GR88 - removed £1,934 from my account
Found for the Player - GR88 casino offer a misleading wagering tracker, then knowing that the player hadn't completed the required wagering requirement and without informing the player of the issue, held the player's withdrawal at Pending status until the allowed time for completion of the wagering requirement had expired.
This complaint has resulted in GR88 and associated venues being moved to 'Not Recommended' status.
Read our GR88 Casino Review.
On 31st December 2014 I deposited £270 to GR88 Casino and received a bonus. I played over the holiday period, and during the first week in January the GR88 website said I had met all wagering requirements. I then requested a withdrawal of £1,800.
On the 5th January I received an email from GR88 stating: “You Skrill withdrawal request was placed successfully”. I then waited patiently for my winnings. I waited patiently for several weeks but my withdrawal was never received to my Skrill account. In mid-March I emailed GR88 asking why I had not received my withdrawal, and they answered that I needed to send some documents. I think they could have asked for these documents earlier, and I am confused as to why they had emailed months ago that my withdrawal was placed successfully? Anyway I sent the documents and they were approved, I was told to wait a bit longer for my withdrawal.
On 10th April I received a message from GR88: “Please be kindly informed that your withdrawal of 1800 GBP have been canceled [sic] because you haven´t completed your rollover in time, your balance is now adjusted, you may continue playing or make a new withdrawal”. When I questioned that the website stated that I had met the rollover I was told: “Please note that as per rule 7.17 of the T&C of the website - Bonus calculator: Any onsite bonus calculator is a loose calculation of your bonus play as it pertains to completing roll over requirements to convert your bonus to real money. The calculator if used does not calculate the deduction of bets placed below the required odds or non-converting bets that are not allowed to be used in the calculation of your roll over play. All bonus conversion will be subject to the audit of the bonus audit team at GR88.com.”
- Their website stated I had completed wagering
- GR88 casino left my withdrawal as pending for 3 months, and chose not to inform me of the extra wager requirement until the bonus had expired
- GR88 have used this as an excuse to remove £1,934 from my GR88 account
the casino review
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