The Grand Ivy Casino - Player’s account has been blocked.

I checked online to find what poker site was rated the best and Grand Ivy came up top of the list so I downloaded it and put in £40. When I tried to play Texas holdem poker I realised that the site only had casino poker so I tried to cash out my money to try another site. When I tried to get my money back I was asked to give some proof of who I was in the form of drivers licence and utility bill. After doing this I was asked for a reason as to why I had payed money in and then tried to withdraw without doing any gambling. I told them why and they froze my account for 6 months sent me info on gamble aware and the samaritans. I feel I have been robbed as they still refuse to give me my money back. Please help.

Dear Philip,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to know if you played with your deposit or not, please. Also, have you received any explanation why your account was closed? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Hi Kristina, thank you so much for getting back to me on this. I’ve been feeling helpless on this one and feel I’ve been just robbed. First of all one of the reasons they said they wouldn’t give me my money back was because it’s apparently in their policy that if you put cash into that casino you must gamble it and are not aloud to just take it back. This I find totally preposterous! I made a genuine mistake in that I was led to believe after a web search that they we’re top for poker which is obviously wrong information as they only cover casino poker and not the real poker from it’s truest form being the one I like to play. This is the email I sent requesting my money back.

 Hi, I put my money into this site as I was lead to believe it was the best site to play poker on when looking on a search online. I tries to play texas holdem poker but couldn’t find any other than the one you play against a dealer. I asked the online chat and they confirmed the site doesn’t have such a game where you can play other online players so I tried to cash my money out. OK I made a genuine mistake and we’re not talking about a massive amount of cash here but with the current situation I’m out of work and was just trying to raise some cash. A bad way but I’m running out of money fast. I need my money back please. (GRAND IVY RESPONSE)

Dear Phillip 

Thank you for contacting Casino Support.

I can confirm that we have self excluded you for a period of 6 months. During your self-exclusion period we are unable to reactivate your account and will not contact you. By entering a Self-Exclusion Agreement with our casino network, you will be strictly blocked across our casino network meaning that you won't be able to access your accounts nor create any new ones.

Your request to have your funds manually cashed out has been escalated to the relevant team for review. Please allow us some time to review your request and get back to you. 

We would also encourage you to contact the following organisations that can offer free impartial advice on matters of problem gambling, such as Gamcare (www.gamcare.org.uk) or BeGambleAware (www.begambleaware.org) or you can call the National Gambling Helpline free on 0808 8020 133. There are also more general support agencies such as the Samaritans www.samaritans.org who provide support 24 hours a day, 365 days a year, and who you can call for free on 116 123.

We would also like to draw your attention to the following link, which gives details of an online multi-operator self-exclusion scheme, which enables you to sign up and automatically be self-excluded across most UK operators: https://www.gamstop.co.uk

Regards,

Casino Support

I have since tried to contact them but they have just ignored me and as I’ve been banned from the site I can’t go on and chat to the support team. I feel this site is corrupt and just stealing money. I have also seen on web forums that other people have been treated the same way.

Thank you very much Philip for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Philip.

It is an extraordinary approach, and I need to ask casino representatives to explain to us what was a reason for such actions.

I already wrote to them on Skype and hope that they will reply soon.

We would like to ask the The Grand Ivy Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry Philip, maybe the casino will answer to your complaint later. These days are hectic for many people.

The casino can reopen this complaint anytime.