Grosvenor Bad CS experience

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
The gambling industry has lost sight about what it's all about. It's about fun and spontaneity...not having to jump through hoops and provide all manner of sensitive documents. Where is the fun in that?

It's all just totally unnecessary.
Responsible gambling is the reason and complete lack of it before the ukgc became involved.
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
The gambling industry has lost sight about what it's all about. It's about fun and spontaneity...not having to jump through hoops and provide all manner of sensitive documents. Where is the fun in that?

It's all just totally unnecessary.

I use 21 Casino, and an unregulated casino linked to my unregulated Pinnacle account via an agent. 21 Casino are great and have not requested my life history, and the agent casino couldnt give a fuck if I spunk my life savings up lol.

Luckily I only gamble what I want to and can afford, but I cant stand the nanny regulation these days, puts you off gambling full stop.
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
I use 21 Casino, and an unregulated casino linked to my unregulated Pinnacle account via an agent. 21 Casino are great and have not requested my life history, and the agent casino couldnt give a fuck if I spunk my life savings up lol.

Luckily I only gamble what I want to and can afford, but I cant stand the nanny regulation these days, puts you off gambling full stop.
See I’ve never had a issue with any of the big bookies in the U.K..

not one single sow/kyc check.

And I’ve placed upwards of £1800 a bet on the horses and had cashouts a hell of a lot bigger.

this is going back over 10 years, yet many of the maltese lot shit themselves if I deposit a ton, granted it’s been over 6 months since I’ve made a meaningful deposit infact it’s been well over a month since I played at all...

The only maltese casino group who I’ve never had a single issue with are the white hat group, loads of accounts loads of deposits and withdrawals and they are totally solid in my experience.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
what is so special about VIP status at grosvenor anyway?

Dunno about Grosvenor, never got that far but Mecca give Royal status members 3 £50 deposit bonuses
a week with1 times wager, not a fortune but its virtually £150 a week free money
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
As im a full time arber, literally every UK sportsbook have fucked me off years ago. I literally use Pinnacle via an agent, Matchook via my best mate as they shut me down with a 40% revenue share, and Betfair via an agent as Betfair also shut me down this year, to earn a crust.

But I do like a good gamble and more so my missus does, and its only 21Casino and my agent based casinos that we can actually use these days lol

Its not that we are on the breadline, between us we have got in liquid assets over 700k, plus we both own homes worth over 2 mil lol
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Dunno about Grosvenor, never got that far but Mecca give Royal status members 3 £50 deposit bonuses
a week with1 times wager, not a fortune but its virtually £150 a week free money
How much roughly you expected to spend to receive that? Fine rewards indeed.

hope your well btw mate.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Dunno but its a nice freebie while it lasts,wont be for long, my lucks gone shit and will be having a break very
soon.
Going stir crazy being on my own during lockdown, thanks for asking
 

bamberfishcake

Senior Member
PABinit
MM
Joined
Jan 8, 2019
Location
Essex
Consistently bad CS tells a story about a casino.

Just dont play there. Not worth the risk or aggravation.

Just spent 21 minutes on live chat at Hippodrome about an offer they sent as i cant find the bonus t&c's - terribly busy and confusing website. Link from promotion goes to wrong page.

Could'nt find the live chat link for 10 minutes. 15 minutes on live chat was waiting as was 3rd in the queue. Then delayed responses from the agent, i eventually get to ask my question then my phone rings, i come back and they have ended the chat.

Chat transcript reads 'are you still with me?' then after a couple of minutes its ended. Would it be to hard to have ended with a link to the bonus t&c's or to have waited a little considering the 16 minutes i had waited.

Everyone has a bad day or a bad experience but you can tell the casinos who actually care how their business is presented. If their marketing is confusing and CS is bad then their back office is probably going to be crap as well - not what you want if that lifetime hit lands.
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Consistently bad CS tells a story about a casino.

Just dont play there. Not worth the risk or aggravation.

Just spent 21 minutes on live chat at Hippodrome about an offer they sent as i cant find the bonus t&c's - terribly busy and confusing website. Link from promotion goes to wrong page.

Could'nt find the live chat link for 10 minutes. 15 minutes on live chat was waiting as was 3rd in the queue. Then delayed responses from the agent, i eventually get to ask my question then my phone rings, i come back and they have ended the chat.

Chat transcript reads 'are you still with me?' then after a couple of minutes its ended. Would it be to hard to have ended with a link to the bonus t&c's or to have waited a little considering the 16 minutes i had waited.

Everyone has a bad day or a bad experience but you can tell the casinos who actually care how their business is presented. If their marketing is confusing and CS is bad then their back office is probably going to be crap as well - not what you want if that lifetime hit lands.
Ahh hippodrome they Constantly send me deposit offers which haven't been applied to my account after the first 3 I give up trying to sort it very slack to say the least..
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Grosvenor land based casinos are just as bad at CS. Last xmas the missus and I both got an invite to £50 free slots play on a specific day. We turned up at their Leicester Sq casino, only to be told the offer was only valid for the Birmingham super casino. We both live in London , and the email and T&Cs made no mention of Birmingham whatsoever. THey refused to budge, so we have not returned to them since. Their loss
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
No idea what's going on with this place.

Went to make a deposit earlier and it told me 'deposit limit reached'. This is bunkum because I checked my limits and deposits so far. I'm under my limits by a margin.

Can't be bothered to chase up with CS. I'll just spend my money elsewhere.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
You may have the same problem as me, says the same when i try to deposit,just think its so rude to block
deposits without warning, FFS if they are not happy with your play style why cant they just send you an email
asking you discuss your account with them (and provide a means of doing so that doesnt take 30 mins to get through).I honestly think my deposits will be blocked forever if i dont get in touch with them, aint going to happen, i am not that desperate to play.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
You may have the same problem as me, says the same when i try to deposit,just think its so rude to block
deposits without warning, FFS if they are not happy with your play style why cant they just send you an email
asking you discuss your account with them (and provide a means of doing so that doesnt take 30 mins to get through).I honestly think my deposits will be blocked forever if i dont get in touch with them, aint going to happen, i am not that desperate to play.
Well I can't understand what issue they could possibly have. My limit is £200 a month...

Really struggling to understand their business model to be honest.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Worth checking net deposits over the last 30 days, it shows the total deposits in that period but there is an extra day added at the end of october rhat make have taken you over your monthly limit as that based on true
months (hope you can follow that), you may find you can deposit again tommorrow.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Worth checking net deposits over the last 30 days, it shows the total deposits in that period but there is an extra day added at the end of october rhat make have taken you over your monthly limit as that based on true
months (hope you can follow that), you may find you can deposit again tommorrow.
Nope it's not that as I've definitely gone past the cut off for the month.

I think it's pretty shitty of them to not even send an email to notify you. I deposit maybe once a week/ten days and like I say, have a 200 p/m deposit limit set so I'm not sure how they are in any way justified.

Guess I'll just close the account.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Ok I weakened in the end and contacted live chat, wanted it resolved either way,it was bugging me too much.
Explained the situation, she understood why I was pissed off and contacted the responsible team.
Just got an email from them apologising for the delay and said the deposit facility has been restored.
Sounds like they had forgotten about me and needed a nudge.
Interestingly the email they sent had the the tltle re lifetime deposits, so it sounds like they gave the account
a lot of scrutiny.
 
Last edited:

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Yeah bummer. Grosvenor used to be a casino that cared about the community here, but with a change of personnel they dropped off of the edge of the Earth. Grosvenor Casino Review

Just another Walmart.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
One positive thing, as with Mecca , payouts are lightening fast on Visa,often in bank account within a couple of minutes
so they arent all bad, just dozy
 

SnakeFood

Yummy!
Joined
Apr 27, 2020
Location
London
Their choice of slot releases over the last couple of years has been horrific though. Unless of course you only play Megaways and Blueprints. Oh, and the odd Novo.
 

SnakeFood

Yummy!
Joined
Apr 27, 2020
Location
London
I rarely play slots there now, except my fave Novo's.

I like their sports though. Some good odds for outside bets plus they do lots of offers / odds boost etc. Guessing that dies with the black card though
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Hard to see how they're going to survive, treating customers the way they are (with not so much as a customary email), and with their land based casinos suffering through the lockdowns.

When even people who are spending as little as £200 a month there are getting their deposits blocked, there will be a large % who just decide it's not worth the hassle.
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent
OK so i am going to buck the trend here and defend Grosvenor.I have been a Blackcard member for some time and also got the recent request to submit three months of bank statements and information as to Source of Funds/Wealth.I understood the need for such a request due to the new guidelines casinos had to follow in respect of their VIP players.Everything was reviewed and sorted within 48 hours.Any issues i have,i know i can bring to the attention of my VIP manager and i have never waited longer than 24 hours for a reply.Never had deposit limits imposed and withdrawals hit my bank almost instantaneously.Just wanted to highlight the other side of the coin.
 

Users who are viewing this thread

Top