AussieDave
Banned User
This concerns a bonus that was not received from CasinoGrandBay for a Deposit made on the 9'th March 2006 (Australian time). After waiting the 24 hours and still no bonus, I contacted support telephonically and was told I didn't qualify. Not to be put off by this I then email them. A further day progresses till a CSR returns a reply stating that I don't qualify for the bonus because I deposited outside of the time frame.
Under normal circumstances I'd simply let it go at that. But, considering that all their bonus offers (I'm flooded with them) fall outside my time zone and my ability to take up these offers, I thought I'd write back and try to explain my situation and see if they'd reconsider their time frame is relationship to mine, especially in regard to further promo offers.
A further 24 hours and I may add a somewhat arrogant response, has me retorting a few polite recommendations. I suggested that they (the CSR) escalate this to their promo Dept for consideration. A few hours alter I receive an apology and told that the CSR or the supervisor will contact me in 48 hours or sooner. That was on Saturday 11'th March.
Today 101 hours later and still no reply as promised, I decide to make contact via live chat.
After giving the CSR the tracking number of my emails, I'm first asked "what do you mean by tracking number what do those numbers mean? At that point I really had to wonder if I was speaking English. To save my frustration, I go into the story again and the issue, including the CSR's name (btw is Tammy). I'm told I'm not Tammy so I can't answer this, you'll have to speak with Tammy, but she’s not on shift.
I'm then asked to hold on, thinking (ok wishfully) that this CSR has got a supervisor to look into it. No she's come back and stated that on the 27/05/2005 I sent a WU for $100US but although it was credited to my account, who ever was supposed to pick it up didn't. The CSR then said I owe them $100US. I retort with have you got the MTCN and then go on to say why was I not informed about this matter. It's not like I have not been in contact with support many, many times since. Besides after that date I made further WU deposits.
They now claim that I owe them $100US, which to be perfectly frank I can't understand how the hell they'd not bring this up or at least have me flagged. Personally I find this pretty hard to swallow, considering that I've never, ever received any notification about it from either GandBay or WU and besides it's fast approaching 12 months ago.
Talk about frustrating. I am at the stage where I feel like saying to hell with online casinos. It's bad enough having to wonder these days if after you deposit if you win are they going to pay or are they going to pull some BS hoodwink and try to screw you over.
Considering that Grand Prive` holds eCogra Seals I'd expect far better management from casinos of this calibre. Their CSR's are about as useful as tits on a bull, imo they say what they like only to keep peace and to hopefully persuade you to make further deposits, then don't follow through. I don't know how eCogra rates nor warrants the abilities of a casino to befit using their seal, but in the case of Grand Prive` they really need to get their shit together.
PS I wanted to add it's not about the bonus anymore, it's about the lack of integrity and the sheer frustration. Why on earth BS customers, this industry is getting so competitive you'd think they'd (Grand Prive`) would at least have the common sense to make sure their CSR's (first line of contact) would generally have their fingers on the pulse.
Under normal circumstances I'd simply let it go at that. But, considering that all their bonus offers (I'm flooded with them) fall outside my time zone and my ability to take up these offers, I thought I'd write back and try to explain my situation and see if they'd reconsider their time frame is relationship to mine, especially in regard to further promo offers.
A further 24 hours and I may add a somewhat arrogant response, has me retorting a few polite recommendations. I suggested that they (the CSR) escalate this to their promo Dept for consideration. A few hours alter I receive an apology and told that the CSR or the supervisor will contact me in 48 hours or sooner. That was on Saturday 11'th March.
Today 101 hours later and still no reply as promised, I decide to make contact via live chat.
After giving the CSR the tracking number of my emails, I'm first asked "what do you mean by tracking number what do those numbers mean? At that point I really had to wonder if I was speaking English. To save my frustration, I go into the story again and the issue, including the CSR's name (btw is Tammy). I'm told I'm not Tammy so I can't answer this, you'll have to speak with Tammy, but she’s not on shift.
I'm then asked to hold on, thinking (ok wishfully) that this CSR has got a supervisor to look into it. No she's come back and stated that on the 27/05/2005 I sent a WU for $100US but although it was credited to my account, who ever was supposed to pick it up didn't. The CSR then said I owe them $100US. I retort with have you got the MTCN and then go on to say why was I not informed about this matter. It's not like I have not been in contact with support many, many times since. Besides after that date I made further WU deposits.
They now claim that I owe them $100US, which to be perfectly frank I can't understand how the hell they'd not bring this up or at least have me flagged. Personally I find this pretty hard to swallow, considering that I've never, ever received any notification about it from either GandBay or WU and besides it's fast approaching 12 months ago.
Talk about frustrating. I am at the stage where I feel like saying to hell with online casinos. It's bad enough having to wonder these days if after you deposit if you win are they going to pay or are they going to pull some BS hoodwink and try to screw you over.
Considering that Grand Prive` holds eCogra Seals I'd expect far better management from casinos of this calibre. Their CSR's are about as useful as tits on a bull, imo they say what they like only to keep peace and to hopefully persuade you to make further deposits, then don't follow through. I don't know how eCogra rates nor warrants the abilities of a casino to befit using their seal, but in the case of Grand Prive` they really need to get their shit together.
PS I wanted to add it's not about the bonus anymore, it's about the lack of integrity and the sheer frustration. Why on earth BS customers, this industry is getting so competitive you'd think they'd (Grand Prive`) would at least have the common sense to make sure their CSR's (first line of contact) would generally have their fingers on the pulse.
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I totally agree.
