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Casino Grand Bay can kiss my @#$

Discussion in 'Online Casino and Poker Complaints - old section' started by belgamo, Dec 28, 2005.

    Dec 28, 2005
  1. belgamo

    belgamo RIP Tony :(

    Occupation:
    gambler
    Location:
    usa
    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    As per management decision, all bonuses have been withdrawn from your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
     
  2. Dec 28, 2005
  3. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    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 You must register/login in order to see the link..
     
  4. Dec 28, 2005
  5. bdangel

    bdangel Dormant account

    Occupation:
    homemaker
    Location:
    Pa
    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!!!!
     
  6. Dec 28, 2005
  7. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    I totally agree.

    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.
     
  8. Dec 28, 2005
  9. SlickWilly

    SlickWilly Dormant account

    Occupation:
    Retail
    Location:
    New York State
    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.
     
  10. Dec 28, 2005
  11. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Good points SlickWilly.

    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?

    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.

    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.
     
  12. Dec 28, 2005
  13. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    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 :thumbsup:
     
  14. Dec 28, 2005
  15. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Occupation:
    Casino apologist
    Location:
    England
    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.
     
  16. Dec 28, 2005
  17. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    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 :D
     
  18. Dec 28, 2005
  19. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    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.
     
  20. Dec 28, 2005
  21. vedat

    vedat Dormant account

    Location:
    TURKEY
    what casinos should do

    i think a casino should warn players if they wont let them to participate on promotions and dont send those players emails about bonuses
     
  22. Dec 28, 2005
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Took the words out of my mouth.

    <sigh> C'mon caruso, you know as well as I do that it has nothing to do with Microgaming; this is an issue with the casino operators - not with the software provider.

    I've already sent off an email to the ones in charge at Grand Prive - no reply yet, hopefully not (but perhaps hopefully so) due to a holiday lull in response time. Belgamo, I urge you to contact eCOGRA now, if you haven't already done so, and file a complaint there. If what they are doing is dodgy in any way, eCOGRA needs to be notified.
    You must register/login in order to see the link.
     
  24. Dec 28, 2005
  25. paul1

    paul1 Dormant account

    I don't get it. Is this group banning people from taking advantage of their promotions? It's a slots-only and 20X wagering. How can ANYONE abuse that?

    Under those terms, no one can ever hope to have some kind of advantage over them. What are they afraid of?

    Am I missing the point?:confused:
     
  26. Dec 28, 2005
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    What I think is happening, is that a promo was sent to their players - but then "after the fact" it was withdrawn. The problem with this action is that by the player's act of making the deposit - he is agreeing to the terms, and thus should be allowed to play out the bonus per the casino's terms.

    For a casino to remove the bonus after the player has been offered the bonus and made the deposit is "bad casino practice" (IMO). This can be construed of tricking players into making deposits. I do not believe that this is the case in this situation, but it can be interpreted as such.
     
    1 person likes this.
  28. Dec 28, 2005
  29. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I agree completely with the above. And this issue is clearly widespread - there are complaints popping up all over the place of similar treatment from this group, indicating that this is neither isolated or an error.

    These emails are being sent specifically addressed to user names and account numbers. When the player accepts by depositing and playing, he or she is subsequently told that the promised bonus will not be forthcoming.

    This is totally unacceptable behaviour by the casinos involved, and every player affected needs to complain online to eCOGRA a.s.a.p..
     
  30. Dec 28, 2005
  31. belgamo

    belgamo RIP Tony :(

    Occupation:
    gambler
    Location:
    usa
    I think I'll take you up on that ecogra complaint process.Being an avid online gambler and depositing several thousand a month into casinos, I am well aware of bonus terms, and did completely satisfy all terms with the grand bay bonus.I deposited during the correct hours and even played through it into extinction Monday night. Then as usual expected the bonus to be there as stated in THEIR email the next day. Oh well. It was only 50.00 live and learn. I'll stick with Fortune lounge group, they are generous with their bonuses, and being a Vip with them, support never has never been an issue.
     
  32. Dec 28, 2005
  33. belgamo

    belgamo RIP Tony :(

    Occupation:
    gambler
    Location:
    usa
    Look what just came in my email LOL

    What you dont see below is the part that states buy up to 250.00 and get a 50% bonus , this after they closed me off from all bonuses yesterday. Like I'd ever see it!

    If you cannot see this message, please click here.

    Dear Tony,
    Casino Grand Bay brings you a Double Prive Mystery BONUS this Wednesday!

    The Lost City: In the center of a volcanic valley, surrounded by the slopes of the Pilanesberg Mountains, a wonderland rises from the dust. Shimmering in the African sun, the fantastic Sun City resort complex could be mistaken for a mirage.

    The complex is one of the world's largest adult entertainment centers. Gaming on the casino tables, golfing on any of its superb 18-hole courses, watching boxing matches, attending performances by some of the world's most popular stars, lazing in the plush ambience all combine to make this city a place you'd love to get lost in.

    The complex consists of a few hotels, each with it own character but similar in their majestic service. The crown in the Sun City jewel is without a doubt "The Lost City" - featuring mind blowing architecture, stunning African characteristics and exceptional attention to detail.

    Your bonus will be credited on Thursday, 29 December 2005, by midnight (EST).

    Your account number is tgbr0114$&%$
    Terms and Conditions apply.





    Also available in Canadian Dollars and Euros.
     
  34. Dec 29, 2005
  35. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    QUOTE: Casino Grand Bay brings you a Double Prive Mystery BONUS this Wednesday! UNQUOTE

    Heh! The only mystery here is whether they will honour the bonus this time!!!
     
  36. Dec 29, 2005
  37. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    As Road House Reels is not sealed by eCogra yet, wont this impact on making a complaint to eCogra? It's not like Grand Prive` belonging to the IGC where it covers all casinos under their operation.
     
  38. Dec 29, 2005
  39. Slotmachine

    Slotmachine Dormant account

    Occupation:
    Management
    Location:
    US
    :D Hehheh, really, mystery bonus indeed!

    These repeated e-mails are demonstrative of how the right hand does not know what the hell the left hand is up to....seems to be the case in many Casinos' customer support and promotion departments...

    I'm gobsmacked that the Casino in question hasn't reacted to this thread in any way. Losing customers as we speak...literally. I actually opened an account at whatever their Rockn Roll Reels casino was called again...to try it out with the $15 no-deposit bonus, but after reading all this, I think I'll just stay well clear..

    Cheers,
    SM
     

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