So... two days ago I signed up to playgrand casino and deposited £150 and recieved a 100% welcome bonus using the link off gamblers den therefore had £300. I was playing away on slots and table games and hadn't realised that I had gone into bonus funds and been using higher than £5 stakes. I realised I had breached their rules and therefore at that exact moment contacted the live chat operator to confess I had accidentally used stakes higher than £5 and was I okay to continue or would it be forfeited. I was advised by their chat operator Billy that yes i had used higher than £5 stakes however I was okay to continue playing and to stick to the bonus terms from then on.

Which I did 100%, i completed wagering and the balance was transferred from my bonus balance to cash balance at which point I withdrew £1900. The withdrawl was pending until about 2 hours ago when I saw the withdrawl had gone and my initial £150 deposit was sat in my account balance.

I am absolutely disgusted. I immediately contacted the operator to be told in was in breach of their bonus terms and conditions by using a stake higher than £5. I have evidence and screen shots that I had contacted their support and was told I was ok to continue. At no point was I told my withdrawl may be sacrificed due to that otherwise what would be the point! I was specifically told I was okay to continue playing and just because I've had a large withdrawl they have decided to confiscate all winnings.

So I've made them escalate it further as I am not happy and I feel its completely out of order, only to be told I'll have to use email correspondence which could take 28 days each time!

What's everyone's thoughts on this?

Jimbo/craig help me please!!!

In addition to this, not only was I told by their operator I was okay to continue playing using the bonus funds but speaking with the operator tonight her justification for what has happened was "I have reviewed the chat with billy and yes he said you can continue using them however he also said withdrawals are pending for 48 hours for review"

That seems to be their "get out claus" however he didnt say that at all as I have the chat screenshot. And finally even at the point of me noticing I had used more than £5 stake there was no wagering complete and I actually wagered the whole bonus money after being told it was okay to continue in the correct manner.

Disgraceful way to treat one of their customers in my opinion!

Please help me jimbo/craig

Thanks guys

Hi Nick,

Jimbo and Craig brought this to my attention this morning, which effectively means it is fast tracked. I've reviewed the initial live chat, and I don't think the customer support agent was clear enough in his communication. As a result, we have decided to reverse the decision and I have requested the money to be added back to your account in due course.

Apologies for the confusion on this matter.

As a side note to yourself and all forum members/players, and I'm sure it goes without saying - but please do remain vigilant with bonus terms and bonus money.

Regards,

Jack.

Hi Jack,

That is fantastic news thank you so so much!! I really appreciate it.

Thanks jimbo/craig for helping me.