The Grand Ivy— player complaints: 9 in English

I raised a complaint to grand ivy to explain that they had no adhered to safer gambling and through this I was able to spend thousands since 2018 and became addicted, since this I have received help and feel grand ivy should acknowledge and compensate they refused my complaint. I have a lot of information that's to much to put here can I please email you it all so you can help me ?

I have deposited over 40,000 since March and the last month over £5000 with no jp win. The Grand Ivy casino asked for proof of income and locked my account I sent several messages to complain and I was ignored my account still locked and no chance of winning money back.I used their private chat several times and was told to wait.The support team doing investiagtion do nothing.

Hi Pogg, The casino is GRAND IVY CASINO but can’t see it on your list. I signed up to grand ivy casino, spent about £240 and won £400. It’s been weeks and they haven’t verified anything or paid out my withdrawal, I didn’t even get an email saying I had made the withdrawal. I saw a few reviews saying the casino was terrible. I really want my payout. Can you please help. Thankyou

Waited since 25 April to release funds of £1345 Had every excuse under the sun, my bank was the problem (false) Their service provider was the problem etc etc etc. Not a phone number to call or even a complaints procedure. Thank you for your help Much appreciated. Stay safe

Made a withdrawl of £6400 with repeated chats for coming up to 10 days you keep telling me that the payment provider has had a technical problem and are working to resolve the issue. You have made no contact with me I’m chasing you everyday but keep getting told the same thing that’s it’s not your fault ? How is this not your fault I put my money on to your casino then blame other people for not paying I nervous this resolving is there is no need to withhold my payment. You also locked my account I would like to know why you would do such a thing after holding £6400 of someone’s money

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]

2 weeks ago I opened an account with the Grand Ivy Casino. I deposited £20 and received a £20 bonus. However, none of the machines would work for me. I spoke to 3 different people on live chat, sending screen shots, giving out all my personal information for identification as well via their live chat. They were no help whatsoever and they kept cutting me off. An hour of my time was completely wasted trying to sort the matter out. I then asked for the account to be closed and for them to just transfer my initial deposit back to me. The next day my account was locked and they demanded that I send them lots of Identity documents, including front and back of my driving license, front and back of my bank card and a utility bill. All this, just to have my initial funds returned because nothing would work! I am furious as I had to send them all the required documents and they still have not returned my funds. Whenever I email them, all I get is an email stating that the request is with the relevant department, or the other reply I receive is that the transfer has been done and to wait for up to 5 days for the money to be transferred bak to my card. I feel this is [EDIT], PLUS they have all my identity information. All the time I have wasted contacting them, sending screen shots, sending ID documents etc, I feel like I have been treated most unfairly and will need to contact the relevant authorities to report them for poor customer service, causing me unnecessary stress [EDIT].

The casino is actually the Grand Ivy casino but it isn't on the list. I was chasing a number for quite some time and bed a total of £3,600. When I eventually hit the number with £100 on it, the credit didn't hit my account. I confirmed with the dealer which was Paris at 11:17 on 18/03/19 and her manager confirmed the win and told me to contact customer support. I have sent them screen shots of the number being called, my chat with the dealer and my betting history which all corresponds, however, they still refuse to pay!

After being given a £20 no deposit code I managed by some small miracle to get up to £500. I played within the bonus betting limits and played through the bonus money. I'm a depositing player and spent a fair amount with them but never had a decent win. So this time I finally get something and they have confiscated £400 of the winnings. I spoke to live chat who refused to make a formal complaint for me. I asked for someone to call me numerous time which again was refused. The chat rep said it was casino discretion which I don't understand how they can confiscate it just because they feel like it. I'm a customer and have spent my money. That was my winnings and they have entered my account and account and touched my money without my permission. How is that legal when I had already cashed out so that's my property? It allowed me to withdraw so should be honoured because as far as I'm concerned after all I have spent and never won, that was my money and my property from my account which they tampered with.