Hello, they told me to send the documentation and send it to you and it was correct that in 48 business hours I will have the deposit, then they leave me saying that in one week the week is fulfilled and now they tell me that they are not going to send me my money because it is I have several accounts, but when I deposited, they took the deposit and I didn't notice they had another account.

Hola me dijieron q mande la documentación y se las mande y estaba correcta q en 48 ha hábiles iva a tener el depósito después me salen diciendo q en una semana se cumple  la semana y ahora me dicen q no me van a enviar mi dinero porque resulta tengo varias cuenta pero bien cuando yo deposite me tomaron el depósito y no se fijarnos tenian otra  ccuenta .esto es una estafa no jueguen más a mi me estafaron 4094 dolares

Dear Hugo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would suggest checking our article regarding verification and duplicate accounts http://www.kpvfaw.com/fair-gambling-codex-for-casinos#duplicate-accounts:

?In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are generally annulled."

Are you aware of opening more than one account in this casino? Have you redeemed a welcome bonus with more than one account? We believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected. In the meantime, each case should be considered separately. 

Thank you in advance for your reply.

Best regards,

Petronela

Dear Hugo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, what I see that they accept the deposits and later when one wants to withdraw the Money. They cheat saying that you have several accounts they told me that they blocked my account and I played 904 dollars as it is if it is blocked, I could not play. They are jets

Hola yo lo que veo q ellos acepta los depósitos y después cuando uno quiere retirar el Dinero. Estafan diciendo q tenes varias cuenta me dijeron q me bloquearon la cuenta y jugué 904 dolares como es eso si esta bloqueado  nno podría jugar .son unos chorros 

Thank you very much Hugo for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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 Hugo,

I contacted the casino, so hopefully we will receive some explanation soon.

We would like to ask the Grand Mondial Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

If I kept depositing, they would continue to collect. Ivan did not know that he had two accounts if they even told me that one can do it by mistake. And as I said before I had the account blocked and they let me play 904 dollars. They are thieves

Si yo seguía depositando .ellos Iván a seguir cobrando .No se Iván  aa fijar q tenia dos cuentas  ssi hasta ellos me dijeron q uno lo puede hacer por error. Y como dije antes tenía la cuenta bloqueada y me dejaron jugar 904 dolares.son unos ladrones

I've just spoken with our Risk Management department - they have now emailed the player.

Cheers 

Casino Rewards

Thank you Casino Rewards!
 

Hugo, could you please confirm you've received an email? Was your issue resolved?

Hello, I only received an email saying if I wanted to play with my new account. What I claim is my 4904 dollars that were stolen from me. they cheat you because they let you deposit everything you can and then they don't pay you the prize

Hola sólo recibí un correo  diciendo  ssi quería jugar con mi nueva cuenta.yo lo q reclamo son mi 4904 dolares q me robaron.porque no me dijeron del principio  qq no me Iván pagar me isieron esperar como  12 días y después  me salen diciendo eso.te estafan porque te dejan que uno deposite todo lo q vos podes y después no te pagan el premio

The email sent can be found below. The player's deposits were refunded. 

Cheers

Casino Rewards

===

Hola  XXXX XXXXXX,

Tenga en cuenta que debido a un problema técnico hubo un retraso en el reembolso de sus depósitos. Confirmamos que sus depósitos ($ 20) han sido devueltos a su Mastercard xxxx5509 y aparecerán generalmente dentro de las 48 horas.

Saludos cordiales,

Please note that due to technical issue there was a delay in refunding your deposits. We confirm that your deposits ($20) have been refunded back to your Mastercard xxxx5509 and will appear usually within 48 hours.

Kind Regards,

Christian

Risk Management

Casino Rewards 

Hello good night I am not asking for alms so that they return the money that I deposit I already made the payment of the summary and it was already invoiced I only ask for my 4000 dollars that I had to deposit and I won it in good law. The other 904 dollars not because I lost it when I supposedly had the account blocked I do not understand how it can enter if it was blocked

Hola buenas noche yo no estoy pidiendo limosna para que me devuelvan  eel dinero que deposite yo ya hice el pago del resumen y ya estaba facturado solo pido mis 4000dolares q me tenían q depositar y lo gane en buena ley. Los otros 904 dolares no porque lo perdí cuando supuestamente  ttenía la cuenta bloqueada no comprendo como puede entrar si estaba bloqueada

Sorry I don't understand the question. If you have questions regarding your account, you're welcome to email risk management who will be able to answer them. 

Cheers

Casino Rewards

You sent me an email saying that Ivan will refund the money that I deposit to my mastercars card number 5509. I do not want alms I want my 4000 dollars that I earn in good law they do not have to be so shameless. The truth is about 25 days ago I'm crazy because of you who cheated on me I had that money

Ustedes me mandaron un correo  diciendo  qq me Iván a reembolsar el dinero  qque yo deposite a mi tarjeta mastercars numero 5509 .yo no quiero limosna quiero mis 4000 dolares q gane en buena ley no tienen q ser tan sin verguenza .la verdad hace como 25 días q estoy como loco por culpa de ustedes que me enga?aron yo contaba con ese dinero

Hello Hugo,

I privately discussed your case with Grand Mondial Casino representative and unfortunately, they are not able to share any details with Casino Guru. In this situation we both recommend you to contact eCOGRA - https://www.ecogra.org/ata/. eCOGRA works as a regulator for Grand Mondial Casino, so their decision is binding for the casino.

Please, let me know in your next reply if you decided to contact eCOGRA, so we can continue resolving this complaint accordingly.

Hello, good morning, thank you for your attention. Ready that they do not pay me anything. They are a few cheeks you notice because they are going to return the deposit that I made. And I did not earn it thanks and very kind for your attention

Hola buen día gracias por su atención. Listo q no me paguen nada .son unos caraduras fijese usted porque me van a devolver el depósito q ice yo .Y no lo q gane gracias y muy amable por su atencion

Hello Hugo,

Please, would you be so kind and let me know if you contacted eCOGRA or not? And if not are you going to try this option?

Thank you!

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions in the given time frame. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.