Grandwin.cz Casino - Player's winnings are being withheld in contradiction to the terms and conditions.

The casino is withholding funds upon account cancellation and refusing to pay them in accordance with the contract agreed upon. They are trying to enforce invalid contractual provisions while arbitrarily deducting money from the player's account without the actions outlined in the Terms and Conditions taking place.

In accordance with section 16.2 of the Terms and Conditions, which refers to section 4.13 of the game plan, the contract was terminated on the 29th of September, 2023. This termination was confirmed by the casino on the same day.

Subsequently, as per the Terms and Conditions, the casino should act in accordance with section 16.4, which refers to the game plan section 5.12. This section precisely outlines the procedure for settling accounts upon contract termination and the steps for cancelling a player's account.

However, the casino is refusing to comply with the agreed contract and is trying to impose a fee on the deposit, defined in section 8.2 of the Terms and Conditions.

This section, however, contradicts section 5.9 of the game plan and the definition of the contract, which is written as follows in the agreement: "Contract - is a contract voluntarily entered into by the Registration Applicant with GPC WIN Company for the purpose of enabling participation in gambling games operated by GPC WIN Company. The conclusion of the Contract is a necessary condition for participating in the Technical Game and for completing the Registration process. In the event of a discrepancy between the provisions of the Contract and the provisions of this HP, the provisions of this HP shall prevail."

Therefore, the casino is not only trying to cheat me, but also other players, by withholding their payouts in accordance with section 8.2 of the Terms and Conditions, which is, however, null and void. Instead, it should follow section 5.9 of the game plan, which cannot be applied in my case as it does not involve recurrent violations.

The casino's course of action should be coordinated with section 5.12 of the game plan according to the agreed contract. They should refrain from trying to enforce any invalid provisions.

Attached, I am sending the Terms and Conditions and the game plan of the Grandwin casino, as well as the history of my gaming activities and the balance which should be on my gaming account versus what is currently there. It is clear that Grandwin is deliberately depriving its players. I am, therefore, demanding that the casino releases all of my funds amounting to 684.80 CZK, which they are currently withholding and arbitrarily decreasing.

Dear fsanitize,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you provide clarification on the specific time when your account was blocked?
• Am I correct in understanding that the block was initiated at your request?
• What was the stated reason for requesting the block on your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good day,

I have forwarded all communication with the casino to you.

The contract was terminated on 29.9. 2023 and the casino should have canceled the account by that date and had 10 days to send the money according to the T&C and game plan. It has not done so and instead is trying to burden the money with invalid charges.

Thank you

Thank you, fsanitize, for sharing the email thread. I gathered from the communication that the casino provided two options for closing your account: playing the balance down to zero or submitting a withdrawal request for the remaining funds, as it's not feasible to close an account with an active balance. Can you confirm if you've initiated a withdrawal request?

Hello, when I started the application, they demanded fees from me in violation of the terms and especially the game plan. So I have closed the account and I want to proceed as stated in the contract, i.e. after the end of the contract (it already ended on 9/29), the casino should immediately cancel my account and send the remaining funds to the associated bank account. It must be added that in this case no further action on my part is defined within the agreed contract and the casino should have sent the funds to the connected bank account within 10 days of the termination of the contract. The deadline expired on 16.10. and the casino did not send the money.

I would like to add that closing an account with a non-zero balance is possible. The procedure for its conclusion is defined directly in the concluded contract.

Today I received an answer from the regulator to my question as to whether the casino can proceed as it is now. The reply tells me that the casino must follow an approved game plan. They don't do that now. According to the regulator, the next procedure is to file a complaint with the operator and then initiate proceedings with the Customs Administration of the Czech Republic, which supervises compliance with the obligations set out in the Gambling Act and at the same time discusses gambling offences.

Personally, I would like to solve the case here first, in a more peaceful way.

Thank you very much, fsanitize, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear fsanitize,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Today I received CZK 660 from the casino and received information about closing the account. Unfortunately, this does not solve the problem, because the casino has degraded my winnings and robbed me of money in violation of the GTC. At the moment, the casino owes me 24.8 CZK, which, if they don't pay, will be processed according to the regulator's recommendations.

Good day,

our standard procedure is that if players request a withdrawal without using the deposit funds to play, we inform them that they have violated the terms of the contract. They then have the option to either roll over the deposit or confirm the withdrawal with the understanding that they will be charged 5% of the deposit (to cover our costs associated with these financial transactions). That was the case in this case as well. The player tried to circumvent these conditions by requesting account cancellation. We tried several times to contact the player with how he wishes to resolve the situation, but the player did not respond to our communication. For that reason, we closed the account and sent the withdrawal minus a 5% fee. We stand by this procedure. We will continue to defend against the practices of players who try to abuse the system. Our goal is to provide the best conditions and real game experience for real players.

Unfortunately, what you claim is not true. Your GTC is superior to the Game Plan, and the point you want to apply conflicts with the Game Plan. Your "standard" procedures have no legal basis and in the end it's just a matter of robbing the players.

Point 8.2. The GTC says: "The funds on the Account are used exclusively for their use in the Technical Game. The Account is not intended for the mere deposit and withdrawal of funds. In the event that the Participant deposits and subsequently wants to withdraw an amount without the sum of bets reaching at least the value of the deposit on account, the Operator has the right to reimbursement of all costs incurred during these transactions, namely in the flat rate of 5% of the relevant deposit and 5% of the relevant withdrawal, both for the first and repeated violations mentioned above in this point. To reimburse the costs, the Operator is entitled to use funds on the Participant's User Account. The Participant is not entitled to transfer funds to the Temporary Account or Account or to use these funds in any way for any purpose other than the use of the Technical Game in accordance with these Terms and Conditions, i.e. for the purpose of participating in the Technical Game."

Point 5.9. HP says: "The Participant is not entitled to use the funds registered on the User Account in any other way (monetary transactions, etc.) than exclusively for the payment of Gambling Bets. In the event that the Participant repeatedly violates this obligation, the Operator has the right to reimbursement of all costs incurred during these transactions, namely a flat rate of 5% of the relevant deposit and 5% of the relevant withdrawal. To compensate the costs, the Operator is entitled to use funds on the User Account of the Participant who has violated this obligation. In the event that the status of the User Account show a negative balance, the Participant is obliged to pay the incurred debt, no later than ten (10) days from the date of the Operator's call to pay the incurred debt."

The Agreement is defined as follows: "Agreement – is an agreement voluntarily entered into by the Registrant with the GPC WIN Company for the purpose of enabling participation in the Gambling Games operated by the GPC WIN Company. The conclusion of the Agreement is a necessary condition for participation in the Technical Game and for the completion of the Registration process. In the event of a conflict between the provisions of the Agreement and the provisions of this HP take precedence over the provisions of this HP. "

In this case, your provision cannot be applied. At the same time, I concluded a so-called "take it or leave it" contract with you, which I could not comment on and was purely a proposal on your part. You are now trying not to act on it, even though it is your own contract. If you intend to continue with this procedure, we will proceed to Customs.

Among other things, I closed the account according to point 5.12. HP cannot therefore points 8.2. yes 5.6 apply. You are not able to fulfill your contractual obligations and can only do nothing but insult the weaker contracting party and abuse your position.

The communication was responded to, the procedure from my side was in accordance with the concluded contract. If you claim otherwise, substantiate your claims points from the contract documentation as I have done. You only write your own assumptions without any legal basis and knowingly rob the players.

It is laughable to say that the player who follows the contract is second-rate or "bogus" because he wants the casino to live up to the legal obligations it has defined itself and entered into with the player. It cannot be a case of circumvention or abuse of the system, because the player is based on a concluded contract and the casino, the stronger party to the contract, tries to escape from its obligations and tries to apply non-existent and invalid provisions.

Add. point "We have tried several times to contact the player with how he wishes to resolve the situation, but the player has not responded to our communication." is a blatant lie. I was in contact with the casino the whole time, their manager was just sending me CTRL + C and CTRL + V replies. No one has tried to contact me "multiple times" or outside of that thread. The communication sent to Casino Guru was final and available to Casino Guru. The casino didn't bother to suggest a different course of action and just delayed. At least it partially lived up to its obligations only when the mediator Casino Guru was involved in the case, and at the moment the casino is just trying to minimize its reputational losses.

Good day,

to clarify, a real player is a player who deposits money to play at a casino and not a player who deposits money to collect free spins and then spends a month studying the terms and conditions and game plan because he can't accept that the casino is trying to crack down on these practices defend.

We do not agree with your legal interpretation, we stand by our decision and do not intend to change it.

Unfortunately, you can't do anything other than attack those who want to act in accordance with the agreements made. You are only trying to wriggle out of valid closed relationships. The player most likely has a reason to end this relationship. Free spins are an option to verify that the casino has a proportionately set RTP and that any winnings are meaningful. If not, then when, according to the reviews, it was evidently found by other players that it is worse than in other casinos with a better reputation, the player naturally goes elsewhere. However, you cannot get over the fact that you failed to rob someone else who reads the contractual provisions and does not allow himself to be blindly robbed. Unfortunately, you have not been able to justify your actions in any way to date. That alone speaks volumes for what you are performing.

Otherwise, I don't want to spoil your ideas about bulletproof documents, but by saying "he spends a month studying the conditions and the game plan" you are more like a fan.

Dear fsanitize,

I am very sorry about the situation but after evaluating all the information I have not detected anything wrong done from the casino part. It is industry standard that when a player does not use an amount for playing and wants to receive the funds back, the casino often deducts a fee. In this case, it is 5% that is completely acceptable, and we only consider 30% or more as not acceptable amount. There are a few exceptions where the fee should not be applied, but this is not one.

Unfortunately, I am forced to close your case as rejected. You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru