GRAND MONACO CASINO SENDS ME A CHECK ON A CLOSED BANK ACCOUNT

[Mario]

About a month ago, I won 650.00 at Grand Monaco Casino. After about 2 weeks, I received the check and cashed it. Well, I got a notice that the check was drawn on a closed account and not only do I now owe the bank 650.00 but because I cashed a check that wasn't any good, I owe them an additional 50.00 for returned check fees. I contacted live help at the Grand Monaco and was given a reference number and told that I would hear from the casino within 48 hours. Needless to say, 48 hours came and went and when I went to live help today the operator disconnected with me. Thinking this was purely accidental I went to live help again and again I got disconnected after giving the operator my reference number. I have a copy of the check showing that the account is closed and when I offered to send the casino proof of this I was told that it wouldn't be necessary..their processors would be able to see the results of the check. After being told that, I am beginning to think that this casino has known for a month that this check was no good and since they have made NO ATTEMPT to reimburse me.. this casino must be a scandalous, NON-PAYING casino. I would really like to know what I can do, if anything, to make Grand Monaco pay me the money that they owe me!!??

Hi there Looknolines,

We truly understand your concerns and frustrations what this has caused and we would like to resolve this matter for you ASAP.

We will need you to supply us with your casino account details and you can send it to support and mark it for my attention.

I will gladly investigate into this matter for you and make sure that we adhere to your withdrawal request.

Also in regards to a service delivery point of view, I hardly can believe that we would just close the live-chats on you and can assure you that it was and were a mere connection issue.

This does not mean that we will just leave it there as we can assure you that we want to and will go out of our way in resolving our player’s issues and give you the service which you deserve.

We will keep you posted on this and what the outcome is.

If there are any further issues please feel free to contact support as we are here to assist you in all your needs.

Thanks
Mario
CSC Supervisor

[lojo]

...

Please (especially US players) never spend money from casino paper checks until certain the check has cleared and your bank has the money.

Good luck.

I might re-iterate Mousey's point about good casinos with bad checks. It does no good to contact the issuing bank to confirm funds in the account. When a processor 'pulls out' that money is meaningless as it simply won't be processed.
In my experience I phoned the issuing bank to confirm funds when I deposited the check. A day or two later was informed by eprocessor that the check would not be valid and to not cash it (too late) it took another two weeks before my bank debited my account. I am now assuming three weeks for paper checks drawn Stateside to clear, but am keeping a balance for 60 days just in case.

And we used to think a 48 hour 'hold' to reverse withdrawals was bad

[looknolines]

Well, when I spoke to live help at grand monaco casino, the operator was slightly rude and gave me only one option, if I wanted my money, and that was doing an ach deposit into my bank account. I absolutely refuse to give out my banking information, use my bank card, or give anyone my account information, especially when it comes to online purchases or gambling. I use a cash reloadable visa that every casino, I've ever played at, accepts. Since I wouldn't give the live help operator my banking information, I was told that the only other alternative, was to put the 650.00 back into my casino account. I reluctantly agreed and again I was told that this was a 24-48 hour procedure. It seems to be the norm at this casino, well, so is getting no response, at all! The next afternoon, I received an email from the casino stating that they had reissued a 650.00 check and it would be going out in the mail, that afternoon. Communication, or lack of, seems real obvious! The inadequacy, ignorance,and the unwillingness to make your customers happy, is going to be the downfall of this casino. My 3 main issues are really simple ones and I once again, would appreciate and ask for someone at Grand Monaco Casino , to respond....1) knowing that the bank closed the casinos account while there were outstanding checks drawn against this account... why didn't the casino take the initiative to contact us, and make things right? 2) Taking into consideration, all of the problems, penalties, and fines the first check caused a lot of us... I am just amazed that the casino put their pocketbook above their customers and sent this second check regular mail instead of using an express mail service. I waited almost 3 weeks the first time!!! 3) The casino hasn't even addressed the idea, of maybe splitting the cost with the customers, for all of the penalties and fines that we have now incurred because of the first check mishap. Even if the casino were to add some credits to our casino accounts the pain would be a bit more bearable...When the casino didn't step up and let it's customers know what was happening with the banking situation, it appeared to be avoiding the issue. Instead of taking any type of responsibility for any of this, the casino refuses and blames the US Legislation. I deposited my money at your casino in good faith that if I were to win, I could withdraw my money as easy as I can deposit ...this didn't happen!! The transaction was between you, the casino, and me.... if the casino can not fulfill all the services they promise than DO NOT TAKE MY MONEY.

[Mario]

Well, when I spoke to live help at grand monaco casino, the operator was slightly rude The inadequacy, ignorance,and the unwillingness to make your customers happy, is going to be the downfall of this casino.

Hi there Looknolines,

I truly understand your concerns and we do want to make it right with you.

In regards to the operator being rude I can assure you that this is not how we want to or would like to treat our players and we will take the necessary steps against the operator should we feel that the operator did not responded in the best interest of the casino or you the player.

I can truly understand that this is frustrating and that all you wished to do is to get your money. And then you had to go through an ordeal like this.

We’re working hard to make sure that we deliver exceptional customer service as we understand that this is the only way in how we can become tops in the crowd of millions of other casinos which is out there.

[Mario]

gave me only one option, if I wanted my money, and that was doing an ach deposit into my bank account. I absolutely refuse to give out my banking information, use my bank card, or give anyone my account information, especially when it comes to online purchases or gambling. I use a cash reloadable visa that every casino, I've ever played at, accepts. Since I wouldn't give the live help operator my banking information, I was told that the only other alternative, was to put the 650.00 back into my casino account. I reluctantly agreed and again I was told that this was a 24-48 hour procedure. It seems to be the norm at this casino, well, so is getting no response, at all! The next afternoon, I received an email from the casino stating that they had reissued a 650.00 check and it would be going out in the mail, that afternoon.

I’m not able to comment what happened in your particular case without reviewing it first but what I can say is the following.

I can understand that you would feel reluctant to supply your banking information, but would like to assure you that all you’re personal and banking information is merely for the casinos purposes and that all the information is extremely safe.

The casinos would not have invested in a security encryption program to make sure that your information would be in anyway compromised or stolen.

The 128-bit SSL (Secure Socket Layer) digitally encrypted security program is similar to the security that financial institutions employ.

Also you must understand that the casino is also subject to service delivery from other partner companies such as our payment center and that the reversal of your withdrawal would take some time as we would have had to request the withdrawal to be reversed back to your account.

We have sped up this process and there will be no more waiting for reversal, only in certain particular cases where the funds been processed already, as it does sound like this is what happened in your case.

We’re looking at improving and putting in place processes and procedures by creating a more streamlined approach to our customer service which will make a happier customer.

[Mario]

My 3 main issues are really simple ones and I once again, would appreciate and ask for someone at Grand Monaco Casino , to respond....1) knowing that the bank closed the casinos account while there were outstanding checks drawn against this account... why didn't the casino take the initiative to contact us, and make things right? 2) Taking into consideration, all of the problems, penalties, and fines the first check caused a lot of us... I am just amazed that the casino put their pocketbook above their customers and sent this second check regular mail instead of using an express mail service. I waited almost 3 weeks the first time!!! 3) The casino hasn't even addressed the idea, of maybe splitting the cost with the customers, for all of the penalties and fines that we have now incurred because of the first check mishap. Even if the casino were to add some credits to our casino accounts the pain would be a bit more bearable...When the casino didn't step up and let it's customers know what was happening with the banking situation, it appeared to be avoiding the issue. Instead of taking any type of responsibility for any of this, the casino refuses and blames the US Legislation. I deposited my money at your casino in good faith that if I were to win, I could withdraw my money as easy as I can deposit ...this didn't happen!! The transaction was between you, the casino, and me.... if the casino can not fulfill all the services they promise than DO NOT TAKE MY MONEY.

Before I want to comment on this I would rather want to make a full investigation into the matter for you and would really appreciate it if you can email us at support with your casino account information and mark it for my attention.

If you can do this for me it will really be appreciated and I will make sure that it is worth your wile.

Hope to resolve this matter for you soon.

Regards
Mario

[Scounselor]

I got an email promo from Grand Monaco just 4 days ago (3/11/07).

I've never played there before; and, I was quick to pick up on the fact that the web site says, "US Friendly".

I downloaded.

I was just about to attempt to make a deposit when I decided to check Casinomeister.com and see how Grand Monaco is rated.

I'm glad I did!

Before I deposit and play there, I'd like to see that this issue has been resolved.

There's no sense spending hard earned USD if you can't collect on your winnings.

Thanks again Meister-Man for this great web site.

Think of all the money you are saving online gamblers in the USA!

If US gamblers were to pool all the money we are not gambling with right now....we might be able to elect you for President.

Think about it.

[looknolines]

mario...i sent you an email ...looking forward to hearing from you

[Mario]

mario...i sent you an email ...looking forward to hearing from you

Hi there Looknolines,

I've searched all our mailing lists databases and would like to inform you that we have not received any correspondence form you via email.

Can't say why but can I maybe suggest that you reply to my private email which I've sent to you with your details and I will take the matter further.

At the top of this post you will see Private Messages and if you click on it you will be able to reply with your details.

Really appreciated.

Thanks
Mario
CSC Supervisor

[looknolines]

did you get my email yet?? If not, something is seriously wrong because this will be the third attempt on my part.