Grande Vegas Casino doesn't have a clue what they are doing !!!

[helenakp]

I had very unpleasant experience with Grande Vegas casino,who declare,that they have the most incredible ,professional support or what so ever,but from my experience i must say the opposite way,see them them a non professional support and not serious casino,making such a mistake as they done to me.

 

I must say i have lost all my confidence in them being reputable casino,even so i am not such a depositor there,still they should treat all their customers equally.

 

So the story goes like this,few days ago they had some maintenance updates and send all their players a 25$ free chip.I couldn't see any code like they usually send it,so maybe i had some problems with my flash player,so couldn't see the bonus and was using my mobile,i decided to contact their live chat support for help.

 

The girl from the live support asked for my user so she can access and check my account ,but minute after she requested that i should forward the same email to their [email protected] so they will check (as i would lie having an email from them with free chip).

 

I forwarded their email to them right away and after couple of minutes  received email from them,how they apologize that i have waited and claim the code for me,so informed me that I have 25$ free chip to play.I played maybe more then an hour and managed to wager the bonus,so i was left with 110$ and asked for a withdraw.

 

The next day i got email from them,that my payout was denied and my winnings were forfeit,because i used 2 or more free chips in a row.So i ask GrandeVegas Casino,when i talked to support why they didn't checked my account???

 

If i was not eligible for that free chip,why they claimed the bonus for me,giving me green light to play,knowing i cant withdraw,actually the question is ,do they check our account's before giving free chips ?? Very unprofessional attitude 

 

 

Here are the emails I received from them 

 

Dear Katerina, 

 

Thank you for contacting Grande Vegas casino support. We appreciate your patience while you were awaiting our response.

 

Katerina, you recently contacted us via chat and the requested coupon code ENJOYGV has been successfully credited to your player account

 

Should you require any further information or assistance, please feel free to contact us anytime via phone, e-mail or Chat with us.

 

Yours Sincerely,

 

Nora

Casino Support

Toll Free: 1 866-888-5833

------------------------------------------------------------------------------------------------------------------------------------------------------------------------

 

And after this email i got the Payout denied mail,who does things like this,except from the famous rogue casinos 

[cocopop3011]

That's a tricky one isn't it because they absolutely shouldn't let you claim two coupons in a row if you cant withdraw after it surely thats as much a waste of their time as it yours!

[hajnrih]

Exactly one of the main reasons i don't play at RTG casinos anymore. Like when i was told in Springbok that i cant withdraw from a no deposit bonus and after two weeks when they offered me another bonus and told me i could withdraw.

[helenakp]

That's a tricky one isn't it because they absolutely shouldn't let you claim two coupons in a row if you cant withdraw after it surely thats as much a waste of their time as it yours!

 

Coco the problem was that they claimed the code instead of me,not even checked my account ,how is that possible,i first talked to chat she checked my account asked for my user and right after they claimed the bonus for me,because i was having trouble seeing the bonus code!

[cocopop3011]

Coco the problem was that they claimed the code instead of me,not even checked my account ,how is that possible,i first talked to chat she checked my account asked for my user and right after they claimed the bonus for me,because i was having trouble seeing the bonus code!

 

Why don't you open a complaint hun, as it was an error on their behalf they may be willing to honour the withdrawal for you. It's worth a try?

[helenakp]

 

Why don't you open a complaint hun, as it was an error on their behalf they may be willing to honour the withdrawal for you. It's worth a try?

 

Thanks Sharon,i even talked to Valdes about this and i know i wont benefit from it,but still made my complaint,just curious to see what they will tell me

 

The reason why i done that ,is they pissed me of lying ,that they would told me that i am not allowed to play with this free chip,but i got disconnected,so practically that the reason they didnt informed me.LIARS,after i got disconnected i talked to them again and after those 2 chats i received the confirmation email that i have my free chip in my account.

 

Why they are lying ??

[blondie]

"Why they are lying??" Because they don't want to pay. As simple as that. I received that email too but didn't claim it as I haven't deposited there for some time.

[cocopop3011]

Very bad practise for any casino!. Sorry you had a bad experience Kate x

[helenakp]

They dont wana pay??! Gooood..I will "slap"" them good,with the complaint and this post,so it wont do them any good,you know lots of people read Askgamblers site,Twitter too ,so i wont lose anything,its their loss!!!