African Grand Casino - Player's winnings being paid in installments.

At first I couldn't believe my winnings! I withdraw 5K and they paid out. Again I withdraw 20K and they paid out R7500. And from there africangrand financial team decides the remaining balance they will pay in installments. How can they decide that? It was a fair win on my own deposit.

Dear Mamsnel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that your account has been fully verified in the past?
• Have you accumulated your winnings with or without an active bonus?
• Have you withdrawn any funds from this casino previously?
• How long ago was the last withdrawal received?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

PS: Could you please forward the exact URL of the casino website?

Just saw your response

Thank you

Will email everything

Player's comments:

Hi Petronela

Thanks for assisting me with this. 

1. Account is verified 

2. No bonus used. I deposited my own money

3. Yes I did

4. October 

The Vip host are doing all to help but finance suddenly decided after I asked about payouts that they will pay me 2500 per week. Not informing me why and only after they paid me the first weeks winnings. I mean ... gambling is a gamble. They have huge jackpots, what if one person win a jackpot with R5 how will they pay them? Very unprofessional. 

Thanks for helping. 

Sonja

Thank you, Mamsnel, for your email. Could you please advise if any of the displayed transactions are missing? Could you specify their IDs?

How much is your casino account balance now, please?

Dear Mamsnel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey Petronela

Total outstanding balance is

Casino Terms and conditions state 20K per week payouts. I'm totally fine with that. But R2500 per week is not fine.

Thank you very much, Mamsnel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Mamsnel,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite African Grand Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear African Grand Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's withdrawal been divided into instalments or has the withdrawal limit been decreased?

Do I understand correctly that the standard maximum withdrawal limit per transaction is R20,000, but the casino allowed the player to request withdrawals with only R2,500 per withdrawal? If yes, why?

It looks like the casino even does not comply with its own Terms and Conditions.

"Maximum Withdrawal

The maximum withdrawal limit for any Player at African Grand Casino is up to R20,000.00

Players can withdraw this amount once per week."

What steps should the player take to speed up the withdrawal process? What amount has already been successfully paid out and how much is "locked" in unprocessed pending withdrawals? Is there any option to speed up the process? If yes, what do you recommend?

If it suits you better, feel free to respond to my email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you. And although VIP host told me my bonuses and free spins is blocked due to pending withdrawal I still reversed some of my winnings to play with and lost it as they said. So there is not much money left to pay out, but still only R2500.

I am not sure if I understand it correctly, Mamsnel. But, if yes, I am sorry for your situation and loss.

Do I understand correctly that you lost all your disputed winnings by reversing your withdrawals and playing with those funds, except for one pending withdrawal of R2,500? So, the current disputed amount is only R2,500 and nothing else left in your account?

Alright, Mamsnel. Thank you for your explanation. I updated the disputed amount accordingly, to R47,500.

However, we are still waiting for the casino's response.

Please, let's stay patient and positive, and give the casino enough time to respond. Usually, we provide each involved party with 2x7 days to respond.

Thank you for your patience and understanding. I also strongly recommend not touching your winnings until the matter is resolved.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mamsnel,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or updates, do not hesitate to contact me at branislav.b@casino.guru. If you manage to withdraw all your disputed funds, we will be glad to know about it.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru