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Grand Mondial Winner Emails that Suck! (plus corresponding Live chat)

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bernynhel, May 18, 2010.

    May 18, 2010
  1. bernynhel

    bernynhel Dormant account PABnononaccred PABnoaccred

    Occupation:
    Loafer
    Location:
    Los Angeles
    You are now chatting with Kim

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

    Me: HI Kim, I received an email injforming me it was time to redeem my loyalty points yet when I do I can't fuind enought to redeem.

    Me: and acocrding to the casion softwre three accounts are already merged

    Kim: For which casino did you recieve this please

    Me: there may be other accounts to add but if so i dont remember which otheres are part of cs group

    Me: GM

    Kim: Please note that GM has not been moved over to the US casino, only PPC and CS

    Me: Here's the email:


    **********************

    Dear William, (deleted acct #)

    Turn your Green Points into Cash Back!

    It’s time to cash in on your CasinoCare Loyalty Points by claiming your rewards!


    Well done, you’ve earned 49437.13025 Green Points by playing at Grand Mondial.
    (I know! Woohoo! Right?!?!?- bernynhel)


    This qualifies you for the Grand Level 1 Tier level!

    Login to your software to redeem it now!



    **********************

    Me: I dont know what US casino is

    Me: i know players palace, grand mondial and casino share

    Me: i rec'd the email 2 hours ago

    Kim: Sorry William, you seem to have gotten an error in your loyalty statement mailer, we do apologize for the confusion and inconvenience, your correct loyalty balance is 86

    Me: quite a mistake

    Kim: It seems to be an error on the automated mail with you loyalty balance Im afraid William

    Me: i would say so

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

    Me: I am so sorry!! I was so wrappued up in my disappointment from this monumental let down I must have missed it!!! What have you assisted me with, again? TY. But, no.

    END OF CHAT


    Thanks for NOTHING GM!!! :sob:
     
  2. May 18, 2010
  3. Lori212

    Lori212 Dormant account

    Occupation:
    customer service
    Location:
    ohio
    i received the same exact email....

    it said i had enough to redeem in email but not on software!!!!
     
  4. May 18, 2010
  5. bernynhel

    bernynhel Dormant account PABnononaccred PABnoaccred

    Occupation:
    Loafer
    Location:
    Los Angeles
    Yeah! So I replied to the email, "Thanks for nothing Grand Mondial" followed by the link to this thread! :D
     
  6. Jun 30, 2010
  7. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    I still can not get a straight answer out of them over my points!!
    On May 5,2010 it would only let me redeem 1000 points for $8
    and my total has always been screwed up! Yes the 56,000 is correct
    but if you get $8 for 1000 points then 53,000 x 8 = $424.00
    and it says I redeemed a total of 46,000 for $88.00 now correct me
    if my math is wrong but 46,000 x $8 per 1000 = $368.00
    They keep coming back at me that I never deposited into Grand Mondial -
    and ok thats a fact but i did at Casino Share and Players palace and
    combined the points so i dont get my right point redemtion unless I fund all of them??

    And by the time they get around to our points being available they will have expired!!

    [​IMG]

    and wait didn't kim say
    "Kim: Please note that GM has not been moved over to the US casino, only PPC and CS"

    Ok so explain why i am logged into the casino Share casino but
    well thats my Grand Mondial account number up there showing i am logged in with it isn't it!!

    [​IMG]


    ANYBODY WANNA LAY ODDS I NEVER SEE ANY PART OF THAT POINT VALUE??
     
  8. Jul 1, 2010
  9. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Bernynhel,

    Sorry for the late pickup on this matter but we can confirm that at the time there was indeed an error and just the following day an apology mailer did go out to all player effected with the correct balances.

    The apology mailer went out on May 19th 2010 a day after the original mailer.

    Again we do apologize if this caused you great frustrations and have since then ensured that this does not happen again.

    Any concerns in this regards please feel free to contact me and I will gladly respond accordingly.

    Best regards
    Mario
     
  10. Jul 1, 2010
  11. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi WyldGir,

    Please can I request that you PM me with your account details to ensure that a full investigation is done on your account in regards to your loyalty account.

    Furthermore I just wanted to comment on the following:

    At the time of Bernynhel's concerns (May 19th) Grand Mondial was not migrated to the new US casino which in fact only took place on May 28th, 2010.

    In all earnest she was correct in her comments that only CasinoShare and Players Palace at the time was migrated.

    However that did not mean that the comment was just, seeing that in this context it was not a US casino issue in any case.

    WyldGir please do send me your details for further investigation and I will gladly take this matter for you further.

    Best regards
    Mario
     
  12. Jul 1, 2010
  13. kakata

    kakata Banned User - hyper flamming PABnonaccred PABnoaccred PABaccred

    Occupation:
    sales
    Location:
    miami fl
    ...better late than never....right?
    only 42 days have past since Berny post...:rolleyes:
     
  14. Jul 2, 2010
  15. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    I have sent the info to the provided email!
     
  16. Jul 2, 2010
  17. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    OK i keep getting a message saying

    This is an automatically generated Delivery Status Notification.

    THIS IS A WARNING MESSAGE ONLY.

    YOU DO NOT NEED TO RESEND YOUR MESSAGE.

    Delivery to the following recipients has been delayed.

    This email is not visible to you.
     
  18. Jul 6, 2010
  19. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    Mario,
    I have PM'd you the requested info and emailed it 3 times but no reply as of yet!
     
  20. Jul 6, 2010
  21. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    Thought I would do right by this and let anyone reading know that Mario and I are working on this problem now. I have been sending anything that will help resolve it and Mario seems very determined to get it resolved also so I am hopeful! I will post any updates as they happen!

    Major Kudos to this site and to Mario!
     
    Last edited: Jul 6, 2010
    3 people like this.
  22. Aug 22, 2010
  23. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    Mario has really gone beyond any casino I have ever dealt with. Not only did he resolve ALL of my issues but took care of a matter for both me and hubbys accounts that had been going on for over a year!!
    Yeah the games are tighter since the switch and i miss my tournys but i have to hand it to Casino Share they are doing everything possible to make a bad situation more comfortable on us!!

    :thumbsup::thumbsup::thumbsup::thumbsup:
     
    1 person likes this.
  24. Aug 22, 2010
  25. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Mario works as hard as any rep to resolve issues for players.:thumbsup:

    That said, it seems that far too often he needs to get involved in matters that CS should be able to straighten out.
     
    1 person likes this.
  26. Aug 25, 2010
  27. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    Grand Mondial Email Scam

    I received an email from Grand Mondial a month ago it said you have £10.08 in your account so I downloaded the casino nothing I contacted help was told it had been removed before I logged in and to contact them tomorrow. I contacted them next day was told it was being looked at by promotions department to contact them in a few days. I then forgot until I received an email today saying i had £10.08 in my account i re downloaded the casino and again nothing there I contacted help I told the adviser my problem and he replied so quick he must have had his reply ready it said sorry you were sent this email by accident was meant for someone else and why don't I have 100% on my next deposit. I told them in no uncertain terms this was a scam to get me to download their casino and make a deposit and I will be going to another casino in future.

    Original Email:
    Dear Steve (Vgmr)

    We've noticed that you haven’t played for a while, but did you know that you have £10.08 in your account?

    Please note that this amount will be reversed after 180 days of no play and your account reset to zero.

    In order to avoid this you can log on to your account today and play.

    We look forward to seeing you back and winning!

    Best regards,

    Nicolette B.
    Casino Host

    My email to help and response:

    Dear Steve,

    Thank you for contacting Casino Share Support.

    Kindly note that we sincerely apologize as our promotional department has taken the liberty of reseting your balance before you had a chance to play. Please contact us on Monday so that they can sort it out for you.

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

    Should you require any further assistance, please do not hesitate to contact us on one of the relevant numbers listed below. We are available 24/7, 365 days a year for your convenience.

    Warmest regards
    Jose

    Casino Share Customer Support

    Canada: 1-888-214-1951
    United Kingdom: 0800-051-6701
    France: 0800-911-326
    Germany: 0800-1818-174
    Switzerland: 0800-564-175
    Belgium: 0800-72-575
    Other Countries: +1-888-214-1951
    (international call rates apply)




    --------------------------------------------------------------------------------
    From: Steven <.co.uk>
    Sent: Fri, 23 Jul 2010 18:51:45 +0200
    To: This email is not visible to you.
    Subject: Re: You've Got Cash!

    you sent me this email today when i logged into my account there was only £0.08
    can you explain this please thanks

    ________________________________
    From: CasinoShare <cs@royalelounge.com>
    To: co.uk
    Sent: Fri, 23 July, 2010 16:47:25
    Subject: You've Got Cash!

    Dear Steve (Vgmr)
    We've noticed that you haven't played for a while, but did you know that you
    have £10.08 in your account?
    Please note that this amount will be reversed after 180 days of no play and your
    account reset to zero.
    In order to avoid this you can log on to your account today and play.
    We look forward to seeing you back and winning!
    Best regards,
    Nicolette B.
    Casino Host

    Today email:
    Dear Steve (Vgmr)

    We've noticed that you haven’t played for a while, but did you know that you have £10.08 in your account?

    Please note that this amount will be reversed after 180 days of no play and your account reset to zero.

    In order to avoid this you can log on to your account today and play.

    We look forward to seeing you back and winning!

    Best regards,

    Frank Thompson
    Casino Manager

    I talked to live help today so cannot show you what they said it is in the text at beginning what was said
     
    1 person likes this.
  28. Aug 25, 2010
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Typical Casino Share incompetence. Sending someone else's details to you - they have done this to me too:(

    I did see one excuse posted. Someone deleted a cell in the Excel spreadsheet that handled the mailings, and this meant the cells below moved up one step, leaving everybody with the cell belonging to the player below them in the database. This caused mailers to go out to the wrong email address for the players concerned. The email might have been meant for the player below you in their database if this is a repeat of the same error.

    It illustrates a level of data insecurity that this mistake is so easy to make (it is, Excel is not meant to be used for SECURE data processing, since it does not "lock" data to particular key columns, such as a player's ID code in the database).
     
    1 person likes this.
  30. Aug 26, 2010
  31. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi steveh35,

    Can I please ask that you PM me with your account details and I will get this matter resolved for you.

    Best regards
    Mario
     
  32. Aug 26, 2010
  33. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    Received this email today:

    Dear Steve, (Vgmr)

    Please accept our apology…

    You may have received a mailer yesterday informing you that you had a balance in your account that would be removed if not played.

    It has come to our attention that in some cases the balance detailed in this mailer did not reflect the actual account balance.

    Please accept our sincerest apology for the inconvenience caused.

    Best regards,

    Frank Thompson
    Casino Manager
     
  34. Aug 27, 2010
  35. WyldGirl

    WyldGirl Banned User

    Occupation:
    Record Producer / Booking Agent
    Location:
    California
    Steve,
    Take it from a player who has learned not to trust Casinos.
    If Mario says he will get this resolved for you rest assured he will.
    I am very impresed with this Casino Manager, He is the FIRST to actually hold good at his word and he goes all the way to ensure that his players are treated right.
    I think if he left casino Share I would move my gaming to whatever casino he moved to - Even if it was an RTG! :eek2:

    I vote Mario Casino manager of the Millennium :thumbsup:
     
  36. Aug 28, 2010
  37. pevangel

    pevangel Meister Member

    Occupation:
    inside sales
    Location:
    FLORIDA USA
    I must agree Mario will get this resolved, but be aware it is now the weekend,he will not be back in until Monday, but trust me he will resolve this issue. I am with WyldGirl, he is Casino Manager of the Millennium. :thumbsup:


    pevangel:)
     

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