Grande Vegas Casino - Выход игрока задерживается.

Won 100 USD would like to cash it out but my account is not counted even though I have submitted all the required documents. After 5 days, an email comes again that what is missing is exactly the documents that I have set up. The chat says everything is fine, the account will soon be digitized and then I'll get an email, but nothing is happening right now.

Habe 100 USD gewonnen möchte sie auszahlen lassen aber mein Konto wird nicht verzifert obwohl ich alle verlangten Dokumente eingereicht habe. Nach 5 Tagen kommt wieder eine Email das was fehlt genau die Dokumente die ich eingericht habe. Der chat sagt alles gut Konto bald verzifert bekomme dan eine Email nur grade passiert nichts.

Dear Markalc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you advise which documents exactly you submitted originally and which documents were requested from you again in the email? When exactly did you submit the last document required for verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

First of all, thanks for the answer.

Account has been digitized thanks for that.

I caused the issue. Will then take back the complaint and give it a good rating

Erstmal danke für die Antwort.

Konto wurde verzifert dafür danke.

Habe die Ausgabe veranlasst. Werde dan die Beschwerde zurück nehmen und sie gut bewerten

Thanks for your message.

I am glad to hear your account was verified. Was your withdrawal successful as well? We'll keep the complaint open until your withdrawal reaches you. We'll wait for any news from you or confirmation that the withdrawal was successful.

The payout is in process

Die Auszahlung ist in Verarbeitung

Now I allegedly broke some rules and they don't want to pay out

Jetzt habe ich angeblich gegen irgendwelche Regeln verstoßen und die wollen nicht Auszahlen

Did the casino mention any specific rules that were broken? Did you accumulate your win using an active bonus? What games did you play in order to accumulate your win? (which slots, live games, multiplayer)

Dear Mark,

Thank you for your patience regarding your payout of $100.

While reviewing your account we've noticed that the following rule was broken:

Customers cannot redeem multiple free bonuses/free spins offers consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses, winnings or winnings from comp points.

We have denied your withdrawal, voided your winnings and your bonus.

Kindly have a look at the casino Terms and Conditions to avoid breaking any of our rules in the future which may result in your winnings being voided.

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Kayla 

GrandeVegas Financial Services

Das haben die Geschrieben und das habe ich geantwortet.

Markalc73

Hello, first of all thanks for the answer ,

Now they come like this! Question why was the bonus granted and even sent me an email about it if I can't (may) use it?

Why was he accepted by Promocode? who is not allowed to use it? There lies the fault if there is one over the head, not with me but with them

At first you didn't want to digitize and now this? Request for feedback. I also forwarded it to casinoguro

Mfg Mark Sobieralski

Thanks for the update Markalc.

Unfortunately, the casinos try to make their bonuses appear as attractive as possible, but often have strict rules when it comes to withdrawing winnings from them.

Also, the checks for these rules might be made only after the verification of your account is complete.

I reviewed the casino's terms and conditions and I found this https://www.grandevegascasino.com/terms-conditions

23. Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.

Ideally, the player shouldn't be allowed to make a mistake and shouldn't be allowed to break this rule by mistake, but unfortunately, this is not enforced in many casinos. We tolerate these kinds of rules because by playing with the no-deposit bonuses players don't risk their own funds in this situation.

Could you please advise if you've claimed multiple no-deposit bonuses while not making a deposit in between?

2 or 3 pieces.

I'm almost done with it and I've written to caino 3 times, but I haven't received an answer. It's very likely that nothing will come of it for me. But thanks for your effort.

2 oder 3 Stück.

Ich habe damit fast schon abgeschlossen habe das caino nich 3 mal angeschrieben, aber ohne eine Antwort zu erhalten. Es wird dabei für michs sehr wahrscheinlich nichts dabei rum kommen. Aber danke für ihre Mühe.

All emails from me go unanswered

Auf alle Emails von mir wird nicht reagiert

Thanks for the confirmation, Markalc

I'm afraid there's not much I can do for you in this case. If you haven't made any deposits between the no-deposit bonuses and thus redeemed multiple no-deposit bonuses in a row, the Bonus T&Cs were breached and therefore you are not eligible for withdrawal of the winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.