PlayGrand Casino - Player’s account is locked after winnings.

Morning guys, just came across this as I feel playgrand are now attempting to use stalling tactics aswell as now not wanting to payout. Monday morning I had woke up very early due to going on holiday with the kids, and had a notification that I could get 500 free spins, I used them all and then wagered all the requirements to get a cash balance with zero bonus balance, I had managed to get a balance of £2,200 and had attempted to withdraw however it wouldn't allow me as it only had my old card details even though I had deposited previously using my new card, I had spoken to live chat services however he has stated that if I deposit again it will update my details. I deposited and nothing updated, I was then told they will remove my card details and I have to set it up manually using my bank name, address etc. I had done so and attempted to withdraw just £100 out of the £2,200 and all of a sudden my account has been locked out by playgrand with no communication as its now suddenly under review. Any help would be appreciated as its now on the fifth day without access to my account. Unbelievable that I've been told to deposit previously by them to correct the issue. It's not worked and now they locked my account with £2,100 sat in there.

Dear Kiej96,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Has your account passed KYC verification in the past?
• Did the casino cite any rules that might justify the casino's actions?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Afternoon mate, I'm unsure how long I've been a member of the site but it's more than a year, signed up to the site after seeing a slots player I watch on YouTube called chipmunkz who was advertising the site, and I'm unsure about what kyc is but I've deposited before aswell as also withdrawing from the site previously. Also the casino gave me no warning of my account being locked etc, after I had messaged live chat to update my card details so that I could withdraw onto my new card all of a sudden they had put my account up for review, was told by the live chat operators it would only take 48 hours however of course that hasn't happened. I shall see if I have any screenshots of my chat and shall send them to your email if possible.

Many thanks, Kieran.J

KYC (know your customer) is a process referred to also as verification. It includes providing documents confirming your identity and personal information. Most casinos inform you about the status of your verification either in your account or via notifications.

Were there any particular documents the casino requested from you due to using your new card?

I have sent them over all relevant documnets, and they had confirmed my details and sent me £80 from previous withdrawals. However that is all, on the site you cannot update your details, you have to email them which I have done so. Never had a problem previously withdrawing or depositing until now which is unfortunate. Every time I've been on live chat all I've been told is to check back tomorrow with them as it only takes 48 hours for them to review, this of course is not true as it is now approaching 2 weeks

Thank you very much, Kiej96, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.  

Dear Kiej96,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know. Additionally, could you please forward me the email from the casino that includes the notification about the free spins promotion? You can send it to my email address at jakub.m@casino.guru.

I would like to invite the PlayGrand Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PlayGrand Casino,

Could you please provide a detailed explanation of this case, including the specific reasons for the player’s account being locked?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru, 

We can confirm that the closure of the account was temporary and unrelated to the confiscation of funds. The account is currently active and accessible to the player.

Furthermore, the customers dispute is currently under review by our Complaints Team, who will reach out to the customer 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

Evening Kubo,

I received the notification for free spins on the app after completing the free spins promotion in which was to wager £20 to potentially win 500 free spins, the notification from the app was saying my spins were ready etc so I don't unfortunately have an email for that however I do have screenshots of my history on where they took my cash balance due to live chat telling me that they had wiped my account due to the amount won on free spins went over £100. However as I had stated to the rep and is shown on my account during free spins I only won £52 odd and then also met the wagering requirements of wagering the £52 and odd pence to a total of over £2,000. I shall send you the screenshot via email and attempt to send more of the transactions to clarify and show that only £52 odd pence was won for free spins (if I can get into my account) the last few days I have been unable to access so unaware if the casino is now attempting to clear my history. I look forward to your response and playgrands

Dear Kiej96,

Thank you for providing the additional details and screenshots. I've reached out to the casino's representative outside of this thread to gather more information about your issue, as I still don't have enough to conduct a thorough investigation at this time. I'm currently awaiting their response, and I will keep you updated with any developments as soon as I receive them.

Thank you for your continued patience.

Dear Kiej96,

The Complaints Team responded to your dispute on 13/08, however, we have not received any response.

We cannot share anything more than confirming that your recent winnings were capped in line with the promo terms associated with the bonus spins you have claimed. 

We please ask you to respond directly to the Complaints Team.

Regards,

Playgrand Casino

Hello everyone,

Is there any update on this case?

Dear PlayGrand Casino,

To conduct a proper and thorough investigation of this case, I kindly request that you provide the player's complete gaming history. Along with this, please include your detailed explanation so we can review the gameplay, specifically focusing on how the bonus wagering was handled and when the wagering requirements were fulfilled.

Without this information, we will be unable to proceed with the resolution process, which may result in the complaint being deemed unresolved due to insufficient evidence from the casino.

Thank you for your understanding and cooperation.

Dear Casino Guro,

Due to GDPR regulations, we are unable to provide the requested information directly here. However, if @Kiej96, would like, you can email us and our complaints team will be more than happy to assist you further with your request.

Thank you for your understanding.

Best regards,

Playgrand Casino

Dear Kiej96,

I’ve had a conversation with the casino representative outside of this thread, but unfortunately, their stance remains unchanged. They claim they are unable to share your game logs directly with us due to GDPR regulations. However, there is a way we can proceed with the investigation - with your help.

As the account holder, you have the right to request your own game logs from the casino. Once you receive them, you could then kindly share this information with us so we can continue investigating your complaint. Without these logs, we are unable to move forward with the resolution process.

Would you be willing to assist by requesting your game logs? Specifically, we need the logs from the date you claimed the bonus up until either the completion of the bonus wagering or even better - until the nullification of your balance.

Please let me know once you’ve submitted the request, and if you encounter any issues or delays with the casino, don’t hesitate to reach out.

Thank you in advance for your cooperation. I truly appreciate your assistance in resolving this matter.

Dear Kiej96,

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.

Hi Kiej96,

I wanted to inform you that since Kubo, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Kubo possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted.

Thank you for your understanding and continued patience.

Afternoon, sorry my emails have been completely messed up. Apparently someone has been trying to access my emails and it had locked me out so have been unable to receive notifications regarding this. I have forwarded kubo all screenshots of the wagering on my account via email but would be more than willing to do so to yourselves aswell, the last time playgrand had emailed me was notifying me that they would grant me £100 cash balance and they would do nothing else. One thing I don't understand is why would they offer me £100 balance if they claim I'm not owed anything and that my £2,400 winnings was not through there own wagering rules and requirements. I believe this has gone on to long now and playgrand are genuinely attempting to withhold funds and attempt to withhold information. I give my consent for them to share my full data with yourselves therefore wavering the gdpr regulations due to my discretion. I have contacted live chat multiple times and have always been rebuffed by them by staying not to worry, they will escalate etc, or they have ended the chat. If you can give me an email I will send yourselves what I have and shall also email them for the logs. Many thanks, Kieran.J

@Playgrand, if my winnings are not valid why was i allowed to play and wager with funds even though as you have stated i would be capped at £100. Clearly below it shows my spins bonus only winning £52 odd pence, and rolling it over and wagering your requirements. Please enlighten us all on how the funds where then taken from my account even when it shows i could withdraw aswell. Hope this helps abit casino guru.

Dear Kiej96,

Have you been able to access your email yet? Unfortunately, the casino will not accept your GDPR waiver posted on the forum. The only way to obtain the necessary game logs is for you to submit an official request directly to the casino and then forward the documentation to me.

The game history from the screenshots you provided is not clear enough for a thorough investigation. The casino should be able to provide the logs in an XLSX or CSV file format for proper review.

Thank you for your understanding.

Dear Kiej96,

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.

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

The player can reopen this complaint at any time.

Best Regards,

Kubo