Grande Vegas Casino Support and Complaints Thread

Hello ROBIN LYNN,

We need your credentials to be able to help you. Please PM me.

Hello Linmossow30, Slimace08,

We have sent an email to Casino Rep for clarification about this issue. Once we get some feedback we will let you know. Keep us posted.

Hello ROBIN LYNN,

We will be Closing this complaint due to inactivity of submitter.

Good evening, im trying to send documents to the email i was given and the emails are coming back as incomplete delivery. If you could get back to me with the correct email id appreciate it. Thanks ******@gmail.com

Hello roofer204,

Thanks for reaching out to us. We will notify Casino Rep that you have a problem with the verification, and we get some feedback we will get back to you. Keep you posted. 

Happy New Year!

Hello ive been waiting to get verified for over 7 days and im starting to thunk my deposits were donations. And im never gunna hear a reply back about verifaction.. pretty upsetting.

Hello roofer204,

Still waiting for a response from casino. Please keep an eye on this thread for any updates.

Hello roofer204,

Casino Rep got back to us and told that you need to send your documents on this email address support@grandevegas.com, and if everything is fine you should be verified as soon as possible. 

Thank you.

I was going to post the following as a review of the casino mentioned in this issue. However, this issue is with a sizable number of online casinos and the promos they offer to their customers.  It is a complaint but also a warning for others to be aware of this issue that is happening more often.  If consumers are more aware and let these casinos know that they will lose business when sending out false advertised promos.  Then I am sure this issue will be taken care of.  

Ok Here is an issue that I found with this casino, but I have come across it with a few other casinos.  I have played on Grande Vegas casino and did take the 100 free spins that are offered some time ago however I didn't join through this site.  But because of this issue I feel I should write a review because I liked this site and now, I will not play on it because when a casino falsely advertises a bonus offer for me that say UNTRUSTWORTHY!!!  Grande Vegas casino is currently offering a promo for a new game on it's site by the name of Giant Fortunes. The following is exactly what the bonus states as part of the T&C of claiming this bonus. "Go to the cashier's 'Redeem Coupon' section and enter the coupon code before you make a deposit! General Terms & Conditions apply. This bonus is valid until March 31st. Playthrough of your free spins is 10 times only. Min. deposit $25."  However, when you claim this bonus and go to the cashier to make that 25.00 min deposit using MC or Visa the cashier is set up to only accept 45.00 as a min deposit. Now I did contact support about this, and they said I would just have to make a deposit of 45 in order to claim this promo.  I was going to deposit more than 25.  But when I found out that the casino has the expectation of a much higher min deposit than what it advertised in it's promo and there is no changing this.  (It was suggested I deposit bitcoin because that has a min deposit of 25.00)  I don't do cryptocurrency I may accept it as payment however I do not buy it myself.   And so, I will not gamble with this casino because to expect a customer to deposit so much more than what is advertised just stinks of corruption and an untrustworthy business.   If the min deposit this site accepts is 45 then that should be what is advertised in the promo.  This is a form of false advertisement, and this casino should review and fix the advertisements that are contradictory to the financial programing of this casino.  And My expectations for ALL online casinos to have honest and truthful advertisements is plain common sense and very reasonable.  And believe me I am fully aware of the lack of commonsense the human race has been experiencing!!!  LMAO  

Hello Aileen Dodge,

Thanks for reaching out to us. Could you please provide us with the Casino Username via private message?

We will get in touch with Casino Rep in order to find out what is happening with this promotion.

We will get back to you once we hear back from them.

Thank you.

Hello Aileen Dodge,

We are still waiting for your credentials. Please send us via private message.

Hello Aileen Dodge,

We will close this complaint due to inactivity of submitter.

Hello, I have been trying to get my account verified and keep getting the run around on my picture of me holding my Drivers License as I keep getting told the picture is too blurry. I have gone through this process many times with other casinos and have never had this much of an issue. They already have my license picture and can see my face in my new picture so not sure why they are being so picky. I believe it is truly a ploy to delay the process. Can someone please help me with this isssue as I am waiting to cash out here. 

Hello Stevekol55

Could you please send us your Casino Username via private message so we can reach out to Casino Rep and ask for your issue?

Thanks in advance.

Hello Stevekol55

We are still waiting for your credentials. Please send us via private message to be able to help you.

Thank you.

We will be closing this complaint due to inactivity of the submitter.

hello

my username is ( sopoxx30) 

brazil was included in the list of countries prohibited from playing with bonuses after i won $180 at the casino grande vegas..  If I won with a bonus before Brazil entered the list of prohibited countries it is not fair that they remove my money...

it's not fair and I won't accept it, I have nothing against changing terms, however I won legitimately.. I have proof and I want to receive my money.

thanks

Hello cinari10,

Thank you for reaching out to us and sharing your concerns.

We will get in touch with Casino Rep in order to help you to resolve this issue if it's possible somehow.

Keep an eye on this thread for any updates.

Thank you.

hello Berks

I would like to hear your opinion..

if you win with a no deposit bonus and after that the casino decides to include your country in the bonus restriction list would you consider that fair??

don't you think this decision should only affect registered players after the change of terms?

when I won brazil it was allowed to play with bonuses, ask them when the terms were changed, ask them to inform the dates of the changes, 

Hi cinari10

The fairness of the casino's decision to include your country in the bonus restriction list after you have already won with a no deposit bonus depends on several factors, including the terms and conditions of the bonus offer and the policies of the casino.

In general, casinos have the right to update their terms and conditions at any time, including restrictions on bonuses. However, it is generally considered more fair if these changes only affect new players or players who have not yet claimed the bonus. Retroactively applying the restrictions to players who have already won with the bonus may be seen as unfair by some individuals.

We have sent an email to Casino Rep, and now waiting for their feedback regarding this matter.

Keep an eye on this thread for any updates.

hello Berks

grande vegas is not a bad casino, however they made the mistake of adding the new terms retroactively, 
as you yourself said, this change should only affect new players and those who have not yet claimed a bonus and not players who have already won with the bonus, i had a very similar problem about 1 year ago at the aussie play casino when they closed their commercial activities in brazil, however they were kind enough to review my case and pay me thus demonstrating their honesty and professionalism, i hope that the great vegas do the same

their answer you and I already know for obvious reasons of course,,,, probably they will say that this one rule changed before I signed up to the casino and that everything is correct,  so it's important to ask when this rule changed, the date on which the change occurred, based on this answer I have evidence that I will send you proving that they are wrong..

I wanted to make the following information very clear:

1: always before writing to me at a casino I read all the terms and conditions, I take a screenshot and keep it on file for future consultations, this is a habit that I have for security reasons, for this reason i right in this complaint..

2: I respect and try to follow all the rules as determined by the casino

I would like to remind you again that it is extremely important to ask them when Brazil was included in the list of restricted countries in bonus, based on their answer I will provide you with documented evidence..

thanks

Hi cinari10

The email has already been sent and now we are waiting for an update from their side. Once we hear back we will let you know, and really hope  they will have enough understanding for this situation and that they will turn out to be fair.

Keep an eye on this thread for any updates.

Thank your for cooperation.

Hi cinari10

We still hasn't received a response from Casino Rep. We will send them a reminder email in hopes that they will reach out to us as soon as possible.

Keep you posted.

Thank you.

hello Berks

i received good news today, they refunded the balance to my account and said i could apply for withdrawal again, it shows that they are honest and professional and had the good will to investigate my case and finally giving a positive decision.

Hi cinari10

We are very happy that your case is finally resolved. 

Wish you luck in further entertainment.

We will mark this case as Resolved.

Hello im from India , pease help me verify my account ASAP on Grande Vegas. I have already sent the documents.

Hello Diablo Don,

Please send us your casino username via private message and we'll get in touch with the casino rep and inquire about your case. 

Hello Diablo Don,

We're still waiting on your casino username. If you would like us to assist you and contact the casino representative please send us your casino username via private message. 

Hello Diablo Don,

We will be closing this complaint due to the inactivity of the submitter.

This is truly the worst casino on the planet...How is a bitcoin withdrawal taking so long...when they advertise faster withdrawal...make make sense

Hello Emanuel Laurole,

May we ask if your account has been verified thus far?

Is this your first withdrawal with this brand?

Thank you for cooperation.

Hello Emanuel Laurole,

We are still waiting for your update regarding this matter?

Thank you in advance.

Hello Emanuel Laurole,

We will be closing this complaint due to inactivity of submitter.

I have won $180 at Grandevegascasino and I have sent more than the required documents including my bank card incase my personal photos are not clear enough. The casino constantly reply requesting the same documents over and over without verifying my account,meaning I can't withdraw my winnings even after 8 days.Agents keep saying my documents are fine but my account never gets verified. My username at this casino is Chandre_ 

Hello Chandre_,

Sorry to hear that you are encountering this issue. We will notify Casino Rep in order to help you to get your winnings.

Keep you posted.

Good day, I noticed the grandevegascasino has a rating on Trustpilot of only 2 stars..meaning this casino is very unreliable and unprofessional.I doubt they will respond anytime soon to u

Hello Chandre_,

We really hope that we will get a response from their side. Let's wait for Monday, owing to they are not working on weekends.

Keep you posted.

Good day, my account is still not verified and I can't get my winnings

Hello Chandre_,

We still haven't got a response from their side unfortunately. 

Is there no other way to further escalate this concern?I mean this casino is just clearly unprofessional.They constantly say my documents are fine but they never verify it.they also confirmed again today those documents are fine

Hello Chandre_,

We will try once again to reach out to them in order to get some update. Keep you posted.

Good day, This casino is constantly asking for more and more documents to further delay my payout.i have provided more then enough documents but my payout hasn't been done.Please could you assist as it has been weeks already

Hello Chandre_,

We are trying to assist but we are not able to react if we are without any response from their side. Once we get a response we will let you know.

Thank you for understanding.

Hello Chandre_,

Casino Rep got back to us and said that you will be paid by the end of the day. 

Please let us know when it happens.

Thank you.

Hello Chandre,

Any updates?

Hello Chandre_,

We will be closing this complaint due to inactivity of the submitter.

I won a decent amount through a free chip, this was reduced to $100 per their T&C. I have been trying to cash out for 9 days now. I have been told 2 times that the "picture was not clear" even though other casinos have used these KYC documents just fine. I took an additional extra clear picture for them, and they will now not respond to my inquiries. Very frustrating. Screen name is pgpyau****

Hello pgpyaunome,

Thanks for sharing your casino credentials with us!

We will reach out to casino representative to inquire about your case.

Keep you posted.
 

Hello pgpyaunome,

We have reached out to the casino again.

Keep you posted.

Hello pgpyaunome,

The casino responded that your winnings were cut because you claimed 2-3 free bonuses without making a deposit first. This is a standard rule for every casino.

We will mark this case as Resolved, considering the casino's reply and their final statement regarding your case.