Grande Vegas - denied cashout

Hi hisslv4ever,

While I understand your frustration I suspect that you don't have a case here.

While I agree with you in principal that casinos should make an effort to inform players of important changes to their terms and conditions and I agree that casinos should restrict via software behaviour that would break their rules, next to no casinos do this (I couldn't name any casino that emails players to let them know of changes to the terms and conditions and those that use a pop-up alert generally only say there has been a change, not what it is).

That being the case it would be absolutely unfair to criticise Grande Vegas for failings that they share with the rest of the market. It's certainly no grounds for a complaint.

Had this been a deposit bonus, where the rules had significantly changed between bonuses that had detrimentally effected the player I would have been inclined to discuss with the casino to see if they'd be willing to reach a compromise to keep the player happy (an extra bonus or something to that effect), but given that we're looking at a NDB you really haven't had anything at risk here.

Further to that, I can't agree with you regarding the terms and conditions - it's completely the player's responsibility to ensure they are familiar with the rules for any incentives they engage with.

This rule was a recent addition - that much I can confirm - but if your play took place any time after the term was added there really isn't anything I can do for you. Can you confirm when you claimed the associated NDB?

Thanks,

ThePOGG

i claimed the code on july 13 it was only for depositing players...and at least a pop up alert would have let me know i needed to read the terms again...and there are some casinos that will not give you the chip if you need to deposit. they arent rtg casinos though...i was aware of the rules as they listed them for the ndb which did not say the usual you cannot use two free chips in a row if your last transaction was a free chip please make a deposit before using this one or you will not be able to cash out...which is listed with almost every ndb the rest of the rtg market puts out of course they will still let you use the bonus but at least you have the warning and the choice. had i had this warning i would have deposited to ensure i could cash out if i won....if they want to be just like the crappy ones thats fine but at least the crappy ones give you that warning. thank you so much for your time have a great day!

i received the ndb at 7:44 am july 13th...i requested my cashout at 2:57 am july 14th....they updated their terms july 14th at 6:32

Hi hisslv4ever,

Can I ask where you're getting that information?

Thanks,

ThePOGG

my account history and the terms & conditions page said last update july 14 2014 6:32

Hi hisslv4ever,

In that case forward on screen shots of both to [email protected] and I'll discuss this with Grande Vegas.

Thanks,

ThePOGG

i sent them did you get them?

Hi hisslv4ever,

My apologies - your email came through on a family members birthday and as such I was busy and overlooked it.

I'll speak with Grande Vegas, but I'll be frank and say that I don't hold out much hope and given that this is a No Deposit Bonus I'm not going to be taking any action against them regardless of their decision. While Slotastic are a sister site to Grande Vegas, that doesn't mean the terms update occurred at exactly the same time and I'm far from convinced that they'll be happy to accept the Slotastic info as the case winning point. I think you're probably technically right, but repeatedly searching out NDBs isn't something I can really approve of. The majority of casinos do not like players doing this and having dealt with several cases surrounding RTG casinos, some players take this practice to extremes.

ThePOGG

no problem...thanks i appreciate you trying regardless of the outcome..

Hi hisslv4ever,

I have had a response from Grande Vegas asking for the details of the complaint, but since that time (nearly 2 weeks ago) I've not heard anything back even after chasing this several times. I'm going to pursue this for another week but if I don't get anything back I feel it's fair to assume that Grande Vegas aren't interested in further discussion.

ThePOGG

ok thank you so much for trying anyway i really appreciate it

Hi hisslv4ever,

I've tried approaching the other venues in this group about this issue and am hoping to hear something back shortly. If not I'll have to close this complaint as 'Found for the Player'.

Thanks,

ThePOGG

Hi hisslv4ever,

I've spoken to Grande Vegas about this shown the supporting evidence from both the Change Detection service at the other associated casinos and the 'Last Update' statement on Sloatastic's terms and conditions page. They've agreed that it's highly likely that your play took place a few hours before the term went live and as such have returned your winnings to your account.

I should point out to you that as $180 is the maximum allowed winnings from a No Deposit Bonus, as you already have $180 if you choose to play you cannot win any more.

As I mentioned earlier in the complaint, I'm personally wary of players who repeatedly claim NDBs. They are on offer and it is your right to claim them, but if you repeatedly claim these bonuses it's far more likely that you'll encounter problems down the line. In this instance you were dealing with a reputable group, but so many of these bonuses are on offer at less ethically minded casinos. I would strongly advise caution.

All the best,

ThePOGG

thank you so much..im not sure i understand though..they returned the money to my account is that because they want me to request my withdrawal again? or they still arent letting me withdraw the money and just returned it to my account so i can play it out? i fully understand the risks of using ndb's and try to follow all rules so that i can cash out if i win..thank you so much for all your efforts helping me i do truly appreciate it...i really think its very awesome that there is someone willing to help...

Hi hisslv4ever,

It means that you're free to withdraw up to $180, but no more than that. Grande Vegas has agreed the term was not in place at the time you played and as such has reversed their previous ruling.

Let me know when you receive your funds.

ThePOGG

wow ty so much...i will definitely let you know

actually in order for me to cash out $180 i had to have $210 for withdrawal as they charge $30 check fee...my balance when i originally requested my withdrawal was $247...if i request my withdrawal at $180 i will only receive $150 but im good with that...just thought you should know..thnx again have a wonderful day..

Hi hisslv4ever,

Thanks for letting me know. I'll mark this case as 'Resolved'.

ThePOGG

just wanted to let you know i got the email today saying they are sending my check for $150. ill let you know when i get it

I received my check today...I want to thank you sooooo much for your help...Its really awesome what you do for people...I also want to thank Grand Vegas for being the upstanding casino I believed they were..Its nice to know there is still a trustworthy place to play..Have a wonderful day!!!