Grand Duke Casino

So this goes completely contrary to the rationale for them wanting to be removed from the rogue list.
Any advice?
Well this is a very tricky situation.
I can't imagine the new owners were told about your outstanding debt when they bought the casino from the previous owners - so suddenly finding they owe a player over £35K would be a huge surprise to them & something they would have been very unlikely to have budgeted for.
And of course, you could be just one of many players in a similar situation - so the new owners could be facing a MASSIVE bill which they weren't previously aware of.

Personally I think you may be up sh*t creek - unless anyone else here has any other ideas what you could do...?
You could PM Maxd and ask for his view, but bear in mind I think he may be in Ireland at a conference right now - back at the weekend.

KK
 
Hmmm interesting case. I would hold the Casino liable for all debts to players. You simply can't claim new ownership and shun previous debt out the door.

The casino still operates under the same name and license, so a change in management and any other 'behind the scenes' change should not be relevant to players.

It's my personal opinion - But its the Ethical thing to do.

Nate
 
Personally, f you want to take over a company'casino/brand and profit from the name, existing players and recognition, you should also have to take the liabilities along with it.
If you're unwilling to absorb the debt then you should rebrand the product.
 
SmartLive is in the UK. I should be possible to pursue it through the legal system. Don't know exactly how though.
 
Some bad news at Grand Duke. They owe me £35,650 from a win from July 2011 that they didn't pay me. I can give full details here or I'll start another thread if appropriate. I had a win on their slots (first and only win- before that, I'd lost thousands with them). What they did, was to change the terms and conditions a month later inserting bet size restrictions but tried to rewrite history by keeping the same date of 15th July 2011 on the terms, thereby trying to retrospectively apply them to my win and voiding it.

Fortunately, I'd saved a copy of the terms and conditions from the website when I had my win, which I presented to them and for which, naturally, they had no answer (two different terms and conditions but with the same date and version number!) Eventually they just ignored my emails.

Having been been repeatedly emailed by them again, inviting me to play, I have been in correspondence with the new VIP manager there and sent them all the details of the win, the terms and conditions and fully appraised them of the situation and they are still refusing to pay out, saying it's nothing to do with them. To quote their last email:

"This issue was prior to the new management and ownership, this issue had been closed last year in our system. We are unable to resolve this previous issue with Grand Duke. I can assure you such cases will no longer occur due to improvements made to Grand Duke Casino and recent changes in the terms and conditions."

So this goes completely contrary to the rationale for them wanting to be removed from the rogue list.

Any advice?

All past issues need to be dealt with in order to get out of the pit. They cannot pick and choose which to deal with and expect to be let out of the pit.

The original Grand Duke did not go bust, so Limited liabilty does not apply. Neither is ignorance a valid excuse (as Grand Duke kept telling their players over and over again), so they should have been more thorough with their due dilligence before agreeing to take over the group (in other words, they should have read and understood the "terms and conditions" of the takeover and getting out of the pit before making their request).

The old management were perfectly happy to take "thousands" off this player whilst presumably they played in the same manner, yet tried a rather dubious trick to avoid payment when they won. If the old management lied by claiming their were no issues outstanding, the new management need to take it up with the old, taking them to court if necessary.
 
Some bad news at Grand Duke. They owe me £35,650 from a win from July 2011 that they didn't pay me. I can give full details here or I'll start another thread if appropriate. I had a win on their slots (first and only win- before that, I'd lost thousands with them). What they did, was to change the terms and conditions a month later inserting bet size restrictions but tried to rewrite history by keeping the same date of 15th July 2011 on the terms, thereby trying to retrospectively apply them to my win and voiding it.

Fortunately, I'd saved a copy of the terms and conditions from the website when I had my win, which I presented to them and for which, naturally, they had no answer (two different terms and conditions but with the same date and version number!) Eventually they just ignored my emails.

Having been been repeatedly emailed by them again, inviting me to play, I have been in correspondence with the new VIP manager there and sent them all the details of the win, the terms and conditions and fully appraised them of the situation and they are still refusing to pay out, saying it's nothing to do with them. To quote their last email:

"This issue was prior to the new management and ownership, this issue had been closed last year in our system. We are unable to resolve this previous issue with Grand Duke. I can assure you such cases will no longer occur due to improvements made to Grand Duke Casino and recent changes in the terms and conditions."

So this goes completely contrary to the rationale for them wanting to be removed from the rogue list.

Any advice?
No advice, only my sympathies for your plight.

The casino was taken over as an ongoing concern, and part of it's concerns was the payment of existing cashouts when new management came in.

To wait this long is a disgrace, and just your story alone means I'd never touch 'em and they basically refuse large wins.
For that alone they should be rogued, tarred and feathered and never receive a deposit again, from anybody.

I'm new here, but already I can see the first and foremost task of an online gamer is to sort the turds from the treasures and if this site identifies each I'm pleased with it. I really hope they pay you, or maybe 35k is worth more to them than good reputation, future accreditation and thus better long term revenues.
 
Some bad news at Grand Duke. They owe me £35,650 from a win from July 2011 that they didn't pay me. I can give full details here or I'll start another thread if appropriate. I had a win on their slots (first and only win- before that, I'd lost thousands with them). What they did, was to change the terms and conditions a month later inserting bet size restrictions but tried to rewrite history by keeping the same date of 15th July 2011 on the terms, thereby trying to retrospectively apply them to my win and voiding it.

Fortunately, I'd saved a copy of the terms and conditions from the website when I had my win, which I presented to them and for which, naturally, they had no answer (two different terms and conditions but with the same date and version number!) Eventually they just ignored my emails.

Having been been repeatedly emailed by them again, inviting me to play, I have been in correspondence with the new VIP manager there and sent them all the details of the win, the terms and conditions and fully appraised them of the situation and they are still refusing to pay out, saying it's nothing to do with them. To quote their last email:

"This issue was prior to the new management and ownership, this issue had been closed last year in our system. We are unable to resolve this previous issue with Grand Duke. I can assure you such cases will no longer occur due to improvements made to Grand Duke Casino and recent changes in the terms and conditions."

So this goes completely contrary to the rationale for them wanting to be removed from the rogue list.

Any advice?

If they cannot resolve this with you they should remain in the dungeon.
 
I'm against seeing them moving from the rogue pit, but people are free to deposit on this casino at their own risks. Personally, I'd see them in your worst section forever.

I've deposited 28 dollars and with a bonus ( I had more to begin wagering), I got to 16,500 dollars on Grand Duke Casino.

When I came to withdraw, I had to give my banks and billings details, until here, looks ok. (Even if I had to put my banks details few times before ) look:



Date: Mon, 20 Jun 2011 05:35:38 +0200
From: support@grandduke.com
To: myemail@adress.com
Subject: Your Withdrawal Request

Dear (me)

Unfortunately we are unable to process your wire transfer withdrawal request at this time since there are discrepancies between the information you provided in your gaming account and that which you provided about your bank account.

When you submit another withdrawal request please be sure that all details between accounts are the same (names, states, countries…) and that the bank account number - as well as the Swift code or routing number - are all accurate.

If necessary, you can double check this information with your bank.

Next to this, I sent them an email:


Hello,

I thank you for your message below. Perhaps you was unable to process whit my withdrawal request because I could not enter the entire account IBAN-Number online (on your site) because it dit not accept the full IBAN-Number like the bank gives it here in ***********, but I will send you attached to this message


the entire IBAN - Number and bank-adress, this informations comes directly from the ***-Internet site and is the official bank-adress of my account.

my identity card

the energy-bill with my personal adress to confirm you my adress.


You should know that in our country a bank- account-number is not associated with a town or state (the Swift/Bic - no. is in ******, the account (bank-code/clearing-no.) in ******** and I am living since 2 years in *********.

After reading the attached files, please let me know if it will be OK or if you have any other questions.

Thank you in advance and kind regards,

***

Then look at the actual publicity on Grand Duke Casino, dating from ? 14 June, 2011, about "Dave":
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And look back the email date and subject:
Date: Mon, 20 Jun 2011 05:35:38 +0200
Subject: Your Withdrawal Request

Don't you see something wrong? 20 June 2011, still wondering about when I'll get paid, 14 June 2011, "Dave won 16,500 dollars from 28 dollars deposits".

I waited about 1 month or more and latestcasinobonuses.com's admin had to deal with them, putting them under pressure , as an article talking about me under their website before I saw one cent from it:
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Wich was a report from Grand Duke Casino's "News".

It was first posted before I saw one cent, but when I told the latestcasinobonuses.com administrator about it, oh, suddently the article was removed as the administrator of this website started dealing with them.

That's how I could get finally paid.

In this month, I've done everything to not to play it again, but usually, I waited maximum 7 to 11 days to get my money, here, I got the same answer, delaying, until one month, the day I was really paid.

As they allowed to withdraw 9.999 dollars a month, I had 6,5k remaining, yea, I should not have play them back, but I played them the day the 9,999 dollars was really on my bank account, I was made aware of this after getting the 6,500 dollars balance to zero.

So, if I'm supposed to be responsible to have play this amount, I must wait one month (or more) to get paid (with Grand Duke under pressure, when no other choices), and the withdrawal is max 9,999 a month, this gives 3 or 4 months to see it all getting paid. I just think about if Grand Duke paid the 9,999 dollars in one week, would it have been such a mess?
I know I would not have wager the remaining amount if they paid in one week (as I did not play when waiting for the first winning until the day payment, about 30 days) it would have been no such as a big deal as emailing them about "What is going on" and as an answer "You know, it's a big amount". Alright, big amount, big luck, the most horrible month in my life, I had to tell myself everyday, WHEN am I gonna be really paid, am I even gonna be paid?

I asked the lcb admin to help, and as he must have get them under pressure and remove their article talking about me, relayed from grandduke website: "Dave", playing "Irish Luck" slots and saying how "support is great" and "quick registration", latestcasinobonuses.com relayed this nice story of someone depositing only 28 dollars and winning 16,500 dollars, but I had not see one cent when I saw this article, all this is fake, support was horrible, they always gave me an answer to delay the payment, I'm not Dave, I didn't play on Irish Luck but that's where I loosed my 6,500 dollars remaining after this article was out. See, even when trying to make them feel credible, I can't, because I loosed 6500 dollars in this slot! ;)

I'm sure that if you, or Grand Duke, don't believe me, just look with Bryan who asked me, 3 months ago, about if I finally got my withdrawal paid, I can write my real name or email adress with I exchanged emails with Brian, if you think that being paid having to wait 1 month when they maximise their withdrawal "per month", you will have to wait 2 months if they keep acting like fools, and 3 or 4 months if your winnings exceed 9,999 of your currency. One month between two payments is fair, waiting one month and having to get you under pressure to get paid , how fair it is, as I waited one month to get the first winnings paid? He (Bryan) asked me 3 months ago if "I got the winnings", and look at when did I win? 8 months before the email asking me if I finally got paid, I answered yes, because I got 9,999 dollars paid, with a big BUT.

A part of the email I sent to casinomeister, At 04:50 7/2/2011: (2 of July 2011)

"I received an email 10 days ago from the casino manager saying I would have to wait as long as 7 days for my payment to go out of the pending section.It's still on the pending section. They say too "I will send an email again to the management departement" "You will get news soon". It's been 10 days, I got no news, except that I could see on latestcasinobonuses, and grandduke.com, that I am "Dave" and "won 16,5k dollars" and that I said "support is great" "registration is easy and quick".....I didn't say anything at all, I didn't get 1 cent of that money yet."

This I wrote about the past 10 days dealing with them, in the email, I did not mention, you can look by yourself, the 14th June 2011: Dave hit the jackpot!
2 of July 2011: Dave is still wondering about when he is seeing a cent from it!
14th June was when this article came, and I was just beginning to wonder "hey, why am I mentionned now, is it fair?" It is not even legal , as I did not touch one cent at this time, but had done this days or weeks before. To get players to come and loose to be able to pay me ?

One month to make them quit playing with "We will pay you, but not now" (in about 30 days or more, I got my first winnings paid. Congratulations! )
Another to be able to withdraw what will remain (the max per month), and again having to go to ask them to PAY and not to just say "it's a big amount" (count one more month).
I'm almost sure that it was more than 30 days for my only and first (and last) winning on Grand Duke, and it must have been totally fair to get paid (9,999) the day I wagered the remaining amount (6,500), yes, I was tired with it, Grand Duke won on this, I did not want to enter in another month about "pay me? No, we are a casino, not people having money..." Then quit running a casino if you don't have money, and quit ruining the players experience if they dare winning.

I can even give the possibility to have been paid when they saw me playing the remaining amount, not sure, but even if not, nothing fair in waiting for my biggest win of my life in doubt, more than 30 days
When thinking back about it, I was made aware of the payment right after I finished to wager the remaining amount, and the "pending balance" were shown all the month, I'd like to know "when" did you choose to remove it from the pending balance, and why? Just to be nice? :) You had me under an enough hard month to be almost sure I would not be strong enough to begin another full of "bullshit" month?


That's a funny excuse coming from a casino, if I come into a real one in my country, and if I hit a 1 million jackpot, if I find the casino's director coming to me "Guy, it's a big amount".

You (Grand Duke) and every casinos are CASINOS, if you have to wait one full month (and false publicity one me) to pay a first and unique 9,999 dollars amount, you have no such good excuse like "It's a big amount." If not, should I run one by myself then?

When I loose on online casinos, it's obvious, I don't ask the casino "Can I know what is your bank details, billing adress, are you a cheater, do you have money?" before depositing, well it's not so fake now to wonder when playing onlines casinos, but my first guess was "If you are an official named casino, you must be fair then." Well, no, unfortunatly.

Let's say I'm starting a casino, will I even tell myself "If someone win big, I'm in trouble". That's not a casino then, just about stealing people, and if they win, like me, on slots only, as you have no excuses from your terms, you know you will have to pay, still you choose the unfair way "Big amount" "we are looking into it" "we will pay". Ok, what about telling everyone that winning here (if not 200 dollars but a big win) you have to wait 30 days to finally get paid, supposing you had made enough money meanwhile, on the winner (false publicity)?
That is what I experimented here, I'm not sure if it was even more than 30 days, so if you play here, be warn , don't win too much, they have no real money behind, they'll wait until they got enough depositors that loosed to be able to pay you, doing everything to push you on the "wondering", "are they going to pay?". Then you'll be angry and ask for big websites making their publicity on you to get them under pressure, I don't call this a casino, just rogues, or worst, rogues having no rules, my worst casino experience in 7 years, and my biggest win of ever, transformed into a nightmare.

Thanks Grand Duke! That was my personal experience on Grand Duke Casino. If Grand Duke Casino wants to say how am I not "Dave" on your publicity, tell me who is this person ;)
Lastly, false publicity, lying still, because I transformed my balance into a higher balance, "winnings" are when you see the cash. Say someone gets his balance to 20'000 and then to 0, will you say "he won 20'000?" ;)

Look at when they write something around, even here you can make your own judgement.

At least you got it. It may of taken awhile but they did end up paying you;) OMG! You won 16 and a half thousand on a $28 deposit? :eek: What is your secret! Please share:p
 
Grand Duke Casino Response

First of all apologies for the delay responding this query. We wanted to give time to the player to respond to us and eventually liaise with LGA (Maltese Lottery and Gaming Authority) regarding his issue.

Before purchasing the Grand Duke brand, due diligence has been taken place revealing that no outstanding issues and liabilities towards players existed. There were no pending claims filed with LGA.

The case of this particular player has been dealt with early September 2011 and the case had been closed. We understand that at that time, the terms and conditions of bonuses were not in favour of the players, limiting their wagering only to single games. We have rectified these terms and conditions on take over of the brand.

We are certainly ready to cooperate with the player and the authorities if matters arise.

Kind regards,
Chris Vaughan
Marketing Manager
 
First of all apologies for the delay responding this query. We wanted to give time to the player to respond to us and eventually liaise with LGA (Maltese Lottery and Gaming Authority) regarding his issue.

Before purchasing the Grand Duke brand, due diligence has been taken place revealing that no outstanding issues and liabilities towards players existed. There were no pending claims filed with LGA.

The case of this particular player has been dealt with early September 2011 and the case had been closed. We understand that at that time, the terms and conditions of bonuses were not in favour of the players, limiting their wagering only to single games. We have rectified these terms and conditions on take over of the brand.

We are certainly ready to cooperate with the player and the authorities if matters arise.

Kind regards,
Chris Vaughan
Marketing Manager

Hi Chris,

What I'll do here is remove the probation since there haven't been any further unresolved complaints. As for SteadyBee's serious allegation, he has the option to submit a PAB and we can go from there.

@SteadyBee - please read the PAB FAQs and submit a PAB at your earliest convenience. Thank you.
 
Regarding the £35,650 win from July 2011 that I had at Grand Duke which I detailed earlier in this thread, that they still haven't paid me. I gave all the details of the win to the new rep on here, Chris from Grand Duke when they were removed from the rogue pit. He requested that I submit a complaint to the LGA which I did. I have provided the LGA with all the details of the win, a copy of the terms and conditions proving that my win was correct and answered all their emails. The last time I heard from them, they said they were waiting to hear back from Grand Duke. I continued to send emails to the LGA and they are now totally ignoring me.

So complaining to the LGA has got absolutely nowhere.

So, shall I now pitch a bitch?
 
Hi Chris,

What I'll do here is remove the probation since there haven't been any further unresolved complaints. As for SteadyBee's serious allegation, he has the option to submit a PAB and we can go from there.

@SteadyBee - please read the PAB FAQs and submit a PAB at your earliest convenience. Thank you.

steadyBee

did you PAB when c/m asked you too? I see this was a long time ago he asked.
 
did you PAB when c/m asked you too?

No, the PAB was submitted 05 March 2014, meaning last Wednesday, but I see no particular reason to not proceed. As long as the OP is aware that he's got something equal to a snowball's chance in hell that anything good will come of this -- ignoring Bryan's advice for almost TWO YEARS is never a good idea -- I'm willing to give it a shot.
 
steadyBee

did you PAB when c/m asked you too? I see this was a long time ago he asked.

I thought I would put on here what I've sent to Max for anyone who's interested in what Grand Duke are doing.

To explain, right after Casinomeister posted the message about sending a PAB, the forum rep from Grand Duke got in touch with me and asked me to submit a complaint to the LGA (he said it was the only way he could deal with the complaint.) So I thought I should do that as I believe I'm supposed to give the casino a chance to deal with the issue, before I send a PAB.

I believe Max is contacting the casino with a PAB but it appears that many of the links on the website are not working so maybe they are not functioning.
 
I believe Max is contacting the casino with a PAB but it appears that many of the links on the website are not working so maybe they are not functioning.
So you're saying you haven't actually submitted your PAB yet?
That's what is sounds like from what you've written.

Max wont just start a PAB of his own accord - you have to fill in a form (electronically) and send it to him to get this process started.

KK
 
So you're saying you haven't actually submitted your PAB yet?
That's what is sounds like from what you've written.

Max wont just start a PAB of his own accord - you have to fill in a form (electronically) and send it to him to get this process started.

KK

The PAB was submitted on 5th March. I've not heard anything since but if Max needs any more details etc then let me know. I'm guessing that they have left the building.
 
Seems to me they have most possibly left the building and are doing the notorious vanishing casino magic trick. I have personal experience with another casino on this ;(

Warning signs:
1. Most links on their website are not working.
2. Download link for the casino is not working.
3. Affiliate site is being sold , www.intpar.com the affiliate site for integra gaming.
 
FWIW it seems the casino site is back up and running. I've stumbled upon this while wrapping up some old PAB issues. I'll be contacting the OP and then the casino to see where things are at with this. That said, leaving any issue lie around for [strike]2 years[/strike] THREE years is never a good idea and the chances of a happy resolution are not good at this point.
 
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