Grand Eagle Casino - Player’s withdrawal has been withheld.

I made deposits and won $900....after I submitted my withdrawl...while I waited for it to process I played a free bonus...now I'm being told I won from that free bonus...which is not true....and I'm not getting my winnings...and I also deposited more when I was waiting for my payout to process and won another $500...and I haven't received that either. ..I've been waiting for weeks....

Dear ginamariereeve,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game and cashier/deposit histories along with any relevant communication to petronela.k@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,

Petronela

Thank you very much, ginamariereeve, for the forwarded screenshots and relevant communication. Could you please confirm that I understood correctly the timeline of events?

• August 24th: Deposit $50 lost
• August 25th: deposit $35 without any bonus generated a profit of $900
• August 25th: Free Game Bonus won
• August 26th: withdrawal of $900 requested. The payout has been corrected to $100 and $80 was sent to your bank account. Have you received it already?
• September 6th: deposit $50 without any bonus generated a profit of $500. This payout is still pending.

Could you please forward your game history in Excel format? Looking forward to hearing from you.

I had requested the withdrawl of the $900 prior to using the free bonus ...it was not won with the bonus...but the casino is claiming it was...and I haven't received any of the withdrawls at all...as of today...

Thank you very much, ginamariereeve, for the clarification. Could you please forward your game history in Excel format?

Dear ginamariereeve,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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

Additional comments from the player:

"I responded...and there is no way for me to send my account history in excel format..."

Thank you very much, ginamariereeve, for getting back to us. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ginamariereeve!

I will take care of your complaint from now on. I would like to invite representatives of Grand Eagle Casino into this complaint in order to help us resolve the issue.

Ok...that is fine

Hi there..

Have talked to the CS team and your winnings were won on a free bonus which as per all bonuses needs to be wagered to allow you to cash out .

I also believe you have been talking to our CS team?

Regards

Colin

I won on a deposit. ..I then requested a withdrawl...and I then played using a bonus...

I'll have someone from our CS team get in touch with you again..

I'm also requesting they send you the game logs...

We do not like complaints and always do our best to come to a reasonable solution but if a bonus has been used it always has wagering attached as per our terms and conditions

Hello again...

I have checked with my team and your wire was actually returned but you were paid..

Please can you contact support and we will sort out payment

Thanks

I haven't received anything from them at all...

Dear representatives of Grand Eagle Casino,

I would like to ask you to provide us with the player's game history in order for us to evaluate the situation better. You can do so by sending it to my email: 'martin.d@casino.guru'.

We would like to notify Grand Eagle Casino that we did not received any supporting evidence, nor we did received 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 will have negative impact on the casino's rating.

Since we haven’t 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.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.