Pending resolution - Grand Rio Casino

Grand Rio casino wont pay from a no deposit bonus of 5 euros (for new players).

On the 10'Th of May 2015 I created an account here with a no deposit bonus for new player RIO and got 5 euros bonus, wagering x20, and made 154 euros. Then I tried to withdraw the money:
Bold is the customer support.

Hello, how can I help?
8:53 Can you please check for me if I can withdraw my winnings?
8:53 I've already done it and hurry to congratulate you on wagering the bonus!
To withdraw funds via the desired payment system, you need to fill the data in your profile and confirm the payment information. This can be done through the desired payment system - you need to deposit the minimum amount of money - 5USD / 5 Euro. For example, to withdraw your winning to Skrill account you need to make a minimum deposit to your gaming account for 5USD / 5 Euro via Skrill. Then you can easily withdraw winnings to the same account - the confirmation payment can also be withdrawn. Processing a request for withdrawal by financial service of Grand Rio Casino takes 12 hours, after that the request is transmitted to the selected operator of payment. Please, pay attention tjta the whole time of charging money can take 1-6 days. The confirmation documents will make this process faster. You should send the following documents to confirm your personal data: copies of the first and second pages of your passport and a page with registration to [email protected].
8:54 Is that information clear?
8:56 yes. thanks
but I don't have a passport, is it ok if I send you my id?
8:57 It may be any document that confirms your personal information. Sure, it may be ID card with information about your name, date of birth and registration.
8:57 and "and a page with registration", is that a utility bill to provide u with the address?
8:59 It is the information about your residence. Is it in your ID?
8:59 yes
8:59 Then you should send a copy of your ID.
It is ok.
9:00 ok then
thank you very much
and have a nice day
9:00 Glad to help you. Good luck!

After I sent my verification documents (photo ID) I was told that I will receive the money that day (10'Th):

hello
12:47 Hello, how can I help?
12:48 I just made a withdrawal and i want you to check please if it will be processed
12:49 You should send verification documents including copies of 1,2 pages of passport and page with registration. It may be as well driving license. Please, send them to [email protected]. That will accelerate processing.
After verification money is to be withdrawn within 12 hours.
12:51 i have already sent the documents and I was verified
12:51 Then you will get your winning today.
12:51ok
thanks
and have a nice day
12:51 You are welcome. Bye!

On the 18'Th I got this email from them:

"Dear player!
Please be informed that the withdrawal of a no deposit bonus is limited to 100 euro per week.
For quick funds withdrawn specify when ordering the withdrawal of up to 100 euros.
Before getting your money, they are available for an increase in your balance!
Just use the free loyalty (gaming vouchers) in the exchange profile BR-points casino Grandrio"

But this information can't be found on the Terms and Condition part of the casino!!!!

They keep telling me that they have some problems with the Skrill payment method but I think they're lying!!!

Below you have my transaction history and my withdrawal page screenshot.

Does somebody have any ideas on how the get the money? Or it's hopeless?
Thanks!

Well i am having the same case with GrandRio.
Dont think i will get any winning from them..
so sad..
Those claiming to have received the payment from them..
i dont know how they get them.
But their software is trusted.. MG and NetEnt..

I am waiting for a withdrawal of 300 they said they would pay in 1 to 6 days, this is the 5th day, keep you informed.

The withdrawal is rejected because you can only withdraw 100 a week from a no deposit bonus.
Hope they pay 100 euro within 1 to 6 days like they say.

Today I received this email from Grand Rio:

"Thank you for your choice and staying with GrandRio. We are very sorry for that unforseen delay with withdrawal. We are waiting for approval from Skrill to process the first withdrawals of our clients in big amounts. All the winnings are to be paid in the nearest days. Thank you for your patience and waiting, you are very important for us!"

So I am still waiting , hopefully not for much longer  >:(

  Dear friend!

      Thank you for your choice and staying with GrandRio. We are very sorry for that unforseen delay with withdrawal. We are waiting for approval from Skrill to process the first withdrawals of our clients in big amounts. All the winnings are to be paid in the nearest days. Thank you for your patience and waiting, you are very important for us!

Tat is the latest email i received today

This casino is not serius, too much delay for payments!

This minute I received the first part of my withdrawal from Grand Rio casino.
Now, I am curious if they will pay the rest
Quoting the payment department, the next withdrawal will be processed next week.

My withdrawal of 100 is rejected!
My documents are approved, I deposited and did not request more than 100 euro.
The chat is closed so I have send a message and email.
I wonder what excuse they have not to pay me.

Still not out of the "woods", yet, with this casino

Today I check my account and I realized that all my "In Progress" transactions were rejected with the message "no games, no bonus withdrawals".
I contacted customer support and they told me that I should talk to the Payments department because they rejected my withdrawals possible because of the following two reasons:

1. Duplicate accounts witch isn't my case and...

2. Suspicion of bonus hunting. I asked the operator what was "suspicion of bonus hunting" and he/she told me that bonus hunting is considered "This is one of the case when a player does not intent to play for real money but just plays for bonuses."

Strange because how can I deposit with them when I still have 900 euros in my account.

I contacted the payments department about the Rejection and they told me:
"No problem there. Error messages. Your output queue waiting for payment"

Didn't understand the message and I clarified with them that it was some kind of error and I can make another withdrawal. Below you have my transaction history and with GREEN you have the REJECTED transaction.

It is already a good news that you guys got your first withdrawal.
i didnt even get  my first withdrawal from them..
geez...

In conclusion to this thread

I got tired of waiting and of the lame excuses of this casino like "still in progress" or "you're the first in line to receive your payment" and played the rest of my sum and tried to close my account at this casino!

Hope you will have more like, them me, in your withdrawals and my advice is to NEVER DEPOSIT AT THIS CASINO.

Good luck to you all!

for some reason i missed this thread. i have forwarded to the rep.

What is the max cashout for no deposit bonuses?

Thanks for the concern!

On the first thread about Grand Rio (Latest Casino Bonuses » Casinos » No Deposit Casinos » Grand Rio Casino No Deposit) casino it is posted that the max. cashout is 50 $ but in the T&C it isn't specified (last time I looked, now I requested to have my account deleted). I managed to receive 199 euros from a total of 1000 euros (on May 26 - 100 euros and June 5 - 99 euros). My first withdrawal was on the 6'Th of May!

I am not saying that I didn't receive more 100 euros from your casino!!!

I told you that Grand Rio doesn't pay 100 euros / week from a no deposit bonus! I am saying that from the 5'Th of June to the 19'Th of June (day I closed my account) I haven't receive any payment from your casino (almost 2 weeks of waiting)!

You want to say that I wasn't entitled to receive more than 100 euros from a no deposit bonus, OK. My problem is that in your casinos T&C it isn't specified that it is a cashout limit on a no deposit bonus!

My problem with your casino is that you kept me waiting for so long!!! It was very annoying! If you didn't want to pay you should have closed my account or told me that the maximum cashout is 100, 50, 20 euros (like your payment dep. told me that the max. cashout is 100 euros / week - conditions that isn't specified in your T&C) or something like "Suspicion of bonus hunting".

In conclusion you could have told me anything and I would have understood but your customer support was like "you are the first in line to receive your payment", "keep waiting, you will receive your money" and your payment dep. didn't answer my emails. That was just rude!!!! >:(

Hi GrandRio,

Seems you need to update your terms and conditions to specify cashout times and limits.

I played here when they have the ND bonus. I made a withdrawal from 100 Euro and get it within 7 days.