Casino Grand Bay can kiss my @#$

[AussieDave]

I've also jumped on the bandwagon & request my accounts be closed. Some should be running a book on how many accounts Grand Prive` have lost today

Well this is the reply I recieved:

Dear xxxxx

Thank you for your email.

Please note that your request has been noted and all your accounts
across Grand Prive have been locked.

Kind Regards

Nicki Harods
Customer Services


I've since replied back stating that locked is meaning that my accounts are still held at the casino, it's just that now they are not active and prevent me from gaining access.

Another email was sent back demanding that all accounts be deleted & my personal details be removed from their player database.

Is this possible, or once you open an account is the account merely locked not closed / deleted?

 

[LisasLuck]

Grand prive

I was told by a casino in the past that it was not possible to actually delete an account....It wasnt grand Prive that told me that , I cannot remember at the moment who it was.

Anyway

I saw this thread wanted to share my experience with Grand Prive as well.
A couple months ago I was sent an email offer .. addressed to me personally and it said click here for your very special VIP offer LISA... so I clicked and it was for a 50% match bonus up to $1000.
Sounded like a good deal to me
So I went ahead and made a deposit during the required time frame, wagered it etc.
The following day when I went to play the bonus that had been promised to me my account balance was at zero. I waited another day thinking maybe they had been real busy and were behind in crediting my account.

The next day still nothing, so I called support and inquired about it (still thinking I must have just been overlooked accidentally or they had been backed up or something)

Well that was not it at all . I was informed that I was not eligible for this bonus because I was not a VIP!!!! Im thinking wtf??

I asked him , then why did you send me the VIP offer?
and the response I got was *this offer was sent out to all the real players at LAKE PALACE .... VIP OR NOT* I couldnt believe what I was hearing ... All I could think was Im glad I didnt go ahead and deposit $1000 ... then I would have been flaming.

Anyway after trying and trying to get my point across to him that the offer was sent to me , I deposited ....which meant I had fulfilled my part of the deal that they should honor this bonus for me. He would not do it. I got nowhere with this person on the phone ...he just kept saying this was for VIPS only which you are NOT! So I told him to keep his bonus and I would never spend another dime at that casino. He didnt seem very moved by this at all.

So I just stopped playing there ... until recently... I actually got a VIP christmas package in the snail mail from them.$250 no deposit and match up $1000 on first deposit after claiming the $250 ..

I have since been tempted to try and get them to honor the bonus from before since I am obviously a VIP ....or they would not have sent me a VIP Xmas gift right?
anyway not sure its even worth my time...

 

[LisasLuck]

grand bay

I have never had any similar problems at the sister casinos of Lake palace until this past weekend. I have been a loyal player at GrandBay and Bella Vegas for the past three years....

this past weekend I made a deposit on saturday for the cash explosion promo which is one that is posted on their promotions calendar and for all real players ...I have been taking part in this promo for a few weeks now , I was never sent an email offer on this so anyway saturday I made a deposit as always and on Sunday there was no bonus , it was Xmas so i thought it was just a delay due to the holiday ... when I did email them about it here is what I was told.


From:
Date: Mon, 26 Dec 2005 03:45:48 EST
Subject: cash explosion
To: support@casinograndbay.com


What happened to the saturday cash explosion ... I thought a deposit on Saturday gets a bonus on Sunday...please respond
Lisa XXXXXX



Subject: RE: cash explosion [ME-051226-444095]
Date: Mon, 26 Dec 2005 11:28:52 +0200
From: "CGB Support" <support@casinograndbay.com>
To:



Dear Lisa

Thank you for your email.

Please note that a decision has been taken by management to remove certain players from receiving any further bonuses. This is due to the bonus to purchase ratio being to high. However, if you have received the promotional email for the below mentioned promotion, please forward it to the casino in order to have your account reviewed and credited accordingly.

Thank you for your patience and understanding,

Kind Regards

Nicki Harods
Customer Services
From:
Date: Mon, 26 Dec 2005 05:13:06 EST
Subject: Re: cash explosion [ME-051226-444095]
To: support@casinograndbay.com



Well, I have gotten this bonus every other Sunday WITHOUT receiving any email... I cant believe management decides certain players are not allowed to receive bonuses without alerting the player to this adjustment!!!!!! That is underhanded and WRONG .....You still take our money letting us think we will be getting a bonus and then when we don't we get some lame excuse like all of a sudden we are not eligible... Give me a break!! we give you our money in good faith and cant even trust you will treat us the same in return ....that is very bad business you guys should know better .... I have spent over $500 this month alone at CGB and that is not counting what I have spent at bella and lake palace this month.
I have been waiting patiently for this bonus all day and as I said before I NEVER got any email about it in the past and never was given any BS about getting the bonus, it is posted right on the homepage of the casino...

As far as Im concerned I am entitled to this bonus as no one ever told me otherwise before I made my deposit. I believe my account should be credited without further delay...and next time I will know Im not allowed to collect a bonus so I probably wont deposit here ... I will just take the $500 I spend each month to another casino... there are plenty to choose from ...I just cant risk putting my hard earned money in a casino that pulls this kinda crap .... Im sorry but it makes me way too uncomfortable!!!

Im confident that you will sort this out and my bonus will be credited in a timely fashion, as I have waited too long already!
thank you
Sincerely,
Lisa XXXXXX

Okay so I never recieved the bonus or a response from them after that last email so I called yesterday and asked to speak to a supervisor and was told by the supervisor that my account had been tagged by managment that I cannot receive any more bonuses of any kind until my bonus to purchase ratio is at a more acceptable level.

I want to make it clear that I do not deposit only when a bonus is offered I deposit at this group at least 3 - 4 times a week.

so anyway I am going to take my money elsewhere from now on...

 

[Mousey]

There's some backpeddling going on if they are offering to credit you with a bonus for which you actually have the email offer to forward to them? Interesting. I wonder how many didn't know they would be denied the bonus and deleted the promo email(s). (Like the casino doesn't know who they sent offers to?)

I've forwarded one bonus email offer for which I deposited but did not receive the bonus to their support. They replied that they will forward it to the promotions department (!?!) to take care of it.

We'll see....

As to this elusive 'golden mean' of the perfect bonus to deposit ratio.... Nothing like imposing secret rules on players after the fact. Wonder if this secret formula covers the lifetime of our accounts or if it's just for this year. I suspect it applies to the lifetime of the account. (If so, why is this critical NOW?) I have no idea how many bonuses I've had in 3 years time. Bet my Bonus to Deposit to Cashout Ratio is really unbalanced. They offer bonuses. They approve bonuses. They give out too many bonuses? Guess who gets the short end of the stick?

Wonder how many of us with unacceptable Bonus to Deposit to Cashout ratios were also ones who lost their NETeller option at some or all of these casinos .....

 

[AussieDave]

Thank you LisasLuck for the heads up about closing casino accounts

Although its a shocker I can understand & sypathise with your feelings on this. Your spot on, there are plenty of other reputable casinos who appreciate players custom void of this BS.

Have great 2006

 

[slotchik]

I am too cancelling my accounts as a VIP at Grand Bay..

they treat their customers like crap!~~~

After getting treated so well by 32Red and company, why bother with the crappy casinos like Grand Prive group!!!!

 

[caruso]

To be honest, I have rather bigger fish to fry right now and don't much feel like lodging a complaint over a 50 bucks freebie. FTR, I've still not had any word from the promo department, in spite of being told they'd get back to me "within the hour".

I hope you other folks can put some heat under this lot and get your bonuses credited. Good luck.

 

[chalupa]

Just adding a "Me too" complaint, I was denied several bonuses after the fact including a $500+ bonus at Casino Grand Bay.

Adding salt to the wound, they CONTINUE to send me bonus offers to which I am presumably not entitled.

I'm am continually baffled at such blundering moves by casinos. All they would have had to do was identify the accounts they didn't want to give bonuses to, and simply stop sending e-mail offers to those accounts. End of story, and no player would have any legitimate complaint.

Hopefully the esteemed Meister can get this group to honor all its pending bonuses so we don't have to inundate him with individual PABs?

 

[tombomb]

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?

I say give everyone the bonus. Then just tweak the "random number generator", ha ha, and clean everyone out.

 

[SlotsPlayer]

I say give everyone the bonus. Then just tweak the "random number generator", ha ha, and clean everyone out.

 

[uungy]

Had a similar story with them, they sent this bonus, and the t&c's disallow only craps roullete and bacarat, i played BJ, and wanted to refuse as i hadn't deposited (when i had clealy deposited), then they said i hadn't played it on slots or keno (which didn't say so in their t&c's of that promo) Then they said they are looking ioto it, cut a long story short they have closed my account and banned me from bonuses (well i am not sure why both). I wouldn;t touch them again anyway, so they can enjoy my closed account!

 

[Casinomeister]

I've been in touch with the casino group and they said that due to the rotation of support and management staff for the holidays, there has been some miscommunication. I've been assured that any promotional offer that was extended to a player will definitely be honored.

 

[tombomb]

Dear Lisa

Thank you for your email.

Please note that a decision has been taken by management to remove certain players from receiving any further bonuses. This is due to the bonus to purchase ratio being to high. However, if you have received the promotional email for the below mentioned promotion, please forward it to the casino in order to have your account reviewed and credited accordingly.

Thank you for your patience and understanding,

Kind Regards

Nicki Harods
Customer Services

Sounds like they're having money problems.When you make a deposit to get a bonus you are locking your money into a 20x or whatever WR before you can make a withdrawal. I think they would want to credit the bonus as soon as posibble so they can lock up your money. I cant count the number of times Ive deposited, recieved a bonus' ran my balance up to say $1000+ and then crapped out trying to reach the WR.All of a sudden they flick the switch and the winning stops.Not neccesarily at this grand privie group as the switch is always off there.People should deposit using neteller instacash and let the casino eat the charges and not play until the bonus is credited.If it doesnt show up in the stated time frame then withdraw your money and let them eat those charges too.

 

[bonustreak]

That is the excuse this time, what about all the other times? What about hidden rules that pop up ALL THE TIME, and the bonus account at Bella the rules are so confusing anyone that plays on a bonus will not understand the rules!

They have burned a lot of bridges and many many accounts are getting closed, I think they need to humble themselves and stop acting as if they are high above everyone else, I also ask if the $200 and $300 snail mail bonuses have hurt them money wise??

Read more here if you like, at least some are standing up for the players!
Link Removed ( Old/Invalid)

 

[tombomb]

That is the excuse this time, what about all the other times? What about hidden rules that pop up ALL THE TIME, and the bonus account at Bella the rules are so confusing anyone that plays on a bonus will not understand the rules!

They have burned a lot of bridges and many many accounts are getting closed, I think they need to humble themselves and stop acting as if they are high above everyone else, I also ask if the $200 and $300 snail mail bonuses have hurt them money wise??

Read more here if you like, at least some are standing up for the players!
Link Removed ( Old/Invalid)

I received the $300 no deposit "snail mail" bonus from bella vegas.I then ran it up to $1350 and cashed out successfully.AND GOT PAID! The only time I hit any thing resembling a winning streak at this group.So I went back and tallied up my deposits for casino grand bay,bella vegas and roadhouse reels and what do you know?A little over $1400 in deposits.So they didnt lose anything to me.I had a lucky streak and almost got back to zero.I think they track your IP address and when you lose a certain amount they flick the switch and let you win some back.All in all I'm feeling that online casinos suck.I'm going to take a year off from them and see what my bankroll looks like at the end of '06.

 

[paul1]

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?

I apologize for posting this. I had forgot that there was already a thread about their new "bonus account" and Terms.

So now I just looked at their Terms at Bella Vegas's website because I just got a promo in email. OMG! Those Terms are CONFUSING! I read them for about five minutes, and my head started hurting. Thanks for the offer, but no thanks. Geez!

 

[tal23]

I've been in touch with the casino group and they said that due to the rotation of support and management staff for the holidays, there has been some miscommunication. I've been assured that any promotional offer that was extended to a player will definitely be honored.

That would be nice. After getting email offers at two casinos in the group last week I deposited, played my deposit to extinction, then was told after the fact my bonus ratio was too high. I am still getting email offers.
Why do I get the feeling to actually get these bonuses they offered would
take a lot of work on my part? I did save one of the promo emails, so I will forward it to them. I deleted the other as it had been over a week and
till now they had shown no signs of budging. I will post if they ever
credit either one, just checked and both accounts are still empty.

 

[jetset]

Grand Prive's explanation just beggars the imagination and makes one wonder how operations like this manage to survive amid such apparently rampant inefficiency (that's assuming you take their explanation at face value!)

Words now need to be backed with deeds. The honourable solution here is to email every player involved in this debacle (that's likely to be a major task in itself but they will have the records to do it if they are even half-way professional) and apologise, at the same time initiating the necessary account adjustment to make this right.

Merely attempting to assuage the outrage of forum posters won't cut it imo.

 

[SlickWilly]

I think they track your IP address and when you lose a certain amount they flick the switch and let you win some back.

Well, it does make one wonder how they control the winning, now doesn't it? I have experienced similar results at casinos I have played at, small streaks with long streaks of rediculous losing.

My feeling is, that if the odds are in the houses favor, then these online casinos should leave it at that. Do they track IP addresses or tag account usernames for wins and losses? I don't know and am not sure if anyone really does.

But what keeps them from doing so, who is the watchdog on that particular aspect of online gaming, and how could you ever really know for sure?

It's an interesting thought, definately one to ponder.

 

[AussieDave]

But what keeps them from doing so, who is the watchdog on that particular aspect of online gaming, and how could you ever really know for sure?

It's an interesting thought, definately one to ponder.

Well eCogra has a disclaimer on site which reads
"Accredited sites are subject to regular monitoring of their operation. Whilst eCOGRA makes its best endeavors, no representation or warranty can be given that the operation of any games at any given site is at all times in accordance with the eCOGRA requirements. Therefore eCOGRA cannot assume responsibility for consequences resulting from the use of any Internet gaming site bearing the eCOGRA Seal of Approval. eCOGRA is not liable to any person or group of persons, firm, company or entity for losses of any description that a user of an accredited site may suffer."

You do not have permission to view link Log in or register now.

Don't get me wrong I think eCogra is doing a good job. Yet in my opinion until a governing body holds the capcity to monitor games servers 24/7 thus defussing any doubt to the validity of RNG's, the fixing of win/losses will always be brought into contention.

 

[largeeyes]

From what I can tell, proper way to do this is file a dispute with eCogra, not PAB, right?

 

[Casinomeister]

From what I can tell, proper way to do this is file a dispute with eCogra, not PAB, right?

Actually both. Since this casino group is accredited by eCOGRA, eCOGRA needs to have whatever information it is at hand to take action (if warranted). They also keep these on file for future reference.

PAB is a good thing since I keep tabs these sorts of issues as well. It also helps me gauge the severity of a problem. Sometimes these things are blown way out of proportion.

For instance just recently, there was a dispute between Futurebet and an ex-licensee. Affiliates weren't being paid and this hit the fora. I was emailed by a couple of prominent webmasters who were giving me the heads up on this, and asked if I could assist. Not a problem. I contacted Futurebet's CEO - he said he would personally take care of the situation - I then made the announcement for anyone with an issue with revolutionarypoker to PAB. This was also announced at CAP and a few poker forums. So far four complaints have come in.

The grand FL spam thread generated three complaints - eCOGRA received about the same amount, and my guess is that they were from the same people. If not, that's six total.

So this is why it's important to PAB - it's like keeping a finger on the pulse of whatever is ailing us.

 

[amandajm]

Refusing to pay after the fact for a player would be via a chargeback.

This would render the player banned for life and name put on a chargeback database.

 

[caruso]

Hahaha, Grand Bay just sent me an email for a $500 bonus.

Yeah, like I'm going to deposit for that and put through a grand's worth of slot wagering, having had my last two bonuses denied.

What am I thinking?

Oh yes - it also contains my name and account number too. Fancy that, me thinking I'm entitled to a bonus on the flimsy basis of receiving a personalised email with my account details included. Whatever next?

 

[chalupa]

Me too... I received a personalized $500 bonus e-mail from Grand Bay today. I've also received several other e-mails from their sister sites since being "banned", all personalized as normal.

I'm not sure what other business could repeatedly blunder as much as online casinos seem to do and stay in business... maybe the US Federal Gov't if you count that as a business.

It must be a testament to how lucrative online gambling is for these places that they can run them so amazingly poorly and still make money.