Hi there,
I am having a bit of trouble with GrandPrive (namely BellaVegas) myself right now.
I am 21 years old. I opened an account with BellaVegas December 18th and upon registering deposited 100 EUR. When I wanted to login later that day my account was closed. I immediately contacted support asking them for the reason, which was that they suspected underage play (below 21).
Since then I have supplied them three times with the usual verification scans (ID, letter of health insurance) to prove my age and at the same time also asking them to refund my deposit in case they were not satisfied (for whatever reason). Every time there was a reply stating they would forward these documents to the proper department. So far, nothing happend.
I have also called them twice and asked what was going on. They could not once find my documents and every time asked me to send them again. Two weeks ago I kindly asked them one last time but also told them I would try to take other ways (like right now or contacting eCOGRA). It is a bit of a problem that noone ever seems to be the right person to talk to as well, they seem to have one big call center for all of their casinos.
By now I do not really care for playing at BellaVegas anymore, I would just like my money back.
I have contacted eCOGRA on Friday and hope to hear from them soon. Since I saw this thread being a recent one I wanted to tell my tale, hopefully this isn't too much pressure at one.
What doesn't help me by the way is that my hard drive crashed last week and I lost all of that communication. However this of course doesn't affect the core matter at hand: If a casino detects an (alleged!) underaged player they have every right to close his account, but of course have to refund his deposits.
Thanks for listening,
O.