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PlayGrand – Why won’t casino pay me ??!

Ruling

Resolved - A payment processing issue has been resolved and PlayGrand inform us this balance has been paid. The player is non-responsive so we assume they are happy.

Read our Playgrand Casino Review.

Player's Complaint

Well I have been playing at the casino for quite awhile probably deposited close to 4 or 5 grand, I won 12 grand played thru 10 thousand cashed out 2000.00 was asked for ID and something with my address so sent my bank statement which has my address, I'm told the withdrawal was accepted , then I get an email saying they need an alternate bank statement they don't process payments to tangerine bank. So I give them my direct deposit form from my People's trust account, which is a debit/credit prepaid service thru money mart that People's trust is the bank behind. Well they continue asking me for alternate statements so I send again, then they said they need a statement with my balance in account the currency of account, my name address, transit number institution number bank's address and name of bank. Well they don't provide statements with all that info on it I'm told by People's trust that they shouldn't need anything more than the routing number if its international transfer and then the direct deposit form. So I send that form and playgrand don't get back to me for days, they finally message again and say it's been accepted they need a swift code tho well Canada doesn't have SWIFT codes they have routing numbers so once again I send that I get a statekent/page of details from that account that have every single detail I was asked for including the routing number all the account information balance account number etc. Now it's coming up to 3 weeks soon since I've first asked for the withdrawal. I have cashed out at other casinos. Never had issues. My driver's license and bank statement should be enough to verify me not to mention the bank statement i sent them shows All the e transfers sent to gigadat everytime I deposited using e transfers which was every single time. You would think after all this and the amount I've spent in this casino they could at least return my emails in some sort of way other than asking for documents of which they have already received. It's ridiculous and I've even deposit More money probably a few hundred SINCE asking for this withdrawal and they still can't pay me the tiny little bit of money I'm asking for in comparison to the large amount I've pumped into this casino. Normally l Play on jackpot city and they have paid me everytime no problems or issues the only reason I play on play grand sometimes is cuZ of the e-transfer option which is convenient and now I'm feeling scammed and ripped off!! PPLEAASE HELP

Read the casino review

9 Responses

ThePOGG
Mar 19, 2019

Hi noodlez69 - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Mar 26, 2019

Hi noodlez69,

I've spoken with the operator about this issue. The payment processing company that they use requires them to provide a BIC/Swift code to process bank transfers. This isn't something they're going to be able to get round. While I understand that some Canadian based banks do not engage with the BIC/Swift codes system, having done some research others do. So, the first recommendation would be to contact Peoples Trust and see if they can provide you with a BIC/Swift code and if not, provide an alternative bank account that can provide a BIC/Swift code.

Can you contact Peoples Trust and let us know what you find out?

Thanks,

ThePOGG

ThePOGG
Apr 05, 2019

Hi noodlez69,

I'm following-up on the above - have you managed to obtain a BIC/Swift code?

Thanks,

ThePOGG

ThePOGG
Apr 15, 2019

Hi noodlez69,

I'm following-up on the above again?

Thanks,

ThePOGG

ThePOGG
Apr 23, 2019

Hi noodlez69,

If we haven't heard from you by Friday the 3rd of May I'll assume you've managed to resolve this issue and close this complaint.

Thanks,

ThePOGG

ThePOGG
Apr 30, 2019

Hi noodlez69,

Apologies. Your email responses were caught by our spam filter. I've followed-up with the operator for you now.

Thanks,

ThePOGG

ThePOGG
May 03, 2019

Hi noodlez69,

I've spoken to the operator and my understanding is that the payment was issued on the 29th of April. Can you please confirm when you've received payment?

Thanks,

ThePOGG

ThePOGG
May 10, 2019

Hi noodlez69,

I'm following-up on the above - have you received your funds?

Thanks,

ThePOGG

ThePOGG
May 17, 2019

Hi noodlez69,

If we haven't heard from you by Friday the 24th of May I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

noodlez69 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • PlayGrand
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

March 19, 2019