GRAND PRIVE///Bella Vegas creating problems

**jaguar1987** · 1st May 2007, 07:54 PM

So here is the issue:

1. I registered at Bellavegas with no problems, deposited $100, and just after depositing got a message that my account is locked. NOT A SINGLE BET WAS MADE.

2. Wrote to BV support, still no reply received.

3. Wrote to GP support, they said they needed my scanned ID.
3. Sent it, then spoke to support via Live chat. I was told what my account was locked due to me being under 21. So I asked to send back the $100 I deposited. The support representative confirmed it would be sent in a little while.

Time went on, nothing happened. Contacted them via mail, and was asked TO SEND THE DOCUMENTS ONCE AGAIN!!!!!!!!!!
I did it. Still no reply or money.
This thing has been going on for a month.
I do believe they will eventually return the money (otherwise they are thieves) but This is not the way to treat players! Marvellous support quality!

P.s. I have not gambled, so the fact that I`m under 21 can not be a reason for not sending the money.

Here is the talk via online chat:

trevor: Hello, you have reached casino Support. How may I help you?
Fedor: Hello. My account is locked (don`t know why), and I was told from live chat that I have to send my ID or passport to get it unlocked. I have done it, and how long will it take for the problem to be solved? I have deposited my money in it, so the situation can`t be called pleasant
trevor: Please advise as to when the documents were sent?
Fedor: est. an hour ago
trevor: To what adrress
Fedor: support@grandprive.com
trevor: I'm sorry for the delay. I'll be right with you.
Fedor: ok
trevor: let me check for you.
Fedor: how long may it take?
trevor: I will be right with you.
trevor: It show you were born in 1987? correct
Fedor: yes
trevor: so you are under 21 years old
Fedor: that`s right, but laws of my coutry, unlike USA, permit gambling starting with 18
trevor: Our Casino only takes people over 21+
Fedor: if this is the problem, I would like your casino to return my deposit back to my card
Fedor: i.e. $100
trevor: We will return the purchase made if its still in the account.
Fedor: can you check it right now and confirm that my deposit of $100 will be returned, please?
trevor: Thank you for waiting. I'll be with you in just a moment.
trevor: Yes, this will be returned once our cashiers back in the morning.

ALL YOUR THOUGHTS ARE APPRECIATED!

**aka23** · 1st May 2007, 08:02 PM

I actually consider this an improvement. In recent months, the Grand Prive group has confiscated winnings of players 18-20, stating the rule about requiring players to be 21+. It is better to block the player before he gambles; then to allow underage players to lose, but not win (winnings are confiscated, losses are paid).

Of course, the obvious and far superior solution is to put an age check in the registration form. If the player clicks submit and age is <21, then an error message appears.

**winbig** · 1st May 2007, 08:04 PM

Originally Posted by jaguar1987

ALL YOUR THOUGHTS ARE APPRECIATED!

Although I don't condone their actions, there is a 21+ picture at the bottom of their main page @ http://www.bellavegas.com/ ... Still, that's no reason to be given the treatment you've been through...

**vinylweatherman** · 1st May 2007, 09:36 PM

Originally Posted by winbig

Although I don't condone their actions, there is a 21+ picture at the bottom of their main page @ http://www.bellavegas.com/ ... Still, that's no reason to be given the treatment you've been through...

Yes, but it's so tiny most players probably don't notice it. It needs to be in the last page of the registration form. I have registered at MG casinos and this is a simple YES/NO selection to the question "are you of legal age to gamble". If you click YES, the registration will complete. Not only this, but date of birth is also a required field. This allows the software TWO check points during registration that could be used to exclude players based on an overriding casino age policy. It seems this did not happen until the player deposited. This is caused by the software; as soon as you have registered, MG casinos dump you into the banking page asking if you would like to deposit. With this in mind, players can hardly be blamed for depositing immediately upon registration. It would be better for registration to complete, and then have the software exit, requiring the player to log on again in order to make a deposit. This would buy those additional seconds needed to filter out the underage player. From this tale, it looks like the lockout happened straight after the deposit, before there was a chance to make a bet.

One other thing I have noticed at casinos is that the sites tend to steer you to the download process, even if you are searching for information.

There are a number of casinos that set the minimum age as 21, but others use 18. It is best not to barge ahead with a deposit if you are between these ages, no matter what the law says in your own country, until you can find a definite indication of whether they use 18 or 21 as the minimum age.

**GrandMaster** · 1st May 2007, 09:46 PM

Bella Vegas has an ecogra certificate certifying that "The casino operates honestly and behaves responsibly", so everything should be fine.

**vinylweatherman** · 2nd May 2007, 12:49 PM

Originally Posted by GrandMaster

Bella Vegas has an ecogra certificate certifying that "The casino operates honestly and behaves responsibly", so everything should be fine.

What about the other underage player who simply cannot get them to refund her deposit, yet allow her to gamble it away chip by chip while locking out the banking page making it impossible for her to withdraw. This saga went on for months, and it was impossible for her to get them to refund the remaining balance. I have not seen the thread added to recently, but I advised her to take one 1c spin every 170 days or so to prevent them confiscating the balance due to the account being "inactive", and in a year she would be old enough to withdraw the remaining 70 credits.

**GrandMaster** · 2nd May 2007, 01:35 PM

You missed the sarcasm.

**Itoldyouso** · 2nd May 2007, 02:33 PM

Originally Posted by vinylweatherman

I advised her to take one 1c spin every 170 days or so to prevent them confiscating the balance due to the account being "inactive", and in a year she would be old enough to withdraw the remaining 70 credits.

^^^ LMAO

**cyprean** · 2nd May 2007, 04:20 PM

Originally Posted by GrandMaster

Bella Vegas has an ecogra certificate certifying that "The casino operates honestly and behaves responsibly", so everything should be fine.

Sarcasm

**jaguar1987** · 2nd May 2007, 04:22 PM

My original purpose was not stating the age problem. Of course it would be more reasonable if they locked accs before deposits were made. BTW, I was a few seconds from making a bet. Glad I didn`t.
This clearly is a case when casino keeps your losses but doesn`t give you winnings.

The point I wanted to make is about their support. Don`t know whether all players receive such treatment, but I am having a very negative experience.
2 from 10 support quality mark.

AND ALL THIS IS ABOUT SENDING BACK MY DEPOSIT! with no play! I am not new to online gambling and have dealt with casino support departments many times, all I can say is that this is by far the worst experience I`ve had (regarding quality)