loganberry
Dormant account
- Joined
- Sep 20, 2004
- Location
- No more Heroes
I recently opened an account at this casino, and deposited 330 using a Mastercard credit card. I was then lucky enough to win 7000 (on Alien Hunter which I absolutely lurve! I kept getting those eggs virtually ever other spin. ) which I immediately withdrew. On the withdrawal screen I was asked for my preferred withdrawal option, and I chose the Bank Wire transfer to my bank, filling in all the details required, including account number, sort code etc.
However last night I realised that the Bank Wire transfer symbol in the Transaction History log had been replaced by the Mastercard symbol, and on querying this with support, I was informed that the money has been returned to my credit card, via Grosvenor Casino's terms and conditions.
I had a long screamfest with them at this point, as this course of action now places my credit card in credit to the tune of thousands of pounds. But Grosvenor support do not seem to be able to understand the point that credit cards are not meant to have credit balances!!!
Their argument is that as my credit card accepts credit refunds that is how they pay, and that bank wire transfers are only used as a last resort. When I asked why I was offered a bank wire transfer as an option, they couldn't answer, and when I asked where this information is held, I was then told the T&Cs.
It isn't! So then I was told that the accounting department know about it, even though the customer does not.
Prior to making my withdrawal, I had a look on their website, and under HELP FAQs I found the following.
Now exactly what is this saying? I read it as meaning that if my winnings exceed my credit card deposit, then the excess will be paid by either Bank draft or Wire Transfer. And the reason this happens is because of the explanation in paragraph 2.
I thought paragraph 3 referred to the following section of their T&Cs...
Which is not applicable to me as I used a Mastercard.
However Grosvenor support translates it totally differently, by saying that Paragraph 3 overrides paragraph 1 for all deposits. And that if my credit card accepts credit refunds, then that overrides everything else. WTF? I can't see anything in their T&Cs or the rest of the FAQs which confirm this at all, particularly relating to MasterCard.
To say I am furious is an understatement, as I now have to try to get over 4000 back from my credit card. And to add insult to injury, Grosvenor support made the inane suggestion of withdrawing it a day at a time up to my cash limit (200).:gunmen:
However last night I realised that the Bank Wire transfer symbol in the Transaction History log had been replaced by the Mastercard symbol, and on querying this with support, I was informed that the money has been returned to my credit card, via Grosvenor Casino's terms and conditions.
I had a long screamfest with them at this point, as this course of action now places my credit card in credit to the tune of thousands of pounds. But Grosvenor support do not seem to be able to understand the point that credit cards are not meant to have credit balances!!!
Their argument is that as my credit card accepts credit refunds that is how they pay, and that bank wire transfers are only used as a last resort. When I asked why I was offered a bank wire transfer as an option, they couldn't answer, and when I asked where this information is held, I was then told the T&Cs.
It isn't! So then I was told that the accounting department know about it, even though the customer does not.
Prior to making my withdrawal, I had a look on their website, and under HELP FAQs I found the following.
How do I withdraw my winnings?
To withdraw money from account go to Cashier and select the "withdraw" button.
If you have made credit cards deposit(s) prior to your Withdraw the money you now wish to withdraw will automatically be refunded to your credit cards. If you have withdrawn more than your total deposits, any amount in excess of that deposit amounts, will be refunded to you using your preferred method of payment, whether it is Bank draft or Wire transfer, selected by you.
The reason why we can't refund the entire winning amount to your Credit card is due to the Credit card company's limitations, and is out of our control.
Our credit card refund policy is the quickest way to pay the winnings. There are no charges for credit cards refunds.
Now exactly what is this saying? I read it as meaning that if my winnings exceed my credit card deposit, then the excess will be paid by either Bank draft or Wire Transfer. And the reason this happens is because of the explanation in paragraph 2.
I thought paragraph 3 referred to the following section of their T&Cs...
8.9 Subject to these terms, you can make withdrawals from your account up to your current available balance by debit card, Visa credit card or cheque (after taking into account all previous wagers). There are minimum and maximum limits on the amounts that you can withdraw from your account. Service charges are payable for withdrawals as set out below and will be deducted from your account at the time of withdrawal. In order to make a withdrawal from your account in excess of 10,000 you will be required to contact our Customer Services Team. Please note as follows -
Withdrawal by debit card and VISA credit cards not issued in the Americas: each withdrawal must be at least 10 (save in the case of a final withdrawal to close an account) and must be no greater than 10,000 in one transaction. Withdrawals may only be made to the card you have registered to your account and deposited funds with.
Which is not applicable to me as I used a Mastercard.
However Grosvenor support translates it totally differently, by saying that Paragraph 3 overrides paragraph 1 for all deposits. And that if my credit card accepts credit refunds, then that overrides everything else. WTF? I can't see anything in their T&Cs or the rest of the FAQs which confirm this at all, particularly relating to MasterCard.
To say I am furious is an understatement, as I now have to try to get over 4000 back from my credit card. And to add insult to injury, Grosvenor support made the inane suggestion of withdrawing it a day at a time up to my cash limit (200).:gunmen:
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