GrandClub Casino - La cuenta del jugador ha sido cerrada.

Good morning, my name is Francisca. I created an account with GrandClub and deposited using my daughter's bank card, for which I am an authorized user on that account. However, the casino says I did not pass the verification and has closed my account and canceled all my balance! I need help, please.

Buenos días mi nombre es francisca me hice una cuenta con GrandClub y deposite con la tarjeta bancaria de mi hija cual en esa cuenta estoy de autorizada, pues el casino dice que no e pasado la verificación y me a cerrado la cuenta y anulado todo mi saldo!! Necesito ayuda por favor

Dear elmundoesmio2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found https://grandclub3.com/en/rules

4.Your warranties

4.1.By opening an account on our Website and by using our Website you warrant that:

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

 Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

I authorized my daughter's account which I have the right to use her card

Yo autorizada de la cuenta de mi hija cuál yo tengo derecho a utilizar su tarjeta

And when I deposited with my daughter's card, I informed customer service, and I already told you that I authorized the account from which I made the deposits.

Y cuando deposite con la tarjeta de mi hija se lo comuniqué a atención al cliente, y ya te digo que yo yo autorizada de la cuenta cual hice los depósitos

I am asking for a second verification since it was their mistake not to ask me for an account certificate, as I am the 2nd holder on my daughter's account. Please help me, since they are not even responding to me anymore.

Le estoy pidiendo una segunda verificación ya que an sido un fallo de ellos no pedirme un certificado de cuenta cual yo soy 2 titular en la cuenta de mi hija, por favor ayudarme, ya que ellos ya ni me responden

Dear elmundoesmio2014

• Could you please provide supporting evidence you are the beneficiary of your daughter's bank account?
• Have you provided such proof to the casino as well?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I just sent you everything by email and thank you very much, Tomás.

Te acabo de mandar todo por correo electrónico y muchas gracias Tomás

Thanks for your email.

Without proof from your bank you are the beneficiary of the bank account we might not be able to help.

Kindly provide adequate evidence otherwise we won't be able to assist you and the complaint will be closed.

Ok, I'll send you the bank receipts by mail.

Vale le mando los justificante bancarios por correo

Hello, I already sent you the documentation by email, any new information?

Hola ya te mandé la documentación por correo electrónico, alguna información nueva ??

Thanks for the provided information.

Could you please share with me your communication with the casino so we may review it? Send emails or chat transcripts of your recent communication with casino support to my email at tomas@casino.guru, or post screenshots here.

Could you please share a screenshot of the verification status of your player's account? I apologize for the inconvenience.

Dear elmundoesmio2014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.