Grande Vegas Casino - Player complains about promotion terms and payouts.

this casino is a scam stay far away from them..i got a promotion that i had to bet 9000 worth of bets and could only withdraw 300..thats fine and all but they took out 600 bucks that i earned and could have continued playing..then the same machines that i played with the same bets were paying out pennies on the dollar but before with there promotion i was hitting 80 to 90 bucks for the same machine and same bonuses on the game.

Dear LANCERBOIGTI,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you deposited any funds into your account to activate this promotional offer?
• Could you please specify which exact bonus offer you have redeemed any played? You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

the promotion was one of their christmas ones that gave you 150 dollars and had a 9000 betting before you could withdraw the 300 and i was at 900.so i went to their customer service and asked about my 300 the lady said i could continue playing the machine no time did she say that they would automatically take 600 out of the 900 and have me play with my 300.when i realized what had happened i told the lady at the customer service desk what a scam they were.as i explained when i started playing with my money all of a sudden the same machine started paying pennies on the dollar..i got 5 of a kind symbols with there promotion and won 650 bucks or so and then when i did it again on the same machine with the same amount of bet and it payed 1.25 cents and there after it was 40 cents 20 cents 10 cents.off of a dollar bet.but get on there promotion it payed 650 dollars.. you know thats a scam

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the promotion was one of their christmas ones that gave you 150 dollars and had a 9000 betting before you could withdraw the 300 and i was at 900.so i went to their customer service and asked about my 300 the lady said i could continue playing the machine no time did she say that they would automatically take 600 out of the 900 and have me play with my 300.when i realized what had happened i told the lady at the customer service desk what a scam they were.as i explained when i started playing with my money all of a sudden the same machine started paying pennies on the dollar..i got 5 of a kind symbols with there promotion and won 650 bucks or so and then when i did it again on the same machine with the same amount of bet and it payed 1.25 cents and there after it was 40 cents 20 cents 10 cents.off of a dollar bet.but get on there promotion it payed 650 dollars.. you know thats a scam

Thank you, LANCERBOIGTI, for the clarification. I have checked the general bonus terms and conditions, and this is what I found (here):

12. Any free money given without requiring a deposit, e.g. a No-Deposit Coupon, loyalty bonus, VIP bonus, vanity card, manager deposit, competition/tournament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of 5x the bonus given e.g. $50 given; max cash out = $250 (Random Jackpots are also included). This rule is also valid when a customer's balance is positive at the time of redeeming the non-deposit bonus. After redeeming the bonus, the rule will only be annulled after the customer's balance has reached $0 again.

Nevertheless, I couldn't locate any Christmas bonus being presented on the website. Could you please clarify whether you received it via email or if it was accessible within your casino account for activation?

Dear LANCERBOIGTI,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.