CLOSED: GRAND IVY CONFISCATED WINNINGS

My winnings were confiscated by Grand Ivy Casino, $2,600 and i have a screen shot to prove that,When i read the Terms and Conditions it states " The Maximum Bet Allowed While The Welcome Bonus Is In Play is $5.00, When I excepted the Welcome Bonus Which is 100% Bonus,I had deposited $70.00 and Received $70.00 Bonus credit which goes into Bonus Balance,When i bet over $5.00 it was with the initial $70.00 i deposited which is in the Cash Balance,The way i interpreted the Terms & Conditions is The Welcome Bonus Is the $70.00 in Bonus Balance and not the Cash Balance,The Bonus was not In- Play when i had bet over $5.00,( Welcome Bonus In-Play ) Which is the $70.00 located in Bonus Balance,and not the cash balance,The $70.00 in cash balance was not Given to me as a Bonus it was not a free gift i had to deposit $70.00 to Receive a Welcome bonus of $70.00 ( i had not started to play with the Welcome bonus When i exceeded the Maximum $5 it was not " In-Play".so the Bonus was "Active" but not " In-Play" located in Bonus Balance.,The word In-Play means In Progress,( Play Through ) This is why i am so confused,of 
As far as i can see, the key to this entire dispute is the meaning of "in play" If the T&Cs disallowed such bets while a player has an "active bonus" i would not have pursued with the complaint.However, "in play" means something very different -- it refers to wagering with the bonus money.( Bonus Balance), I am not denying making bets above the $5 limit but only when playing with own money( cash balance ) (before the bonus money came into play). as soon as i started using the bonus money i restricted my bets to the $5 limit for over 8 Hours until i completed the 35X playthrough requirement, I have included the T&Cs,and also included the summary account history of when i first deposited the $70 and when the Welcome Bonus came into play after i had finished playing roulette with my Cash Balance,and also the Live support chat that indicates when i had bet
over $5.00 to coincide with my statement that it was with the cash balance and not the Welcome Bonus which was not  in-play and when i did start to play with it i had not exceeded the $5 max bet because its part of the Play through requirements, I hope you can help me out and speak to The Grand Ivy Casino or the Parent Casino 21 Casino, If i knew i was at fault i would not waste my time,i have spoke to a lawyer and he told me that the Terms and conditions are in my favour and i have not done anything wrong.

12-05-2017 20:07:21 was the time of the Live roulette spins
joeynas
i ask for my account to be verified than you say we have escalated it to accounts than 2mins later i get an email to say my winnings i did not play roulette or make a deposit on the 12 05 2017 at 12 07 21 you have confiscated this seems very non legitimate,this is just a way to say we are dont want to pay you,i have done the rite thing
im sorry my mistake withthe date i misread the time
JP
Your account has just been verified and a email sent to you
joeynas
can you send me a screen shot with the bonus
with the exact time your saying that i played roulette during the bonus?
JP
you got a mail regarding the verification
i gave you the time for Live roulette play a couple minutes ago
joeynas
ok but i want a screen shot which you still have not sent me
that dose not prove anything?
JP
I am fully aware of that. I am chatting to the department that handled your case. Please be patient while i get answers.
joeynas
ok thanks
JP
17.4 0.16  1 cash debit 12/05/2017 20:09
16.6 17.56  1 cash debit 12/05/2017 20:08
12 34.16  1 cash debit 12/05/2017 20:08
8.4 46.16  1 cash debit 12/05/2017 20:07
on your account you will be able to see this information.

BELLOW ARE THE BETS I PLACED AND WHEN THE WELCOME BONUS BALANCE CAM INTO PLAY AT THE VERY TOP,THE LIVE ROULETTE GAMES ARE THE GAMES THE GRAND IVY CASINO SAID I HAD GONE OVER THE MAX BET OF $5 WHICH WAS PLAYED WITH MY CASH BALLANCE AND NOT THE WELCOME BALANCE BONUS BALANCE

12/05/17 20:12:00 debit King Kong Cash $1.84 $68.16
12/05/17 20:12:00 debit King Kong Cash $0.16 $0.00
12/05/17 20:09:41 debit Live Roulette $17.40 $0.16
12/05/17 20:08:56 debit Live Roulette $16.60 $17.56
12/05/17 20:08:11 debit Live Roulette $12.00 $34.16
12/05/17 20:07:21 debit Live Roulette $8.40 $46.16
12/05/17 20:03:55 credit Dolphin Gold Stellar Jackpots $0.80 $54.56
12/05/17 20:03:55 debit Dolphin Gold Stellar Jackpots $0.96 $53.76
12/05/17 20:03:47 credit Dolphin Gold Stellar Jackpots $0.40 $54.72
12/05/17 20:03:47 debit Dolphin Gold Stellar Jackpots $0.96 $54.32
12/05/17 20:02:55 debit Dolphin Gold Stellar Jackpots $0.96 $55.28
12/05/17 20:02:49 credit Dolphin Gold Stellar Jackpots $0.10 $56.24
12/05/17 20:02:48 debit Dolphin Gold Stellar Jackpots $0.96 $56.14
12/05/17 20:02:37 credit Dolphin Gold Stellar Jackpots $4.40 $57.10
12/05/17 20:02:37 debit Dolphin Gold Stellar Jackpots $0.96 $52.70
12/05/17 20:02:32 debit Dolphin Gold Stellar Jackpots $0.96 $53.66
12/05/17 20:02:26 credit Dolphin Gold Stellar Jackpots $0.10 $54.62
12/05/17 20:02:26 debit Dolphin Gold Stellar Jackpots $0.96 $54.52
12/05/17 20:02:21 credit Dolphin Gold Stellar Jackpots $1.20 $55.48
12/05/17 20:02:21 debit Dolphin Gold Stellar Jackpots $0.96 $54.28
12/05/17 20:02:13 debit Dolphin Gold Stellar Jackpots $0.96 $55.24
12/05/17 20:02:03 credit Dolphin Gold Stellar Jackpots $1.20 $56.20
12/05/17 20:02:02 debit Dolphin Gold Stellar Jackpots $0.96 $55.00
12/05/17 20:01:55 debit Dolphin Gold Stellar Jackpots $0.96 $55.96
12/05/17 20:01:49 debit Dolphin Gold Stellar Jackpots $0.96 $56.92
12/05/17 20:01:42 credit Dolphin Gold Stellar Jackpots $2.40 $57.88
12/05/17 20:01:42 debit Dolphin Gold Stellar Jackpots $0.96 $55.48
12/05/17 20:01:36 debit Dolphin Gold Stellar Jackpots $0.96 $56.44
12/05/17 20:01:29 debit Dolphin Gold Stellar Jackpots $0.96 $57.40
12/05/17 20:01:22 debit Dolphin Gold Stellar Jackpots $0.96 $58.36
12/05/17 20:01:00 debit Dolphin Gold Stellar Jackpots $0.96 $59.32
12/05/17 20:00:47 debit Dolphin Gold Stellar Jackpots $0.96 $60.28
12/05/17 20:00:25 credit Dolphin Gold Stellar Jackpots $0.20 $61.24
12/05/17 20:00:24 debit Dolphin Gold Stellar Jackpots $0.96 $61.04
12/05/17 20:00:16 debit Dolphin Gold Stellar Jackpots $0.96 $62.00
12/05/17 20:00:07 credit Dolphin Gold Stellar Jackpots $0.20 $62.96
12/05/17 20:00:07 debit Dolphin Gold Stellar Jackpots $0.96 $62.76
12/05/17 20:00:02 debit Dolphin Gold Stellar Jackpots $0.96 $63.72
12/05/17 19:59:53 debit Dolphin Gold Stellar Jackpots $0.96 $64.68
12/05/17 19:59:47 debit Dolphin Gold Stellar Jackpots $0.96 $65.64
12/05/17 19:59:27 credit Dolphin Gold Stellar Jackpots $1.90 $66.60
12/05/17 19:59:27 debit Dolphin Gold Stellar Jackpots $0.96 $64.70
12/05/17 19:59:15 debit Dolphin Gold Stellar Jackpots $0.96 $65.66
12/05/17 19:59:06 credit Dolphin Gold Stellar Jackpots $7.20 $66.62
12/05/17 19:59:06 debit Dolphin Gold Stellar Jackpots $0.96 $59.42
12/05/17 19:59:00 debit Dolphin Gold Stellar Jackpots $0.96 $60.38
12/05/17 19:58:52 debit Dolphin Gold Stellar Jackpots $0.96 $61.34
12/05/17 19:57:45 credit Dolphin Gold Stellar Jackpots $4.60 $62.30
12/05/17 19:57:45 debit Dolphin Gold Stellar Jackpots $0.96 $57.70
12/05/17 19:57:36 debit Dolphin Gold Stellar Jackpots $0.96 $58.66
12/05/17 19:57:27 debit Dolphin Gold Stellar Jackpots $0.48 $59.62
12/05/17 19:57:12 debit Dolphin Gold Stellar Jackpots $0.48 $60.10
12/05/17 19:57:07 debit Dolphin Gold Stellar Jackpots $0.48 $60.58
12/05/17 19:57:01 debit Dolphin Gold Stellar Jackpots $0.48 $61.06
12/05/17 19:56:42 credit Dolphin Gold Stellar Jackpots $5.16 $61.54
12/05/17 19:51:02 debit Dolphin Gold Stellar Jackpots $0.48 $56.38
12/05/17 19:50:40 credit Dolphin Gold Stellar Jackpots $1.40 $56.86
12/05/17 19:50:40 debit Dolphin Gold Stellar Jackpots $0.96 $55.46
12/05/17 19:50:32 debit Dolphin Gold Stellar Jackpots $0.96 $56.42
12/05/17 19:50:25 debit Dolphin Gold Stellar Jackpots $0.96 $57.38
12/05/17 19:50:20 debit Dolphin Gold Stellar Jackpots $0.96 $58.34
12/05/17 19:48:28 credit Dolphin Gold $0.50 $59.30
12/05/17 19:48:27 debit Dolphin Gold $0.40 $58.80
12/05/17 19:48:21 debit Dolphin Gold $0.40 $59.20
12/05/17 19:48:15 credit Dolphin Gold $0.05 $59.60
12/05/17 19:48:15 debit Dolphin Gold $0.40 $59.55
12/05/17 19:48:09 credit Dolphin Gold $0.10 $59.95
12/05/17 19:48:09 debit Dolphin Gold $0.40 $59.85
12/05/17 19:47:58 debit Dolphin Gold $0.40 $60.25
12/05/17 19:47:52 credit Dolphin Gold $0.90 $60.65
12/05/17 19:47:52 debit Dolphin Gold $0.40 $59.75
12/05/17 19:47:46 debit Dolphin Gold $0.40 $60.15
12/05/17 19:47:40 debit Dolphin Gold $0.40 $60.55
12/05/17 19:47:34 debit Dolphin Gold $0.40 $60.95
12/05/17 19:47:28 debit Dolphin Gold $0.40 $61.35
12/05/17 19:47:21 debit Dolphin Gold $0.40 $61.75
12/05/17 19:47:16 debit Dolphin Gold $0.40 $62.15
12/05/17 19:47:09 debit Dolphin Gold $0.40 $62.55
12/05/17 19:47:02 credit Dolphin Gold $0.05 $62.95
12/05/17 19:47:02 debit Dolphin Gold $0.40 $62.90
12/05/17 19:46:55 debit Dolphin Gold $0.40 $63.30
12/05/17 19:46:48 debit Dolphin Gold $0.40 $63.70
12/05/17 19:46:43 credit Dolphin Gold $0.10 $64.10
12/05/17 19:46:42 debit Dolphin Gold $0.40 $64.00
12/05/17 19:46:37 debit Dolphin Gold $0.40 $64.40
12/05/17 19:46:30 debit Dolphin Gold $0.40 $64.80
12/05/17 19:46:24 debit Dolphin Gold $0.40 $65.20
12/05/17 19:46:12 debit Dolphin Gold $1.80 $65.60
12/05/17 19:45:50 credit Dolphin Gold $1.80 $67.40
12/05/17 19:45:50 debit Dolphin Gold $0.40 $65.60
12/05/17 19:45:39 debit Dolphin Gold $0.80 $66.00
12/05/17 19:45:31 debit Dolphin Gold $0.80 $66.80
12/05/17 19:45:20 debit Dolphin Gold $0.80 $67.60
12/05/17 19:45:15 debit Dolphin Gold $0.80 $68.40
12/05/17 19:45:08 debit Dolphin Gold $0.80 $69.20
12/05/17 19:42:51 deposit adyen $70.00 $70.00
12/05/17 19:42:51 rollover_bonus First Deposit : 100% up to 300 bonus + 1000% up to 25 free spins $70.00 $70.00

i) Any bonus received from a first deposit is always considered as a Welcome Bonus
(ii) The Welcome Bonus is strictly for new players.
(iii) The Welcome Bonus is credited automatically.
(iv) The Casino welcome bonus is subject to standard play-through requirements as laid out in the Promotional Terms and Conditions above with the addition that you must wager on the total amount of cash deposited and bonus funds received.
(v) The Welcome Bonus offer may not be claimed in conjunction with any other promotions currently offered by The Grand Ivy Casino and is subject to on-going review. The Grand Ivy Casino reserves the right to amend this Bonus offer and its terms at any time, including the cancellation of the promotion.
(vi) The maximum bet allowed while the Welcome Bonus is in play is $5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Hi joeynas,

You get it all wrong. You claimed the Welcome bonus 100%, deposited 70$ and your balance was divided to Cash balance which was 70$ and a Bonus balance which was also 70$. In this case, the money was taken from your Cash balance first and then from a Bonus balance which altogether made a Welcome bonus. The 5$ bet rule is valid for both Cash and Bonus balance because they altogether make a Welcome bonus. Therefore, you broke a bet rule. You had to stick to the 5$ bet rule while playing. 

I have not got it all wrong and i am not the only one to think so,The 100% Welcome Bonus is a Bonus based on the ammount you have deposited so if you deposit $100 you get $100 Bonus credit which goes into your Bonus Balance,The rule states The maximum bet allowed while the welcome bonus is in play is $5.00,The Bonus was not in play,because when i was betting over $5.00 it was with the cash ballance, The Welcome bonus was Active and you have the authority to remove it,If the terms and conditions stated that The maximum bet allowed while the Bonus is Active than that would also mean for the cash balance, because the word in-play reflects the the play through, to receive a Bonus you must make a deposit to receive a match bonus,the cash balance dose not suddenly just appear in your account and its real cash in your cash balance, if you read this term and condition which is part of the Welcome Bonus offer 100% match bonus it cleary states,The Casino welcome bonus is subject to standard play-through requirements as laid out in the Promotional Terms and Conditions with the addition that you must wager on the total amount of cash deposited and bonus funds received.,the key words are you must wager on both cash deposit and bonus funds ( bonus balance ) i had received an email from Steve Russo from Gambling Grumbles and he said that i am correct and he would not have excepted the complaint if i wasn't,he has had over 20 years experience and this is what he had to say,

In the case at hand, Mr Nassar says that his winnings of $2600 were confiscated on the grounds that he violated the bonus terms by making bets above $5 when the "Bonus is in play".

As far as we can see, the key to this entire dispute is the meaning of "in play". If your T&Cs disallowed such bets while a player has an "active bonus" we would not have accepted the complaint. However, "in play" means something very different -- it refers to wagering with the bonus money.

Mr. Nassar does not deny making bets above the $5 limit but insists that he did so only when playing with his own money (before the bonus money came into play). He says that as soon as he started using the bonus money he restricted his bets to the $5.

Thanks for allowing me to post on Lcb i was not asking for you to proceed with my complaint and contact the casino, i just wanted people to understand that casinos do get things wrong in there terms and conditions and they are not always clear,they are only human and do get things wrong, I have played at many casinos in my lifetime and always read the terms and conditions and I'm very well educated i don't have any problems with literacy reading and writing especially binding contracts. Once again Thank you for your time today

Thank you for sharing this info with us, joeynas. We appreciate it. We thought you wanted our help that's why we tried to explain things. No problem at all sharing your opinion with us. We do agree that sometimes casinos' T&C are vague and some rules are not stated clearly. You are absolutely right. However, please have in mind that nobody wanted to offend you regarding this case, on the contrary, we wanted to help you. We can still contact the casino if you provide us with the username. 

To be honest you have not really offended me,what i was asking for was Third Party Advice from Lcb based on my complaint with The Grand Ivy Casino,Like i had mentioned in my earlier post i had already submitted a complaint with Steve Russo from Gambling Grumbles part of the Gambling City Group,and based on my complaint he would not have excepted it unless i had a legitiment case in regards to the terms and conditions which i had outlined earlier supporting my case.

I was hoping that you would have seen eye to eye and shared the same point of view just like Steve Russo from Gambling Grumbles who has had over 20 years experience, He could have easily turned me away but decided not to, If you truely do see eye to eye and support my case,Than yes go ahead and contact The Grand Ivy Casino but if you don't theres no hard feelings,I will provide you with the email that Steve Russo from Gambling Grumbles had sent The Grand Ivy Casino and also the full report that i sent him,If feel that you truely want to proceed than go ahead if you don't thats ok.but please read the detailed report bellow i have alot of timeputting this together.

In the case at hand, Mr Nassar says that his winnings of $2600 were confiscated on the grounds that he violated the bonus terms by making bets above $5 when the "Bonus is in play".

As far as we can see, the key to this entire dispute is the meaning of "in play". If your T&Cs disallowed such bets while a player has an "active bonus" we would not have accepted the complaint. However, "in play" means something very different -- it refers to wagering with the bonus money.

Mr. Nassar does not deny making bets above the $5 limit but insists that he did so only when playing with his own money (before the bonus money came into play). He says that as soon as he started using the bonus money he restricted his bets to the $5.

I realize, of course, that at this point I have only heard one side of the story and there may well be factors of which I am unaware. If so, please let me know what they are.

If there are none, I would appreciate you paying Mr Nassar his winnings, allowing me, when I post the report, to make it a very favorable one for the casino.

I look forward to your early response.

This the email Grand Ivy sent me

Dear Mr Nassar,

Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions:

7 (vi) The maximum bet allowed while the Welcome Bonus is in play is 5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of 120 has been returned to your gaming account.

Regards
Accounts Team


The Grand Ivy Casino
https://www.grandivy.com
Email: [email protected]
Live Chat available on https://www.grandivy.com
18+ Please Bet Responsibly - We believe in Responsible Gambling,
For more information go to www.gambleaware.co.uk

This outlines the bets placed upto the moment when The Welcome Bonus of $70 comes into Play,

The Maximum Bet of $5 was exceeded,During the 4 rounds of Roulette with the Cash Ballance not the Bonus Ballance,outlined at the top of the list

12/05/17 20:12:00 debit King Kong Cash $1.84 $68.16
12/05/17 20:12:00 debit King Kong Cash $0.16 $0.00
12/05/17 20:09:41 debit Live Roulette $17.40 $0.16
12/05/17 20:08:56 debit Live Roulette $16.60 $17.56
12/05/17 20:08:11 debit Live Roulette $12.00 $34.16
12/05/17 20:07:21 debit Live Roulette $8.40 $46.16
12/05/17 20:03:55 credit Dolphin Gold Stellar Jackpots $0.80 $54.56
12/05/17 20:03:55 debit Dolphin Gold Stellar Jackpots $0.96 $53.76
12/05/17 20:03:47 credit Dolphin Gold Stellar Jackpots $0.40 $54.72
12/05/17 20:03:47 debit Dolphin Gold Stellar Jackpots $0.96 $54.32
12/05/17 20:02:55 debit Dolphin Gold Stellar Jackpots $0.96 $55.28
12/05/17 20:02:49 credit Dolphin Gold Stellar Jackpots $0.10 $56.24
12/05/17 20:02:48 debit Dolphin Gold Stellar Jackpots $0.96 $56.14
12/05/17 20:02:37 credit Dolphin Gold Stellar Jackpots $4.40 $57.10
12/05/17 20:02:37 debit Dolphin Gold Stellar Jackpots $0.96 $52.70
12/05/17 20:02:32 debit Dolphin Gold Stellar Jackpots $0.96 $53.66
12/05/17 20:02:26 credit Dolphin Gold Stellar Jackpots $0.10 $54.62
12/05/17 20:02:26 debit Dolphin Gold Stellar Jackpots $0.96 $54.52
12/05/17 20:02:21 credit Dolphin Gold Stellar Jackpots $1.20 $55.48
12/05/17 20:02:21 debit Dolphin Gold Stellar Jackpots $0.96 $54.28
12/05/17 20:02:13 debit Dolphin Gold Stellar Jackpots $0.96 $55.24
12/05/17 20:02:03 credit Dolphin Gold Stellar Jackpots $1.20 $56.20
12/05/17 20:02:02 debit Dolphin Gold Stellar Jackpots $0.96 $55.00
12/05/17 20:01:55 debit Dolphin Gold Stellar Jackpots $0.96 $55.96
12/05/17 20:01:49 debit Dolphin Gold Stellar Jackpots $0.96 $56.92
12/05/17 20:01:42 credit Dolphin Gold Stellar Jackpots $2.40 $57.88
12/05/17 20:01:42 debit Dolphin Gold Stellar Jackpots $0.96 $55.48
12/05/17 20:01:36 debit Dolphin Gold Stellar Jackpots $0.96 $56.44
12/05/17 20:01:29 debit Dolphin Gold Stellar Jackpots $0.96 $57.40
12/05/17 20:01:22 debit Dolphin Gold Stellar Jackpots $0.96 $58.36
12/05/17 20:01:00 debit Dolphin Gold Stellar Jackpots $0.96 $59.32
12/05/17 20:00:47 debit Dolphin Gold Stellar Jackpots $0.96 $60.28
12/05/17 20:00:25 credit Dolphin Gold Stellar Jackpots $0.20 $61.24
12/05/17 20:00:24 debit Dolphin Gold Stellar Jackpots $0.96 $61.04
12/05/17 20:00:16 debit Dolphin Gold Stellar Jackpots $0.96 $62.00
12/05/17 20:00:07 credit Dolphin Gold Stellar Jackpots $0.20 $62.96
12/05/17 20:00:07 debit Dolphin Gold Stellar Jackpots $0.96 $62.76
12/05/17 20:00:02 debit Dolphin Gold Stellar Jackpots $0.96 $63.72
12/05/17 19:59:53 debit Dolphin Gold Stellar Jackpots $0.96 $64.68
12/05/17 19:59:47 debit Dolphin Gold Stellar Jackpots $0.96 $65.64
12/05/17 19:59:27 credit Dolphin Gold Stellar Jackpots $1.90 $66.60
12/05/17 19:59:27 debit Dolphin Gold Stellar Jackpots $0.96 $64.70
12/05/17 19:59:15 debit Dolphin Gold Stellar Jackpots $0.96 $65.66
12/05/17 19:59:06 credit Dolphin Gold Stellar Jackpots $7.20 $66.62
12/05/17 19:59:06 debit Dolphin Gold Stellar Jackpots $0.96 $59.42
12/05/17 19:59:00 debit Dolphin Gold Stellar Jackpots $0.96 $60.38
12/05/17 19:58:52 debit Dolphin Gold Stellar Jackpots $0.96 $61.34
12/05/17 19:57:45 credit Dolphin Gold Stellar Jackpots $4.60 $62.30
12/05/17 19:57:45 debit Dolphin Gold Stellar Jackpots $0.96 $57.70
12/05/17 19:57:36 debit Dolphin Gold Stellar Jackpots $0.96 $58.66
12/05/17 19:57:27 debit Dolphin Gold Stellar Jackpots $0.48 $59.62
12/05/17 19:57:12 debit Dolphin Gold Stellar Jackpots $0.48 $60.10
12/05/17 19:57:07 debit Dolphin Gold Stellar Jackpots $0.48 $60.58
12/05/17 19:57:01 debit Dolphin Gold Stellar Jackpots $0.48 $61.06
12/05/17 19:56:42 credit Dolphin Gold Stellar Jackpots $5.16 $61.54
12/05/17 19:51:02 debit Dolphin Gold Stellar Jackpots $0.48 $56.38
12/05/17 19:50:40 credit Dolphin Gold Stellar Jackpots $1.40 $56.86
12/05/17 19:50:40 debit Dolphin Gold Stellar Jackpots $0.96 $55.46
12/05/17 19:50:32 debit Dolphin Gold Stellar Jackpots $0.96 $56.42
12/05/17 19:50:25 debit Dolphin Gold Stellar Jackpots $0.96 $57.38
12/05/17 19:50:20 debit Dolphin Gold Stellar Jackpots $0.96 $58.34
12/05/17 19:48:28 credit Dolphin Gold $0.50 $59.30
12/05/17 19:48:27 debit Dolphin Gold $0.40 $58.80
12/05/17 19:48:21 debit Dolphin Gold $0.40 $59.20
12/05/17 19:48:15 credit Dolphin Gold $0.05 $59.60
12/05/17 19:48:15 debit Dolphin Gold $0.40 $59.55
12/05/17 19:48:09 credit Dolphin Gold $0.10 $59.95
12/05/17 19:48:09 debit Dolphin Gold $0.40 $59.85
12/05/17 19:47:58 debit Dolphin Gold $0.40 $60.25
12/05/17 19:47:52 credit Dolphin Gold $0.90 $60.65
12/05/17 19:47:52 debit Dolphin Gold $0.40 $59.75
12/05/17 19:47:46 debit Dolphin Gold $0.40 $60.15
12/05/17 19:47:40 debit Dolphin Gold $0.40 $60.55
12/05/17 19:47:34 debit Dolphin Gold $0.40 $60.95
12/05/17 19:47:28 debit Dolphin Gold $0.40 $61.35
12/05/17 19:47:21 debit Dolphin Gold $0.40 $61.75
12/05/17 19:47:16 debit Dolphin Gold $0.40 $62.15
12/05/17 19:47:09 debit Dolphin Gold $0.40 $62.55
12/05/17 19:47:02 credit Dolphin Gold $0.05 $62.95
12/05/17 19:47:02 debit Dolphin Gold $0.40 $62.90
12/05/17 19:46:55 debit Dolphin Gold $0.40 $63.30
12/05/17 19:46:48 debit Dolphin Gold $0.40 $63.70
12/05/17 19:46:43 credit Dolphin Gold $0.10 $64.10
12/05/17 19:46:42 debit Dolphin Gold $0.40 $64.00
12/05/17 19:46:37 debit Dolphin Gold $0.40 $64.40
12/05/17 19:46:30 debit Dolphin Gold $0.40 $64.80
12/05/17 19:46:24 debit Dolphin Gold $0.40 $65.20
12/05/17 19:46:12 debit Dolphin Gold $1.80 $65.60
12/05/17 19:45:50 credit Dolphin Gold $1.80 $67.40
12/05/17 19:45:50 debit Dolphin Gold $0.40 $65.60
12/05/17 19:45:39 debit Dolphin Gold $0.80 $66.00
12/05/17 19:45:31 debit Dolphin Gold $0.80 $66.80
12/05/17 19:45:20 debit Dolphin Gold $0.80 $67.60
12/05/17 19:45:15 debit Dolphin Gold $0.80 $68.40
12/05/17 19:45:08 debit Dolphin Gold $0.80 $69.20
12/05/17 19:42:51 deposit adyen $70.00 $70.00
12/05/17 19:42:51 rollover_bonus First Deposit : 100% up to 300 bonus + 1000% up to 25 free spins $70.00 $70.00

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These are the Live Chat conversations i had with the consultants,He Clearly states that i had exceeded the $5 max bet while the bonus bet was Active,but this is not stated in the terms and conditions,what is stated The maximum bet allowed while the Welcome Bonus is in play is $5,The Welcome Bonus is the 100% Match,( Bonus Ballance ) However, "in play" means something very different -- it refers to wagering with the bonus money,has nothing to do with the cash balance,The only term and condition that has anything to do with the cash ballance is the wagering requirement,outlined here,  The Casino welcome bonus is subject to standard play-through requirements as laid out in the Promotional Terms and Conditions above with the addition that you must wager on the total amount of cash deposited and bonus funds received.

Hello joeynas. How are you today? I'm here to assist you.
joeynas
my money was confisvated
JP
Please hold while i check your account
joeynas
i want to know what game what time please i know for a fact i didnt go over
JP
This was just emailed to you : -] Dear Mr Nassar, Your account has been found...
Dear Mr Nassar, Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions: 7 (vi) The maximum bet allowed while the Welcome Bonus is in play is 5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings. Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of  120 has been returned to your gaming account. Regards Accounts Team The Grand Ivy Casino https://www.grandivy.com Email: [email protected] Live Chat available on https://www.grandivy.com 18+ Please Bet Responsibly - We believe in Responsible Gambling, For more information go to www.gambleaware.co.uk
The Grand Ivy Casino | Home
BeGambleAware: Gambling Help & Gambling Addiction | BeGambleAwareBeGambleAware promotes responsible gambling. Get key information to help recognise problem gambling, and where to find help & support if you need it.
joeynas
i know this was emailed to me but i know i have not gone over for a fact you have not given me a time or date of the bet to prove i bet over $5 which i didnt
JP
Let me check it out please
joeynas
please check because that is a mistake i know i did not go over
JP
Thank you for holding, im looking into it now
joeynas
no probs to be honest i have looked over all my bets and i know while i was playing i did not go over the highest i went was $4 on Jungle jackpots
JP
The $5 rule are also in effect on the rest of the games in the casino. Roulette is one of them. I can see you had 4 spins that was higher then $5 on Live Roulette
joeynas
i did not play live roulette during the bonus round i did not touch any live games or blackjack only once i finished the bonus
whats the date and time? if you can see it
JP
Please hold while i check further please. I will try to help you as much as i can
joeynas
you just seen it?
i did not play roulette during the bonus that can not be correct you have made a mistake
JP
Thank you for holding. Im still looking into this so please be patient.
joeynas
ok i will i just know i did the rite thing and i didnt go over $5 and i did not play roulette during bonus can you please speak with accounts if i did the wrong thing and i knew i wouldnt make a fuss but i am being honest
JP
I regret to inform you that while playing the Live roulett rounds your bonus was still active.
joeynas
that is not correct i had check the balance and the bonus had moved to cash credit,you can see it on the screen
i know i did not play roulette during bonus this is can not be rite
JP
Your bonus was activated 19.42 CET and you played Live Roulette 20.07 CET
You need to play the bonus amount 35 times before you can bet over 5 dollar
joeynas
i understand but i did not go over,i withdrawn $ once my first bonus was finished than i decided to deposit $50 than i got another bonus once that finished than i reversed the $1500 i know i have did everything correct
my account history shows me EST eastern standard time you have given me London time
it just looks like Grand ivy casino dose not want to pay me i my $2600 knowing i have did the rite this and obided by the terms and conditions,
JP
I got timezones confused, sorry about that.
joeynas
can you give me the time and a screenshot of the bonus which shows the time?
JP
Please give me a few minutes, im trying to reach correct person.
joeynas
i want a screen shot of the bonus and time and showning me playing roulette during the first bonus i received in time?
JP
12-05-2017 20:07:21 was the time of the Live roulette spins
joeynas
i ask for my account to be verified than you say we have escalated it to accounts than 2mins later i get an email to say my winnings i did not play roulette or make a deposit on the 12 05 2017 at 12 07 21 you have confiscated this seems very non legitimate,this is just a way to say we are dont want to pay you,i have done the rite thing
im sorry my mistake withthe date i misread the time
JP
Your account has just been verified and a email sent to you
joeynas
can you send me a screen shot with the bonus
with the exact time your saying that i played roulette during the bonus?
JP
you got a mail regarding the verification
i gave you the time for Live roulette play a couple minutes ago
joeynas
ok but i want a screen shot which you still have not sent me
that dose not prove anything?
JP
I am fully aware of that. I am chatting to the department that handled your case. Please be patient while i get answers.
joeynas
ok thanks
JP
17.4 0.16 1 cash debit 12/05/2017 20:09
16.6 17.56 1 cash debit 12/05/2017 20:08
12 34.16 1 cash debit 12/05/2017 20:08
8.4 46.16 1 cash debit 12/05/2017 20:07
on your account you will be able to see this information.
joeynas
ok i understand but that was not played with the $70.00 cash bonus
i played with my own $70 cash and did not go into the $70 cash bonus i had made my first deposit on the 12/05/17 at 19.42.51

Thanks for the detailed explanation and chat transcript. We also notified the casino about this case. 

Hi Melissa,

Thank you for reading my detailed report and sending an email to the The Grand Ivy Casino in relation to my dispute,TC

Kind Regards,

Joe Nassar.

No problem at all. We're always doing our best to help our members and get concerns and complaints sorted. Still not a word regarding your case. However, we'll keep on messaging them. Keep you posted.

Thank you Melissa,i really appreciate it and thanks for keeping me posted

Hi Melissa,

I just want to let you know that i am in the proccess of trying to get my complaint sorted out with another Mediator,The Grand Ivy Casino have replied to their email,It took them a while and hopefully they can come to terms that their terms and conditions need to be revised,I would kindly ask you not to make contact with the The Grand Ivy Casino because than there will be more than one mediator and it will double their work load, I am glad i am a member on LCB and i appresiate all the support you have provided me so far.

Kind Regards

Joe Nassar

Hi Joe, 

Glad they replied. We sent them several reminders so far, but nothing yet. No worries, get this sorted and let us know about the outcome. Good luck! 

Hi Melsisa,

I will keep you posted and let you know how everything goes,once again I would like to say thank you for going out of your way to try and get this matter sorted out.

Kind Regards,

Joe Nassar.