Grand Vault Casino review: Breach of contract

I became a registered user at the Grand Vault Casino on [protected], which operates as a sweeps casino. I purchased one of their Gold Coin Packages which provides the player with a large amount of gold coins, which can be used for recreational play only. The gold coins are basically worthless as they cannot be redeemed and have no monetary value, for someone who just wants to play their games for a long period of time, they do provide an entertainment value, however the majority of players at a casino are purchasing the packages for sweeps coins, which have a 1x playthrough and can be redeemed once 50sc accumulated for gift cards and if 100 are accumulated they can be redeemed for cash. The redemption amounts are 1swéep coin for 1usd. For my $29.95 purchase I received 50 SC as they offer a new player one time bonus. Luck was on my side that day, or so I thought, and I had a couple of nice wins and accumulated 850sc. I did the required identity verifications, and was told that everything had been approved and to expect my payout in 3 to 5 days. On 11-11-25, I had not received a payout, and my redemption on their site was still in a pending status. I sent them an email to see what the reason for the delay was. I received a response the next day 11-12 stating they didn't receive my home address verification, which they don't specify is needed when the id verifications are done, but providing the verification was easy so I gladly provided what they needed the following day 11-13. On 11-14 I received confirmation of receipt of the documentation and was again told to expect payout in 3 to 5 days. On 11-16 I emailed them back to ask if it would speed things up if I cancelled the pending redemption, and resubmitted a new one since it had already been 2 days and the pending redemption had not updated as I was told it would, They responded back to let me that it would speed things up, as the new redemption would immediately be approved while the old one would have to be manually updated. I submitted a new request for $800 leaving $50 available for later play. On 11-20 I emailed them back as the new redemption was showing as pending. On 11-26 I still had not received a response, and for the first real time began to do some research on the company. Upon reading some of their reviews on Trust Pilot I noticed that over the past couple of months , their ratings had begun to drop, and there were 20 to 30 people who had very similar issues as what I was experiencing, they had won a decent amount of money, and faced delay after delay until the company just quit responding. This concerned me for a couple of reasons. Obviously because I had won $800 and two they were knowingly not paying larger payouts while still actively soliciting for new customers. It became apparent they had no intention of living up to the terms of play as listed on their site, instead just collecting money from anyone who played. I immediately emailed them expressing my concern that they were engaging in the same practice in my case as they had with others, and that I would withdraw my agreement to arbitrate keeping my legal rights to sue them or bring a class action suit if they did not honor my redemption within 72 hrs. I received a response the same day, stating that they were expediting my case and I could expect payment within 72hrs, which of course was another lie. On 11-29 I emailed them again with my notice to opt out of arbitration, had left negative reviews on Trust Pilot and in a couple of gaming communities. In my reviews I did state that in the event they paid, I was reserving the right to update both my review and my rating. I also stated in 3 days I would escalate my efforts and file a complaint with the Delaware Atty. General where their parent company 247 entertainment llc was domiciled. I received no response and filed the complaint. I sent another email stating that my next step would be filing a complaint with the Ohio Atty General where I am a resident of they had not honored their contract by 12-10. I also stated that if they honored their contract I would gladly withdraw my complaints. 12 -10 came and still no response so I have filed a complaint with the Ohio Atty General, and am still awaiting a response. I again emailed the casino letting them know my next complaint will be with the Federal Trade Commission, and that at that time I will be seeking advice as to whom I would need to contact to file a criminal complaint as I believe at this point there was no doubt they were intentionally withholding payoffs, while still soliciting new business, which I believe is committing telecommunications fraud. To date I have not received a response since 11-26 and not received any money, despite numerous attempts to resolve the situation. I am still willing to withdraw my complaints if they simply would own up to their obligations and pay me my winnings. I will agree to this settlement up until 12-26 at which point I will file a complaint with the FTC, consult with legal council that specializes in class action lawsuits, and ask them to assist me with the filing of criminal complaints against anyone in the organization that was aware of and assisted with their scheme to defraud customers, as well as the management, and corporate officers as they are the people responsible for the actions of the casino.

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