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Indeed, Grosvenor Casino’s Scottish operations manager Gavin Lee confirmed when asked that: “Unacceptable behaviour from customers is extremely rare in our clubs, but on those few occasions where it takes place, we don’t tolerate it and will bar customers if required.
Standing in front of a mixture of seasoned gamblers, casual players, party animals and lost souls, Victoria was forced to deal with anything the nightlife of Dundee threw at her face-on – literally.
We’re speaking two days after Victoria has resigned from her job as a senior dealer at Grosvenor Dundee. Two full years living as a “creature of the night” with her casino family has been enough for her.
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“I dunno what this says about my family, but when I was a kid, we used to play blackjack and I used to deal it as a joke, to my parents and my brother,” laughs Newcastle-born Victoria, now aged 24.
But unlike the hopeful punters coming into the Grosvenor casino on Dundee’s Marketgait to place a bet, Victoria wasn’t gambling.
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The player from Australia had their account reopened upon request while self-exclusion was applied to their account. The complaint was resolved. The casino explained that the player's self-exclusion was canceled because the player did not mention their gambling addiction at that time and the fact that it was the reason for them requesting a self-exclusion. The player was refunded the sum of all deposits made after reopening their account.
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The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
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The player from Germany had experienced difficulties withdrawing her winnings from Casinorex due to issues with the verification of her two different bank accounts used for deposit and withdrawal. Despite having provided legitimate proofs for both accounts, her winnings had been credited back to her gaming account. Later, her issue had been successfully resolved and her winnings had been transferred to her account.
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The player from Poland faced a delay in document processing that lasted for three months, despite multiple chat sessions with support agents who promised escalations. Additionally, emails to customer support went unanswered. The Complaints Team intervened by contacting the casino to clarify the verification issue, which led to the player receiving their winnings. The complaint was marked as resolved in the system after confirmation from the player.
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The player from British Columbia had requested withdrawals totaling 750.00 each on consecutive days, followed by account closure due to gambling addiction. Despite being informed that the funds would be processed in 3 business days, they remained in the queue, causing concern that the casino might withhold the winnings due to the account closure. The issue was resolved when the casino paid out the winnings after the Complaints Team intervened. The complaint was marked as 'resolved' in the system.
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The player from Germany faced issues with the casino not processing his withdrawal requests totaling 4,000 Euros, limited to 500 Euros per withdrawal. Despite multiple assurances from support, none of the three withdrawal requests had been processed after waiting for seven days. The issue was resolved when the player confirmed that the money had now been paid out. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for future assistance if needed.
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The player from Switzerland is questioning the casino’s license and demands his winnings from the casino. We closed the complaint because the player stopped responding.
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Take a look at the explanation of factors that we consider when calculating the Safety Index rating of DundeeSlots Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.
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