Grand Eagle Casino - Výhry hráčů byly omezeny.

I started playing at Grand eagle casino just recently no more than 2 months ago and recently just won a decent amount legitly. I deposited some money and luckily was able to win a decent amount from my deposit. So on December 7 2022 I tried to withdraw my winnings and I thought it was already getting processed but when I checked on it today (12/15/2022) the customer service rep told me that I have no pending withdrawals at the withdrawal that I did on the 7th of December was voided saying that i had won all that money from a bonus with a maximum cash out of only $100 so they only processed to pay me $100. I have all the proof showing that my winnings are from my deposited money and not from their bonus games. I have cashed out before from other online casinos so I am very familiar with the process and also familiar on how the bonuses work and the limitations on how much I can cash out from the bonus. This winnings are from my deposited money.  What they’re doing is not right, they need to give me my winnings. I played with my own money honestly and fairly just like I said i have proofs to show that my winnings are legit. 

Dear g2loks3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you have any active balance when making the deposit? Do I understand that you played with a No-deposit bonus before you deposited? Did you accumulate any winnings with this bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

hi kristina, let me tell you what exactly happened from the very beginning. So I got an offer for $75 free play. That’s the reason I opened an account with them. I played all that $75 and lost everything so I deposited some money from my credit card and won. That’s when I made my first withdrawal and actually got paid from that withdrawal. Then I played some more, and sometimes when I ran out of funds I would use the loyalty reward but I would loose everything then I would make another deposit and this time I started winning again. Then I tried to withdraw that money but then I used the reversed withdrawal because I wanted to play some more and from that reversed withdrawal I started winning so I would try to withdraw some of my winnings and leave some in my account. It goes back and forth until I just kept winning. I took pictures every time I make withdrawals so if you need them let me know I can send those to you. I also noticed that some of those withdrawals that I made dont even show on my statement they have on file. Thank you so much for your help

Nikko E***

I really hope we’ll be able to speak on the phone so I can explain to you better and tell you more about the winnings. Because I even transferred some of those winnings to their sister casinos so thats clearly tells me that those winnings are legit because I dont think they would let me transfer funds to their sister casinos if those winnings weren’t legit.

I apologize I have a correction to make, the offer they sent me was for $120 not $75.

thank you,

Nikko E***

Thank you very much for your reply, g2loks3. Could you please post here (or forward me) screenshots of your deposit and bonus history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina, attached are statements and screenshots of my withdrawals. I will also send these to the email you provided.

thank you,

Nikko

That's a lot of screenshots and I am getting lost here a little bit. Could you please post here a screenshot of the deposit you believe you accumulated your winnings with? Additionally, please forward me your game history preferably in an excel sheet or PDF format. Thank you.

Hi Kristina, I’m still working on the excel sheet and will have ready for you soon. As for which deposit, I will also have it ready with the excel sheet. I also sent you an email please let me know if you received it.

Thank you,

Unfortunately, I have not received any emails from you yet. We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject the complaint.

Hi Kristina, here is my game history and the last highlighted part on 12/02/2022 @5:42 am was the deposit I started accumulating all the winnings. As you can see I made a withdrawal after that deposit but it got reversed. I also sent you a copy to your email address.

thank you

g2loks3, this is a transaction history, not a game history. Nonetheless, I see that you used a great number of various bonuses and I wouldn't be surprised if you accumulated your winnings with one of those and just didn't notice. Please forward the required information, otherwise, we won't be able to proceed with this case. Thanks.

Hi Kristina, good evening! Yes you’re correct that I did use various bonuses but that’s because of all the winnings I did. About the game history, I dont have any idea where to go to get access of that. I went in the casino site and the closest I found was my play history and that’s a lot of pages because it recorded my play by play history. I am willing to give you my log in and password for that site so you can see what I’m talking about. I will also attached some pages of my play history where I got some of my winnings.

Thank you

Those are just some of my winnings obviously I didn’t withdraw every time I won but I made sure I saved most of it. Thats how I accumulated all my winnings

hi kristina, I haven’t heard anything back from you. I hope everything is ok….

Thank you

Thank you very much, g2loks3, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello g2loks3,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear g2loks3

Please find below the response from the Grand Eagle Casino Team.

According to the notes on your account the Support Agents were informed via the Finance team that the winnings were won from a free bonus. A ticket has been logged with the backend team to get more insight on where your winnings came from as there is a lot of movement on your account of deposit winnings with loyalty winnings, reversals, and transfers.

I have asked for an ETA on when these findings will be sent through and am still waiting on a response from them. I will update this forum as soon as I have feedback

Regards

Janine Morton

Acquisition Operations Manager

Dear g2loks3

I have some good news. After digging deeper into your account the Support Agents agree and confirm that the winnings are indeed owed to you.

Please find below what needs to be done from your end according to the withdrawal of the winnings:

"The funds will be credited to the players account. They will have to initiate a withdrawal request and the winnings will be paid out according to their tier level."

Apologies for any inconvenience caused and I hope that the Casino will see you again in the near future.

Kind Regards

Janine

Hi Janine,

Before anything else I would like to thank you for your honesty and fast actions in resolving this issue. I have one last question, I just wanted to ask when the money would be credited back to my account? Because as soon as I finished reading your last message I went and logged in to my casino account but I still didn’t see the funds in there but again, thank you for taking care of this issue also thank you casino gurus (Kristina and Matej) for taking and helping solve this complaint. I hope to hear from you soon Janine.

Dear g2loks3,

Could you please confirm that you received the money, and we can close the case?

Dear g2loks3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions.

However, in this case, we assume we can consider this case resolved.

The player can reopen this complaint at any time.