The player won $1450 and made a withdrawal request. In the meantime, they played with 25 free spins bonus that resulted in closing of the withdrawal and confiscating of winnings. We rejected the complaint because the player stopped responding to our messages.
Grande Vegas Casino - Player’s winnings were cancelled due to a breach of the casino’s T&Cs.
Amount: $1,450
Grande Vegas Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Grande Vegas Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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5 years ago
Translation
I deposited as I usually do without any bonus ........ I win $ 1450 and I withdraw after I get inside 25 free spins of a new game I think I win a little bit but I don't turn the playtrought of $ 1500 and anyway I shot them so much because I know that in case I shouldn't have taken them because of my winnings, I find myself inexistent movements and a bonus win in 180 withdrawable with a netteller withdrawal that is no longer in Italy for the tent in the time I slept I have detached on 5/11 at 5.50 pm American I find the levy at 3.36 am of the 6/11 levy that denies me the winnings but if I was sleeping ?? I'm really annoyed if they can kill 1450 with 25 absurd free spins
Automatic translation:
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5 years ago
Dear Paternó,
Thank you for contacting Casino Guru. I'm sorry to hear that you've been having difficulties with cashing out your winnings. If I understand you correctly, you won $1450 without playing with a bonus, requested withdrawal and then played with the free spins. The casino cancelled your withdrawal and confiscated your winnings of $1450 and gave you $150 back, is that correct? I found the rule in the casino’s T&Cs:
"25. 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"
We find this rule a little bit odd, but the casino can set their own rules regarding offered bonuses. However, the casino shouldn’t confiscate the winnings earned by playing real money. Are you sure you won the $1450 without playing with a bonus?
Best regards,
Peter
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5 years ago
Translation
I always play without bonuses I can even prove to you to do this, they have simulated a withdrawal with option netteller for months now that cannot be used by Italy and therefore I should have shot a playtrought of 1500 dollars according to them with 25 free spins they didn't want me to pay the bets I should have won and turned the playtrought if you want I can send you the photos where I paid without any bonus 150 and the photos of the fake withdrawal netteller and the mail where they say that this withdrawal refers to an old withdrawal while carrying the date 6/11 indd to Imma also thieves I knew very well that if I won with those free spins I would not have had to withdraw the fact a thousand times to play the free spins inside after winning so it was done on purpose bah I do not know why since I had recently won they are frustrated with my winnings I don't know I would like a refund in my cards or in my ecoPayz they can't force me to play where they don't pay
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Automatic translation:
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5 years ago
Dear Paternó,
Thank you for the reply. Could you please send me all the evidence you have, so I can understand the issue better? That would be very helpful.
Best regards,
Peter
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5 years ago
Translation
Here I send you the screenshot where underlined in yellow when I stopped playing in red from then on all their movements I do not even have netteller as a withdrawal option because for months in Italy on their platforms in withdrawal is not usable I find a fake relief as if I had won the bonus and turned the playtrought of $ 1500 ...... also here you find the 150 no deposit bonus and after my winnings all the rest is scam I made 25 free spins that give them daily but I knew that not I had to make no relief and no winnings I know the rules is not the first time that I ride inside free spins after a win in the meantime thanks but they don't want to pay and have archived everything
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Automatic translation:
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5 years ago
Hi Paternó,
It seems your screenshot didn't get through. Could you please try to upload it again or send it directly to my email address: peter.m@casino.guru. Thank you.
Brest regards,
Peter
