PlayGrand Casino - Player’s account has been closed and winnings confiscated.

I opened an account 2 days ago. Passed all vefication checks after uploading ID and address. Deposited 10 won 450 withdrew this. They've emailed me the following today. Upgrade to a smarter Gmail

Secure, fast & organized email

OPEN

Inbox

Information from Customer Support (TKT:VBrmb6)

A

accounts@playgrand.com

to me

41 minutes agoDetails

Hi Frankie s***,

After a review of your account by our compliance and risk team, it has been decided to close down your account. As per clause 13.2 of the General Terms and Conditions, we reserve the right to close your account at any time for any reason.

If we terminate your account for any reason the provisions set out below shall apply:

Your account has now been terminated effective immediately.

Your winnings have been confiscated. Returned initial deposit 10.00 GBP

You are banned from the group

No Refund will be issued 

If you attempt to open any further accounts on the Network, they will be terminated and any funds accumulated will be confiscated.

I have passed verification I have been able to deposit and play however when I try withdraw my account is closed and funds taken. You owe me £440

Dear Frankiejack96,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi Kristina.

I just play slots. I did have a bonus but I'd already wagered that ages before. And yes the only explanation I have from them they just said they have the right to shut anyone's account at any point.

Thank you very much, Frankiejack96, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Frankiejack96,

I'm Michal and I have taken over your complaint. I have reviewed your case and I find it quite unusual that the PlayGrand team has not offered more substantial justifications for their decision. I will contact the casino to shed more light on this matter.

We would like to invite PlayGrand Casino to join the conversation.

Dear PlayGrand Casino,

I recognize that your terms and conditions include rule 13.2, which grants you the authority to close a player account at your discretion. However, it is imperative that all financial obligations are settled before such an action is taken, provided the player has not violated any of your rules. We kindly request clarification regarding your decision and the rationale behind the confiscation of the player's winnings.

Dear Frankiejack96,

We note that your account was terminated, and your winnings confiscated as you were in breach of the warranties outlined in clause 4 of our terms and conditions https://www.playgrand.com/gb/terms-conditions 

Please note that your dispute has been escalated to our Complaints Team who will reach out to you directly via email once the process is completed. Further information pertaining to our Complaints and Disputes Procedure can viewed under clause 16 of our terms and conditions https://www.playgrand.com/gb/terms-conditions#complaints-procedure

Regards,

Playgrand Casino

I have already waited 2 weeks and heard NOTHING back! You don't reply to my emails and I have had no update on the case.

Hi @Frankiejack96,

The Complaints Team has reviewed your dispute and provided a response to you via email.

As mentioned in their email, if you wish to escalate the matter externally, you can reach out to eCOGRA.

Best regards,

Regards,

Playgrand Casino

Dear Frankiejack96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Frankiejack96,

I have received some information from the casino team; however, I still lack a comprehensive understanding of the situation. Unfortunately, due to their privacy policy and GDPR regulations, the casino team is unable to share the essential details we need. While this is not an ideal circumstance, we must accept it. As noted by the Playgrand Casino team, I also suggest that you contact eCOGRA, as they serve as the official Alternative Dispute Resolution (ADR) for their Casino. Please inform me once you have submitted your complaint to them, and keep me updated on your progress and their response at michal.k@casino.guru. This will help me monitor your case and categorize it appropriately once eCOGRA provides its decision.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to pursue this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.