Grand Mondial Casino - Player struggles with the withdrawal blocked by a bonus.

I am contacting you in regards to an online casino I started playing on named Grand Mondial Casino. They are regulated and licensed by the Ontario Gaming commission. They are currently holding my funds (winnings) hostage. They will not allow me to withdraw. Apparently there is a bonus active on my account which prevents any withdrawals. The problem is, I told a customer support agent prior to deposit that I don't wish to participate in any bonuses so that I am able to withdraw any potential winnings. I want my money now and I will not stop fighting until I'm provided with a successful withdrawal. 

Dear 45wizzy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grand Mondial Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you are a new player in the casino, this being your only deposit?
• When was the bonus credited to your account?
• Have you noticed the bonus being credited and have you asked casino support for it to be removed?
• Could you please send me the correspondence between you and the casino regarding the issue, including your initial request for not wishing to receive any bonuses? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear 45wizzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I am a new player. This was only my second deposit to the site. I’m not sure when the bonus was credited to my account, it should have never been credited as I asked specifically for any bonuses to be removed in which they agreed. I asked them to remove it prior to deposit. They did not fulfill their duties and neglected my sole request. I will reach out to you by email with any information I can provide. They are also refusing to release the chat transcripts

Please send me any correspondence you sent to the casino to that supports your claims.

My email is tomas@casino.guru

They are still refusing to release the chat transcripts. 99% of communication was done via live chat

Thank you very much, 45wizzy, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, 45wizzy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Hi there

It seems that the player has been advised to contact our risk management department. I have sent them an email regarding this complaint. Unfortunately due to the nature of the complaint I will have to wait for them to reply to the player.

Cheers

I have emailed the risk management department numerous times with no response. I have provided a letter of intention to sue and I will be following up on that if there remains no recourse for this situation. Grand Mondial Casino is committing fraud, in which I have sufficient evidence. They are also refusing to release chat transcripts to further my evidence against them.

As mentioned, I have emailed risk management to follow up. I will correspond with them regarding your case and their responses will come directly to you.

Due to the nature of the complaint, i.e. threat of legal action, I am not able to respond to this public complaint as it is outside my role. All correspondence will have to go through risk management. Thanks.

Hi again

I have spoken with risk management and they have asked me to refer the player to submit a complaint with ecogra. We will abide by their ruling as we are bound to it.

Due to the above mentioned legal action, this will be my last response in this thread. Once the player has the ruling from ecogra, they can post it here.

Cheers

45wizzy, I guess, there is no more help that we can provide if the casino declines to participate in the complaint resolution. Please, open the complaint with eCogra (https://ecogra.org/alternative-dispute-resolution/) and redirect the confirmation e-mail to me: pavel.k@casino.guru.

Can you still mark this as an unresolved complaint which hurts their score? Grand Mondial Casino should be dealing with this matter and ecogra is fraudulent, they take bribes and payouts from casinos to keep their business practices dirty with no repercussions.

Unfortunately, no. We would only be able to close the complaint with the status "Waiting for the regulator's decision", which would not affect the rating until the decision is made and the ADR has taken your side. Also, we consider eCogra to be the best option in such cases, because they have more tools and capacities to interact with casinos. If you decide not to lodge a complaint with eCogra, unfortunately, I will be forced to reject your complaint.

Dear 45wizzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

what am I supposed to reply with? The department they want me to reach out to has been reached out to dozens of times over the last 2 months with no response

Have you decided if you will file a complaint to eCogra?

I have

May I then ask if you will file the complaint?

45wizzy, we have received information that you have already lodged a complaint with the Kahnawake Gambling Commission and eCogra as well and that the KGC has made their decision. Would you inform about their position on the issue?

They responded with "Regrettably we are unable to assist you further as the operator’s actions are in line with the terms you agreed to when creating your account."

How did the operators actions fall in line with the terms I agreed to, when I specifically told them to remove all bonuses prior to my deposit? This is contradicting as they were the ones who broke the terms they agreed to.

45wizzy, could you, please, send the Kahnawake's response to pavel.k@casino.guru?

Dear 45wizzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.