Grand Hotel Casino--on the road to Rogueville again?

[Jasminebed]

I believe I signed up with Grand Hotel with CM, but I might have got a CD, and checked them out first.

I find it disturbing that their telephone # for Canadians has been wrong for at least a month. Sorry, relatively new to forum so I cannot direct you to those postings.

Got sent an e-mail that was directed to junk as suspected phishing, but it offered me a $15 free chip.

Rather than click the link, I asked the Rep here about that. Mind you, it's only been a day, but they have not made ANY posts or PM's since March. Or any at all since joining CM

Logged into the casino rather than click a link in suspected phishing, and low and behold, I had $15 in my account, not bonus account, just account.

Terms & Conditions for $15 bonus were maximum $300 payout, seems very fair for a bonus you gave a player for nothing. Cashinova was good to me and hit bonus round early. Got up to over $50 and tried cashout. Seemed to work fine, so I cancelled that & tried $25, because a lot of sites have minimum cashouts. Seemed I could do a $25 cashout, so I played a bit more and cashed out at $35.00

I could not access my banking history, but the pen & pencil steno pad I keep indicate that I deposited $50.00

Sent support an e-mail thanking them for freebie and win. And that I could not access my banking history. Told them that I would not be depositing (again) before receiving cheque, and addressed issue of non-working support number (no live chat for support). Asked their normal timeframe for cheques. Promptly got automated response

Got a reply to my e-mail saying it would be responded to between 24 hrs and 7DAYS!!!!

Seven days is too long to wait for support.

I will keep all you CM members posted how I fare.

New here, but I have more time than money.

I can see that they were once rogued, but they they are found..(sung to the tune of Amazing Grace)

I will be sure to keep you all posted on my progress.

Thanks to others members for posts about Grand Casino.

[james01]

Yes, seven days is indeed long for support, you should get an answer within 24 hours.

But actually Grand Hotel casino is not rogue, in my opinion they are one of the better casinos out there.

[Jasminebed]

I would not have put in my time even for a rogued casino. But player history not available, outdated info for telephone support, a rep that is inactive here... is that not red flag materiel?

Hey, they gave me $15 bucks. If they pay up, and provide me with a support phone number, I will be grinning. My (i think, since I cannot check my transactions) $50 loss will be magically transformed into a $15 loss and the casino is still up and will I will be happy.

I promised to keep this thread up to date, and some folks have had success there.

Definitely need to post new tele. no. on their pages

[Zodiac]

Hey Jas,

I don't know whether it works but try one of the other phone numbers



if nothing works try to contact the Vegas Affiliates Network

i think i don't must tell you how you can check your history or ?

push the button My Account and than the button view my transaction history
to show your details

i play not very often there but showing the history it work for me

sorry that i haven't more information for you and it would be help not really

good Luck

Z.

[lauram]

I placed a post here month or so back tried calling their canadian phone number.
That just went so well was a phone number for a toronto park and they emailed me saying working on this problem yet they still show same phone number as before for canadians.

[Jasminebed]

Hi. Checked my e-mail before bedtime last night. I received this response from Eprocashier.

"Dear Linda,

Thank you for your recent communication.

We would like to inform you that your winnings are currently still in the 24h pending period.
Once this period elapses, we will be processing the winnings. However please note that with the
$15.00 free gift the minimum amount to cash out is $100, therefore your winnings will be reversed
back on the casino account for you to fulfil that criteria. We advise you to reverse the winnings
now to save time and try to reach $100.00.

As per the toll free number, out IT department is checking if there were any problems and if there
were, it should be resuming to function properly soon.

We are looking forward to hearing from you soon and please do not hesitate to contact us in case
of further queries.

Best regards,
Vita
E Processing Services
On Behalf of Grand Hotel Casino

Website: www.eprocessingservices.com

General info or queries support@eprocessingservices.com

Payment info cashier@eprocessingservices.com

Toll Free Fax Numbers

Australia 1800 151 232
Canada 1866 818 8339
France 0800 916 457
Germany 0800 187 3406
Hong Kong 800 933 242
Italy 800 871 508
Israel 1800 9441 210
Portugal 800 880 390
South Africa 0800 990 538
Spain 900 998 995
UK 0800 015 5697
USA 1866 577 3694

DIRECT FAX for other countries 0044 207 308 1357"

Well great, but I was dismayed by the $100 minimum cashout. Thought I had read terms and conditions correctly for free $15.00. There was also a match deposit bonus, and it had different terms, including the $100 minium withdrawal, but the $15 free chip had its own paragraph, and the only caveat seemed to be a MAXIMUM cashout of $300.

Terms and conditions of the offer included that it was by invitation only, and that it was not to be posted on forums, so I am not going to link it or copy text, but I worked as a legal secretary for more than a decade, and was pretty sure I understood the terms.

I was not surprised by the offer of the chance to reverse my withdrawal, and we will see how long before IT gets in touch with me.

Well, dang, I was DELIGHTED to receive this emai in my inbox from Grand Hotel Casino with subject line
"CONGRATULATIONS !! YOUR CASHIN WILL BE PROCESSED SOON !!

"Dear..... (personal info and account no omitted by me)We are delighted to let you know that the following cashin has just left its pending status,
and is now ready to be processed by our account department.

Transaction Amount Date/Time

62422 35.00 18/04/2008 02:00:06


Feel free to contact us if you need more information about this.

We value you as a player at our casino and look forward to a long and
rewarding relationship with you.

Kind regards

Grand Hotel Casino
If you win and would like your winnings to be refunded using one of the following methods:
NETeller, DHL or Bank transfer, please visit the Banking section in your Casino software.

Should you experience any difficulties at Grand Hotel Casino please feel free to
consult our FAQ section.

http://www.grandhotelcasino.com/faq1.asp

If you need any further assistance, please feel free to contact our E-mail support
or call our help desk directly on any of our Toll-free numbers.

E-mail:

reception@grandhotelcasino.com (inquiries and competitions)

support@grandhotelcasino.com (technical support)

accounts@grandhotelcasino.com (accounts related queries)

manager@grandhotelcasino.com (rules and payouts)


Toll Free

United States of America 1 877 528 2496
United Kingdom 0 800 634 0062
Italy 800 781 060
Australia 1 800 014 6614
South Africa 0 800 996 180
France 0 800 913 228
Germany 0 800 180 8275
Spain 900 944 426
Portugal 0 800 880 222
Canada 1 877 952 2222
Hong Kong 800 903 650
Israel 1 800 944 1205
Japan 0 053 1780 012



--
No virus found in this incoming message.
Checked by AVG.
Version: 7.5.524 / Virus Database: 269.23.0/1383 - Release Date: 17/04/2008 9:00 AM

NB note that the phone number for Canada is incorrect.

Love that word SOON. I asked very politely in my original mail to support how long to expect to wait, and soon is not an answer. If you only write cheques once a week, tell me 3 - 7 days. Or that cheques are issued the first & fifteenth of the month, or whatever, and a reasonable amount of time to allow for mail to arrive to Canada.

Oh, and didn't you just send me an e-mail saying I couldn't have it at all?

I checked My original post probably should have contained that I PM'ed the VegasAffiliates rep on Wednesday, and is now Friday. If they are having trouble with thousands of Canadians, maybe she just has not got to this yet, I hope she This was about the phone number issue and I like to make sure I understand the T&C stuff, and nothing to do with bonus, and the fact that the "invitation" was delivered as "suspected phising". (See the first post in this thread). I see that they visited Casino Meister yesterday, so I now see that they read my PM and I hope to have a response soon. I saw from another thread that any Meister member was given a a phone number for Canada. I suggest that she post that support number to the threads about this phone number issue, as well as here.

Maybe I will get a "cheque's in the mail" e-mail soon. Or a reply to my PM about the phone number.

Automated e-mail I received responding to my questions said support would respond in (bolding mine) 24hrs to 7 days.

IMO 7 days is a long time, but it is now a week. I will send their rep another PM just in case it got lost in cyberspace.

And will keep Meister members updated on my progress. I do not wish to unfairly slam a reputable casino, and thank everyone for their help and comments.

I plan to become an affiliate (for only a few places) , but my website's focus will be on food, gourmet items, cookwhere, etc. and I am taking and using bonuses so I can share my personal experiences as well, and hopefully the casino banners will provide some income to gamble with!

[Jasminebed]

I still have had no response to my PM to the Vegas Affiliate rep.

Sorry it took me a couple of days to get to this, but I have been ill.

The first dated April 22 had my account no in subject line!!!

Text as follows:

> Dear Linda,
>
> Thank you for using our services.
>
> We would like to inform you that your winnings for $35.00 from Grand Hotel Casino was rejected and credited back to your casino account.
>
> Please note that the minimum amount that can be withdrawn is $100.00 when you've played any free $15.00 bonus if no purchase was made. Otherwise you will need to cash out $100.00 plus the amount of the purchase.
>
> Please check the terms and conditions for this bonus on the casino's web site for more information.
>
> Thank you for your understanding.
>
> Should you require any further information, please do not hesitate to contact Grand Hotel
> casino support.
>
> Best Regards,
>
> E Processing Services
> on behalf of Grand Hotel Casino
>
> Website: www.eprocessingservices.com
>
> General info or queries support@eprocessingservices.com
>
> Payment info cashier@eprocessingservices.com
>
> Australia 1800 151 232
> Canada 1866 818 8339
> France 0800 916 457
> Germany 0800 187 3406
> Hong Kong 800 933 242
> Italy 800 871 502
> Israel 1800 9441 210
> Portugal 800 880 390
> South Africa 0800 990 538
> Spain 900 998 995
> UK 0800 015 5697
> USA 1866 577 3694
> DIRECT FAX for other countries 0044 207 308 1357

Well, gee, isn't that great.

And then this one, sent a few minutes later:

"Dear Linda _____
Casino Account : _______
Your most recent cashin has been paid. Full details are available on your CashCheck Statement at
https://Accounts3.microgaming.com/GrandHotel

Please note that all purchases and cashins of today will only be reflected in your next statement.
Cash in balances of less than $30 will be refunded to your Grand Hotel account.

Your credit card will be billed or credited as one of the following :
IFUND-E-PROCESSING SERVICES 866-525-2725
E-Processing Services Ltd
EPROC 18775282493
CWPay888-312-0714
PinPay 866-876-2403
Riscard Trading

We will always refund your Firepay card first for the whole amount you cashed in. You need to notify us if you wish to close or if you have already closed your Firepay, Neteller, Payspark or Click2Pay account. Your winnings might otherwise be credited on a closed account which could cause long delays before you receive them.

Cash ins balances for over $5,000.00 will always be processed via bank transfer and transferred to your bank account using the wire details you provide. Please ensure the submitted bank details are correct and up to date, as we cannot be held responsible for payments delayed due to wrong details. The transfer can only be sent to your own or a joint bank account.

Should we need any further verification or documents from you, you will be emailed, so please make sure you inform the casino of any change of email address.

Should you have any queries or comments please do not hesitate to contact us.

Regards

Grand Hotel
PAYOUT:
manager@grandhotelcasino.com

INQUIRIES & COMPETITIONS:
reception@grandhotelcasino.com

TECHNICAL SUPPORT:
support@grandhotelcasino.com

ACCOUNTS RELATED QUERIES:
accounts@grandhotelcasino.com

Toll Free
USA: 1 877 528 2496
Great Britain: 0800 056 7591
Italy: 800 781 060
Australia: 1800 146 614
South Africa: 0800 913 226
France: 0 800 913 228
Germany: 0 800 180 8275
Spain: 900 944 426
Portugal: 0 800 880 222
Japan: 0 053 1780 012
Canada: 1 877 952 2222
Greece: 00 800 4413 1212
Hong Kong: 800 903 650
Israel: 1 800 944 1205"

Well, there is in fact $35.00 credited back to my account. But the phone number is still wrong, and I would have had a better explanation that I had to reach $100 to cashout with a response from someone. IT has not responded regarding the account history issue, I still have not heard from the Rep, and my confidence is not restored.

I think I have spent enough time on this matter, and will just go play that $35.00. I still can't tell if I made a deposit or not, but if I did, it was not more than $50.00. Hey, if I could only just call someone?

[Jasminebed]

Oh, this time in from Grand Hotel itself:

I am paraphrasing but they sent me a reminder that I have until April 29th to take advantage of a match bonus promotion. Yeah, I'll be right on that

[vinylweatherman]

Oh, this time in from Grand Hotel itself:

I am paraphrasing but they sent me a reminder that I have until April 29th to take advantage of a match bonus promotion. Yeah, I'll be right on that

Unbelievably "dense" CS!

They don't have a clue, and the subject of the phone number seems to be well over their heads, perhaps they should ask one of their KIDS what to do about a phone number that goes to the wrong person when called. Maybe they should try the number themselves and see what the problem is.

Perhaps this Toronto park is getting fed up with all these calls from Canadian Online gamblers, and may think to complain to the authorities, and maybe this will bite the Kahnawake in the a$$, as the Canadian government don't really like what they are doing.

If it takes a month or more to correct a phone number, how can players trust that more important aspects of the website are accurate, such as important changes to terms & conditions, as seems the case here with the player confused about the cash-in rules for this free chip.

I have received this offer too, and the rules look very complicated, yet MG have a bonus system that make rules far simpler.

Here is ONE MG casino group that has the dreaded max cashout rule applied for EXISTING LOYAL PLAYERS, just like RTG. Other MG casinos only have this rule for free chips given to new players who have never deposited.

At least with a free chip, only time has been lost, not money, and you have found out how bad their CS for Canadians is for free

Tell them you and your fellow Canadians will only deposit once they have a valid phone number, and not before (by Email, of course).

[Jasminebed]

Played that $35 in my account down to $0. Had I reached the $100, would have tried to cashout. BTW No Canadian Phone #, and no further answer from Tech Support. Easier ways to lose my moolah.