Grande Vegas Casino Support and Complaints Thread

Hi olegs, 

Please private message me your casino username and we will ask The Casino Rep to look into your account. 

Hi olegs,

We've sent your account info to the Casino Representative. Keep an eye on this thread for the updates. 

Hi Olegs,

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

Your withdrawal request of $115.00 has been cancelled and your winnings have been voided, as the following rule of the casino term and conditions has been breached: "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". Please note that, you have agreed to our T&C at the moment of the registration.

While waiting for your payout to be processed you used the coupon code "QXCPH", breaking the above stated rule. Your $5.00 deposit were credited back to your casino account.

Thanks for your understanding.

Best regards,
Grande Vegas Affiliates Team

I'm having the same problem! I deposited $45 a few days ago and my account was charged twice but I went ahead and played it anyway. As a result I won ended up cashing out $600. I used a monthly coupon which entitles me to a free $25 afterwards. They've now drnied my withdrwal saying I abused the policy?

Dear Christine,

Thank you for your patience regarding your payout of $600.00 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 $45.95 back to your account.

 I also ended up winning from the free $25 and its sitting in my account. 

They voided my $600 and only returned 1 of the $45.95 charges. 

I been a member here for years and have never had any problems. I don't abuse free bonuses and I'm not understanding this

buggars

account id is buggars

This is too bad they should have put in place a system which prevents that.But you didn't mention you had a pending withdrawal before the payouts  through check?

I only had one withdrawal pending. It was afterwards I played the free $25 and won. It's not pending, it's still in my account because you can't get but one withdrawal per week. That's why I don't understand what the problem is?

Hello buggars,

We've sent an email to the casino and asked them to look into your account. Keep an eye on this thread for the updates.

Okay, thanks so much

Hope you get your money back

Me too. This is crazy! Never been an issue with these guys, they're supposed to be one of the good ones. Thanks for concerns, let's hope they pay up.

I have 4 pending withdraws on grande vegas 2500$ + 2500$ + 500$ + 500$ all from a deposit bonus with no max I cashout. i saved chat rep before I deposit to be sure everything is ok. I feel that my withdraw will be rejected and I hope not. Any one had a good experience with this casino?

That's awesome! Good luck. I'm having an issue right now with a very small amount. I have to say this casino has had paying history. Hopefully you'll get your money as well.

Hope whiles withdrawal was pending you didn't apply for bonus offer because that's the trick they using to cancel people hard earned cash

I think that's what I'm facing unfortunately. I used my monthly deposit bonus which entitles me to a free $25 if you deposit in the month of August. I won on the monthly bonus and cashed out my winnings of $600. Then I decided to utilize my free $25. Actually I ended up winning on it as well which was an additional $180. Then I received two emails

Dear Christine, 

Thank you for your patience regarding your payout of $600.00 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 $45.95 back to your account. Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Annalise 

GrandeVegas Financial Services

Dear Christine Lee,
We're sorry, but your CourierChk payout request of $ 600.00 USD for Account ID buggars has been declined. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise.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 Grande Vegas Casino -

They cheated me because their system charged me twice for my deposit and only refunded me one.If they don't make good on this I'll never play here again. Actually I wasn't aware of such policy and I feel they're trying to get over by not paying. 

Show proof of charge to them to reclaim your other 45$...from all their replies it Seems they are not going to pay..but the double charged deposit you have to reclaim for sure.

Yes! I agree

buggars

lucykray wrote:

AKQJT wrote:

I have 4 pending withdraws on grande vegas 2500$ + 2500$ + 500$ + 500$ all from a deposit bonus with no max I cashout. i saved chat rep before I deposit to be sure everything is ok. I feel that my withdraw will be rejected and I hope not. Any one had a good experience with this casino?

Hope whiles withdrawal was pending you didn't apply for bonus offer because that's the trick they using to cancel people hard earned cash

No i didn t I just made a withdraw that i never cancelled of 2500$ and the 700$ i cancelled them many times and requested again for a higher amount until i reached the 6000$ but no free bonus. My account was already verified as I hold my account for 9- 10 years. But i m very stressed because as the amount is bigger these RTG begin to find anything to reject the withdraw. I usually convert my comp points in cash before i withdraw i hope they don t count it as a bonus but it s not a bonus anyone can who know can help? !!! I had the answer from the rep Loulisha that it s ok to claim the comp points while pending withdraw. so until now i keep crossing my fingers.

Hi Christine,

Thanks for your message.

Your account has been reviewed and, we could note that, the rule 25 from our T&C has not been upheld. Therefore, the payout has been denied. Players that are waiting for a withdrawal to be processed cannot use any bonuses nor make a deposit. Please note that, this is not your first withdrawal what makes us believe that you clearly understand the rules you have agreed to at the moment of registration.

We have denied your winnings, including the $180 from the freebie your redeemed after requesting your $630 withdrawal and we have left in your account the $91.90 you deposited.

Thanks for your understanding.

Best regards,
Grande Vegas Affiliate Team

This is a whole new level for me...all your moneys won will be denied because you claimed bonus upon depositing or withdrawal.i need to read t&c more carefully

Hi lucykray,

Everyone who wants to hold an account at Grande Vegas should read carefully our T&C carefully before signing up.

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.

Please find our T&C in the link below:

https://www.grandevegascasino.com/terms-conditions

Best regards,
Grande Vegas Affiliate Team

Does it apply to money won on deposited money or money won from bonus?i think it would be best if you contact CS before to set things straight before taking any action because sometimes the terms are trickish 

Hi lucykray,

Our advice is to never mix up free bonuses with deposit bonuses or plain deposits. You should always play to $0 your balance before redeeming any coupon or making a new deposit.

Regarding withdrawals, you should always wait until the payout has been processed or cancelled before you start playing again. 

If you are not sure about the rules or  about our promotional terms and conditions you can visit our customer experience center and they for sure will be happy to help you. 

Best regards,
Grande Vegas Affiliate Team

If I should make a withdrawal am not supposed to play any game.please is there any reason for this rule being implemented because I don't see what point it makes,c ould you enlighten us more?

Hi lucykray,

This is a management decision which helps to avoid confusions and to easily understand from where the winnings are coming, as there are different bet and withdrawal parameters depending on the bonuses you are using.

For example, the max bet rule if you use bonuses or the withdrawal limits if you are using freebies.

You can have a look to our terms and conditions.

Best regards,
Grande Vegas Affiliate Team

Yes! Very unfair. I do not wish to play here anymore and would like my refund returned to my bank. Is that possible. I've had many winnings here and never before have I been denied. As I said earlier, I've never been aware of such policy and I wouldn't jeopardized my winnings had I known. That would've been stupid on my part. If the free $25 was mine to use, what difference did it make for me to use it whenever. It shouldn't confuse them at all if I make a withdrawal and continue playing on other money, I'm only making a single withdrawal. It's a crock of bull in my book.

In some way it makes sense but you should put in place a system that prevents the player from breaking that rule should he attempt...in this case buggars did not know please be considerate with him

Hello Grande Vegas you said "if you use bonuses" it means if you have an active bonuses otherwise it would be "if you used bonuses". After completing a bonus (a depositing bonus with no max cashout) I should be able to use more then 10$ bet per spin?  Your rep don t know what say. Because when i bet over 10$ there was no bonus it was already completed and part of the past it was all cash. So The rule is clear for the max bet when you have a bonus in my case it was all cash. can you confirm?

Hi Christine,

Thanks for your message.

We cannot refund your deposit as we can see that you have played it down, we could also notice that you redeemed a free bonus after, from which you won $180 and requested a pay-out.

We wish you a good luck playing at Grande Vegas!

Best regards,
Grande Vegas Affiliate Team

A long way from the $600 I won, but yes hopefully  I can reap the benefit of getting the $180.

Buggars

Seriously I just went through the post and I don't think this casino is playing fairly.they intentionally send you offers knowing that you have withdrawal pending just to bait people and steal your winnings...it very unfair

Hello Madison

I have an issue with Grande Vegas I would like to discuss with you I would rather not post as a complaint because I do hold your Casino as one of the better in cyber land. Can you please send me message to my box here?

If you would ratcher do iot in here please let me know i will keep thois page open and check back every so oftern today

Thanks

Laura8393

Hello laura8393,

We've sent an email to the Casino Representative to contact you. 

Thanks Sydney that was very ver nice!!!!

Hello Everyone!

I have never done it before, but I very pissed of myself and I just want to inform You about grande vegas casino's processes, how is going on. Here is my story.

I made account and played out wagers with free bonus chips in first week of September. Than I have sent them all documents what they need. They said 3-5 business days till process is endig. 2 or 3 times, when this time frame just almost finished i got new messages from them with new demands without any true justifications. Rather with immoral lies. I always did well and replied their request, but I started to think that they are incorrect and cheat on me. During 2 weeks i tryed to talk with the support on chat, but i got just disgusting lies, it was time drag. Now, today, without any reasons or notfication, they just not allow me to log in. I looked after terms and conditions and I read immoral assurances. They took advantage of my human beeing beacuse they can use arbitrarly my personal details for their own purpose, not for verifing my account. Their rules allow them make decision without any justification or notification. The whole thing is disgusting and humiliating.

Now, here is my point and goals.

I dont want to let them doing it with me or with someone else, so it is a warning to you guys to be on the lookout with grande vegas casino..

I would like to restore my selfhonor somehow, beacuse I can rightly think that I should get acces to my winnigs. I would like to get player advocacy. If somebody can help me, please dont hesitate to reply it.

Thank you in advance.

Nice day to Everyone.

Ferenc Nagy 

Hello Faro,

Could you please private message me your casino username and we'll ask the Casino Representative to check what's going on.

Thank you for reply, Sydney.

I sent message with my username to you.

I am looking forward what is gonna happening.

Faro

Hello Faro,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Hello Faro,

We've received a reply from the Casino Representative:

"Hi Ferenc,

It seems you have not passed the casino security filters, and unfortunately, you have created multiply accounts in the same casino to enjoy the free welcome bonus.

The support department was always available and provided with the explanation via chat and email as you can see below:

"As previously mentioned, the decision has been made to permanently close your account, as you have breached our terms and conditions by creating multiple accounts. Please see below, a copy of the terms for your reference:

TERMS & CONDITIONS

Please read the following rules and regulations carefully. By registering as a Grande Vegas member and wagering in the Casino you fully accept and understand that all of the following terms and conditions apply.

By accepting and playing any of our promotional offers, the member confirms that the promotional terms and conditions have been read, printed, understood and agreed to.

10. Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Grande Vegas allows only ONE account per computer, household, IP address unless permission is granted otherwise by Grande Vegas.

You can review the full Terms and conditions here: https://www.grandevegascasino.com/terms-conditions"

After investigating further, We could see that your winnings would have been voided because you have broken the max bet rule, placing bets higher than $10.

22. Max bet rule for all bonuses = $10.00. Any winnings plus bonus amounts derived from such bets will be voided.

If you require anything else, our support team is available for you 24/7.

Kind regards,
Grande Vegas Casino Representative"

We've received the evidence from the casino showing that you created multiple accounts, therefore, we consider this case closed. 

Ok, now I see, and I really appriciate your efforts!

My sense of truth says to tell that I didnt have multiplied accounts in the same time, at least non verified as non used at all.

Anyway, if in one household more than one person live, it would be exclusion for them. I am 100% sure, that this casino is not fair and honest at all.

I have never got any notifications from support or someone else with any willing explanations, so there link is incorrect, they werent referenced to me.

P.s.

If they refer max bet rules, they should know that it was after I completed wagers and below on 180 usd all winnigs were avoid. 

Hello Faro,

We've made a conclusion after we've investigated all the evidence provided to us and there's nothing more we have to add regarding this case. 

If you're not satisfied with this decision, you can file a complaint with their licensor: Curaçao iGaming. 

We consider this case closed.

https://jswqzs.com/onlinecasinobonusforum/casinos/winner-screenshots-casino-play/12780 

I ask a representative of Grande Vegas casino to comment on the screenshots at this link. I got them by playing a bonus game on their website. For one thing, I ask you to explain to me why I cannot participate in tournaments that the casino holds for its clients?

Hello Djamil,

You've already brought this to our attention in Grande Vegas Exclusive Freeroll tournament thread HERE and we've sent an email to the Casino Representative on Friday, 11th December at 18.21 CET.

Please note that the Casino Representative does not work on weekends and we don't expect to receive a reply from him before Monday. As soon as we receive a reply from him, we'll let you know.

Hello Djamil,

We've received  a reply from the Casino Representative and here's what he says:

"Your account is not eligible to participate in tournaments at the moment Igor.
Kindly note that accounts are reviewed on a monthly basis and the more you deposit the higher chance that you will be able to take your place at a tournament very soon."

I asked a casino rep, not Sydney

Is he present on the site?

Let him comment on the screenshots. How did they do it?

Dear Igor,

Hope you are well.

As Sydney and our customer support already mentioned, at the moment your account is not eligible to participate on the Freeroll Tournaments.

Kindly note that accounts are reviewed on a monthly basis and the more you deposit the higher chance that you will be able to take your place at a tournament very soon.

Terms & Conditions: https://www.grandevegascasino.com/terms-conditions

Wish you Happy Holidays.

Kind regards,
Grande Vegas Casino Representative

Slot Tournaments T&Cs:
1. The Tournament Buy-In will be deducted from your Real Money account balance. Bonuses cannot be used for Buy-Ins to Slot Tournaments.

2. The Grande Vegas Bonus Terms & Conditions apply to the Slot Tournament Buy-Ins. If you use the playable balance originated from a no-deposit bonus to enter a tournament, the maximum withdrawal of 5 times the bonus will be applied to any tournament winnings.

3.If no deposit was ever made by the player before playing a Freeroll Tournament, only a maximum of 5 times the sum of the tournament winnings can be withdrawn.

4. Players excluded from redeeming bonuses cannot enter Freeroll Tournaments.

5. If you are disconnected from the system during tournament play, the following rules apply: If you are disconnected during play, the slot will not spin on your behalf. If you reconnect within the tournament time, you can continue playing in the tournament. If you cannot reconnect, your Win Box total will remain static, reflecting the amount at the time of disconnection.

6. In case a slot tournament is canceled, the Buy-In will be refunded to the player account.

7. For selected tournaments Add-Ons are available. Prices, values and rake are variable and determined by Grande Vegas Casino. A maximum of 100 Add-Ons per player per tournament are available.

8. Freeroll Tournaments are only for depositing customers. If a customer has never deposited or hasn't made a real money deposit within the last three months, then they are ineligible for our Freeroll Tournaments and management reserves the right to void any freeroll winnings from non depositing players.

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Dear Grande Vegas Casino Representative

Glad you finally responded. I would like to know your name. So that I can establish a more trusting relationship with you. Reading the rules established on the site, I did not find a single point that would limit my participation in the tournaments of your casino. Both with a buy-in and with free admission. You will not be so kind as to point me to this point. So that I can work on my mistakes. And remove all the obstacles that prevent me from participating in paid tournaments.

Regards Igor

Will I get answers from the casino representative for my questions?

1)What parameters should my account have to play in tournaments, both paid and free?

2)Why did the system give me a VIP bonus, and the operator removed it?

3)Why has the slots been freezing lately?

The most important question that worries me. I understand that in this way you get rid of clients who, in your opinion, are considered successful?

Hello Djamil,

Grande Vegas Casino Representative is out of the office for the holidays, so if you have any questions in the meantime, you can contact the casino live chat. 

I am not rushing the representative. Let him answer after the holidays