Grande Vegas Casino - The player's winnings were voided.

I received cashback on 06/04/2022 at 6:45 pm from a chat representive at Grande Vegas. I played this with a low play thru and won $1,083.17. I place a withdrawal of 1083.17 at 8:32 pm. My withdrawal was now under review. I tried to play while I was waiting for my withdrawal to be completed but their system said you cannot play with a pending withdrawal. It wouldn't let me make a deposit and play. During the last month or so I would receive emails from them saying YOU ARE A MONDAY GRANDE VEGAS WINNER....YOU ARE A FRIDAY GRANDE VEGAS WINNER AND SO ON MANY OF THESE. They were a gift of $25.00. On the morning of 06/05/2022 at 8am I signed on and went to my coupon page and there it was You got $25.00 Grande Vegas winner. So, I played it. Their system let me play it with a pending withdrawal. It did not say you cannot redeem this coupon because of your pending withdrawal. This is a glitch on their end or a trick that they put upon players that are waiting for a withdrawal.

Today I received this.

Dear Jay,

Thank you for your patience regarding your payout of $1,053.17 via Check.

While reviewing your account we've noticed that the following rule was broken:

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

By redeeming coupon QXCPH on top of your pending withdrawal you've broken the above stated rule.

We have denied your withdrawal, voided your winnings and your bonus. 

Kindly have a look at the casino Terms and Conditions to avoid breaking any of our rules in the future which may result in your winnings being voided

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

Yours sincerely,

Emma

Grande Vegas Financial Services

Hello sting454,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grande Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Was the bonus added automatically to you or you had to accept it? How did the casino respond when you contacted them with this issue?

We believe that the casino should prevent such cases from technical part and once the bonus was credited to you even thou you shouldn't have receive it, there is no reason to void any balance.

Please send any evidence you have to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

The bonus was a cashback credit from a representitive at the casino. I played it and I met the play thru requirements and then requested a withdrawal. Everything was in normal motion. My requested withdrawal was under review. When I saw one of $25 coupons in my inbox ( I have proof of all $25 coupons for months) and I also have proof of other pending withdrawals and with the $25 coupon played my pending withdrawal was still paid to me not declined.

I sent it to your email

I send 2 emails to Emma the casino rep that send me the news about my deletion of my withdrawal yesterday. I received no response.

I sent the emails and my transactions with grande vegas to your email also

They violated their own rules by giving me the $25 bonus....see below

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise

But they gave it to me

Congratulations!

You are a Grande Monday Winner.

This was in my inbox

They broke their own rules. I did not.

Hello sting454,

Could you please forward all the proof, screenshots and chat transcripts you have to nikolas.b@casino.guru?

Nikolas.b I sent them to your email 2nd time

Thank you sting454 for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello sting454.

I am sorry to hear about your troubles.

Unfortunately, what you are experiencing is a common problem for a particular group of casinos.

I would like to invite the casino representative into the case.

Please check sting454's activity. I believe he didn't try to abuse the system anyhow, and his winnings should be paid.

Dear sting454,

We are very sorry to hear that your payout has been denied.

Please note that you agreed to our T&C at the moment of your registration.

Using any bonus or deposit on top of a positive balance is not allowed. You can only use freebies or make a new deposit once your balance has reached $0.

We want a deeper look at your case; therefore, we will need your casino username.

Best Regards,

Grade Vegas Affiliate Team

Dear sting454,

Thanks for providing the login details. We are reviewing the case.

@ Matej, the username and the email provided in this threat are not those of the casino.

Thanks,

Grande Vegas Affiliate Team

Dear sting454,

Good news! The $1,083.00 was put back in your account, and your withdrawal via Check has been requested.

Please remember that you cannot use promotional offers or deposits while waiting for your payout to be processed. That is against our T&C, and next time there won't be an exception!

If you need anything else, please let us know.

Best regards,

Grande Vegas Affiliate Team

Dear sting454,

Please confirm that we can close the complaint as solved.

Hi MateJ, Yes, Please close my complaint for Grande Vegas. Thank you very much for your help in resolving the issue.

Jay

sting454

Dear sting454,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.