Earth calling Grand Prive`

[Trezz]

This concerns a bonus that was not received from CasinoGrandBay for a Deposit made on the 9'th March 2006 (Australian time). After waiting the 24 hours and still no bonus, I contacted support telephonically and was told I didn't qualify. Not to be put off by this I then email them. A further day progresses till a CSR returns a reply stating that I don't qualify for the bonus because I deposited outside of the time frame.

Under normal circumstances I'd simply let it go at that. But, considering that all their bonus offers (I'm flooded with them) fall outside my time zone and my ability to take up these offers, I thought I'd write back and try to explain my situation and see if they'd reconsider their time frame is relationship to mine, especially in regard to further promo offers.

A further 24 hours and I may add a somewhat arrogant response, has me retorting a few polite recommendations. I suggested that they (the CSR) escalate this to their promo Dept for consideration. A few hours alter I receive an apology and told that the CSR or the supervisor will contact me in 48 hours or sooner. That was on Saturday 11'th March.

Today 101 hours later and still no reply as promised, I decide to make contact via live chat.

After giving the CSR the tracking number of my emails, I'm first asked "what do you mean by tracking number what do those numbers mean? At that point I really had to wonder if I was speaking English. To save my frustration, I go into the story again and the issue, including the CSR's name (btw is Tammy). I'm told I'm not Tammy so I can't answer this, you'll have to speak with Tammy, but she’s not on shift.

I'm then asked to hold on, thinking (ok wishfully) that this CSR has got a supervisor to look into it. No she's come back and stated that on the 27/05/2005 I sent a WU for $100US but although it was credited to my account, who ever was supposed to pick it up didn't. The CSR then said I owe them $100US. I retort with have you got the MTCN and then go on to say why was I not informed about this matter. It's not like I have not been in contact with support many, many times since. Besides after that date I made further WU deposits.

They now claim that I owe them $100US, which to be perfectly frank I can't understand how the hell they'd not bring this up or at least have me flagged. Personally I find this pretty hard to swallow, considering that I've never, ever received any notification about it from either GandBay or WU and besides it's fast approaching 12 months ago.

Talk about frustrating. I am at the stage where I feel like saying to hell with online casinos. It's bad enough having to wonder these days if after you deposit if you win are they going to pay or are they going to pull some BS hoodwink and try to screw you over.

Considering that Grand Prive` holds eCogra Seals I'd expect far better management from casinos of this calibre. Their CSR's are about as useful as tits on a bull, imo they say what they like only to keep peace and to hopefully persuade you to make further deposits, then don't follow through. I don't know how eCogra rates nor warrants the abilities of a casino to befit using their seal, but in the case of Grand Prive` they really need to get their shit together.

PS I wanted to add it's not about the bonus anymore, it's about the lack of integrity and the sheer frustration. Why on earth BS customers, this industry is getting so competitive you'd think they'd (Grand Prive`) would at least have the common sense to make sure their CSR's (first line of contact) would generally have their fingers on the pulse.

[vinylweatherman]

Many casinos quote a time in "common format", however this is normally geared to "casino time", which is usually Eastern Standard Time for the USA. I have a similar problem with lasseters and ausvegas, where the casino time is based on Australian time, which is some way AHEAD of me, whereas most casinos are 5 hours behind.

From casino Grand Bay

For the purpose of all bonus-promotions, dates and times shall be calculated according to Eastern Standard Time (EST) which is (GMT - 5).

Thus if a promotion gives a close time, it is GMT-5. With you so far ahead you may have deposited too early rather than too late.

UK Players are excluded from not just bonuses, but all tournaments and competitions through 2 terms. Firstly, only Dollar and Euro accounts can participate in promotions, but another term states that UK players must use pounds. Our country is the only one to suffer this discrimination, so eCogra or not, they are calling me "evil", so I will call them "rogues".
It would seem that their terms are manipulated in order to freeze certain players out of their promotions, so it is possible that an "awkward" time frame for certain parts of the world is deliberate to restrict the amount of bonuses that Australians can have - they can't get you with the UK Pound term, but can discourage you with the timezones.

This group have received many complaints related to bonuses and promotions, and are probably left well alone till they change their ways.

There are many other casinos to play, and Casino Action have recently introduced "eZbonus" in their casinos - got me worried that they had been bought by Grand Privvy, but it turns out that "eZbonus" was developed by Microgaming and not Grand Privvy, and may soon appear in other MG casinos.

[jetset]

Trezz, the only way that eCOGRA can get on these guy's backs is if first-hand experiences such as your own are brought to their attention (and I'm talking about the lamentable inefficiency displayed by your exchanges with Support here, too)

May I therefore recommend that you cut 'n paste the above into an official complaint online at the ecogra.org website?

[Trezz]

Hi jetset,

A few days ago I contacted eCogra not so much about the bonus, more so a standard complaint to let them be aware of the type of unacceptable (to me) customer service (lack of), I expereinced. My theory is if I get treated like this I'm sure other do too. Posts to this forum alone confirm that true.

After the above incident today I made direct contact with Tex at eCogra. The full chat transcript and a breif synopsis followed.

I'll keep this thread updated on the outcome.

[Trezz]

Just left a phone call between myself & Karin over at Grand Prive`Management. I've also confirmed with WU that the $100US is still floating in cyber space. As Grand Prive` no longer accept WU I've arranged to pick up the $100US myself. In turn I'm sending this back to Grand Prive` as a deposit.

Karin has said that as soon as they receive this the $100US will be removed from my account and the debt cleared. Karin has stated she's authorised that a $100 bonus will be credited to my account when the debit is cleared.

I'm sending a requested authorisation to remove the $100 to make up for the debt, but I've also requested an email stating that I'll receive a $100 bonus based on our agreement. As soon as receive this from Karin the $100 debt will be paid.

Now to contact Tex and inform him of this matter being resolved.

Thanks guys for your help & support on this. Also thank you Mousey for the Thank you

[tim5ny]

a Western Union is good for quite some time, and if you just give them the MTCN again they can pick it up. Where's the problem with that? You don't owe them another hundred dollars. They just need to pick it up.

[jetset]

Kudos, Trezz - when you get inefficiency like this at a seal casino it needs to be exposed and go on record in case the directors decide to lower the boom and revoke the seal (long overdue already in my opinion as far as Grand Prive is concerned)

But I'm glad anyway that after all the buggering around you finally managed to get a modicum of satisfaction from these clowns. It's a forlorn hope, but maybe they have learned something from this incident.

[jetset]

Tim, that avatar of yours is really cool (I mean hot!) man!

[Trezz]

Originally Posted by tim5ny

a Western Union is good for quite some time, and if you just give them the MTCN again they can pick it up. Where's the problem with that? You don't owe them another hundred dollars. They just need to pick it up.

Hey Tim, their explaination was that who ever was supposed to collect it over at St Johns on the 27/05/2005 they didn't pick it up. I both informed them telephonically and by email of the MTCN on that date too.

Personally I agree with you, but if they don't use WU any more what can I do? Besides I really don't want a black mark against my name with MG casinos. I've contact WU and I've now reversed the WU back to me. All I have to now is pick it up.
Wearing the transfer fee (around $25AU) I wont get back. Plus to get the $100 I have to send via bank wire to Neteller which costs $30AU. Still they're giving me the $100 in bonus money so it's not a total loss.

I have received the email that confirms to bonus and the agreement I made with Karin from management. So I really can't go back on that now.

I'm a little surprised at how they changed tune and wanted to get this sorted out quickly. Could it have been the notifaction that I'd let Tex over at eCogra know about this issue, maybe. Whatever helped here, it worked and I'm just happy all the BS is over.

[Trezz]

Originally Posted by jetset

Kudos, Trezz - when you get inefficiency like this at a seal casino it needs to be exposed and go on record in case the directors decide to lower the boom and revoke the seal (long overdue already in my opinion as far as Grand Prive is concerned)

Thanks jet I totally agree.

Originally Posted by jetset

It's a forlorn hope, but maybe they have learned something from this incident.

Excatly and one can only hope, time is a good yard stick.