Casino Grand Bay can kiss my @#$

[belgamo]

Casino Grand Bay Sent me an email for there survivor grand bay monday 100% match up to 50.00 .I deposited 50.00 during the promotional period then when I came home today expected the 50.00 match to be in my account, when it wasn't there i emailed them and this is what they replied. Why send me an email then pull this! Deposited 385.00 there during Decenber.They and there sister casinos Casino Grand Bay ,Bella Vegas Online, Lake Palace Casino ,Jupiter Club Casino ,Fortune junction and Jackpot Wheel will never get another dime out of me !!!!


Dear Tony,

Thank you for your mail.

As per management decision, all bonuses have been withdrawn from your
account until further notice from management.

Should you have any further queries, do not hesitate to contact Support.

Kind regards,

Mario Lopez
Customer Support

-----Original Message-----
From: Client Email [mailto:nofromaddress@microgamingsupport.com]
Sent: 27 December 2005 11:08 PM
To: CGB Support
Subject: 100% match bonus [ME-051227-904772]

UserName: tgbr011$%*$#
Date: 27/12/2005
Time: 16:6:41
User: tgbr011^&$#^
Recipient: General Inquiries
Subject: 100% match bonus
Message: Hi, i deposited 50.00 yesterday and usually you have the 50.00
match already in my account. Is there a delay? Thanks Tony

[jetset]

Whilst it is their prerogative to deny you bonuses going forward (and yours to take your business elsewhere) if they invited you to this bonus and you accepted, then imo they should honour their offer before banning you from further benefits.

This is not fair, neither is it good practice not to advise you of the reasons for their unilateral action against you. I'm assuming they have not given you any reasons?

These operations are eCOGRA seal casinos - I would lodge a complaint with the FGA at www.ecogra.org.

[bdangel]

well you are not alone...its happening to a lot of people who are loyal depositors. Seems this is happening at all the grand prive casinos not only casino grand bay. From what I have been reading on the gambling forums people have been told their bonuses out weigh their deposits. I think this is BS!!

I personally will no longer support a casino who plays dirty tactics like this. Grand Prive you should be ashamed!!!!

[AussieDave]

Whilst it is their prerogative to deny you bonuses going forward (and yours to take your business elsewhere) if they invited you to this bonus and you accepted, then imo they should honour their offer before banning you from further benefits.

I totally agree.

This is not fair, neither is it good practice not to advise you of the reasons for their unilateral action against you. I'm assuming they have not given you any reasons?

They never give a reason. If you actually receive an email back that is, much less one that contains any common sense, you can think yourself as being lucky.

I know exactly how you feel belgamo I'd love to just spill my guts over my issue with them here. But I'll hang off for another 16 hours for their reply.

My understanding in regards to eCogra and the seal they display (jet you may like to clarify this for me), is that any casino holding the eCogra seal shall be trueful in all their advertising, promotional offers. I'm als underder the belief also that a certain set of operational protocols must be followed pertaining not only to the casino & its internal proceedures but also to CSR's too.

I thought they used to handle their own support in house. When Grand Prive` shifted offices did they also swap to generic support? Things have gone down the tubes since the shift and this seems like the most likely reason. Personally I think they left behind a box marked integrity.

[SlickWilly]

Hi all,

First, if a regular player receives a bonus offer from a Casino and deposits the required funds - the Casino should honor the offer. No questions asked. Notice I state regular player - because the Casino should familiar with the player and his/her email address. I hold this to be true even if the player received the offer from a secondary source like a paid advertiser. To exclude the player all the casino would have to do is send out an exclusion list to all its advertisers. If the secondary advertiser still sends it out to excluded players then charge the bonus funds back to the advertiser for not using the list.

Note, in this way regular players that use multiple email accounts can be excluded from offers if they have in fact been excluded in the past.

Second, if the Casino truly wishes to exclude a player from future bonus offers then it is the Casino's responsibility to directly contact that player and inform them with a complete, explicit explanation for doing so. This should be done immediately after the decision has made. Yanking a players bonuses after the fact is thievery.

Third, the more and more I encounter Casino chicanery like this, I believe that CM's site should not only support a Rogue list, which is great, but a Banned/History list explaining which Casino's and Casino groups should be banned by players and why. In this way, Casino's will feel the same pinch they deal out to legitimate players.

[AussieDave]

Hi all,

First, if a regular player receives a bonus offer from a Casino and deposits the required funds - the Casino should honor the offer. No questions asked. Notice I state regular player - because the Casino should familiar with the player and his/her email address. I hold this to be true even if the player received the offer from a secondary source like a paid advertiser.

Good points SlickWilly.

Second, if the Casino truly wishes to exclude a player from future bonus offers then it is the Casino's responsibility to directly contact that player and inform them with a complete, explicit explanation for doing so. This should be done immediately after the decision has made.

Why this is not being done or implemented is beyond me. How hard is it to send out a email to the player concerned anyway?

Yanking a players bonuses after the fact is thievery.

From my stand point it's the same as a player purchasing via Credit Card and then doing a charge back. It seems that if it hurts the casino then the player will pay dearly, if it hurts the player then it's business as usual, with no regard even if it turns out to be the error on the casinos side. If players are to held accountable then so must the casinos too.

Third, the more and more I encounter Casino chicanery like this, I believe that CM's site should not only support a Rogue list, which is great, but a Banned/History list explaining which Casino's and Casino groups should be banned by players and why. In this way, Casino's will feel the same pinch they deal out to legitimate players.

Maybe I've misunderstood your idea.
In theory it's a good idea, but trying to prevent things getting out of hand or even to the extent of becoming silly would really need to be addressed. Something like this would also be a nightmare to Admin.

Thinking about your idea I thought about something else that may work. It may also help cut CM's time spent dealing with PAB.

What if a forum was setup say here which allowed a casino rep to sort out player disputes. Basically it would have a mediator (peace keeper) who would oversee both the players greivences and also that of the casino, both in a fair and just manner. Obviously the casinos would have to agree to be part of this process. The thing I find when dealing with casinos is that they are happy to say almost anything over the phone, but its a rear time that they will actually verbatim there stance & truth into an email. Adding that both CSR and players alike can easierly fall into the trap of misinturpriting (?)corrispondences.

This just adds to player frustration and this is when thing IMO get way out of hand. Least if the player and casino rep are posting their take on their side of the story here nothing can be changed, altered or deleted. Thus a true picture would emerge on who is basically at fault.

Just some food for thought.

[AussieDave]

Wanted to add that it's my opinoin that bonuses should be scrapped. They seem to be the major contributing factor to most disputes. Would it not be a wiser move to introduce some identical model based on what land based casino give as comps? I'd be interested to know that stats regarding the % of PAB to bonuses as apposed to casino's not paying. Is that possible CM?

Don't mean to derail the topic

[caruso]

This is ridiculous.

I've also been waiting far longer than normal for one of their bonuses after depositing and wagering correctly as per the usual personalised email promo. I phoned up, support apparently spoke to someone in the promo department and was told they would "get back to me within half an hour" to tell me why I was being robbed. Of course, they didn't. And equally of course, it would have been the easiest thing in the world for the person to give the CSR the necessary information who would then pass it on to me.

Clearly, they're keeping their heads down on this one.

Microgaming back to stealing legitimately owed money from players. This is going to be an interesting topic of discussion with them at this year's ICE.

[AussieDave]

caruso,

I wouldn't have realised there was this much animousity towards this group had I not posted. Sure I knew there was some issue with RHR, but felt I was a minority. There goes my theory.

If I don't get my issue sorted out today I'll be adding my story here too. As a side request can you give them a good kick in the cods for me when you hook up at ICE

[spearmaster]

Microgaming back to stealing legitimately owed money from players. This is going to be an interesting topic of discussion with them at this year's ICE.

Now now... get it straight. Microgaming are only the software providers - if you want to target someone, target the casino or the casino group.

Having said that, this group needs to get its act together. This is not the first time their support has been severely lacking - and though I am certain this group is honest, they need to increase spending on staff training and support.