Grand Eagle Casino - Player’s winnings from bonus play have been forfeited.

I withdrew 4 separate times of $100 after winning from a free spins bonus. The requirement was to meet the rollover wager amount which I did each time.

i went to withdrawal and spent 2 weeks going through the process only to get a call saying they aren’t going to pay out. It was because I used a bonus multiple times before making another deposit. The terms and conditions apparently state that it’s not allowed even though they allow it. These people are straight up crooks and I would not recommend this site to anyone.

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact rule has been breached, according to the casino? I have checked the terms and conditions and I found this:

"8.4.1 A player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question), any winnings generated from this bonus will be null and void."

Which bonuses did you redeem? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Yeah that’s the problem though, it should never allow you to claim additional bonuses that will be null and void. It stops you after like 10 non deposit bonuses so why doesn’t it just stop you after one? It’s very deceptive and unclear. They shouldn’t allow something that isn’t allowed. This happened to me in another circumstance here as well that I won’t get into but the fine print is deceptive and unfair in my opinion. Again they shouldn’t allow something that isn’t allowed and then penalize you after winning and wanting to withdraw.

James, I understand your frustration, however, some things aren't possible to enforce at software level. Deposits between No Deposit Bonuses are required in most casinos to prevent bonus abusing and it is always mentioned in the T&Cs.

I apologize, but in our opinion the casino proceeded correctly (and in accordance with their T&Cs) and there is nothing more we can do in this case.

If there is any additional information that would support your case, please do not hesitate to let me know, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.