Bonus Complaint Grand Mondial (Casino Share) made bonus acommodations then renigged w/out telling me

[kixxumass]

Hello fellow meisters,

I am posting this complaint because I feel that this casino handled this situation inappropriately. I am an easy-going person and hardly ever
complain about customer service, but I feel that a casino I play at on a regular basis should try to acommodate me if I make a reasonable request, and if they do, it only further strengthens my trust in them, my faith in their abilities as customers service proffessionals, and reinforces my opinion of their credibility. It also reflects my opinion on how a casino should build up a good reputation as an online business entity.

I expect any casino that i am pumping my money into, to recognize the fact that I am doing just that- pumping my money into their casino, along with all of it's other players and therefore; should always do their best to acommodate their players, especially if they are designated by the casino as a VIP,and they should always have the players best interest (being satisfied) at heart, or at LEAST act like they do, if anything. If a casino doesn't appreciate my loyalty or displays to me that my patronage is not valued, it slightly offends me and leaves an unpleasant impression on me, and ultimately, will probably result in me not depositing there in the future, which turns out to be the case here, with Grand Mondial and Casino Share.

I don't know about anyone else, but if my livelyhood soley relied and depended upon revenue generated by the funds my customers have supplied my business with, I would take every measure possible to ensure that I retained these customers and that they are content; I would not want to do anything to jeopardize that source of revenue, because without it, would only result in a financial reduction that could potentially have an impact on my business in the future or affect me personally; most companies who rely on this type of generated revenue, I'm sure would certainly agree. However, online casinos seem to be the only ones who don't. (based on the complaints I have read from players about other casinos, and luckily I haven't had the unpleasant experience of being totally screwed by a casino, as some others have)

The only reason I have come directly here to post this complaint instead of trying to rectify it in private with the casino rep/affiliate here at the casinomeister forum is because I am told by the live chat agent not to bother, because apparently, according to him, the casino rep was present
and already sided with the casino.

And here is a post of that chat:



Welcome to Casino support live help, one moment please for world-class service

Jason: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jason: will be assisting you, how could I be of service...

Vgmr00577xxx: Hi, this is an exerpt from the live chat i had with George yesterday, about changing my weekend 25% deposit bonus to weekdays instead, and he granted the 25% bonus match on my deposit yesterday, and told me to come to live chat when i deposit for any bonus's, and i made a deposit a few hours ago, but the bonus didnt show up and there was no way to claim it, then i remembered he said to check with live chat, here's the exerpt from that chat we had:



George: hi there gina, what seems to be the problem?


Vgmr00577xxx: hi george..i work at the hospital 3 days straight,
i sleep there during sleeping hours,
i go in on friday and dont come home til monday...
unless for some reason i happen to come home early,
or dont go into work for one reason or another,
i will never ever be able to deposit on a weekend,
so you are rewarding me for being a reg player,
but its like getting nothing at all,
since i can never claim the weekend bonus

Vgmr00577xxx: can you put in a request to make my bonus for
3 days during the week? i dont care which 3 days,
since i dont work weekdays

George: i will do that

George: i will add a $7.5 comp for this deposit.
i will be in touch with promotions department and request they change the days of your promotions to week days, we will change this days for you
and i am sure promotions won't have a problem to do this
but for future reference in order to avoid confusion have a quick
look into your email box to check if you are elegible for any match
bonuses or just contact us before you deposit

George: so i will add your 25% match bonus on the $25 deposit that you made

Vgmr00577xxx: ok, i appreciate that... thank you George thank you very much

George: not a problem
we want happy costumers here
we work for you all the time

Vgmr00577xxx: thank you so much
George: you'r welcome


Jason: Okay, I got the just of it.

Vgmr00577xxx: so can you please apply the 25% bonus to my last deposit please?
Vgmr00577xxx: hahaha
Vgmr00577xxx: ok

Jason: Unfortunately we cannot change your weekend match to the weekday as this messes with our systems.

Vgmr00577xxx: ok, did you look at the chat?, George said it would be
Vgmr00577xxx: he said to come to live chat when i deposit to claim

Jason: We gave you a bonus as a once off thing, and cannot keep doing it unfortunately
Jason: Yes, he said that he would query this with the Promotional manager, and the manager said no

Vgmr00577xxx: what? why wasnt i told this?
Vgmr00577xxx: and WHY did he say it wouldnt be a problem, ?
Vgmr00577xxx: had i known that, i wouldve deposited elsewhere, which is what i will do now.

Jason: He said that he would ask and doesn't think that there would be a problem, but there is and you cannot have it.

Vgmr00577xxx: dont be rude about it, what the heck? im a player, dont treat me like a peice of dirt

Jason: I am not, I am just informing you of what was said about your situation, may I ask where I have been rude to you?

Vgmr00577xxx: so you'd rather lose the consistency and business of a regular depositing player, rather than accomodating me? ...thats crazy...i see where your priorities are...
Vgmr00577xxx: i have no idea why your listed with casinomeister

Jason: I do not make the rules, I just inform you as to what they are.

Vgmr00577xxx: but i'll contact mario over there and let him know how you guys do business

Jason: We cannot change the rules for one player, regardless of their situation.

Vgmr00577xxx: ya i know, i'm not blaming you Jason
Vgmr00577xxx: i just think you couldve stated it a little less harshly

Jason: Mario is here, and just told me to inform you of this as well.
Jason: Unfortunately it is out of his hands as well.
Jason: How, where was I harsh? Please do tell me, I am sorry if I came off like that, but I feel that I have been very polite

Vgmr00577xxx: ok, well then i wont play here anymore...sorry it came to this'
Vgmr00577xxx: have a good night anyway

Jason: So am I.
Jason: Good bye.
Chat session has been terminated by the site operator.



I don't know, maybe it was just me, and I realize that text can be misconstrued and not a viable way of interpeting one's attitude, but the way he seemed to present this information to me seemed a little unpersonable, not very friendly, he seemed short, abrupt and kinda cocky. I don't know, maybe it was my interpetation. But what i DO know... is that I am a loyal and frequent depositor at both Casino Share and Grand Mondial, and have made a simple request, in which George could have simply declined. But he chose to
give me the bonus, which was on a weekday, not the weekend, so by doing that, only indicated to me that it can be done, apparently they are just choosing not to. It's fine that the casino uses their descretion when determining these types of things, but i don't think that they should have given me the bonus at all, and waited to hear back from promotions on whether or not to change it, and if they determined that they would not be accommodating me, then i feel they should have at least emailed me with that decision. I received nothing from them at all regarding the denail of my request, and had to find out about it only AFTER making my deposit, and obviously they had made a decision, because from what Jason said, the promotions dept said no- at that point, whenever that decision was made, an email should have went out to me informing me so... don't wait for me to make a deposit, then tell me, ... because George left the impression that this would not be a problem, and based on the fact that he even gave me the bonus that day as well, and the fact that i had not received an email informing me otherwise, i had absolutely no reason to think this had been denied. Had i known this, i could have decided to play there anyway... or chosen another casino for that day if i wanted to play with a bonus, but that kinda upset me that i didnt know anything about this until after i deposited. and the way he threw Mario the casino rep into the mix like that, seemed a little odd, and to be honest, i really didn't feel like playing there after that.


Just to show you how i went to live chat before i deposited to make sure
i would get a bonus here is a copy of that chat: (as you can see, this agent doesn't really seem to have correct information, and as i expected, after depositing, i went to live chat to claim the bonus and it was denied)

info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service

Hansley: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Hansley: will be assisting you, how could I be of service...

me: hi can you please tell me what my grand mondial account number is?
me: i am playing from my laptop not my usual computer

Hansley: One moment please while we look into the matter for you?

me: sure

Hansley: Please may we ask you to first confirm the following personal details for security reasons.
Hansley: Full name
Hansley: Email address
Hansley: Date of birth
Hansley: ZIP / Postal Code
Hansley: Deposit method

me: also, i was told on my next deposits i get a 20% bonus is that correct?

Hansley: who said that?

me: name: sensored, sensored@netzero.net, 10-23-19XX. 85281 visa... uh, if you look up my very last chat session a few days ago you'll see

me: i cant remember his name
me: it was something regarding a 20% bonus up to $200 or something

Hansley: sorry wrong info

Hansley: Vgmr00577xxx

me: thanks

me: ok, is there any bonus at all on my next deposit? can you look up that chat and see what he did tell me


Hansley: when was the last chat?

me: just a few days ago....
me: you should have record
me: it was actually something the manager said

Hansley: you are eligible for 25% up to 200 in purchases

me: yeah, thats what i was told, so they were not incorrect?

me: so do i get that now if i deposit?

Hansley: ok

me: ok what?

Hansley: Is there anything further I can assist you with?

me: do i get the bonus or not?

Hansley: have you claimed?

me: i havent deposited yet, im doing that now, thats why i needed my acct number

Hansley: make sure you claim

me: ok when?

Hansley: you do get a bonus as soon as you have claimed and the system processes it

me: how come you said that the info was incorrect?
me: you said, "sorry wrong info"

Hansley: you had the wrong info about the bonus

me: no, it was right...i was off by what? 5%?

Hansley: my mistake then

me: so i DO get a deposit bonus right?

Hansley: yes as soon as you have deposited

me: do i claim after i deposit, or before ?

Hansley: you claim after you have deposited

me: and what are the wager requirements?

Hansley: http://www.grandmondial.com/BonusSystem.aspx for all info

me: ok thanks



I will no longer play here unless they rectify the situation, It hurts me to think
all this time I have been playing there, my frequenting their casino meant nothing to them, rather than acommodate a small amount of a bonus, they would rather let that player walk away and lose all future business from them,
and trust me, all further deposits i would have made as an ongoing player would have far exceeded the amount they would have dished out for this bonus. you'd think that would be incentive enough for them to just give me what i was practically promised and keep me happy, but apparently they really don't care.

[Alexishot69]

to be learnt in this is that id guess 99% of casinos/oker rooms dont give a damn about the person its a business and the £/$ is the important part.However having read that above i am at a loss to explain why they would treat anyone like that at all especially a regular depositor the kind of guy that keeps casinos going..I can honestly say th eonly place ive been treated with any sort of respect was 32red

[kixxumass]

Originally Posted by Alexishot69

to be learnt in this is that id guess 99% of casinos/oker rooms dont give a damn about the person its a business and the £/$ is the important part.However having read that above i am at a loss to explain why they would treat anyone like that at all especially a regular depositor the kind of guy that keeps casinos going..I can honestly say th eonly place ive been treated with any sort of respect was 32red

"its a business and the £/$ is the important part." <<<< That's why I don't understand how they can treat a reliable, loyal , regular depositing player in the way they have done with me, not that i condone that sort of treatment
to a player who is not considered as such, but if they did, they wouldn't have as much to lose as they would with a regular depositing player, so the way i feel is, if casinos must behave this way then, lack of a better term....,
"Don't $h*t where you eat."

[Alexishot69]

The bottom line is wether ura regular depositor or just occassionally u shoul dbe treated the same because the internet makes the world a small place these days and if someones badly treated at a casino like uve pointed out then word spreads like wildfire so the casino has a lot to lose...its a true saying "never bite the hand that feeds you"..

[winbig]

If you ask me, they should be bending over backwards to KEEP their customers from the good ol' US of A.


I don't hear sh!t from them, and actually, it's for the best; IMO. I haven't played there in ages, but yet I never receive a "Please come back" email, nor any offers. They don't seem too interested in keeping their customers - dormant or not, so why should I be interested in depositing there?

The last straw (see my other thread regarding GM) was some months ago when I was in the mood to deposit at a MG casino, and was considering GM....I went on live chat and asked for a bonus, in which they basically said "NO." Why? Because I haven't deposited in awhile. Their solution: Play regularly, and you'll get offers in your email.

[kixxumass]

Originally Posted by Alexishot69

The bottom line is wether ura regular depositor or just occassionally u shoul dbe treated the same because the internet makes the world a small place these days and if someones badly treated at a casino like uve pointed out then word spreads like wildfire so the casino has a lot to lose...its a true saying "never bite the hand that feeds you"..

Oh Ya, definitly. I totally agree... because there have been times when I have contemplated on depositing at a casino I have never played at before, and if I stumble upon any negative information about them while doing the
pre-deposit research, i definitly take that into consideration and have at times decided against making a deposit, based on such info. And I know there are those who can be slanderous towards a casino,(who may actually be reputable), but feel justified in doing so because in their eyes, that casino did them wrong in one way or another. I also take that into consideration & that it could be a misunderstanding and the casino may have not intentionally wronged the player, and therefore a resolution may be in the working, but your right, word gets around whether a player deposits or not.. so i, by no means, (and i believe i stated this in my previous post) meant that it was ok to wrong the occassional depositing player, and i want to reinforce that that's not what i meant, as to not offend anybody who may read this thread , and think i was suggesting that a casino can wrong the occassional player but not the regular one. I was simply pointing out, what you said in your statement " casinos/poker rooms dont give a damn about the person its a business and the £/$ is the important part" , while that is often the case, i don't think it is right that any business, especially a casino, that relies upon the funds of it's customers to generate revenue, should ever treat that customer as if they are not important, because if it weren't for them, they would have no business, they would have no £/$ to consider more important than their customers, but nevertheless, there are those casinos that regardless of that fact, are still going to make the f**king £/$ a priority rather than the customer, and for those few casinos that choose to operate in this way - if they HAVE to operate in this way, would be wise to AT LEAST, if no other ethical practices are in place, at least treat those who ARE generating a consistant profit for them with a little more gratitude. But I in now way meant that it was appropriate or that i condone any player who deposits less than the VIP's to be treated with less respect or acommodations. I'm not saying you implied that, I just want to emphasize that that is not what i meant, and i stand corrected if anybody thinks that's what i meant.

[kixxumass]

Originally Posted by winbig

If you ask me, they should be bending over backwards to KEEP their customers from the good ol' US of A.


I don't hear sh!t from them, and actually, it's for the best; IMO. I haven't played there in ages, but yet I never receive a "Please come back" email, nor any offers. They don't seem too interested in keeping their customers - dormant or not, so why should I be interested in depositing there?

The last straw (see my other thread regarding GM) was some months ago when I was in the mood to deposit at a MG casino, and was considering GM....I went on live chat and asked for a bonus, in which they basically said "NO." Why? Because I haven't deposited in awhile. Their solution: Play regularly, and you'll get offers in your email.

Winbig- I totally dig your avitar! that is funny as hell! i just had a really good laff! thanks for that! hahahaha!

Ya know, that's funny that you said that about GM telling you if you play regularly they'll email you bonus's, ... if you noticed in the chat i posted (between George and I) that's what he says to me, "Check your email for bonus's you may qualify for " in other words, screw the bonus we offered you,
as long as you keep depositing, they'll be other ones so just keep checking your email and eventually they'll be another bonus offer" %$#@! That!

I deposit there almost every other day, i alternate between GM and Casino Share, although they are essentially the same Management, thus, the same casino moreless, you'd think that their way of running the 2 would be the same, and that their promotions & bonus T&C's would be as well, but they're completely different. They said i'm VIP status at one but not the other, because i don't deposit at one, as much as i do the other! that's BS, my depositing pattern is equal, the only difference is, i have been a player longer at one than i have at the other... which at a glance may appear as though i deposit more at one than the other, but that is because i have generated a longer deposit history, hence, more deposits at that particular casino. About 6months later i signed up at their other casino and have been depositing there ever since, besides, they shouldn't be comparing my accounts between the 2 when it comes to deciding on whether or not to give me bonus's...

My history at one should have nothing to do with the other IMO

[vinylweatherman]

Originally Posted by kixxumass

Winbig- I totally dig your avitar! that is funny as hell! i just had a really good laff! thanks for that! hahahaha!

Ya know, that's funny that you said that about GM telling you if you play regularly they'll email you bonus's, ... if you noticed in the chat i posted (between George and I) that's what he says to me, "Check your email for bonus's you may qualify for " in other words, screw the bonus we offered you,
as long as you keep depositing, they'll be other ones so just keep checking your email and eventually they'll be another bonus offer" %$#@! That!

I deposit there almost every other day, i alternate between GM and Casino Share, although they are essentially the same Management, thus, the same casino moreless, you'd think that their way of running the 2 would be the same, and that their promotions & bonus T&C's would be as well, but they're completely different. They said i'm VIP status at one but not the other, because i don't deposit at one, as much as i do the other! that's BS, my depositing pattern is equal, the only difference is, i have been a player longer at one than i have at the other... which at a glance may appear as though i deposit more at one than the other, but that is because i have generated a longer deposit history, hence, more deposits at that particular casino. About 6months later i signed up at their other casino and have been depositing there ever since, besides, they shouldn't be comparing my accounts between the 2 when it comes to deciding on whether or not to give me bonus's...

My history at one should have nothing to do with the other IMO

I don't know why they are so worried about you "messing with their systems", they have been messed up for weeks. I get a regular weekend deposit offer, and I can deposit at the weekend, wager it 1x, and claim it. The system tells me my claim has suceeded, and to wait 10 Minutes. Well 10 HOURS pass, and no bonus, and then 2 DAYS, still no bonus. Email support, no answer Bonus finally appears some 3 days later, but the last time I got nothing at all, but had a win from my deposit, so cashed out.

Suddenly, I am VIP (Platinum), and guess what, (you'll HATE this), a MIDWEEK BONUS!!!!!!!! (Didn't they say "no can do" to you?)

Good luck, you'll need it till they get this mess sorted out.

While I can think of other casinos with weekday offers, and better ones than Casino Share, they don't accept ANY players from the US.

[winbig]

I so miss the 32Red monthly....

[kixxumass]

Originally Posted by vinylweatherman

I don't know why they are so worried about you "messing with their systems", they have been messed up for weeks. I get a regular weekend deposit offer, and I can deposit at the weekend, wager it 1x, and claim it. The system tells me my claim has suceeded, and to wait 10 Minutes. Well 10 HOURS pass, and no bonus, and then 2 DAYS, still no bonus. Email support, no answer Bonus finally appears some 3 days later, but the last time I got nothing at all, but had a win from my deposit, so cashed out.

Suddenly, I am VIP (Platinum), and guess what, (you'll HATE this), a MIDWEEK BONUS!!!!!!!! (Didn't they say "no can do" to you?)

Good luck, you'll need it till they get this mess sorted out.

While I can think of other casinos with weekday offers, and better ones than Casino Share, they don't accept ANY players from the US.

I didn't realize that til after you mentioned it, but you are absolutely right about their bonus claiming system being jacked up! that is SO true, when I have used that ridiculous bonus claiming mechanism in the casino lobby, it doesn't even work! it says, "you have successfully claimed this bonus , please allow 10 minutes for the bonus to credit your account"... and it never does, just like you said, you have to go to live chat and tell them, and they leave you hangin' there forever before finally crediting it... so that is absolutely ludicris that Jason had the nerve to tell me that giving a bonus during the week "messes up their system"... what a crock!

Ya know, I about DIED when I read that they have granted you midweek bonus's... so not only CAN they do it,.... they actually fricken LIED to me about why they can't do it! so, what, it will only mess up their system if they give ME a weekday bonus? but not if they give it to other players? i'm completely insulted... what a fool i was to play there for as long as I did, even patronized BOTH their janky-@$$ casinos!

I'm trying to find another MG casino to play at that is reputable and that won't pull this kinda crap, I've tried that new one, Red Flush, and IMO they suck. I made like 4 deposits in one day totalling about $200, then they blocked my card! 2 days later my card worked there again, but after making just 3 deposits, they frickin' blocked my card again!! and told me it wasn't them doing it, so i checked with netspend and they said it wasn't them, so, now I kinow they have the capability to deceive... i think the card blocking strategy is put in place to get players to make larger deposits, since the "card issuer" supposedly blocks transactions arbitrarily after X number of deposits, which was odd, because the 2nd time it happend, i had only made 3deposits...whereas, just 2 days before, i had made 4. The chat agent was the one who "suggested" i make larger deposits the 1st and 2nd time in anticipation of my card getting blocked again if i were to decide to make a
3rd deposit... as if he were disguising what would be the casinos benefit- to appear like it would be mine; that just rubbed me the wrong way... i'm glad i got that vibe from them early on, rather than later on down the road after i already dumped a bunch of cash into their pit! so, now, I am contemplating trying out Rich Reels... anyone play there yet?
I know they are part of Villentos, but i have never played at V's but i hear they are decent. I think I'm gonna go check em' out right now... I'll let you'all know what kind of experience it turns out to be! Wish me luck!

Ciao!