Grande Vegas Casino - プレイヤーの賞金は没収されます。

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3 reviews

5 days ago

Review removed

You wouldnt have even got a the star if…

You wouldnt have even got a the star if it would have let me post a review without one.... they defiately got themselves a scam goin.... i started with the free spins wanted to keep play because was running low on the free spins, so throw 20 more in to see what happens..... i start winning! Get up to 300 or 400 and go to try to cash out. Cant find a way to do that anywhere!? So after lookin for a way to verify my account and all the other hoops they want u to jump thru. All denterants tryin to get you to get so frusterated that u give up or put it all back....... which worked.... so was like fu k this casino im goin to go bet a bunch of $20 or more dollar bets to just be done.. drop to $5 bets for the last $40 or $50 bucks... set the auto spin and look away to talk to my girlfriend... look back and just hit a jackpot for $12500. Never in my life would i win $12500 in anything!! But i did!!! Finally figure out how to get verified and it was a absoulte night mare took for ever and finally i get my shit verified... go to try to cash out my winnngs happier the hell!!! That proves to be a rough road too..... finally figure it out to the best of my ability and start the process. Couple hours later these people pull a fast one and steal every penny back from me say that i added my money ($25)to the free spins that i was already playin. So i could spend more time in there lil casino. And i guess u cant do that....so they can steal all ur winnings back after u start the withdraw process. First they stopped my withdrawl i had in the process of being shipped off to me. I was attempting to get every penny off there and in to my bitcoin wallet 5 withdraws of $2500... the equivalant of $12486 and some change......They let a person win but you aint leavin with any of it.. they will be sure of that! Lame!!!! I wouldnt waste ur time here people..... this casino is a scam in one way or another.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was the real-money balance in your account when you activated the free spins?
• Am I correct in understanding that you deposited money while you were still playing with the free spins and there was a balance in your account?
• Have you received any explanation from the casino about why your initial withdrawal request was cancelled and the money returned to your account?
• Have you completed the full KYC verification?
• Did you have any active bonus when you hit the jackpot?

Additionally, please request the casino to send you your full gaming history in Excel format, starting from the moment you activated the free spins up to the moment you won the jackpot, and then forward it to me. My email address is [email protected].

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

Best regards

Veronika

Here are some pics that should help answer some of your questions and ill send more if needed. Ill also do my best to get what you asked for if itbaint there..

So no there was not any real money when began. They will not let you put money on if u are using free play / spins. Ive tried multiple times. Never once was i able to ad money....

Yes they sent explination. I sent pics.

Yes i was fully varified after a long wait...thats why i tried to withdraw my winnings.

No i did not have a bonus when i won the jackpot i dont believe.

They have not been very cooperative in my requests for the info u asked for.

The rules are impossible to locate. Until they send a link. Which they did.... i could not find the rules at all in all my searching... only way i got to read them was because of the link they sent... i even tried to follow the directions they sent to me...

I really hope this helps! Please let me know if u need anything else. Thank you so much for looking into these matters for me.

Can you please send me a screenshot of your bonus history and a screenshot of your deposit history?

I was only able to take screen shots of my account history. I couldnt find anywhere to access the bonus history or the deposit history. I did ask if they could send me copies of the ones u asked for. I will send them if i recieve them.

Thank you very much, Cuestick420, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello Cuestick420,

I'm Michal, and I have taken over your complaint. I have examined this case, and I would like to verify my understanding. Did you deposit $25 while the free spins had not been fully wagered, or were the $30.71 already the winnings derived from the free spins?

Based on the statement made by the casino team in this email, it appears that this was still merely a bonus balance

Additionally, when you deposited the $25, was this a "clean" real money deposit, or have you claimed another bonus along with it?

The $30.71 was money i won from the free spins and yes it was a clean real money deposit

Dear Cuestick420,

Thank you for the clarification.

So, do I understand correctly that you believe this assessment by the casino team is not accurate?

After checking your bonus history, I noticed you claimed or attempted to claim multiple bonuses in a row, so I just want to double-check this with you.

Is that not ok? I thought thats what the free play is for? I dont have alot of money, so i try to play the free stuff when i can. Isnt that what its for? I do put money in when i can.

Dear Cuestick420,

I want to clarify that I'm not here to defend the casino if they have made any mistakes. It’s absolutely fine to claim bonuses that are available to you; however, it's important to recognize that there are almost always some bonus rules. At Casino Guru, we strongly advocate for casinos to implement any bonus-related restrictions directly at the software level. Many top casinos have already adopted this approach, but since different casinos use different software platforms, it’s not yet an industry-wide standard.

That said, it remains the player’s responsibility to review, understand, and follow the bonus terms. After all, these rules exist to ensure fairness and transparency for everyone involved, and you, just like any other player, agree to these rules when the bonus is claimed.

As can be quite clearly seen in the casino bonus terms and conditions that I was able to locate without any problem on the casino webpage, these rules are in place.

I can imagine that you may have wished for different responses, but unfortunately, at the moment, it seems the casino team has simply followed their established rules in your case. How many other bonuses have you claimed before you claimed the coupon CASINOOL100 on the 28th of August? Have you made real money deposits without any bonus attached between claiming free bonuses/free spins?

I play the free stuff because i dont have a lot of money, but i do put money on when i can. If they are goin to have rules to follow or they can take your winnings away. Id think they would metion that and have it fully and easily findable for a novice player. As far as how easy it is and was, for a guru id hope it would be easy for you to find. You should know those types of things. Looks like a scam and bull to people that aint frequent gamblers. And the platform 8 was playing. It was no where to be found. Just sayin. I went thru every drop down or anything i could click and found nothing of said rules.

Dear Cuestick420,

While I can somewhat grasp your perspective, sadly, the lack of awareness or perhaps "ignorance" of the rules does not serve as a valid excuse for non-compliance.

Please remember that you accepted the casino rules when you created your account and claimed the bonus. It should be in your best interest to review these rules to prevent any disappointment like this.

This matter does not concern my ability to find the rules or any comparison with other players. As mentioned earlier, the casino’s terms are easily accessible on its website, and it is the responsibility of each player to review and follow them. Are you attempting to hold the casino accountable for you not having read the rules?

Additionally, you have not responded to my question or provided the history of how many other bonuses you have claimed prior to claiming the coupon CASINOOL100 on the 28th of August, which somehow suggests that you claimed multiple bonuses without a real money deposit, without any bonus attached between them.

As I mentioned earlier, I am not here to defend the casino if they have made any errors. This specific casino certainly does not feature among the leading establishments on our recommended casino list; however, from all the information and evidence I have at my disposal, it seems that the casino team has simply followed their set guidelines, which you consented to. While it may not seem fair from your viewpoint, unfortunately, if YOU have not complied with the industry standard rules, we are unable to assist you with this matter.

You are free to disagree with this outcome and may escalate your case to the casino licensing authority if you still believe you are justified in your stance, but we are not able to provide any assistance with this matter.

Please inform me if this has clarified the situation, allowing me to close the case, or if you require assistance with anything else.

Dear Cuestick420,

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 Cuestick420,

Although the matter seems to have been clarified/addressed, we have not received confirmation from your side regarding whether the case can be marked as addressed or if you require further assistance. Due to your lack of response, we unfortunately must proceed with the closure of this complaint as rejected.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll try our best to help.

Best regards,

Michal

Casino Guru