Grand Aces/Geisha support flubs YET AGAIN!

**funeralparty** · 11th February 2006, 05:46 AM

Nadien: hello how may i assist you ?
latte222: Hello, I was told that I am eligible for the sign up bonus
latte222: someone was supposed to be crediting it to my account...
Nadien: unfortunately you do not qualify as you have opend your account in 2004 and the bonus is available for new players only
latte222: I just to spoke to someone 15 minutes ago,
latte222: and they said I was eligible for it
latte222: I agree that I opened my account in 2004
latte222: but I never deposited then
latte222: not until 2 days ago
Nadien: you are not eligable for the promotion,you are clearly not a new player and it is available for new players,please verify who you spoke to as no one femebers promising you the bonus.
latte222: I believe it was someone from geisha supposrt, because it went thru geisha support
latte222: for some reason,
latte222: but I was trying to reach grand aces support
latte222: and they checked my grand aces account and verified this
latte222: im sure they remember this...it was less than 30 minutes ago
Nadien: sorry i will not be able to give you the promotion like i said before the promotion is for new players only
latte222: But I am a new player!!! Are you checking my Grand Aces account: latte222
latte222: Hello?
Nadien: this is when your grand account w3as opend,it is 2006 now,Opened: 9/16/2004 9:36:05 PM
latte222: I understand that
latte222: Can you not understand that i NEVER made a deposit then?
latte222: my account history verifies this
latte222: I have never made a deposit until 2 days ago
latte222: Feb. 8, 2006
latte222: your promos page on your webste verifies you offer a first deposit bonus
latte222: this was my FIRST deposit
latte222: the fact that I opened my accout in 2004 makes no difference as I did not deposit then
Nadien: please hold just sent your request to account just a minute for me pleas
Nadien: we appologize for the delay your account will be cedited shortly,you can check in the next 10 minutes
Nadien: bye bye

This was my fourth chat with these folks about getting my sign up bonus. Is it really necessary for me to go to such lengths to receive my bonus? Maybe its just me, but I continually get poor support from this group...even though we were promised improvements in their CS. Notice Nadiens condescending remark, "reminding" me that it is now 2006

She is certaintly not a new employee as I have dealt with her before on many occasions. She could have EASILY checked my account and noticed I never deposited here before. Lazy? Doesn't care? Should it be this hard?????????????

**vinylweatherman** · 11th February 2006, 07:42 AM

I have often seen terms specifying that bonuses must be claimed within so many days of registering the account (often 30). If such a term exists then it looks like the casino is right, if no such term exists then the fact that it is your first deposit should prevail and they should give the bonus. They might have you down as a "trouble maker" now, so don't give them ANY excuse for confiscating winnings and refunding your deposit and go through those T & C like a lawyer

**funeralparty** · 11th February 2006, 08:02 AM

One of the terms on their signup bonus page states that the coupon code is good for 7 days and is non tranferable. This could be taken many ways. When I originally downloaded 2 years ago, I attempted to make a deposit (failed), but never attempted to claim the coupon (at least not to my knowledge). I uninstalled after my failed deposit attempt.

I translated the above as meaning I must claim the bonus, or redeem the coupon within 7 days of depositing.

I do see your point though, as I have seen similar terms....although most SPECIFICALLY say welcome bonuses must be claimed within a specified time frame of registering.

At any rate, they really had nothing to lose by granting me the bonus. And certaintly Nadien could work on her CS skills. (this is not the first time I have received sub par support from her)

**paul02085** · 11th February 2006, 01:45 PM

"Notice Nadiens condescending remark, "reminding" me that it is now 2006"

It could be that she is just so stupid she thinks you need to know that

**Wagerjunction** · 13th February 2006, 05:31 PM

Hello Guys

This is certainly something that i take very seriously and this is causing us a few pains at present as Customer service is at the forefont of everything we do and our representatives are well aware of this fact.It seems that further training is required

funeralparty - As per your conversation with NAdine i noticed that your account was credited with the bonus after a long while and for this i do apologize ,please can you PM me your account details as i would like to take a better look at your account and to hopefully ensure that this sort of thing does not happen to anyone again. I have contacted the Casino Management re this situation.They are taking a look at it andi can assure you action will be taken.

I can tell you that you will see improvement all around very soon.

Best Regards
Greg

**Wagerjunction** · 5th April 2006, 10:17 AM

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .

You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

**Casinomeister** · 5th April 2006, 09:23 PM

Originally Posted by GrandAcesGeisha

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .

You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

You lost me here, Greg. You mean "Funeralparty" did a chargeback?

**paul02085** · 6th April 2006, 01:17 AM

Hmmm, funeral, say it aint so dude. Say it aint so.

**liquidsoap** · 6th April 2006, 02:02 AM

Originally Posted by GrandAcesGeisha

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .

You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

I really dont think someone like funeral party could do that.
It must be a mess up or something
And why are you laughing at the charge back?
If it is true its not a laughing matter!

**jetset** · 6th April 2006, 08:49 AM

This is a serious accusation, and I hope Greg has done his homework throughly before making it.

Especially as he has chosen to do it publicly - something with which I am not personally comfortable despite the initial attack on his company - two wrongs don't make a right and privacy is an important consideration in this business.

I think it could have been handled privately just as effectively.

If it is true, then the Evil Player section may have another entry soon.

Funeral, you need to step up and present your perspective now it is out here.