Bonus Complaint Grand Mondial (Casino Share) made bonus acommodations then renigged w/out telling me

[kixxumass]

Hello fellow meisters,

I am posting this complaint because I feel that this casino handled this situation inappropriately. I am an easy-going person and hardly ever
complain about customer service, but I feel that a casino I play at on a regular basis should try to acommodate me if I make a reasonable request, and if they do, it only further strengthens my trust in them, my faith in their abilities as customers service proffessionals, and reinforces my opinion of their credibility. It also reflects my opinion on how a casino should build up a good reputation as an online business entity.

I expect any casino that i am pumping my money into, to recognize the fact that I am doing just that- pumping my money into their casino, along with all of it's other players and therefore; should always do their best to acommodate their players, especially if they are designated by the casino as a VIP,and they should always have the players best interest (being satisfied) at heart, or at LEAST act like they do, if anything. If a casino doesn't appreciate my loyalty or displays to me that my patronage is not valued, it slightly offends me and leaves an unpleasant impression on me, and ultimately, will probably result in me not depositing there in the future, which turns out to be the case here, with Grand Mondial and Casino Share.

I don't know about anyone else, but if my livelyhood soley relied and depended upon revenue generated by the funds my customers have supplied my business with, I would take every measure possible to ensure that I retained these customers and that they are content; I would not want to do anything to jeopardize that source of revenue, because without it, would only result in a financial reduction that could potentially have an impact on my business in the future or affect me personally; most companies who rely on this type of generated revenue, I'm sure would certainly agree. However, online casinos seem to be the only ones who don't. (based on the complaints I have read from players about other casinos, and luckily I haven't had the unpleasant experience of being totally screwed by a casino, as some others have)

The only reason I have come directly here to post this complaint instead of trying to rectify it in private with the casino rep/affiliate here at the casinomeister forum is because I am told by the live chat agent not to bother, because apparently, according to him, the casino rep was present
and already sided with the casino.

And here is a post of that chat:



Welcome to Casino support live help, one moment please for world-class service

Jason: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jason: will be assisting you, how could I be of service...

Vgmr00577xxx: Hi, this is an exerpt from the live chat i had with George yesterday, about changing my weekend 25% deposit bonus to weekdays instead, and he granted the 25% bonus match on my deposit yesterday, and told me to come to live chat when i deposit for any bonus's, and i made a deposit a few hours ago, but the bonus didnt show up and there was no way to claim it, then i remembered he said to check with live chat, here's the exerpt from that chat we had:



George: hi there gina, what seems to be the problem?


Vgmr00577xxx: hi george..i work at the hospital 3 days straight,
i sleep there during sleeping hours,
i go in on friday and dont come home til monday...
unless for some reason i happen to come home early,
or dont go into work for one reason or another,
i will never ever be able to deposit on a weekend,
so you are rewarding me for being a reg player,
but its like getting nothing at all,
since i can never claim the weekend bonus

Vgmr00577xxx: can you put in a request to make my bonus for
3 days during the week? i dont care which 3 days,
since i dont work weekdays

George: i will do that

George: i will add a $7.5 comp for this deposit.
i will be in touch with promotions department and request they change the days of your promotions to week days, we will change this days for you
and i am sure promotions won't have a problem to do this
but for future reference in order to avoid confusion have a quick
look into your email box to check if you are elegible for any match
bonuses or just contact us before you deposit

George: so i will add your 25% match bonus on the $25 deposit that you made

Vgmr00577xxx: ok, i appreciate that... thank you George thank you very much

George: not a problem
we want happy costumers here
we work for you all the time

Vgmr00577xxx: thank you so much
George: you'r welcome


Jason: Okay, I got the just of it.

Vgmr00577xxx: so can you please apply the 25% bonus to my last deposit please?
Vgmr00577xxx: hahaha
Vgmr00577xxx: ok

Jason: Unfortunately we cannot change your weekend match to the weekday as this messes with our systems.

Vgmr00577xxx: ok, did you look at the chat?, George said it would be
Vgmr00577xxx: he said to come to live chat when i deposit to claim

Jason: We gave you a bonus as a once off thing, and cannot keep doing it unfortunately
Jason: Yes, he said that he would query this with the Promotional manager, and the manager said no

Vgmr00577xxx: what? why wasnt i told this?
Vgmr00577xxx: and WHY did he say it wouldnt be a problem, ?
Vgmr00577xxx: had i known that, i wouldve deposited elsewhere, which is what i will do now.

Jason: He said that he would ask and doesn't think that there would be a problem, but there is and you cannot have it.

Vgmr00577xxx: dont be rude about it, what the heck? im a player, dont treat me like a peice of dirt

Jason: I am not, I am just informing you of what was said about your situation, may I ask where I have been rude to you?

Vgmr00577xxx: so you'd rather lose the consistency and business of a regular depositing player, rather than accomodating me? ...thats crazy...i see where your priorities are...
Vgmr00577xxx: i have no idea why your listed with casinomeister

Jason: I do not make the rules, I just inform you as to what they are.

Vgmr00577xxx: but i'll contact mario over there and let him know how you guys do business

Jason: We cannot change the rules for one player, regardless of their situation.

Vgmr00577xxx: ya i know, i'm not blaming you Jason
Vgmr00577xxx: i just think you couldve stated it a little less harshly

Jason: Mario is here, and just told me to inform you of this as well.
Jason: Unfortunately it is out of his hands as well.
Jason: How, where was I harsh? Please do tell me, I am sorry if I came off like that, but I feel that I have been very polite

Vgmr00577xxx: ok, well then i wont play here anymore...sorry it came to this'
Vgmr00577xxx: have a good night anyway

Jason: So am I.
Jason: Good bye.
Chat session has been terminated by the site operator.



I don't know, maybe it was just me, and I realize that text can be misconstrued and not a viable way of interpeting one's attitude, but the way he seemed to present this information to me seemed a little unpersonable, not very friendly, he seemed short, abrupt and kinda cocky. I don't know, maybe it was my interpetation. But what i DO know... is that I am a loyal and frequent depositor at both Casino Share and Grand Mondial, and have made a simple request, in which George could have simply declined. But he chose to
give me the bonus, which was on a weekday, not the weekend, so by doing that, only indicated to me that it can be done, apparently they are just choosing not to. It's fine that the casino uses their descretion when determining these types of things, but i don't think that they should have given me the bonus at all, and waited to hear back from promotions on whether or not to change it, and if they determined that they would not be accommodating me, then i feel they should have at least emailed me with that decision. I received nothing from them at all regarding the denail of my request, and had to find out about it only AFTER making my deposit, and obviously they had made a decision, because from what Jason said, the promotions dept said no- at that point, whenever that decision was made, an email should have went out to me informing me so... don't wait for me to make a deposit, then tell me, ... because George left the impression that this would not be a problem, and based on the fact that he even gave me the bonus that day as well, and the fact that i had not received an email informing me otherwise, i had absolutely no reason to think this had been denied. Had i known this, i could have decided to play there anyway... or chosen another casino for that day if i wanted to play with a bonus, but that kinda upset me that i didnt know anything about this until after i deposited. and the way he threw Mario the casino rep into the mix like that, seemed a little odd, and to be honest, i really didn't feel like playing there after that.


Just to show you how i went to live chat before i deposited to make sure
i would get a bonus here is a copy of that chat: (as you can see, this agent doesn't really seem to have correct information, and as i expected, after depositing, i went to live chat to claim the bonus and it was denied)

info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service

Hansley: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Hansley: will be assisting you, how could I be of service...

me: hi can you please tell me what my grand mondial account number is?
me: i am playing from my laptop not my usual computer

Hansley: One moment please while we look into the matter for you?

me: sure

Hansley: Please may we ask you to first confirm the following personal details for security reasons.
Hansley: Full name
Hansley: Email address
Hansley: Date of birth
Hansley: ZIP / Postal Code
Hansley: Deposit method

me: also, i was told on my next deposits i get a 20% bonus is that correct?

Hansley: who said that?

me: name: sensored, [email protected], 10-23-19XX. 85281 visa... uh, if you look up my very last chat session a few days ago you'll see

me: i cant remember his name
me: it was something regarding a 20% bonus up to $200 or something

Hansley: sorry wrong info

Hansley: Vgmr00577xxx

me: thanks

me: ok, is there any bonus at all on my next deposit? can you look up that chat and see what he did tell me


Hansley: when was the last chat?

me: just a few days ago....
me: you should have record
me: it was actually something the manager said

Hansley: you are eligible for 25% up to 200 in purchases

me: yeah, thats what i was told, so they were not incorrect?

me: so do i get that now if i deposit?

Hansley: ok

me: ok what?

Hansley: Is there anything further I can assist you with?

me: do i get the bonus or not?

Hansley: have you claimed?

me: i havent deposited yet, im doing that now, thats why i needed my acct number

Hansley: make sure you claim

me: ok when?

Hansley: you do get a bonus as soon as you have claimed and the system processes it

me: how come you said that the info was incorrect?
me: you said, "sorry wrong info"

Hansley: you had the wrong info about the bonus

me: no, it was right...i was off by what? 5%?

Hansley: my mistake then

me: so i DO get a deposit bonus right?

Hansley: yes as soon as you have deposited

me: do i claim after i deposit, or before ?

Hansley: you claim after you have deposited

me: and what are the wager requirements?

Hansley: Link Removed ( Old/Invalid) for all info

me: ok thanks



I will no longer play here unless they rectify the situation, It hurts me to think
all this time I have been playing there, my frequenting their casino meant nothing to them, rather than acommodate a small amount of a bonus, they would rather let that player walk away and lose all future business from them,
and trust me, all further deposits i would have made as an ongoing player would have far exceeded the amount they would have dished out for this bonus. you'd think that would be incentive enough for them to just give me what i was practically promised and keep me happy, but apparently they really don't care.

 

[Alexishot69]

The lesson

to be learnt in this is that id guess 99% of casinos/oker rooms dont give a damn about the person its a business and the /$ is the important part.However having read that above i am at a loss to explain why they would treat anyone like that at all especially a regular depositor the kind of guy that keeps casinos going..I can honestly say th eonly place ive been treated with any sort of respect was 32red

 

[kixxumass]

Grand Mondial Casino Renigging Bonus after the fact...

to be learnt in this is that id guess 99% of casinos/oker rooms dont give a damn about the person its a business and the /$ is the important part.However having read that above i am at a loss to explain why they would treat anyone like that at all especially a regular depositor the kind of guy that keeps casinos going..I can honestly say th eonly place ive been treated with any sort of respect was 32red

"its a business and the /$ is the important part." <<<< That's why I don't understand how they can treat a reliable, loyal , regular depositing player in the way they have done with me, not that i condone that sort of treatment
to a player who is not considered as such, but if they did, they wouldn't have as much to lose as they would with a regular depositing player, so the way i feel is, if casinos must behave this way then, lack of a better term....,
"Don't $h*t where you eat."

 

[Alexishot69]

I THINK

The bottom line is wether ura regular depositor or just occassionally u shoul dbe treated the same because the internet makes the world a small place these days and if someones badly treated at a casino like uve pointed out then word spreads like wildfire so the casino has a lot to lose...its a true saying "never bite the hand that feeds you"..

 

[winbig]

If you ask me, they should be bending over backwards to KEEP their customers from the good ol' US of A.


I don't hear sh!t from them, and actually, it's for the best; IMO. I haven't played there in ages, but yet I never receive a "Please come back" email, nor any offers. They don't seem too interested in keeping their customers - dormant or not, so why should I be interested in depositing there?

The last straw (see my other thread regarding GM) was some months ago when I was in the mood to deposit at a MG casino, and was considering GM....I went on live chat and asked for a bonus, in which they basically said "NO." Why? Because I haven't deposited in awhile. Their solution: Play regularly, and you'll get offers in your email.

 

[kixxumass]

The bottom line is wether ura regular depositor or just occassionally u shoul dbe treated the same because the internet makes the world a small place these days and if someones badly treated at a casino like uve pointed out then word spreads like wildfire so the casino has a lot to lose...its a true saying "never bite the hand that feeds you"..

Oh Ya, definitly. I totally agree... because there have been times when I have contemplated on depositing at a casino I have never played at before, and if I stumble upon any negative information about them while doing the
pre-deposit research, i definitly take that into consideration and have at times decided against making a deposit, based on such info. And I know there are those who can be slanderous towards a casino,(who may actually be reputable), but feel justified in doing so because in their eyes, that casino did them wrong in one way or another. I also take that into consideration & that it could be a misunderstanding and the casino may have not intentionally wronged the player, and therefore a resolution may be in the working, but your right, word gets around whether a player deposits or not.. so i, by no means, (and i believe i stated this in my previous post) meant that it was ok to wrong the occassional depositing player, and i want to reinforce that that's not what i meant, as to not offend anybody who may read this thread , and think i was suggesting that a casino can wrong the occassional player but not the regular one. I was simply pointing out, what you said in your statement " casinos/poker rooms dont give a damn about the person its a business and the /$ is the important part" , while that is often the case, i don't think it is right that any business, especially a casino, that relies upon the funds of it's customers to generate revenue, should ever treat that customer as if they are not important, because if it weren't for them, they would have no business, they would have no /$ to consider more important than their customers, but nevertheless, there are those casinos that regardless of that fact, are still going to make the f**king /$ a priority rather than the customer, and for those few casinos that choose to operate in this way - if they HAVE to operate in this way, would be wise to AT LEAST, if no other ethical practices are in place, at least treat those who ARE generating a consistant profit for them with a little more gratitude. But I in now way meant that it was appropriate or that i condone any player who deposits less than the VIP's to be treated with less respect or acommodations. I'm not saying you implied that, I just want to emphasize that that is not what i meant, and i stand corrected if anybody thinks that's what i meant.

 

[kixxumass]

If you ask me, they should be bending over backwards to KEEP their customers from the good ol' US of A.


I don't hear sh!t from them, and actually, it's for the best; IMO. I haven't played there in ages, but yet I never receive a "Please come back" email, nor any offers. They don't seem too interested in keeping their customers - dormant or not, so why should I be interested in depositing there?

The last straw (see my other thread regarding GM) was some months ago when I was in the mood to deposit at a MG casino, and was considering GM....I went on live chat and asked for a bonus, in which they basically said "NO." Why? Because I haven't deposited in awhile. Their solution: Play regularly, and you'll get offers in your email.

Winbig- I totally dig your avitar! that is funny as hell! i just had a really good laff! thanks for that! hahahaha!

Ya know, that's funny that you said that about GM telling you if you play regularly they'll email you bonus's, ... if you noticed in the chat i posted (between George and I) that's what he says to me, "Check your email for bonus's you may qualify for " in other words, screw the bonus we offered you,
as long as you keep depositing, they'll be other ones so just keep checking your email and eventually they'll be another bonus offer" %$#@! That!

I deposit there almost every other day, i alternate between GM and Casino Share, although they are essentially the same Management, thus, the same casino moreless, you'd think that their way of running the 2 would be the same, and that their promotions & bonus T&C's would be as well, but they're completely different. They said i'm VIP status at one but not the other, because i don't deposit at one, as much as i do the other! that's BS, my depositing pattern is equal, the only difference is, i have been a player longer at one than i have at the other... which at a glance may appear as though i deposit more at one than the other, but that is because i have generated a longer deposit history, hence, more deposits at that particular casino. About 6months later i signed up at their other casino and have been depositing there ever since, besides, they shouldn't be comparing my accounts between the 2 when it comes to deciding on whether or not to give me bonus's...

My history at one should have nothing to do with the other IMO

 

[vinylweatherman]

Winbig- I totally dig your avitar! that is funny as hell! i just had a really good laff! thanks for that! hahahaha!

Ya know, that's funny that you said that about GM telling you if you play regularly they'll email you bonus's, ... if you noticed in the chat i posted (between George and I) that's what he says to me, "Check your email for bonus's you may qualify for " in other words, screw the bonus we offered you,
as long as you keep depositing, they'll be other ones so just keep checking your email and eventually they'll be another bonus offer" %$#@! That!

I deposit there almost every other day, i alternate between GM and Casino Share, although they are essentially the same Management, thus, the same casino moreless, you'd think that their way of running the 2 would be the same, and that their promotions & bonus T&C's would be as well, but they're completely different. They said i'm VIP status at one but not the other, because i don't deposit at one, as much as i do the other! that's BS, my depositing pattern is equal, the only difference is, i have been a player longer at one than i have at the other... which at a glance may appear as though i deposit more at one than the other, but that is because i have generated a longer deposit history, hence, more deposits at that particular casino. About 6months later i signed up at their other casino and have been depositing there ever since, besides, they shouldn't be comparing my accounts between the 2 when it comes to deciding on whether or not to give me bonus's...

My history at one should have nothing to do with the other IMO

I don't know why they are so worried about you "messing with their systems", they have been messed up for weeks. I get a regular weekend deposit offer, and I can deposit at the weekend, wager it 1x, and claim it. The system tells me my claim has suceeded, and to wait 10 Minutes. Well 10 HOURS pass, and no bonus, and then 2 DAYS, still no bonus. Email support, no answer Bonus finally appears some 3 days later, but the last time I got nothing at all, but had a win from my deposit, so cashed out.

Suddenly, I am VIP (Platinum), and guess what, (you'll HATE this), a MIDWEEK BONUS!!!!!!!! (Didn't they say "no can do" to you?)

Good luck, you'll need it till they get this mess sorted out.

While I can think of other casinos with weekday offers, and better ones than Casino Share, they don't accept ANY players from the US.

 

[winbig]

I so miss the 32Red monthly....

 

[kixxumass]

"Messing with their Bonus Systems!" that's Ludicris!

I don't know why they are so worried about you "messing with their systems", they have been messed up for weeks. I get a regular weekend deposit offer, and I can deposit at the weekend, wager it 1x, and claim it. The system tells me my claim has suceeded, and to wait 10 Minutes. Well 10 HOURS pass, and no bonus, and then 2 DAYS, still no bonus. Email support, no answer Bonus finally appears some 3 days later, but the last time I got nothing at all, but had a win from my deposit, so cashed out.

Suddenly, I am VIP (Platinum), and guess what, (you'll HATE this), a MIDWEEK BONUS!!!!!!!! (Didn't they say "no can do" to you?)

Good luck, you'll need it till they get this mess sorted out.

While I can think of other casinos with weekday offers, and better ones than Casino Share, they don't accept ANY players from the US.

I didn't realize that til after you mentioned it, but you are absolutely right about their bonus claiming system being jacked up! that is SO true, when I have used that ridiculous bonus claiming mechanism in the casino lobby, it doesn't even work! it says, "you have successfully claimed this bonus , please allow 10 minutes for the bonus to credit your account"... and it never does, just like you said, you have to go to live chat and tell them, and they leave you hangin' there forever before finally crediting it... so that is absolutely ludicris that Jason had the nerve to tell me that giving a bonus during the week "messes up their system"... what a crock!

Ya know, I about DIED when I read that they have granted you midweek bonus's... so not only CAN they do it,.... they actually fricken LIED to me about why they can't do it! so, what, it will only mess up their system if they give ME a weekday bonus? but not if they give it to other players? i'm completely insulted... what a fool i was to play there for as long as I did, even patronized BOTH their [email protected]$$ casinos!

I'm trying to find another MG casino to play at that is reputable and that won't pull this kinda crap, I've tried that new one, Red Flush, and IMO they suck. I made like 4 deposits in one day totalling about $200, then they blocked my card! 2 days later my card worked there again, but after making just 3 deposits, they frickin' blocked my card again!! and told me it wasn't them doing it, so i checked with netspend and they said it wasn't them, so, now I kinow they have the capability to deceive... i think the card blocking strategy is put in place to get players to make larger deposits, since the "card issuer" supposedly blocks transactions arbitrarily after X number of deposits, which was odd, because the 2nd time it happend, i had only made 3deposits...whereas, just 2 days before, i had made 4. The chat agent was the one who "suggested" i make larger deposits the 1st and 2nd time in anticipation of my card getting blocked again if i were to decide to make a
3rd deposit... as if he were disguising what would be the casinos benefit- to appear like it would be mine; that just rubbed me the wrong way... i'm glad i got that vibe from them early on, rather than later on down the road after i already dumped a bunch of cash into their pit! so, now, I am contemplating trying out Rich Reels... anyone play there yet?
I know they are part of Villentos, but i have never played at V's but i hear they are decent. I think I'm gonna go check em' out right now... I'll let you'all know what kind of experience it turns out to be! Wish me luck!

Ciao!

 

[winbig]

Try King Neptunes or one of the others in the Trident group.

 

[kixxumass]

I've Tried them, and have no luck!

Try King Neptunes or one of the others in the Trident group.

Thanks Winbig I have an account already with the Trident Group, but I don't have any luck there whatsoever... I mean, even when I do have a little luck and hit a little something, I usually just play it back, (I only cashout if it's a BIG win) but the thought of never winning anything, doesn't sit well with me, it's no fun to just play without winnings back some, there's no point in that, ... i thought maybe it was just a dry spell,,, but it got a little TOO dry!! hahahaha!

I'm on my way to go try at Rich Reels, sometimes I like to play without taking a bonus, just to have that peace of mind in not having to worry about keeping track of WR's, and game restrictions, ... which will probably be one of those times for me now, after reading this about Rich Reels bonus terms:


The opening match bonus is offered to provide first time
players an enhanced gaming experience with increased gaming time.
The opening match bonus is for wagering purposes only.
No withdrawal will be processed for an amount less than the sign
up bonus. Upon a member's FIRST withdrawal (regardless of the
number of deposits), any amount up to the equivalent value
of the PLAY BONUS will be deducted from the members
account prior to settlement .


Other than that, I've only read good things about them so far,
so i'm gonna go try my luck, if anyone has information on the contrary,
please do tell...

thanks!

 

[vinylweatherman]

Try King Neptunes or one of the others in the Trident group.

Don't - THEIR claim system is "jacked up" as well - you will just get madder.

Since they are now going to mess with it some more to incorporate it into the already "jacked up" Belle Rock promotional systems, I expect worse is to come.

 

[slotplayer]

The only casinos I've ever played are casino rewards but they're horrible. Better off throwing money out the window. Anyone ever win there? Don't recall seeing any winners screen shots from them. Time for me give up playing online I think. It's such a waste of money.

 

[chuchu59]

Hello fellow meisters,

I am posting this complaint because I feel that this casino handled this situation inappropriately. I am an easy-going person and hardly ever....

The CS rep jason was at least insensitive if not downright rude. How would the player be able to know that the casino ruled against mid-week bonuses without communicating this to her? 'He said that he would ask and doesnt think there would be a problem, but there is it and you cannot have it. When will these people learn that players are not beggars (You cannot have it). The request for mid-week bonuses was reasonable given the work schedule of the player. Even if they had decided not to accomodate the request they should have taken the initiative to inform the player. If they had forgotten top do so the least they could have done was to honour their pledges and credited the player with the bonuses manually while informing her at the same time that they are unable to extend these to her in future.

BTW Kixxumass, maybe you should ask Simmo or one of the moderators here to edit the casino account number in your conversation with George.

 

[maxd]

BTW Kixxumass, maybe you should ask Simmo or one of the moderators here to edit the casino account number in your conversation with George.

Done.

 

[kixxumass]

Don't - THEIR claim system is "jacked up" as well - you will just get madder.

Since they are now going to mess with it some more to incorporate it into the already "jacked up" Belle Rock promotional systems, I expect worse is to come.

Wow, you know these places well, and you're right on the money! (no pun intended! hahaha)
I decided against depositing at Rich Reels, because not only do they have that "jacked-up" sticky bonus offer, I also noticed that the WR's are strange and unusual as far as the percentage of wagering required
goes, which is dependent upon which game you play. I have never played at any casino, where slot games did not count as 100% toward WR's... and the percentage dropping on all other games played, (i.e., 10% for video poker, 5%for BJ) which is usually the norm, but WTH ? at Rich Reels Casino only 50% of your wager counts toward any slot game played, and dig-this: not only is the percentage reduced to only count as 50% if you play slots, but the number of times you have to wager shoots up to 50% !!! so what they advertise as a 15x's wager requirement turns into a 30x's wager requirement if you play slots! what kind of casino even does that? that's B.S.! it's stretched out to their advantage in both directions,
and applied to the most commonly played game in the casino: Slots!

~Every casino I have ever played at, any bonus used on slots always counts as 100% of your wager- so then WHAT games DO count as 100% ?" there's only ONE: Keno.

WTF?
That whole scene over there had "Janky" written all over it, so I took
winbigs recommendation-- partly because you hadn't posted this warning yet!
After checking with The Trident Group last night, I discovered that I did not have an account with King Neptune's as I thought I had... only with Trident Lounge, and since wingbig had suggested trying them out, I figured I would give them a shot, Man~ I laughed my @$$ off when I came back here today and saw your post advising against it!! "DON"T" THEIR system is "jacked up" even worse- it will only make you madder".

!Such Accuracy!
Wow~ That proccess is worthless! it didn't do anything when I submitted my information except for going directly to: "Error - Page Cannot Be Displayed" (that white blank Internet Explorer DNS Error Page)

..And what is the point in this:

Acct numbers starting with:................ Enter promotion code:
* tknr..................................................KNCP110011
* fknr..................................................KNFP110011

__________________________________________________________
If their system for claiming a bonus doesn't even work, then why cut out the extra work for themselves by posting specific instructions that involve extra steps for the player- which ultimately.... accomplishes nothing ?

_
You're absolutely right when saying, "it will only make me madder" hahaha!
dude, I tell ya... if it weren't for what happened when I finally got the bonus
I would be chalking that whole experience up to another lesson learned!!

But check this out: I deposited, then went through the worthless --
"this acct--that code/that acct--this code" claiming proccess,
and i just got (what I call) the white screen of death page!
after resubmitting the code & acct numbers again with no success, I
went to live chat and they were unavailable but it gave me the option to leave a message, I just said %$# it! and went on to play my deposit which was consumed in less than 30 minutes! After I played my deposit, I went back to the claim site and tried to claim the bonus again, twice even, which again was worthless! but I finally got ahold of someone in live chat and explained that I was not able to claim the bonus from the redemption page and simply asked if they could please apply it for me manually.
I was told the bonus would be in my account in approx. 30 minutes,
which was cool with me- so i log in about 45 minutes later and there is a CASH balance of $150.00 in my account! and $0.00 in my bonus account. HAHAHAHA!! so i'm thinking, "OoooooOk!" is this
some kind of trick? hmm,... so I go back to live chat to inform them of this over payment and live chat is unavailable again! I got this message:
"all agents are unavailable-please leave a message"

I didn't want to mess with it anymore. It's always a drag trying to explain an issue thru live chat, typing it out & all that... I just said "F-it" and went on to play it... crazy that just less than an hour before MY funds didn't hit a single thing, and was consumed in a relatively short period of time... whereas, I played with THEIR funds, same games and everything, yet the sh*t was hittin' like crazy! granted, I now had a larger bankroll, but from the get-go it was jumpin' off up in there! next thing I know... it's now today, and I STILL have not lost that bonus, infact it's doubled and I have long since met WR's. I wonder what would happen if that sucker were to hit a jackpot, or a large sum of winnings, i would probably be told it's all void.

The thing I wondered about, is where on earth did they get that figure from? $150? the bonus is 100% match, with the max being $100,
and I only made a $25 deposit... so where would they even
accidently credit me with $150? when the max is $100?

Well, what i think happened was this: when i attempted to claim the bonus, i tried like 3 times initially, and then i believe twice more after playing my deposit, a total of 5 times. my deposit being $25, would make the bonus i qualified for $25 as well, and that is what the CS agent probably credited me with... then leave it to technology, in all it's delayed glory, to catch up with the 5 attempts i made to claim it and credit my account for each one @ $25 a pop x 5 tries = $125 + $25 credited by CS = $150.

Do you think their bonus claiming system is even worse than you say it is? could it be THAT "jacked-up" ? I mean, we thought Grand Mondials system was "messed-up" although Tridents system didn't cheat ME,
but if it's capable of malfunctioning in such a vast capacity, as it appears to have done in this case(because i doubt CS would make such a large error in over-crediting a bonus by $125 to my cash account) could there be a potential for other account errors in the future ?

makes me a little uneasy in that aspect ~

I should report this to them, as to avoid any potential problems in the future
as far as any cashouts and bonus's go, not to mention i'm compromising my integrity by not doing so.

I just thought you'd get a kick out of this, because your advisory on their system being more jacked up than GM is an understatement! hahaha!

Thanks for the warning,
I will definitly heed any advice you may have in the future! like I said,
"You're Good!" :notworthy

The only casinos I've ever played are casino rewards but they're horrible. Better off throwing money out the window. Anyone ever win there? Don't recall seeing any winners screen shots from them. Time for me give up playing online I think. It's such a waste of money.

Ya know... I used to play at Casino rewards Casinos. As a matter of fact, they are the very first online casino I ever played with, Captain Crooks, i MEAN Cooks! (heh heh heh) and call it beginners luck, but the 1st time I played I won $1,000 on Wheel of Wealth, cashed out at $600... waited
2 days, and the the cashout reversal option tempted me to play again and i ended up putting $400 back, i finally cashed out at $200 and it was on my "prepaid ATM card" (remember them?) in about 3 days. Never won again after that but i still continued to play there until i finally realized that i was actually the one "being played" and I haven't played there since!
hahaha!

The CS rep jason was at least insensitive if not downright rude. How would the player be able to know that the casino ruled against mid-week bonuses without communicating this to her? 'He said that he would ask and doesnt think there would be a problem, but there is it and you cannot have it. When will these people learn that players are not beggars (You cannot have it). The request for mid-week bonuses was reasonable given the work schedule of the player. Even if they had decided not to accomodate the request they should have taken the initiative to inform the player. If they had forgotten top do so the least they could have done was to honour their pledges and credited the player with the bonuses manually while informing her at the same time that they are unable to extend these to her in future.

Yes, I agree with you 100%. That would've been a very tactful and effective way to deal with that situation, and sadly, it was not dealt with in that fashion. and what a shame, because i am the epitomy of what constitutes a true player in all it's definition. or what the casinos definition is anyway!
I play regularly and I play often. I'm no high roller, by any means, but they could rely on consistant business from me- and one thing that was a huge plus for them... I never cashed out; hence, i was or should've been an asset.

I've learned from others in the industry, that in the casinos eyes, even a loyal player who deposits and plays often is not always considered a VIP, infact, some are even considered bonus abusers... why? because they cashout. All the deposits and loyalty shown by this player is of no value to the casino if the player cashes out more than just occasionally because the casino doesn't make any money off of that player, instead it incures a loss; hence, not a VIP.

VIP status determination = Players who deposit often.

VIP status retention = Players who never cashout.



The first thing I noticed about Jasons response when I inquired about
the bonus in our live chat sessions, was that , he was downright rude,
as even you had detected. There was absolutely no need for the comment
he made to me after I posted my explanation for claiming the weekday bonus
which was,

"Ok, I get the just of it."

even if he did get the just of it... thats his job... to understand what it is that the player is requesting and what the purpose of their query is. It's as if
he was offended by me explaining the situation to him.... whatever HIS issue was, was just that - HIS. not mine.

and its not why I was there...


He said that he would ask and doesnt think there would be a problem, but there is it and you cannot have it.

that is one of the most patronizing comments anyone working in a customer service oriented business has ever said to me in my entire life, as a consumer,
and even as a person. what makes it more offending, is that this statment and the way it was hurled out at me, was coming from a person representing a place of business that i am spending alot of my money at, a place i am giving money to. WTH makes this person think that it's alright for him to be disrespectful to a customer? It would've been much more pleasant for me to have just stuck my money in an envelope and simply mailed it to them.


And as if that wasn't insulting enough, when i say to him, "dont be rude about it" he adds MORE insult to injury by patronizing me even further with these statements:

"I am not, may I ask where I have been rude to you?

"How, where was I harsh? Please do tell me, I am sorry if I came off like that, but I feel that I have been very polite"

POLITE ? he thinks this is being polite? ----->>

"Okay, I got the just of it."
"the manager said no"
"He said that he would ask and doesn't think that there would be a problem, but there is and you cannot have it."
"Mario is here, and just told me to inform you of this as well."

and to just let a customer slip away unhappy, without even AT LEAST making some kind of attempt to save the account, or to not let the customer go away unhappy when i tell him i won't play there anymore:

ok, well then i wont play here anymore...sorry it came to this'

"So am I.
Good bye."
Chat session has been terminated by the site operator.

THAT is his interpetation of being polite? WOW, i'd hate to see what HE considers to be rude.

Now compare his idea of being polite, to what REALLY IS polite, as with the
responses by the manager George:

" not a problem "
" we want happy costumers here "
" we work for you all the time"
" you'r welcome"

It just blows me away that he didn't think his choice of words were inappropriate and offensive. What blows me away even more, is that their
casino rep, Mario, has chimed in on almost every dispute or complaint
about GM on this board, and yet, hasn't even commented or acknowledged
this one. Like he doesn't know it's here. Can't he speak for himself on where he actually DOES stand on this issue? even if he does side with the casino like Jason said he does, can't he at least come and post a response confirming this ? or does he conduct business with no regard to ethics, allowing Jason to speak on his behalf ?
until he confirms this, i will believe the latter is true.

Props to chuchu for your input, i'm glad someone else besides me can see that Jasons behavior was downright rude. At least I know
It wasn't just me reading into it, the rude demeanor is definitly present
as well as apparent. Thanks Chu

BTW Kixxumass, maybe you should ask Simmo or one of the moderators here to edit the casino account number in your conversation with George.

wow, i didn't realize i exposed my account number, thank you for bringing that to my attention. :notworthy

Done.

I see it's been done already! thanks maxd!

 

[vinylweatherman]

I doubt King Neptune is so jacked up as to credit the bonus multiple times. I tried and failed, and CS seem to have added it manually ( so I am assuming, they never replied). The offer has now expired, and I did get it in the end. What is more disappointing is that this is a far bigger problem, and that not only is the loyal player system "jacked up", but so is the new player one, and has been for a number of days without being addressed.

What may have happened, is that CS saw you had zero balance, and assumed you had deposited 100 and gave you 100, and added 50 as compensation. They made a mistake by crediting it as cash, and not bonus.I have seen the same mistake happen at other MG casinos when CS has to manually credit a bonus, so it must be a small variation in the procedure between crediting cash and bonus chips, maybe a tick box or button option, and maybe cash by default unless bonus chips specified.

It isn't till September 1st that King Neptune enters fully into BelleRock, so there is a whole week more of this mess, followed by the mess that is BelleRock's normal systems.

This has nothing to do with Rich Reels, which is neither BelleRock nor Casino Share. That over creative use of the MG "ezbonus" system does them no favours, it is highly deceptive to advertise 15xB, but only have slots count 50%, whereas the MG standard is for 30x and slots at 100%. They are misrepresenting the headline claim (the advertising draw) in order to offer nothing more than all the others in the small print.
If it is a sticky bonus as well, I have never seen this with MG before, only a max cashout on a new player no-deposit free chip. A sticky bonus should come with more generous WR than the usual MG bonus, and if a player wanted a sticky bonus, they could play at Playtech or RTG.

 

[kixxumass]

Sticky & Messy !!

I doubt King Neptune is so jacked up as to credit the bonus multiple times. I tried and failed, and CS seem to have added it manually ( so I am assuming, they never replied). The offer has now expired, and I did get it in the end. What is more disappointing is that this is a far bigger problem, and that not only is the loyal player system "jacked up", but so is the new player one, and has been for a number of days without being addressed.

What may have happened, is that CS saw you had zero balance, and assumed you had deposited 100 and gave you 100, and added 50 as compensation. They made a mistake by crediting it as cash, and not bonus.I have seen the same mistake happen at other MG casinos when CS has to manually credit a bonus, so it must be a small variation in the procedure between crediting cash and bonus chips, maybe a tick box or button option, and maybe cash by default unless bonus chips specified.

It isn't till September 1st that King Neptune enters fully into BelleRock, so there is a whole week more of this mess, followed by the mess that is BelleRock's normal systems.

This has nothing to do with Rich Reels, which is neither BelleRock nor Casino Share. That over creative use of the MG "ezbonus" system does them no favours, it is highly deceptive to advertise 15xB, but only have slots count 50%, whereas the MG standard is for 30x and slots at 100%. They are misrepresenting the headline claim (the advertising draw) in order to offer nothing more than all the others in the small print.
If it is a sticky bonus as well, I have never seen this with MG before, only a max cashout on a new player no-deposit free chip. A sticky bonus should come with more generous WR than the usual MG bonus, and if a player wanted a sticky bonus, they could play at Playtech or RTG.

I'm not sure what context "sticky" is used in, but common sense tells me that
it means exactly as they have it presented here:


(let me know if you think it's also a sticky bonus,
or if they have dressed it up in any other way)...
but i think i pretty much deciphered the T&C's and have them interpeted correctly...
or at least as the casino has represented them. correct me if i'm wrong,
I still wanna know, although I really doubt I would take this bonus if I do
ever decide to deposit here,
it's one mess i have no desire of getting tangled up in!

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[kixxumass]

I Think I High-Jacked My Own Thread!

Did I High-Jack this thread a couple of posts back?

hahaha!

I think I did! what started out as a beef with GM,
kinda veered off into Rich Reels, Bellerock, and
The Trident Group! ...My Bad.

Anyway, Back to the original subject,

Is Grand Mobdial and Casino Share part
of the PlayShare Partners Group?

If so, then I'm confused.
In the quest for finding a decent, reputable
casino that isn't cloaked in deceptive
bonus disguises, I came accross this
casino and have never heard of them
before, yet they claim to be a part of
the PlayShare Group of Casinos...

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On The "About Us" Page, It states:

ABOUT US:

Crystal Ball Casino

Welcome to cbcasino .
We are an exciting online casino and offer over 300 games to choose from, with some of the biggest Progressive Jackpots to be found on the net.


We offer a fantastic range of promotions, to find out more about the promotions

You do not have permission to view link Log in or register now.

cbcasino are part of the PlayShare Partners Group of Casinos which are operated by Naden Inc and are powered by MicroGaming, the leading software provider in the world.

For a full list of the Casinos Click Here:

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What I find strange is, if GM and Casino Share ARE part of the
PlayShare Partners Group, Then why are the not listed on
this playshare partners list?

There is no Grand Mondial on there at all,
and the only Casino Share Casino listed on there
is Casino Share Japanese and Casino Share Spanish.

All the other casinos on this list I have never even
heard of. Including this Crystal Ball Casino,
which I was looking for information on, as a
prespective player, but if they are affiliated with
Grand Mondial forget it...

I would just be jumping out of the frying pan
and into the fire!

 

[vinylweatherman]

White Labels

Did I High-Jack this thread a couple of posts back?

hahaha!

I think I did! what started out as a beef with GM,
kinda veered off into Rich Reels, Bellerock, and
The Trident Group! ...My Bad.

Anyway, Back to the original subject,

Is Grand Mobdial and Casino Share part
of the PlayShare Partners Group?

If so, then I'm confused.
In the quest for finding a decent, reputable
casino that isn't cloaked in deceptive
bonus disguises, I came accross this
casino and have never heard of them
before, yet they claim to be a part of
the PlayShare Group of Casinos...

You do not have permission to view link Log in or register now.

On The "About Us" Page, It states:

ABOUT US:

Crystal Ball Casino

Welcome to cbcasino .
We are an exciting online casino and offer over 300 games to choose from, with some of the biggest Progressive Jackpots to be found on the net.


We offer a fantastic range of promotions, to find out more about the promotions

You do not have permission to view link Log in or register now.

cbcasino are part of the PlayShare Partners Group of Casinos which are operated by Naden Inc and are powered by MicroGaming, the leading software provider in the world.

For a full list of the Casinos Click Here:

You do not have permission to view link Log in or register now.

What I find strange is, if GM and Casino Share ARE part of the
PlayShare Partners Group, Then why are the not listed on
this playshare partners list?

There is no Grand Mondial on there at all,
and the only Casino Share Casino listed on there
is Casino Share Japanese and Casino Share Spanish.

All the other casinos on this list I have never even
heard of. Including this Crystal Ball Casino,
which I was looking for information on, as a
prespective player, but if they are affiliated with
Grand Mondial forget it...

I would just be jumping out of the frying pan
and into the fire!

You have found the skeleton in their cupboard. he is called Naden

There are a whole bunch of these white label casinos under the Naden umbrella, and not understanding this complex relationship is likely to lead to problems with locked accounts and non payments.

They are designed to look like a large number of seemingly unrelated MG casinos, many will seem completely new, and will have little written about them. In effect, they are all skins of Grand Mondial and Casino Share. The tricky problem comes when you come to open an account at one of these, the terms state that you can only have one bonus over the entire group of white labels, but it is a devil of a job for a player to stick to this rule, since the list is ever changing, and old names vanish and new ones appear. The ONLY way to tell is to run a search on "Naden" on the websites, but first you need to suspect it is a white label in the first place, otherwise you will be treating ALL MG casinos with equal suspicion.

When this issue first cropped up last year, the forum made it clear this was not a good direction to be taking with MG casinos, and I predicted this would only confuse players, and lead to many innocent breaches of group wide rules through the dificulties in identifying which group casinos belonged to.

There are just too many, and the names and promotions do not make any link clear. There has been enough trouble with Casino Rewards, who at their peak had 17 different casinos, Naden had well over 30 last year, and no doubt this has increased further.

 

[kixxumass]

You have found the skeleton in their cupboard. he is called Naden

There are a whole bunch of these white label casinos under the Naden umbrella, and not understanding this complex relationship is likely to lead to problems with locked accounts and non payments.

They are designed to look like a large number of seemingly unrelated MG casinos, many will seem completely new, and will have little written about them. In effect, they are all skins of Grand Mondial and Casino Share. The tricky problem comes when you come to open an account at one of these, the terms state that you can only have one bonus over the entire group of white labels, but it is a devil of a job for a player to stick to this rule, since the list is ever changing, and old names vanish and new ones appear. The ONLY way to tell is to run a search on "Naden" on the websites, but first you need to suspect it is a white label in the first place, otherwise you will be treating ALL MG casinos with equal suspicion.

When this issue first cropped up last year, the forum made it clear this was not a good direction to be taking with MG casinos, and I predicted this would only confuse players, and lead to many innocent breaches of group wide rules through the dificulties in identifying which group casinos belonged to.

There are just too many, and the names and promotions do not make any link clear. There has been enough trouble with Casino Rewards, who at their peak had 17 different casinos, Naden had well over 30 last year, and no doubt this has increased further.

eeew, that is so creepy... so they have like this "underground" operation of skeleton casinos that are masked or disguised to appear to run independently
from the Queen Bee ? but what their only true purpose is to have them set up at various places around the web in hopes that one of their players from one of their other casinos, like GM, or CS... so that they may then refuse to pay any winnings these players may attempt to cash out if and when they ever win any money... by simply accusing the player of taking a bonus or signing up at one of their other casinos which they say violates their
T&C's ??? did I understand that correctly... or something to that affect?

wow,... so they are deliberately sabotaging their own players? that runs right along the lines of the statement I made early on in this thread... don't $h*t where you eat... or better termed, "don't bite the hand that feeds you"
... man, whatta shame... i'm disgusted... this behavior by the casinos is soley motivated by greed.. and those who are greedy don't like to give up any part of their fortunes.. they want to make all this money, but dont want to have to put out any toward acheiving financial success... I guess the popular phrase "It takes money to make money is completely foriegn to them.

I am so disappointed right now... it seems to me that online gambling is going to hell in a hand basket... i'm afraid to play anywhere now... i think I just caught the trident group trying to do the same thing, but in a different approach... if you go to their site...

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and click on the link at the bottom of the page that says "Virtual Casino Partners" or

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here are just a few of many they have listed on that page:

Trident Entertainment Group

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Trident Lounge

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Vegas USA

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Trident Poker

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But here's where it gets weird... when you click on one of those casino links or try to downlad one, particularly

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and

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it really downloads the king neptunes casino and it keeps the url at kingneptunes.com but adds a "download=vegasusa", or a "download=tridentlounge" so there is no actual website or separate url
for either of these casinos... and when you try to download either
tridentlounge casino or vegasusa... it doesnt open any download for it,
it opens the kingneptunes casino software, and that is what you will be downloading. Here's a diagram pointing all of this out:

what do you make of this? why would they be tricking players into thinking they are downlaoding trident lounge or vegasusa casinos? ...is this trickery?

doesn't it appear as though they are trying to deceive , by getting the player to downlaod a completely differnt casino? or am I being unreasonable for
accusing them of doing this , ?

Can you or anybody tell me, just what exactly ARE they doing ?
what is the casinos intentions here?

what is the whole site misdirection and false casino download supposed to
accomplish?

I'm totally aggravated by this because I just deposited $100 here, and now
i feel like they are trying to mislead their players and misrepresent themselves

wow... this only gets deeper the further I dig....

 

[vinylweatherman]

Firstly - the intent behind the Playshare white labels was to get more players by flooding niche markets with the various white labels. This has not exactly worked though, as they simply look like a bunch of Microgaming casinos.
The rule that can land players in trouble is where they claim a bonus at one "Naden" white label, and then claim a bonus at another "Naden" white label. Because there are so many, and each one has a list of "Naden" outfits updated at a different time, it is easy for the unwary to make the mistake of not realising their shiny "new" casino is simply their second, third, etc Naden "skin". Unfortunately, they will be granted the bonus, but the breach will only surface when they withdraw after winning with the bonus. There seems to be no central "Naden list" that overrides the others that is fully up to date. It is up to players to check for "Naden" links with every "new" MG casino they spot, not something that is obvious to those who have no idea about this "white label" business.

It is OK, however, to claim the bonus at Grand Mondial OR Casino share (not both), AND claim another at any ONE of the Naden white labels. Beyond this, while you can still PLAY at all the Naden white labels, you CANNOT take any more NEW PLAYER offers.

ALL Naden casinos offer the same level of customer service (it is the SAME CS after all), if you are unhappy with one, the rest will make you just as unhappy.


Secondly - King Neptunes is BelleRock, and has been for a while. They are SPECTACULARLY INCOMPETENT AND LAZY, and the oddities in the King Neptunes website are a reflection of this, rather than of any sinister intent. Rather than update the website properly, they have left behind the details for the "current promotion", which actually finished 2 YEARS ago Rather than write out the other two casinos, they have simply altered the links so that everything points to the King Neptunes download.
A further example of their laziness shows when you exit the King Neptunes site, as you STILL get that totally pointless (and annoying) exit pop-up inviting you to "try Trident Lounge casino", even though it has been CLOSED to new players for over a year

 

[kixxumass]

SPECTACULARLY INCOMPETENT!!

Firstly - the intent behind the Playshare white labels was to get more players by flooding niche markets with the various white labels. This has not exactly worked though, as they simply look like a bunch of Microgaming casinos.
The rule that can land players in trouble is where they claim a bonus at one "Naden" white label, and then claim a bonus at another "Naden" white label. Because there are so many, and each one has a list of "Naden" outfits updated at a different time, it is easy for the unwary to make the mistake of not realising their shiny "new" casino is simply their second, third, etc Naden "skin". Unfortunately, they will be granted the bonus, but the breach will only surface when they withdraw after winning with the bonus. There seems to be no central "Naden list" that overrides the others that is fully up to date. It is up to players to check for "Naden" links with every "new" MG casino they spot, not something that is obvious to those who have no idea about this "white label" business.

It is OK, however, to claim the bonus at Grand Mondial OR Casino share (not both), AND claim another at any ONE of the Naden white labels. Beyond this, while you can still PLAY at all the Naden white labels, you CANNOT take any more NEW PLAYER offers.

ALL Naden casinos offer the same level of customer service (it is the SAME CS after all), if you are unhappy with one, the rest will make you just as unhappy.


Secondly - King Neptunes is BelleRock, and has been for a while. They are SPECTACULARLY INCOMPETENT AND LAZY, and the oddities in the King Neptunes website are a reflection of this, rather than of any sinister intent. Rather than update the website properly, they have left behind the details for the "current promotion", which actually finished 2 YEARS ago Rather than write out the other two casinos, they have simply altered the links so that everything points to the King Neptunes download.
A further example of their laziness shows when you exit the King Neptunes site, as you STILL get that totally pointless (and annoying) exit pop-up inviting you to "try Trident Lounge casino", even though it has been CLOSED to new players for over a year

SPECTACULARLY INCOMPETENT!!

I love it!

how descriptive a term that is!
and very funny, especially when you've experienced this type of incompetence to such a degree,
that you realize there couldn't be a better term to describe it other than that!! hahahaha!!

That's so unfair how these casinos conduct their business in this manner... I mean, really...
how the hell is someone supposed to know that the casino they are joining is related to a casino they already play at if these casinos operate in a stealth-like mode?

if they don't want their players claiming a bonus at more than one of their casinos then why don't they conspicuously display the casinos label name
and secondly, why don't they have security measures in place that would automatically detect any player claiming a bonus at "this" casino, who has already claimed a bonus at "that" casino, and not allow the bonus to be claimed in the first place?

They don't use these preventative measures because they deliberatly let the player sign up and claim the bonus just so that they can refuse any winnings if the player attempts to cash out in the future?

notice how they allow them to deposit again and again and don't say $h*t

... and continue allowing them to deposit for infinity, up until the day, if that were ever to come, that they attempt to cash out!

what a buncha little [email protected]$$-b*tches!!

that is so wrong... I despise unethical business practices! and this has got to be at the top of my list, words cannot describe the utter disgust...

well... I'm off to the reservation... at least the land based casinos here
don't cheat the players on such an extreme level... it's just a drag to
drive there and back... I guess all gambling has it's drawbacks, other than the obvious self-destructive ones! hahaha!


Oh, btw.... trident support told me that "in the future" they were going to be merging with Bellerock ... but you say this already took place well over a year ago? either the support rep was bullsh*ing me... or that is a prime example of "SPECTACULARLY INCOMPETENT"


I tend to think the latter is true

Thanks for all your input, you're very informative!


Props to you, vinyl!!

 

[Mario]

Hello fellow meisters,

I am posting this complaint because I feel that this casino handled this situation inappropriately. I am an easy-going person and hardly ever
complain about customer service, but I feel that a casino I play at on a regular basis should try to acommodate me if I make a reasonable request, and if they do, it only further strengthens my trust in them, my faith in their abilities as customers service proffessionals, and reinforces my opinion of their credibility. It also reflects my opinion on how a casino should build up a good reputation as an online business entity.

I expect any casino that i am pumping my money into, to recognize the fact that I am doing just that- pumping my money into their casino, along with all of it's other players and therefore; should always do their best to acommodate their players, especially if they are designated by the casino as a VIP,and they should always have the players best interest (being satisfied) at heart, or at LEAST act like they do, if anything. If a casino doesn't appreciate my loyalty or displays to me that my patronage is not valued, it slightly offends me and leaves an unpleasant impression on me, and ultimately, will probably result in me not depositing there in the future, which turns out to be the case here, with Grand Mondial and Casino Share.

I don't know about anyone else, but if my livelyhood soley relied and depended upon revenue generated by the funds my customers have supplied my business with, I would take every measure possible to ensure that I retained these customers and that they are content; I would not want to do anything to jeopardize that source of revenue, because without it, would only result in a financial reduction that could potentially have an impact on my business in the future or affect me personally; most companies who rely on this type of generated revenue, I'm sure would certainly agree. However, online casinos seem to be the only ones who don't. (based on the complaints I have read from players about other casinos, and luckily I haven't had the unpleasant experience of being totally screwed by a casino, as some others have)

The only reason I have come directly here to post this complaint instead of trying to rectify it in private with the casino rep/affiliate here at the casinomeister forum is because I am told by the live chat agent not to bother, because apparently, according to him, the casino rep was present
and already sided with the casino.

And here is a post of that chat:



Welcome to Casino support live help, one moment please for world-class service

Jason: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jason: will be assisting you, how could I be of service...

Vgmr00577xxx: Hi, this is an exerpt from the live chat i had with George yesterday, about changing my weekend 25% deposit bonus to weekdays instead, and he granted the 25% bonus match on my deposit yesterday, and told me to come to live chat when i deposit for any bonus's, and i made a deposit a few hours ago, but the bonus didnt show up and there was no way to claim it, then i remembered he said to check with live chat, here's the exerpt from that chat we had:



George: hi there gina, what seems to be the problem?


Vgmr00577xxx: hi george..i work at the hospital 3 days straight,
i sleep there during sleeping hours,
i go in on friday and dont come home til monday...
unless for some reason i happen to come home early,
or dont go into work for one reason or another,
i will never ever be able to deposit on a weekend,
so you are rewarding me for being a reg player,
but its like getting nothing at all,
since i can never claim the weekend bonus

Vgmr00577xxx: can you put in a request to make my bonus for
3 days during the week? i dont care which 3 days,
since i dont work weekdays

George: i will do that

George: i will add a $7.5 comp for this deposit.
i will be in touch with promotions department and request they change the days of your promotions to week days, we will change this days for you
and i am sure promotions won't have a problem to do this
but for future reference in order to avoid confusion have a quick
look into your email box to check if you are elegible for any match
bonuses or just contact us before you deposit

George: so i will add your 25% match bonus on the $25 deposit that you made

Vgmr00577xxx: ok, i appreciate that... thank you George thank you very much

George: not a problem
we want happy costumers here
we work for you all the time

Vgmr00577xxx: thank you so much
George: you'r welcome


Jason: Okay, I got the just of it.

Vgmr00577xxx: so can you please apply the 25% bonus to my last deposit please?
Vgmr00577xxx: hahaha
Vgmr00577xxx: ok

Jason: Unfortunately we cannot change your weekend match to the weekday as this messes with our systems.

Vgmr00577xxx: ok, did you look at the chat?, George said it would be
Vgmr00577xxx: he said to come to live chat when i deposit to claim

Jason: We gave you a bonus as a once off thing, and cannot keep doing it unfortunately
Jason: Yes, he said that he would query this with the Promotional manager, and the manager said no

Vgmr00577xxx: what? why wasnt i told this?
Vgmr00577xxx: and WHY did he say it wouldnt be a problem, ?
Vgmr00577xxx: had i known that, i wouldve deposited elsewhere, which is what i will do now.

Jason: He said that he would ask and doesn't think that there would be a problem, but there is and you cannot have it.

Vgmr00577xxx: dont be rude about it, what the heck? im a player, dont treat me like a peice of dirt

Jason: I am not, I am just informing you of what was said about your situation, may I ask where I have been rude to you?

Vgmr00577xxx: so you'd rather lose the consistency and business of a regular depositing player, rather than accomodating me? ...thats crazy...i see where your priorities are...
Vgmr00577xxx: i have no idea why your listed with casinomeister

Jason: I do not make the rules, I just inform you as to what they are.

Vgmr00577xxx: but i'll contact mario over there and let him know how you guys do business

Jason: We cannot change the rules for one player, regardless of their situation.

Vgmr00577xxx: ya i know, i'm not blaming you Jason
Vgmr00577xxx: i just think you couldve stated it a little less harshly

Jason: Mario is here, and just told me to inform you of this as well.
Jason: Unfortunately it is out of his hands as well.
Jason: How, where was I harsh? Please do tell me, I am sorry if I came off like that, but I feel that I have been very polite

Vgmr00577xxx: ok, well then i wont play here anymore...sorry it came to this'
Vgmr00577xxx: have a good night anyway

Jason: So am I.
Jason: Good bye.
Chat session has been terminated by the site operator.



I don't know, maybe it was just me, and I realize that text can be misconstrued and not a viable way of interpeting one's attitude, but the way he seemed to present this information to me seemed a little unpersonable, not very friendly, he seemed short, abrupt and kinda cocky. I don't know, maybe it was my interpetation. But what i DO know... is that I am a loyal and frequent depositor at both Casino Share and Grand Mondial, and have made a simple request, in which George could have simply declined. But he chose to
give me the bonus, which was on a weekday, not the weekend, so by doing that, only indicated to me that it can be done, apparently they are just choosing not to. It's fine that the casino uses their descretion when determining these types of things, but i don't think that they should have given me the bonus at all, and waited to hear back from promotions on whether or not to change it, and if they determined that they would not be accommodating me, then i feel they should have at least emailed me with that decision. I received nothing from them at all regarding the denail of my request, and had to find out about it only AFTER making my deposit, and obviously they had made a decision, because from what Jason said, the promotions dept said no- at that point, whenever that decision was made, an email should have went out to me informing me so... don't wait for me to make a deposit, then tell me, ... because George left the impression that this would not be a problem, and based on the fact that he even gave me the bonus that day as well, and the fact that i had not received an email informing me otherwise, i had absolutely no reason to think this had been denied. Had i known this, i could have decided to play there anyway... or chosen another casino for that day if i wanted to play with a bonus, but that kinda upset me that i didnt know anything about this until after i deposited. and the way he threw Mario the casino rep into the mix like that, seemed a little odd, and to be honest, i really didn't feel like playing there after that.


Just to show you how i went to live chat before i deposited to make sure
i would get a bonus here is a copy of that chat: (as you can see, this agent doesn't really seem to have correct information, and as i expected, after depositing, i went to live chat to claim the bonus and it was denied)

info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service

Hansley: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Hansley: will be assisting you, how could I be of service...

me: hi can you please tell me what my grand mondial account number is?
me: i am playing from my laptop not my usual computer

Hansley: One moment please while we look into the matter for you?

me: sure

Hansley: Please may we ask you to first confirm the following personal details for security reasons.
Hansley: Full name
Hansley: Email address
Hansley: Date of birth
Hansley: ZIP / Postal Code
Hansley: Deposit method

me: also, i was told on my next deposits i get a 20% bonus is that correct?

Hansley: who said that?

me: name: sensored, [email protected], 10-23-19XX. 85281 visa... uh, if you look up my very last chat session a few days ago you'll see

me: i cant remember his name
me: it was something regarding a 20% bonus up to $200 or something

Hansley: sorry wrong info

Hansley: Vgmr00577xxx

me: thanks

me: ok, is there any bonus at all on my next deposit? can you look up that chat and see what he did tell me


Hansley: when was the last chat?

me: just a few days ago....
me: you should have record
me: it was actually something the manager said

Hansley: you are eligible for 25% up to 200 in purchases

me: yeah, thats what i was told, so they were not incorrect?

me: so do i get that now if i deposit?

Hansley: ok

me: ok what?

Hansley: Is there anything further I can assist you with?

me: do i get the bonus or not?

Hansley: have you claimed?

me: i havent deposited yet, im doing that now, thats why i needed my acct number

Hansley: make sure you claim

me: ok when?

Hansley: you do get a bonus as soon as you have claimed and the system processes it

me: how come you said that the info was incorrect?
me: you said, "sorry wrong info"

Hansley: you had the wrong info about the bonus

me: no, it was right...i was off by what? 5%?

Hansley: my mistake then

me: so i DO get a deposit bonus right?

Hansley: yes as soon as you have deposited

me: do i claim after i deposit, or before ?

Hansley: you claim after you have deposited

me: and what are the wager requirements?

Hansley: Link Removed ( Old/Invalid) for all info

me: ok thanks



I will no longer play here unless they rectify the situation, It hurts me to think
all this time I have been playing there, my frequenting their casino meant nothing to them, rather than acommodate a small amount of a bonus, they would rather let that player walk away and lose all future business from them,
and trust me, all further deposits i would have made as an ongoing player would have far exceeded the amount they would have dished out for this bonus. you'd think that would be incentive enough for them to just give me what i was practically promised and keep me happy, but apparently they really don't care.

Hi there kixxumas,
Hope you are well,
Sorry for the late reply as I only came across this matter today.
Before I comment I would like first to request that you contact me directly either via PM or via my email address for further investigation.
The manner in how this matter was dealt with is not how we do business and also not how we treat our players.
I must say that it is shocking in how you were treated and the matter will be taken further.
Kixxumas please do make contact with me so that I can personally take care of this matter for you.
Hope to hear from you soon.
Best regards
Mario