HomeComplaintsGrand Mondial Casino - Player has been accused of having multiple accounts.

Grand Mondial Casino - Player has been accused of having multiple accounts.

Amount: $4,094

Grand Mondial Casino
Safety Index:High
Submitted: 13 Mar 2020 | Case closed : 20 Apr 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Argentina had his winning confiscated after being accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Hello, they told me to send the documentation and send it to you and it was correct that in 48 business hours I will have the deposit, then they leave me saying that in one week the week is fulfilled and now they tell me that they are not going to send me my money because it is I have several accounts, but when I deposited, they took the deposit and I didn't notice they had another account.


Automatic translation:
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4 years ago

Dear Hugo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would suggest checking our article regarding verification and duplicate accounts https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts:

„In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are generally annulled."

Are you aware of opening more than one account in this casino? Have you redeemed a welcome bonus with more than one account? We believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected. In the meantime, each case should be considered separately. 

Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago

Dear Hugo,

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.

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4 years ago
Translation

Hello, what I see that they accept the deposits and later when one wants to withdraw the Money. They cheat saying that you have several accounts they told me that they blocked my account and I played 904 dollars as it is if it is blocked, I could not play. They are jets

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4 years ago

Thank you very much Hugo for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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.

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4 years ago

Hello Hugo,

 

I contacted the casino, so hopefully we will receive some explanation soon.

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4 years ago

We would like to ask the Grand Mondial 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’.

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4 years ago
Translation

If I kept depositing, they would continue to collect. Ivan did not know that he had two accounts if they even told me that one can do it by mistake. And as I said before I had the account blocked and they let me play 904 dollars. They are thieves

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4 years ago

I've just spoken with our Risk Management department - they have now emailed the player.

 

Cheers 

Casino Rewards

 

 

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4 years ago

Thank you Casino Rewards!
 

Hugo, could you please confirm you've received an email? Was your issue resolved?

Edited by a Casino Guru admin
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4 years ago
Translation

Hello, I only received an email saying if I wanted to play with my new account. What I claim is my 4904 dollars that were stolen from me. they cheat you because they let you deposit everything you can and then they don't pay you the prize

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4 years ago

The email sent can be found below. The player's deposits were refunded. 

Cheers

Casino Rewards

 

===

 

Hola  XXXX XXXXXX,

Tenga en cuenta que debido a un problema técnico hubo un retraso en el reembolso de sus depósitos. Confirmamos que sus depósitos ($ 20) han sido devueltos a su Mastercard xxxx5509 y aparecerán generalmente dentro de las 48 horas.

Saludos cordiales,

Please note that due to technical issue there was a delay in refunding your deposits. We confirm that your deposits ($20) have been refunded back to your Mastercard xxxx5509 and will appear usually within 48 hours.

 

Kind Regards,

 

Christian

Risk Management

Casino Rewards 

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4 years ago
Translation

Hello good night I am not asking for alms so that they return the money that I deposit I already made the payment of the summary and it was already invoiced I only ask for my 4000 dollars that I had to deposit and I won it in good law. The other 904 dollars not because I lost it when I supposedly had the account blocked I do not understand how it can enter if it was blocked

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4 years ago

Sorry I don't understand the question. If you have questions regarding your account, you're welcome to email risk management who will be able to answer them. 

 

Cheers

Casino Rewards

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4 years ago
Translation

You sent me an email saying that Ivan will refund the money that I deposit to my mastercars card number 5509. I do not want alms I want my 4000 dollars that I earn in good law they do not have to be so shameless. The truth is about 25 days ago I'm crazy because of you who cheated on me I had that money

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4 years ago

Hello Hugo,

 

I privately discussed your case with Grand Mondial Casino representative and unfortunately, they are not able to share any details with Casino Guru. In this situation we both recommend you to contact eCOGRA - https://www.ecogra.org/ata/. eCOGRA works as a regulator for Grand Mondial Casino, so their decision is binding for the casino.

 

Please, let me know in your next reply if you decided to contact eCOGRA, so we can continue resolving this complaint accordingly.

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4 years ago
Translation

Hello, good morning, thank you for your attention. Ready that they do not pay me anything. They are a few cheeks you notice because they are going to return the deposit that I made. And I did not earn it thanks and very kind for your attention

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4 years ago

Hello Hugo,

 

Please, would you be so kind and let me know if you contacted eCOGRA or not? And if not are you going to try this option?

Thank you!

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4 years ago

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

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