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Account blocked by Grand Virtual casino - Help needed

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Paj, Nov 4, 2007.

    Nov 4, 2007
  1. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    Hello,

    I signed up to a Grand Virtual casino (1st one I have signed up for) and was playing there when I became unable to login. I e-mailed customer services to find out why this was and received the following response.

    I had deposited $200 and my balance was approx $760 when I became unable to login.

    How should I proceed as this is clearly not true?
     
  2. Nov 4, 2007
  3. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    Can you please post a link to the casino? I don't know of any casino called "grand virtual", unless you mean it's powered by grand virtual software?
     
  4. Nov 4, 2007
  5. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    Apologies, the casino is Imperial Casino and they are accredited.
     
  6. Nov 4, 2007
  7. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    I personally have used Casino Fantasy, which is another Grand Virtual casino. I have won there and been paid after 24 hours. So they are definitely a legit operation.

    Unfortunately the Pitch-A-Bitch section is currently closed and will be re-opened on the 8th of November. Until then, I suggest waiting until Bryan (Casinomeister) views this thread.

    If as you say that their accusation is clearly not true, then I do believe that things will be resolved swifty as they are legit.
     
    1 person likes this.
  8. Nov 5, 2007
  9. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    Contacted customer services for further information on the ban, received the following response.

     
  10. Nov 5, 2007
  11. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    Was your computer new, out of the box and NO-ONE else has ever used it for online gaming? Have any other adults ever used it online? This is really important to know.

    Often people 'fudge' this answer and continue on to pitch a bitch, as you can see that service isn't available right now. The reason for that is that too many people either didn't understand the rules, or were knowingly fraudulent and thought they might have a chance to get paid if CasinoMeister got involved. He finds them out every time, fraudsters never win.
    He almost has the backlog cleared up, and as Ugaboga mentioned the service will be available again, probably with some refined rules soon.

    I hope it is a minor misunderstanding and that you will be paid if you have it coming. Good luck.
     
  12. Nov 5, 2007
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    This will be a tough one since the Grand Virtual casinos are not known to pull off stunts like this as an excuse not to pay players. When Bryan gets involved, it is likely that Imperial will give him more info on your case and if the meister does not agree with them that this is in any way related to fraud, he might be able to help out. The PAB Section will reopen on 8 Nov. Until then, please exercise patience and refrain from posting on this case again.
     
  14. Nov 5, 2007
  15. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    This bears repeating:

    "The reason for that is that too many people either didn't understand the rules, or were knowingly fraudulent and thought they might have a chance to get paid if CasinoMeister got involved. He finds them out every time, fraudsters never win."
     
  16. Nov 5, 2007
  17. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    I am absolutely certain that no one else has ever used this computer for casino play other that me. My IP address is static and has never been used before I had it.
     
    1 person likes this.
  18. Nov 5, 2007
  19. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    1 person likes this.
  20. Nov 6, 2007
  21. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    This has now been cleared up and they added a $75 bonus to my acccount also for the inconvenience caused.
     
    3 people like this.
  22. Nov 6, 2007
  23. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    Good to hear as I really trust this group of casinos.

    Do you mind elaborating more on how the error/mis judgement occured?
     
  24. Nov 6, 2007
  25. Paj

    Paj Dormant account

    Occupation:
    Tech Support
    Location:
    UK
    I'm not really sure why this happened. They e-mailed me asking for driving license, recent bill and moneybookers screenshot. Provided this and they removed the block.
     
  26. Nov 6, 2007
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I find these stories rather annoying. First the casino accuses the player of fraud, and more or less gives "case closed - no appeal", and will not look into it further. Then casinomeister contacts the casino rep and all of a sudden it's a horrible mistake and player gets $75 bonus.

    WHY WAS THIS NOT RESOLVED INTERNALLY IN THE FIRST PLACE!!!!!

    While there is fraud in many of these cases, and Bryan does indeed find them out, here is an innocent player who would probably NEVER have got justice had they not known there was another avenue for appeal. This has happened not with a rogue, or "not recommended" casino, but an accredited one!
    Casinos have to take this matter more seriously, and PROPERLY investigate such issues before levelling accusations, trial, jury, and execution at the player involved. This industry is having trouble enough already with it's reputation in some quarters, and must remember that there really is NO official redress for players beyond the intervention of third parties like Casinomeister who independently vet and help with complaints.

    No doubt, the casino will never say what went wrong here, as this could allow real fraudsters to create a work around for security features, but such a SERIOUS mistake should not happen in the first place, casinos must be 100% sure before making it a "final decision". By all means, lock accounts TEMPORARILY and request documents before withdrawal if they think something does not look right, but never make it final till the can be sure a crime of fraud has been committed.
    For every 4 players that know about such fora, there are 6 who do not, and would stay "screwed over" in the event that they really were innocent of charges but thought that there was no avenue other than the "chargeback" to use in pursuit of justice.
    While the casino offered $75 compensation, this is peanuts compared to the possible repercussions were a fully regulated UK business to be found guilty of wrongfully removing money from a player's account with their company, be it an energy business or a bank.
    Every time I see a story like this where the player is vindicated in short order after being accused of being a criminal by a casino, particularly one accredited here, my confidence in the ability of this industry to self regulate falls.
    The industry are fighting to be allowed back into the US and parts of the Canadian market, while at the same time convincing other countries that the US has overreacted by calling them "criminal enterprises". There has to be an improvement in transparency of behaviour, or this industry could die in it's current self regulated form.
    I have been playing since 2004, and I have never before witnessed such a torrent of complaints relating to confiscated winnings and deposits before this year, it is not the PLAYERS' fault that the US have decided to really turn the screw, and those players who continue to patronise the casinos, and keep them afloat, deserve better than the lowest standards casinos can get away with.
    If it is really a problem with first deposit bonuses, then develop a new model, perhaps one that treats loyal players better than "cash cows" while lavishing huge bonuses on unknown new players that loyal players will NEVER see again in many cases unless they break with the loyalty and defect to a new casino. This would make sense, a casino knows how a loyal player plays, but they take a gamble that a new sign-up isn't just after the juicy bonus.
     
    10 people like this.
  28. Nov 6, 2007
  29. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    I couldn't have said it better VWM. How many players does this happen to that don't know a place such as Casinomeister exists? No day in court, no appeal..guilty, account locked, money confiscated...done deal. It sure doesn't inspire confidence in this industry.

    I've said this before but it bears repeating. I pity newbie players who are just now getting into online gaming, and don't have a clue how things work or where to turn when they have a problem. Bonus abuse, white labels, accusations of fraud where none exist, rogue casinos that offer 500% bonuses too good to pass up....the list goes on. Scary.
     
    2 people like this.
  30. Nov 6, 2007
  31. BBKPoker

    BBKPoker halfway to busto PABrogue3

    Occupation:
    None
    Location:
    Edinburgh, Seattle, Vancouver BC, Auckland
    I'm actually very surprised that Grand Virtual is accredited at all, because when they decide they are going to not pay someone (which happens somewhat frequently from the forum threads I've read and my own personal experiences with them) they not only DON'T pay your winnings (bad enough) they REFUSE to refund your deposit, and tell you that your e-wallet has been permanently blocked from any other transactions (which includes a refund of your deposit).

    How can a casino that won't even refund your deposit if they decide not to pay be accredited?
     
  32. Nov 6, 2007
  33. PSB

    PSB Dormant account

    Occupation:
    see above
    Location:
    outside Europe
    Interesting situation. From blocked to released and a $75 bonus.
    Why would a casino go from freezing the funds to rewarding the player to return!
    Wow, I am new here..but amazed.
    I did see it's an accredited casino, so I guess they want to protect their reputation.

    To address previous posters, I think there's more than meets the eye in this case. Surely the person who wrote the casino's reply or the persons who were involved were shamed if they ever saw this thread.
    and is the casino adjusting their methodology for tracking fraud as a result of this public exposure?

    All questions that may remain unanswered.
     
  34. Nov 6, 2007
  35. PSB

    PSB Dormant account

    Occupation:
    see above
    Location:
    outside Europe
    Just a guess, but maybe they suspected that player (not the one subject of this thread) to be connected to a real fraud ring... like credit card fraud or moneybookers fraud or whatever. You know, there must be real fraudsters using stolen funds, other people's moneybookers accounts, whatever... and then trying to turn a deposit into a big win.
    Why should those folks get their deposit refunded?
    I believe a number of casinos have conditions that say they can freeze all of your account balance, if it comes down to blocking your account for ever.
     
  36. Nov 6, 2007
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Perhaps I should have posted this yesterday, but as far as what I have been told, this is not over yet. When I contacted the casino, the fraud squad unblocked this player's account and requested further documents. As soon as these docs are verified, they will release these funds.

    Let's not start jumping to a lot of conclusions and start hammering away at a casino that has acted in good faith. They are giving this player a second chance.
     
  38. Nov 6, 2007
  39. PSB

    PSB Dormant account

    Occupation:
    see above
    Location:
    outside Europe
    casinomeister, here's your update.

    Paj have you tried logging in since then?
    What did you decide to do... hey maybe you can win even more money with this new bonus lol
     

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