Grosvenor Bad CS experience

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.
 
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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
Cheshire
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,United Kingdom
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.
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
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.
Longer than 24 hours imo for a reply is a disgrace.

Also the many reviews and complaints of this joint speak volumes.

And the lack of slot options isn’t great...

what exactly does this fabled black card give you? And how much roughly on a monthly basis does it cost one for such a clearly outstanding privilege?..
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent,United Kingdom
Sorry but considering the length of time people have mentioned that they wait for a reply from some casinos,anything less than 24 hours is perfectly acceptable.Their live chat is also usually fairly rapid.People tend not to take into account that casinos may have dozens of requests to deal with at any one time and that virtually all are working at nothing like full capacity at present. I know that some of us are used to the stellar service provided by Jan at L&L but he is in a league of his own.
I agree that the slot selection is not extensive but i play blackjack at Grosvenor so that is not an issue.If you are a slot player then there are better options out there.
Blackcard gives you cashback on losses and they sometimes run promos exclusively for Blackcard members.No idea what the criteria are for membership but i think it might be by invitation.
 

SnakeFood

Yummy!
Joined
Apr 27, 2020
Location
London
I've never had issues at Grosvenor. They've always been brilliant. My issue is with the UKGC. Unfortunately for Grosvenor, other casino's and myself is I won't give SOW etc. I will therefore lose my black card and anything that comes with it. Eventually, I imagine my membership too. Hey ho!
 
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