Grand Fortune Casino - Player’s struggling to complete the account verification.

I won $100 at this casino and promptly sent my legal docs in and got a automated reply saying they got them. 3 weeks went by and I hear nothing. Then i started to have to bug the live agents and i always got the same answer "they will email you when the verification process is complete". Then i bugged them every night until one agent told me it was because my Drivers License was to expire in 1 month and they cant accept it. Every other casino has accepted my ID and this was a piss poor excuse to not pay a loyal customer. Also, i had to bug them for weeks to even get that answer, no one even emailed me to let me know. Stay far away from this casino, you will not get paid

Dear acatlin38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your Drivers License seems to be the only obstacle standing between you and your winnings? Have you offered to send any other picture ID instead?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

i get that they have to be thorough, i respect that. Not paying me because my license will expire in a month is a clear reason just to get out of paying me. It's me on the license, I have it held up right next to my face and it is 100% legal and not expired. Yes, it is the only thing they wont accept. Also I'm tired of dealing with these casinos who make you wait forever just so you can be tempted and play the money out. I will be only playing at instant payout casinos from now on. I get my money within the hour or less.

Thank you very much, acatlin38, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, acatlin38,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Grand Fortune Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Grand Fortune Casino Team,

Could you please state the reason why the player's account has not been verified yet? If there is anything except for the above-mentioned missing, what other documents are problematic? What steps should the player take in order to successfully verify her account and withdraw?

Why it is not possible to accept a valid driver's license? In case of any further withdrawals, the casino can ask the player for a new one.

Thank you in advance for providing the information.

Greetings all,

For legal reasons we are required to keep valid identification on file at all times for any player making cash withdrawal(s), this identification must be valid for a minimum of 2 months post date of payout. I also see that this is not the first free bonus redeemed and played, it is the 3rd consecutive bonus. According to the terms and conditions of the casino only one "no deposit" bonus is allowed between cash deposits.

Best wishes,

Nick and Grand Fortune

Any other casino will deny the bonus. It shouldn't be the players responsibility to keep track. Just another excuse not to pay. It is ok though, they can keep their $100 because it's not worth the aggravation anymore. There are TONS of casinos out there and they have accepted my license. Thank you for trying to resolve this for me

Hello,

Thank you, Nick, for the explanation.

Dear acatlin38,

Can you please confirm that you did not make any real money deposit before the last used No Deposit Bonus, and/or that you used the last 3 No Deposit Bonuses without making a deposit between them?

I honestly don't remember. I go to alot of different casinos and use freebies and deposit. Why would they even let the bonus go through if it wasnt allowed? Then the person is led to believe they can play, spends their time trying to get through the playthrough and finally makes it and actually wins something, all to get shot down when trying to collect. Thats wrong. If they have rules about the freebies they should program the system not to let it go through. That should not be on the customer to keep track, most people frequent alot of casinos and we are all supposed to keep track? Nonsense, I'm sorry.

Dear acatlin38,

It is the players' obligation to read the terms and conditions before accepting them. Moreover, we are talking about bonuses and free money. The casinos can limit this free money as they see fit unless it is not against our Fair Gambling Codex. The ideal case would be if the casinos enforce their rules by software. But, currently, it is not an industry standard and therefore, we are able to accept it. In addition, it makes sense that any casino will not give its players only free money until they win.

Unfortunately, I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple free bonuses were redeemed consecutively without making a deposit. You are not entitled to any winnings obtained from this bonus. The casino acted within its terms and conditions.

The applied rules are available HERE - section "Rules" - "No Deposit Bonuses (Free Chips, Free Spins)".

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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Grand Fortune, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru