PlayGrand Casino - プレイヤーの出金申請は取り消され、賞金は没収されました。

Completed wagering requirements for the bonus money won during these free spins from this deposit bonus.

All other casinos Ive played on auto adjust the 'real money' balance to the amount stated as the max win/withdrawal amount for the promotion when it converts from bonus money to actual cash (in this case is $100), i assumed Playgrand casino did this as well.

I then continued to play with my remaining balance and eventually ended up with a balance of $5436 which I requested a withdrawal for (well $5000 as thats the weekly limit and left the remaining $436 in play on my account).

Few hours later I receive an email stating my withdrawal had been cancelled and nothing but $100 was reversed back into my account.

Yes, the promo terms state 'any winnings are capped at a maximum of $100' so this should be the amount shown in my account once wagering had been completed right? Wrong! Playgrand did not adjust it at this point of play, they decided once I won big and wanted to withdraw they finally want to adjust my balance to the max win of the bonus (even though the bonus had been wagered completely and some)

I believe Playgrand casino operates like this to avoid paying out relatively high withdrawal amounts so therefore scamming many players like myself out of thousands of dollars.

Was a loyal Playgrand user before this. Definitely will not be wasting my money or time here until my fairly won winnings are returned to my account ready for a successful withdrawal

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

(ii) Unless otherwise stated, winnings from free spins are credited in casino bonus and are capped to a maximum of $100. Winnings that exceed this amount will be removed from the account. Any play using free spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

I dont understand...

The bonus amount I won via the free spins was $50-60 which yes is under the $100 cap. I completed all wagering requirements for this bonus money amount and then it was moved into my real cash account.

Only after the amount was in my real cash account was the $5436 won.

Can you explain why the maximum cap amount was not implemented once the wagering requirements were completed and instead Playgrand casino chose to implement them once a withdrawal was requested ?

Thank you for your response. To clarify, could you kindly confirm the precise amount you had when you completed the wagering requirements for the bonus? Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Additionally, could you please confirm whether your casino account balance was divided into real money and bonus money balances?

I look forward to your reply.