Grande Vegas Casino - Player’s struggling to complete the account verification.

$180 (max allowable withdraw amount - account actually has $280 in it) won from 25 free spins offered to me for being a depositor on the site.

I made $25 credit card deposit months ago. Lost my card and closed my credit card account. Since that time I have made at least 10 crypto deposits few. Was offered 25 free spins since I was a depositor. Got lucky and got up to $380 and I pressed and lost bringing me to $280 - the terms of bonus clearly states there is a max $180 withdraw limit. Not unreasonable for them to set that. But when attempting to initiate withdraw thats is when the games begin. 

They want a copy the credit card that I used once for $25 months ago which I do not have as it was lost and account closed. Even though my request is to be in crypto and 99.9% of my deposits are in crypto, there is no other option but to provide an image of front and back this card used once for $25.

Dear Coolderfmas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly.

Do I understand correctly that verifying your old bank card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is it your first withdrawal attempt in this casino?

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

That’s very convenient that for the withdraw process you need to make sure "money is going to right person" but for deposit there absolutely no verification needed! So you don’t card where the money comes from.

Furthermore, I deposit 99.9% of my deposits in crypto, and I want the withdraw in crypto, which by nature of crypto wallet process, you cannot reverse it and it is the requesters responsibility to provide the correct address to send to, which makes your argument irrelevant because even for crypto withdraw you need KYC and credit card information which seems very sketchy. Why do you need my credit card number and expiration and code on back to send to my crypto wallet?!? All together your practice and support information is flawed and questionable at best in it integrity and honesty.

I’m sure you understand that I don’t work for Grande Vegas Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to understand what the issue is.

Do I understand correctly that verifying your old bank card seems to be the only obstacle standing between you and your winnings? Thank you.

Yes

im sorry I thought you were the casino responding

It's ok. Thank you very much, Coolderfmas, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Coolderfmas,

I looked at your complaint and will do my best to help you. I would like to invite Grande Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi there, all,

Thank you for contacting Grande Vegas Casino.

Please note, we never received any documents from the player, in order to verify his ID, address, or credit card.

The card was used in March for a $50 deposit, and since the first deposit there was always an error avoiding the player to deposit with the same card.

@F*****, could you please send all the requested documents, and explain why you don't have access to the credit card used for your first deposit.

If you need any further assistance, please contact our Support team, that is available 24/7.

Kind regards,

Grande Vegas Casino Representative

TO THE CASINO REPRESENTATIVE:

First of all it is rather ignorant to use my real name in a public post. Please edit and remove referring to me as "player" or my username will serve the same purpose without displaying personal information! You did not mention your name in the reply I noticed, signing your reply as "Grande Vegas Casino Representative". Yet did not take care to consider my privacy and private information. Again, more reason why I am not comfortable sending my credit card information and copy of my drivers license to your online casino.

Next, should you bother reading what the complaint is which you are responding to, you will find the answer to your question as the core of the issue. The fact that you have responded to a complaint in an effort to presumably rectify or rather provide a resolution to a complaint, WITHOUT even knowing what the complaint is, suggests possibly your involvement is more a formality, lacking in true substance instead of an honest attempt to help a depositing customer.

Finally, since you were forthcoming with yet another bit of information which is not meant for public knowledge, please display total in crypto that was deposited on your site to give an understanding of the ratio of crypto deposit vs the 1 credit card deposit

Hi there,

Firstly, we would like to apologize for referring to the player by his name, and there was no intention of sharing personal information. 

You mentioned the deposit amount, and we only confirmed the correct amount. As requested, the crypto total deposit amount is $400.32, meaning 88% of your deposits were via crypto. 

Please, correct us if we are wrong, but the complaint is about "Player’s struggling to complete the account verification.", and at this moment, the player is not struggling since we never received any documents or any justification regarding the lost card. 

As mentioned before, please send all the requested documents, and explain why you do not have access to the credit card used for your first deposit, so our relevant department can decide how to proceed.

Kind regards,

Grande Vegas Casino Representative

Player is struggling because player has to waste all this time and go to such lengths to be able to get his winnings - nowhere near this stringent of process to deposit in any method (credit or crypto) -

at this point it took so long the funds are no longer in my account as I ended up just slamming it without care since it obviously is an issue for a player to take money out, as little as this ridiculously small amount.

It is obvious that casinos end game is to take as long as possible, betting on players to end up putting it back the longer this process takes.

i will not be using this casino again.

I play a lot online and at brick & mortar casinos. I will not risk a dime with this online casino website as their behavior and practices are not safe nor fair and my conclusion from this process over $180 is that they cannot be trusted to be in possession of my personal nor financial information.

Thank you guru for providing the platform for me to voice my issue, possibly warn future players who come across this interaction and form their own conclusion/decision getting a glimmer of grande Vegas casinos inability to provide a safe and/or fair transparent gaming environment.

Also this exposes yet again the casinos fake and over exaggerated bonus offers which they will do almost anything to keep a player from withdrawing even if the player remains within their strict parameters, they will go the extra distance not to allow a penny to leave their site without making it as difficult as they can for the players. This just adds to the other horror stories I have read on this forum

beat regards

Dear Coolderfmas,

do I understand it right that you've lost your winnings in the meantime?

Dear Coolderfmas,

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.

Yes

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.