RESOLVED: Grand Macao casino Be careful...Close my account after cashout request

Almost 2 month ago i won 100 euro whit a free chip, and after meet the bonus requirement, i deposited 20 euro and request my cashout..

After send various documents to confirm my personal information, my address ecc ecc( i send many documents), they closed my account whit the ridiculous justification of fraudulent documents


Never seen a similar situation...
I send the same documents that i used in all casino, to cashout my wins...

Two Minutes ago i read a similar situation of a LCB user....then i decide to write, even if has passed two months..
many thanks

anyone can help me?

I'm sorry to hear that, but Grand Macao has a warning sign.
Read the following:  Same owners as SlotsJungle, Casino Titan, GoldenCherry, Jackpot Grand. Please exercise caution when playing at this casino. Reports from members include complaints for inexcusable long withdrawal delays and a customer support team that is not resourceful in solving issues. Withdrawal limits are unreasonable with a $500 max limit for most cases even though the terms stipulate “up to $3,000”. These terms are unclear and allow too much leverage to reduce the limits at any time. We advise members to use discretion when considering this casino until further notice.

And this too: Grand Macao Casino has been placed on our warning list due to recent industry events that have occurred. Due to certain acts Top Game have revoked Grand Macao of its gaming license. Therefore new players cannot download the casino and cannot take deposits. We are unaware of if the casino will close but for the moment please choose to play somewhere else until a decision is finalized.

I'm sorry 

You can try messaging the rep by clicking HERE.

I will also bring your thread to her attention.

Hi,


please let me know your username so I can take a look into this.

Best regards

Thanks to all for informations..

CLARA, i have just sent my user id

i have always cashout whit no problem from othercasinò...same documents send..
But, whit grand macao, after win 100 euro and deposited 20 euro..i have only get , clousure of my account..!!

I did not know that Top game have revoked Grand Macao of its gaming license...but it is an action needed, to protect customers...

I Hope to get my money...!
Many thanks to everybody!, txs LCB!

Hi ready82,

Ill get in touch with the brand managers and let you know.

Best regards,

Hi Ready,


just checked with our brand manager and I believe I replied to you on another forum.

The fraud department didn't approve your faxback for security reasons.

Sadly I wont be able to help you on this, you need to get in touch directly with the department.

Best regards,

So, what should I do?
This is a ridiculous situation, my documents are perfectly valid, I've always used anywhere!
I also paid € 20 into your casino to pick.
You do not want to pay,

Hi ready,


the fraud department is using specific Technics, programs and methods that I'm unaware of in order to validate the requests. Sadly I wont be able to help you on this, you will have to contact them directly.

Best regards,

I sent mail to financial department

this is theirs response

Dear xxxxx


"Thank you for your email.

Please note that the relevant department closed your account permanently due to security reasons and violation of our Terms and Conditions.

I regret to inform you that we cannot reopen your account. "


I expected a similar response
1) i have not violated any terms and condition ( i send my personal document, as i made in other casinò=
2) They kept my 20 euro deposited ...This is stealing!!!
Unfair casinò...

DO NOT PLAY HERE!!
I hope they fail

so which is the role of clara hans here? from a rep you expect at least to sort out miscommunication between incapable support/department and player. i suggest a BAN for incompetence for a period of 218 years, how sentences are given in the US for serial killers.

I Guess, its only wast of time, speak whit Clara..
This evil casinò, doesn't want to pay my win.....and i think they will close soon, they fraudolently business..

If they are not prepared to pay you, they should refund your deposit. 

have you asked for it back?

i already asked information, about this solution....(in my last mail), but i have not received response...
!!!

I forgot to explain that, after meet the bonus requirement i deposited whit Moneybooker, but, this evil casinò doesn't accept cashout whit moneybookers....
then, operator, told me to depositd other 20 euro, whit Neteller.....
So, i opened am account whit Neteller, but fortunately, i dont deposit an additional 20 euro...

Clara has disappeared?????

this is the next level of total fraud.
imagine maybe those people running this casino group are respected in their community for a false image, maybe they have kids to educate or complain in public for similar acts they do.
for me is not surprising. internet porn area cover a quite large part of scat fetish, which is beyond all the limits, not including those which are doing for sexual pleasure(do they even exist?). so if the human being lowered so much its standards for a couple of bucks, is not surprising that some choose to do behind the screen, with aliases. fewer and fewer decide to work, to gain experience, to become a skilled worker and to build a future though.
i wish to members who run this fraud to be scammed the same. i also want to say more about this clara hans but is against the rules. you can predict my thoughts though...

Internet porn, scat? ?  man you are losing it...  I do not know what is your problem with Clara, but in the light of your previous racist remarks in another topic , and since you got nothing constructive to add, I would strongly advise you to stay away from this conversation.

Back to the subject,

since this is about player not passing the documents approval I don't think much can be done here. However I do expect casino to make the full refund of deposit made back to the player.

Zuga

i Hope that Clara, come back and read this conversation.
Ok , i will not get my win, but ,at least i want my 20 euro....
Many thank!

Hi,


I'm doing my best to get this reviewed and solved. Since this is a finance / fraud decision I cant guarantee the result.

Ill keep the player informed by PM.

OK , i wait your response
Thanks Clara.

Hello...But, news???

HI ready82,


this case was brought (by me) to finance / fraud in order to reimburse the amounts you deposited.

As far as I understood they will taking care of it.

Will update you later on today or tomorrow with a confirmation. Believe me, I'm doing my best to get this done ASAP.

Clara

i cannot help myself staying away.
this will be the last intervention addressed to clara in a constructive manner:
the user demanded his deposit back on 7 july. on 8 you said you are doing YOUR BEST to get this resolved. today on 14 july you say, "as far i understood", like you speak different language than department in cause. so it took you one fully week just to confirm you finally by 'doing your best', announced the fraud department. my thoughts are that there is no such thing and a handful of 2-3 people operate this group, but is only my opinion. and keep in mind deposits are instant.

here is the constructive advice(which will help her in career) requested by zuga:
next time stop using pigeons with tickets tied to foot but use phone/email when contacting anyone.
believe me, will speed up the process a lot and we will believe you when claiming you are doing your best.

I don't know whether to laugh or cry...
so much time to resolv this little problem, for a ridicolous ammount..

Im here, waiting the R Day.... (Refund Day)

I always thought this place and its sister casinos where very dodgy. Sorry to hear about that, its always disheartening when you get mugged off

Sorry, but i think that Clara.hans, is making a fool of us, and in primis of me...
It is not possible, wait, 100000 years, to receive a similar small ammount..
I hope she will be banned from the forum...

Where is Clara???
Clara's disappearance, many lies he wrote
this is the confirmation that grand macaw caisinò steals money from people ..
I think measures should be taken by the LCB staff, against clara...

Hi ready82,

Clara is really busy however I did manage to have a very brief chat with her and I asked her what the position was re the refund of your deposit.  She said she has made the request 5 times to the finance/fraud dept and still has not had a positive response.  She is giving it another try and will hopefully have a result very soon.

Hi ready82,


Your money will be refunded in the next 24hs. I contacted our finance representative personally and requested to speed this process up due to the previous delay.

I believe you should have the money back by now...

Best regards,

Thanks Clara.

Ready82 - can you confirm receipt of your deposit back?  The topic can then be closed.

Of course..i received my deposit..
Many thanks To LCB and Clara....

That's great ready82. 

Thread updated to resolved.