Grande Vegas Casino - Η ανάληψη του παίκτη καθυστέρησε.

I have requested payment of my winnings from no deposit bonus after depositing. The casino disputes the subsequent free bonuses requested and APPROVED by their platform after the deposit. My question is obvious: why is it actually not allowed in the terms and conditions of the casino to request consecutive free bonuses when the system allows them to be claimed? In this case, a message should appear advising the player that he must deposit in order to claim that particular bonus, as is the case at all casinos of the RTG. This fact I consider illegitimate because it deludes the player of being able to take advantage of consecutive free bonuses not finding any technical impediment in the application phase.

Ho richiesto il pagamento della vincita conseguito tramite bonus senza deposito dopo aver depositato. Il casinò contesta i bonus successivi gratuiti richiesti ed APPROVATI dalla loro piattaforma successivi al deposito. La mia domanda è ovvia: come mai nei termini e condizioni delcasinò effettivamente non è ammesssa la richiesta di bonus gratuiti consecutivi quando invece il sistema permette la loro reclamabilità? In tal caso dovrebbe comparire un messaggio dove si avvisa il giocatore che deve depositare per poter richiedere quel determinato bonus, così come avviene su tutti i casinò della RTG. Tale fatto lo reputo illegittimo perchè illude il giocatore di poter usufruire di bonus gratuiti consecutivi non trovando alcun impedimento tecnico in fase di richiesta.

Dear Nemokid,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Nemokid,

Have you received your withdrawal from the casino yet?

Hi Kristina,

unfortunately not! The review I asked for was unsuccessful.

Ciao Kristina,

purtroppo no! La revisione che ho chiesto non è andata a buon fine.

Thank you for your reply, Nemokid. I checked the T&Cs and I found this:

"23. Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings."

I am sorry but the casino has the right to confiscate your winnings if you activated multiple free chips in a row. Casinos rarely have this enforced on a software level, therefore we cannot penalize them as long as such rules are stated in the terms. I can only recommend that you always read the bonus T&Cs thoroughly to avoid situations like this in the future.

Please, let me know if there is something else I could help you with or if I have overlooked something, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

I have been playing online for over 15 years and I can guarantee you that 90% of all casinos with RTG platform apply blocks to the software as regards the codes, not allowing the player in violation of the rules not to be able to redeem them, I believe the the fact that this casino will allow invce their reclaimability by violating their own terms and conditions. In my humble opinion it should be the responsibility not only of the player but also of the casino to avoid such embarrassing situations. If you cannot redeem no deposit bonuses consecutively why do they allow them to be redeemed via the platform when technically it is possible to avoid all this?

Gioco on line da oltre 15 anni e ti posso garantire che al 90 % tutti i casinò con piattaforma RTG applicano a livello di software dei blocchi per quanto riguarda i codici non permettendo al giocatore in violazione delle norme di non poterli riscattare, reputo non corretto il fatto che tale casinò permettà invce la loro reclamabilità violando i loro stessi termini e condizioni. A mio modesto parere dovrebbe eseere responsabilità non solo dle giocatore ma anche del casinò evitare tali imbarazzanti situazioni. Se non si può riscattare dei bonus senza deposito consecutivamente perchè permettono la loro riscattabilità tramite piattaforma quando tecnicamente è possibile evitare tutto questo ?

I am sorry, Nemokid, but as I explained earlier, in this case, we cannot penalize casinos for confiscating your winnings. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.