Grande Vegas Casino - Player’s struggling to withdraw her winnings.

I have played at this casino off and on for over 10 years. Recently I thought I would try again. The few times I was able to accumulate enough to withdraw, I was always told I did not follow the rules. This time I read them and read them and they are very complicated. Anyway my request was again declined. I have asked for an explanation other than I did not follow the rules but I have not received one as yet.

Dear Christine,

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. Could you please advise if you have accumulated your winnings with or without active bonus? If you have redeemed any promotional offer when depositing funds into your account, please forward its name or a specific link, I would like to check terms and conditions. Could you please confirm that you had your account fully verified in the past? Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I accumulated the winnings with an active bonus which had free spins attached. I do not know where I can find the answer to which bonus. I did play it thru. I have sent verification papers in the past but not recently. I am out to the casino now to see if I can learn anything about the bonus. It was GRJUL20. 150% up to $300. Don't know if there was a payout amount on bonus. and 50 spins on Asgard. I deposited $45 on July 14th and credit card was approved. The only thing I had from the casino was just a general decline email.

Thanks for your help.

Thank you very much, Christine, for your reply. I have checked promotions, and this is what I found https://www.grandevegascasino.com/promotions:

Could you please advise if you have redeemed any of these two bonuses?

Additionally, I have checked bonus terms and conditions:

"Max bet rule for all bonuses = $10.00. Any winnings plus bonus amounts derived from such bets will be voided."

Could you please forward your game history to petronela.k@casino.guru?

I have not used either bonus although 10 or more years ago I am sure I would have done some kind of an opening bonus.

As a rule, I usually am a minimum player. The last time though when I won at the minimum I decided to give it a try and either run thru the money quickly or win, I did bet up to $5 on the slots I was playing. I have no idea how to get my game history but will look into it.

One time in the past they took my money away but this time it is still there. I don't know why and I have not received any answer to my email for an explanation.

Thank you very much Christine 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.

i hope you are able to help me. Thanks.

Hello Christine,

I looked at your complaint and will do my best to help you. I would like to invite Grande Vegas Casino into this conversation. Can you specify what exactly happened and why player can’t withdraw her winnings?

I appreciate this because the response to my question was no kind of an answer but since I was trying to withdraw, I must be lucky at their casino so keep trying. There is money sitting in the account that I now know I can't withdraw but they want me to keep depositing. they keep sending me more offers. I just don't understand what they want from me. I have let this go by in the past and enough is enough. Thanks for your help. What you are asking them is exactly what I wanted - an explanation.

We would like to ask the Grande Vegas 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’.

The casino responded to me two days ago and I am waiting for another response. They said I needed to send a copy of drivers license and utility by email attachment. I do not have a printer so I can't attach them. I asked if I could go some where and have it faxed or if I could get copies and mail them. No answer so far. After I complained to you was the first time they ever told me anything about what I needed to do. I think they are being very irresponsible for that reason. How could I do anything if I didn't know what I was doing wrong. I have only tried to withdraw about 3 or 4 times in quite a few years. Two times I know they just said I was not eligible to withdraw and one time they took the money away and said I did not follow the rules with no explanation. The two times they left the money in the account and I just played it off. I just thought it was time to do something. Regardless I will not be playing there again and since you have lists of casinos that I could play it I am very happy to do so. I just didn't know where to go to find one. Thanks.

Dear Christine,

unfortunately, Casino.Guru is your last option because Grande Vegas Casino doesn't have gaming license. We do our best to contact the Casino but they don't answer at all.

How do I know if a casino has a gaming license. I appreciate your help.

Dear Christine,

you have several options how to find out if Casino has a valid gaming license. First of all you can check it at our website right in Grande Vegas Casino review: https://casino.guru/grande--vegas-online-casino-review.

Another way how to check if Casino has license is from their website: https://www.grandevegascasino.com/.

Usually Casinos have license validator (small icon) at the bottom of the site which you can click and open detailed information (isn't possible in this case).

Also, I would like to recommend an article "How to choose an online Casino", especially section 3: https://casino.guru/how-to-choose-an-online-casino.

Hi All,

Thank you for bringing this to our attention!

Grande Vegas Casino support is in contact with the customer and we are only waiting on the documents to processing payout of her winnings.

Kindest Regards,

Your Grande Vegas Affiliate Team

Thank you for your reply, Grande Vegas Casino.

Christine, please cooperate with Casino support and let me know if there will be some progress.

As I stated above, I am not able to send the documents thru email and asked if I can send to an address or if I can go somewhere and fax them to a certain phone no. They have not responded. I am waiting for their response. I don't think there are going to give me one but I will write back and ask again. Thank you and thank you for all your information.

We would like to ask the Grande Vegas 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’.

Dear Christine,

Unfortunately, we only accept digital documents, the only way to send us your documents is via email. You will not be able to send it via post or fax. Our e-mail address for documents is documents@grandevegas.com.

To send us your documents all you have to do is take a photo of them, and then attach the photos to the email. You can also scan the documents and send it in PDF if you wish.

As soon as you send the documents, please allow 3 - 5 business days for processing. Some adjustments will then be made to your account, after which you will enjoy further deposits, withdrawals and playing in an easy manner.

We wish you the best of luck for the future and congratulations on your winnings.

Kind regards,

Grande Vegas Casino Representative

Thanks for Casino Guru's help. I am just letting the money sit at the casino for now since I don't have a printer to scan my info or a camera to take a picture and add to an email. I will figure it out at a future time. I disagree with the fact that I can't get the documents to them in a different way but I give up. Again, thanks for all your help. I really appreciate that I would not have gotten this far on my own. Teena

Dear Christine,

Unfortunately, we’re forced to reject this case as per the player's request. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.