Casino Complaint Grande Vegas Rippoff

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
Grande Vegas had a bonus special and I decided to take it. It was a 100% for a $75 deposit. I claimed it and only received 50%. I found out that there was a bonus in my account already claimed for 50%. (Casinos should really have these unused claimed bonuses expire in the system after 24 hours).

I went to live chat, asked them to correct this oversight and remove the 50% and replace it with the 100%. They did this.

Here is where the problem starts. I started playing Dream Run and was up to 3-4 bonus hits when a window popped up and said I lost my bonus round chance because I went below $1 dollar. I was surprised because I had over 70 dollars still showing...so I stopped playing and went back to live chat to ask why my chances were removed and they said because I asked for the bonus to be placed manually AFTER my deposit and it was not combined as playing funds with my original deposit!!!!!!

I mean WTH???? I have never head such a thing. Then they proceeded to tell my that because the bonus was manually entered the funds were NOT combined by the agent in queston...then another, and another and another story...Not once would they replenish my funds to the begonning balance of when I started to allow me to play the game as I should have been able to. I told them they effectively stole $80 dollars and 3-4 bonus round chance hits I had sitting in my account to play the bonus round because of something the customer service rep did NOT do.

They then booted me while waiting for the CS to check again, and I could not copy the chat in the beginning, but did get the rest.

I will NEVER EVER recommend this casno for this lousy kind of customer service....I was pretty much told, to bad, to sad, move on..we got your money, your bonus chances and you got nothing...

Please wait for a site operator to respond.

You are now chatting with 'Richard'

silcnlayc: I was booted I was talking with another agent

Richard: I apologize for the disconnection.

silcnlayc: she is trying to rectify stolen funds from my account during game play

Richard: Please hold for 2 minutes while I look into your query.

Richard: Thank you for holding.

silcnlayc: yes?

Richard: I will be transferring you to Monelle.

Please wait while I transfer the chat to 'Monelle'.

You are not currently in a chat session.

You are not currently in a chat session.

You are now chatting with 'Monelle'

silcnlayc: ty

Monelle: Hello .

Monelle: Thank you for your patience.

silcnlayc: hello

Monelle: Reviewed your account based on your request with my co-worker and your account was updated correctly.

silcnlayc: then why did I get the pop up saying my bonus rounds were removed because of going under a dollar balnce when I had over 70 dollars still in my account?
Monelle: You originally redeemed the code WAGNER on your deposit of $77 then requested that it be removed and bonus code HEROES260514 be redeemed.

silcnlayc: yes

silcnlayc: the first bonus was redeemed a few days ago and I did not realize it was there

silcnlayc: which was notused..it should have been expired and not sit there like that when not used

Monelle: When a deposit is made we ask that the code be requested before the deposit so that the system can update your account with both the deposit and the bonus.

silcnlayc: I KNOW this

silcnlayc: I play at all your sister casinos

silcnlayc: what I fail to understand is why a code will sit in an account when not redeemed??

Monelle: Once you redeem a bonus with your deposit, both becomes one bonus balance, once the bonus is removed, your entire balance will then be removed and then updated back to your original deposit amount.

Monelle: That is the reason you were informed of the insufficient funds.

silcnlayc: so you are telling me I just lost my bonus rounds and my money

Monelle: Once you redeem a code, the code will remain in your account until it is redeem, you ask to have it removed or it was canceled by a another bonus.

silcnlayc: because the funds were not placed in my account as a whole

Monelle: it is recommended that you always verify if there is already a code in your account before making a deposit.

silcnlayc: absolute rippoff
 
Silc, I can certainly understand why you are upset, justifiably so.

But you have been a member for a long time, did you contact the rep and ask them for help in resolving your issue? Ripoff is pretty harsh, not always the best way to get cooperation, as is stolen.

There is of course only so much they can do when the software has dumped your collected bonus symbols and ended your chance as not having any balance.

Since you began play on this one game, would you consider having your account set back to $75 and $75 bonus to be a satisfactory resolution?

It is good you pointed out the kind of problems a claimed but unused coupon can cause. I rarely play Grande Vegas, but I know other sites have a cancel coupon button, and wouldn't let you claim a different bonus if one was already active in your account.
 
I am not following the redeeming of the bonus code. If you went to go redeem another bonus in the cashier, the redeem coupon tab is replace by coupon details because of a coupon already redeemed. If you were clicking on a message box link it takes you to the coupon section with shows a previously redeemed coupon and gives you the option to cancel that one. I am not following how its their fault. I am definitely following this whole removing a balance in game play. Did you have your bonus in your balance prior to playing? I assume not if they were removing funds and replacing them. If I had anything done manually I would never start playing until my balance is correct.

Also I have to agree with Jasminebed, you have over 3000 posts, you are an expert. You should know that the angry tone with chat referring to "stolen funds" doesn't normally help in getting an issue resolved and is normally done by the fly by night new members.
 
Silc, I can certainly understand why you are upset, justifiably so.

But you have been a member for a long time, did you contact the rep and ask them for help in resolving your issue? Ripoff is pretty harsh, not always the best way to get cooperation, as is stolen.

There is of course only so much they can do when the software has dumped your collected bonus symbols and ended your chance as not having any balance.

Since you began play on this one game, would you consider having your account set back to $75 and $75 bonus to be a satisfactory resolution?

It is good you pointed out the kind of problems a claimed but unused coupon can cause. I rarely play Grande Vegas, but I know other sites have a cancel coupon button, and wouldn't let you claim a different bonus if one was already active in your account.

Surely this is lowering the RTP of the game on the fly. Every time the software does this, it lowers the RTP over the very long term. It's a nice little earner for the casino because there is no way a player can know in advance how many spins it will take to trigger the bonus.

The RTG feature guarantee slots get around this problem by allowing players to take a percentage chance of triggering the feature when their balance drops below a certain level. If players accept this, the long term RTP is maintained, albeit by an alternate mechanism.

This case looks like poor programming by the supplier. There is no need for this complication that can catch out the CS and thus "rip off" the player. A simple test of whether the balance is below $1 should be enough. The reply from CS is saying that players should know enough about the internal workings of the software so as to guide the CS agent they are dealing with. It's not the player's job to train the CS agents, the casino management should have done this. They should assume that the customer would want "what you see is what you get", so that all they need to understand is how to press spin and monitor the balance figure showing.

Casinos should realise that this kind of incident puts players off, and can even lose them loyal customers. It doesn't matter who wins the argument, the casino loses anyway because the customer walks away to a competitor if they feel they have been "shafted" by the eventual resolution.
 
Yes, there are better ways if one is not blown off as I was.....I usually do the rep thing after, if CS is not helpful, but it gets old, very old, always having to go around the world to get anyone to HEAR a player. There is a cancel coupon button, but I did not know I had clamed a previous one. That isn't the issue, the issue is, the funds placed in my account was not COMBINED as one to play it all out as one. I have NEVER had funds separated like this in all the years I have been playing.

I actually asked to be reset to my original deposit plus bonus, and it was totally ignored, sayng the blame is mine for asking the rep to change bonuses AFTER depositing, but then they slip up (see chat)and say that the funds were not combined as it should have been, then they denied they said that and said funds WERE combined as a whole etc etc...which was a lie.

Why doesn't a casino have someone on board that can make an immediate decision as to fairness? Instead of the player having to jump through hoops for something the player did NOT do??

I think getting burned over and over agan by RTG's (BAD CHECKS AND ALL) ...this was the straw that broke my back..I am Done beng politcally correct. When was the last time a casino got slapped for chargebacks (BAD CHECKS) and being WRONG? NEVER!, but boy is a player quick to be burned when it isn't even the players fault such as this, so it is a double jeopardy for the player, that can never get it right, even when they aren't wrong...
Silc, I can certainly understand why you are upset, justifiably so.

But you have been a member for a long time, did you contact the rep and ask them for help in resolving your issue? Ripoff is pretty harsh, not always the best way to get cooperation, as is stolen.

There is of course only so much they can do when the software has dumped your collected bonus symbols and ended your chance as not having any balance.

Since you began play on this one game, would you consider having your account set back to $75 and $75 bonus to be a satisfactory resolution?

It is good you pointed out the kind of problems a claimed but unused coupon can cause. I rarely play Grande Vegas, but I know other sites have a cancel coupon button, and wouldn't let you claim a different bonus if one was already active in your account.
 
I am not following the redeeming of the bonus code. If you went to go redeem another bonus in the cashier, the redeem coupon tab is replace by coupon details because of a coupon already redeemed. If you were clicking on a message box link it takes you to the coupon section with shows a previously redeemed coupon and gives you the option to cancel that one. I am not following how its their fault. I am definitely following this whole removing a balance in game play. Did you have your bonus in your balance prior to playing? I assume not if they were removing funds and replacing them. If I had anything done manually I would never start playing until my balance is correct.

Also I have to agree with Jasminebed, you have over 3000 posts, you are an expert. You should know that the angry tone with chat referring to "stolen funds" doesn't normally help in getting an issue resolved and is normally done by the fly by night new members.
This has nothjing to do with the bonus code itself. There is no longer an issue either. This thread is so others may learn from an expensive mistake on the casinos side AGAINST a player.

I have moved on. But wanted others to know how one is treated , even one that has played for many years at all the sister casinos and how there is NO LOYALTY to a player from a casino, otherwise. this would have been rectified and made right then and there instead of trying to justify to me why I lost the bonus rounds and the funds I played, without cause.

CASINOS do not care for player loyalty, they care for that the one measly dollar that might be left on the table.....well...so be it...Grande Vegas and others can keep the bucks they got, but I can guarantee....I will not lose any sleep on taking my money elswhere...as I should..

I have walked from other casinos never going back, refusing offers of generous compensation after the fact to come back as an apology and uninstalling casinos that are WRONG. Money does not fix distateful conduct. Some casino reps know who I am talking about and this casino can be added to their list of bad CS.

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Dishonored cheques are not even closely related to chargebacks.

The former is the result of constantly changing processors and/or accounts to facilitate continued service to US players such as yourself, and the latter is a deliberate act by a player to defraud the operator. Did the casino ever refuse to replace those cheques or pay you another way? Didn't think so.

Still, you already know this, but I understand facts can often get in the way of a good drama.

You might have a reasonable complaint about the game/software. Problem is that you were rude to the CSR and refused to try to resolve the issue via the rep as we are all expected to do by Bryan when or before posting a complaint. Add that to the thread title, and it just becomes a rant.

You obviously haven't "moved on", or you wouldn't continue posting about the situation. You state you wanted to "help" the membership.....considering we probably won't know what the solution to the issue is for other players who might come across the same thing, because you didn't contact the rep to investigate, how exactly does that "help" anyone?

I'd have thought members might have appreciated solutions.
 
Silc, contact Yasmeen as the CS is only a call center whom handles various casinos and most likely can not take it upon themselves to change something till they send the Rep of that casino an email.

I usually agree with you but on this one I would have to say you might have gone a wee bit overboard calling them a rip off but that's just my op for what its worth.

Laurie
 
Dishonored cheques are not even closely related to chargebacks.

The former is the result of constantly changing processors and/or accounts to facilitate continued service to US players such as yourself, and the latter is a deliberate act by a player to defraud the operator. Did the casino ever refuse to replace those cheques or pay you another way? Didn't think so.

Still, you already know this, but I understand facts can often get in the way of a good drama.

You might have a reasonable complaint about the game/software. Problem is that you were rude to the CSR and refused to try to resolve the issue via the rep as we are all expected to do by Bryan when or before posting a complaint. Add that to the thread title, and it just becomes a rant.

You obviously haven't "moved on", or you wouldn't continue posting about the situation. You state you wanted to "help" the membership.....considering we probably won't know what the solution to the issue is for other players who might come across the same thing, because you didn't contact the rep to investigate, how exactly does that "help" anyone?

I'd have thought members might have appreciated solutions.
Yes, I was refused funds in a different manner when my check bounced. I was told to withdraw to another check. Since you know so much...why didn't you know this? It was in my post of complaints on returned checks. In my opinon it is as bad as a chargeback when funds are withdrawn from my account without NOTICE weeks after depositing. Then being told to withdraw by check again, when I was refused any other option..??? I do not have STUPID across my forehead as you seem to imply.

Relying on a rep here makes no difference. The CS in live chat basically blew me off. Why waste my time trying to fix something that was not of my doing....enough with coddling and supporting casinos that don't give a toot ...I do not look for freebies unlike some here that expect it any time they get miffed. So why not tell it like it is..no smoothing over and trying to make it something nice when it was downright ridiculous. Where was I rude???


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Silc, contact Yasmeen as the CS is only a call center whom handles various casinos and most likely can not take it upon themselves to change something till they send the Rep of that casino an email.

I usually agree with you but on this one I would have to say you might have gone a wee bit overboard calling them a rip off but that's just my op for what its worth.

Laurie
OK, so what would you call it when you are playing, hitting bonus round feature for the full bonus and then all of a sudden, and you know you still have more than enough to play, a window pops up and says "You lost your bonus opton" due to being below $1 when you are sitting there knowing full well you see over $70 in your account...Tell me..what do you call this? The removal of bonus chance and additional $80 used to get them and then zip, nothing??? I call it a rip off when it is not corrected, which it wasn't.


A ripoff (or rip-off) is a bad financial transaction. Usually it refers to an incident in which a person is overcharged for something, or receives goods or services not of the standard expected for the price. A ripoff is usually distinguished from a scam in that a scam involves wrongdoing such as fraud; a ripoff may be considered excessive, but not illegal.
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Yes, I was refused funds in a different manner when my check bounced. I was told to withdraw to another check. Since you know so much...why didn't you know this? It was in my post of complaints on returned checks. In my opinon it is as bad as a chargeback when funds are withdrawn from my account without NOTICE weeks after depositing. Then being told to withdraw by check again, when I was refused any other option..??? I do not have STUPID across my forehead as you seem to imply.

I made no remarks about anything to do with your forehead. If you actually read what I said you will see I posted "Did the casino ever refuse to replace those cheques or pay you another way". You just said right there that they DID pay you via a DIFFERENT cheque i.e. they REPLACED it with another cheque. Whether you had to request it again is irrelevant.....it would have gone back into the RTG backend and had to be withdrawn again. :rolleyes: . Nice try though.

You also don't seem to know how cheques work. The funds were removed by YOUR BANK not the casino. It was the bank that REVERSED the funds because the cheque did not clear. Again, it is a very different thing from a player doing a CC chargeback...but, again, you know this, but I understand your need to make your weak points stronger by fluffing them up with non-existent connections to unrelated issues
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Relying on a rep here makes no difference. The CS in live chat basically blew me off. Why waste my time trying to fix something that was not of my doing....enough with coddling and supporting casinos that don't give a toot ...I do not look for freebies unlike some here that expect it any time they get miffed. So why not tell it like it is..no smoothing over and trying to make it something nice when it was downright ridiculous. Where was I rude???


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The expectation here at CM is that we contact the rep if posting a complaint, and preferably beforehand. Perhaps you can point out the part in the forum rules that says it only applies "if you think it will make a difference" or "if you could be bothered". If you can, I'll apologise.

Still, you know all of this. It's much more fun to make a drama out of it than to actually work behind the scenes to get it sorted. You also know from your long tenure here that Live chat is about as much use as a chocolate soup ladle when it comes to anything remotely complicated or related to financial transactions.

If you can't be bothered sorting it out yourself, that's your choice. However, it's hardly fair to post threads like "Casino ripped me off!!" without giving said casino any real opportunity to make it right. As for your indignation about having to sort out "something not of your doing"....well who do you suggest should? Me? The postman? Obama? The casino won't know for several weeks after the dishonour usually...well after you find out via your bank. So, what are they supposed to do? Monitor your bank account each day? Honestly.

One thing is for sure. Starting threads like this and throwing accusations around won't help you one bit....or anyone else for that matter, and you claim it's about "helping others". Doesn't look like it from here.
 
OK, so what would you call it when you are playing, hitting bonus round feature for the full bonus and then all of a sudden, and you know you still have more than enough to play, a window pops up and says "You lost your bonus opton" due to being below $1 when you are sitting there knowing full well you see over $70 in your account...Tell me..what do you call this? The removal of bonus chance and additional $80 used to get them and then zip, nothing??? I call it a rip off when it is not corrected, which it wasn't.



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Yes I would be upset but knowing it is a holiday weekend and your going to get a call center isn't going to get you no where , that is why I said contact Yasmeen , she was on the forum today and maybe this could have been worked out for you right away with a pm to her , not looking to pee in your corn flakes just sharing my thoughts as to what should have been done to clear this issue up for you.

Laurie
 
One thing is for sure. Starting threads like this and throwing accusations around won't help you one bit....or anyone else for that matter, and you claim it's about "helping others". Doesn't look like it from here.

That's just you're opinion, her post has certainly helped me, I'm sure it's also helped others :)
 
Yes I would be upset but knowing it is a holiday weekend and your going to get a call center isn't going to get you no where , that is why I said contact Yasmeen , she was on the forum today and maybe this could have been worked out for you right away with a pm to her , not looking to pee in your corn flakes just sharing my thoughts as to what should have been done to clear this issue up for you.

Laurie
Not taking it personal. It is your opinion that you would have let it ride/slide until you got a rep involved hours/days after the fact. I tried to get it resolved in the moment because I was in the game at the time of the issue. How would waiting hours/days fix the problem when it needed addressing THEN? CS in live chat pretty much summed it up. Too bad, too sad, you got taken....nothing we can do...

I mean, would you really try not to resolve the problem and wait until you could find someone other than lve chat? That is what live chat is for. Issues. How would waiting hours/days make a difference to the game I was playing? I needed/wanted the CS to fix it then, while I was in the game so they could SEE what happened, and they did and knew exactly what happened.

Waiting on a rep would not have made a difference because they could not have seen the problem, only what was told them and I know how that worked the last time. Pretty much useless because of not being "in the moment" to see the problem..

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My 3 cents woorth.

SILC, as we all know is a "seasoned" player and not a newbie. She has gone all through the ups and downs of playing at these online caswinos.
In my opinion, if she states without any reservation that it was a ripoff then its a ripoff!!
If the casino rectify the situation or until SILC admits it was her "error" then I will apologize also!

BTW,Nifty, nice to see you back!
 
OK, so what would you call it when you are playing, hitting bonus round feature for the full bonus and then all of a sudden, and you know you still have more than enough to play, a window pops up and says "You lost your bonus opton" due to being below $1 when you are sitting there knowing full well you see over $70 in your account...Tell me..what do you call this? The removal of bonus chance and additional $80 used to get them and then zip, nothing??? I call it a rip off when it is not corrected, which it wasn't.



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It's a serious software bug, as the CS later retracted anything about them having done something wrong. They should place you back in the position you were in before the bug disadvantaged you, and then investigate and fix the bug.

It seems to have happened because they have over complicated what should be a simple system. Why do they even have a system that can not have the funds work as one, it's not necessary, and provides a pitfall for CS agents. It should be a simple matter of the total account balance being checked for it being below $1. There is another issue here, no warning seems to have been given to the player prior to this happening as should be the case. If there was such a warning, the player could have avoided placing that bet and instead taken the issue up with CS. The software supplier is also guilty of designing games that need a bodge solution like this to control play with a bonus. It might be easier to do what other providers have done and just prevent any bets being made with a bonus amount, and there would be no need for any of this bodging.

The player sees this as a confiscation, even though it's not of actual winnings, but progress towards a reward. It is therefore a "rip off" as something of value was taken back from the player without compensation. Microgaming have an even better solution to the problem, WR is carried over to the next deposit in such circumstances, thus neither the player nor the casino can manipulate the situation for gain.
 
Very well summarized

It's a serious software bug, as the CS later retracted anything about them having done something wrong. They should place you back in the position you were in before the bug disadvantaged you, and then investigate and fix the bug.

It seems to have happened because they have over complicated what should be a simple system. Why do they even have a system that can not have the funds work as one, it's not necessary, and provides a pitfall for CS agents. It should be a simple matter of the total account balance being checked for it being below $1. There is another issue here, no warning seems to have been given to the player prior to this happening as should be the case. If there was such a warning, the player could have avoided placing that bet and instead taken the issue up with CS. The software supplier is also guilty of designing games that need a bodge solution like this to control play with a bonus. It might be easier to do what other providers have done and just prevent any bets being made with a bonus amount, and there would be no need for any of this bodging.

The player sees this as a confiscation, even though it's not of actual winnings, but progress towards a reward. It is therefore a "rip off" as something of value was taken back from the player without compensation. Microgaming have an even better solution to the problem, WR is carried over to the next deposit in such circumstances, thus neither the player nor the casino can manipulate the situation for gain.


well put. ultimately there's a problem with the process. normally, the software does warn you if you're playing with a bonus and your next spin will find you below a dollar with these incremental type games. in this case it didn't- but it should have. I do have to mention that CS at the JCap group hasn't seemed to be as well-trained as in the past. they seem to have become rather generic lately, which is sad. CS was the number one reason i play at these casinos. I would definitely say to confer with Jasmeen. she has been absolutely stellar for me and is a credit to the business.

(love ya jasmeen!)
 

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