Grand Mondial needs to do better than this!

[cynthial]

Waiting since last Saturday evening for a withdrawal. It is to a web wallet. Nothing new. Not first withdrawal. Just waiting and waiting.

info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our *operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our *operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service

It took 9 minutes for them to get online with me!

Jose: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jose: will be assisting you, how could I be of service...
Vgmr00XXXX: Hello Jose,
Vgmr00XXXX: I am writing to inquire about a withdrawal I requested last weekend.
Vgmr00XXXX: Could you look to see what the holdup is?

No response at all from “Jose” here, nothing! Finally the auto response kicks in.
Jose: Thank you for waiting. I'll be with you in just a moment.

Then this is the genius answer he comes up with.

Jose: Kindly note Cynthia that you requested that cashin on the 06/04/2009, and it is being reviewed by our financial department, as soon as they have processed it, you will be informed accordingly
Vgmr00XXXX: Yes I am aware of the date of the withdrawal.
Vgmr00XXXX: It is to a web wallet and it should not take a week to accomplish.
Vgmr00XXXX: Thanks for your time.

Bah!

[chuchu59]

Bah from me too Cyn especially the last bit from Jose who should have told you something you dont know. Mario, you should look into this and give an explanation.

You need to wait for 10 minutes for world-class service. Sheesh!

[vinylweatherman]

Bah from me too Cyn especially the last bit from Jose who should have told you something you dont know. Mario, you should look into this and give an explanation.

You need to wait for 10 minutes for world-class service. Sheesh!

I have extracted an explanation from Lilani (VIP host). It seems that Playshare have had severe problems with their ISP, which have meant they have been unable to do much at all since the 5th of April. More importantly, they have been UNABLE TO PROCESS WITHDRAWALS, and presumably ALL withdrawals will remain on hold till this problem gets sorted. A 5 day outage is no MINOR matter, and it is lamentable that PLAYERS have not been PROACTIVELY informed of these SEVERE issues. The effects are wide ranging, from sporadic "ignored emails", to the system screwing up promotions, with CS being unable to do anything because of the ISP issue.

What turns this into an absolute PR DISASTER is the fact that the DEPOSIT process is completly unaffected by any of this, so players see this as the casino happy to take the money in an instant, but "stalling" when it comes to giving it back, giving competent help, or honouring promotions.

Mario should come here and "name & shame" the errant ISP that has managed to kick Playshare whilst it is already down.

I suspect Mario is away for Easter, but I would NOT expect all the CS to have Easter off. The long wait for live chat is probably due to the escalating nature of this mess, since there will be more and more players noticing things are going wrong, and wanting explanations.

The best thing to do would be to email an emergency status "newsletter" to all players registered at affected casinos, explaining the problems. This should ease the load on CS over the Easter break at least, although we will be expecting swift progress next week, and a full explanation of events.

Playshare should consider taking action against the ISP, since a 5 day outage can SERIOUSLY damage their business integrity. If MY broadband was down for this long, I am sure I would be giving Virgin Media some SERIOUS hassle. I would also be plugging in my BACKUP (Talk Talk - free broadband, even though only ADSL 3Mbit, better than nothing though).

[chuchu59]

Okay, the explanation for the delay in withdrawals is acceptable given that it wasnt entirely their fault but it makes the CSRs look even more incompetent. They sound like the typical Rival support staff who tells you it is normal to wait for 5 working days to get your money.

[vinylweatherman]

Okay, the explanation for the delay in withdrawals is acceptable given that it wasn't entirely their fault but it makes the CSRs look even more incompetent. They sound like the typical Rival support staff who tells you it is normal to wait for 5 working days to get your money.

Quite, their incompetence has been in HANDLING this UNEXPECTED issue. Good quality support should be able to react quickly in a disaster, but it seems they don't know what to do, and are just offering "stalling" excuses.

Take the example from Cynthia

Jose: Kindly note Cynthia that you requested that cashin on the 06/04/2009, and it is being reviewed by our financial department, as soon as they have processed it, you will be informed accordingly

Jose probably doesn't have the slightest clue what is going on, so gives out one of the canned responses that shifts the blame away from CS and to finance. The CORRECT explanation is the serious ISP problems they are having, and THIS explanation, unlike the one Cynthia was given, MATCHES the symptoms experienced.

[AussieDave]

Hi all,

Maybe it's a generic management directive that CSR's tells customers anything but the truth.

It's certainly the status quo I've received at most casinos I've dealt with over the years - as cynthial's post also clearly supports.

Is it just gamblers here that are generally switched on?

IMHO that's a moot point when one factors in that without gamblers a casino is a dead duck!

To me if a casino's CSR is honest then I'll bend with them. However BS me and that's when I start posting my issues on forums and such.

For me it all comes down to respect. By not granting me the truth I'm being played for a fool and disrespected.

Cheers
T

[winbig]

Waiting since last Saturday evening for a withdrawal. It is to a web wallet. Nothing new. Not first withdrawal. Just waiting and waiting.

info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our *operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our *operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service

It took 9 minutes for them to get online with me!

Jose: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jose: will be assisting you, how could I be of service...
Vgmr00XXXX: Hello Jose,
Vgmr00XXXX: I am writing to inquire about a withdrawal I requested last weekend.
Vgmr00XXXX: Could you look to see what the holdup is?

No response at all from “Jose” here, nothing! Finally the auto response kicks in.
Jose: Thank you for waiting. I'll be with you in just a moment.

Then this is the genius answer he comes up with.

Jose: Kindly note Cynthia that you requested that cashin on the 06/04/2009, and it is being reviewed by our financial department, as soon as they have processed it, you will be informed accordingly
Vgmr00XXXX: Yes I am aware of the date of the withdrawal.
Vgmr00XXXX: It is to a web wallet and it should not take a week to accomplish.
Vgmr00XXXX: Thanks for your time.

Bah!

Wild...Small World. I too requested a withdrawal on the 6th, but requested a wire. One thing worth mentioning is that I was told that GM cannot send checks??

But anyways, I sure hope it's less than 21 days before I get this wire. I had one hit my bank within 72 hours from requesting it at GoWild, so there's no reason GM can't do it just as quick. What makes it even more insane is the fact that it was my first WD from GW, so I even had to send in documents (which they accepted on the first go-around)...This will be my 2nd or 3rd WD from GM....

This took 5 days to process (4 business days), which is way too long, IMO..it sat as reversible for 24 hours, even though I asked via live chat to get them to flush it, and was told they would (lie)...But, I was the bigger man here, I didn't even log in till a couple days later and saw that it's a work in progress (it's still listed as that, too.)

But, anyways...there's no reason that your WD should be taking so long. wtf is there to review??? Where's Mario in all this mess?

info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service
them: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
them: will be assisting you, how could I be of service...
me: Hello...I had requested a withdrawal on the 6th, and was wondering when that wire transfer would be sent...
me: it's still showing up as a work in progress..
them: Let me check it for you Brian.
me: ok
them: I'm sorry for the delay. I'll be right with you.
me: no problem..
them: Kindly note that the payment has been allocated on the 11th of April and can take up to 21 working days to be reflected into your bank account.
me: Allocated? meaning that the wire has been sent, or is in queue?
them: That has been send but take 21 working days to be able for you to get it into your account.
me: ok...you guys might want to lower that 21 day expectation....some banks receive them much sooner
me: Thanks much have a good one

[cynthial]

Update:

Arrived in wallet 8 days after request. Meh!

[winbig]

---------------------------
You can take the credit!
---------------------------

Please accept our apology for the delay in crediting you with your Grand Mondial Interest Rate Bonus. The unforeseen technical problems have been resolved, and you can look forward to receiving your bonus on time in the future!

That being said, we’re thrilled to inform you that your Grand Mondial Interest Rate Bonus for the month of March has been credited to your account.

Well done, you’ve received 0.01 bonus credits simply for playing and having fun at Grand Mondial Online Casino!

So now they're paying interest on any balance you leave in your account, but it's credited as a bonus?

I'll be sure to spend that penny in one place...

[rikkerbuddy]

I find that Rooms that have in house live chat or customer service is always better. We all do get glitches and it's out of the hands of both parties. How has all your other experiences been with the room?