Grosvenor Bad CS experience

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
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!
 

sarahphillips

Newbie member
Joined
Oct 21, 2021
So . . here’s an unpleasant CS experience I had at Grosvenor end of 2020
Apparently Suspended from Grosvenor with no explanation
Ridiculous way to treat someone

advised by receptionist in London a few months ago that they can’t let me in club .
I have been a member over 10 years and never a problem
No explanation at all
never been warned or had any behaviour issues raised and have been going to casinos over 20 years, started to go more so over lockdown last year and use the club to relax a bit too

Q- Are we just supposed to assume a ‘possible reason’
Surely an explanation should be given rather than make it embarrassing to the member and guest
a courtesy phone call or an actual exact explanation should be the bare minimum
I know now their terms seem to say no explanation required.
but still, it kind of feels personal when not given the opportunity to know what reason is or at least be able to discuss
Very poor CS

Out of principle - won’t be going there again even if decision reversed
unless it’s satisfactorily dealt with and have an opportunity to discuss
but find the ability that they can decide to suspend you for no actual reason
or don’t have to inform you of any reason Very bad manners.
let alone being marred incorrectly with a negative reason without having an explanation or being able to answer any q’s

Anyone else experience this and was it worth raising further . . ?
If so how and to who
only thing can think of was not using through a full deposit in the physical casino before cashing out or not placing all chips I had changed before leaving.
sometimes you just know when your lucks not in or get a bad run and so may decide against continuing gambling the full amount you have changed

Apparently Algorythym flagged up and caused cash out ticket to be flagged.
it’s seems as though any effort by me to keep an eye on what you spend / start with a few hundred float in a session
or bet smaller when losing than when winning seemed to flag something up . .
I did ask for an answer and had the following -
the standard email response from casino is as follows -
We bring your attention to the Grosvenor Casinos Terms of use:

10. The Company, in accordance with these House Terms, reserves the right to deny entry to any customer, on either a temporary or permanent basis, and shall not be bound to give any reason for that decision, which shall be final and with no recourse to an appeal.

Not sure where to go with this, just sharing if anyone else has had to deal with this situ
and where best to handle it.
no one likes to be suspended from anywhere especially without reason or justification
that’s the annoying part to be fair
also not knowing what supposed to do or who to speak to
as the casino response suggests no point in questioning

seems you can be suspended without any reason actualy being given ? 😡

any ideas what’s happened here or how to either find out
or if should just let it go -
is there anything else need to think about

I’ve never been suspended from anywhere
hence the annoyance and post
won’t be fighting to give my business to this casino but equally not nice to be suspended without any clarity or explanation
even a nightclub has to give a reason surely .

Cheers for listening and any advice if you made it this far
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Think i may have been booted off Blackcard, bit weird as i think they have sent me an Easter hamper.
The site no longer mentions Blackcard at all, dunno if they stopped it altogether or if its a mistake.
Wouldnt be much of a loss anyway, apart from nice hampers,they have cut the benefits right down this
year, although any freebies are nice , it doesnt offer too much incentive to deposit much there now
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent
I got an Easter hamper too as a Blackcard member and i have always been treated very well.Admit that the offers have dried up a bit recently but the scheme is definitely still going.If you login you will find the Blackcard tab amongst the list at the top of the page.
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent
Just checked and it is the tab furthest to the left at the top of the screen.You need to log in first.If it is still not there,i would suggest sending them a message.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Screen logged in , no mention of blackcard anywhere, i will email them later, I wont lose any sleep if i have lost membership.
I am a Star VIP at Mecca which is far more rewarding
 

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Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
They’re a very strange company. Suspended my ability to deposit because I removed a daily deposit limit in favour of a weekly one. That was 18 months ago. No email or correspondence of any kind. Chances are that removing the daily limit triggered something their end…but still you’d think they’d notice a weekly limit was implemented straight after and sort the issue.

Limit was £25 a day and I wanted to change it to £75 weekly. Go figure.

I haven’t missed them.
 
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Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Screen logged in , no mention of blackcard anywhere, i will email them later, I wont lose any sleep if i have lost membership.
I am a Star VIP at Mecca which is far more rewarding
If I remember rightly you excluded yourself at some point?

I took a 6 month GAMSTOP break 2-3 years ago and that’s when my issues with Grosvenor started. When I reopened the account I made it clear to them I didn’t take a break for RG issues. Even so I had to give a detailed response as to how I’d be a sensible little gambler. It was completely patronising.

Pretty sure they just put you on a list for closer inspection if you’ve ever excluded/utilised GAMSTOP.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
They’re a very strange company. Suspended my ability to deposit because I removed a daily deposit limit in favour of a weekly one. That was 18 months ago. No email or correspondence of any kind. Chances are that removing the daily limit triggered something their end…but still you’d think they’d notice a weekly limit was implemented straight after and sort the issue.

Limit was £25 a day and I wanted to change it to £75 weekly. Go figure.

I haven’t missed them.

Quickest way to get problems with them is to change deposit limits, go up or down its " do you have a gambling problem"
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Quickest way to get problems with them is to change deposit limits, go up or down its " do you have a gambling problem"
Yep that’s certainly my experience with them.

The thing that turned me off is that they seemingly couldn’t even be bothered to send a customary email. Obviously they expected me to chase up via chat.

I really didn’t care that much to go chasing so haven’t bothered. I’m still eligible for promotions and have withdrawn a couple of times from these so it’s their loss.

The thing I don’t get is even if someone chooses to increase their limits, there’s a cool down period of 24 hours for the very reason of making sure it’s not an impulse thing. Their level of meddling is ridiculous and a sure fire way to lose customers such as myself.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Grosvenor at it again,blocked deposits with no warning.Missed a call yesterday and didnt phone back as it was showing a spam warning.
After a bit of checking on google it appears to be from Mecca, believe Mecca and Grosvenor work closely together on KYC shit, Mecca
is still ok but no deposits on Grosvenor.
No message was left or emails sent, so presumably they think its up to me to contact online chat which isnt available on Bank
holidays or send an email which takes them 3 days min to reply to.What makes them think my time is less valuable than theirs and that its my job to find out what the problem is.All it will be is the KYC chat they insist on having every few months,half a dozen questions making
sure i have no problems which my play history would have told them I dont.Think it was triggerred by me committing the cardinal sin
of increasing my deposit limits a couple of weeks ago, ( increasing means a can i afford it check, decreasing means an am I spending too much check).
Just wont bother playing there now, been too many times, Mecca are behaving themselves at the moment with a decent daily deposit bonus and almost instant withdrawal times.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Grosvenor at it again,blocked deposits with no warning.Missed a call yesterday and didnt phone back as it was showing a spam warning.
After a bit of checking on google it appears to be from Mecca, believe Mecca and Grosvenor work closely together on KYC shit, Mecca
is still ok but no deposits on Grosvenor.
No message was left or emails sent, so presumably they think its up to me to contact online chat which isnt available on Bank
holidays or send an email which takes them 3 days min to reply to.What makes them think my time is less valuable than theirs and that its my job to find out what the problem is.All it will be is the KYC chat they insist on having every few months,half a dozen questions making
sure i have no problems which my play history would have told them I dont.Think it was triggerred by me committing the cardinal sin
of increasing my deposit limits a couple of weeks ago, ( increasing means a can i afford it check, decreasing means an am I spending too much check).
Just wont bother playing there now, been too many times, Mecca are behaving themselves at the moment with a decent daily deposit bonus and almost instant withdrawal times.
Almost certainly it’s the altering the deposit limit that caused the block on deposits. As I’ve said, it happened to me too. There’s zero autonomy with this lot. Make use of an RG tool and they hammer you for it…as you say, more hassle than it’s worth playing there.
 

justdoit

Full Member
Joined
Nov 22, 2021
Grosvenor Baker Street London I was member there for over 10 years never had problem, last time we went with friends he got some cash from ATM they ask him to prove his cash he got it from ATM wtf, they ask him open your app from phone and show as you got it on ATM he refuse we left , we live very close to Grosvenor in Baker Street we use to go there every weekend, I dont think is worth going any more, next time we just go to Malta for weekend and play without UKGC rules
 

ricky

Newbie member
Joined
Apr 5, 2016
Location
london
Just find it so annoying, I mean how long does it take them to send an email, even if its bullshit..
I just hate being ignored, always seems to to be the big UK outfits who treat customers like shit.
I would trust them completely as regards payment, they are rock solid but CS is just so bad

if youre from the UK, always use a site that you can withdraw in shop from/ is publically traded
 

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