Grand Aces/Geisha support flubs YET AGAIN!

[funeralparty]

Nadien: hello how may i assist you ?
latte222: Hello, I was told that I am eligible for the sign up bonus
latte222: someone was supposed to be crediting it to my account...
Nadien: unfortunately you do not qualify as you have opend your account in 2004 and the bonus is available for new players only
latte222: I just to spoke to someone 15 minutes ago,
latte222: and they said I was eligible for it
latte222: I agree that I opened my account in 2004
latte222: but I never deposited then
latte222: not until 2 days ago
Nadien: you are not eligable for the promotion,you are clearly not a new player and it is available for new players,please verify who you spoke to as no one femebers promising you the bonus.
latte222: I believe it was someone from geisha supposrt, because it went thru geisha support
latte222: for some reason,
latte222: but I was trying to reach grand aces support
latte222: and they checked my grand aces account and verified this
latte222: im sure they remember this...it was less than 30 minutes ago
Nadien: sorry i will not be able to give you the promotion like i said before the promotion is for new players only
latte222: But I am a new player!!! Are you checking my Grand Aces account: latte222
latte222: Hello?
Nadien: this is when your grand account w3as opend,it is 2006 now,Opened: 9/16/2004 9:36:05 PM
latte222: I understand that
latte222: Can you not understand that i NEVER made a deposit then?
latte222: my account history verifies this
latte222: I have never made a deposit until 2 days ago
latte222: Feb. 8, 2006
latte222: your promos page on your webste verifies you offer a first deposit bonus
latte222: this was my FIRST deposit
latte222: the fact that I opened my accout in 2004 makes no difference as I did not deposit then
Nadien: please hold just sent your request to account just a minute for me pleas
Nadien: we appologize for the delay your account will be cedited shortly,you can check in the next 10 minutes
Nadien: bye bye


This was my fourth chat with these folks about getting my sign up bonus. Is it really necessary for me to go to such lengths to receive my bonus? Maybe its just me, but I continually get poor support from this group...even though we were promised improvements in their CS. Notice Nadiens condescending remark, "reminding" me that it is now 2006

She is certaintly not a new employee as I have dealt with her before on many occasions. She could have EASILY checked my account and noticed I never deposited here before. Lazy? Doesn't care? Should it be this hard?????????????

 

[vinylweatherman]

Terms

I have often seen terms specifying that bonuses must be claimed within so many days of registering the account (often 30). If such a term exists then it looks like the casino is right, if no such term exists then the fact that it is your first deposit should prevail and they should give the bonus. They might have you down as a "trouble maker" now, so don't give them ANY excuse for confiscating winnings and refunding your deposit and go through those T & C like a lawyer

 

[funeralparty]

One of the terms on their signup bonus page states that the coupon code is good for 7 days and is non tranferable. This could be taken many ways. When I originally downloaded 2 years ago, I attempted to make a deposit (failed), but never attempted to claim the coupon (at least not to my knowledge). I uninstalled after my failed deposit attempt.

I translated the above as meaning I must claim the bonus, or redeem the coupon within 7 days of depositing.

I do see your point though, as I have seen similar terms....although most SPECIFICALLY say welcome bonuses must be claimed within a specified time frame of registering.

At any rate, they really had nothing to lose by granting me the bonus. And certaintly Nadien could work on her CS skills. (this is not the first time I have received sub par support from her)

 

[paul02085]

"Notice Nadiens condescending remark, "reminding" me that it is now 2006"

It could be that she is just so stupid she thinks you need to know that

 

[Wagerjunction]

A Massive Flub

Hello Guys

This is certainly something that i take very seriously and this is causing us a few pains at present as Customer service is at the forefont of everything we do and our representatives are well aware of this fact.It seems that further training is required

funeralparty - As per your conversation with NAdine i noticed that your account was credited with the bonus after a long while and for this i do apologize ,please can you PM me your account details as i would like to take a better look at your account and to hopefully ensure that this sort of thing does not happen to anyone again. I have contacted the Casino Management re this situation.They are taking a look at it andi can assure you action will be taken.

I can tell you that you will see improvement all around very soon.

Best Regards
Greg

 

[Wagerjunction]

Talk About Gratitude

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .



You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

 

[The Dude]

What?

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .



You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

You lost me here, Greg. You mean "Funeralparty" did a chargeback?

 

[paul02085]

Hmmm, funeral, say it aint so dude. Say it aint so.

 

[liquidsoap]

Well Funeral Party you certainly took us for a ride .

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned .



You are not welcome at any of my partner Casinos just in case you did not know

Regards
Greg

I really dont think someone like funeral party could do that.
It must be a mess up or something
And why are you laughing at the charge back?
If it is true its not a laughing matter!

 

[jetset]

This is a serious accusation, and I hope Greg has done his homework throughly before making it.

Especially as he has chosen to do it publicly - something with which I am not personally comfortable despite the initial attack on his company - two wrongs don't make a right and privacy is an important consideration in this business.

I think it could have been handled privately just as effectively.

If it is true, then the Evil Player section may have another entry soon.

Funeral, you need to step up and present your perspective now it is out here.

 

[tennis_balls]

I think it could have been handled privately just as effectively.

true dat. but it's more fun for forum watchers this way.

funeral. your silence is deafening!

 

[The Dude]

...funeral. your silence is deafening!

It's really not that all deafening. He didn't know about the thread until last night, and he PMd me stating he was going to check into this right away.

 

[Wagerjunction]

Resolving this

We are in the process of resolving this issue i am sure that all parties will be happy .We are an outfit that listens to players and our partners and we do take our jobs very seriously.At the same time we are also human and prey to those things we call emotions.

Perhaps i should have done this privately but as i was not afforded the opportunity i decided to respond in kind.

I am sure that this will work out well in the end .

PS - It is not a laughing matter,it is just that i found the whole sitaution a bit ironic and could not resist having a giggle about it.Well laughter is the best medicine is it not .

Have a great day guys

Regards
Greg

 

[winbig]

Perhaps i should have done this privately but as i was not afforded the opportunity i decided to respond in kind.

How did you *not* have the opportunity to try and resolve this privately? There's a link in their profile to email them as well as PM them.

Can you at least tell us why you jumped to the conclusion that these were indeed chargebacks, and not bank/neteller/whatever errors? I say this because you apparently didn't contact funeralparty to find out their side of the story before slandering them publicly.

 

[Wagerjunction]

Please Read My Post

Winbig

Please look at my post again. I have never said that there was a charge back and I have never stated that i could not PM Funeral party. What i stated was that I decided not to as I was not afforded the same privilege.

Anyway i look forward to resolving this with Funeral Party via IM .I hope that if he has any future issues with my Casinos he IMs me first .I think that this is something that the Meister has asked for previously from players and is a piece of etiquette that I think should be applied universally irrespective of whether it is a Casino or Player issue.

I think that i have now made my point regarding the subject and as stated previously look forward to resolving this amicably with Funeral Party .I am sure that there is some misunderstanding and i look forward to clearing it up.

Regards
Greg

 

[The Dude]

...Please look at my post again. I have never said that there was a charge back and I have never stated that i could not PM Funeral party. What i stated was that I decided not to as I was not afforded the same privilege...

Now, I don't understand what you mean. You weren't able to email him? Doesn't your casinos have customer support that deals with these sort of issues? And don't they have Funeralparty's email address?

Rereading the thread, FP initiated the thread out of frustration concerning an unrelated incident - and then you intervened to which he thanked you. This was nearly two months ago. And then yesterday you post that his deposits were returned - I read that as a charge back or bounced check.

When you say you aren't "afforded the same privilege", you lost me there. What do you mean by privilege? I am lost in your lingo.

 

[winbig]

Sorry, but that doesn't cut it.

What else is:

Got all of the Bonuses that you were due .Made purchases by ACH and funny enough we have had $2150 worth of deposits returned.

supposed to mean?

Especially when it's followed up with:

You are not welcome at any of my partner Casinos just in case you did not know

So you were going to kick a customer out of the group just because there may be an issue with the bank that wasn't their fault?

 

[soflat]

When you say you aren't "afforded the same privilege", you lost me there. What do you mean by privilege? I am lost in your lingo.

I think he meant that funeralparty went public rather than PM'ing the rep with his complaint first.

It's kind of funny because it looks like both issues could have been cleared up easily in private.

 

[The Dude]

I think he meant that funeralparty went public rather than PM'ing the rep with his complaint first...

But that was a complaint that was resolved nearly two months ago...

 

[Wagerjunction]

Lost ? Confused

Let me Clarify

I do tend to get a bit prosaic but i will tone that down.

I did not PM him as he did not PM me..This is the privelege i am talking about.

In this thread people are complaining about the fact that i have posted re this yet FuneralParty did not contact me initially when he had an unrelated issue and he could have.He posted and i felt that as he did that he would not mind me posting my issue.

Our Customer Service did email him with no response.

There is an amount of funds that have been returned as E-Check deposits returned due to insufficient funds.

I want to resolve this and hopefully it will turn out to be a bank error.

The point that i am trying to make is that players also have a responsibility to PM the Casino rep here before they go and make posts.I believe that this is something that you have previously requested Bryan and one requestr that i hope more and more players will use going forward.

Regards
Greg




Regards
GReg

 

[The Dude]

...I believe that this is something that you have previously requested Bryan and one requestr that i hope more and more players will use going forward...

Yes agreed, but two wrongs don't make a right. And if it was simply a unintentional screw-up, then everyone is just going to look stupid.

 

[winbig]

In this thread people are complaining about the fact that i have posted re this yet FuneralParty did not contact me initially when he had an unrelated issue and he could have.He posted and i felt that as he did that he would not mind me posting my issue.

I think what people are complaining about is your posting of sensitive information regarding this issue. Venting about problems you have with a casino is very different than coming in and saying "hey, this guy just bounced some checks with us".

.....

There is an amount of funds that have been returned as E-Check deposits returned due to insufficient funds.

You're just adding fuel to the fire with that statement....

 

[Wagerjunction]

Venting

SO guys let me get this straight .

Its ok for a player to vent but its not ok for a Casino rep to vent .

As for sensitive info - he posted a complete chat wwhich to Nadine could have been quite sensitive .

I wish now that i had PMed him but what is done is done .

All i am saying is that to be treat people in the same way you would like to be treated .

 

[Dirk Diggler]

Greg - unfortunately it is like that if you want your casino image to remain professional. Players are emotional beings and do vent when they feel they are being tricked/robbed or whatever else. Where as casino representitives should be above this and need to be professional, business like and show discression at all times.

It's not necessarily fair but it's only way it can work if you want the casino's image to remain professional. As Bryan said two wrongs don't make a right.

Everyone else - come on give Greg a break, he is probably the quickest to respond out of all the casino reps here with players problems and also one of the most willing to get involved in a debate about the issues.

He's the most human reps in terms of straight talking and it's this I feel that has caused this error in judgement, I'm sure we've all screwed up plenty of times and there's no point in hanging out one of the more helpfull reps we have here.

 

[winbig]

SO guys let me get this straight .

Its ok for a player to vent but its not ok for a Casino rep to vent .

As for sensitive info - he posted a complete chat wwhich to Nadine could have been quite sensitive .

I wish now that i had PMed him but what is done is done .

All i am saying is that to be treat people in the same way you would like to be treated .

You're right. Sorry to give you a hard time, but this is a trigger for me, as I'm sure it is for others too. If it in fact wasn't a mistake, the embarassment of having this aired in public far outweighs a complaint against a casino....

no hard feelings