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The Grand Ivy - Keeping my money

Ruling

Resolved - The operator has informed us that this issue has been resolved. The player is non-responsive to our requests for an update so we assume they've received their funds.

Read our The Grand Ivy Casino Review.

Player's Complaint

2 weeks ago I opened an account with the Grand Ivy Casino. I deposited £20 and received a £20 bonus. However, none of the machines would work for me. I spoke to 3 different people on live chat, sending screen shots, giving out all my personal information for identification as well via their live chat. They were no help whatsoever and they kept cutting me off. An hour of my time was completely wasted trying to sort the matter out. I then asked for the account to be closed and for them to just transfer my initial deposit back to me. The next day my account was locked and they demanded that I send them lots of Identity documents, including front and back of my driving license, front and back of my bank card and a utility bill. All this, just to have my initial funds returned because nothing would work! I am furious as I had to send them all the required documents and they still have not returned my funds. Whenever I email them, all I get is an email stating that the request is with the relevant department, or the other reply I receive is that the transfer has been done and to wait for up to 5 days for the money to be transferred bak to my card. I feel this is [EDIT], PLUS they have all my identity information. All the time I have wasted contacting them, sending screen shots, sending ID documents etc, I feel like I have been treated most unfairly and will need to contact the relevant authorities to report them for poor customer service, causing me unnecessary stress [EDIT].

Read the casino review

4 Responses

ThePOGG
April 10, 2019

Hi lady_isabella - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

ThePOGG
April 19, 2019

Hi lady_isabella,

I've spoken to the operator about this issue and they inform me that you have now been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG
April 26, 2019

Hi lady_isabella,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
May 3, 2019

Hi lady_isabella,

If we haven't heard from you by Friday the 10th of May I'll assume that you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

LADY_ISABELLA 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:

  • The Grand Ivy
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

April 10, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.