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The Grand Ivy – Withdraw Problem

Ruling

Resolved - This players has breached the maximum bet term while playing with a bonus. The player has accepted a good will gesture from the casino.

Read our The Grand Ivy Casino Review.

Player's Complaint

For the POGG authorities

I deposited 30 euros to Grand ıvy casino and ı got 30 more euros with the welcome bonus. To withdraw the 60 euros in my wallet, fırst i had to make that 60 euros a 1050 euros.Later i managed to make up to 1450 euros then i withdrawed 1100 euros but then i receded from my decision.I spoke with the live chat support and they approved my decision then i withdrawed 970 euros and i made the remaing 130 euros to 1000 euros again but the site took all the Money i managed to make from bonus cash(1850€) because of the 6th article(can´t bet more than 5 euros with the bonus cash)but i am quite sure that i didnt bet more than 5 euros with my bonus cash.They sent me my breakdown with 3 past spins but those spins dont make any sense because one of them is 9.37 euros and the other one is 12.51 euros which you cant bet that kind of amounts in slot machines and also when i check my own breakdowns from the site i cant see myself that i played on those hours infact it shows games after 1 hours when i exceeded the bonus limits.The site is accusing me for a game that i havent played with the reasons i sorted above.I would be really grateful if you can help me with my problem.I have solid evidences such as mails and chats and i also took a photo of my account breakdown.

With all my regards

[EDIT]

Read the casino review

2 Responses

ThePOGG
Oct 13, 2019

Hi manyokk - 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.

ThePOGG

ThePOGG
Nov 01, 2019

Hi manyokk,

I've discussed this issue with The Grand Ivy Casino.

At 20:28:37 server time on the 22nd of September you deposited 30 credits and received a bonus of 30 credits. This bonus came with a 35x(d+b) wagering requirement (2100).

At 21:15:30 you had completed 636.20 of the 2100 wagering requirement when you placed a wager of 11.45 credits, breaching the 5 credit maximum bet allowed while playing with a bonus and voiding your bonus contract. This bet was placed on Book of Oz using the 'respin' feature, accounting for the unusual bet size.

That being the case I'm afraid there are no ground for us to contest payment of winnings for you.

The operator informs us that as a good will gesture they have offered to pay you 150 credits, but that you have not yet responded to their offer.

Thanks,

ThePOGG

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Agreement

manyokk 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

October 13, 2019