Grand Duke Casino

[mickey11]

Hey guys,
I'd really apprecaite your advice.
I've played online casinos for years now so fimiliar with most of them.

A few weeks ago I joined Grand Duke Casino, what a mistake that was. I started playing and they awarded with loads of bonuses ( they sent me an e-mail with loads of promotions), anyway, I deposited £1,300 and lost the lot including all the bonus money, I'm not a very good casino player, too impatient, and i always seem to lose in the long run ( don't ask me why i keep on playing). I decided to give it one more go and deposited another £500, this time no bonus was awarded and i played away. I went on a bit of a streak, and started winning. I decided I wanted to cash out, as it's money I could definitely do with. First of all they made me send all the neccessary details, which I'm more than happy to do, I had to re-send my scanned documents, a bit of a pain but no real drama. Then they hit me with a message saying I hadn't reached the wagering requirements fro my bonus, I obviously e-mailed back and said there wasn't a bonus linked to my last deposit so the money I had won was real money.

That was nearly 3 weeks ago and it's been an endless saga of e-mails and excuses from Grand Duke. The customer support on live chat had the cheek to call me a "bonus abuser", never been called that. Then they said I'd violated the terms and conditions of the bonus as I played Roullette and Multi-hand blackjack, I kept saying the last deposit wasn't linked to a bonus but they've ignored me. I'm so frustrated and disappointed with this casino, they've been so unprofessional and I must have sent 30 e-mails and called through to the Philippinnes 5 or 6 times. I was told I wasn't allowed to speak to the casino manager so I must have spoken to 6 different "support" staff. So now they've said before I deposited the £500 there was £50 left in my account which was linked to the last bonus, this is absolute rubbish, I never deposit more cash if there's money in my account. I got my bank roll up to £5,850 with the last £500 deposit, in my mind, that's my money. To add more insult, they called me and said they're returning my last £500 deposit and told me I wasn't welcome to play in the casino any more. I've asked them for proof that there was £50 still in my account and they've ignored me, but they've taken all the money out of my account so essentially stolen £5,350.

Can anyone give me advice on what to do? throughout the process I read a few disturbing posts on Grand Duke so to cover myselef I took a screen shot of my balance as I had a feeling they'd do something like this.

What do you think my next steps should be?

Any help would be great.

[SlotMonster]

Hello and welcome to the forum, mickey11 !

Grand Duke is in the Rogue Pit, so I'm afraid you've chosen wrong casino to play at.

[maxd]

Grand Duke is in the Rogue Pit....

It's my understanding that they were in the Pit briefly but were pulled after Bryan talked with the site's management (see here).

@mickey11: If you want to file a formal complaint here at Casinomeister check out our Pitch-A-Bitch (aka 'PAB') service.

In a nutshell you file your Pitch-A-Bitch by completing the PAB form, I receive that, pre-screen it and then submit it to the casino people. The idea is that we're seeking a resolution to your complaint or a good reason why it cannot be resolved satisfactorily. The service is free of charge and is available to all Casinomeister members in good standing.

If you decide you do want to use the Pitch-A-Bitch service you are STRONGLY advised to read the Pitch-A-Bitch FAQ in full.

Why? Because you have responsibilities in the PAB process too, both in preparing your PAB and while the PAB is underway. A successful PAB process depends on you and your cooperation with our procedures.

You can see more about past PABs on our PAB Archives page.

Regards,
Max Drayman, Pitch-A-Bitch Manager

[SlotMonster]

Thanks, Max!

But IMO they are heading straight back to the pit. Let's see...

[Nifty29]

Might be a looking at a de-pit to re-pit record here!

Although we should always look at every case on it's own merits, there does seem to be a lot of controversy surrounding GD since they opened which is never a good thing IMO.

[maxd]

... IMO they are heading straight back to the pit. Let's see...

Quite so. I already have a few PABs on deck re: GD, looks like more on the way.
That said, they aren't in the Pit until they are in the Pit, if you know what I mean.

LATER: Okay, the OP has filed a PAB and I'll submit it to them shortly, then we'll see what we see.

[mickey11]

Hey,
Did anyone else have any ideas, I've sent quite a few e-mails to Grand Duke and they always reply saying please be patient but never follow it up. I've asked for proof that there was £50 in my account when I deposited my last £500. That shouldn't tale too long?
Max - Did you hear anything back?

[maxd]

Dude, your PAB is in progress, STOP POSTING! See http://j.mp/azORYK for details.

[mickey11]

I've played online casinos for 10 years, Grand Duke is the worst of all of time. They steal, lie and cheat.

Then THEY send you a threatening and rude e-mail.

PLEASE DO NOT GO ON THIS SITE, THEY ARE ROGUE, GIVE YOUR MONEY TO CHARITY INSTEAD.

[maxd]

I assume you have read the Pitch-A-Bitch FAQ, yes? I've been working on your PAB for almost a month now so it comes as something of a shock that you would now decide to violate the PAB rules and start posting about your issue here on the forums. Shall I assume that you now want your PAB canceled and discarded?