Grand Mondial - lights are on but nobody's home?

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Is there anyone that has actually received a reply from GM support via email lately? I get a tracking number, but I have two open tickets without any sort of response. One mail was sent on the 16th, the other on the 17th.

They quote 2-4 hours, but apparently, more realistically, it's 2-4 days...

Dear Player,


Thank you for your e-mail.


This is an automated response and your inquiry has been referenced as [xxxxx].


We endeavor to respond to all queries within 2 to 4 hours.
 

lauram

Dormant account
Joined
Feb 18, 2008
Location
toronto
I had more then enough out of this casino in the past year. Last year i deleted it off my computer and then last week i get this email. We miss you come back and here is a bonus if you deposit. So what did i do deposited and right in the lobby it says laura click here to claim your bonus. Hours later nothing email response was take it up with live chat. live chat states sorry we have the right to change the terms of bonuses as we please. Read the terms of the casino.
I said i just got this email the offer is still in the lobby saying the same thing yet it still was a no go. So thats it i wont go back. But they did email me back and live chat did respond within minutes.
 

pmhcfc

Experienced Member
Joined
Oct 31, 2008
Location
UK
Is there anyone that has actually received a reply from GM support via email lately? I get a tracking number, but I have two open tickets without any sort of response. One mail was sent on the 16th, the other on the 17th.

They quote 2-4 hours, but apparently, more realistically, it's 2-4 days...

I Emailed them about 10 days ago asking them to close my account - they emailed back over a day later asking me why I want to close said account.

I Emailed them once more and told them why and requested they Email me back to confirm account closed. I havent had anything back so I downloaded again last night and my account still remains open :eek2: Ive been waiting over a week for a reply to my last Email - Ive kinda given up with it now. Ive uninstalled it again and wont ever go back - despite them ignoring my request to close the account...GM are useless in my opinion - and to think they are an MG casino too :-(
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Well, I got a response - to one of my emails - finally.

I won't go into details, as they're irrelevant; but what they did only ticked me off more.

What did they do? They skimmed over my e-mail, shot off a form letter/canned response, and didn't address anything that I asked of them in my original email. What makes this worse is the fact that they re-iterated almost word for word what their original email to me (regarding the "interest payment") said. I guess I can't read, now? :rolleyes:

I guess I'll just have to wait another 2-3+ days before their next response.
 

lauram

Dormant account
Joined
Feb 18, 2008
Location
toronto
I had the same issue i have copies of the emails they sent me in response to mine. When i was chatting with live chat she states nope never got a email from you ever. I knew then run dont walk and same issue my account remains open even though i asked for it to be closed off.
 

oldtrvlagt

Dormant account
Joined
Mar 31, 2007
Location
Iowa
I have had the same thing going on. I had deleted them from my laptop..got an email with free spins or something, thought "what the heck" downloaded them and couldn't remember my password. It took them 3-4 days to respond and by that time the promo had expired. I contact live chat and he assures me he has loaded it manually into my account. Guess what? No bonus, no spins....sooo, I email support again and got three automated emails responding that they will get to it. By that time it will be UNINSTALLED again for the last time.:mad:
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
This is unreal.

I just got a reply back from the first email I sent to them, which was close to 4 days ago....

Their response?

Hi there Brian,

Thank you for contacting Grand Mondial Support.

Could you please send you request into your e-mail so we can assist you?

We trust that we have been of assistance and wish you a fantastic week further.

1st of all, what's a week further? :)

2nd of all, this email would be justifiable, but.....

They have a tracking number, which was actually included further down in the same email...

Why bother to go through the trouble of assigning tracking numbers to support emails that come in, and apparently associating that email with the tracking number in some sort of database, when they're going to ask me to tell them what exactly it was I wanted? :rolleyes:

I can't wait to get my withdrawal so I can uninstall GM and wash my hands of them....it'd take nothing short of a miracle for me to redeposit with them....you know, something like a 5000% no wagering requirement, fully cashable, no max cashout bonus. :D

Note to Mario: Are you reading this, and the other active GM threads? If you want my suggestion, you need to fire your entire support staff and hire people that actually give a hoot about actually helping players or at least pass it on to someone that can, instead of making GM look like they don't know what they're doing. You're losing players left and right because of this.

You're a great guy and all, but there's only so much you can do. But, you really need to get your house in order...
 

bb28

Dormant Account
Joined
Nov 18, 2006
Location
US
I don't recall ever seeing so many glaring examples of incompetent support people from a MG casino as having been brought up time and time again lately on this forum.
I have enough aggravation sometimes from the places I play at, glad this isn't one of them.
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Hi guys,

Please be so kind as to forward me all your concerns as I truly wish to look into each and every case individually.

It's concerning as we are working hard to ensure that a world class service is delivered but then again issues such as these addressed on the post does not assist in achieving this.

I hope to hear from you all in order to address all your concerns.

Best regards
Mario
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
Hi guys,

Please be so kind as to forward me all your concerns as I truly wish to look into each and every case individually.

It's concerning as we are working hard to ensure that a world class service is delivered but then again issues such as these addressed on the post does not assist in achieving this.

I hope to hear from you all in order to address all your concerns.

Best regards
Mario

Mario, can you not just simply look up the tracking numbers that these responses were generated from ??
 

Users who are viewing this thread

Top