Grande Vegas Casino Support and Complaints Thread

Hello to everyone in Latest Casino Bonuses land...

Grande Vegas Casino Review.

I would like to introduce myself as Madison the VIP manager at Grande Vegas Casino.

Please feel free to PM at any time or email me this is my personal email address and it is only my pleasure to assist you

Oh and FYI, here are a few of the reasons we are a step above the rest!

At Grande Vegas Casino:

• You WILL receive at least one new promotional offer every week
• There are NO weekly or monthly payout limits, as easily as money comes in, money goes out!
• We are the ONLY RTG casino to offer you an ongoing bonus of up to 20% on EVERY deposit you make, up to $5,000 free a month!
• YOU have the choice, any game you play counts towards wagering
• Our around the clock customer support is dedicated to servicing YOUR needs

So, in a nutshell that's what Grande Vegas is all about!

I look forward to hearing from you, so bother me as much as you like

Madison

Nice to meet you, Madison.

Welcome

Welcome to LCB Madison... So glad to have you here....

                                                      PMM

"I look forward to hearing from you, so bother me as much as you like

Madison"

I like that statement. Made me smile & presented a feeling of friendship. Left a good impression on me.


Madison,
Welcome to LCB forum! I am glad you took the initiative to come forth and represent Grande Vegas Casino. As you can see, our members are always keeping an eye out for those casinos that provide the utmost reliable, generous, and considerable customer services.

I look forward to building a strong & positive relationship with you & Grande Vegas Casino.

*4cLvRs All Around*

deposit using ewalletxpress is ok, but why Grande Vegas doesnt have ewalletxpress as a payout option?

Nice intro Madison.  Big welcome to LCB.

I may just have to try your casino out.

blue

hi madison...glad to see you hear at LCB...

i do have a query regarding my account at Grande Vegas

username: soda69

when i saw your post..i re-installed the casino software and went to my history. i notice that $20 coupon was redeemed on Oct 2nd and then i notice a manager withdrawal request for $20 on Nov.4th....i obviously missed a bonus that was placed into my account...was a notification sent to my email address regarding this free bonus? if possible could you have a test message sent to me? i want to make sure i never miss another bonus from your site.

Hi All

Thank you very much for the welcome and I hope that this email finds you all well after the festive season!

soda69, I am so pleased to hear that you are back at Grande Vegas!

Regarding the bonus that you missed, it has been re-credited to your account 

If you could please send me an email with your current email address so that I can verify it to ensure that you not miss out on any further amazing offers!

My email address is

Also, regarding your question TAAADAAA, unfortunately ewalletexpress is not a supported withdrawal method at Grande Vegas Casino at the moment. Should the requests for this method to be included as a withdrawal option increase it is possible that we may re-look at this in the future.


Please do not hesitate to contact me at any time!

Madison

I heard good things about Grande Vegas, I deposited there 7-10 times, I had a chance to cash out $300 on my last deposit, but I couldnt withdraw bc I can only withdraw to ewalletxpress so I was like whatever, and just played to lose all my balance.  I hope Grande Vegas will have ewalletxpress withdrawal option in the near future so I can come back to play.

thanks for answering.

I think a great way to start out is a freebie?

Hiya Madison,

I know you haven't been here in a while but thought I'd throw out the question here anyway. 

Is Grand Vegas going to add tournaments like your sister casinos? 

I have yet to deposit at GV but do all the time at your sister sites because I love the tournies although I'm frustrated to continullay see the same folks at the top of the leaderboard.

i have sent you an e-mail
i hope you can help me

the email got sent back as a failure (undeliverable)
PM sent

Welcome!

if anyone can help here is my problem

i hope you can help me as i am a little mad about something that has happened
i got a birthday chip for $50 and made the play through
i was happy i would be able to cash out $250, but that wasn't to be
now i have read the terms and do not see anywhere what happened to me so hopefully you can help
i was playing and had a balance of about $2700 and then it went straight to $20
a friend was watching me play and we both wondered what had happened to the balance
i went to live chat only to be informed that the balance was reset
i have never heard of this happening so i went to read the terms and i do not see that rule there
i was going to play down to $250 and cash out but i have been told that my balance was reset and that $20 was what i had left
i thought the money was there to play and i was having fun and thought i was going to be able to keep playing for a while before i cashed out
as that was not the case i would like to know where it says in the rules about a balance being reset?
i was also told that when it was reset my balance was $250
it NEVER went to $250
it went straight to $20
hopefully i will get some answers about this
i could have really used that money but after talking to live chat i knew i was not going to get it
i hope you can explain what happened, why and where in the rules to this are to be found
i will post all this when i get your reply so others do not make the same mistake
thanks

Hi, my username for Grande Vegas is hontis.

Firstly, i submitted verification about a year ago. Chat person said they got
it. I started depositing.

THEN,

about a month ago, they blocked me from making deposits using credit card or
prepaid. When i inquired, they said that i didn't send in verification. I told
them to check call log, and basically i was told i was lying.
So, I cancelled my account.

THEN,

I reopened it because i missed Grande Vegas. sent in all verification. After
deposits, for a year, irregardless of amount, I have always been able to got to
chat and request a free chip after loosing.

ALL OF SUDDEN,

Last week i deposited $10, went to chat for chip and was told the first time, I
had to make another deposit before I could claim chip.

I deposited 10.75 Went to chat. A different rep told me I couldn't claim a chip
because the deposit wasn't a minimum of $20. I explained that with both deposits
it was $20. She said it can't be added up. So what the other rep. told me wasn't
taken into consideration. So they said they would forward to management.
Management explained same as second rep. So it doesn't matter what different
reps say when representing the company. (I FIGURED JUST LIKE FALSE ADVERTISEMENT
IN A STORE, I SHOULD BE ABLE TO PURCHASE SOMETHING FOR ADVERTISED PRICE NO
MATTER IF THERE WAS A MISTAKE MADE ON THEIR PART)

TODAY:

I deposited $20. Went to chat. Was told I couldn't claim a chip. I explained
what rep and manager told me last week, and again it didn't matter.

In two weeks I have deposited $60 and received a $10 dollar comp. before it was
way more. what a disappointment.

Dear All,

Please contact Grande Vegas Casino either

• via phone at 1 800 571 7009


• via e-mail at [email protected] or


• via the forum at my user GrandeVegas

hi username colywog at grande vegas and jackpot capital.....my accounts have been blocked from making deposits and withdrawals.....i talked to chat and they said risk dept fixed it....i emailed both casinos....but i am still denied access....chat rep said it was because i requested the casinos be closed then i reopened....which i never did....can you help? thanks

Get this.  On august 27 i get an email for happy anniversary from Grande Vegas.  I have been with grande vegas five or six years.  well the code looks like another code they gave me in june.  I thought they were recycling codes so i log in and try the code that is for $100.  It says already redeemed.  I contact them and say i am having a problem redeeming code.  They said i redeemed it  june 29. now mind you i have the email from them from june.  The rep. tells me that they made a mistake sending out the emails with the same codes, but unfortunately i dont get an anniversary freebie.  I then respond that the error was on their part not mine.  I asked her if i would still get an anniversary freebie. she put me on hold forever and then tells me that i dont qualify for a freebie at this time, but i can check out their promotions page with deposit bonuses.  this isnt about qualifying for a freebie. this is about them sending me two codes twice. admitting their mistake, and finally they dont fix it. so i do  not get an anniversary  bonus this year.  they are really going down hill.

I agree- going downhill and fast. It is so sad to see this but it does happen to the best of them. Seems like the changes were made to make their casino better but it really made it worse. I am not really holding out hope that the casino will fix the error. GL

as of the last chat i had with the rep, they are not going to fix it.  she offered me a deposit bonus code for my anniversary because of their mistake.  You know with retail stores and grocery stores, a law came out that if you are offered something in writing or a different price is range up in the register and quoted to you, you get the item for free or reduced price.  i didnt believe the free part, but i was in food 4 less and this woman was charge 4.89 for 18 pack of eggs. the shelf said 2.99. after the cashier quoted the price she gave new law and told cashier she had to give her the eggs for free.  the cashier refused. the lady asked for a manger and repeated the law, and manager told her she was right and gave her the eggs for free. Grande vegas sent me an email with code and a written promise saying i would get 100 free. they didnt honor it.  shame on them

Is there a rep with this group. I have a problem at Slotastic Casino.
Could someone please confirm if we do or do not have an active rep for these casinos.

However he was active like 5 months ago So i dunno is there anyone else.

The link works fine, you can PM them

Sorry Zuga , operator error..........

jade

Maybe I will hear something tomorrow.
I just don't know what to do. 
I hope that someone can help me. 
I am going to post in complaints.

jade

I went and complained in the complaints section and it is now resolved.
There is a rep here for this group.

Here is the link for them here at LCB.

I'm very disappointed by Grande Vegas I play from many years and deposited regularly.
I never had status of Vip and now they cheat me.
In my in-box had deposit codes for February, I typed it and...... expired! On 2th????
shame!

>:( I received an email promotion for a Valentine free chip and did not get a thing. I did contact support but they were very unfriendly or helpful.

Enjoy $140 for Valentine's

ValentineAll you have to do is deposit at least twice from February 1st to February 12th and you will receive a $140 no-deposit bonus on February 13th via Email.

Ora, should you require any assistance please feel free to contact us by phone or e-mail 24-hours a day, seven days a week!

Kind regards,

Robert Miller,
Casino Manager


This group has really gotten bad.

Happy Valentine's Day

Dear Ora,

Enjoy the most romantic day of the year with a heartfelt 140% bonus up to $140


140% Deposit Bonus up to $140
Coupon code: HAPPYVD-140
How to get your bonuses:
Go to the cashier's 'Redeem Coupon' section, enter the coupon code HAPPYVD-140 and enjoy your extra bonus!

Please note:
This bonus is valid until February 15th. General Grande Vegas Terms & Conditions apply.



Just got this today, but says expires on the 15th Not the promotion for the $140 free 

I have started to deposit here at Grande Vegas,about 2/3 months now.  I have become a VIP player in a short time.  I like playing here mainly because of the bonus coupon offers, which allow me to play a bit longer (lol)  I went back to first page and saw how a manager made a post, welcoming US and such.  I wish someone from here would talk with them and maybe find out if they would restart - maybe throwing us a bone or two, or giving us a heads up on things.  I will say i have yet to w/d from there so not sure how long that goes (haven't been down that road yet) If anyone has w/d from here can you tell me how painless it was (I HOPE)  thanks Lyndalou

Recently registered a new acct. @ Grande Vegas. I did use one free spin coupon when registered the acct. Asked to use 2nd coupon (w/no deposit) from chat tech they approved it. I did win $180 on the coupon. The one dept. won't award me the payment due to the fact 2 coupons used in a row w/no deposit. That chat tech should be fired/reprimanded. That wasn't my fault they redeemed the coupon to my new opened acct. So there sincerely wasn't many days on my acct. to look at for coupon redemption/use. Two thumbs down!!! Unless recitified fairly I won't be customer of Grande Vegas. Did email all the correct depts. my circumstances....no replies from them. 

Maes1010

Hi maes,

Sorry to hear that. Your message and username have been forwarded to the casino. As soon as we get a reply from them we'll let you know. 

I need help with dealing with Grande Vegas regarding a withdrawal request I made a few days ago after winning $1750 after depositing by cc. I've seen the terms and conditions and been told many times by live chat that you can't deposit until your withdrawal has been processed, or you can cancel your request and start the whole waiting game process for them to send out your check by courier. Well I was yet to find anywhere in the legal notices, or on the mobile site itself, any link to the terms and conditions I had viewed before. I searched all the help questions and answers regarding payouts. All only stated you could make another deposit with a cc until the process was finished. I was bored just wanting to pass time while waiting for them to get back to me on the request I'd made 4 days prior( they make you wake 48 business hours) like a dummy I added a free chip to pass time, unaware of the dilemma this would create. I was playing for about 10 mins and got kicked off my acct due to someone else logging in on another device. So I quickly logged back in and my balance suddenly change from about $50 remaining of the bonus to the amount of my request ,$1780. So I go check the status of the request and it shows this   

18097034 Rejected 1,750.00 USD Check by Courier 5/6/2019
7:09:16 AM
25. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses. Ok at worst I'm thinking they'll make me restart the process and drag it out. Then my balance drops to $46, the amount of the deposit I'd made before winning. Checked my email to again find nothing from them. I got on live chat and was connected right away with Carl, I think, who just kept tying something but never would answer me, as if just trying to appear as he was looking into the matter. Eventually after ignoring my concerns he disconnected the chat even though I answered right away that we were still connected. This happened several times before I finally connected with Tanisha, who then rudely tells me to refer to the emails that they'd sent to explain. The emails had two completely different explanations. Here's #1 

18097034 Rejected 1,750.00 USD Check by Courier 5/6/2019
7:09:16 AM
25. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses

I thought ok I'm just gonna have to wait again cuz they'll start me over. Then I opened the 2nd.

Dear Robert,

Thank you for your patience regarding your payout of $1,780.00 via Check.

 Unfortunately, this payout was denied as you have not upheld our below-mentioned rule:

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

We have denied your payout and voided your winnings and your bonus. We have credited your deposit of $ 46.00 back to your account.

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

Yours sincerely,

Sally. 

I searched the mobile site that I play on and there's no link to the terms and conditions anywhere. I pointed that out to yet another rep who kept providing a link in the chat but couldn't tell me how to find it without their link that are just referring to after I began to question their honesty and whether or not this was a term I was able to have access to prior to the request.  

Hello bbrayjr,

Could you please send me your casino username in PM inbox and we'll contact the casino regarding your complaint.

Hello bbrayjr,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative regarding your withdrawal. Keep you posted.

Dear Robert,

Thanks for bringing this issue to our attention.

We reviewed your player account and unfortunately, there is nothing we can do.

You had a pending payout and you should have waited until the payout was processed or cancelled.

According to Grande Vegas  promotional T&C: 25. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

Unfortunately Robert youd did not upheld this rule and therefore the payout was cancelled.

T&C are available in the mobile version of the casino and they do not differ from those published as well in our website

Please remember that you agree to our T&C at the moment of the registration.

Best regards,
Grande Vegas Affiliate Team,

There are no terms on the mobile website . I have searched from top to bottom. I could understand if you made me start the process over. The free coupon that was being played had nothing to do with what was being cashed out. And I wasn't trying to cash out from it just was bored waiting for your answer regarding the cash out, so it gave me something to do. You make up the terms to suit your needs. When I was emailed about it not being allowed the term was stated as such 

Email 1...

AccountPayout Declined - - TraceID 18097034

[email protected]
Mon 5/6/2019 4:09 AM
Inbox
 
To:Robert Bray ([email protected]);
 
Payout Request Declined
Dear Robert Bray,
We're sorry, but your CourierChk payout request of $ 1,750.00 USDfor Account ID bbrayjr has been declined.25. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses

We thank you for your continued business and are always available if you should have any questions.

Email:
[email protected]
Phone:
+1 866 888 5833
- The Staff at -

18097034 - 5/6/2019 7:09:16 

The next email the same term has more added to it as it would benefit you more with these extra words to assist you in stealing my money legally, per you terms.

Email #2...

Declined payout - coupon redeemed on top of pending withdrawal

 
[email protected]
Mon 5/6/2019 4:15 AM
Inbox
 
To:Robert Bray ([email protected]);
 
You replied on 5/6/2019 5:02 AM.

Dear Robert,

Thank you for your patience regarding your payout of $1,780.00 via Check.

 Unfortunately, this payout was denied as you have not upheld our below-mentioned rule:

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

We have denied your payout and voided your winnings and your bonus. We have credited your deposit of $ 46.00 back to your account.

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

Yours sincerely,

Sally 

GrandeVegas Financial Services

As stated in this email the casino "may cancel the players winnings" it doesn't have to. You've decided to do it this way so you won't have to pay out again. 

Hi Robert,

Please see attached a screenshot of the mobile version of the casino, you can see the the T&C are at the bottom of the page.

Players that are awaiting for pay-outs are not allowed to make any deposit nor use any freebies until the payout has been processed. As already explained this is agaist our rules. Moreover, we have credited back your deposit and you have played it down.

Best regards,
Grande Vegas Affiliates Team

Dear Grande Vegas Casino Rep, 

(I don't have a name to call you by) here is a screen shot of the mobile site that I've been playing from. Not sure where yours was pulled from but that's not what is available to me. There is a link to legal notices but no terms & conditions are listed thru it.

Robert Bray

I would've sent sooner but the site wouldn't let me on until now

Hello bbrayjr,

I have also found Terms and Conditions on their mobile version. Please see attached a screenshot of the mobile version of the casino.Terms and Conditions are at the bottom of the page.

That isn't the site that you play on when you hit login it opens a new page, which you can save and login from there from then on. Where there are no t & C's listed. 

CAREFUL OF " GRANDE VEGAS CASINO " 

They're CHEATING.....

I DEPOSIT 25$, Make a WITHDRAW of 126$

DURING MY WITHDRAW PROCESS They send me a email saying 

Hi Serge (Your Username is: sergiousd)

Congratulations! We are happy to reward your weekend play with a $25  no-deposit bonus and hope you enjoy playing at Grande Vegas!

BY TAKING THIS 25$....I BREAK THERE RULES AND THEY DENIED MY 126$ WITHDRAW

Buch of LAME ......%@#$?&

CHEATER...Why they send me THIS EMAIL At the first place...So I use it and VOID MY WINNING

Hi VaRiXD,

Please send me your casino username in PM inbox and we will ask The Casino Rep to advise on this matter. 

Dear Sergiousd,

We have reviewed your account and unfortunately there is nothing we can do. 

Your winnings have been voided as you did not upheld our terms and conditions.

We can see that you added 2 free offers GMNR4NK9 and DAILYSPINS-34 while having a pending withdrawal.

Please note that you are not allowed to use any bonuses while waiting for a payout.

Kindly refer to the terms and conditions you agreed at the moment of the registration: Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

Best regards,
Grande Vegas Affiliate Team

Hello, my withdrawal was denied and winnings confiscated. I deposited 5$ without bonuses. won 115$. Requested payout.  In cashier section found 25$ coupon. And while waiting for withdrawal played with this coupon ( its fun money, because players from my country cant withdraw from no deposit bonuses). Next day got this:

We're sorry, but your Skrill payout request of $ 115.00 USD for Account ID ******** has been declined.Redeemed free bonus whilst having a pending payout

My winnigs was from my cash deposit. What does it have to do with free bonus what casino add to my account?