GrandBay Casino - Player’s winnings have been confiscated.

So after depositing a lil under 200.00 usd I picked a promo bonus code and started playing was up to 2000 then after awhile I lost it all back...no surprise. So during my play I finally made it past the first level member.. so long so long to get to level 2. Anyways after losing all my money I decided to use my loyalty points well after losing that I went to chat with support, Luke was the one that I was speaking to. So I told him that I wanted to close my account because I have put a lot of money into the casino and I haven't won anything yet so please close my account. Well Luke in doing his job asked what the reason was so I told him and then he asked a few more thing can't recall long story short when he felt I was not backing out of closing my acct. He said "what if I gave you a bonus for one last time" and I'm sure that's what he's is told to do. And because I'm a gambler I asked him " for how much" and he said "150" and I thought about it and before I could say yes he had said " that my account was credited and good luck. " So I'm like ok and went and played. Well luck was on my side or Luke pushed a button long story short I ended up winning a lil over 2900.00. so I went to the cashier to see how much I had played on the play thru.. well to my surprise all but the 150 he gave to not close my account was in the cash portion. So I went to withdraw the money all happy I didn't withdraw everything just 2500 after forfeiting the 150 has normal when you withdraw and winning money on a bonus. Well today I went to see if the withdraw was complete due to Mondays and Thursdays are the only days they do withdraws and noticed that they had reversed my withdraw due to "correction" by administration. So I go-to chat support. Even longer story short. They said that bcuz I had used my loyalty points bonus and not had a deposit in-between my last and one and the 150 that I was given to not close my account that I was not entitled to it. So I spoke to a supervisor and told him the situation how I was trying to close my account and how Luke had given me that 150 to stay and now that I want some money they're trying to keep it well long story short he the this issue is not with VIP and finances team quote unquote and they're going to review it without me and make a decision which wow crazy to think that the whole time I was trying to close my account and they gave me money to stay and I end up winning but they don't want to give me the money I didn't give myself the bonus I didn't punch anything bonus codes to get that bonus I use my loyalty points because they called loyalty points cuz I was a true loyal to the site right but now I get no money.. so I got to wait 24 to 48 hours to find out what the decision is and should I don't think everybody knows what this they're going to decide right.

Dear Sergio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please indicate if there was any balance on your account before the casino gave you the bonus?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is 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

Hi Kristina, I emailed you everything I believe I have between me and Grand bay. I wish I had the conversation between me a Luke who was the one that gave me the bonus to stay. But Travis does admit that he did read or seen the conversation between me a Luke. If you need anything else let me know and I'll do what I can. Thank you for your help.

Hello Sergio,

Thank you for your email. I went through everything, so just to summarize it (please, correct me if I am wrong):

The casino first wanted to confiscate all of your winnings from the $150 No Deposit bonus, because you didn't make any deposit between your loyalty points bonus and this bonus. But since this was not your mistake because the bonus was given to you by the support, the casino is currently looking into this issue to find out whether they will be able to pay out your winnings or not (if you've already received the decision from the casino, please forward it to me).

Additionally, you were informed that the maximum you would be able to withdraw was $150, and not the full amount, which you aren't satisfied with.

Is this correct, please? I apologize, but I am trying to fully understand the issue.

As far as I know according to the last chat support operator who's name I can't remember but it was a female and she said she was a supervisor after I asked for Travis. She told me that they had already made a decision and that I wasn't getting anything. So when I stopped playing I had a lil over $2900 then when I went to withdraw I first forfeited the $150 and then withdrew $2500 witch left me with $300 or so witch I played with for a while then after winning and losing I finally lost everything but $0.17. So my question to them was that if I paid them back the $150 they gave me and was able to withdraw the rest initially. But was only able to withdraw $150 then why wasn't I given back the remainder of the funds from the $2500. And what I was told was the remainder went back to the casino. So then I was like what if I decided to just withdraw $150 instead of $2500 would I still have the rest of the funds in my account? I just don't understand how I was asking to close my account because I have put alot of money into the casino and played alot and im sure that's me being "loyal" and given them points for the amount of time and money I have deposited. But then I ask to close my account and I was having trouble doing that because they kept trying to prevent me not to. And because the casino know I must like to play they enticed me with the $150 so I wouldn't leave or close my account. So I took the gift from them, I didn't ask for it or use some code to get it. Why or how my luck changed right there and then and I finally after however long I was winning and for the first time I was happy to be a member of Grand Bay. But to my disappointment it was taken away from me.. because of a mistake they made.. I strongly believe it is wrong that when someone is asking to close thier account that the Casino prays on knowing that if they dangle some free funds in front of them they will stay.. I feel that that has to be against all what rules if someone has a problem gambling and is trying to stop.. there has to be some sort of law on that. My next move is to see or talk to an attorney about this.. so I want to thank you Kristina for helping me through this so I don't have to take it that far. If you need any more info that will help I'll do my best to get that for you so we can resolve this issue. Thanks again.

Feeltheserg, I am sorry for having questions again, but do I understand correctly, that you managed to successfully withdraw $150? I thought at first you weren't able to withdraw anything.

No no, after I was given 150 to not close my account I won a lil over 2900. So then I went to withdraw and withdrew 2500 from the 2900. But before I was allowed to withdraw I had to give back the 150 I was given so did that and withdrew 2500 and played the remaining balance. A day later I deposited some more money though bitcoin as I always do, lost that. And two days later I believe I came back to check on the status of my withdraw and it said there was a correction made by administration and they took back my withdraw.. without any explanation or anything..

Thank you for the explanation. I checked the T&Cs (https://www.casinograndbay.com/terms-and-conditions) and I don't think that there is a chance of receiving all the winnings, as I found this:

"Where a Discretionary/Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Staff, the bonus rewarded will have a maximum withdrawal rule of $150 imposed as stated in Promotional Terms and Conditions. ..."

However, I will now transfer your complaint to my colleague Peter 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.

Hi Feeltheserg,

I'm taking over your complaint. To make this long complicated story short: The casino support gave you a (sticky) bonus worth $150 with a max cashout of $150 and doesn't want to pay you because you didn't make any deposits between bonuses, correct? I found the following rule in the casino's T&Cs:

"No Player may redeem two non-deposit bonuses (free money, free spins, etc.) consecutively at any of the casinos that fall under the Genesys Technology N.V. group. I.e. a Player must make at least a $25 deposit in-between claiming any non-deposit offers (free money, free spins, etc.). If a deposit is not made between non-deposit offers, any subsequent winnings will be null and void."

Since your case is specific, I believe it should be judged individually. I will contact the casino and see if I can help. I would like to invite GrandBay Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter, I hope you will be able to help me resolve this issue so we all can get back to our life's. I'll be waiting to hear back from you..

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Honestly what are the chances I will get anything from them? Crazy that they haven't stopped sending me emails with free spins bonus codes or offers for bonus money.. but don't have the respect to respond. Just weird!!

Hi Feeltheserg,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not a great licensing authority but it has better options and tools to help players. Please let me know how the Gaming Authority responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter