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GrandMondial Problem

Discussion in 'Casino Complaints - Non-Bonus Issues' started by iolgas, Oct 9, 2008.

    Oct 9, 2008
  1. iolgas

    iolgas Dormant account

    Occupation:
    Artist
    Location:
    UK
    Good day, L&G!

    About a week ago I was unlucky to play at grandmondial.com, but lucky to win 1700 form their slots. So i've submited a withdrawal and waited a bit, then contacted their live chat. Was told that withdrawal is still being processed. Another 2 or 3 days and I contected them again via live chat, same answer.
    Today's answer, was a bit of a shocker, well see yourself:

    Please wait for a site operator to respond.
    Welcome to Casino support live help, one moment please for world-class service
    Toni: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
    Toni: will be assisting you, how could I be of service...
    XXXXXXXXXX: hi there. can you confirm the status of my last withdrawal?
    Toni: Yes, I'll have a look at it now... can you please tell me on how much the withdrawal is on?
    XXXXXXXXXX: 1700
    Toni: Thanks, one moment...
    Toni: One moment please we are still looking into the matter for you.
    XXXXXXXXXX: ok
    Toni: Sorry, but we'll be right with you....
    XXXXXXXXXX: ?
    Toni: I will be right with you.
    Toni: Thank you for waiting. I'll be with you in just a moment.
    Toni: XXX thank you for your time and patients.
    XXXXXXXXXX: it's ok
    Toni: Please note that your deposits was refunded back into your Credit or debit card due to the fact that our Operations team were not able to get hold of you to confirm your details and for this reason did they reject your deposits and was sent back to you.
    Toni: Note that they attempted to contact you via phone and email in requesting documentation and never received a response back.
    Toni: Seeing that your funds where refunded your cash-in been voided as the deposits was never made.
    XXXXXXXXXX: well, that's a bullshit
    XXXXXXXXXX: confirm my email address
    Toni: Should you wish to commence in playing you are required to send us a copy of your divers and a copy of a utility bill.
    Toni: This email is not visible to you.
    XXXXXXXXXX: i never recieved any emails from you. furthemore, i contacted live chat a least 2 times previosly
    XXXXXXXXXX: and i was never told to supply any documents or that there is any problems
    Toni: I do see that you did speak to a gentleman and he did inform you that your funds is still pending.
    Toni: In regards to him not being able to comment on what the actual result are we do apologize.
    XXXXXXXXXX: and he did not told me that I need to send any docs over
    XXXXXXXXXX: so my winnings are removed? i will post on casinomeister.com and do hope they will remove you from accredited list, to the rogue pit
    Toni: Before you hast into action such as that let me see what I can do.
    Toni: One moment please
    XXXXXXXXXX: ok, i wait
    Toni: I'm sorry for the delay. I'll be right with you.
    Toni: Thank you for waiting. I'll be with you in just a moment.
    XXXXXXXXXX: listen up, i have to go soon. please reply and if it's not about how to get my winnings, post will be there by today.
    XXXXXXXXXX: i really do feel conned
    Toni: I will be right with you.
    Toni: I'm sorry for the delay. I'll be right with you.
    Toni: I will be right with you.
    Toni: Thank you for waiting. I'll be with you in just a moment.
    Toni: Thanks for waiting XXX, please note that we've refunded your deposits which in results means that your money was not received and thus your winnings voided.
    Toni: Should you need to take further action then that is what you should do but we are in our rights as we attempted to contact you several times without avail.
    Toni: In regards to the agent informing you incorrectly we do apologize and this matter will be taken further.


    What a bunch of scammers, i wish i never played there. I never recieved a single email from them or a phone call. They even don't deny that I contacted a live chat and was given a wrong info. If it really was a case of them trying to contact me, live chat would ask for docs or alternative contact number, email, etc., wouldn't it? Well, not when the aim is to void (steal) winnings.

    A friend of mine recomended this casino, as he is a member of CM and said it is safe to play there. Well, we all do mistakes.

    Now, my question is: Do i stand any chances of getting my winnings?
     
    1 person likes this.
  2. Oct 9, 2008
  3. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    This is a serious concern for me. I've deposited thousands at grand mondial and do play there regularly, I'd like to see the local rep respond to this...
     
    1 person likes this.
  4. Oct 10, 2008
  5. XSX

    XSX Dormant account

    Occupation:
    IT technician
    Location:
    London
    did you PM the rep here?
     
    1 person likes this.
  6. Oct 10, 2008
  7. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    In my experience, customer support in GM is not adequate, put mildly ;) Reps are either clueless, or harsh and unfriendly, or both. However, I got huge winnings paid without much problem, so they are not your typical rogue I think.

    Did they give you any other reason for refunding deposits and voiding winnings except you being uncontactable? There must be more behind it, than the fact that you did not respond instantly to email they say they sent. Was it your usual email address and do you get mails from other senders w/o problem?

    Also, did you take any bonus?

    P.S. Rep's thanks for 'patients' and request for 'diver's licence' made me LOL
     
    1 person likes this.
  8. Oct 10, 2008
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The rep is [profile]Mario[/profile]. He's usually pretty good about getting back to people.

    Try a PM first and if that doesn't work post back here and I'll email him a heads-up.
     
    1 person likes this.
  10. Oct 10, 2008
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    The scary part is that they say your deposits have been refunded which means that your money was not received and thus your winnings were voided. Talk about logic! So everytime they can use this as an excuse to remove winnings. This is ridiculous.
     
    1 person likes this.
  12. Oct 10, 2008
  13. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Iolgas and all,
    Hope you are well.
    Thank you for posting and it will be my pleasure to assist you in this matter.
    I can confirm that the matter is more than just a mere not responding to documentation requests.
    It has come to our attention, via information received from our processor, that this player is linked to several other players (who has been confirmed to be part of a fraud group). We reserve the right, as per the terms and conditions on our websites, to refund purchases and confiscate winnings; as well as to exclude players from our gaming sites.
    As a result that the player was not reachable within the 48 hr window period from making the deposits, these deposits were rejected and all winnings were confiscated.
    This group of players was added to a central negative database which has resulted in a registration block of anybody to be found to be linked to them at any Microgaming casino.
    Ioglas, should you have any further concerns in this matter please feels free to contact me directly.
    Best regards
    Mario
     
    Last edited: Oct 10, 2008
    2 people like this.
  14. Oct 10, 2008
  15. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Great to see you posting Mario. OK, it seems that there is more to it than meets the eye. However, the live chat rep could do with some training. How can the deposits that are refunded to the casino account be treated as funds not received resulting in winnings being voided.
     
    1 person likes this.
  16. Oct 10, 2008
  17. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Chuchu,

    I agree and I will definitely work on it especially that the rep is still very new.

    Please note that the funds was never received so in other words it was actually rejected as we do have the ability to reject a deposits with a 48 hr period from making the deposit.

    Remember that when a player makes a deposit the funds does not goes straight (instantly) into our bank accounts but it takes about 4 days before we actually do receive it.

    This obviously gives us the opportunity to reject the funds meaning that it was never actually even approved and received by the casino.

    So the wording refund is not correct as it was actually rejected.

    Hope this clears the matter a bit better.

    Best regards
    Mario
     
    3 people like this.
  18. Oct 10, 2008
  19. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    I'm much more interested in this "central negative database"....

    Who owns it? Who adds or edits information in it? Who has access to it? What guidelines are in place to prevent abuse?
     
    3 people like this.
  20. Oct 10, 2008
  21. Antonia1953

    Antonia1953 Senior Member

    Occupation:
    Forensic Accountant (Private)
    Location:
    The Sonora
    GrandMondial Scam

    What???
     
  22. Oct 10, 2008
  23. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    nvm, it isn't worth it.
     
    1 person likes this.
  24. Oct 10, 2008
  25. iolgas

    iolgas Dormant account

    Occupation:
    Artist
    Location:
    UK

    Mario, can you explain please, how information obtained from payment processor be used to block me from ANY microgaming casino? Many casinos have their own payment processors, and I have accounts with other microgaming casinos without any problems. Only casino group I have problems with is yours.
    That does seems strange, to say at least.
    Can you supply Meister with information your obtained from processor? :)
     
  26. Oct 11, 2008
  27. sdaddy

    sdaddy Meister Member

    Occupation:
    Retired
    Location:
    Arizona
    So, in other words, do you deny that you've ever committed fraud at another Microgaming casino?

    Just want to get your side on the record.
     
  28. Oct 11, 2008
  29. iolgas

    iolgas Dormant account

    Occupation:
    Artist
    Location:
    UK
    yes, I do deny it. well, I did win, may be it's a fraud nowdays. Let's just wait for Mario to supply info. Anyway, his logic and facts are very strange.
     
  30. Oct 11, 2008
  31. blackjackguide

    blackjackguide Dormant account

    Occupation:
    Self Employed
    Location:
    USA
    I am very curious about this as well. This is a very trustworthy group and its hard to believe that they would not want to make such a small payout if this really was legit transaction.

    Abuse by player teams is a huge problem in the industry and is why the regular players are hurt because the casinos are forced to remove or lower the bonus amounts because of fraud. So it really hurts everyone!
     
  32. Oct 11, 2008
  33. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    :confused:

    :rolleyes:
     
  34. Oct 11, 2008
  35. Antonia1953

    Antonia1953 Senior Member

    Occupation:
    Forensic Accountant (Private)
    Location:
    The Sonora
    Grand Mondial Scam

    Mario has made some very serious accusations and should have no problem providing the facts...Sooooooooooooo, where's Mario? Who is he and does anyone personally know him?

    I have noticed that affiliates here will defend the casinos even when the facts of player abuse is apparent and documented. They will assist you in getting paid, but you have to take a lot of posturing in order to receive it. Most all the casinos I've played at for years have been accredited on this site, but I have had problems getting paid by most of them. One of the most favored here is Red Flush and they abuse mainly US players. All of them will take your money-no questions asked, but when it comes time to pay they'll will come up with every excuse not to... Personally, I want the facts because Mario has put a criminal tag on your integrity and if it is not true, then the casino belongs in the rogue section. If it is true...we need to hunt you down and execute you at dawn.

    If we never see or hear from Mario again on this matter, then you need to file a complaint with eCogra because you need unbiased assistance and they are about as close as you can get. Of course, they have no real authority and any complaince is totally voluntary.

    I take slander seriously and have fired many employees over the years for lieing about another co-worker. I demand honesty from my employees and will not hesitate to rid my business environment of any customer or employee that defiles the concept. A year ago, one of my long time customers put his hands on one of my summer aides. After confirming what had taken place, I drove to his office and let him know-loud and clear-that he needed to get himself a new Forensic Accountant for his upcoming trial. I let him know that my principals and concepts were not for sale to the highest bidder.
     
  36. Oct 11, 2008
  37. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    Iolgas, If you are on the up and up... then I strongly suggest you 'stand down' and file a PAB (Pitch a Bitch) with Maxd ASAP and give him time to look into it.

    Meanwhile... *stamping foot* I want more info on this 'super secret' central negative database that we all knew existed, but casinos usually say doesn't exist. It's one thing for a casino (group) to keep and maintain records on their players, but this idea of a centralized database accessible by whom? every reputable and every clipshot gambling joint on the internet??

    I want to know who owns it, maintains it, has access to it, and what type of information is kept there, etc.
     
    3 people like this.
  38. Oct 13, 2008
  39. XSX

    XSX Dormant account

    Occupation:
    IT technician
    Location:
    London
    So, where is Mario? =)
     
    1 person likes this.

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