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