Grand Hotel Complaint

[indicka]

I need your help please!!

Grand Hotel is refusing to return my deposit!
On Oct. 13, I responded to an email promotion from Grand Hotel: "business as usual: get 50 extra today." Now, I regret it.

"To get your $50 Bonus simply deposit $50...then send an email with $50 special in subject line...or you can call us at toll free number.."
I called...thats when support tells me 'Sorry, you cannot claim this $50 bonus offer...because this is your first deposit, you have to claim the 100% Sign-Up Bonus,' which has much harder Terms and Conditions compared to the email promo I responded to.

I immediately requested for a withdrawal of my deposit...did not wager a single cent...and they are refusing to give me my $50 deposit back!!! WTF!!! How can they do this? What can I do? Please, need advice.

I've sent numerouse emails to them...all ignored. I've spoken to three different people, each time having to re-explain myself as they play dumb..I was told yesterday by the 'manager' that I would get my money back, but I needed call back today because accounting dept. is currently closed, and to forward the promotional email I received to them so that they could see it, confirm that I was not lying about all of this. I did everything the manager requested.

Today, I called..only to find out that my emails were not received...after keeping me on hold 3 times, they tell me that I would not get my deposit back!! They kept on stressing the importance of understanding the Terms and Conditions!!! I was/ am livid!

I respond to an promotional email they send me...They give me the Terms and Conditions for another...I decide I dont want to play...and did not initiate any play at all...I did not take/ use any of their bonus money...and yet they will not give me back my deposit! They tell me the only option I have is to play with my deposit and hope for a win.

If any of you out there in MeisterLand know the guys running Grand Hotel Casino, please ask them to return what is rightfully mine. Please.

My funds are at a all time low right now...this $50 is no chump change to me.

Thank you all in advance,
indicka

 

[brianrowden]

I need your help please!!

Grand Hotel is refusing to return my deposit!
On Oct. 13, I responded to an email promotion from Grand Hotel: "business as usual: get 50 extra today." Now, I regret it.

"To get your $50 Bonus simply deposit $50...then send an email with $50 special in subject line...or you can call us at toll free number.."
I called...thats when support tells me 'Sorry, you cannot claim this $50 bonus offer...because this is your first deposit, you have to claim the 100% Sign-Up Bonus,' which has much harder Terms and Conditions compared to the email promo I responded to.

I immediately requested for a withdrawal of my deposit...did not wager a single cent...and they are refusing to give me my $50 deposit back!!! WTF!!! How can they do this? What can I do? Please, need advice.

I've sent numerouse emails to them...all ignored. I've spoken to three different people, each time having to re-explain myself as they play dumb..I was told yesterday by the 'manager' that I would get my money back, but I needed call back today because accounting dept. is currently closed, and to forward the promotional email I received to them so that they could see it, confirm that I was not lying about all of this. I did everything the manager requested.

Today, I called..only to find out that my emails were not received...after keeping me on hold 3 times, they tell me that I would not get my deposit back!! They kept on stressing the importance of understanding the Terms and Conditions!!! I was/ am livid!

I respond to an promotional email they send me...They give me the Terms and Conditions for another...I decide I dont want to play...and did not initiate any play at all...I did not take/ use any of their bonus money...and yet they will not give me back my deposit! They tell me the only option I have is to play with my deposit and hope for a win.

If any of you out there in MeisterLand know the guys running Grand Hotel Casino, please ask them to return what is rightfully mine. Please.

My funds are at a all time low right now...this $50 is no chump change to me.

Thank you all in advance,
indicka

God it's like 2 horror stories a week with these guys at the moment. You can pm the rep from the casinos contacts list and he should be able to sort this out.

 

[VegasVIP Lounge]

Vegas VIP Lounge Rep

Dear Indicka

Please private message me your details so I may look into your case for you.

 

[indicka]

Hi VegasVIP,

I just sent you my details. Thank you so much for responding so quickly to my cry for help.

Please contact me if there is anything else I can provide..names, emails, details regarding what was said, etc.

I hope you are able to convince Grand Hotel to display proper etiquette by returning my deposit without further delay.


Hi brianrowden,

Thank you for droppin in with your comment and support. Youre right on when you say 'Horror Story!' Its been a horrific experience dealing with this situation. No fun at all! Kills the spirit of online gaming.

 

[Casinomeister]

Admin note

Renamed thread from Gand Hotel/Grand Thieves to "Grand Hotel Complaint" Subjective language can make things difficult to convince a casino to see things your way.

 

[VegasVIP Lounge]

Refund of original deposit

Just to let everybody know, Indicka recieved a refund of his original deposit last week.

 

[chuchu59]

Its nice to know the player got back his deposit but how the heck could this have happened in the first place. Is this another case of miscommunication or rather inept CS staff? Seems that these sort of complaints are coming too thick and fast for comfort, VIP Vegas Lounge.

 

[Tagdog]

Its nice to know the player got back his deposit but how the heck could this have happened in the first place. Is this another case of miscommunication or rather inept CS staff? Seems that these sort of complaints are coming too thick and fast for comfort, VIP Vegas Lounge.

Agreed

 

[hbears341]

Its nice to know the player got back his deposit but how the heck could this have happened in the first place. Is this another case of miscommunication or rather inept CS staff? Seems that these sort of complaints are coming too thick and fast for comfort, VIP Vegas Lounge.

Also agreed!!

 

[indicka]

Hi all! Thank you all for dropping in with your support.

I apologize for not following up with my little fiasco in a more timely manner. After this ordeal, I had to take a step back from my computer and re-evaluate what was going on.

Yes VegasVIP! Thank you for your much needed assistance in resolving this headache I got myself into.
It alarms me that I tried to resolve this issue on my own over a period of 3 days only to be faced with resistance. I then make a cry in a public forum and within 24 hours and one email excahnge, my problem is resolved!
Thank you CasinoMeister, for having this support center.

 

[henryVIII]

I thought Grand Hotel were an accredited casino??

 

[Casinomeister]

I thought Grand Hotel were an accredited casino??

They are. Obviously, they have had some problems recently. They've been listed here for over five years, and up until a couple of months ago, it's been pretty quiet. Only recently they've had a few issues. One was being hit by several groups of fraudulent players - which did not make complaints simple at all - and then there have been some communication problems as well.

They are aware of my concerns - we spoke briefly in Barcelona - and I'm sure they will monitoring these issues carefully.

 

[maltacruiser]

Grand Hotel

Grand Hotel is regulated by Khanawake commision - send them a mail saying u r talking to them and watch them jump up and pay u.

 

[jerrylee]

My funds are at a all time low right now...this $50 is no chump change to me.

sorry indicka, but this is just bad form on your part ... wanting to gamble with
money that is dear to you.

for other players, doesn't it make sense that you would first need to collect a welcome bonus as a first time player?

edit: saw you got refunded...

 

[indicka]

Didnt see this till now..had to respond

sorry indicka, but this is just bad form on your part ... wanting to gamble with
money that is dear to you..

Why is 'this bad form' on my part? My money is always dear to me.

Yes, at that time, my funds were at an all time low. But that didn't mean I wasn't ready to gamble with my money. I never have had and never will have such an ample supply of money, to the point where if a casino wanted to hold my money for no good reason, I'd be ok with. At that time, I wanted my $50 back so I could make a deposit elsewhere.
Are you that filthy rich? If so, shoot me $50 and let me hold it for an indefinite time.

for other players, doesn't it make sense that you would first need to collect a welcome bonus as a first time player?...

Of course, by definition, a welcome bonus is the first bonus and collected first. In this case, I responded to an email promo they sent me. Typically, casinos will only send me email promos after I've been a patron.

The reason why there was even an issue was because the Terms and Conditions between the Sign-up Bonus and the emailed promo were very different...with the Sign-Up Terms being much more difficult to fulfill.

I dont understand why you feel it was bad form on my part to want my money back asap. I didnt take any of their bonus...didnt even initiate play for that matter.

And if it wasnt for the support found in this Forum, I dont think I would have seen my money ever again...Thank You once more CMeister!