Grande Vegas Casino - The player's withdrawal has been canceled.

I put in a withdrawal request for $3000, keeping money to continue to play with. When I ran low on play money, I received a bonus offer, which I accepted by making a deposit. I later saw that my payout request was denied, so I messaged customer service for an explanation, & was told that I was not allowed to accept a bonus while a withdrawal request was pending. What truly upset me is, at any other time, when accepting a bonus, if for any reason one is not allowed to use it, it will not go thru & a notification will appear explaining why. That is helpful information, however, at this time the bonus was able to be obtained & no notification explaining that it would cause a withdrawal to be denied & all money would be lost. I was not aware that I could not utilize a bonus while a withdrawal was pending, even though it was offered to me & I had earned the bonus thru my level of play. I was devastated by the loss of winnings, especially after the amount of money I had deposited into this casino to be eligible to win. Customer service offered no sympathy or compassion, & told me that I was considered a "lucky" player, & should continue to try to win more, being aware not to accept any bonuses in the future while my winnings were pending. It was heartless. I asked for my account to be deactivated immediately, & have since given my business to other online casinos who do not share such a ridiculous condition of play.

Hell Christie,

Thank you very much for submtting 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 to clarify the case as much as possible.

Was the winnings of $3000 generated from real money or from bonus aswell? How long was the withdrawal pending before it got canceled? Was it your first withdrawal request in the casino? Is there any balance left on your casino account?

We've exprienced cases like this in the past where the withdrawals got canceled due to accepting a bonus, but based on our Fair gambling codex, the winnings generated before accepting the bonus should be fully paid out to the player. The question is now if you have any balance left there or you played and lost it all. If you have already lost it, I'm not sure we will be able to do anything with. If you still have it, we agree with you that you should get all your money won from before taking the bonus.

Looking forward to your answer.

Regards,

Nick

Yes, it was the first time I had ever requested a withdrawal. I had won the entire $3000 & requested the withdrawal, plus made an additional deposit before accepting the bonus offer, which was for free spins, but I lost all additional money won on the free spins, as it was very little. The withdrawal request was pending for approx 12-14 hours before they cancelled the payout. There is no balance left on my casino account. How can they deny my payout when the $3000 I won had nothing to do with the bonus I accepted afterward, which I also deposited money to qualify for? I feel like they set me up to lose, so that they wouldn't have to pay me.

One more addition, to start the day, I accepted a deposit bonus initially, which had a $750 maximum payout. I had won $1900+, but made a payout request for my $750, so they cancelled the remaining $1200+. I then reversed the withdrawal, to have money to continue to play with, & it was then that I won the $3000, using the earlier winnings. So, no, the $3000 was not directly won a result of a bonus. When they cancelled the $3000, they refunded my deposit money back to my account. If they had just blocked the usage of the bonus, like they do for any other reason, the $3000 would have been paid out with no problem. I just was not aware that I was not able to accept an additional bonus, which I earned, or else I would have not continued to play until they processed the withdrawal.

Dear Christy,

Unfortunately, the fact that you initialy played with bonus completly changes this case. If the $3000 was generated from the winnings earlier generated from the bonus - the bonus term's still applies. If you just reversed the money it doesn't mean that the bonus ended - you just continued playing with it. If you would finish the withdrawal of $750 and then later deposit, it would be a real money game play. However, I still don't understand why did the casino canceled all your winnings and returned your deposits as you should be still getting the $750 based on the bonus terms. Did the casino specified the reason of voiding your balance?

Looking forward your answer.

They said the $3000 would have been a valid withdrawal, but because I accepted the bonus, it invalidated the win.

Also, it wasn't just bonus money or the $750 that I won with. I also deposited more money after the $750 win.

I'm confused about the question of why they voided my balance & returned my deposits. They said since they terminated my balance for accepting the bonus, the deposit I made in order to accept the bonus was the only thing I was entitled to. I'll try to list the events step by step.

1. Deposit using bonus with a $750 max washout.

2. Played thru until eligible for cashout. Although, I had $1900+ at the time.

3. I spoke with Cust Svc, & was told in order to collect the $750, I would need to forfeit the remaining $1200+, so we did that & she put in the $750 cash out request.

4. I deposited more money, to continue playing.

5. I lost all money previously deposited, so I reversed the $750, to continue playing.

6. I played & hit several high plays, adding up to $3400 approx.

7. I put in a $3000 withdrawal request, keeping the remaining balance to continue playing with.

8. While playing, I received a bonus offer in my email, so I made an additional deposit to use the bonus & continued to play.

9. I lost all of the money I had to left to play, so I quit.

10. The next day I looked for the status of my withdrawal, & saw that it said denied. I messaged cust svc, & was told because I accepted a bonus while the $3000 withdrawal was pending, I forfeited all money; however, my deposit made to accept the bonus was returned to me.

Those are the events in order. I hope this helps.

Dear Christy,

Based on your description you just confirm what I guessed for the first time. As your winnings were generated from the $750 initial bonus wins, it is still considered as bonus money. If you just put it on withdrawal request and reverse it, it is still bonus money. As the deposit was refunded, there isn't anything else that could be done in this case. I can only recommend to be very careful with bonuses and do not deposit or play until you complete a withdrawal from any bonus in the future, or in other case do not even accept any bonus as it is much easier to get paid out without them and there is less rules to follow.

Is there anything else I can assist you with? If no, we will be now forced to reject the complaint as the casino just followed their terms and conditions.

The complaint will be now closed as rejected for the above mentioned reason.