Grand Mondial Casino - Player's withdrawal has been delayed.

Grand mondial doesn't stay true to their offered perks.

This is the email I sent them. I also have live transcripts when I figure out how to post them. 

I've had some written rules been broken multiple times as well as a withdrawl issue that led to money never getting withdrawn. I'm attaching the transcript via live chat and the Conclusion they came to. I would also like to note that I've been using casino rewards casinos for years and have never had an issue. And as I see you guys have a flawless record against scamming. I believe an agent told me one time that your company had a record of over 20 years. Now, why would you guys want to break a record of over 20 years for a measly $20,000? I was scammed, lied to and cheated throughout this situation. And this isn't the first time I've tried to withdraw money and this happen. You have to understand I really enjoy gambling as you can tell I spent a good six months and good chunk of change building my account up to be a diamond status member. So as a DEDICATED account holder who spends All of my money gambling on your guys' websites. That when I'm being told, we get early withdrawals being a diamond status member that you follow suit of it. This happened twice back to back. They made me wait the exact same time, as i usually wait. Then when I called them on it, they said they just didn't feel like giving me the early withdrawl. No reason. So after the first withdrawal got magically canceled somehow, it had already been over 48 hours. So I would have had my money that next day. I now had to restart all of the withdrawls including the ones that would have been deposited the day after because cancelled all of my withdrawls.I argued almost for an hour to get them to reverse The cancellation of the withdrawal because it obviously wasn't intended in any way, shape, form. Or in my defense, it wasn't I who did that. But they refused and made me restart my 48 hours. So once again, for some reason, they still didn't offer me early withdrawals, even though that was promised by being a diamond status member And we're having to start my timeline over again.  I was told it was for security reasons but if it had already been 48 hours wouldn't you guys already known if it was secure or not since it had already been that completed 48 hours needed to check security? Once again, I was told after the fact that they didn't want to release it early because they just didn't feel like it. They thought I didn't deserve it, I guess. Even though I had already waited 48 hours prior. So let's skip to the end. My 48 hours were up and I still had to wait another extra day for some reason on top of the 48 hours already being completed twice so 96 hours plus an extra business day. My addiction got the best of me. I had no more money to play because it was all invested in your website already. But I wanted to play and it had been almost two days since I was able to play. I stupidly took some money out to play. I had lost some of it I now and became determined to at least win back what I had already lost. One thing led to another and the function was lost. Even though I've repeatedly tried to withdrawal it. You have to understand for me it's like Having a hundred dollar bill on a fishing rod Having me chase that $100 bill trying to grab it as you kept Raising it just out of grasp. So I can see the money, but I can't actually have it. Long story short, you guys have been around forever. It would be Unfortunate for you guys record To be lost, over a small incident. I work with social media and trust me I will do every effort I can to make sure what happened here was well known and widespread as much as possible.. Ive attached the transcript 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grand Mondial Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account was reopened after the 24h period the VIP support agent informed you about?
• Have you disclosed your gambling addiction to the casino in the past?
• If there is any supporting evidence that you informed the casino about your gambling problems, please forward it to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It was reopened after 24 hours and they gave me a measly guaranteed win for 1 spin basically. I've emailed everything else you've asked for.

Yes I have disclosed My addiction issues I unfortunately have no record of that going down as I wasn't expecting this to happen.

Thanks for your patience.

I went over the information you provided, but while the casino presented you with responsible gambling options available to you, I am unable to conclude that you disclosed your gambling issues to them. If you have evidence that you informed the casino about your gambling problems and the casino didn't act, it's not obvious from the information you sent me.

Please let me know if I have overlooked information or provide additional evidence. Without evidence, we won't be able to confront the casino.

Looking forward to your reply.

Dear rizeup2503,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru