Casino Grand Bay can kiss my @#$

[Casinomeister]

A general comment pertaining to everything

Another thing, Daffy's procedure of double checking bonus offers is a sad testament to how this industry has treated its players. Hire some apes for customer service/marketing, hit a few buttons and send the emails offering the players x, and then renege on the deal when the mistake is "discovered". How convenient.

Casinos should be held to their word - simple as that. I've preached over and over and over again that this industry relies not on stamps of approval, licensing agreements, scrutinized algorithms and hullabaloo, but trust.

Trust and reputation is everything; without it you have nothing. Period.

 

[jetset]

This thread was started on 28 December, and the screwup clearly came to the casino group's notice some time before that, yet we still see no concerted management moves from Grand Prive to deal with this crisis and see that their players are fairly and honestly treated.

Quite apart from the apparent lack of customer sensitivity, it is bad business to allow this damage to reputation and business to continue.

It's not good enough. If the place is open for business over the holidays then members of management with decision authority should be on duty too...and sorting this out.

 

[uungy]

I got in cotact with ecogra, and they also gave they same non-sense response
I have investigated your query with the casino and have made the following findings;

I have investigated your query with the casino and have made the following findings;



The bonus was credited to your account on the **th of December 2005.
Your account was then locked after you threatened to chargeback. This is a security measure that is taken to limit further transactions that could be made and then also charged back.
The casino Terms and Conditions states the following;
o Unless specifically stated otherwise, ONLY bets on SLOTS AND KENO count towards meeting the wagering requirements. Players HAVE to wager their deposit and bonus on either SLOTS OR KENO in order to both receive and cash-in promotional bonuses.

You only wagered 70 in European blackjack and as such did not meet the wagering requirements.
Also, pound accounts have been excluded from receiving this bonus. The website states that promotions are only offered to USD, CAD and Euro accounts.


Bearing the above in mind I must inform you that I find your dispute to be invalid.

The point is they didn't even bother checking the terms and conditions themselves (they did give the bonus at the end, after threatening to post here about it) but the rest is a disgrace that they consider themselves a go between.

Firstly I explained that I had no response anmd they kept saying they "are looking into it" (surprisingly it took them a couple of hours once i threatened the chargeback) as they claimed I dodn't credit my account at all. I took on if they didn't get it then I should claim a chargeback, as they are claiming it wasn't recieved.
The nonsense about slots and keno, was not in the terms and conditions Outdated URL (Invalid),
and yes i wagered it once , thats all that was in the requirements.
The last one also shocks me, if it is fornot for GBP why did i get the offer, and why is it not posted in the t&c's.

I think they are no better than the rest. They should request the t&c's fully before sending ouch such nonsense, sticking up for the casino!

I still haven't heard from khanawake

 

[uungy]

This thread was started on 28 December, and the screwup clearly came to the casino group's notice some time before that, yet we still see no concerted management moves from Grand Prive to deal with this crisis and see that their players are fairly and honestly treated.

Quite apart from the apparent lack of customer sensitivity, it is bad business to allow this damage to reputation and business to continue.

It's not good enough. If the place is open for business over the holidays then members of management with decision authority should be on duty too...and sorting this out.

My problem started mid december

 

[jetset]

For clarity, uungy: you are claiming that the casino retro-changed it's T&C's to read the following, and then used that to disqualify your bonus, right?

QUOTE:The casino Terms and Conditions states the following;
o Unless specifically stated otherwise, ONLY bets on SLOTS AND KENO count towards meeting the wagering requirements. Players HAVE to wager their deposit and bonus on either SLOTS OR KENO in order to both receive and cash-in promotional bonuses.

You only wagered 70 in European blackjack and as such did not meet the wagering requirements.UNQUOTE

This keno and slots only condition did not pertain when you wagered, right?

Applying retrospectively changed T&Cs is an additionally serious indictment of the casino and that should ensure that your case is reopened imo. Do you have a screenshot or other proof of the T&Cs in force at the time you wagered (ie the ones that were retro-changed) ?

Who gave the bonus when you threatened to post - was it management or the Support people?

BTW for future reference threatening to chargeback is a red flag raiser for sure.

 

[jetset]

oops - I read that too fast and I see that you have included a link to the T&Cs you played on.

 

[uungy]

For clarity, uungy: you are claiming that the casino retro-changed it's T&C's to read the following, and then used that to disqualify your bonus, right?

QUOTE:The casino Terms and Conditions states the following;
o Unless specifically stated otherwise, ONLY bets on SLOTS AND KENO count towards meeting the wagering requirements. Players HAVE to wager their deposit and bonus on either SLOTS OR KENO in order to both receive and cash-in promotional bonuses.

You only wagered 70 in European blackjack and as such did not meet the wagering requirements.UNQUOTE

This keno and slots only condition did not pertain when you wagered, right?

Applying retrospectively changed T&Cs is an additionally serious indictment of the casino and that should ensure that your case is reopened imo. Do you have a screenshot or other proof of the T&Cs in force at the time you wagered (ie the ones that were retro-changed) ?

Who gave the bonus when you threatened to post - was it management or the Support people?

BTW for future reference threatening to chargeback is a red flag raiser for sure.

In regards toi the chargeback, let me make it clear, first they said i didn't deposit (which they claimed first not to have recieved my money), whats wrong making a chargeback in such an instance, they then said it wasn't in the correct timescale, they then said i played the wrong games. The link I put up was the link in the email. I only got a serious response after 2 days once i threatened. The email was for some customer care rep I think, not a manger.

The t&c's have not been changed on that link, and iam not bothering re-opening my account with this lot again.

I don't mind the red flag, I will be wearing the flag with pride and honour ;0)

 

[jetset]

....first they said i didn't deposit (which they claimed first not to have recieved my money), whats wrong making a chargeback in such an instance, they then said it wasn't in the correct timescale, they then said i played the wrong games. The link I put up was the link in the email. I only got a serious response after 2 days once i threatened. The email was for some customer care rep I think, not a manger.

The t&c's have not been changed on that link, and iam not bothering re-opening my account with this lot again.

Wow - can't say I blame you after being treated like that. This is totally unacceptable and I have contacted eCOGRA about it as I believe this sort of inefficiency and discourtesy should not be left unremarked as far as the owner of this group is concerned. This outfit apparently is in need of a serious shake-up.

 

[uungy]

I did reply do ecogra once i got the bonus stating to close the case, but their response (obviously they hadn't read my message) was this, I haven't even bothered getting back to them

 

[amandajm]

A player can email support and be ignored multiple times. Suddenly, 1 mention of the word chargeback and they can shut the account.

Inviting players to deposit, wager for a bonus, refuse the bonus after wagering is worse behaviour than a player charging back.

Until ecogra actually do something like remove a firms seal for this kind of thing, they'll not be earning that trust thing anytime sooner than another 4 years of operation Bryan.

 

[spearmaster]

I think our old friend Daffy (welcome back, by the way) is just overly cautious because of what casino operators have done in the past - as Meister said, a sad state of affairs.

I do believe, however, that an offer emailed and accepted is as much a contract online as it is anywhere else and of course that the casino must bear responsibility for its own errors.

I do support what Daffy recommends as a good precautionary measure, however - no sense not protecting yourself up front if you can

 

[caruso]

The nonsense about slots and keno, was not in the terms and conditions Outdated URL (Invalid),
and yes i wagered it once , thats all that was in the requirements.
The last one also shocks me, if it is fornot for GBP why did i get the offer, and why is it not posted in the t&c's

The terms here are generally clear as mud. I was also recently denied a $300 bonus on the grounds on non-slot wagering on the deposit, but I took this one on the chin having always wagered deposits on slots previously and was just trying to see if deposit wagering on non-slots was OK. Of course, the linked T & C to not state that non-slot wagering on the deposit does not qualify for the bonus, and in fact they USED to allow non-slot wagering - this is a change in the last few months.

The fact of a GBP player being denied a promo on the basis of exclusion of GBP players is just another example of their galloping inefficiency. If you don't want to grant promos to GBP players, TRY NOT SENDING THEM THE OFFERS, duuuuuuuuuuuuh.

...they did give the bonus at the end, after threatening to post here about it

What kind of a Mickey Mouse setup is? The casino denies the bonus, Ecogra backs them up - then the casino GRANTS the bonus because the player threatens to make a post about it??

BTW, if anyone's interested, today's deal: 100% bonus up to $50, haaaahahahahaha. Think I'll pass.

 

[jetset]

QUOTE: What kind of a Mickey Mouse setup is? The casino denies the bonus, Ecogra backs them up - then the casino GRANTS the bonus because the player threatens to make a post about it?? UNQUOTE

Assuming uungy's post is accurate, I would have to agree with Caruso here.

This is an appalling state of affairs and the casino would appear to have placed eCOGRA squarely in the crossfire. I think an investigation is needed to establish why this complaint of uungy's has gone wrong at every level, and I have suggested to eCOGRA that this take place. The CEO was independent and flexible enough the last time the FGA's ruling was flawed some time ago, and I trust he will exercise the same discretion here.

 

[uungy]

I fired them an email that i have contacted ecogra, i then fired an email that i will post on casinomeister, I can only speculate that they gave the bonus within a few hours because of the latter, as ecogra hadn't contacted them, and also at the end they took their side, so I doubt that they took much into consideration that I had contacted ecogra.

The shambles is that ecogra sent me this without verifying my side of the case, which doesn't consider them very much as an independent middleman.

 

[jetset]

I would guess that your side of the case was detailed in the complaint that you lodged with eCOGRA, which presumably included that link to the disputed T&Cs?

It will (hopefully) be interesting to hear how they support the FGA's decision against you.

 

[uungy]

I would guess that your side of the case was detailed in the complaint that you lodged with eCOGRA, which presumably included that link to the disputed T&Cs?

It will (hopefully) be interesting to hear how they support the FGA's decision against you.

the form i filled in to the was as follows

i deposited in the casino for a promotion (100% promotin). the terms and conditions are here Outdated URL (Invalid). however when i claimed the promotion, first they said i hadn't deposited in the timescale. after prooving that i did they didn;t get back to me. i was obviously forced to threaten them with a charge back as they didn't want to comply with their own terms and conditions. they then claimed that i played the wrong games. when i showed them their own terms and conditions they decided to lock my account as i threatened them with a chargeback, and don't want to honour the bonus. i think its a disgrace

so yes i had the terms and conditions in it............... and they are the middleman..... May I also mention there is nothing to indicate that GBP players are excluded

 

[jetset]

Thanks - well, that seems to cover your dispute pretty much as you have described it here, and the FGA had the T&Cs in dispute at her fingertips. I can't personally see why your complaint failed, but we're all fallible.

Let's see if there's a logical explanation for this, or if it is just a plain old-fashioned screw-up.

 

[LisasLuck]

I really thought SOMEBODY from Grand Prive would have at least made an appearance at this forum by now..... hmmm ... that alone speaks volumes.

 

[Casinomeister]

Last I heard they were getting to this today.

 

[bonustreak]

Last I heard was "Why post over there it does no good and only adds fuel to the fire, it is best to ignore and it will go away", there were other things best left unsaid for now.

 

[jetset]

And that's the problem with some of these so-called *marketers* - they have no feel for the consumer, and no idea of the repercussions that a message board like this can generate for their operators when they screw up.

Arrogance + ignorance = lost business.

 

[silkprint]

I am thinking they will learn though .

 

[bonustreak]

And that's the problem with some of these so-called *marketers* - they have no feel for the consumer, and no idea of the repercussions that a message board like this can generate for their operators when they screw up.

Arrogance + ignorance = lost business.

That is the exact thing we have been saying and tell them for months!

 

[yosbree]

hmmmm

Iam shock that there are so many complaints and no one comming to address them, clearly they do not care. A year ago if there was a complaint they would personally come and address the problem and it was all fixed now they just dont care. Even sites that are rogued are rogued for less than this at some sites. I personally was insulted by GBC and then all over the many many forums posts about them treating depositors unfairly, reneging on bonuses and constant changes to terms and conditions. The masses are uninstalling and this group of casinos must be going to feel the ramefications from this very very soon if not already.

 

[SlickWilly]

I think when a complaint reaches 10 pages in length on the forum it should be awarded some kind of milestone award.

In this case, because it is about complaints, its should be a negative one.

How about the Big Loser Award for the casino and the problem they caused when they reach 10 pages or more.

A kind of shame award that we can look back to at the end of the year, in reflection, and say "What a Big Loser that casino is!"

Lol