Grand Hotel Casino (Mini Vegas Group, accredited)

[silcnlayc]

I am so disgusted at this time with many of these casinos in how they treat players.

I decided to go back to Grand Hotel and give them another try after a short hiatus from them and won a few dollars and made a withdrawal on the 22nd of July. I received a congratulations on the 23rd saying all was approved and I should recieve my funds within 24 hours.

Well, it is now the 26th, (withdrew on the 22nd) and I call their phone help and I get such a runaround from this girl that she sounded like she had no clue what in the world she was trying to tell me, and all the reasons she threw at me why I wasn't paid yet made absolutley no sense whatsoever.

The worst explanation she gave was that I had to fill out these forms and documents to verify something for eCogra stuff etc etc...I never made sense out of it and finally said I will be emailing the casino rep once again (third time) to find out why they gave me the time frame when it wasn't true at all. I now see that there has been no rep online since the 15th of July. Hopefully someone will let me know what in the world is going on.

Why do these casinos treat players with such disdain? Even the accredited ones are becoming somewhat off color it seems.

 

[papafredo]

Sometimes we just forget...real people

Hi there silc,
i just read your post and i can understand your being upset at this point, but i think people sometimes could be just a tad more pacient.
Your predicted date for receiving would be a friday and as you know most payment processing in the gambling industry is automatic. Being that you received an automated email thurday indicating 24 hours till payment, this is the payment that leaves the system probably, meaning that at the very minimum it would be cought up with the weekend. In my experience payment probably left on time, just didnt get processed by your withdrawl method fast enough and casinos can only do their part and rely on others to do theirs.

Secondly you have to realise most accredited casinos have minimum quality standards which sometimes means they pick random people for verification, and yes it can happen to any of us. Being safe in casino playing and playing in a sound casino like Grand Hotel, also means participating whenever Ecogra certification requires you to take a step further in being recognized as a valid player with valid ID's, that was probably what the rep was going on about.

Thirdly and i promisse i will finish soon, just remember everyone has their first day on the job and perhaps you caught an agent on its first few days, perhaps you could try calling once again and catching another agent? I never had trouble with it.

Hope you get your problems sorted, ill keep an eye on this post
Take care,
M

 

[silcnlayc]

True...so true...

Hi there silc,
i just read your post and i can understand your being upset at this point, but i think people sometimes could be just a tad more pacient.
Your predicted date for receiving would be a friday and as you know most payment processing in the gambling industry is automatic. Being that you received an automated email thurday indicating 24 hours till payment, this is the payment that leaves the system probably, meaning that at the very minimum it would be cought up with the weekend. In my experience payment probably left on time, just didnt get processed by your withdrawl method fast enough and casinos can only do their part and rely on others to do theirs.

Secondly you have to realise most accredited casinos have minimum quality standards which sometimes means they pick random people for verification, and yes it can happen to any of us. Being safe in casino playing and playing in a sound casino like Grand Hotel, also means participating whenever Ecogra certification requires you to take a step further in being recognized as a valid player with valid ID's, that was probably what the rep was going on about.

Thirdly and i promisse i will finish soon, just remember everyone has their first day on the job and perhaps you caught an agent on its first few days, perhaps you could try calling once again and catching another agent? I never had trouble with it.

Hope you get your problems sorted, ill keep an eye on this post
Take care,
M

Thanks for your reply. It is true that we can be more patient as players, but I am not the one that gave the time frame for my withdrawal being processed and for getting my anticipation revved up for the weekend of playing knowing these funds would be there. THEY did.

I have been through the PROVEN process two or three times ALREADY but this was a first for the eCogra thing. I have been a member for YEARS with them...geezes..made numerous withdrawals already throughout the years so that didn't fly with me at all. I could understand it if I was a newbie (less than a year playing) but I am NOT. That is what has made me so angry. All this wishy washy stuff of why it wasn't processed.

If they were honest enough and said it will be processed the first of next week, I would have been absolutely ok with that but they did not. I could have made other arrangements for my weekend play but I took them at their WORD, like a dummy once again.

Anyway...thanks, for the input...I usually do not jump on the stick and start beating it so early in the withdrawal phase but it was TOLD to me and I believed. I guess that made me the dummy this time around.

.

 

[MiniVegasGroup]

I am so disgusted at this time with many of these casinos in how they treat players.

I decided to go back to Grand Hotel and give them another try after a short hiatus from them and won a few dollars and made a withdrawal on the 22nd of July. I received a congratulations on the 23rd saying all was approved and I should recieve my funds within 24 hours.

Well, it is now the 26th, (withdrew on the 22nd) and I call their phone help and I get such a runaround from this girl that she sounded like she had no clue what in the world she was trying to tell me, and all the reasons she threw at me why I wasn't paid yet made absolutley no sense whatsoever.

The worst explanation she gave was that I had to fill out these forms and documents to verify something for eCogra stuff etc etc...I never made sense out of it and finally said I will be emailing the casino rep once again (third time) to find out why they gave me the time frame when it wasn't true at all. I now see that there has been no rep online since the 15th of July. Hopefully someone will let me know what in the world is going on.

Why do these casinos treat players with such disdain? Even the accredited ones are becoming somewhat off color it seems.

Hi Silcnlayc
I am sorry for getting back to you this late, I have indeed been forced away from the forum for a while for reasons beyond my will-again I apologize about that.
I trust you have received your winnings or this thread would have kept going, but I am willing to look into your case in order to ensure that the delays you experienced were actually unavoidable.

I would appreciate if you could send me a PM with your casino account number and I will immediately investigate the case and get back to you with the details; all necessary action will be takes should any wrongdoing have happened. I will also be able to establish the identity of the operator you dealt with and speak to her.

I can tell you that we are indeed requested to comply with a series of procedures in order to guarantee the fairness of our financial operations to eCOGRA and to the banks we do business with-and this is the very reason we occasionally require verification of identity and acknowledgement of the deposits the player made. All reputable casinos have to do this-with no exception as far as I know. Trust me, we would rather not hassle our players, it comes to basic business sense, and we regret we have to ask our clients for documents they may be unwilling to send over.
We try and keep this inconvenience to an absolute minimum but I am sorry to confirm that it will have to happen occasionally.

I will be looking forward to your message and I thank you in advance for it.

Mike.