Total absence of support at GrandBay

[backjlack]

Hi,

on January 29 of this year, I reddemed 70$ worth of comps points at GB casino.

As expected the 70$ were credit to my bonus balance.

I played for a while and brought my balance to 426$. I was then surprised to discover that my whole balance of 426$ was now in the bonus account.

The bonus balance is supposed to go down as you play, not up when you win. I complained about this to support on three diferrent occasions now : CSRs agreed that something was not right, but they said only the relevant dept. (accounts, I think) could fix it. The problem is that things never got fixed, even after my third complaint : it just falls in a void as soon as it goes past support.

[GrandMaster]

http://www.ecogra.org/dispute.aspx?Page=3&OP=P

[I<3Microgaming]

This has happened to me too a while back. I remember people posting about similar things in the past. All I know is it's a common MG software bug, it's not Grand Bay's fault per se.

[vinylweatherman]

This has happened to me too a while back. I remember people posting about similar things in the past. All I know is it's a common MG software bug, it's not Grand Bay's fault per se.

The bug was introduced last November when MG fixed another bug in the bonus system. They have clearly known about it since January, but nothing has been done so far.
I have seen this before, and it seems to happen occasionally when you have busted out from a bonus without completing WR, and the next deposit onto your zero balance is a free chip (such as comp points at Grand Privvy). The bonus system then treats all wins as more bonus, and as far as I know you can never win cash.
It is bad that nothing has been done since January, but eCogra should get things moving - you should have gone there 14 days after the casino failed to address the issue. After 14 days, eCogra will take the case immediately, as they allow 14 days for the casino to put it right first.
Even if you phone, support is useless!

[backjlack]

I spoke with Melissa and now today with Mario at GrandBay and I really insisted with them on the importance of doing a follow-up on this, not just relay the problem to MG and forget about it. At first Melissa didn't appreciate at all my criticism of the lack of follow-up on my previous attempts at resolving this, but in the end I think she understood my point.

I am told today that the issue has been brought up to third-level investigation at Microgaming (meaning higher rank people are looking at it) and things should be fixed in a few days.

I must say it's very frustrating that Microgaming have shown themselves to be so innefficient at fixing a problem caused by a known bug.

Actually I must point out that my last session before redeeming the comp points was a winning one (I cashed out with a profit), so I most certainly did not have any uncompleted WR at the time I redeemed the comps, as suggested by vinylweatherman.

[jerrylee]

one first glance, this sounds like a player not reading bonus terms. hmmm maybe they're a wagering requirement and funds are temporary transferred into bonus balance, until requirements are met?
i'd like to see the bonus terms... anyone have the link?

[vinylweatherman]

one first glance, this sounds like a player not reading bonus terms. hmmm maybe they're a wagering requirement and funds are temporary transferred into bonus balance, until requirements are met?
i'd like to see the bonus terms... anyone have the link?

It's EZBonus (the original version). If the player cashed in (leaving a zero balance) and then redeemed $70 worth of comps then this $70 would be shown as bonus, and would have a WR of 30x (slots). Any time the balance went above $70 it should have shown as cash, and the original $70 shown as bonus would reduce to $60, then $50 etc as wagering continued. With the bug, ALL WINNINGS just got added to the bonus, as the system could not recognise $70 as the upper bound with there being no cash balance. This is actually worse than the normal form of the bug, which manifests when depositing onto a zero balance and finding some or all of the cash converted to bonus due to WR not having been comleted before busting previously. As terms state that WR does not carry if the player busts, this is clearly a bug.
This did not happen before last November, but there was another bug that was to the slight advantage of the player. No-one complained, but this one was fixed within 3 months of the introduction more widely of EZBonus. This bug has been complained about a fair bit by players, yet this is 6 months and counting with NO FIX from Microgaming - anyone see the difference in attitude into what is "important to fix" here?