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Grand Mondial, ignored email - but with diagnostics.

Discussion in 'Online Casinos' started by vinylweatherman, Apr 24, 2009.

    Apr 24, 2009
  1. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Many times we have suffered the "ignored email", and the excuses from casinos that "we never received it".

    Well, yesterday I sent one to Grand Mondial support, and had the message returned to me as undeliverable, but UNUSUALLY I had a spewage of diagnostics returned, and this throws some light on a few things that have been debated here.

    Among the spewage, I have identified this:-


    From: "xxxxxxxxx" <xxxxxxxxx@ntlworld.com>
    To: "GMC Support" <support@grandmondialsupport.com>
    Subject: RE: [332-11734969-DC22]
    Date: Fri, 24 Apr 2009 03:14:41 +0100
    Message-ID: <LDEAJNGLJFPBMMJOLNDPOEOEGAAA.xxxxxxxxxxx@ntlworld.com>
    MIME-Version: 1.0
    Content-Type: multipart/alternative;
    X-Priority: 3 (Normal)
    X-MSMail-Priority: Normal
    X-Mailer: Microsoft Outlook IMO, Build 9.0.6604 (9.0.2911.0)
    Importance: Normal
    In-Reply-To: <e96b5654279646b0ab915a6893468ee6@grandmondialsupport.com>
    X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
    X-Cloudmark-Analysis: v=1.0 c=1 a=eCwvXuzLAAAA:8 a=NLZqzBF-AAAA:8 a=FEqVK-wFe7ax8fXkQpsA:9 a=RUzZVyfez9TWs64uLj4A:7 a=nhODG9-x4CdkC0OfzKT7TlW_UkAA:4 a=q-t5V_C1suoA:10 a=dsYNvOi9ElwA:10 a=_dQi-Dcv4p4A:10 a=KiBf2ASkL5TIv-C8:21 a=OZU-g8ByAZtB1vkY:21 a=518Mm2_WAAAA:8 a=k2cuPjDykpTVIG-it_oA:9 a=JTUOvCOnLMPqNF0lbeYA:7 a=7WazqQaRV37wp-435S0CuWDwu6cA:4 a=ov2HmZFhO2tATIcy:21 a=-3_Vi8NYcjQitsNG:21
    X-20f6503cf364ad8832dd0841ea8b31d4-Scanner: mail1.biija.com
    X-20f6503cf364ad8832dd0841ea8b31d4-Score: 1.3 (+) [INT 13]
    X-20f6503cf364ad8832dd0841ea8b31d4-Report: Spam detection software, running on the system "mail1.biija.com", has
    identified this incoming email as possible spam. The original message
    has been attached to this so you can view it (if it isn't spam) or label
    similar future email. If you have any questions, see
    the administrator of that system for details.
    Content preview: Dear Support, Different problem this week, the mailer is
    corrupt, and needs translating into something meaningful to be of any use.
    Content analysis details: (1.3 points, 5.0 required)
    pts rule name description
    ---- ---------------------- --------------------------------------------------
    2.0 URIBL_BLACK Contains an URL listed in the URIBL blacklist
    [URIs: c-f-1.com]
    2.1 SUBJ_ALL_CAPS Subject is all capitals
    -2.6 BAYES_00 BODY: Bayesian spam probability is 0 to 1%
    [score: 0.0000]
    0.0 HTML_MESSAGE BODY: HTML included in message
    0.1 RDNS_NONE Delivered to trusted network by a host with no rDNS
    -0.2 AWL AWL: From: address is in the auto white-list

    This is a multi-part message in MIME format.

    Content-Type: text/plain;
    Content-Transfer-Encoding: 8bit

    Dear Support,

    <etc.... my further issue as reply to their reply>

    From what I can see, casinos "ignore" player emails because THEIR software detects them as SPAM

    Firstly, WHY:mad:

    Surely they should be doing what they advise PLAYERS to do, and adding players' registered email addresses to the "whitelist" so that they are allowed through to CS.

    Secondly, is the REASON that Grand Mondial's detection software rejected my support request.

    It seems that I am at least in some "auto" whitelist, and my message is "delivered to trusted network by a host"

    So, what killed it stone dead?

    For one, it seems it was their OWN DAMN TRACKING CODES, which are in CAPS, but by returning this to support the message receives one hell of a "hit" from the spam detector.

    For another, and this REALLY sets the cat amongst the pigeons,

    Here we see the reappearance of Communicator Corporation, and their spammy c-f-1.com domain. So, it's not just a few disgruntled players, but the anti-malware industry itself that see "c-f-1.com" and Communicator Corporation for who they are, SPAMMERS who will take mass mailing contracts from anyone.

    Both Club World and Playshare contact with Communicator Corporation to handle the mass mailings, and obviously pass our names, email addresses, and casino account numbers to them as this is necessary for sending out the legitimate mailers; yet this same company have been blacklisted by the various internet anti-malware product providers as a known source of spam, and really CANNOT therefore be trusted to have access to our personal data, and in particular a list of "good quality" email addresses that can be considered active, and whose owners are well into online gambling (precisely the combination that would be a "gold mine" for spammers of online gambling offers).

    I bat this ball into the court of the industry. Demonstrate that despite being blacklisted by the internet security industry, Communicator Corporation are NOT worthy of being on this blacklist for sending out bulk spam.

    The above also outlines one possibility for why so many LEGITIMATE casino promotions end up at MY end marked as SPAM, perhaps because of who has been contracted to send them out, rather than anything to do with the gambling related content.
  2. Apr 24, 2009
  3. thebizb

    thebizb Dormant account

    I received the same thing from grand mondial yesterday when i went to send in my documentation. Somehow the still received the email 3 times lol, as i got back 3 automated responses.
  4. Apr 24, 2009
  5. RobWin

    RobWin closed account

    Who knows?
    A Vault!
    Vinyl, informative post there! :thumbsup:

    I've got a question for you since you are an avid online casino player:

    What is the single greatest thing that you would like to see All Casinos Online implement into their Program, T's & C's, Casino, Customer Service etc.?

    Please just pick one topic or use your own topic and try to give a brief answer if you choose to answer this question. Thanks..:thumbsup:
  6. Apr 24, 2009
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Supporting evidence.

    Having gone through all 170 of my emails (over 90% spam), I have found evidence of something that is for CERTAIN a mass spamming, yet it is hosted by Communicator Corporation - see bottom left when I hover mouse over one of the links, you see the link resolves to something hosted on c-f-1.com, which presumably leads to the casino.
    THIS is likely to be the reason c-f-1.com has been blacklisted for being a "spammy" domain.

    Just as players are asked not to feed rogue casinos by patronising them, casinos should not be feeding rogue mass mailing companies by awarding them contracts.
    We need a list of accredited mass mailing providers, who agree to abide by standards, such as those suggested by spamhaus, and reputable casinos should select their providers from this list. There is an obvious benefit, their mailers will actually get through to players, even if these responsible mass mailing companies are not the cheapest.
  8. Apr 24, 2009
  9. spearmaster

    spearmaster RIP Ted

    Devil's Advocate
    LOL... had to laugh at that - an email coming from a server which blacklists itself...

    I am not a fan of emails coming from third-party servers, with very rare exception. It causes a lot of problems (ie. images won't load in Outlook) and frankly doesn't inspire a lot of trust.
  10. Apr 24, 2009
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom

    I have been to Vegas, and it is simple. Walk in, play, walk out. Online casinos should be able to offer something close to this by taking the burdensome requirements out of the hands of the player, and into THEIR back-office suite. Once a player has been allowed in, they will be allowed out unencumbered. If the casino doesn't like what they got up to, don't let them in again.
    There should be no need for players to REMEMBER T & C, they should merely be a reference to consult, with enforcement whilst playing being automatic, and breaches rendered impossible. Current technology is more than capable of achieving this.
    Promotions should be clear, and handled through software interfaces. Given that promotions and bonuses have been key to this industry for over a decade, there really is NO excuse for the underlying software being unable to handle monitoring and claiming, and keep the player fully informed of the status (such as WR remaining, qualifying point reached etc).
    CS will be freed up to concentrate on less routine matters, and service levels should improve without any need for change here.

    Not exactly a brief summary, but many casinos are a long way off "simplicity", and progress seems painfully slow.
    3 people like this.
  12. Apr 24, 2009
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    By viewing the screen-shot of your emails, I noticed that you haven't read my newsletter yet. What's up with that? :what:
    1 person likes this.
  14. Apr 24, 2009
  15. GrandMaster

    GrandMaster Ueber Meister CAG

    Mathematician by day, online gambler by night.
    I had a similar experience with Gala Casino some years ago. Could someone explain why casinos don't whitelist players' (especially depositing players') e-mails? The only explanation I can think of is incompetence.
  16. Apr 24, 2009
  17. spearmaster

    spearmaster RIP Ted

    Devil's Advocate

    What a cheeky Meister you are!

  18. Apr 25, 2009
  19. RobWin

    RobWin closed account

    Who knows?
    A Vault!
    Thanks Vinyl, I appreciate you taking the time to answer that for me. Great summary by the way...:thumbsup:

    I also agree with everything you said there too, especially regarding your comments about promotions and bonuses.
  20. Apr 25, 2009
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Well, I get to test it again, Grand Mondial have screwed up AGAIN within 24 hours of the first one:mad:

    Despite the "bounce", support somehow managed to get my email, but took 24 hours to reply. The reply clarified what SHOULD have been sent, rather than the template with no numbers filled in for the details of the offer.

    Having got this, I deposited today, and guess what - NO %$"! BONUS:mad:

    Mario seems to be AWOL, and has not got back to me since I emailed him more than 2 weeks ago when all this started. Granted this was Easter, and I expect he was away, but it's not Easter now.

    I will see if my latest email bounces, and whether they somehow get it anyway.

    As for the newsletter - so much SPAM, mostly Viagra, Penis Pills, and casinos, it just gets lost among the 100 to 200 emails a day. I switch off my SPAM filters, so I can at least briefly check messages myself, but I tend to save up things like newsletters and read them when I have spare moments.

    Dealing with incompetent casino CS also sucks up hours of time that could otherwise be spent reading Meistermail:p
  22. Apr 25, 2009
  23. pevangel

    pevangel Meister Member

    inside sales
    QUOTE=Casinomeister;295258]By viewing the screen-shot of your emails, I noticed that you haven't read my newsletter yet. What's up with that? :what:[/QUOTE]

  24. Apr 25, 2009
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom


    Had to look 3 times, but I see it. It's in bold (unread) right at the top:oops:

    He had me wondering if I had missed something, and exposed myself to "internet nasties" by posting that screenshot. I was puzzled since I had edited out MY email address.

    I'll get around to reading it sometime;)
  26. May 12, 2009
  27. Mario

    Mario Dormant account

    CSC Supervisor
    South Africa
    Hi Vinyl,

    I'm sorry but I'm not aware of any mails that I have missed from you.

    As far as what I'm aware we've dealt with everything and yes we've been going through some technical problems but these have all been resolved.

    As sinse your issues with your withdrawal and bonus crediting we've not heard from you as well as neither did Lilani.

    She's been activly reviewing your account to ensure that everything is in order and to make double sure that all your needs are met.

    Please feel free to correct me if I'm wrong here and hope to hear from you soon.

    Best regards
  28. May 15, 2009
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    This is only a "sticking plaster" approach. It would not be possible to review every account as thoroughly, and as continually. Despite this, there was still one further "miss", but was fixed with little trouble.
    The last two weekends were fine. Promo mails received properly, and worked as stated.

    It does seem that you now have several players, and several threads, on this type of problem. Each issue is a little different, but it shows that the underlying problems are still there.

    Don't despair though, BelleRock were like this for THREE YEARS, with promises, then failure again after a short while, with old problems resurfacing. I have seen some pretty recent issues AGAIN with BelleRock in the forum, but I hardly play there now. ONCE only so far this few months - a birthday match offer, but it worked:D

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