RESOLVED - Grande vegas casino withdrawal

Hello all,

2 days ago I made a deposit at grande vegas casino with Neteller $ 24, and I took the promotion they gave me 150% + 50 fs, then after I played for quite a long time I finally completed the requirements of playthrough and my money to $ 200 , then I do withdrawal and wait for 24 hours, it is quite surprising to me because they have canceled my withdrawal and wiped out all my wins, and they refund my deposit of $ 24, then after that I try to contact customer service and they convey that player of my country is not eligible for a bonus match deposit, whereas a few days before my deposit I saw some of my friends making withdrawals at grande vegas casino by using a match deposit, this is the situation that I am experiencing now, now I let my money sit in grande vegas account me, before I get a settlement n the problem I am experiencing, whether someone in this forum can help me,
Thank you

Hi

Sorry to hear about your experience. After checking their terms & conds, we can see that players from Indonesia are not eligible to claim any bonus promotions. Please take a look at this sentence: 

26. Accounts from the following countries will be exempt from bonus redemption upon creation of an account: Greece, Poland, Russia, United Kingdom, Romania, Bulgaria, Mauritius, Portugal and Indonesia.

They shouldn't have allowed you to deposit and claim this bonus that is not allowed for your country. We are going to bring this to the casino's attention. Could you please provide me with your casino username? 

If that's the rule they make, I have 2 friends who also have an account at grande vegas, and my two friends also make a deposit by taking a match bonus, and they both managed to cashout with it, for me this has been unfair treatment for me and also unfair in the promotion they give,

My Username: Pharidodot
Email: [email protected]

A little extra,

I got information from my friend who had an account there, before they deposit my friend asked about the match deposit bonus, the customer service team mentioned that players from indonesia are allowed to take promotion match deposit even freechips after deposit (1 time), and my friend managed to cashout, this is very reverse 360 ​​degrees with the condition that I experienced

hi MelissaN, I can advised you that this rules have been ubdate after they declined payment from my friend. I also play at grande vegas casino, I made deposit and receive match bonus and withdrawal, It work well.

I always read term and condition before playing at any casino. I believe not see any terms that my country not eligible to claim bonus deposit.

It makes me convince my friend to play here, I also recommend to read T & C before that, I think it very good for me. He also contacted live chat while claiming the bonus, and they guide him. I was shocked by the result and felt guilty for it. I will not play with them again, they are disabled.

hope you can help my friend

We already informed the casino about your post. We'll see what they are going to say. 

Keep you updated. 

Is there no more information about grande vegas, because until now I have not received any information relating to my problem, whether it can achieve good deal or stick with their decision,

We sent two reminders so far and still no reply. We'll keep on trying. 

Thanks MelissaN, i hope it will clear as soon as,,

We still haven't heard back from the casino. We'll keep on sending them the reminders. 

Hello Pharidodot,

We still haven't received reply from the casino. We've sent them another reminder today. Keep you updated.

@sydney

Okay, thanks for the care that you give, I also do not get any information from them, I will keep waiting for the result of the latest news

Hello Pharidodot,

The casino advised us that you registered from a country not included in the casino’s promotions and that they advised you about this back in November, 
Regarding your claim that some other Indonesian players have withdrawn – the casino says that they don't have a proof for this, unless you provide the account names. 

Okay, I have evidence of a player who has successfully withdrawn from a bonus match deposit, the account name is "bossulo90"

Thanks for providing that account name Pharidodot. The casino will be notified. Keep you posted.

Ok ,, happy to inform you this ,,, if they are a trusted, honest, and responsible casino then they will " say yes " of my information, because i always exchange information with my friend about casino activities ,, i will wait next information

Hello Pharidodot,

This is the reply we received from the casino:

" We have reviewed the account "bossulo90" and in fact, the player was able to withdraw. However, this happened due to a mistake in our payout department. We will make sure that this does not happen again.

As we already explained, players from Indonesia are exempted of using any kind of bonuses and therefore, they will be able to withdraw winnings only if they are not using any bonus with their deposits."

Yes as I guessed they will always give statements that make them right on everything, and I also prepare this beforehand, okay, I am glad to have seen all their actions for me, at least I have a straight view about them and they are not entirely worthy and responsible, I will stay away from them, and for Indonesian players DO NOT PLAY IN GV if you do not want to experience this in your journey, thank you lcb for your hard work for me, you are really professional in the matter that happened, hopefully success forever,

Hello Pharidodot,

We've done everything we could. Unfortunately there's nothing else we can do about this. Please make sure to play in casinos where Indonesia is not restricted for the bonuses (as in this case) in the future to avoid these kind of problems. 

Best of luck!

The case is simple. They exclude Indonesia and thats that. Just because they paid one player on accident does not mean they should pay all promotions restricted players now.

Hope it is a lesson learned for them.