PlayGrand Casino - Player’s winnings were confiscated and the account was closed.

I made a withdrawal request of £800. I then sent them the requested documents (ID, proof of address), the next day I receive an email from them telling me my account has been closed an winnings confiscated. They refer to their terms and conditions and specify a part that says something like 'we reserve the right to close an account for any reason at any time'.

That is all I have been left to go on, I replied to that email and got no response, and also sent another asking why they have done this two days ago and am yet to get a response.

They sent back my total deposits, which was £200, I can confirm that I have received that. But the other £600 that I won fairly has just been taken from me it seems.

Dear CGal92,

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 when exactly you created your casino account? Do I understand correctly that you have not received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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

Hello Kristina,

I created my account on the 16th of July. All of the deposits, and the withdrawal were made on the same day.

My ID Verification was approved by their automated system, but when I uploaded my Proof of Address (Bank Statement) the system failed it and it said it will be reviewed by the relevant team.

My first thought as to why it failed was when I signed up, in the Address section, I was unable to type a '/' as the field says it only accepts letters and numbers. My address has that in it. For example; 2/2 12 Johnson Street. So on my account details it showed 22 12 Johnson Street. (These aren't my real address details).

I had no bonus when I won the money. My total win was around £1100 if I remember correctly, I withdrew £800 and played with the rest until I lost it.

Thanks.

Thank you very much for your reply, CGal92. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you an email with relevant emails attatched.

Thanks.

Thank you very much, CGal92, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 CGal92,

I've reviewed your case and am sorry that you came across such a problem with your account at PlayGrand. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear PlayGrand Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account was blocked without any explanation?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hello CGal92

Thank you for your review.

Kindly note that you would be required to follow the Complaints and Disputes Process, as outlined in clause 15 of our terms and conditions https://www.playgrand.com/gb/terms-conditions#complaints-procedure. We can confirm that we have escalated this matter to the Complaints Team who will be assisting you further in this respect.

@Casino Guru, we are unable to provide further commentary on the matter due to GDPR constraints.

Following the outcome of the internal dispute; in the event that the customer remains dissatisfied with the resolve, he is welcome to reach out to the ADR’s as outlined in clause 15 of our terms and conditions.

Kind Regards

Playgrand Casino

Thank you very much for the response, PlayGrand Casino.

Dear CGal92, since the casino has an official ADR platform, we cannot intervene yet. We recommend you communicate with the casino's complaint team first, as they have escalated an internal complaint. If you are not satisfied with the results, please contact eCOGRA - the alternative dispute resolution provider - and submit a complaint to them.

For now, we will close your complaint as unresolved with the status "waiting for a regulator's decision". After 3 months, the case will be reopened and we will be contacting you to find out if the complaint will be solved in your favor or not. If the case won't be solved, then we will intervene. I hope for your understanding.

In case you need any further assistance, feel free to contact me at natalia.b@casino.guru.

Regards,

Natalia

Dear CGal92,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Dear CGal92, would you please inform us about the outcome of the internal dispute with the casino? Have you contacted the ADR (eCOGRA)?

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

The player can reopen this complaint at any time.