Casino Complaint Playgrand casino not paying not replying to several e-mails

anoukr87

Dormant account
Hi there guys,

I would like to file a complaint about Playgrand Casino and hope that you guys can help me solve this issue.

At the 8th of December 2014 i've won a total of about 5500 euro's at Playgrand Casino. After completing the wagering requirements i made a withdrawal. I got a reply from a support agent asking me to send in documents to verify my age-identity. As i did not notice this email earlier i sent them the requested documents the 15th of December.

On the 23rd of December they replied asking for additional documents (drivers license) so i immediatly sent them a copy. From this point on i havent had any reply whatsoever. I spoke to their support agents about 10 times now and all of them tell me that a manager will contact me within 24 to 48 hours and that my request is still being processed because they`ve had a large number of players lately.

All in all its ben over a month since i made the withdrawal and i still havent had any status update on my account or the payment. This is all starting to feel like a big scam to me, i hope you guys can help me solve this.

Thanks in advance !
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Pitch-A-Bitch!

This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

Note that PABs might take a bit longer than normal in January as the PAB guy (Maxd) is very busy with end-of-year stuff.

BTW, I've never even heard of this new NetEnt based casino before, so I have no idea if they are good or bad.

Welcome to the forum! :thumbsup:
KK
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Caddell Limited N.V., operating under the trade name White Hat Gaming, is licensed by the UK Gambling Commission
under license number 000-038720-R-319481-001

A worrying term too:

6.6 Withdrawals
Should You wish to withdraw some or all of Your balance You may select how much You wish to have paid back. It is our policy to refund withdrawals to the same account or mechanism that the original purchase was made where possible, up to the value of Your original deposit/s. The minimum withdrawal is £30. To make a withdrawal, You must have made or make a minimum of one purchase in Your lifetime at PlayGrand. In some instances for reasons of fraud protection and social responsibility we may limit withdrawal to a sum per day or week. Please check with customer support as to the relevant withdrawal limits pertaining at any time.


This term is scandalous and infers they are maintaining a 'social responsibility' by not letting you withdraw your winnings in one go, but worse is NOT specifying a precise amount like other sites do. The obvious conclusion is that should they wish, any withdrawal amount can be deemed limitable and therefore this term is in clear danger of being used as a vague 'FU clause' where cash-outs are concerned and is wide open for the casino to abuse.. Should be in the pit for this alone IMO


Plus: 35x B WR but:

*Blood Suckers, Dead or Alive, Devils Delight, Kings of Chicago, Beetle Frenzy, Gold Rush, Jackpot 6000, Lucky 8 Line, Magic Love, Mega Joker, Pirate's Gold, Safari Madness & Super Nudge 6000 175x playthrough of bonus, only count 20%

Avoid, I'd say.
 

anoukr87

Dormant account
Thanks for the replies :) I noticed those terms before i made the withdrawal thats why my first withdrawal was only 1500 euro's an not the entire 5500 ( just to be safe ). I also met all the wagering requirements stated in their terms.

I just logged in to my Playgrand Casino account and opened the verify account tab. What i noticed was this:

weird.JPG

My account seems to be verified already. Why won't they process my withdrawal if my account is verified ?

I guess i will look into that PAB tomorrow as i dont have enough time today.
 

Batman

The Dark Knight
MM
The guys dont even have 24/7 support. It seems to be a stalling technique of some sort though.
I would also advise the op to check with them one more time and then, if nothing good happens, to pab.
 

Casinomeister

Forum Cheermeister
Staff member
Hi there guys,

I would like to file a complaint about Playgrand Casino and hope that you guys can help me solve this issue.

At the 8th of December 2014 i've won a total of about 5500 euro's at Playgrand Casino. After completing the wagering requirements i made a withdrawal. I got a reply from a support agent asking me to send in documents to verify my age-identity. As i did not notice this email earlier i sent them the requested documents the 15th of December.

On the 23rd of December they replied asking for additional documents (drivers license) so i immediatly sent them a copy. From this point on i havent had any reply whatsoever. I spoke to their support agents about 10 times now and all of them tell me that a manager will contact me within 24 to 48 hours and that my request is still being processed because they`ve had a large number of players lately.

All in all its ben over a month since i made the withdrawal and i still havent had any status update on my account or the payment. This is all starting to feel like a big scam to me, i hope you guys can help me solve this.

Thanks in advance !
Are you going to submit a PAB about your complaint? The casino has a rep here as well. Let us get to the bottom of this. Thank you.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Are you going to submit a PAB about your complaint? The casino has a rep here as well. Let us get to the bottom of this. Thank you.
I wondered about that too. Either he's been paid so has buggered-off and not told us, or far worse has played it back as the site probably intended if ignoring him, so has no need of Max's services. :confused:
 

Casinomeister

Forum Cheermeister
Staff member
I wondered about that too. Either he's been paid so has buggered-off and not told us, or far worse has played it back as the site probably intended if ignoring him, so has no need of Max's services. :confused:
Actually, I think there is way more to it than that. The casino rep is waiting for this guy to step forward.
 

Abwildiam

Newbie member
Cash out reversed by Playgrand casino

I had a offer from Playgrand casino saying they miss me here is 40 dollars with a play though 35 times I did this and was lucky to win 6500 they are refusing to pay I even deposited 20 dollars won with that they are still refusing to pay they have taken all my winnings and left me with 100 dollars I have sent emails to the manager no response I have now sent a formal complaint to the IBAS to have this resolved
This casino has no resolution process
Bad response times or no response at all each chat operator I speak to when opened and that is not often I get different reposes one operator told me I would get my cash out within 2 days but that's not the case

Hope this helps people looking at opening a account with this casino
 

adamtheaddict

Meister Member
No Deposit Bonus (where offered)

(i) You may only play slot games or bingo with the bonus money, but the initial amount is still subject to wagering requirements.
(ii) Please be aware that any play using No Deposit Sign Up Bonuses will not unlock bonus funds and all winnings will return directly to your bonus account. These funds are not available for withdrawal. Once you make your first deposit, your No Deposit Sign Up Bonus and any winnings accrued through play with this bonus will be subject to standard play-through requirements.
(iii) If a No Deposit Bonus is given after a player has made their first deposit and a customer has not made a deposit in the previous 7 days, then any cashable winnings from this No Deposit is restricted to 10 times the value of the No Deposit Bonus.
(iv) Playgrand Casino reserves the right to limit withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer’s account up to the value of £100.00.


Sorry to be the bearer of bad news, had a hunch as to why they are offering you £100 only so went and had a quick look at the terms on the site.
If i'm reading the terms right and you had an ''please come back'' type ND free chip, coming back meaning that you have deposited previously with them (though, more than 7 days previous), then maybe you should be able to withdraw £400?
 

Abwildiam

Newbie member
Withdrawal refusal

Thank you for your reply I am unsure how to load up the email I received from them to show the terms of the offer
Also I deposited 20 dollars and continued playing won a additional 1000 dollars after my deposit was made they are refusing that cash out too
 

Abwildiam

Newbie member
Withdrawal denied

Thanks for the reply
I do not know how to post a copy of the emailed offer I received from Playgrand casino to show that this was not the case on the email
I also deposited 2o dollars but the winnings I had after the deposit was also denied and reversed

They have not responded to my emails at all raising the issue

If I knew how to post a copy of the offer I received it would be very understandable why I am so angry and upset
 

Abwildiam

Newbie member
No Deposit Bonus (where offered)

(i) You may only play slot games or bingo with the bonus money, but the initial amount is still subject to wagering requirements.
(ii) Please be aware that any play using No Deposit Sign Up Bonuses will not unlock bonus funds and all winnings will return directly to your bonus account. These funds are not available for withdrawal. Once you make your first deposit, your No Deposit Sign Up Bonus and any winnings accrued through play with this bonus will be subject to standard play-through requirements.
(iii) If a No Deposit Bonus is given after a player has made their first deposit and a customer has not made a deposit in the previous 7 days, then any cashable winnings from this No Deposit is restricted to 10 times the value of the No Deposit Bonus.
(iv) Playgrand Casino reserves the right to limit withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer’s account up to the value of £100.00.


Sorry to be the bearer of bad news, had a hunch as to why they are offering you £100 only so went and had a quick look at the terms on the site.
If i'm reading the terms right and you had an ''please come back'' type ND free chip, coming back meaning that you have deposited previously with them (though, more than 7 days previous), then maybe you should be able to withdraw £400?
Thanks for this but I also deposited 20 dollars won after the deposit and they declined that payout too

I have no idea how to upload on this site but if you could see the email I received advising me they have credited my account as they missed me and the conditions you will see why I am so upset with this
I did not use a bonus code or receive a offer I received a email to say they have credited my account to use how I please on there site the only condition was a 35 times play through once that is met it will be credit to my normal account and able to be withdrawn no max was stipulated of what could be withdrawn
 

Jd666

Riff Raff
CAG
mm4
No Deposit Bonus (where offered)

(i) You may only play slot games or bingo with the bonus money, but the initial amount is still subject to wagering requirements.
(ii) Please be aware that any play using No Deposit Sign Up Bonuses will not unlock bonus funds and all winnings will return directly to your bonus account. These funds are not available for withdrawal. Once you make your first deposit, your No Deposit Sign Up Bonus and any winnings accrued through play with this bonus will be subject to standard play-through requirements.
(iii) If a No Deposit Bonus is given after a player has made their first deposit and a customer has not made a deposit in the previous 7 days, then any cashable winnings from this No Deposit is restricted to 10 times the value of the No Deposit Bonus.
(iv) Playgrand Casino reserves the right to limit withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer’s account up to the value of £100.00.


Sorry to be the bearer of bad news, had a hunch as to why they are offering you £100 only so went and had a quick look at the terms on the site.
If i'm reading the terms right and you had an ''please come back'' type ND free chip, coming back meaning that you have deposited previously with them (though, more than 7 days previous), then maybe you should be able to withdraw £400?
It sucks but looks like it was in the terms.
But they should really give you the 400, but then again it does say they can limit it to 100.

Just checked my Playgrand account and my withdrawal was sent to my bank yesterday from the same promo, i only got 20 no deposit bonus though, and i didnt withdraw 400, didnt even withdraw 100.
But it is free money and its important to read the terms so you know the score
 

Abwildiam

Newbie member
Reply re Playgrand casino

I also deposited 20 dollars and withdrew winnings after the deposit the still did not pay out
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Playgrand are Caddell Group and I have deposited at all their casinos, withdrawn and had no issues. Funnily enough on one I made 190-ish from the free chip, withdrew expecting £100 as per the terms and got paid the whole lot! I'm pretty sure had all the terms been followed you would have been OK. Don't forget the free chip proceeds CANNOT be used as fresh stake - i.e. you make your £100 and that as a deposit. The £100 must be withdrawn then a fresh deposit made which doesn't have those limits.
 
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