Bonus Complaint Grande Vegas is not paying my winnings

mercalovn

Banned User - can't read
Joined
Jan 7, 2016
Location
Kharkiv
Hello. I have such a problem here. I hope you can help me with it, because I'm desperate.I was deceived casino Grande Vegas. This casino refuses to pay me my honest win. Somewhere in the middle of November 2015, I signed up and started to play in the casino, because he had heard about the casino very good reviews from friends, as well as reading good reviews in various forums.I first played in casinos no deposit bonus, I liked the casino. Then I decided to make a deposit and play at the casino for real money. Later, the casino started to send me an email various coupons with no deposit bonus. I was delighted by this. I used these coupons and also sometimes make a deposit and play for real money. As a result, I did not win, but the game itself in this casino I liked. In the end after all this in the column of active bonuses I have found a no deposit bonus of 25 dollars, although he was not there.I thought that the casino so encouraged me as an active player. I tried to activate the coupon. Coupon activated.I played this code and put it on the withdrawal of $ 180. My joy knew no bounds. I praised this casino to all my friends and acquaintances. But later I was disappointed, as the casino refused to pay the winnings, arguing that allegedly I used two no deposit coupon consistently. If I can't do it, why this casino has provided me this coupon, and activated it, when I clicked on it.After all, if the rules on the need to make real money before using this coupon, this casino should not activate me this coupon. But the casino activated me this coupon. If when you activate the coupon casinos has offered make a Deposit, so I had the opportunity to use a coupon, I would have made a Deposit, because I am an honest player and break the rules the casino I have no intention of. But the casino didn't offer to make a Deposit, and freely redeemed the coupon without any Deposit. But the casino didn't offer to make a Deposit. Casino freely activated the coupon without any Deposit. Therefore, I believe that the casino improperly denies me my fair winnings and specially didn't want to pay me money. I hope to get help on your forum, because I'm just in despair and I don't know what to do. I also want to warn other players of the game in the casino, because I'm sure it's just a casino and deceive other players, the casino will encourage bonus and then just cheat and refuse to pay out winnings. Therefore, I caution all new players from the game in a dishonest casino, and hope to find help and support on this forum.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Hi mercalovn and welcome to CM :)

It is clearly stated in their Terms&Conditions, hence your withdrawal will not be paid:

23. Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Sorry no support here and you will not be paid.

Their system can't see if you have made a deposit between the coupons. They give them out often so you have to keep track on what you do by yourself.

Make sure next time or all the time at every casino...READ THE RULES! Their rules for these bonuses is clear. Very clear.

Good luck in the future!


Edit: Harry, do you know when I'm going to post?:eek2:
 

mercalovn

Banned User - can't read
Joined
Jan 7, 2016
Location
Kharkiv
Sorry no support here and you will not be paid.

Their system can't see if you have made a deposit between the coupons. They give them out often so you have to keep track on what you do by yourself.

Make sure next time or all the time at every casino...READ THE RULES! Their rules for these bonuses is clear. Very clear.

Good luck in the future!


Edit: Harry, do you know when I'm going to post?:eek2:

At first. All normal casino player never activated the coupon if the player is not entitled to use the coupon. In my case the casino this coupon is activated without any problems. And if their system can not keep track of whether the player brought a deposit or not, this system is bad and bad casino. Good casino no should activate all the coupons in a row, if a player on these coupons is not entitled. Secondly. I am from Ukraine and I know English is bad, so when I read the rules, I used an online translator, and I did not understand correctly the item 23. I thought, that to qualify to use multiple no Deposit coupons I have at any time to make deposit and not between the coupons. And since I was playing for real money, plus everything casino activated coupon, I thought, that I have right to use the coupon. That players not misleading, it should not activate the coupons. And also it would be good to make the casino the ability to read the rules in different languages to players clearly understand the rules and have not used an online translator. Thirdly. Casino me in December, and most recently, in January, sent no Deposit coupons and the letter clearly warned that you need to make a Deposit to get coupons to use. When the casino has provided in the column active bonuses no Deposit coupon, with which I won $ 180, casino I was not warned that you need to make a Deposit to be eligible to use the coupon. In this case, from the casino, there was no warning. Therefore, I believe that the casino should pay me my winnings honest and must not cheat an honest player.
 

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
If they sent the player a email with a no deposit coupon they should obviously honor it. If they don't want people using multiple no deposit bonusen head to head, dont send them such bonuses, it's as simple as that.

IMHO this breaks Casinomeisters standard which says that accredited casinos "Must not use false, misleading or deceptive advertising.", but I guess others might see it otherwise, but it might be worth a PAB.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
If they sent the player a email with a no deposit coupon they should obviously honor it. ...

Not necessarily true. Bonus offers are almost always subject to limitations per the Terms. It would be nice if they honoured it but simply receiving the thing in your inbox does not imply a binding contract.
 

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
Well legally you are of course right, but if they don't honour it I think it says alot about them as whether a player has done a deposit in between two chips are something they can check pretty easily.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Well legally you are of course right, but if they don't honour it I think it says alot about them as whether a player has done a deposit in between two chips are something they can check pretty easily.

Grande Vegas are sending out emails every Monday. In those emails there is a code for a deposit bonus + a code for a free chip that you can use if you have made a deposit in that month.
In all emails they are sending out they are clear what rules there are, or where you can find them.

I'm sure it's tempting to use it, but noone can claim they didn't know the rules.
 

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
Grande Vegas are sending out emails every Monday. In those emails there is a code for a deposit bonus + a code for a free chip that you can use if you have made a deposit in that month.
In all emails they are sending out they are clear what rules there are, or where you can find them.

I'm sure it's tempting to use it, but noone can claim they didn't know the rules.

When you say it, I remember getting some of these emails aswell. Then I agree with you as it's clearly stated how the promo works. I thought this was a case where they sent out just a code for a free chip as they sometimes do aswell.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
When you say it, I remember getting some of these emails aswell. Then I agree with you as it's clearly stated how the promo works. I thought this was a case where they sent out just a code for a free chip as they sometimes do aswell.

That happens maybe for Christmas, but the rules are there at that time too.

Not even winnings from a birthday free chip is honoured...which I think is awful since it's sent out for your ''special day''.

I remember a time when I loved this group for always giving free chips and it didn't matter if you were a depositor or not. They paid if you won.
They are not like that anymore, and I'm not so fond of them, but I guess they have a tough time too.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Admin Note: zero tolerance policy

@ mercalovn

Did you bother to read our no tolerance policy on posting complaints (notify casino rep, don't use derogatory language like deceive, etc. etc.,)? Or are you exempt from this policy because you didn't read it - like bonus terms?
 

mercalovn

Banned User - can't read
Joined
Jan 7, 2016
Location
Kharkiv
When you say it, I remember getting some of these emails aswell. Then I agree with you as it's clearly stated how the promo works. I thought this was a case where they sent out just a code for a free chip as they sometimes do aswell.

No deposit bonus, with which I won $ 180, did not come to e-mail, he appeared in my column of active coupons and this no deposit bonus activated when you click on it.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Please do not ignore my question. Have you contacted the casino representative?
 

mercalovn

Banned User - can't read
Joined
Jan 7, 2016
Location
Kharkiv
Please do not ignore my question. Have you contacted the casino representative?

I wrote in a support casino Grand Vegas on this issue here on this email grandevegas@swiftassistance.com and informed them that if they do not pay me to win, then I will leave the complaint in this forum. Casino refused to pay, respectively, I left a complaint on this forum asking for help in this situation.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I wrote in a support casino Grand Vegas on this issue here on this email grandevegas@swiftassistance.com and informed them that if they do not pay me to win, then I will leave the complaint in this forum. Casino refused to pay, respectively, I left a complaint on this forum asking for help in this situation.

Then in other words you did not read - or you just ignored the zero tolerance policy that is posted on every page of the complaints section.

Next time, when you click "agree" make sure you are actually read and understand the policies you are agreeing to.

Enough time wasted - bye.
 
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