not received my withdrawal by 28/5 and that was me allowing,5 days to hit my account. I was asked to send a copy of my bank statement to confirm it hadn't gone in, with was done 28/4 I was told it takes 48 hours, still nothing! I go on live chat every day sometimes twice per day and I keep getting responses advising me I will get an email when sorted, still nothing! I am so angry because I am getting passed from pillar to post!

Resolved

£200

Refusing to honor AskGamblers exclusive bonus offer

Casino not honouring bonus as offered through Ask Gamblers. They claim offer has never existed & they are not responsible for what others offer. Text as below Welcome to LiveChat Nicholas Support Agent Good Nicholas Hello slugsy1969. How are you today? I'm here to assist you. slugsy1969 hi i have just registered with yourselves through a link on Ask Gamblers. i have received an email informing me of a deposit bonus but its not the one as advertised on Ask Gamblers? Nicholas Unfortunately we cannot control what third party websites advertise on our behalf. Although we are unable to control it, we would like to apologize for any miscommunication or confusion caused as a result thereof. slugsy1969 So the offer of a 200% bonus upto £200 is not valid? http://www.askgamble…percent-up-to-gbp-eur-usd-200/ The Grand Ivy Casino: 200% up to £200 + 25 FS on 1st Deposit + 75 FS 2nd & 3rd Welcome Bonus - 2016 Codes - AskGamblersTrusted The Grand Ivy Casino: 200% up to £200 + 25 FS on 1st Deposit + 75 FS 2nd & 3rd bonus review, including details, player's comments, and top bonus codes. Nicholas Did you sign up through the link provided on this link? slugsy1969 precisely Read Nicholas I am sorry, but this offer is not a valid offer via Grand Ivy slugsy1969 1:52 am Not to worry. it is unfortunate that your company is unaware it seems of bonuses offered by one of the leading online casino reviewers there is & instead your response is to say your not responsible for offers by yourselves being placed on review sites. I find that extroadinary to be honest. I will take my interest elsewhere as it is clear from the first few minutes of joining that this casino cannot be trusted at all. Obviously i will contact Ask Gamblers & let them know of your stance & clearly (as your registered with the UK Gambling Commision) informing them. Delivered Type in your message here and press Enter to send Powered by LiveChat

Resolved

The Grand Ivy Casino Complaint Stats