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[RESOLVED] Grand Mondial behaves BAD, be cautious !

Discussion in 'Casino Complaints - Bonus Issues' started by poser, Jan 11, 2008.

    Jan 11, 2008
  1. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    Hi,

    Too bad, Grand Mondial sends out promo mails last month and this month.

    It says, that you can get a bonus offer for EVERY weekend in that whole month. You can click a link, see the offer, and then claim it with your acc.No.

    I took it sometimes (and last weekend I won the first time with it a bit). This weekend, I clicked the link, claimed the bonus and deposited. After some hours I had a chat with support and they said:" The manager has decided, there is NO match this weekend, next is one there again" I asked, why there was a offer and why I was able to successfully claim the bonus. He said, that they will not change the site just for one weekend and players will be able to claim the bonus BUT NOT TO GET IT !!!!!

    THIS IS BAD !!!!!!!! HOW CAN I TRUST THEM ANYMORE ???
     
  2. Jan 11, 2008
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This is VERY bad. The procedure is to click the link to see your offer, deposit, and play 1x the deposit. They have informed players that this is how it will work in future, and that they will no longer be sending the offers by Email (although they do seem to send one intermittently).
    Depending on what is displayed, this could constitute a misleading advert under European law, and they could get into trouble should the advertising regulators receive complaints about this.
    This also creates a feeling that we cannot trust this casino to honour any offers they make, since players only find out after they have taken up the offer.
    While they are doing this, they are at the same time sponsoring the mass propagation of white label casinos to suck even more players in. They DO NOT NEED WHITE LABELS if they already have too much on their plate to run a proper and trustworthy business. They need FEWER brands, and to pay more attention to the running of each.
    If this group is so damn determined to crash & burn, let them, hopefully they will take out those 30+ white labels along too.

    Make certain not to play in the wrong currency either - they'll have you for that too!
     
  4. Jan 11, 2008
  5. Gino

    Gino Dormant account

    Occupation:
    WORKING MEN
    Location:
    bELGIUM
    TRUST IS A WORD not standing in any casino terms & conditions:D
     
  6. Jan 12, 2008
  7. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    "Not going to change the website for one weekend"? How hard is that?:rolleyes:

    The negatives are starting to add up here:eek2:
     
  8. Jan 12, 2008
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Mondial

    I have just researched this, and it is the NEWSLETTER that is lying, not the casino lobby, which is merely confusing.

    The screenshot shows that it appears to be offering a bonus "this weekend", however, the validity dates are those for last weekend.

    What is also the problem, is that although I claimed this last weekend, which cancelled the offer from still being displayed, the software has simply detected "Weekend!", and cleared the cancellation to display the new offer. Unfortunately, since one was not issued this weekend, in direct contradiction from the promise made in the newsletter, the software has failed by not correctly dealing with such a situation, and has displayed a confusing offer which could equally be down to the TEXT not having been updated, as opposed to no offer going out. In fact, this has indeed happened before, the text reflecting the previous weekend, yet nevertheless, the offer being valid.
    This week, it seems, it is the complete opposite, valid text & no offer, but players only find out after they have made the deposit, seen no bonus after three hours, and contacted support.

    If in doubt, when the dates are wrong, assume no offer, rather than a misprint UNTIL support have confirmed the situation.

    To this end, I have just deposited my 50 into Lucky Nugget, where there is an identical offer, but with the correct dates.

    The 70 shown is just "left overs" from last weekend.
     
  10. Jan 12, 2008
  11. dynamitewoman

    dynamitewoman Dormant account

    Occupation:
    retired
    Location:
    roswell,n.m
    grand Mondial

    this is a very good site to avoid. Unfortunately, my first experience (and last) with it did not see me copying and pasting because it would be pointless because I had already decided to avoid this site like the plague.
    The promo offer included a 20 times playthru ( on a no deposit promo)before a withdrawal could be made on wins, preceding a minimum depo. when I contacted live help, I was told it was a 50 times playthru and he had no idea where i saw the 20x playthru required. I did send the promo ad to him for his perusal and verification, but never heard from them again. So. apparently, it is common practice for them to use deceptive front page ads and then claim out of date or in error and the site will not be held responsible. Geeeeeeeeee, I wonder just who should be held responsible for lies placed on promo pages and websites to entice players? :sniper:
     
  12. Jan 12, 2008
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Responsibility lies with the owner of the site showing the promotion, be that Grand Mondial or their subcontracted spammer from Majorbonuses.

    The 20x may have been from the spam, and the 50x from the casino.
    The accreditation of Grand Mondial PREDATES their take over by Mario's lot. They used to be an independent, a bit like Roxy group, and it was then called Grand Monaco. Even then, Mario's group were causing some complaints in their main casino. They then bought Grand Monaco, changed it to Grand Mondial, and released 30+ white labels, then started confiscating winnings from players who never used bonuses, but used the "wrong currency".
    They are now adding misleading advertising into the mix, Newsletter promises one thing, lobby looks confusing, and support say confusion is because they have broken the promises made in the newsletter, but can't be bothered to update the website, nor alter their brand new "easy to use" lobby based promotion centre to cope with broken promises.

    Lucky Nugget also irritated me, the offer was refused, then accepted 5 minutes later - I have no idea which is correct, but it will probably get credited.
    I mentined this latest fiasco to their rep, along with something about this industry proceeding downwards within a lavatory pan.
     
    1 person likes this.
  14. Jan 12, 2008
  15. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    Got the bonus today...

    HEY,

    They credited me with the bonus today !!!!!!!!!!!!

    Maybe they read this thread ??? I don't know.

    Strange, but after I had the chat, I didn't send anymore mails. Only thing I did is, I put a very bad comment in the "How do you rate this chat ?" box...
    (in wich I wrote all players should know of this issue and asked them, how I could ever trust them again in the future)

    Yes, complaining in public is the strongest (but ONLY) weapon we got....


    - THX for all the support of you guys here !!! -
     
  16. Jan 12, 2008
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Hmmmmm..

    Maybe worth a little experiment here then, just to see exactly what the problem is?
     
  18. Jan 15, 2008
  19. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi there Poser,

    Thank you for this post.

    Firstly the normal process is as follow:

    Every first of the month if any new games are launched you will be offered a Triple points offer and the email will inform you of the months deposit offer that you will be qualifying for.

    I can understand that the line: 'every weekend' would implicate that you should have gotten a bonus however being the festive season and we were only able to launch the new games last weekend it resulted that the usual process was not or could not have been followed.

    Also as per Vinyl's screen shot it did clearly stipulate that the offer was only valid for 4th and the 6th so there could have not been any confusion as to when you claimed the offer.

    Even though you did not get a purchase match offer for last weekend you did indeed qualify for triple points on the new games.

    However do note that our promotions team is going to make the following amendments to the promotional mailers that get sent to player

    Removal of every weekend
    And
    Future purchase match mailers will have the specific weekend date on it.

    This will surely assist in this matter where a player claims for an offer and does not qualify being outside of the promotional period even thou when you claimed the offer it clearly did state that the offer was valid for a specific weekend.

    Best regards
    Mario
     
    2 people like this.
  20. Jan 15, 2008
  21. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi there dynamitewoman,

    Please note that the only time that a player will need to adhere to wager requirements in full is on sign-on offer and then only if the promotional mailers stipulates it.

    Other than that all other offers are subject to bonuses system terms and conditions which is 30 times but even though the wager requirements is there is does allow you to cash-in at anytime and all what happens is that what is ever left over in your bonus account will be forfeited.

    Best regards
    Mario
     
  22. Jan 18, 2008
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Well, Grand Mondial have screwed up again this weekend. This time, the offer had the correct dates, and was an offer of a 50% bonus up to 50, so after depositing 100 and wagering it 1x I expected a 50% bonus up to 50, but instead of that I got a 25% bonus of 25. This week, therefore, it was the TEXT that was wrong, whereas last weekend it was the dates that were wrong because no new offer had been activated.
    This also worked as it was supposed to, with no separate Email being sent out, and players having to check the lobby to see what offer they had. This shows that it simply cannot be assumed that no Email and wrong text means no offer that weekend. This time there WAS an offer, but the TEXT was wrong, in that it promised one thing, and the promotion software delivered another.
    Such confusions will lead to only one thing, players losing trust in the validity of any offers, and they may well then take their custom elsewhere.
     
  24. Jan 18, 2008
  25. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    The $64 (or 64 in this case :D) question is, did they make it right by crediting you the other 25?
     
  26. Jan 18, 2008
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They have not had the opportunity to do this yet, but your quote shows that the offers are account specific, and not general. Your offer differs from what I had in the lobby, which was 50% up to 50, not 64 for 64. It may differ for different currencies though, yet still be the same value for all players.
     
  28. Jan 18, 2008
  29. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    lol, I was throwing a number up in the air with the $64 ;) I could have used $64,000 (You must register/login in order to see the link.), but that's too large of a number for this application :D
     
  30. Jan 19, 2008
  31. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Do note that the offer gets credited in increments.

    So it all depended on when the offer was credited and please do confirm if the bonus was received in full.

    Waiting on your response?

    Best regards
    Mario
     
  32. Jan 19, 2008
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Playcheck shows a credit of 25, the incremental credit is when wagering is done, with 10 increments being credited to the cash account from the bonus account each time 300 is wagered on slots.
    I was going to double check the text again, but claiming the offer has made the text unviewable - it is possible that part of the text was missing, as the usual offer is indeed 50% up to 25, and not 50% up to 50.
    Funnily enough, the problem last weekend was caused by this text suddenly becoming viewable again, even though the offer had already been claimed. The changes are not going to fix this problem. Players checking the lobby during the triple point weekend are going to get a repeat showing of the previous weekend's offer, and the software will accept the claim, and hide the text, as if all was well, but no bonus will appear. This is a system display bug, and is not cured simply by removing "every weekend" from the newsletter.

    A bit irrelevant now, as the slots were too tight to redeem more than around 10. They were considerably looser at Purple Lounge though, and my 25 for 25 there from last week became 600.
     
  34. Jan 19, 2008
  35. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    So, I guess Mario withstood even VWM? And stays on the forum for any question.

    When will you stop drawing attention, and simply ask the community what is best for player and house.

    ?
     
  36. Jan 19, 2008
  37. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    Ok, now I'm confused. I thought you got the bonus immediately?
     
  38. Jan 19, 2008
  39. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    Haven't played at Mondial in awhile, so last night I thought I'd give it a go. I claimed the bonus in the software, then deposited, then played my deposit for a little while. When I was down to my last few cents (literally) the full bonus popped into my balance. I think that's the way it usually works for me. No problems.

    (Lost the bonus too, in just a few .... MG hates Mousey and gobbles her money remorselessly. :( )
     

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