Grande Vegas Casino Support and Complaints Thread

Will I wait a long time for a response from a representative? Isn't the weekend over yet. Or he has nothing to say in excuse. Tell everyone how you get rid of players who are not comfortable for you.

Hello Djamil,

We've sent a reminder email to the Casino Representative. Please keep an eye on this thread for updates.

Dear Igor,

Hope you are well.

As you know, at the moment your account is limited to some bonuses, sometimes because of the country you are originated from.

Regarding the freeroll tournaments, you might be eligible for the tournaments in January, that situation can change on a regular basis.

One of the rules to be considered is 4. Players excluded from redeeming bonuses cannot enter Freeroll Tournaments.

Our support agents have answered all your concerns, which sometimes can be hard to accept, however, there is nothing else to state and, you are free to continue playing and enjoying our casino according to our rules.

26. Grande Vegas reserves the right to modify any rules or cancel promotions at its discretion.

Wish you all the best and an awesome new year! 

Kind regards,
Brian 
Grande Vegas Casino Representative

I have been a depositor with Grande Vegas a little over a year now, have never cash out at this casino, and on this occasion I wanted to play their 300$ freechip bonus for 2020 depositors so I made sure to make a deposit before claiming said bonus to avoid issues with withdrawals. 

I kept my bets all under the maximum 10$, and played through the wagering requirements and made a withdrawal request for the maximum cashout allowed for that coupon which was 500$. 
I submitted my request and contacted live chat to make sure my documents were still acceptable or if anything needed updating. I submitted renewed copies of else. 

I took a break for a bit, when I returned I decideed to play my complimentary bonuses for depositing in december and for depositing within the last two days before these bonuses would expire at the end of the month. I didn't win anything on either of the bonuses. A short time later, Grande Vegas emails me saying my withdrawal request has been declined. Here is the email. 

"

Dear Chris,

Thank you for your patience regarding your payout of $808.89 via EcoPayz.

 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 $30.00 back to your account.

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

Yours sincerely,

Gina "

This seems like an extreme course of action given the circumstances, I wasn't attempting to cheat , bonus abuse, or give myself any kind of edge, all of those would definitely warrent any winnings being void. I always thought the rules were no serveral bonuses between deposits and you cant claim a bonus if your account still has a balance other then 0. I had already submitted my withdrawal request and chatted with their live chat support and was under the notion it was "in their hands now" . My account read 0$ and I had some complimentary  bonuses for depositing in decemeber and for depisiting within 2 days, so I played them. 

I politely explainerd to them what happened and politely asked them to reconsider and give me a warning this one time only as it was an honest mistake and I technially played thorugh the bonus already and met its requirements,  how is it fair to deny me 500$ for a mistake like that. 

Technically I did break the rules and thats my fault but give a guy a break here,  I feel like Im being punished for something  that wasnt malicious or intentional and didnt cause any financial loss, losing out on 500$ seems really unfair to me and I wish they would reconsider.

Hello tobinc89,

If you broke the Bonus Terms and Conditions, we might not be able to do anything here, however, please private message me your casino username and we're going to get in touch with the Casino Representative.

Dear Chris,

We were checking with the relevant departments and, unfortunately, there is nothing we can do to change their decision. 

On the 22nd of June 2020, you were advised not to redeem consecutive free bonuses, however, with a pending withdrawal you have redeemed 5 free bonuses in a row.

Therefore, the 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 wish you the best of luck for the future and an Happy New Year! 

Kind regards,
Grande Vegas Casino Representative 

That condition would be reasonable if your casino didn't impose a mandatory 48 hour wait time before even beginning to processs a withdrawal request, you don't process withdrawals on weekends or holidays,  why can other casinos processs a withdrawal in under 5 minutes ( casino extreme, brango, bitstarz) they are straight forward with their withdrawals and don't hide behind rediculous terms that are clearly there to maximize your casino profit. Also why do you allow bonuses to be claimed when the player is inelgible, why are almost all the other RTG casinos set up that a play must make a deposit prior to claiming certain bonuses if it would be against the rules. Probably because it results in a lot more rule violations which translate to more cancelled withdrawls.

Tell me what sets Grande Vegas Casino apart from the other RTG casinos out there because all I see is a pile of sketchy bullcrap
 

Hello tobinc89,

We've sent an email to the Casino Representative and asked him to post a reply regarding your question.

Dear Chris,

Please kindly be advised that we have to respect these terms and conditions and you have accepted them upon your registration.

As mentioned above, the decision made by the relevant department is final and cannot be changed.

Please note that we are not able to prevent customers from redeeming bonuses from their end, it is your responsibility to uphold with the rules of the casino.

The promotions are being sent out by the casino on a regular basis so that customers can enjoy them once their account is ready to do so, and you can stil play with the Cashback or the Comp points.

In case the winnings are coming from your own deposit, those deposits are always credited back into your casino account. Therefore, the amount of $30 has been credited back into your account.

We kindly ask you to please take this opportunity and go through the Terms and Conditions once again in order to get yourself more familiarized with the rules of the casino, so that this does not happen in the future. We are sure you will win again!

We wish you the best of luck for the future!

Kind regards,
Grande Vegas Casino Representative

I just received an email from your documents Dept and respond with the message below. I signed up for your casino through LCB. I hope you can help resolve this issue. I believe it's only fair to give you a heads up and opportunity to respond.   Also alllow others players to see 

I’m sending you new pictures as requested. The pictures you rejected were good enough for every casino I have played in. (Red Dog, Slotocash, Intertops, Sportsbook.ag) The pictures are perfectly clear. If these pictures I’m sending are not good enough please close my account. I like the casino but when I feel someone is not being fair then I’ll just move on my way. I don’t have another drivers license so this will be easy either it works for you or not. I will not make anymore deposits until you respond with approval or rejected. The pictures were taken in HD.

Your affiliate Slotatic Casino I just opened an account. If you decline this set of photos close that account as well. I wish you the best.

David S

Username daveflorida

Hello daveflorida,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear David,

We hope you are doing well.

Thank you for sending the requested documents, we would like to confirm that we have received your email with your documents attached.

The details are currently being checked by the relevant department. Please note we require approximately 3 - 5 full business days for processing.

Once everything is in order or if any documents are still pending or need to be resent, you will be contacted via e-mail regarding the decision on your request.

Wish you a great day ahead. 

Kind regards,
Grande Vegas Casino Representative 

Thanks for responding. I'm just thankful I don't have a pending withdrawal or any winnings in my account while waiting for my documents to be approved or rejected. 

There are a few casinos that play this stalling game with documents. It's odd when the same pictures are approved by several casinos  then rejected by your relevant department. I have to believe they weren't truly examined. If privacy wasn't a concern I would post them here for all to see. Even my utility bill was taken in HD but I was told it wasn't legible.  I have learn one thing this year if you like a casino do the verification of documents before you win something.  This process will give you an idea of the casino your dealing with. In my case all documents were correct but the pictures weren't clear. Lol you could see the wrinkles in my face HD pictures can be so evil. I don't know how much clearer my pictures could have been.

Your web site provides a list of items needed for verification which i completed. Then I received your response after 4 days asking for additional pictures of me holding my drivers license along with clear pictures  Why was the picture of me holding my drivers license request not on the list my guess it gives you 5 more business days for someone with winnings to lose their money.  I look forward to your response.  A

Hi David, 

Unfortunately, I can confirm the pictures were really blurry, and you could not see any information.

We really hope the relevant department will approve your last documents, as a suggestion and if possible, please send the PDF, or a high quality picture of the utility bill.

As the relevant department mentioned in their last email:
"We ask that you please take clear, legible digital pictures. Please ensure that the entire card is visible (no portion should be cut off/cropped). Please note that partially cut off/cropped photos, will not be accepted and will result in delays."

You've sent the old blurry picture (Mobile screenshot), and a cut/cropped one.

Kind regards,
Grande Vegas Casino Representative 

I totally disagree with you. The pictures were clear I'm going to send them to LCB so they can agree or disagree with you. I will send them private message.  If they say they are blurred then I will retract my statements about this process.  If they say the pictures are good then you need to retract your statement and confirm the documents that is being fair on both sides. 

Hi David,

Without disrespect, we are here to help you, and we see that you sent two new emails with photos of your ID when yesterday, we've mentioned that your proof of address (Utility Bill) needed to be sent again before the relevant deparment re-check your documents. 

Please note, we are a different department, without any obligation to check the documents. As mentioned before, if you would like to avoid waiting more time for your account verification, please take elegible digital pictures of your proof of address (Utility Bill). Please ensure that the entire card is visible (no portion should be cut off/cropped). Please note that partially cut off/cropped photos, will not be accepted and will result in delays.

Thank you so much!

Kind regards,
Grande Vegas Casino Representative 

Thanks for the response. First I do like the casino and staff and appreciate any help. Yesterday I did send the utility bill from Duke Energy. I also sent it to LCB they review it and said it looked good.  I will send it again in hopes it reaches you. 

David 

Hello daveflorida,

The Casino Representative has sent us the utility bill you've sent them before and we can confirm that it wasn't acceptable.

The new one that you've sent to us and to the casino after the Casino Representative's reply in this thread looks clear, so that should be ok.

You are incredible! I can't thank you enough :) 

Just wanted to provide an update. The casino representative has had my documents now for over a week and still no response and nothing has been done. The process of having documents verified through this casino has taken almost 3 weeks. I'm not sure what to make of this. I sent emails to the casino support and get no response. Hope to get reply soon 

Hi daveflorida,

We're going to double-check on it with the casino rep. Keep you posted. 

I received a response from the casino.  They rejected my documents again saying poor quality this included the utility bill I sent you.  They also want another picture of my government ID and me holding it. Can you ask the casino rep what's going on the government ID was good. I'll be glad to send my birth certificate if they like 

Hi daveflorida,

Sorry to hear that. The casino rep has been informed, he is going to check with his team again and get back to you once he gets the relevant info. He is not the one who checks and verifies documents and players' accounts. 

I gave it some thought after my prior post.  I'm going to close my account.  Thanks for your help but I don't want to do business with a casino like this.  I suggest to other beware of this casino.  I will post a review later today on my experience with the casino rep and process. Again thank you LCB for all your help. 

We understand your frustration with the verification process. As the casino rep advised us they imposed stricter measures when it comes to verification. 

We have been doing our best to help you along with the casino rep. 

You are very welcome. 

hello

i would like to ask the casino representative to help me verify my account at the grande vegas casino ... they ask for a lot of documents and the response time is too long about a week ... if you can help me with that i would be extremely grateful

my username  is '' plataforma7 ''

thanks

Hi leticia999,

We're going to bring this to the casino rep's attention. Keep an eye on this topic.

hello MelissaN

they blocked my account because the date of my first driver's license is wrong and they wouldn't let me explain...my first driver's license in life was in 2001 and in the document is marking 1981...

this is just a printing error and does not compromise the validity of the document because what really matters is the date of issue of the current document..

i think they were very hard on me but it doesn't matter, i'm writing here just to register my indignation ... there are other good casinos to play in

Hi leticia999,

Really sorry to hear that but please note that all official documents must not contain any errors and they need to be up to date so the casino can verify your account. 

Unless you provide the valid documents I'm afraid we can't help you. 

hi

I provided another document that was my Brazilian identity, but it doesn’t matter anymore they already made their decision...and there are also dozens of other good casinos that I can play at

thanks 

I am more than mad at GRANDE VEGAS

I got a message from google and my virus softwares that my info was breached at Grande. Ten minutes later I get a text from my credit card fraud alert dept saying they think I was frauded and so I checked and I am now fighting a fraud. So  I contact help and asked them to remove all my stored datga and I was told they cant do that. Bull. I worked in the processing business for 40 years and there is NO way the software should be holding all your cards in there system, they dam well can delete them. So I asked the tech to get a manqager and he said NO. Here is the text....below...i have been thracking this othere issue for a m oth also but I will dfeal with that later....

stomer Experience Agent
Me
hello
Carl
GRANDE Afternoon! My name is Carl the friendly Chat Bot.
How can I help you?
Me
vdelete credit cvards
Carl
I'm transferring you now to my human friend. It was very nice to chat with you.
Check out our hottest new game Jackpot Cleopatra's Gold Deluxe

Haynes
Welcome to our Customer Support, I do appreciate your patience. You are now speaking with Agent…Bond! Haynes Bond!
Me
i need you to delete all the credit cards stored on youyr software for my account
Haynes
Hi Laura
I hope all is well?
Me
someone has stolen my id from you and just tried to charge my card
Haynes
I am sorry but we are unable to completed block the card.
I am sorry but we are unable to completed block the card.
Me
not well at all
get a manager then
Haynes
We do have the option to block the cards, however if it is cards you are not using they will be removed over time.
Me
get a manager you store them you deletye them
Haynes
Our managers do not take chats Laura

I hope I'm putting this post in the right place and it's not about getting paid. I just wanted everyone to know about my experience with Grande Vegas casino. I started playing there some months ago because I thought it was a good place and I liked there bonuses but I started noticing it was getting ridiculously hard to meet play through and then I found out that even if I deposited without a bonus, there was still a 1x play through before cashout would be allowed. I have Never heard of a casino doing this and I know it's wrong! I closed my account there.

Hello laura8393,

Please send me your casino username to PM inbox and we'll get in touch with the Casino Representative.

Dear Laura, 

We have contacted the relevant department regarding your latest interaction and the following measures were applied. Please check your inbox, you've received the following email:

"Dear Laura,

Thank you for making Grande Vegas your gaming choice!

Laura, this is a follow up of the chat you had with us on the 19th of June. We would like to advise you that your query was escalated to the relevant department to check for any risk issues, therefore you will be contacted in order to provide us with more details which could help clarify the situation.

Also, in the mean time, all the cards that you have used on this account have been blocked, so they cannot be used on your casino account until the issue has been resolved.

Thank you for your cooperation in this matter!

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

Best regards,

Olivia

GrandeVegas Casino Support"

Feel free to contact our customer support department anytime.

Kind regards,
Grande Vegas Casino Representative 

Well I hope u have taught your people what to do and just not tell a customer they can't do that. Still waitring from an explanation on how all my info was breached and used to make purchases from my card. Do you even understand what tis does and cost a  person not  just monetqrily but time wise. I am old and very sick. My body is causing me to have extremely painful bouts all day and night. Stress just hypes it into hyperdrive,  let alone losing money!!!  I really dont want to hear how it wasn't your fault either. 

Hello laura8393,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear Laura, 

Our relevant department tried to call you, and all attempts were unsuccessful, and the calls rang and went to voicemail.

Without an investigation, it's not possible to verify if there was a breach, and as far as we know, there were no breaches on our security system.

Please, contact our customer support department, and send all the relevant information. Your account is active. However, you won't be able to deposit with a credit card.

Please, take all the necessary actions to secure all your devices.

Kind regards,
Grande Vegas Casino Representative

GRAN DE VEGAS

IF YOU NEED TO TALK TO ME ON THE PHONE I HAD MY NUMBER CHANGED TO WEEKS  AGOI. PLEASE EMAIL ME FOR MY NUMBER

MY ACCOUNT IS BLOCKED I CAN NOT  SIGN I

PUT FROM GRANDE VEGAS AS THE SUBJECT IN EMAILS. 

I THOUGHT YOU WOULD EMAIL ME AT THE ADDRESS YOU  HAVE ON FILE,,,THE HOTMAIL ADDRESS IS CORRECT. 

Hello laura8393,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello laura8393,

The Casino Representative says you should contact their customer support, and provide the correct phone number. He says they tried to call you and sent you an email, and you didn't reply. Your account is also active, and you can access it.

Could you please contact their customer support so they can sort this out?

So again it has been days with no real answer from anyone at Grande Vegas. I want to warn people they are either selling your card number and or your identity to thieves. They also just withing the last couple months have changed their spinning. I played the old version of Jackpot Pinatas and was able to time the spins so maybe one out of 8 tgrys I could get the bonus feature. If your able to get that rose it could actually make you some big money. Well two months or so before the new Deluxe version came out they changed the spininng so when you were in the area of the dogs and tried to sop the wheel spinning, it would not stop in that area no matter how manyh time you pressed stop.  That is  as far as I am concerned CHEATING. Plain and simple. Now the  DELUX addition comes out and there is no deluz, no rose, no multiple hitting a pianta to even get a rose!!!  Now this new spinning cheat is on all the games. yhou can NOT stop the spin when you want.. So forget qabhout wining. There is also a hacker hacing your card numbers, bank info, every card you have ever used is up on the dark web for saled. Dont believe me? Download Grande to your compouter. make sure you antiviru is working, if it doesnt tell you than it is a crappy virus detection. Try AVG or Avast, they ar both free and very good. You can also probably see the threat on CCleaner and Malwarebytes. Also if Gogle is saving your passwordds It will tell you Grande Vegas is deceptive!!!! I will post the waeing I have gotten from google....

that is from google. I will say the same if i  CLICK A LINK FROM A FORUM OR THE GOOGLE ISP.

This could be a worker, manager that is employed at grande also. I will never trust them ever because in my eyes they have stolen a lot of money from me through the years. 

Also the spinning issue is effecting a few of the sister sites Grande has. I believe it is the same ones that are wowned by the same group, theyn share their tournaments also.

BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE  BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE BEWARE

Hello laura8393,

Have you tried to contact Grande Vegas Casino customer support and provide them with your phone number as the Casino Representative suggested?

I cant get   logged in ...they have locked the door. i have video of the slow motion tournament that gramde and slotastic put on me to . i am glad to be rid of them. Michigan is getting more and more onlines casinos that are actually in state and I been doing very well with them playthrough is 1x up to 25x which is the highest . most are 10x. huge dep bonus also. 

thats a cop out...we tried to call...whats next ? checks in the mail?? 

I AM STILL LOCKED OUT...IS THIS WHAT GRANDE DOES WHEN THEY ARE CAUGHT CHEATING? GO LOOK AT THE LAST SIX ,OMTHS OF MY TOURNEY SCORES. AND I HAVE REPORTED IT AND IM NOT THE ONLY ONE

I WILL  BE HITTIN TBHE OTHER FORUMS AN WEB REVIEWS NEXT. 

Hello laura8393,

The Casino Representative has been notified. Keep you posted.

Hello laura8393,

The Casino Representative says you should be able to log in to your account now. Could you please try again?

I  GOT IIS 

HEY THERE

so sorry it took  so  ;ong.   i  got in.

spining is sttill    AN ISSUE, 

Hello laura8393,

Ok, thanks for letting us know.

WELL!!  I am presuming since We have not heard back, I am being ignored!! 

to me that prooves guilt!!   SHAME ON YOU GRANDE VEGAS!!  You have no integrity and in my eyes you have stolen a nice chunk of money from a old very sick woman who lives in horrible chronic pain, but I still do the right thiongs. I  have died once before and been  to the other side. as the late great John Lennon wrote  INSTANT KARMA IS GONNA GET YOU!!

LCB I am sorry for my rambles but despise people that live to cheat others. They should walk in your steps!! It feels  much better to give to others than to be a thief!!

Bless YOU LCB!!