Grande Vegas Casino - Виграш гравця обмежений.

 I have a dispute with the Grande Vegas casino. Hope you can help us solve this problem.

Grande Vegas casino refused to pay me 70 dollars.

I received a free $ 25 coupon from Grande Vegas Casino on my previous deposits. The coupon has a withdrawal limit of $ 180. I was not lucky. I have lost this coupon. According to casino rules, when less than one dollar is left on the account, the coupon rules cease to apply. All progress purchased in games is written off. Which is exactly what happened.

The system wrote off the coupon. I have 63 cents left on my account. Those 63 cents were allowed to withdraw.

I bet on this money. Please note on my last 63 cents. Which are not bound by any rules and obligations. I was lucky here. This last bet had a bonus. The prize game brought me $ 245.The managers of the Grande Vegas casino felt it was too much for me and decided to apply a coupon promotion to this win. I was paid only $ 180. The rest of the money did not immediately dare to write off, but returned to my account in the casino.

They probably wanted to see my reaction. Or somewhere deep down they realized that they were doing wrong

I made several bets on this money. And he put 70 dollars on the withdrawal. That was when he was refused.

My claim is $ 70, which I believe was debited in violation of casino rules

Question.

Why does the casino apply the rules of a coupon that has already been debited by the system?

I doubt the honesty and decency of this casino, the latest game is proof of this. I'm not sure if the software is honest. They stopped responding to my letters.

  I would like to receive a response from a casino representative. Why is my account not eligible to participate in tournaments? I cannot do this without your help. Please provide me this service.

I am ready to provide all the necessary information on this issue.

Dear Djamil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

This was my last win at this casino. I tried to get a fair solution. But all my attempts were in vain. On the contrary, I aggravated my situation. The software stopped working correctly. Slots began to slow down as with a bad connection. I am not allowed to download the casino to my personal computer. I understand that this casino is trying to get rid of me in this way. I sent you correspondence and documents

I would appreciate your help.

Yours faithfully Djamil

Thank you, Djamil, for your reply. I have checked general bonus terms and conditions carefully, and this is what I found https://www.grandevegascasino.com/terms-conditions:

"Any free money given without requiring a deposit, e.g. a No-Deposit Coupon, loyalty bonus, VIP bonus, vanity card, manager deposit, competition/tournament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of 5x the bonus given e.g. $50 given; max cash out = $250 (Random Jackpots are also included). This rule is also valid when a customer's balance is positive at the time of redeeming the non-deposit bonus. After redeeming the bonus, the rule will only be annulled after the customer's balance has reached $0 again."

That would mean that all the winnings accumulated from $25 free coupon have maximum cash out limit, no matter how low you go with your balance during the completion of bonus wagering requirements. Could you please advise if you have received any payment?

While my question is being considered, I want to tell you about my experience of playing in this casino.

Registered in May 2019. Received $ 50 No Deposit Welcome Bonus. Successfully fulfilled all coupon conditions. The system wrote off the funds exceeding the limit and after checking the documents, I received $ 180 without any complications. At the time of registration, there were no restrictions for my country, not for me personally.

I was very pleased that I found an honest casino. I really love slot machines and therefore I spend a lot of time playing. The best part for me is the competitive spirit, which is why I take deposit bonuses. Only due to the fact that they have the conditions for passing the bet. As soon as I fulfill the conditions of the coupon, my interest in the game disappears. And I bet on the conclusion. It doesn't matter how much.

 When I started to understand more about slots, I wanted to participate in the tournaments that the casino organizes for its clients. And then I ran into the problem of installing software on my computer. When contacting support, I received no advice on how to troubleshoot download issues. At that moment, I realized that the casino limits me. I do not receive even a third of the services they provide.

My attempts to understand this problem were not crowned with success. I just got more restrictions. Most of the games are not available to me. Slotted slots slowed down both in the browser and in the mobile version and stopped giving any winnings. If nothing changes soon I see no reason to continue playing at this casino.

This is the rhythm of all my games. Since November 2020, slots have stopped spinning for me. I just watch as my deposits strengthened by the bonus melt before our eyes.

I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

The biggest injustice is that the casino does not allow me to download their software, which is located on their home page. I am prohibited from using the bootable version. Although it is available to all users. Is this fair?

Can you help me solve the download problem?

About my complaint. You are not confused by the fact that at the time of my bet the coupon had already been debited by the system. The last 63 cents were allowed by the system for withdrawal.

When I request a withdrawal, I get paid $ 180. The rest of the money is not debited, but returned to my account.

And only at the next withdrawal request, the casino decides to debit them from the account

Could you please forward your cashier and bonus histories to petronela.k@casino.guru? Thank you very much in advance.

Unfortunately the casino does not provide betting history. There you can see at what moment the coupon is debited. This is what I have at the moment

If the system has made the write-off, I wouldn't even talk about it. And if the coupon was valid, I would have to bet $ 2,500 before requesting withdrawal. At the time of the bet, the coupon was debited

thanks for your help

Thank you very much, Djamil, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Djamil. 

It looks like the casino cancelled the coupon but not the origin of money. We understand that it might be confusing for you, but here we apply this logic.

Free coupons have limitations on withdrawals.

Even after the coupon's cancellation, it was the free money (you didn't deposit them), so the limitation should apply. 

The casino probably use the "under dollar rule" in cases where the player has mixed money (part of the money is his deposit and on top of that takes a free cash promo)

In your case because of this "under dollar rule," you didn't need to complete the wagering and that's a big advantage. I would be happy with the outcome.

Thank you for your care. I expected such a response.

   I would like to know about the bootable version. Wondering what the casino says about participating in tournaments? If Kazakhstan is accepted and there are no restrictions due to the country of residence, why can't I participate in tournaments held by this casino? How much do I need to lose in order for the casino to allow me to download the application to their computer?

Hello Djamil.

I am very sorry for the delayed answer. I am recovering from covid-19, and for some time I wasn't able to answer (covid hit me really hardly)

I don't know why you are unable to participate in tournaments. Why don't you ask the casino support?

HOW DO I SIGN UP?

Go to the Slots Tournaments section and follow the simple instructions. Choose a user name for you to be identified by in the tourneys section.

Some tournaments have an entry fee and some don't. Whether there is an entry fee or not, the tournaments basically follow the same rules.

Tournaments with no entry fee are called freeroll tournaments. Freeroll slot tournaments are a perfect way to get a lot of playing entertainment at no cost whatsoever!

Hi Matej Novota. I am sincerely sorry that you are sick. I hope this goes away without much consequence.

I have contacted support many times. They don't give me an answer. Tournaments are only available in the downloadable version. The download file given by the casino does not work. I perfectly understand that this is because of my place of residence. But why not tell me this directly. No, they come up with various crazy excuses. 

I need the casino to allow me to install their software on my computer. 

P.S.

Thank you for helping me, I wish you a quick recovery.

I would like to invite the casino representative into the case.

Could you please explain why Djamil cannot download and use the downloadable version of the casino? Could you help him somehow to be able to participate in tournaments?

Hi there, Matej,

Hope you are feeling better and fully recovered.

Djamil, we hope you are well, and we're happy to see you have won and were able to withdraw your winnings.

Regarding the tournaments and the download version, we know you are struggling for a long time to install it, we've seen your video and you should be able to install the download version. It should work on a normal windows desktop. However, due to your country and account status, you might be excluded from the freeroll tournaments.

Slot Tournaments T&Cs:

1. The Tournament Buy-In will be deducted from your Real Money account balance. Bonuses cannot be used for Buy-Ins to Slot Tournaments.

2. The Grande Vegas Bonus Terms & Conditions apply to the Slot Tournament Buy-Ins. If you use the playable balance originated from a no-deposit bonus to enter a tournament, the maximum withdrawal of 5 times the bonus will be applied to any tournament winnings.

3.If no deposit was ever made by the player before playing a Freeroll Tournament, only a maximum of 5 times the sum of the tournament winnings can be withdrawn.

4. Players excluded from redeeming bonuses cannot enter Freeroll Tournaments.

5. If you are disconnected from the system during tournament play, the following rules apply: If you are disconnected during play, the slot will not spin on your behalf. If you reconnect within the tournament time, you can continue playing in the tournament. If you cannot reconnect, your Win Box total will remain static, reflecting the amount at the time of disconnection.

6. In case a slot tournament is cancelled, the Buy-In will be refunded to the player account.

7. For selected tournaments Add-Ons are available. Prices, values and rake are variable and determined by Grande Vegas Casino. A maximum of 100 Add-Ons per player per tournament are available.

8. Freeroll Tournaments are only for depositing customers. If a customer has never deposited or hasn't made a real money deposit within the last three months, then they are ineligible for our Freeroll Tournaments and management reserves the right to void any freeroll winnings from non depositing players.

We would like to help you, however, there is not much more to say that was not said on other forums or by our support department.

If you need anything else, please feel free to contact us via chat or email.

Kind regards,

Grande Vegas Casino Representative

Djamil, I believe that the casino explained all. Let me know when you successfully install the casino software and I can close the complaint.

Thanks for the answer. I understand so can I download the bootable version? And I will succeed? Can I keep playing? I never asked for more than what is written in your rules.

Спасибо за ответ. Я понимаю так что я могу скачать загрузочную версию? И у меня получится? Мне можно продолжать играть? Я никогда не просил больше того что написано в ваших правилах.

It means that yes, you can use the downloadable version of the casino. However, you are not able to participate in free tournaments (but paid entrance tournaments should be available)

The casino already wrote you instructions on how to download the casino's downloadable version but in a different forum where you mentioned the problem or maybe in an email. 

No, I was unable to download the software to my computer. The operators are unwilling to cooperate. Give unnecessary advice. I don't think it is so difficult to download a file from the Internet. Unfortunately, operator boxes have become the norm.

PS

I have never received any additional instructions to install the software. Never and not where. What the representative of the lodges says.

Нет мне не удалось загрузить программное обеспечение на свой компьютер. Операторы не желают сотрудничать. Дают ненужные советы. Я не думаю что так сложно скачать файл с интернета. К сожалению лож операторов стала нормой.

P.S.

Я никогда не получал каких либо дополнительных инструкций по установке программного обеспечения. Никогда и не где. То что заявляет представитель лож.

Djamil, I tried it, and it was not possible to download the setup file with google chrome. However, I was able to download it with Edge.

Try this, and if it does not work, I will send you the file or share it for you.

Dear Matej.

Thank you for helping me with this issue.

I would be grateful if you could forward that download file to me. I hope that it opened for you and the boot version started. And it is in working order. I tried in every way to run the files provided by the casino. But all my efforts were in vain. I don't know who to believe anymore.

Уважаемый Matej .

Спасибо что помогаете мне в этом вопросе.

Я был бы благодарен вам если бы вы переслали мне тот загрузочный файл. Надеюсь что он у вас открылся и запустилась загрузочная версия. И она находится в рабочем состоянии. Я всякими способами пытался запускать файлы предоставленные казино. Но все мои усилия оказались напрасными. Я уже не знаю кому верить.

I apologize for the immodesty, but I have one more question for the representative of the Grande Vegas casino to which I want to get an answer.

Why did the slots stop spinning normally after the new year? I think that you have somehow limited the connection to the server. See for yourself. This is how the slot rotates. I think this is not normal.

Прошу прощения за нескромность, но у меня есть ещё один вопрос к представителю казино Grande Vegas на который я хочу получить ответ.

Почему после нового года слоты перестали нормально крутится? Я думаю что вы каким-то образом ограничили соединение с сервером. Смотрите сами. Вот так происходит вращение слота. Я считаю что это не нормально.

Hello Djamil.

Two times I tried to send you the file with the downloadable casino installation file. But there was a problem with the delivery (maybe because of the attachment), so I uploaded the file to wetransfer.com - please let me know if you successfully download it and instal the casino from this file.

Thanks a lot Matej. Thank you very much. Everything worked out. You have done in this short period what I have not been able to do for six months. I owe you. Thank you Grande Vegas Casino for giving me access to my favorite games.

Best regards Djamil

Большое спасибо Matej. Очень вам благодарен. Всё получилось. Вы сделали за этот короткий период то что мне не удавалось целых шесть месяцев. Я ваш должник. Спасибо казино Grande Vegas что предоставили мне доступ к любимым играм.

С большим уважением Djamil

Djamil, let me know if we can close the case or is there anything we can help with.

Matei. First of all, I want to express my gratitude to you for the help that you are rendering me.

I am grateful that you spend your time helping players who want to receive high-quality services described in the rules of the casino, but for some reason remain deceived.

With your help, I was able to install the downloadable version of the casino. But it turned out to be useless. I still cannot take part in the tournaments of this casino. I would like to know who is eligible to take part in tournaments? Just now I had a conversation with the operator. I was advised to make 7 deposits a day so that I could take part in paid tournaments.

Me

Hello myra

Who can take part in your tournaments?

I'm on your tournament page now. Who are tournaments for?

Mira

I can definitely check it out for you.

How are you, Igor?

Unfortunately, tournaments are not available for you

Me

Why?

Mira

Our tournaments are designed to increase the player's chances of winning. We only offer tournaments to players who find it difficult to win.

Your account is reviewed regularly and the more you deposit, the better your chances of being eligible for future bonuses.

Me

😀

Do you yourself believe in what you say?

Mira

yes, I am doing

Me

What options should my account have?

Mira

I would advise you to make healthier deposits

Me

How much?

Mira

Your account is reviewed regularly and the more you deposit, the better your chances of being eligible for future bonuses.

Me

How much do I need to deposit?

Mira

There is no specific amount Igor. You must match your deposits

Me

Am I not accommodating?

If there is no specific amount What then does not suit you?

Mira

Igor, your contributions must be permanent

Me

How often?

How often?

Is this a difficult question?

Mira

At least 7 deposits per day

Me

😀

Where is that written?

Mira

This is my advice

You asked me and I answered

Me

Are you suggesting that I lose 7 deposits a day?

Mira

I do not say that

Are we still in touch?

Since it seems that we are no longer in touch, this chat will be closed, but please come back to us if you need more help - we are here 24/7!

Here's what they answered. Is this fair to the player?

But the main thing that worries me is how the software of this casino began to work. With a good connection, the rotation of the slots is bad for me. There is a long delay. There is no way to press the stop. I'm sure it's the casino's fault. And this is done on purpose to increase the chance of my losing. The casino representatives do not want to explain to me the reason for the slowdown of the slots. I may not be allowed to take part in tournaments. I'll get over it. But the integrity of the software must come first. The provision of quality services should be primarily concerned with the staff of this site.

With great respect and hoping for your help Djamil

Matei. Прежде всего хочу выразить вам свою благодарность за помощь, которую вы мне оказываете.

Я благодарен что вы тратите своё время на помощь игрокам которые хотят получать качественные услуги описанные в правилах казино, но по какой-то причине остаются обманутыми.

С вашей помощью мне удалось установить скачиваемую версию казино. Но она оказалось бесполезной. Я по прежнему не могу принять участие в турнирах этого казино. Я бы хотел знать кто имеет право принимать участие в турнирах? Буквально сейчас у меня состоялся разговор с оператором. Мне посоветовали делать 7 депозитов в день для того чтобы я смог принять участие в платных турнирах.

Me

Hello myra

Who can take part in your tournaments?

I'm on your tournament page now. Who are tournaments for?

Mira

I can definitely check it out for you.

How are you, Igor?

Unfortunately, tournaments are not available for you

Me

Why?

Mira

Our tournaments are designed to increase the player's chances of winning. We only offer tournaments to players who find it difficult to win.

Your account is reviewed regularly and the more you deposit, the better your chances of being eligible for future bonuses.

Me

😀

Do you yourself believe in what you say?

Mira

yes, I am doing

Me

What options should my account have?

Mira

I would advise you to make healthier deposits

Me

How much?

Mira

Your account is reviewed regularly and the more you deposit, the better your chances of being eligible for future bonuses.

Me

How much do I need to deposit?

Mira

There is no specific amount Igor. You must match your deposits

Me

Am I not accommodating?

If there is no specific amount What then does not suit you?

Mira

Igor, your contributions must be permanent

Me

How often?

How often?

Is this a difficult question?

Mira

At least 7 deposits per day

Me

😀

Where is that written?

Mira

This is my advice

You asked me and I answered

Me

Are you suggesting that I lose 7 deposits a day?

Mira

I do not say that

Are we still in touch?

Since it seems that we are no longer in touch, this chat will be closed, but please come back to us if you need more help - we are here 24/7!

Вот что мне ответили. Разве это честно по отношению к игроку?

Но самое главное что меня беспокоит, это то как стало работать программное обеспечение этого казино. При хорошем соединении у меня плохо происходит вращение слотов. Идёт большая задержка. Нет возможности нажать на стоп. Я уверен что это вина казино. И делается это намеренно чтобы увеличить шанс моего проигрыша. Представители казино ни как не хотят мне объяснить причину торможения слотов. Пусть мне нельзя принимать участие в турнирах. Я переживу это. Но честность программного обеспечения должна стоять на первом месте. Предоставление качественных услуг в первую очередь должно заботить персонал этого сайта.

С большим уважением и в надежде на вашу помощь Djamil

This is how slots rotate. Everything is being done to reduce my already minimal chances of winning. The beginning of the game on the phone, the end on the personal computer in the downloadable version of the casino.

This is how slots rotate. Everything is being done to reduce my already minimal chances of winning. Начало игры на телефоне, конец на персональном компьютере в скачиваемой версии казино .

Due to the current circumstances, I would like to ask one question to the representative of Grande Vegas casino.

Just answer honestly. Should I keep playing at your casino? I don't expect any excuses. Only Yes or No?

В силу сложившихся обстоятельств я хочу задать один вопрос представителю Grande Vegas casino.

Ответьте только честно. Стоит ли мне продолжать играть в вашем казино? Я не жду каких либо оправданий. Только Да или Нет ?

Dear Djamil.

As I wrote before, based on casino terms and conditions:

You are not able to participate in free tournaments (but paid entrance tournaments should be available) (this rule is based on your country of residence)

If you have a problem with the games like in your video, consider playing in a different casino. I don't think that the impossibility to stop the spin for some time changes the RTP or chance of winnings, but I understand that it is frustrating.

Djamil, I a very sorry that you feel it this way.

1 - Slot Spinning delay - we don't know if every player has this experience, + it doesn't been that the chance of winning is decreased - the outcome depends on RNG, and the RTP should be the same.

2 - I don't know why this is not possible. But as I wrote before, the casino can choose who can enter the tournaments and who not. Here I give you an example: You are making a garden party, and it is up to you whom you invite. If you don't invite somebody, he can't complain because it is not your obligation to allow access to everybody. The same is with the casino bonuses or tournaments.

3 - I explained to you what I think it caused:

It looks like the casino cancelled the coupon but not the origin of the money. We understand that it might be confusing for you, but here we apply this logic.

Free coupons have limitations on withdrawals.

Even after the coupon's cancellation, it was the free money (you didn't deposit them), so the limitation should apply. 

The casino probably use the "under dollar rule" in cases where the player has mixed money (part of the money is his deposit and on top of that takes a free cash promo)

In your case, because of this "under dollar rule," you didn't need to complete the wagering, and that's a big advantage. I would be happy with the outcome.

I do not saw your log. So I can't be sure.

I wrote you the idea about changing a casino because you are like the 2nd class customer in this casino. You have limitation and cannot take all the bonuses + participate in tournaments. Don't you want to be treated like a first-class customer? This casino doesn't treat customers from Kazakhstan well, but there are lots of casinos out there that treat Kazakhstan customers well.

1. "Slot Tournament Terms and Conditions:

1. The tournament buy-in will be deducted from your real money account balance. Bonuses cannot be used for buy-ins to slot tournaments.

2. The Grande Vegas Bonus Terms and Conditions apply to slot machine tournament buy-ins. If you use your balance earned from the no deposit bonus to enter a tournament, a maximum 5x bonus withdrawal will apply to any tournament winnings.

3.If a player has never made a deposit before participating in a freeroll tournament, only five times the tournament winnings can be withdrawn.

4. Players deprived of the opportunity to use bonuses cannot participate in freerolls.

5. If you disconnect while playing a tournament, the following rules apply: If you disconnect while playing, the slot will not spin on your behalf. If you reconnect during tournament time, you can continue playing the tournament. If you are unable to reconnect, your Win Box amount will remain unchanged, reflecting the amount at the time of disconnection.

6. If a slot tournament is canceled, the buy-in will be refunded to the player's account.

7. Add-ons are available for selected tournaments. Prices, values and rake vary and are determined by Grande Vegas Casino. There are no more than 100 add-ons available for each player in the tournament.

8. Freeroll tournaments are for depositing customers only. If a customer has never made a deposit or made a real money deposit in the last three months, they are not eligible to participate in our freeroll tournaments and management reserves the right to void any freeroll winnings received from players who did not make a deposit. "

I do not see any restrictions for me and my country. In all respects, I can play both paid and free tournaments.

"2 - Slot rotation delay - we do not know if every player has such experience, + there was no case that the chance of winning decreased - the result depends on the RNG, and the RTP should be the same."

This is not a quality service delivery. The chance of winning is significantly reduced, there is no way to stop the spin at the right time. Catch a bonus symbol. Which I have used successfully before. Now this is practically impossible.

PS Don't you think that you find ridiculous excuses in favor of the casino? Your statements are contrary to common sense.

1."Условия и положения слот-турниров:

1. Турнирный бай-ин будет вычтен из баланса вашего счета реальных денег. Бонусы не могут быть использованы для бай-инов в слот-турниры.

2. Положения и условия получения бонуса Grande Vegas применяются к бай-инам турниров по игровым автоматам. Если вы используете игровой баланс, полученный из бездепозитного бонуса, для участия в турнире, максимальное 5-кратное снятие бонуса будет применяться к любому турнирному выигрышу.

3.Если игрок никогда не вносил депозит до участия в фриролл-турнире, можно снять только пятикратную сумму турнирного выигрыша.

4. Игроки, лишенные возможности использовать бонусы, не могут участвовать в фрироллах.

5. Если вы отключились от системы во время игры в турнире, применяются следующие правила: Если вы отключились во время игры, слот не будет вращаться от вашего имени. Если вы повторно подключитесь в течение времени турнира, вы можете продолжить игру в турнире. Если вы не можете повторно подключиться, ваша сумма Win Box останется неизменной, отражая сумму на момент отключения.

6. В случае отмены слот-турнира бай-ин будет возвращен на счет игрока.

7. Для выбранных турниров доступны дополнения. Цены, значения и рейк варьируются и определяются казино Grande Vegas. Доступно не более 100 дополнений для каждого игрока на турнир.

8. Фриролл-турниры предназначены только для клиентов, вносящих депозиты. Если клиент никогда не вносил депозит или не делал депозит реальных денег в течение последних трех месяцев, он не имеет права на участие в наших фриролл-турнирах, и руководство оставляет за собой право аннулировать любые выигрыши во фрироллах, полученные от игроков, не внесших депозит."

Я не вижу каких либо ограничений для меня и моей страны. По всем параметрам я могу играть , как в платных так и бесплатных турнирах.

"2 - Задержка вращения слота - мы не знаем, есть ли у каждого игрока такой опыт, + не было случая, чтобы шанс на выигрыш уменьшился - результат зависит от RNG, и RTP должен быть таким же."

Это не качественное предоставление услуг. Шанс на выигрыш значительно уменьшается, нет возможности остановить вращение в нужный момент. Поймать бонус символ. Что я раньше успешно использовал. Теперь же это практически не возможно.

P.S. Не кажется вам что вы находите нелепые оправдания в пользу казино? Ваши утверждения противоречат здравому смыслу.

Dear Djamil.

I checked the info about restricted countries for free bonuses (in the T&C, Kazakhstan is not listed), and I checked this info with the support as well, and they confirm that Kazakh players can play free tournaments. 

So I don't know why the casino excluded you (but still, they can do that, if they wish or they have some reason for it, it is their right)

But at least I ask the casino representative why this happened. 

The game spinning issue: I tried the game myself - I experienced the same thing but not all the time.

Still, the result is not based on symbols that you see there. The result is based on RNG. So it technically doesn't matter when you press the stop button or if you press it at all. Look at the video in slow motion, and you will see that the symbols are different after the weels stops. There are many articles about it, but you can check it, for example, this video: https://www.youtube.com/watch?v=1lP5e7wAhiA (time 6:00)

One more question Djamil, when did you make your last deposit? You need to deposit in the last 3 months to receive free bonuses or enter the free tournaments. (casino rule)

Hello Djamil, 

I am very sorry if you had a feeling that I am on the side of the casino or that I am defending them. I have no side, just you are complaining about something that we can't judge as unfair. I would be glad if you keep using our website. You can complain anytime when you will have some troubles and I or my colleagues we will do maximum to help you.

So, why you can't access the tournaments? I don't know. You should be able to access them. (support confirmed this info)

I suggested choosing a different casino because I was also unhappy about what the support wrote to you (about the bonuses). 

I sympathise with you in this matter. But I can't anyhow penalize the casino. We have strict rules which we follow (https://casino.guru/fair-gambling-codex-for-casinos)

If the casino didn't pay you or cheat you somehow, I would be fighting for you like a lion.

You are complaining about restricted access to the tournaments and that you can't stop the spins by clicking on the button. As I explained, I don't know why you can't play tournaments (I will ask the casino representative again). The fact that you can't stop the spins does not affect the spin's outcome. 

If you dislike these things, then you should choose a different casino.

Dear casino representative.

Could you please tell us why Djamil can't enter the tournaments?

Hi there, Djamil,

As we've mentioned before, you were finally able to install the download version and you can play a few tournaments, however, due to your country and account status, you might be excluded from the freeroll tournaments or limited to some of the tournaments.

The rules or specifications of the tournaments are different, maybe you are able to play some freeroll tournaments of a particular affiliate because they were set differently.

As you can see here in the T&C (We have highlighted it before):

4. Players excluded from redeeming bonuses cannot enter Freeroll Tournaments.

As you may know, you are also not able to redeem all the bonuses due to your account status, the same is happening in the tournaments.

We believe we've answered all your questions and concerns.

Wish you all a great week ahead.

Kind regards,

Grande Vegas Casino Representative

I beg your pardon, but how can I not understand who to believe me? And who is telling the truth.

Dear Matej claims that he spoke with online casino support and claims that Kazakhstan is not prohibited, that I have no restrictions on bonuses. I also did not find any restrictions in the rules regarding my place of residence and what would prevent me from freely using the bonuses that the loyalty program offers.

The dear representative of Grande Vegas refers to the rules and to the country of residence and claims that I am limited in receiving bonuses. However, he does not name the true reason for the refusal. Refers to the status of my account. But he does not explain the reason for the restrictions and how I can improve my situation. What steps do I need to take to gain access to at least one paid tournament?

A lot of words have been said. But there is no result.

Прошу прощения но я ни как не могу понять кому мне верить? И кто говорит правду.

Дорогой Matej утверждает что разговаривал с онлайн поддержкой казино и утверждает что Казахстан не является запрещённой, что у меня нет ограничений по бонусам. Я тоже не нашел в правилах каких либо ограничений касающиеся моего места жительства и что мешало бы мне свободно использовать бонусы, которые предлагает программа лояльности.

Уважаемый представитель Grande Vegas ссылается на правила и на страну проживания и утверждает что я ограничен в получении бонусов. Однако он не называет истинную причину отказа. Ссылается на статус моей учётной записи. Но не объясняет причину ограничений и как мне исправить свое положение. Что мне нужно предпринять для получения доступа хотя бы к одному платному турниру.

Слов сказано очень много. А результата нет.

Hi there, Igor,

First of all, this is the last time we'll reply to this complaint. The original complaint has been solved, and there is nothing else to discuss.

For months you were not able to install the download version, and Matej was really kind to help you out, despite all the attempts from our customer support department.

The only tournaments available, as you can see in the attached screenshot are restricted, and require a password. You should be able to see these tournaments, and if you are not able to see these tournaments, it's because they are not eligible for your account.

As explained before:

Our bonuses are designed to enhance a player's chance of winning. 

Your account is reviewed on a regular basis and the more you deposit the higher chance you have of qualifying for future bonuses.

The account status is defined by your bonus ratio percentage, and if you use too many bonuses, you will have a limited bonus choice or even become bonuses excluded.

Wish you a great day, and if you need anything else, please contact our customer support department, which is available 24/7.

Kind regards,

Grande Vegas Casino Representative

For several months I could not download the casino version because you forbade it to do it and you know it very well. All casinos in Kazakhstan operate without a license. You are not liable to clients in any way. Therefore, you know that you will always be right. All these proceedings are one big performance. You can interrupt my game at any time, which you have done more than once. You can make braking slots. You can change the RTR. I can prove it all. But only before that no one cares. You entered the platform of Kazakhstan not in order to provide high-quality services, but in order to attract third-party capital in any way possible.

And this was confirmed openly by Matej Novota:

"I wrote you an idea to change casinos because you are a 2nd class customer in this casino. You have a limitation and you cannot take all bonuses + participate in tournaments. Don't you want to be treated like a first class This casino treats Kazakhstan customers badly, but there are many casinos that treat Kazakhstan customers well. "

"If the casino didn't pay you or cheat you in some way, I would fight like a lion for you."

Matej I'm sorry, but I have to say it.

I do not see Lvov on the site, I see that cunning Foxes are gathered here.

В течении нескольких месяцев я не мог загрузить версию казино потому, что вы запрещали это сделать и вы это прекрасно знаете. Все казино в Казахстане работают без лицензии. Вы не несёте перед клиентами ни какой юридической ответственности. Поэтому знаете что останетесь всегда правы. Все эти разбирательства один большой спектакль. Вы в любой момент можете прервать мою игру, что вы проделывали не один раз. Можете сделать торможение слотов. Можете менять RTR. Я могу это всё доказать. Но только до этого ни кому нет дела. Вы вышли на площадку Казахстана не для того, чтоб предоставлять качественные услуги, а чтоб привлечь сторонний капитал любым доступным способом.

И это подтвердил открыто Matej Novota:

"Я написал вам идею о смене казино, потому что вы как клиент 2-го класса в этом казино. У вас есть ограничение и вы не можете забрать все бонусы + участвовать в турнирах. Разве вы не хотите, чтобы к вам относились как к первоклассному покупателю? Это казино плохо относится к клиентам из Казахстана, но есть много казино, которые хорошо относятся к клиентам из Казахстана."

"Если бы казино не платило вам или не обманывало вас каким-то образом, я бы дрался за вас, как лев."

Matej я прошу прощения, но я должен это сказать.

Я не вижу на сайте Львов, Я вижу что тут собрались хитрые Лисы.

This is how today Grande Vegas casino decided without ceremony to end my gaming session. I've done over a hundred spins and my balance hasn't changed. These are the moments when big wins happen. The slot was apparently going to give a big win. The casino felt it and decided not to risk it.

Вот так сегодня Grande Vegas casino без церемоний решило завершить мою игровую сессию. Я сделал более ста вращений и мой баланс не изменился. Вот в такие моменты происходят большие выигрыши. Слот по всей видимости собирался дать крупный выигрыш. Казино это почувствовало и решило не рисковать.

Dear Djamil.

You are twisting my words. I explained to you few times how the mechanics of games work. There is no such rule that if you lose 50 times on slots, then the big win must come. Each spin result is purely random and independent.

I wrote to you few times that the casino didn't do anything wrong.

You were unable to download a casino (but with a different browser, it was possible). You wrongly believe that you can predict the spin's outcome or affect the result by stopping the spin at the right moment.

I told you that if the casino did something wrong, we would fight for you, but the problem is that they didn't. 

What you wrote is not a complaint but a subjective review of the casino.

I am sorry, but we are not moving anywhere, and therefore we are rejecting your complaint.

You have the luxury to choose a casino. If you dislike this one, chose another.