Grande Vegas Casino Support and Complaints Thread

This is something that happened to me. I took so many pics of my ID and everything else they asked for I was so frustrated. Ijust blew through the withdraw. BANG ! That is exactly why they do that. Thery figure impatient people like me gets fed up and gives up. I will never trust them or Slotadstic vecasue they are just alike. Same exact thing with  spins and paperswork. These people are despicable!

Thank you for speaking up!!!

I have had no emails no calls from Grande Vegas. I am really pissed. I have4 spent thousands at there casino in the last decade. They are nothing less that THIEVES BULLIES CON ARTREDSTS. I WOULD REALLY BE CURSING LIKE A SAILOR BUT I RESPECT LCB. tHEY HAVE ROBBED AN OLD DYING WOMAN JUST LIKE THAT!

They say no words to apologize they just stop talikng. No apology, no free credit, nothng. Just make excuses. I dont know what I can say here. but when I .go to the Spirit World I will be pulling some kind of shenanigans. I am sure after i cleanse and go to my soul group I can muster up some electric shocks, maybe crash a server..maybe the whole netgwork!!!!  LOL! oops communication breakdonwn!!  ROTFLMA OFFFFFFF! three stooges style!!

Hello Grande Vegas!

I need someone from your organization to contact me about a withdrawal issue.

You claim my documents haven't been sent in when in fact they all have and that's some time ago. I'm not in the mood for another CS chat who keeps repeating the same thing over and over. Please step in and resolve this beforeweeks of waiting turn into months.

I am not going to blitz my balance off because of your inability to read emails or reluctancy to pay.

Naturally, I have screenshots of all email exchanges, CS correspondence and account activity.

Looking forward to hearing from you ASAP.

Cheers, John

Hello gooober,

Could you please private message me your casino username and we'll get in touch with the Casino Representative.

Hello Sydney,

You got it, PM sent!

Hello gooober,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello gooober,

The Casino Representative says that you need to complete the account verification. He says you have sent some documents, but some of them need to be resent again.

They need a copy POA (not older than three months), a new picture holding your ID (with better resolution than the previous one), and you need to send the authorization form for the card you used.

Without these documents, they won't be able to verify his account completely.

I have had a few denied payouts that didnt make sense. This morning I logged on and checked my account history. It said my request was denied for a bitcoin payout of $501.32. but at the bottom of the list it said $511.93 miscellaneous rule deduction requested and approved. So they took more money from my account. 

I had a playthrough of 16k. Max withdraw 1250. I did just that. 

Hello Vanityinc,

Could you please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Hello Vanityinc,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Keep you posted.

Hello Sydney,

Thanks for the assistance. You would think that Wiz is very unhappy about this since I signed up from his page through his aff link. All that aside, I have send in a total of 47 pictures to these people, the ones you mention above by a multiple of 4/4/5 respectively. All weeks ago and all were in good quality.

I will send these three pics once again today. The moment they are sent/recieved, I will publish them right here(with personal info blacked out) along with the email itself.

 The way things should go from there is Grande Vegas immidiately approving and processing my payout so we will see.

Quick update:

I have emailed the documents mentioned in Sydney's post above, in duplicates and for the Nth time.

They have given themselves a full week to even acknowledge reciept of the email so best case, I'm expecting another request for documents next Tuesday. 

Surprise us Grande Vegas and actually resolve a problem.

Hello Vanityinc,

The Casino Representative checked your account and sent us the following reply:

"The payout was denied as the player used many freebies in a row after her last deposit (14, to be more exact). Please note that the player did not uphold rule 23 of our T&C:

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."

So we've arrived here 8 days later. This time the document below was the problem, apparently the street address in the upper left corner was deemed illegible by Grande Vegas. Do I even have to mention another casino got the exact same picture and didn't have any problems reading it.

So I'll be emailing them yet another time. This of course means I will not get a response a minute sooner than Wednesday December 15th. That will most certainly be another request for another document.

I find it impossible to believe this casino operates with Wizards' endorsement. 

Hello gooober,

Oik, thanks for letting us know. Please keep us updated.

GRANDE VEGAS UPDATE

So yet another 8 days has passed and I'm still not allowed to withdraw. This is after sending in alternative documents right after my last post in this thread.

This time they didn't even bother to email, neither a confirmation nor another nonsense reply.

How should I proceed in this matter, it should be quite clear to GRANDE VEGAS by now that I'm not going to forfeit my money.

Regards, John 

Hello gooober,

We've sent an email to the Casino Representative and asked him to check what's going on. Keep you updated.

Meaning nothing so far, lets give it another bump right now

GRANDE VEGAS will not pay. 

So far am I accurate?

Hello gooober,

We still haven't received a reply from the Casino Representative. We've sent them a reminder email. 

Hello gooober,

The Casino Representative says that you've sent the documents but one is still missing. You need to send them a proof of address (utility bill or bank statement showing the name and address registered on the account), issued within the last 90 days.

Howdy Sydney,

Here's the last proof of address sent on 12/17 and recieved by them. Just stalling and taking non-payment to a new level.

The email sent was the 9th that contained proof of address, using four different documents.

Just tell me what to do next that's not sending yet another document.

Hello goober,

They need you to send the POA which is not cropped. Please send them the entire document in PDF version.

It's been sent yet again, including a whole bunch of PDF pages with highly personal information.

Wonder if it will be enough.

Edit to add: they already have a government issued ID with my full address, can't wait to hear the reason why that won't do. After all, it is good enough to get six-figure loans.

Hello gooober,

Please keep us updated on how this works out. 

Grande Vegas Casino refused to pay me $178. They gave me a free $25 because I had recently deposited. Today I received this and I had just deposited on the 5th and the 8th of january. I did not use any code, the $25 was in my account to redeem and use

Dear Christine Lee,

Thank you for your patience regarding your payout request of $ 178.00 USD  via BTC .

Unfortunately, this payout was denied for the following reason:

Customers cannot redeem multiple free bonuses 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 thank you for your continued business and are always available if you should have any questions.

Email:
[email protected]

*** If you can find out why my account ID is buggars
 
 
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Hello buggars,

We've sent an email to the Casino Representative and asked him to check what happened here. Keep you updated.

Hello buggars,

The Casino Representative says your payout will be processed. The funds will be reimbursed to your account and you will receive an email from their payment team asking you to resubmit the withdrawal. You should reply to that email for faster processing.

Thanks for your help Sydney, I received the funds today. You guys never fail to get a good solution, you're the best at what you do. I really appreciate you

Glad that we could help. Thanks for letting us know, buggars! 

I've made play through before and they claimed I had several consecutive bonuses....

Did you have these consecutive bonuses?

Quick update, they did send a check as I requested and it is currently being processed by my bank.

If and when it clears, I will let the forum know.

That's great news. Please keep us posted. 

Username: katya12345

I signed up at Grande Vegas using the lcb 100 free spins no deposit bonus. I won a lot from the fs and ended up having nearly a $6,000 playthrough requirement. I managed to make the playthrough and had $180 balance to withdraw. 

On Wednesday, August 31st, I emailed over the required verification documents and was told that a withdrawal can be made once verified. 

Today, September 5th, I received confirmation email from casino stating that my account was successfully verified and updated. 

I logged into my account but it still showed that I was restricted from the cashier section. I contacted chat support multiple times and eventually was told they would get back to me via email as they had to escalate the issue. In the meantime, I was playing their tournaments but was suddenly logged out. When trying to log back in, I get tlan error saying I wasn't allowed to log in.

Then I received an email stating:

"We regret to inform you that your account has been closed. This is because you are registered from a state that is not allowed to play at our casino.

We apologize for any inconvenience. Please refer to our Terms and Conditions for a complete explanation: Terms&Conditions."

Nowhere in their terms and conditions does it state the restricted states. I then asked chat support for further clarification but received the following responses: 

"In the Terms & Conditions under rule number 23 (g) however, the states are not mentioned."

"U.S players are welcome to register with our casino however, there are states that can not hold an account with our casino due to regulations"

                   ME: Which states are those?

"I am sorry but am not at liberty to provide this information"

.....right...so I am able to sign up and register with my Colorado address, use the no deposit bonus, and then successfully get my account verified by providing ID and PROOF OF ADDRESS...but then suddenly my account is closed because I'm registered for a prohibited state when I try to withdraw my balance?

Hello Kate Randina,

We've contacted the Casino Representative and referred to your complaint here. Please keep an eye on this thread for any updates. 

Hello Kate Randina,

We've got the update regarding your case. Seems that it was some sort of mistake on their end, someone from the casino's team will get in touch with you and resolve the situation. Please let us know how the situation unfolds. 

Hello Kate Randina,

The Casino Representative contacted us with the information that your account is reopened. You'll be now able to request your withdrawal. Please update us on how it all went. 

So I got the email that my account was reopened but when I logged in and went to the cashier - my account is still restricted from accessing the cashier and requesting withdrawal 

Update - my account was reopened and after contacting chat support I was able to request a withdrawal. Then later on that day I received an email stating g that my account has been closed.

"Your account has been closed, as we are no longer accepting new sign ups from your state at this time. 

We do hope that our services become available in the near future."

This is absolutely one of the worst experiences I've had.

Hello Kate Randina,

We'll contact the Casino to get more information on the situation. Keep you posted on this thread.

Hello Kate Randina,

The Casino Representative assures us that your account is still active. There was a mismatch with location from the free wifi as we were informed and after that was resolved your account got reactivated. Could you please confirm this?

Hi Madison, was just wondering why jackpot winnings or progressives cant be withdrawn if you used a bonus. Also might be an idea to visibly let punters know when withdrawing do Not claim another bonus until withdrawal has been processed.

Hey !! So I won first place in a tournament and I did receive the $60 cash prize . Upon talking to support about verification to cash out I was told that my account has been closed due to the state that I live in . Which is Louisiana . If this was the issue then why when I made my account and put in my address why didn't it stop me there ? 

Hello Wollygog,

As per their T&C you are not allowed to play progressive slots while you are using any kind of bonus.

 

" 9. The following games count towards fulfilling the wagering requirements for all bonuses (deposit and no-deposit): Bonus Bingo, European Slot Poker, Scratch Cards, and all Slots unless otherwise stated.

10. Any wagers made on excluded games before the playthrough requirements are completed, will result in the bonus and any winnings being voided."

Hello ROBIN LYNN,

Can you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hello ROBIN LYNN,

We are still waiting for your credentials to be able to help you. Please PM me.

Grande vegas is having same issues as Everygame. Connection timed out error. I haven't seen any other posts about it but it's happening and i can't reach support.  Anybody else having grande vegas technical issues. I'm betting it's a cloudflare issue. 

Is grande vegas casino website down. I did a withdrawal on Friday and Saturday and Sunday I am not able to login to website. I am getting nervous.