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cafreecc
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11 May 2016 - 2:41pm

Casino Grand Bay - Withdrawal Dispute

10 replies • Last post

I have been a player at Casino Grand Bay for 9-10 years. I have seen that this group of casinos had been rogued and blacklisted. I should have known better.
My story:
I recently made a cashout (the second in 10 years - the first was 7-8 years ago) that I had made with loyalty point cashback I has accrued on my play.
My cashout of $2,176.00 was processed at 4/12/2016 10:49 AM (US Eastern Standard Time). At that time they removed the $150. the loyalty point cashback amount that I had used to win the $2176.00. The amount of $2026.00 was then processed and payment was made to the Visa / Debit card that I had used for making deposits.
My bank returned the payment back to Casino Grand Bay finance due to insufficient information on their part.
After a month of speaking to every VIP host (I have Ace Tier VIP status) Kim - Jeremy - Nick - Joy etc.. I was assured over and over that the payment would appear in my bank account any day now. After making countless calls weekly I was told payment would be re-issued by courier check.
Today - May 11th 2016, I called once again to find out exactly when this payment would be processed as a month had gone by and was rudely told they were only going to pay the amount of $150. because my winnings were from loyalty point cashback. They were not going to pay the $2026.00
I was told I should be grateful and that an exception was being made to even pay that amount.
I am shocked - horrified beyond belief at the treatment and disrespect this casino has shown a loyal player with the ACE VIP status I have.
First, they honor my cashout by refunding (as they call it) my withdrawal, on my bank card and then change their minds when the payment bounces back?
Telling me it has been miscommunication on MY part and their ENTIRE VIP staff and that their Finance Team had made a mistake ??
I need to get the word out - I have been strung along, made to jump thru hoops for a month and then slapped in the face by Casino Grand Bay.
I feel violated. Even if posting on this forum can do nothing for my situation - Please post- post and re-post this message so that others will not fall prey to these rip-off artists. Lesson Learned This group of online casinos are as rogue and deceitful as I have EVER seen

krcoolsongss
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11 May 2016 - 4:40pm
#1

Oh, I feel very bad about your experience.

Why the heck did the bank return the payment back to the casino ??!!!

And how could the casino take your win from the loyalty point which is the cold cash after being redeemed !!!

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cafreecc
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11 May 2016 - 4:54pm
#2

Bank stated insufficient information was more than likely supplied - funny thing though the Finance/Cashier after three weeks of the withdrawal not showing up supplied me with a ARN # so I could track the payment - my bank could find nothing! I met all requirements - you cannot cash out until you have, the system wont let you. Was repeatedly congratulated by VIP Staff and Finance but told to just give it a few more days it will hit your bank any time. Today was when they dropped the bomb and told me it was all a "MISTAKE" by the Finanace Team and VIP Staff (all 5 of them) That it was miscommunication on the part of Finance and Vip Staff and myself. I feel like an absolute idiot for EVER trusting this casino. All those years of playing - All the money I deposited and then to make a $2026. withdrawal (peanuts after what I have deposited) to have them do this to me. Unbelieveable

lvblck
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12 May 2016 - 3:00am
#3

I don't like this casino cause I've had some troubles with this group in general. I'm sorry to hear about your issue and I hope there's still a chance for you to get your money.

1 member gave thanks for this useful post: freecc

auCL-Ed
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12 May 2016 - 4:28am
#4

This group of casinos are not trustworthy and I am sorry you have found that out in this way. It seems ridiculous to me that they stuffed up the full payment the first time, then decided not to pay you once the winnings came back. Also limiting the amount you can win after redeeming your own comp points is just lame.

1 member gave thanks for this useful post: freecc

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krcoolsongss
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12 May 2016 - 2:11pm
#5

I think that your experience must be posted everywhere in the other online forums. This is merely a fraud.

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cafreecc
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13 May 2016 - 2:54pm
#6

After "Outing Grand Bay" I'm certain I wont even see the $150 let alone the $2026.00.
I tried to call and speak to a "Supervisor and after giving my name - account name etc was put on hold - then disconnected.
Worse part is - When I cashed out I made plans to go visit my daughter May 16th with the extra money I had coming. She is undergoing research and development in Kenya / Rawanda with the IRDC. The withdrawal from Casino Grand Bay was to be spending money and hotel ( I only allot myself so much every month for fun and games) Thank God I found out the horrible truth just in time and was able to cancel my flight and be reimbursed and cancel my hotel without losing my deposit. I'm still in shock - Absolutely horrified.
Their " Mistake and Miscommunication - as they call it" Cost me more than just a few dollars.

1 member gave thanks for this useful post: CL-Ed

uscasinodeb
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13 May 2016 - 5:38pm
#7

Oh freecc, it is so very horrible what has happened here, and I too would be devastated if this hindered big plans with MY daughter in a foreign country. Mine will be in France next year, and while its doubtful that I could pull off a trip to see her while she is there, I can definitely imagine how it would be to make those plans and then have to cancel. I am sure you realize this now, but it definitely helps to check out the ratings and reviews on this site for playing. They are definitely my top guide for deciding where to play!!

1 member gave thanks for this useful post: freecc

cafreecc
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16 May 2016 - 9:15pm
#8

Support:

Thank You for letting me post with regards to Casino Grand Bay - I have spoken to the operator "Justin" today May 16th and will be receiving the $150. There was definitely miscommunication all across the board. I have agreed to accept the $150 minus $30 for courier and will "take what I can get and walk away"
Thank You ALL - for your kind words with this matter - Lesson learned
Thank You Again
Regards
freecc

krreserve
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17 May 2016 - 8:23am
#9

So the issue has been solved. Glad to hear it. Should be careful next time. Frauds are everywhere. Cool

2 members gave thanks for this useful post: freecc, coolsongss

cafreecc
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17 May 2016 - 2:22pm
#10

There was definitely miscommunication all across the board as to the amount of payment - loyalty cashback terms and just where it had disappeared . I had no idea there was a cap on withdrawing winnings from "Loyalty Point Cashback" - Seeing this clause in terms is a first for me and I have been playing online for 10 yrs.
Playthrough conditions were met and there was no indication when withdrawal was approved all funds would be removed - aside from the $150 MAX limit you can withdrawal. I as well as many others have been blind to this exact issue at all Grand Prive Casinos - I had spent days going through forums and had seen - I'm one of many duped. My biggest regret is NOT enlisting on forums such as Casino Listings and researching online casinos and ridiculous terms such as this - Before I Deposit
I would also like to Thank Casino Listings for providing this service - Without forums such as yours online gaming operations can literally get away with anything and players such as myself would never know. Hopefully, I will never need to enlist help with a casino again - I've learned a tough lesson.
Thank You All Again For Your Support

2 members gave thanks for this useful post: CL-Ed, coolsongss

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