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Grand fortune casino closed my account after I win from free bonus

Discussion in 'Casino Complaints - Bonus Issues' started by aolegf, May 23, 2014.

    May 23, 2014
  1. aolegf

    aolegf Full Member PABnononaccred PABnonaccred

    Occupation:
    finance
    Location:
    Latvia
    hi, have lost my time playing here, before registering, asking live chat support if I can, yes you can was answer, have won from free bonus, to withdraw was asking to send my documents, have send....
    and 6 hours later:



    Welcome to Grand Fortune Casino. Please wait for a site operator to respond.
    You are now chatting with 'Jonathan'
    Jonathan: Hi
    Jonathan: thank you for contacting support
    Jonathan: How can I assist you ?
    you: hello!can you check if my documents are verifed?
    Jonathan: Unfortunately players from Lavtia are not eligible to register on grandfortune casino
    you: but today I have cxhating with another agent, and she told me I can
    you: and I have registered
    you: and won
    Jonathan: We reserve the right to restrict the following countries from registering with us or claiming online casino bonuses: Belarus, Bolivia, Bosnia and Herzegovina, Bulgaria, China, Costa Rica, Croatia, Estonia, Israel, Latvia, Lithuania, Nigeria, Poland, Romania, Russian Federation, Singapore, Slovakia, Slovenia, Ukraine, South Africa. Please contact Support for an updated list of countries that are restricted.
    why anoter agent told me I can play?: why another agent told me I can play?
    Jonathan: I apologize about that
    Jonathan: however you are not eligible as per out terms and conditions
    Jonathan: which you can find on our home page
    why anoter agent told me I can play?: my account is still active
    Jonathan: please provide me with your username
    why anoter agent told me I can play?: ritaleks15
    Jonathan: As per our terms and conditions you are not allowed to redeem any promotion or register an account Rita
    why anoter agent told me I can play?: today chat agent told me I need to deposit 21 euro minimum and can withdraw winnings
    Jonathan: You will not be able to withdraw any winnings as you not allowed to have an account
    why anoter agent told me I can play?: my documents was send to banking team, why?
    why anoter agent told me I can play?: I need me not to safe
    Jonathan: You will not be able to withdraw any winnings as you not allowed to have an account
    Jonathan: Unfortunately players from Lavtia are not eligible to register on grandfortune casino
    why anoter agent told me I can play?: what yoa ask for my documents?
    Jonathan: it was a misunderstanding you have with agent you chatted to
    why anoter agent told me I can play?: no, agent is lying to me to I have registered and send my documents
    why anoter agent told me I can play?: I will post this on casinomeister site
    why anoter agent told me I can play?: business practic is not acceptBLE
    why anoter agent told me I can play?: you have copys of my documents
    why anoter agent told me I can play?: you have requested its
    why anoter agent told me I can play?: and dont alow to get winnings
    why anoter agent told me I can play?: ?
    why anoter agent told me I can play?: in terms: Please contact Support for an updated list of countries that are restricted.
    why anoter agent told me I can play?: I have contacted
    why anoter agent told me I can play?: you can play : was answe
    Jonathan: Your account is currently suspended
    Jonathan: as you are not allowed to have an account or claim any promotions
    Jonathan: I apologize about the miscommunication


    ??????
     
  2. Jun 4, 2014
  3. michielm1

    michielm1 Senior Member mm1

    Occupation:
    teamleader/techical operator
    Location:
    Nederland
    if people from a country cant have an account, they shouldnt be able to register. same goes for example at grosvernor where noboby from the Netherlands can register. you just cant select the Netherlands, so therefor cant open account.
    if you can register, but not get bonus, you shouldnt have gotten bonus to play with. if you register and get bonus, you should be able to bank your winnings
     
  4. Jun 4, 2014
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Poor CS, and poor programming of the registration form.

    If the restriction is so damn important, the "offence" has already been committed, just like the DoJ would say an offense is committed as soon as a US player succeeds in registering an account, rather than only being committed when they win.

    It's the same with a minor, the establishment commits the offence as soon as they accept the first bet, possibly even upon entry (registration in the online world). In the UK, an establishment must not allow a minor to even enter, let alone enter and place a bet.

    The term itself is vague:-

    Reserving a right is not the same as absolutely prohibiting an action. The agent the OP first spoke to declined to "reserve the right to refuse registration and play" on behalf of the company, so if this was wrong, it's an employee error, and shows how much of the industry as a whole is afflicted with poor CS which sometimes creates a PR incident that better trained CS would have avoided. In this case, registration would have been impossible in the first place, and all CS would have to do is explain that this is because they don't accept players from that region.

    If this is a blanket ban, then be clear about it in the terms, don't use vague phrases like "reserve the right".

     
    2 people like this.
  6. Jun 5, 2014
  7. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    Based on the language pointed out by VWM and the fact that the software registration for country is not a free text field but a drop down selection and Latvia is an available option, and you were told that you could play you might want to try a PAB.

    This country drop down menu can be controlled to allow them to manage which countries to allow, so I think you may have a good case.

    http://www.casinomeister.com/forums/content.php?r=314-pitch-a-bitch

    it cant hurt.

    Grand fortune casino closed my account after I win from free bonus: grand fortune.jpg,Jun 5, 2014
     
  8. Jun 5, 2014
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    If they let you register, let you deposit, let you claim a bonus and play, then I agree they should definitely pay you, regardless of what their T&C's say.

    Contact the rep here at CM and see if they can sort it out for you: http://www.casinomeister.com/forums/member.php?u=30507
    If that fails, Pitch-A-Bitch.

    KK
     
    1 person likes this.

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