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Withdrawn: Grand Fortune: winnings confiscated for "bonus abuse"

Discussion in 'Withdrawn Warnings' started by maxd, Jun 16, 2015.

    Jun 16, 2015
  1. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Several months ago a player came to us with a PAB against Grand Fortune (grandfortunecasino.com): after having been at the casino for some time he claimed they suddenly confiscated his accumulated winnings -- just short of $7000 -- and closed his account. Apparently no clear reason was given and the player was not aware that any Terms had been broken.

    When we contacted the casino they contradicted the player on several counts: they said the confiscated winnings were only $1600 and that they had explained their actions to the player. According to the casino people the player was a "known bonus abuser" and that they had acted on advice from RTG insofar as the account closure was concerned. What I found particularly worrisome was that the only real justification given was that the player's payments from the casino had far exceeded his deposits. To my ears this translates to "we don't like this guy, he's toast". Fine, no problem, their decision to make but unless the player broke clear and specific Terms he was owed his winnings BEFORE they took any further action against him.

    I tried several times over the following months to raise these issues with the casino: what was the nature of the "bonus abuse"? On what grounds had the balance been confiscated? Etc. In all that time the casino's people only gave a single reply saying "this was dealt with months ago, we'll get back to you". Nothing happened. Several more reminders, no replies.

    Well, enough is enough:

    WARNING: Grand Fortune is confiscating player winnings for "bonus abuse" and apparently thinks that players who win more than they lose are fair game for such treatment. They aren't willing to discuss player complaints in any meaningful detail. Players are advised to proceed with EXTREME CAUTION if they plan to play at this casino.
     
    23 people like this.
  2. Jun 16, 2015
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    FWIW there are other equally suspect cases against Grand Fortune on the books. A player had $11000 confiscated and account closed for an unsubstantiated "dispute record". The player denies that such a dispute ever took place.
     
    8 people like this.
  4. Jul 7, 2015
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Update: the casino people have since reached out to us, given us a contact person, and are working to clear up the issues mentioned above.
     
    Last edited: Jul 7, 2015
    5 people like this.
  6. Jul 10, 2015
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    AFAIC those unresolved cases have been dealt with. Since GF now has an active rep and issues are getting dealt with I believe it appropriate to upgrade this Warning to "Under Review".

    If there are no further problems over the next 90 days then this Warning will be withdrawn and archived.
     
    8 people like this.
  8. Nov 25, 2015
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Looks like 90+ days has passed uneventfully: Warning withdrawn. I'll archive it off in a few days.
     
    1 person likes this.

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