Bonus Complaint Grand Mondial Misleading Bonus Email

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
I recieved the below email from Grand Mondial on June 17th:

Dear XXXXX (Vgmrxxxxxxx),



Buy 50, Get 50 FREE!

When last did you experience the cheerful sounds, colourful sights and generous thrills of your favourite game at Grand Mondial? Well, now is the time to get back in the action with our special Welcome Back offer:

Buy 50 and Get 50 FREE!

Login to Grand Mondial today, deposit 50 and well instantly credit you with 50 FREE!

Rediscover your inner winner!

Best Regards,


Frank Thompson
Casino Manager



I deposited 3 days following the email and the bonus was not credited, I went to live chat and was told it was expired (there is no expiry date anywhere and the only links supplied were the basic T&C's), so after the live chat dude making me feel guilty for trying claim it he broke down and finally credited after going around in circles. I get the same email today and was declined the bonus, I made my dep and no instant bonus and was told I am not sure why you got it but it was a mistake, how the hell am I supposed to now what the marketing dept is thinking, I get bonus offers everyday.:mad: Totally misleading!!! I have requested my account be closed, deposit in good faith and get rewarded with excuses.
 
Last edited:

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I recieved the below email from Grand Mondial on June 17th:

Dear XXXXX (Vgmrxxxxxxx),



Buy 50, Get 50 FREE!

When last did you experience the cheerful sounds, colourful sights and generous thrills of your favourite game at Grand Mondial? Well, now is the time to get back in the action with our special Welcome Back offer:

Buy 50 and Get 50 FREE!

Login to Grand Mondial today, deposit 50 and well instantly credit you with 50 FREE!

Rediscover your inner winner!

Best Regards,


Frank Thompson
Casino Manager



I deposited 3 days following the email and the bonus was not credited, I went to live chat and was told it was expired (there is no expiry date anywhere and the only links supplied were the basic T&C's), so after the live chat dude making me feel guilty for trying claim it he broke down and finally credited after going around in circles. I get the same email today and was declined the bonus, I made my dep and no instant bonus and was told I am not sure why you got it but it was a mistake, how the hell am I supposed to now what the marketing dept is thinking, I get bonus offers everyday.:mad: Totally misleading!!! I have requested my account be closed, deposit in goog faith and get rewarded with excuses.



Do these idiots ever learn. We players are not TELEPATHIC for goodnes sake, if there is an expiry date, TELL US, so we can immediatelly bin the mailer rather than waste time chasing CS for a bonus they know nothing about.

Ladbrokes casino did the same to me, sent me an email like this with no expiry date, and there was even no mention of an expiry date in the terms FROM THE LINK, but it turned out there WAS an expiry on what marketing had down as the terms. Some dweeb missed out a line in the bullet points on the claim link, yet I was treated like an idiot for not knowing the unknowable.
I got the bonus after a long argument, but told them it had completely failed as a welcome back offer, since it only brought back to the front of my mind why I had stopped playing - their INCOMPETENCE.

Grand Mondial have done the same here, they have converted you from a customer who had not played in a while, to one who has asked for their account to be closed for good.

Since this email has your account number, it is definitely from Grand Mondial, rather than clever spam.

In the end WTF does it matter whether it has expired or not, the intent is to get a player to have another go, the LAST thing they should experience is a "no can do" attitude from the casino when they venture back.

ALL emails I get from them clearly state validity dates for any bonus. MY gripe has been that automatic crediting has not worked, and the claim page has sometimes given out incredulous error messages, such as when I claim on a Tuesday for a bonus valid between Monday and Thursday, and my claim is rejected, and I am told to wait till effing Monday to Thursday to claim:mad:

They fixed this by removing the errant promotion that had done this every single week for nearly 2 months, all the while with support ignoring my emails and NEVER crediting the missing bonuses. I later had one work, and it was a mere 5, so I did not bother expending further effort getting the remaining lots of 5 credited.

If this is June 17th, they are STILL making incompetent actions, and FAILING to handle the issues properly when players bring these mistakes to their attention.

What SHOULD have happened, is that the bonus should have been credited and an apology made for missing such crucial information out from the email.


I too have noticed that there ARE no specific terms and conditions for these offers, the links may SAY they point to a specific set of terms for a promotion, but they don't, they go to the GENERAL terms for the casino, with the GENERAL Clearplay bonus rules ONLY (which of course, make NO mention whatsoever of expiry dates).
 

lauram

Dormant account
Joined
Feb 18, 2008
Location
toronto
I had gotten the same email from this group a few months ago. In the casino area was also another spot for me to claim this bonus. After waiting better part of the day I finally got their live chat to work. Their customer service people are very very rude. She left me with feeling I had made this offer up. So I forward to her a copy of the email they had sent me. Then the fun began, she asked me if I changed the dates on the email. After i sent a pic of the lobby showing the box was still there to click for my 50 percent, she comes back with the casino has a right to withdraw any bonus offer they wish.
I never did get a bonus from them. They never did return a email to me explaining why they would not honor their offer.
So another casino tossed into the garbage bin.
 

LOOKAWAY

Senior Wember
PABnonaccred
Joined
Oct 29, 2007
Location
England
Hi, yes! There CS is crap. Same as you lot-for me.

Ok, I can beat you lot, I got a deal the other day. I made 75 deposit, for a 111% match bonus +some free spins, it was not credited-went to live chat,a few times. Then they told me I have two accounts. And this promo was for my other account. To be fair The account number was in the promo email. (took over an hour for them to get to this)

I asked if they could just stick the promo on my account or vice-verse, they said no.

Any way- is it even possible for me to have two accounts with all the same sign up info????? I made many deposits on the account I stuck the $75 in to-mostly with there weekly match bonuses recently. Then all of a sudden out of know where-I get sent a promo email with this other account.

I done well with that $75 tonight, after I got knocked around a fair be at other MG casinos. Then I goofed up big time playing the less lines-Vegasbum method. On centre court<(I'm a real dumb ass) Got two features-one on $1,the other on $1.80 and honestly it was gone in under 10 mins. I fought hard to keep my balance playing less lines on Lady of the orient-for about 3hours. Came out about $10 behind. Just to go get it kicked in 10 min's.

I'm bringing my A@game for tomorrow-starting to like the less lines approach. Good Morning....
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I had gotten the same email from this group a few months ago. In the casino area was also another spot for me to claim this bonus. After waiting better part of the day I finally got their live chat to work. Their customer service people are very very rude. She left me with feeling I had made this offer up. So I forward to her a copy of the email they had sent me. Then the fun began, she asked me if I changed the dates on the email. After i sent a pic of the lobby showing the box was still there to click for my 50 percent, she comes back with the casino has a right to withdraw any bonus offer they wish.
I never did get a bonus from them. They never did return a email to me explaining why they would not honor their offer.
So another casino tossed into the garbage bin.

Well, this goes BEYOND rude:eek: WTF are they playing at:confused:

You can PM Mario for an explanation - and you are not the only one who wants to know either - this looks like things are at best unchanged, and may even be getting worse.

Hi, yes! There CS is crap. Same as you lot-for me.

Ok, I can beat you lot, I got a deal the other day. I made 75 deposit, for a 111% match bonus +some free spins, it was not credited-went to live chat,a few times. Then they told me I have two accounts. And this promo was for my other account. To be fair The account number was in the promo email. (took over an hour for them to get to this)

I asked if they could just stick the promo on my account or vice-verse, they said no.

Any way- is it even possible for me to have two accounts with all the same sign up info????? I made many deposits on the account I stuck the $75 in to-mostly with there weekly match bonuses recently. Then all of a sudden out of know where-I get sent a promo email with this other account.

I done well with that $75 tonight, after I got knocked around a fair be at other MG casinos. Then I goofed up big time playing the less lines-Vegasbum method. On centre court<(I'm a real dumb ass) Got two features-one on $1,the other on $1.80 and honestly it was gone in under 10 mins. I fought hard to keep my balance playing less lines on Lady of the orient-for about 3hours. Came out about $10 behind. Just to go get it kicked in 10 min's.

I'm bringing my A@game for tomorrow-starting to like the less lines approach. Good Morning....

Two accounts:confused:

Surely they would LOCK them for player fraud if this were the case.

Perhaps they have blundered in another way, sent YOU an email meant for ANOTHER PLAYER - they have done this before, as have many other casino groups. You may not have noticed, and assumed it was for you & deposited, but naturally the bonus didn't work.

All of this is just going to drive players away to a more competent MG casino group, where they will remain if they get better levels of service.
 

LOOKAWAY

Senior Wember
PABnonaccred
Joined
Oct 29, 2007
Location
England
Well, this goes BEYOND rude:eek: WTF are they playing at:confused:

You can PM Mario for an explanation - and you are not the only one who wants to know either - this looks like things are at best unchanged, and may even be getting worse.



Two accounts:confused:

Surely they would LOCK them for player fraud if this were the case.

Perhaps they have blundered in another way, sent YOU an email meant for ANOTHER PLAYER - they have done this before, as have many other casino groups. You may not have noticed, and assumed it was for you & deposited, but naturally the bonus didn't work.

All of this is just going to drive players away to a more competent MG casino group, where they will remain if they get better levels of service.

Hi VWM, I was able to log in to the other account. The first thing I thought-when they said it was for another account, was that I got the wrong email.

I'm lost to how I can sign up two accounts with the same personal info.

There live help support always causes problems, every time I have used it!
It just takes such a long time to. Don't they realize if they train them better, they'll save money-and be more efficient.:rolleyes:
 

daera

Dormant account
Joined
Apr 24, 2001
Location
USA
Hi VWM, I was able to log in to the other account. The first thing I thought-when they said it was for another account, was that I got the wrong email.

I'm lost to how I can sign up two accounts with the same personal info.

There live help support always causes problems, every time I have used it!
It just takes such a long time to. Don't they realize if they train them better, they'll save money-and be more efficient.:rolleyes:

Casinoshare does have white labels. It's possible that it could be because of registering for one or more of their white labels in the past that this mix-up with two accounts occured. Just a thought.
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
I recieved the below email from Grand Mondial on June 17th:

Dear XXXXX (Vgmrxxxxxxx),



Buy 50, Get 50 FREE!

When last did you experience the cheerful sounds, colourful sights and generous thrills of your favourite game at Grand Mondial? Well, now is the time to get back in the action with our special Welcome Back offer:

Buy 50 and Get 50 FREE!

Login to Grand Mondial today, deposit 50 and well instantly credit you with 50 FREE!

Rediscover your inner winner!

Best Regards,


Frank Thompson
Casino Manager



I deposited 3 days following the email and the bonus was not credited, I went to live chat and was told it was expired (there is no expiry date anywhere and the only links supplied were the basic T&C's), so after the live chat dude making me feel guilty for trying claim it he broke down and finally credited after going around in circles. I get the same email today and was declined the bonus, I made my dep and no instant bonus and was told I am not sure why you got it but it was a mistake, how the hell am I supposed to now what the marketing dept is thinking, I get bonus offers everyday.:mad: Totally misleading!!! I have requested my account be closed, deposit in good faith and get rewarded with excuses.

Hi there Me_and_Ed

Thank you for your post.

Please note after further investigation I have found the following pertaining to your case.

You indeed did qualify for this reactivation offer but the underlying concern is the following:

You received the offer on the 17th and qualified for this particular offer within the following promotional period 16th to the 21st.

Furthermore as you stated you came in made a deposit on the 22nd which is outside of this promotional period and thus the reason for not receiving credit which you then by contacted support and they credited it for you even thou this should not have been done as it was outside of the period.

But as you indicate to the support agent the mailer does not have a promotional period attached which is another concern and this has been taken further as clearly this is an oversight and the periods must be in the players promotional communications.

Seeing that the systems did not recognized that you participated in the offer as you were credited outside of it, automatically you qualified for this offer for the following week and got the bonus offer again.

Again on the 24th you made another deposit and this is if Im not mistaken where you spoke to the agent in question.

Unfortunately at the time when you spoke to him he was unable to verify your qualification as the system went down for some unexplainable reason which were still looking into.

I do want to thank you for highlighting these issues as clearly this should have been avoidable and raised some areas of concerns which has been taken further to the appropriate parties.

We do apologize for the inconvenience and frustration but do thank you for raising this matter.

Best regards
Mario
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
I had gotten the same email from this group a few months ago. In the casino area was also another spot for me to claim this bonus. After waiting better part of the day I finally got their live chat to work. Their customer service people are very very rude. She left me with feeling I had made this offer up. So I forward to her a copy of the email they had sent me. Then the fun began, she asked me if I changed the dates on the email. After i sent a pic of the lobby showing the box was still there to click for my 50 percent, she comes back with the casino has a right to withdraw any bonus offer they wish.
I never did get a bonus from them. They never did return a email to me explaining why they would not honor their offer.
So another casino tossed into the garbage bin.

Hi Lauram,

Thank you for your comments.

Please can you be so kind as to PM me directly with your account details or email address as I'm truly concerned in the manner in how your case was handled and would like to further investigate into it as soon as possible.

I'm sorry but we do not tolerate or allow our support staff talk to or treat players in such a manner and would appreciate it if you make contact with me in order to take this matter further and take the necessary further steps.

Best regards
Mario
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Hi VWM, I was able to log in to the other account. The first thing I thought-when they said it was for another account, was that I got the wrong email.

I'm lost to how I can sign up two accounts with the same personal info.

There live help support always causes problems, every time I have used it!
It just takes such a long time to. Don't they realize if they train them better, they'll save money-and be more efficient.:rolleyes:

Hi Lookaway,

Please do PM me with your details for further investigations and I will gladly respond on this matter.

Hope to hear from you soon.

Mario
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Casinoshare does have white labels. It's possible that it could be because of registering for one or more of their white labels in the past that this mix-up with two accounts occured. Just a thought.

Hi Deara,

You would be surprised in how many players do have duplicate accounts which normally comes out of the wood works with offers such as these to try and reactivate them seeing that theyve been dormant for awhile.

Take the following in consideration as an example.

No deposit offers or Freeplay offers.

How many players dont you think tries and registers multiple accounts in order to participate in these types of offers and take advantage of the No deposits sign-ups.

Food for thought and that is why I would like to look into this and post once Ive done a full investigation.

Best regards

Mario
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Deara,

You would be surprised in how many players do have duplicate accounts which normally comes out of the wood works with offers such as these to try and reactivate them seeing that theyve been dormant for awhile.

Take the following in consideration as an example.

No deposit offers or Freeplay offers.

How many players dont you think tries and registers multiple accounts in order to participate in these types of offers and take advantage of the No deposits sign-ups.

Food for thought and that is why I would like to look into this and post once Ive done a full investigation.

Best regards

Mario

Probably quite a few, but why doesn't the system spot the duplicates when it is ACCIDENTAL, as implied in this case.

Where deliberate, the players would use fake and differing detail to bypass the checking, but surely when accidental, a player will use the SAME details to register the next account, which surely should be picked up straight away, rather than have the danger of the player managing to deposit and claim a bonus they should only get once for a second time.

Perhaps these free chip & free play offers were not such a good idea after all, as they present a RISK FREE opportunity for any multiple account fraudsters, far more attractive that the traditional welcome bonus where players have to deposit funds at the outset, which makes it easier for the casino to run checks on this deposit method for duplicates before granting the bonus - it shouldn't take more than a few minutes to run a list based check of an item of new information, such as Neteller account number, against all such ocurrances in other accounts.
 

lauram

Dormant account
Joined
Feb 18, 2008
Location
toronto
Sighs these bonus emails just keep on coming. And again as I should know better I downloaded the casino. I thought with the new games out and a bonus it helps with playing these newer games. Yet live chat just seems to keep saying sorry laura will be with you in a minute. I give up. Last week with their other offer I sent back a email asking them to verify my account was able to claim this bonus. Surprise surprise they didnt even respond back to me.
Just pm the rep mario lets see if he will at least respond.

Ok so now this time it worked the problems have been solved. Wish me luck i am trying this group one more time.
thanks again mario
 
Last edited:

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Sighs these bonus emails just keep on coming. And again as I should know better I downloaded the casino. I thought with the new games out and a bonus it helps with playing these newer games. Yet live chat just seems to keep saying sorry laura will be with you in a minute. I give up. Last week with their other offer I sent back a email asking them to verify my account was able to claim this bonus. Surprise surprise they didnt even respond back to me.
Just pm the rep mario lets see if he will at least respond.

Hi Lauram,

Do hope that we exceed your expectations.

Please note that we can confirm that you indeed do qualify for this offer and feel free to make the deposit and the bonus will be credited to your account automatically.

Reason for the extended time on this offer is due to the fact that there was a system issue that did not credit the players with their bonuses which now been resolved.

Please see promotions mailer below...

Dear XXXXX ,(VgmrXXXXXX)

-----------------------------------------------------------------------
Get 50% match bonus up to $100!

Due to a little technical difficulty with our new and improved claim centre our promotion was delayed this weekend.

However, we wouldnt want you to miss out on the fabulous promotion, so we have extended this offer until midnight Monday July 6th, 2009
(GMT+2).

Simply follow these easy steps:

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

2. Purchase.
3. Receive your bonus instantly!

Its that easy!

Best Regards

Frank Thompson

In regards to your mailer we've confirmed and checked our mailing system but could not find any mailers from you or pertaining to the issue in question and will PM you privately to confirm that the email address is correct.

As per the chat conversion please see below:

Vera: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
[15:28:03] VgmrXXXXXX: hi
[15:28:11] VgmrXXXXXX: i was thinking of making a deposit
[15:28:14] VgmrXXXXXX: here is my problem
[15:28:23] VgmrXXXXXX: the past few times you sent me emails stating there was a bonus offer
[15:28:34] VgmrXXXXXX: and i was told not to apply for the bonus till after my deposit
[15:28:49] VgmrXXXXXX: only to find that the answer was casino can change their terms and who gets a bonus
[15:28:56] VgmrXXXXXX: so how do i find out if this bonus applies to me
[15:29:00] VgmrXXXXXX: for account
[15:29:04] VgmrXXXXX: VgmrXXXXXX
[15:30:52] Vera: One moment please while we look into the matter for you?
[15:31:15] VgmrXXXXXX: ty
[15:33:16] Vera: I will be right with you.
[15:35:16] Vera: Thank you for waiting. I'll be with you in just a moment.
[15:37:16] Vera: I'm sorry for the delay. I'll be right with you.
[15:39:16] Vera: I will be right with you.
[15:41:16] Vera: Thank you for waiting. I'll be with you in just a moment.
[15:41:54] VgmrXXXXXX: you know what its alright i have many mg casinos to play at this is taking way to long
[15:41:57] VgmrXXXXXX: have a good day.

Please note that due to the system malfunction and players not being credited by the crediting system automatically you can understand that support been inundated in players queries and live chats and most likely the reason it took so long for the agent to get back to you in this case no response.

Maybe with a bit more patients the matter would have been resolved to a satisfactory result as the agent would have logged into your account and would have clearly confirmed that you where and still are eligible for this offer as prescribed in the mailer.

Do note that you do still qualify for this offer until midnight Monday July 6th, 2009 (GMT+2).

Hope this make things a bit more clearly.

All of the best.

Mario
 
Top