Grande Vegas Casino - Player’s real money winnings have been voided.

Deposited and played with my own money without any bonus funds attached to my deposit.

Upon winning and requesting a withdrawal of $1450 my withdrawal seemed to be processed.

The casino then offered me a free chip of $25 after my withdrawal was already processed and funds had been deducted from my account. I played the free chip they offered and the following day I was advised via email that my winnings had been voided due because I had played the free chip that was offered after my withdrawal request was already processed.

Clearly frustrated and upset I contacted the casinos support via chat and was told I violated terms and conditions. How is it possible to violate a previous cash deposit by accepting a $25 free chip that was offered after my withdrawal request was made? I had no bonus attached to my deposit so this makes no sense whatsoever.

Dear Constantinos,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings?

"Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings"

Could you please confirm that Free Chip has been offered to you by the casino? Have you saved, by any chance, the promotional offer email? If yes, please forward it to petronela.k@casino.guru.

We understand that the rule is clearly written in the terms and conditions, but have to emphasize that it is customer-unfriendly to have such a rule and allow players to redeem bonuses that can void their previous winnings.

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

Best regards,

Petronela

Dear Constantinos,

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 rejecting 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.