GrandClub Casino - Pelaaja väittää, että Grand Club -kasino käytti petollista taktiikkaa.

I want to report a scam that Grand Club used against me today. I received an offer from Grand Club casino on my email, which said that I need to make a minimum deposit of $ 20 and get a bonus of 200% up to $ 500. I will send screenshots from this email in this complaint. I thought for a long time whether to play with them, since at the same time another casino offered me to triple my deposit. But since I have already played in this casino and I had a trusting relationship with them, I chose their casino. First, I logged into my account, but I did not see this offer there. So I contacted customer support (online chat). The customer support agent told me to wait for a while while he checks with the relevant department about this bonus, I sent him screenshots from my email where they offer me this offer. A few minutes later he came back and said that the offer is available for me, all I need to do is make a deposit of at least $ 20 and they will give me the bonus. I said I will do it now. Then I made a deposit of 75$ and came back to get their offer. But now in the chat they told me that they will not make me any offer and that it is a mistake. When I said to give me my deposit back they said that I have to wager the entire amount of my deposit first and only then make a withdrawal. When I asked why they told me in the chat that they will give me a bonus and asked me to make a deposit and then refused to give me a bonus, everyone just said sorry. I suggested a solution that the agent who tricked me into making a deposit should give me back his funds and use mine to play. But they said sorry. I have been involved in a scam where the casino tricks customers into making deposits and does not provide the offers they lie about in their emails. I ask you to hold everyone responsible for this crime of cheating players and manipulating promotional offers accountable and for this criminal casino to return my deposit to me.

Dear salazarx662,

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

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

• Did the casino explain why the bonus offer was no longer available to you?
• Do I understand correctly that you haven't played with the deposited money yet at all nor were you allowed to request a refund?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Good day. Thank you for your answer. Yes, that's right, I didn't play after I made a deposit. My money remains on my game account. I played with them a little earlier and everything was fine until they offered me to play again with a large bonus of 200%. They replied that it was a mistake and they wouldn't give me the bonus. When I asked them why they told me in the chat half an hour ago that the bonus would be available to me after I made a deposit, they replied - sorry. I asked them to refund my deposit, since it was a scam. But they told me that they wouldn't refund my deposit until I played it.Unfortunately, I didn't have time to take a screenshot when the chat support agent told me to make a deposit to get the bonus. Because I didn't expect that this could happen. And when I asked to send me all the correspondence for that day, I didn't get a response. I think if you ask them for the entire correspondence history, they will show you and you will be able to see how they deceived me. But I will send you the whole part of the history of correspondence with them after I did not receive the promised bonus

Thannks for your reply.

Please forward other supporting evidence, such as a screenshot or email of the bonus offer you received and a screenshot or chat transcript of your recent communication with the casino regarding the issue. I appreciate your cooperation and apologize for the inconvenience.

My email is tomas@casino.guru

I sent you everything you listed. Maybe the letters didn't reach you? I'll send the emails again.

Thank you very much, salazarx662, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear salazarx662,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite GrandClub Casino representative to join this conversation.

Dear GrandClub Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear All,

We sincerely apologize for the delay and inconvenience.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

GrandClub Casino Team

Dear GrandClub Casino, 

thank you for your message. Is there any new development regarding this case, please?

Dear All,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

GrandClun Casino Team

Dear GrandClub Casino, 

I trust sufficient time has been allocated to investigate this case and assess the situation. I respectfully request that you dedicate further attention to this complaint and provide pertinent information to this thread. As a final measure, I will extend the timeframe by seven days. Should relevant information not be furnished within this period, I will be compelled to close this complaint as unresolved, which will negatively impact your casino's safety index.

Dear salazarx662,

We apologize for any inconvenience this delay may have caused.

After reviewing your request, we would like to inform you that we are ready to resolve the situation and your last deposit of 75 USD will be refunded to you.

Thank you for your patience, we appreciate it.

Kind regards,

GrandClub Casino Team

If you say you are returning my deposit to me. Then why I can't request a withdrawal?

in the withdrawal window, it still says I have to make a fully wager

Dear GrandClub Casino, 

thank you for your response.

Could you please allow salazarx662 to request a withdrawal?

Dear salazarx662,

We would kindly ask you to check your emails and reply to us with the needed information, in order to proceed with your refund request.

We thank you in advance for your cooperation.

Kind regards,

Grandclub Casino Team

Dear salazarx662,

thank you for your message.

Dear GrandClub Casino,

have you received the necessary information? Is there anything else you may require?

Dear salazarx662,

 Thank you providing us with payment details.

Rest assure that your refund will be processed, and you will receive your payment as soon as possible.

Thank you for your cooperation.

Kind regards,

GrandClub Casino Team

Dear salazarx662,

Approaching, since according to relevant department, the Crypto wallet you provided was not found. 

We would like to kindly ask you to provide us with alternative crypto address.

Thank you for your cooperation.

Kind regards,

GrandClub Casino Team

Hi everyone. I haven't received my refund yet.

Thank you dear team casino guru. Thanks to you, I managed to return my deposit ... Without you, the casino would not agree to return the funds. I am sincerely grateful. and I want the casino to review its methods of promotion and attitude towards players.

Dear salazarx662,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru