The player from Texas had encountered issues accessing her casino account and withdrawing her deposit and bonus winnings, despite having been verified. The player had stated that she was unable to access her account and her balance had been at $481.29 with a remaining playthrough of $134.41. The casino representative had explained that the casino had closed and only specific financial data for deposit and withdrawal remained, with no play history. The data had shown that the player had already made one successful withdrawal on a free chip and the only cash deposit had been an account verification deposit which was refunded when the withdrawal was paid out. As only one free chip was allowed between cash deposit sessions, any further free chip play would not have been valid for withdrawal. The Complaints Team, after reviewing the provided evidence, had rejected the complaint as unjustified.
Grand Fortune Casino - Player facing issue accessing account and withdrawing winnings.
Amount: $346
Grand Fortune Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Have a issue with with my account access my account was wondering if there is anything I can do with my issue since I still had playthrough... Also I have been verified had well..It was a deposit and bonus winnings I'll attach a picture with it this compliant 
Dear Shorty0321,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Grand Fortune Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate what exactly is the issue? If you simply have wagering requirement you have to finish it in order to withdraw any amount of money from the casino. I will be waiting for your reply patiently.
Best regards,
Nick
Yes thtll be no problem... Ok I understand the play through and everything... But the problem is that I can't access my account... And my balance was at $481.29 and with 134.41 playthrough left to play... But now I can't access my account any longer...
Thank you Shorty0321 for the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Shorty0321,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Grand Fortune Casino to join this conversation and share more information regarding the case. Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
Casino.Guru
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.
Greetings all,
Grand Fortune Casino is closed, I am attempting to access to the backend of the casino to review the situation however the necessary staff is currently on holiday. Your patience is appreciated.
Best wishes,
Nick and Grand Fortune
Hello Grand Fortune Casino,
Thank you for providing the information. I will proceed to reset the timer for an additional 7 days and we hope to receive positive news from you soon. Please make sure to keep us informed of any progress.
Greetings all,
This is an interesting situation as the casino backend is no longer available, only the specific financial data for deposit and withdrawal remains and no play history. What this data tells me is there has already been one successful withdrawal on a free chip within the account and the only cash deposit to the casino was an account verification deposit which was refunded when the withdrawal was paid out. As only one free chip is allowed between sessions of cash deposit and play, this means that any further free chip play would not have been valid for withdrawal. Hopefully this makes sense to all involved.
Supporting documentation has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Grand Fortune
Dear Shorty0321,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to the above-stated explanation.
As the casino has been closed, I believe this information at least helps you understand the situation that occurred.
Sorry, we could not help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino.
We are here to help.
Thank you very much, Grand Fortune Casino, for providing the information and your cooperation.
Best regards,
Tomas
Casino.Guru
