GrandBay Casino - Player’s funds have disappeared from her account.

Hello, Laurenfab here. Several days ago, I played Jackpot Wheel(no bonus, cash only) and won the jackpot of $32,000.

I have reached out numerous times, explained my situation to many employees, and yet I remain with nothing. I know I did not gamble 32000 dollars away and I have not received any withdrawal. All I can see is admin making correction after correction on my statement resulting in my balance diminishing. I have been thoroughly verified and there is no way I wagered my entire balance. Please check my statement. You'll see that my money went from $32,000 available to withdrawal to less than one thousand.

"Please get back to me, fund my account in a righteous and honorable manner, or at least reach out to me."

THEY COULDN'T EVEN DO THAT.

Dear Laurenfab,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Would you be so kind and forward me your game history? If there is any other important evidence that would help us to support this case, please forward it as well.

Have you tried discussing this issue directly with the casino? If yes, I would like to see the whole conversation. You can send everything to my email address - kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Laurenfab,

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 forced to reject 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 Laurenfab’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you very much, greatly appreciated! My fingers are crossed as well. I hope you received my attachments.

Thanks again and take care,

Lauren D.

Let me know if there is anything you need from me!(:

Dear Laurenfab,

I looked at your complaint as well as the provided screenshots and I understand the situation. I’ll contact the casino and try my best to resolve the issue. I'll let you know if we need any additional information.

I would like to invite GrandBay Casino to join this thread.

Dear representatives of GrandBay Casino,

Could you please clarify why according to the relevant transactions logs, it seems that Laurenfab’s gaming account balance has been manually reduced by the casino?

Thank you so much for looking into it further than I seem to be able to do.

I'm reluctantly hopeful🤞

If Grandbay doesn't respond, what's the next move?

Dear Laurenfab,

In case we don’t receive any response from the casino, I would recommend you to contact the casino’s Licensing Authority (Curacao Antillephone). This complaint would be closed as ‘unresolved’, which would affect the casino rating.

How can I get into contact with the license authority?

Dear Laurenfab,

Unfortunately, we still haven’t received a response from the casino.

To submit a complaint to Antillephone, please send an e-mail to complaints@gaminglicences.com and don’t forget to include:

1) Your personal information:

• name (your first name, your last name, and the middle name if you have it)
• your country of residence
• your age

2) Complaint body must include:

• casino name and its domain
• your login (username) and email in an online casino (with which you had registered the account)
• then describe what has happened as thoroughly as possible (don't forget to mention the amount you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know if you have any questions.

We would like to ask GrandBay 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’.

I sent a pretty thorough email to Antillephone. Hopefully they'll get back to one of us with hopes to see my money I won.

Thank you, Laurenfab, for the update. Please be informed that in the meantime, we got in touch with the casino representative. Apparently, a week ago, when we invited the casino into this thread, the notification about your complaint that was sent to the casino was not received.

Nonetheless, we’re expecting the casino to provide a statement on your case.

Oh wow, okay! Thanks for looking into it. Hopefully it works out!

Dear Laurenfab,

Unfortunately, we still haven’t received any response from the casino regarding the issue.

We would like to ask GrandBay 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’.

They never responded to my personal email either. Ugh, hopefully they will step it up.

What really puzzles me is the fact that I can receive too many promotional and incentive emails from the casino but they don't have the simple courtesy to acknowledge or make a comment on this post.

Dear Laurenfab and Casino Guru Members

We would firstly like to thank you for your feedback and for allowing us an opportunity to respond

Please note we are currently looking into this matter, once feedback has been received, we will update both you and the Casino Guru Members.

Many Thanks

Support Team

Thank you, GrandBay Casino team, for the reply. I’m setting the timer for 7 days. We’ll wait for further updates from you.

!!! Thank you, praying for positive response!

We would like to ask GrandBay Casino to give us an update. 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’.

What I find very peculiar is my altered statement even more tampered with considering it shows nothing on behalf of my $32,000 winnings. Had I not taken screenshots and documented everything, there would be nothing to show for because of their deceit and dishonesty.

Dear Laurenfab,

Unfortunately, we haven’t received any updates from the casino on this matter, however, according to the information provided in our most recent correspondence, it seems that we can expect an update in the near future. As we believe that the upcoming holiday season might be the cause of this delay, I’m extending the timer by 10 days.

In case the casino fails to respond in the given time frame, we will close this complaint as ‘unresolved’, which will affect the casino rating.

Dear Laurenfab,

I apologize, but since the casino team still hasn’t provided any relevant information on your case, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn’t be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Please keep us posted on any updates regarding the complaint you submitted to Antillephone (andrej.p@casino.guru).

The casino can reopen this complaint anytime.