Grande Vegas Casino - Player's winnings partially confiscated.

I was sent an email with a promise of free 100 spins.

I won some money and started playing other slots throughout the next couple of days, slowly building my bankroll from 10 through their mandatory play which is about 500-700 USD before you can withdraw. I did that then I submitted my paperwork asking to withdraw.

They approved my paperwork, then they denied my approval amount, and cut my money without so much as a notice.

They stole my money.

I want to get an attorney and sue them. They owe me 449.11. I won it fair and square.

Please help me get my money back.

Payout Request Confirmation

Dear Michael ****,

This email confirms our receipt of your payout request via Bitcoin for the amount of $ 180.00 USD at Grande Vegas Casino for your Account ID 101airbornergr78. We will review your request shortly and you will be notified by email when your payout has been processed.

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

We thank you for your continued business and are always available if you should have any questions.

Email:grandevegas@swiftupdate.com  

- The Staff at Grande Vegas Casino -

Dear Michael,

Thank you for your patience as you await your payout to be processed.

However, this payout was denied as the maximum cash out from your bonus GRANDESPINS= $180. We have deducted the exceeding funds.

Kindly re-submit your request and we will be sure to process this payout in due course.

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Laura

GrandeVegas

Financial Services

Dear Michael *****,

Thank you for your patience regarding your payout request of $ 629.11 USD  via BTC .

Unfortunately, this payout was denied for the following reason:

Withdrawal of $ 629.11 via Bitcoin denied, max payout from bonus = $180, exceeding funds removed in accordance with the max cashout rule. Email sent.

We thank you for your continued business and are always available if you should have any questions.

Email:grandevegas@swiftupdate.com  

- The Staff at -

50822841 - 12/28/2023 4:09:27 AM

Payout Request Confirmation

Dear Michael ****,

This email confirms our receipt of your payout request via Bitcoin for the amount of $ 629.11 USD at Grande Vegas Casino for your Account ID 101airbornergr78. We will review your request shortly and you will be notified by email when your payout has been processed.

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

We thank you for your continued business and are always available if you should have any questions.

Email:grandevegas@swiftupdate.com  

- The Staff at Grande Vegas Casino -

50822841 - 12/27/2023 2:39:10 PM

Dear Michael,

Thank you for choosing GrandeVegas Casino.

We have received your email with documents attached. Your account has been updated and documents approved.

If you have any further questions, please contact us via email or chat and a Customer Support Agent will be happy to assist you.

Regards,

Sergio

GrandeVegas Casino Verification Service

Dear  michael ,

Thank you for choosing GrandeVegas    

We have received your email, thank you.

You will be contacted via email if we require additional documents or for any reason(s) that may delay the process.

Once the required documents have been verified, your account will be updated and you will be sent a confirmation email.

Should you have any further queries in this regard, please do not hesitate to contact us!

Best regards,

Documents Support Team

Dear Michael,

Thank you for choosing GrandeVegas Casino.

We have received your payout request. In order for us to continue with the processing of your payout request, we require an additional verification document for added security measures.

At your earliest convenience, we ask that you send the following:

- A picture of you holding your Photo Identification next to your face. Please ensure that the details of your Photo Identification are visible in the picture.

This is needed before your payout can be processed. Once the document is received and approved, your request will be sent to the payments department for processing.

If you have any questions, please feel free to contact us via email or chat.

Regards,

Dru

GrandeVegas Casino Verification Service

Dear moresize101,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grande Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how much was your balance after the wagering requirement of the bonus was complete?
• Have you submitted documents for verification in the casino?

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

Best regards,

Tomas

Could you please advise how much was your balance after the wagering requirement of the bonus was complete?

Yes, I can It was at least 811.14 I believe it was a little higher. I played my balance up to almost 1000 dollars before I ended up at 629.11

Yes, I submitted all my paperwork for verification. I did this in one of the emails you can see they approved my documentation. I then had to resubmit my paperwork yesterday to allow a Crypto payment with a picture of my face and ID. I did that.

Thank you,

Mike

Dear  michael ,

Thank you for choosing GrandeVegas    

We have received your email, thank you.

You will be contacted via email if we require additional documents or for any reason(s) that may delay the process.

Once the required documents have been verified, your account will be updated and you will be sent a confirmation email.

Should you have any further queries in this regard, please do not hesitate to contact us!

Best regards,

Documents Support Team

Automated Response for Documents 

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documents@grandevegas.com

Sat, Dec 23, 1:22 PM (7 days ago)

to me

Dear  michael ,

Thank you for choosing GrandeVegas    

We have received your email, thank you.

You will be contacted via email if we require additional documents or for any reason(s) that may delay the process.

Once the required documents have been verified, your account will be updated and you will be sent a confirmation email.

Should you have any further queries in this regard, please do not hesitate to contact us!

Best regards,

Documents Support Team

Thanks for your messages.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If your winnings were capped according to the rules specified in the bonus terms and conditions, and at the moment the wagering of the bonus was complete, I am afraid we won't be able to help.

• Could you please specify what specific bonus was activated on your casino account?
• Please provide a screenshot, a link, or an email of the specific promotion and its rules here or to my email at tomas@casino.guru

Dear moresize101,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.