GR88

VISA

Hi aburke86 - welcome back!

Before I can do anything to help you I need you to provide me the username and email address you use at GR88.

Thanks,

ThePOGG

My username is the same as my email address which is [EDIT]. Do you have an email address where I can send some supporting documents?

Hi aburke86,

Just to let you know that I've now managed to get hold of someone at GR88 and will hopefully have a response for you over the next week or two.

Thanks,

ThePOGG

I have not heard anything from GR88, have you received anything from them ThePOGG?

Hi aburke86,

I have had an extended conversation with GR88 about this issue. Unfortunately we do not see eye to eye. I've informed them that if I receive no further response from them by Monday the 6th of July this complaint will be closed as 'Found for the Player'.

ThePOGG

Thanks for sticking at it! Is it worth me trying to contact their regulator?

Have GR88 confirmed what percentage of the wagering I had completed?

Hi aburke86,

They've entirely ceased communication with me and haven't confirmed what percentage of the wagering you'd completed. 

Unfortunately this group of casinos is regulated by Cyberluck in Curacao. Cyberluck are one of the Master License holders that are entirely unresponsive to player complaints. You can certainly try submitting a complaint, but I wouldn't expect any response and I can say with certainty that they won't respond to any communications from this site.

ThePOGG

Okay, GR88 have had enough time to respond to this issue and as stated above I'm now closing this complaint in favour of the player.

The fundamental issues are;

1) GR88 display a wagering requirement tracker that does not track the wagering correctly for all bets placed. This resulted in the player thinking they'd completed the wagering requirement before they had.

2) Thinking that the wagering requirement was complete the player submitted a withdrawal request which rather than being paid was left at 'Pending' status for an extended period of them. 

3) When the player contacted the casino regarding the continued Pending status of their withdrawal the casino then enforced a term restricting the amount of time within which the player has to complete the wagering requirement for the bonus they received, seizing all winnings.

As far as GR88 are concerned they've done everything by the book. They have a term stating that the wagering requirement tracker is just a "loose calculation". They also carry a term stipulating the time frame within which the wagering requirement must be completed.

There are two significant issues with this argument;

1) Providing a tool to player then expecting them remember and defer to terms and conditions to disregard the displayed information isn't particularly good practice. This is akin to advertising an offer specifically to a country that is then restricted in the terms and conditions. 

2) Point 1 wouldn't necessarily be a deal breaking issue as long as the casino made reasonable effort to inform the player before this misunderstanding caused other infractions. 

Having discussed this issue in detail, GR88 openly state that this withdrawal will have been reviewed within 5 business days of submission and that they would have known at that point that the withdrawal would not be paid as the wagering requirement had not been met. However, GR88's payment team made no effort to convey this information to the player and instead left the withdrawal sitting at Pending status. 

There's absolutely no way that this type of practice can be deemed in any way acceptable. Misleading a player, then knowingly not informing the player of their mistake at the point where the player could take any action to rectify the problem in our opinion comes very close to entrapment. Given this groups knowledge of all of the above and refusal to change their position, this leaves us with no choice but to find this complaint in favour of the player and move GR88 and their associated venues to 'Not Recommended' status.

ThePOGG

Is the sentence above supposed to read: "Okay, GR88 have had enough time to respond to this issue and as stated above I’m NOW closing this complaint in favour of the player."?

Thank you for taking the time to write up my complaint and your decision, it seems GR88 are pretty intent on not paying my winnings despite what an independent mediator tries to explain to them.

I know this will not make a difference to the outcome here, but I have just forwarded you an email from GR88, sent Jan 2015 which states: "Your withdrawal was successful. The amount of 1800 £ has been transferred to the requested withdrawal option."

It seems this email that they sent was also misleading, was my withdrawal approved in January or not? If it was approved why was it never paid? If I had not met the wagering, why was my withdrawal approved? I guess we will never know the answers to those questions.

I have just spoke to Live Chat at GR88 and they have kindly sent me the bet history of my account there. It turns out I had completed over 96% of the wagering over a period of a week. I would happily wager the remaining £364 if they gave me the option to!

Again, I can't see this changing their decision, but it does show how ridiculous their decision is :(

Hi aburke86,

I completely agree - for the sake of less than £400 of wagering this has all the appearances of a group looking for reasons not to pay rather than a group that have a secure justification for their decision.

ThePOGG

GR88 casino mislead this player regarding their wagering requirement then withheld a withdrawal until after the bonus expired.

On 31st December 2014 I deposited £270 to GR88 Casino and received a bonus. I played over the holiday period, and during the first week in January the GR88 website said I had met all wagering requirements. I then requested a withdrawal of £1,800.
 
 On the 5th January I received an email from GR88 stating: “You Skrill withdrawal request was placed successfully”. I then waited patiently for my winnings. I waited patiently for several weeks but my withdrawal was never received to my Skrill account. In mid-March I emailed GR88 asking why I had not received my withdrawal, and they answered that I needed to send some documents. I think they could have asked for these documents earlier, and I am confused as to why they had emailed months ago that my withdrawal was placed successfully? Anyway I sent the documents and they were approved, I was told to wait a bit longer for my withdrawal.
 
 On 10th April I received a message from GR88: “Please be kindly informed that your withdrawal of 1800 GBP have been canceled [sic] because you haven´t completed your rollover in time, your balance is now adjusted, you may continue playing or make a new withdrawal”. When I questioned that the website stated that I had met the rollover I was told: “Please note that as per rule 7.17 of the T&amp;C of the website - Bonus calculator: Any onsite bonus calculator is a loose calculation of your bonus play as it pertains to completing roll over requirements to convert your bonus to real money. The calculator if used does not calculate the deduction of bets placed below the required odds or non-converting bets that are not allowed to be used in the calculation of your roll over play. All bonus conversion will be subject to the audit of the bonus audit team at GR88.com.”
 
 
 
 Their website stated I had completed wagering
 GR88 casino left my withdrawal as pending for 3 months, and chose not to inform me of the extra wager requirement until the bonus had expired
 GR88 have used this as an excuse to remove £1,934 from my GR88 account
 
 
 

GR88 - removed £1,934 from my account

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Reclamaciones PE

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Free Spins for Adding Card UK

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN

Neteller

SpinBetter Casino NZ

Bally CH

Aristocrat UK

Bank Transfer

New Casinos UK

Locowin Casino CA

Guides

Roulette CH

Fresh Casino PE

PlayNGo DE

Nuevos casinos PE

WinsRoyal Casino NZ

VIP Casinos

New Casinos IE

CasinoVibes Casino CA

Real Money ZA

Conquestador Casino CA

Bonos de Casino PE

Konami ZA

Turbico Casino

Affiliate Edge and retroactive term changes

Slots IN

NetEnt IE

Evolve Casino NZ

CasinoReviews PE

Gr88

Got a complaint about a gambling site?