GrandWin Casino - Player's winnings and deposit were void after bonus cancellation.

I deposited 100 euros and they gave me a 200% bonus, that is, I started playing with 300 euros. I got up to €645, canceled the bonus by mistake and they left me at 0, also taking my money from the deposit

Dear Ajg180,

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

Could you please confirm the website of the casino where the issue occurred?

Did you contact the casino about the issue? What was their response?

Thank you very much in advance for your reply.

Best regards,

Tomas

Happened at Grandwin casino. I contacted the live chat and they said there was nothing they could do

Thanks for your reply. The only Grandwin Casino in our database is purely for players residing in the Czech Republic.

Is this the correct casino website? https://www.grandwin.cz/ I'll await your reply.

Sorry it's the grandwin2 casino

Thanks for your assistance.

Were you given any warnings when canceling the bonus? Could you please advise how you proceeded and what actions you took in order to cancel the bonus?

I canceled the bonus to withdraw my money even if I lost the bonus money, the rest I thought I was going to receive it, I did not receive any warning, but the biggest surprise was that when I withdrew the bonus all my winnings (€645) disappeared, including the €100 of deposit

I canceled the bonus because €645 of casino bonus balance and €0 of real balance appeared

I wanted to withdraw at least what I took out, so I canceled it, I was overwhelmed because the amount of 0 appeared in the real balance

Do you have the conversation with the live chat saved? Could you please forward it to my email at tomas@casino.guru? I'll await your reply.

I don't have it saved sorry

I don't feel it

Thank you very much, Ajg180, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Ajg180,

I'm taking over your case. Let me contact the casino and I will do my best to help. I would like to invite GrandWin Casino to the conversation to participate in the resolution of this complaint.

OK

Dear Peter and Ajg180,

Thank you for reaching us.

Following a thorough review of the account, we would like to

inform you that a few days prior to the Players first and only deposit, he was

credited with 200 EUR No Deposit Bonus which he played and lost. A few days

later, he deposited and took a deposit bonus. Once you get a deposit bonus,

first you start playing with your real funds and all the accumulated winnings

are turned on top of the Virtual Balance. Bonus funds come into play after the

real ones are lost. As the Player stated in this thread his Virtual balance was

at 645 EUR and his Real balance was at 0 EUR which means that he already lost

all his real funds and started playing with the Virtual balance. By canceling

the bonus all the virtual funds have been forfeited as per T&C:

https://grandwin.com/pages/terms-and-conditions

8.9. In cases where the customer chooses to leave a bonus

campaign or fails to complete any other withdrawal requirements, listed in the

specific promotion, all bonus money, and real money winnings will be

forfeited. 

Moreover, on 18.07.2023 the Player received another No Deposit

Bonus which he successfully converted into Real Funds but continue to play and

lost as well. Considering the events that took place and everything that was

written in this thread, we believe that the Player doubted that he would make

the rollover requirements for his second bonus and decided to cancel it in the

hope that we will refund his deposit back.

We believe that we were more then fair with the Player and

everything that happened was dully explained by our Customer Support. Our

position on the matter is final and will not be subject to a change.

In case there is anything else we could help you with, please do

not hesitate to contact us back.

Kind Regards,

GrandWin Casino Team

Dear GrandWin Casino Team,

Thank you for your reply. Could you please describe the process of what happened? Was the bonus automatically canceled and funds confiscated when the player requested the withdrawal or did they cancel the bonus first and then made the withdrawal? Is there any sort of warning informing the player that they could potentially lose their funds if they proceed with the withdrawal?

Dear Peter and Ajd180,

Thank you for reaching us once again.

As mentioned by the Player in this thread he intentionally cancelled his bonus in order to withdraw funds. Please keep in mind that the funds are visible at all times in the virtual balance not in the real balance, which means that he was aware where the funds were at the time of the cancelation. Also, as mentioned in the bonus terms and conditions all winnings are stored in the virtual balance until the rollover is completed.

The general Terms and Conditions are provided to every Player upon registration and are easily visible and accessible on the site as well. The specific Terms and Conditions are displayed on our Promotion page for every bonus available on the site. Considering that the Player chose the bonus himself and enter the code for it when depositing, we believe he was more than aware of all the applicable rules. Moreover, our Customer Support representatives are available 24/7 in Live Chat to assist our Players with any questions they might have.

Kind Regards,

GrandWin Casino Team

Okkk, well, I will give up my money, it is clear that I will not play there again, it makes sense to remove the money from the bonus, but the one you have deposited does not, it seems like a robbery

Hi all,

Thank you for your replies.

Dear Ajg180,

If you only had bonus funds in your balance and manually canceled the bonus before completing the wagering requirement, I'm afraid I won't be able to help you. I suggest reading the bonus T&Cs and/or contacting casino support before you make such a decision in the future to avoid disappointment. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter