African Grand Casino - Player’s having difficulties withdrawing her winnings.

Withdraw was declined today with no valid reason after following all the instructions the casino gave out : to deposit a certain amount before withdraw, to submit all relevant documentation.

Dear Blackterry,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Was this your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristin,

Yes I received a confirmation email that my documents were well received and I was told to deposit a certain amount before they could pay out my withdrawal, that didn't make sense to me cause the bonus was clear that it was a non deposit bonus and had a ridiculous wagering play through that I also did as required, but I paid the deposit anywa, everything was done as supposed to until they just refuse to pay me. And am not the only one, I've seen a lot of complaints about the same thing.

Thank you very much Blackterry for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

We will now try to contact the casino and let them know about your issue.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond from them within the next 7 days, the complaint will be closed as unresolved which could lead to casino's rating deduction.

Unfortunately, we still haven't receive any respond from the casino. I'm really sorry that we could not help you more, but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hi Blackterry,

I hope you are well.

You claimed the free bonus AGSTUNNING which is a R300 free bonus. The maximum cash out on this bonus is R500. You played and met the wagering. You requested to withdraw R600 from your winnings (that were generated from the free bonus).

You then made a deposit of R60. As per the terms and conditions, for your first withdrawal using a free bonus, you need to make a deposit of at least 50% of the value of the free bonus before you can withdraw. In your case you claimed a R300 free bonus hence you needed to make a deposit of at least R150 to be eligible for the withdrawal. Please see screenshot below:

Your withdrawal was rejected and the amount eligible to be withdrawn, R500 was reversed into your casino account.

I hope this help clear the confusion.

Thank you.

Kind regards,

Lea

Dear Blackterry,

Please do as the casino advise and deposit the remaining amount so you will be able to withdraw you winnings. Please let us know if there will be any update in the case.

Hi Nick,

Unfortunately the player played the R500 on 26/01/2021 and lost. She played on the game Plentiful Treasures and her balance is now R1.60

The R500 was reversed into her casino account on 13/01/2021.

As the casino claims that the balance has been played and the player did not respond to us in a while, the complaint will now be rejected. I would like to thank to African Grand Casino for cooperation.

Dear Blackterry, please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru