GrandMondial Problem

[iolgas]

Good day, L&G!

About a week ago I was unlucky to play at grandmondial.com, but lucky to win 1700 form their slots. So i've submited a withdrawal and waited a bit, then contacted their live chat. Was told that withdrawal is still being processed. Another 2 or 3 days and I contected them again via live chat, same answer.
Today's answer, was a bit of a shocker, well see yourself:

Please wait for a site operator to respond.
Welcome to Casino support live help, one moment please for world-class service
Toni: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Toni: will be assisting you, how could I be of service...
XXXXXXXXXX: hi there. can you confirm the status of my last withdrawal?
Toni: Yes, I'll have a look at it now... can you please tell me on how much the withdrawal is on?
XXXXXXXXXX: 1700
Toni: Thanks, one moment...
Toni: One moment please we are still looking into the matter for you.
XXXXXXXXXX: ok
Toni: Sorry, but we'll be right with you....
XXXXXXXXXX: ?
Toni: I will be right with you.
Toni: Thank you for waiting. I'll be with you in just a moment.
Toni: XXX thank you for your time and patients.
XXXXXXXXXX: it's ok
Toni: Please note that your deposits was refunded back into your Credit or debit card due to the fact that our Operations team were not able to get hold of you to confirm your details and for this reason did they reject your deposits and was sent back to you.
Toni: Note that they attempted to contact you via phone and email in requesting documentation and never received a response back.
Toni: Seeing that your funds where refunded your cash-in been voided as the deposits was never made.
XXXXXXXXXX: well, that's a bullshit
XXXXXXXXXX: confirm my email address
Toni: Should you wish to commence in playing you are required to send us a copy of your divers and a copy of a utility bill.
Toni: iXXX@yahoo.com
XXXXXXXXXX: i never recieved any emails from you. furthemore, i contacted live chat a least 2 times previosly
XXXXXXXXXX: and i was never told to supply any documents or that there is any problems
Toni: I do see that you did speak to a gentleman and he did inform you that your funds is still pending.
Toni: In regards to him not being able to comment on what the actual result are we do apologize.XXXXXXXXXX: and he did not told me that I need to send any docs over
XXXXXXXXXX: so my winnings are removed? i will post on casinomeister.com and do hope they will remove you from accredited list, to the rogue pit
Toni: Before you hast into action such as that let me see what I can do.
Toni: One moment please
XXXXXXXXXX: ok, i wait
Toni: I'm sorry for the delay. I'll be right with you.
Toni: Thank you for waiting. I'll be with you in just a moment.
XXXXXXXXXX: listen up, i have to go soon. please reply and if it's not about how to get my winnings, post will be there by today.
XXXXXXXXXX: i really do feel conned
Toni: I will be right with you.
Toni: I'm sorry for the delay. I'll be right with you.
Toni: I will be right with you.
Toni: Thank you for waiting. I'll be with you in just a moment.
Toni: Thanks for waiting XXX, please note that we've refunded your deposits which in results means that your money was not received and thus your winnings voided.
Toni: Should you need to take further action then that is what you should do but we are in our rights as we attempted to contact you several times without avail.
Toni: In regards to the agent informing you incorrectly we do apologize and this matter will be taken further.


What a bunch of scammers, i wish i never played there. I never recieved a single email from them or a phone call. They even don't deny that I contacted a live chat and was given a wrong info. If it really was a case of them trying to contact me, live chat would ask for docs or alternative contact number, email, etc., wouldn't it? Well, not when the aim is to void (steal) winnings.

A friend of mine recomended this casino, as he is a member of CM and said it is safe to play there. Well, we all do mistakes.

Now, my question is: Do i stand any chances of getting my winnings?

[ugaboga]

This is a serious concern for me. I've deposited thousands at grand mondial and do play there regularly, I'd like to see the local rep respond to this...

[XSX]

did you PM the rep here?

[Fleur-De-Lis]

In my experience, customer support in GM is not adequate, put mildly Reps are either clueless, or harsh and unfriendly, or both. However, I got huge winnings paid without much problem, so they are not your typical rogue I think.

Did they give you any other reason for refunding deposits and voiding winnings except you being uncontactable? There must be more behind it, than the fact that you did not respond instantly to email they say they sent. Was it your usual email address and do you get mails from other senders w/o problem?

Also, did you take any bonus?

P.S. Rep's thanks for 'patients' and request for 'diver's licence' made me LOL

[maxd]

did you PM the rep here?

The rep is Mario. He's usually pretty good about getting back to people.

Try a PM first and if that doesn't work post back here and I'll email him a heads-up.

[chuchu59]

The scary part is that they say your deposits have been refunded which means that your money was not received and thus your winnings were voided. Talk about logic! So everytime they can use this as an excuse to remove winnings. This is ridiculous.

[Mario]

Hi Iolgas and all,
Hope you are well.
Thank you for posting and it will be my pleasure to assist you in this matter.
I can confirm that the matter is more than just a mere “not responding to documentation requests.”
It has come to our attention, via information received from our processor, that this player is linked to several other players (who has been confirmed to be part of a fraud group). We reserve the right, as per the terms and conditions on our websites, to refund purchases and confiscate winnings; as well as to exclude players from our gaming sites.
As a result that the player was not reachable within the 48 hr window period from making the deposits, these deposits were rejected and all winnings were confiscated.
This group of players was added to a central negative database which has resulted in a registration block of anybody to be found to be linked to them at any Microgaming casino.
Ioglas, should you have any further concerns in this matter please feels free to contact me directly.
Best regards
Mario

[chuchu59]

Great to see you posting Mario. OK, it seems that there is more to it than meets the eye. However, the live chat rep could do with some training. How can the deposits that are refunded to the casino account be treated as funds not received resulting in winnings being voided.

[Mario]

Great to see you posting Mario. OK, it seems that there is more to it than meets the eye. However, the live chat rep could do with some training. How can the deposits that are refunded to the casino account be treated as funds not received resulting in winnings being voided.

Hi Chuchu,

I agree and I will definitely work on it especially that the rep is still very new.

Please note that the funds was never received so in other words it was actually rejected as we do have the ability to reject a deposits with a 48 hr period from making the deposit.

Remember that when a player makes a deposit the funds does not goes straight (instantly) into our bank accounts but it takes about 4 days before we actually do receive it.

This obviously gives us the opportunity to reject the funds meaning that it was never actually even approved and received by the casino.

So the wording refund is not correct as it was actually rejected.

Hope this clears the matter a bit better.

Best regards
Mario

[Mousey]

Hi Iolgas and all,
Hope you are well.
Thank you for posting and it will be my pleasure to assist you in this matter.
I can confirm that the matter is more than just a mere “not responding to documentation requests.”
It has come to our attention, via information received from our processor, that this player is linked to several other players (who has been confirmed to be part of a fraud group). We reserve the right, as per the terms and conditions on our websites, to refund purchases and confiscate winnings; as well as to exclude players from our gaming sites.
As a result that the player was not reachable within the 48 hr window period from making the deposits, these deposits were rejected and all winnings were confiscated.
This group of players was added to a central negative database which has resulted in a registration block of anybody to be found to be linked to them at any Microgaming casino.
Ioglas, should you have any further concerns in this matter please feels free to contact me directly.
Best regards
Mario

I'm much more interested in this "central negative database"....

Who owns it? Who adds or edits information in it? Who has access to it? What guidelines are in place to prevent abuse?