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Grand Duke Casino

Discussion in 'Casino Complaints - Bonus Issues' started by mickey11, Aug 21, 2011.

    Aug 21, 2011
  1. mickey11

    mickey11 Dormant account PABnononaccred

    Occupation:
    Consultant
    Location:
    UK
    Hey guys,
    I'd really apprecaite your advice.
    I've played online casinos for years now so fimiliar with most of them.

    A few weeks ago I joined Grand Duke Casino, what a mistake that was. I started playing and they awarded with loads of bonuses ( they sent me an e-mail with loads of promotions), anyway, I deposited £1,300 and lost the lot including all the bonus money, I'm not a very good casino player, too impatient, and i always seem to lose in the long run ( don't ask me why i keep on playing). I decided to give it one more go and deposited another £500, this time no bonus was awarded and i played away. I went on a bit of a streak, and started winning. I decided I wanted to cash out, as it's money I could definitely do with. First of all they made me send all the neccessary details, which I'm more than happy to do, I had to re-send my scanned documents, a bit of a pain but no real drama. Then they hit me with a message saying I hadn't reached the wagering requirements fro my bonus, I obviously e-mailed back and said there wasn't a bonus linked to my last deposit so the money I had won was real money.

    That was nearly 3 weeks ago and it's been an endless saga of e-mails and excuses from Grand Duke. The customer support on live chat had the cheek to call me a "bonus abuser", never been called that. Then they said I'd violated the terms and conditions of the bonus as I played Roullette and Multi-hand blackjack, I kept saying the last deposit wasn't linked to a bonus but they've ignored me. I'm so frustrated and disappointed with this casino, they've been so unprofessional and I must have sent 30 e-mails and called through to the Philippinnes 5 or 6 times. I was told I wasn't allowed to speak to the casino manager so I must have spoken to 6 different "support" staff. So now they've said before I deposited the £500 there was £50 left in my account which was linked to the last bonus, this is absolute rubbish, I never deposit more cash if there's money in my account. I got my bank roll up to £5,850 with the last £500 deposit, in my mind, that's my money. To add more insult, they called me and said they're returning my last £500 deposit and told me I wasn't welcome to play in the casino any more. I've asked them for proof that there was £50 still in my account and they've ignored me, but they've taken all the money out of my account so essentially stolen £5,350.

    Can anyone give me advice on what to do? throughout the process I read a few disturbing posts on Grand Duke so to cover myselef I took a screen shot of my balance as I had a feeling they'd do something like this.

    What do you think my next steps should be?

    Any help would be great.
     
    Last edited by a moderator: Nov 15, 2011
  2. Aug 21, 2011
  3. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Hello and welcome to the forum, mickey11 !

    Grand Duke is in the Rogue Pit, so I'm afraid you've chosen wrong casino to play at.
     
  4. Aug 21, 2011
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    It's my understanding that they were in the Pit briefly but were pulled after Bryan talked with the site's management (see here).

    @mickey11: If you want to file a formal complaint here at Casinomeister check out our Pitch-A-Bitch (aka 'PAB') service.

    In a nutshell you file your Pitch-A-Bitch by completing the PAB form, I receive that, pre-screen it and then submit it to the casino people. The idea is that we're seeking a resolution to your complaint or a good reason why it cannot be resolved satisfactorily. The service is free of charge and is available to all Casinomeister members in good standing.

    If you decide you do want to use the Pitch-A-Bitch service you are STRONGLY advised to read the Pitch-A-Bitch FAQ in full.

    Why? Because you have responsibilities in the PAB process too, both in preparing your PAB and while the PAB is underway. A successful PAB process depends on you and your cooperation with our procedures.

    You can see more about past PABs on our PAB Archives page.

    Regards,
    Max Drayman, Pitch-A-Bitch Manager
     
    2 people like this.
  6. Aug 21, 2011
  7. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Thanks, Max!

    But IMO they are heading straight back to the pit. Let's see...
     
  8. Aug 22, 2011
  9. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Might be a looking at a de-pit to re-pit record here! :eek2:

    Although we should always look at every case on it's own merits, there does seem to be a lot of controversy surrounding GD since they opened which is never a good thing IMO.
     
  10. Aug 22, 2011
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Quite so. I already have a few PABs on deck re: GD, looks like more on the way.
    That said, they aren't in the Pit until they are in the Pit, if you know what I mean.

    LATER: Okay, the OP has filed a PAB and I'll submit it to them shortly, then we'll see what we see.
     
    Last edited: Aug 22, 2011
  12. Aug 25, 2011
  13. mickey11

    mickey11 Dormant account PABnononaccred

    Occupation:
    Consultant
    Location:
    UK
    Hey,
    Did anyone else have any ideas, I've sent quite a few e-mails to Grand Duke and they always reply saying please be patient but never follow it up. I've asked for proof that there was £50 in my account when I deposited my last £500. That shouldn't tale too long?
    Max - Did you hear anything back?
     
    Last edited by a moderator: Nov 15, 2011
  14. Aug 25, 2011
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Dude, your PAB is in progress, STOP POSTING! See You must register/login in order to see the link. for details.
     
  16. Oct 28, 2011
  17. mickey11

    mickey11 Dormant account PABnononaccred

    Occupation:
    Consultant
    Location:
    UK
    I've played online casinos for 10 years, Grand Duke is the worst of all of time. They steal, lie and cheat.

    Then THEY send you a threatening and rude e-mail.

    PLEASE DO NOT GO ON THIS SITE, THEY ARE ROGUE, GIVE YOUR MONEY TO CHARITY INSTEAD.
     
  18. Oct 28, 2011
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I assume you have read the Pitch-A-Bitch FAQ, yes? I've been working on your PAB for almost a month now so it comes as something of a shock that you would now decide to violate the PAB rules and start posting about your issue here on the forums. Shall I assume that you now want your PAB canceled and discarded?
     
    2 people like this.
  20. Oct 28, 2011
  21. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    I'd suggest the OP to delete this post.
     
  22. Oct 29, 2011
  23. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    I`d also suggest that this casino should have it`s own forum section. :rolleyes:
     
  24. Oct 30, 2011
  25. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    :lolup:
    :lolup: Sad, but true. And funny.... :lolup:
     
  26. Oct 30, 2011
  27. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    I would love to see the threatening e-mail. If its true I hope Max doesnt have to handle PABs on this casino. I dont want to waste the man's time on these rogues.
     
  28. Oct 30, 2011
  29. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    We shouldn't be encouraging the OP to post anything at all whilst his PAB is in progress.

    Let's see what happens and I'm sure we'll read it eventually.
     
  30. Oct 31, 2011
  31. mickey11

    mickey11 Dormant account PABnononaccred

    Occupation:
    Consultant
    Location:
    UK
    I understand the PAB is in process but I've read a number of posts on this forum and other forums regarding Grand Duke. I wish some-one had told me about them before I joined, I'm just trying to help unassuming casino players.
     
  32. Oct 31, 2011
  33. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Actually, you don't understand that your PAB is in process, because if you did you wouldn't have posted what you did.

    Please have some respect for the guys that are helping you (for free) and follow the simple rule of not posting about the issue.

    Max will post the appropriate warnings when your PAB is resolved if they are necessary.
     
    1 person likes this.
  34. Oct 31, 2011
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    Many of us here are already aware of Grand Duke, and their poor behaviour. You should think of yourself first, as they have your money. The rest of us DO have the luxury of voicing our concerns because they DON'T have our money held to ransom.

    In order to issue a formal "casino warning", Max has to have hard evidence of rogue behaviour, and this is often gained from a succession of PABs where the player is judged to be in the right, but the casino won't budge, or decides to stall or lie in order to win it's case by trickery.

    Violating the PAB rules prevents this evidence gathering process from working properly, and can result in a PAB being discarded. Far from warning others, this can allow the casino to get away with rogue behaviour for a little longer, as evidence from a PAB that has been discarded because a player has broken the rules carries less, if any, weight.
     
    4 people like this.
  36. Oct 31, 2011
  37. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    I agree that you should not be posting, while your PAB is in process.
    I understand that you're pee'd off by the casino, but waiting for your PAB is by far your best choice, both because, as Vinyl says, they have your money, and no doubt you'll have a way better chance of ever seeing your money, letting the PAB finish, than by yelling on your own, in a public forum, about how they "steal", "cheat" or any other less flattering words.
    Behavior like that tends to pee THEM off, and be far less cooperative, and furthermore other players, and I assume Max and Bryan too, have a hard time taking "yelling" people serious.
    So sit back, and wait for Max to do his thing...he's pretty darn good at it, if you just let him.
     
    1 person likes this.
  38. Oct 31, 2011
  39. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Thanks for your posts everyone, it's good to see experienced forum members giving the newcomers a guiding hand. :thumbsup:

    As it happens things are not going well with the Grand Duke PABs we currently have on the table. Their senior people had promised Bryan they'd work with us and they keep saying they'll happily cooperate but when I ask for specific info, or submit new issues, I'm not getting anything substantial back. This may be partially my fault because I was otherwise occupied for a few weeks last month and the GD issues slid for a while but that was weeks ago now and we still seem to be stuck in a rut.

    Bottom line: I'm giving them some extra time to get back to me -- with the appropriate reminders that I'm waiting and we need to get on with things -- but so far ... not much happening. If this situation persists I'll have no choice but to make this a formal and public issue.
     
    2 people like this.

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