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I always wondered why there are so many complaints about casinos all over the place.. especially the part where it starts after a withdrawal.
Now I see why players get so damned annoyed.
Yesterday, I deposited 150 into Grand Hotel Casino and dabbled a bit at the new mad hatters slot. I was extremely lucky and won almost immediately. Not wanting to simply stop and take the winnings, I played some more until my balance was down to 450. I decided to withdraw 300 and leave 150 in the account to play some more today.
I go back today and my account has been locked. ??????
I played with no bonus – so that cannot be an issue. Also, why was I not informed?
It is bad enough that the laws all over the place are making it difficult to promote casinos, we do not need casinos treating people like this.. Seriously? What did I do wrong to have my account closed?
Unbelievable!
Seriously.. it is no wonder why people get frustrated at the casinos..
this is the email I sent, and then you see the reply I got…
Hi,
Why has my account been locked?
Username: tghr01205913
Dear Kevin
Thank you for your recent communication concerning the delay in
crediting your account with the promotion.We are writing to inform you that your account is currently under
investigation.Please note that our casino must check all accounts as part of a
standard security procedures.We will get back to you by the end of the next working day.
Please accept our apologise for any inconvenience caused.Should you require any further assistance please do not hesitate to
contact us, on the freephone Helpdesk numbers provided.Best regards,
Sophia
Grand Hotel Casino
The Grand Hotel Toll-free Numbers
===============================United States of America 1 877 528 2496
United Kingdom 0800 056 7591
Italy 800 781 060
Australia 1 800 014 6614
South Africa 0 800 996 180
France 0 800 913 228
Germany 0 800 180 8275
Spain 900 944 426
Portugal 0 800 880 222
Canada 1 877 952 2222
Hong Kong 800 903 650
Israel 1 800 944 1205
Japan 0 053 1780 012This message contains confidential information and is intended only for
the individual named. If you are not the named addressee you should not
disseminate, distribute or copy this e-mail. Please notify the sender
immediately by e-mail if you have received this e-mail by mistake and
delete this e-mail from your system. E-mail transmission cannot be
guaranteed to be secure or error-free as information could be intercepted,
corrupted, lost, destroyed, arrive late or incomplete, or contain viruses.
The sender therefore does not accept liability for any errors or omissions
in the contents of this message, which arise as a result of e-mail
transmission. If verification is required please request a hard-copy
version.Where in that email that I sent did it say ANYTHING about delay in promotions or anything of that sort.. I think my question was pretty clear..
I never once asked for a bonus or promotion.. I simply want to play with the money that is in my account.
Sorry for all these posts after each other.. but wanted to highlight this part as well…
We will get back to you by the end of the next working day.
Please accept our apologise for any inconvenience caused.Today is Saturday.. this would mean by the end of Monday.
Not only is this frustrating for the player, but do you seriously think that he or she will be playing with you after this? They will more than likely just wait for you to sort this crap out and in the meantime move on to another casino… which would mean that you lose bussiness, and worst of all in my eyes WE AFFILIATES would lose bussiness on this player.
So, as you can see, I have two complaints here in one.. one as a player and two as an affiliate.
My final post for today.. I sent them this email:
I did not ask about a delay in crediting a promotion..
I asked WHY MY ACCOUNT IS LOCKED?
I Do not want any promotion.. I simply want to play with the money I had in my account.I did not request any promotion.. Simply unlock the account and let me play.
Thank you
And received this response.
Dear Kevin
Thank you for your recent communication .
Your account is currently lock for the moment.
Please note that our casino must check all accounts as part of a
standard security procedures.We will get back to you by the end of the next working day.
Please accept our apologise for any inconvenience caused.
Should you require any further assistance please do not hesitate to
contact us, on the freephone Helpdesk numbers provided.Best regards,
Sophia
Grand Hotel Casino
The Grand Hotel Toll-free Numbers
===============================United States of America 1 877 528 2496
United Kingdom 0800 056 7591
Italy 800 781 060
Australia 1 800 014 6614
South Africa 0 800 996 180
France 0 800 913 228
Germany 0 800 180 8275
Spain 900 944 426
Portugal 0 800 880 222
Canada 1 877 952 2222
Hong Kong 800 903 650
Israel 1 800 944 1205
Japan 0 053 1780 012This message contains confidential information and is intended only for
the individual named. If you are not the named addressee you should not
disseminate, distribute or copy this e-mail. Please notify the sender
immediately by e-mail if you have received this e-mail by mistake and
delete this e-mail from your system. E-mail transmission cannot be
guaranteed to be secure or error-free as information could be intercepted,
corrupted, lost, destroyed, arrive late or incomplete, or contain viruses.
The sender therefore does not accept liability for any errors or omissions
in the contents of this message, which arise as a result of e-mail
transmission. If verification is required please request a hard-copy
version.So, as a player, I am going to make sure that I get the full 450 on Monday from them..This obviously stems from the withdrawal I made yesterday.. crazy thing is that I still have 150 in my account to play with that they could have had.
As an affiliate, I am going to have to make a mention about this type of thing in my reviews.. this from personal experience.
It is a pity though.. we have been doing pretty well with Vegas Affiliates so far and have enjoyed working with them.
This is rather disturbing. I do well with VA, and I’d hate to think that any of my referrals are being treated this way. :nervous:
peralis wrote:…This obviously stems from the withdrawal I made yesterday..This is strange. I have done this as well. Although it was with a casino that would clear my withdrawal immediately, so I didn’t have any balance showing in the cashier, I could then deposit again with no problems and continue to play.
The casinos that insist on the “24 hour pending” make things very hard for players and the casino itself. Release the money for immediate withdrawal, and let the player decide whether they want to clear their balance or not. You’re gonna get it back anyway.
Just received this email, but my account is still locked – still have 150 in the account..
Dear Kevin,
account number :xxxxxxxWe are delighted to let you know that the following cashin has just left its pending status,
and is now ready to be processed by our account department.Transaction Amount Date/Time
52314 300.00 29/07/2006 17:00:03
Feel free to contact us if you need more information about this.
We value you as a player at our casino and look forward to a long and
rewarding relationship with you.Kind regards
Grand Hotel Casino
If you win and would like your winnings to be refunded using one of the following methods:
NETeller, DHL or Bank transfer, please visit the Banking section in your Casino software.Should you experience any difficulties at Grand Hotel Casino please feel free to
consult our FAQ section.http://www.grandhotelcasino.com/faq1.asp
If you need any further assistance, please feel free to contact our E-mail support
or call our help desk directly on any of our Toll-free numbers.E-mail:
reception@grandhotelcasino.com (inquiries and competitions)
support@grandhotelcasino.com (technical support)
accounts@grandhotelcasino.com (accounts related queries)
manager@grandhotelcasino.com (rules and payouts)
Toll Free
United States of America 1 877 528 2496
United Kingdom 0 800 634 0062
Italy 800 781 060
Australia 1 800 014 6614
South Africa 0 800 996 180
France 0 800 913 228
Germany 0 800 180 8275
Spain 900 944 426
Portugal 0 800 880 222
Canada 1 877 952 2222
Hong Kong 800 903 650
Israel 1 800 944 1205
Japan 0 053 1780 012I guess the first question is.. Are you 100% positive you’ve only ever opened one account at any of their casinos at any time? Those casinos have been around for years, could you have forgotten and had an account already, then got another? Or… ever possibly logged into one of their casinos from a shared computer where someone else might also have an account there?
If you’re positive without a doubt that none of that could be an issue than it’s really wierd. Of course, casinos watch a lot of things for fraud now, and sometimes the innocent temporarily get caught up because of the bad apples that made those checks and balances necessary.
It pisses me off that it has to be this way. But there’s those few bad apple players as well as casinos themselves that ruin it for the rest.
I’ve cashed out from their sister casino Floridita, $750 from a free $10 once.. and not only did I receive it no problem, but they went out of their way to accomodate my situation at that time.
I feel good about playing there myself and I think yours will be fine.. so long as you didn’t use a computer someone else did also for the casinos. Then it’s just the identification thing, but you’ll be paid.
Congrats on the lucky play!
Hi Daera,
I get where you are coming from. But believe me when I say that I have been in this industry far too long not to know the different “mistakes” that can happen.
I did not use my aff tag, only use my laptop, whether I played at another casino of theirs in the past should really be no issue (Which I do not think I did – I cannot remember every single casino that I have played at – but this is definitely the definitely the first time at this casino) and I did not play using a bonus of any sort.
So all these factors should not hinder me in being able to play the money that is still left on the account. Remember that they sent me an email saying that my cashout has left the pending status (which is also rediculous, since they have the policy that you can reverse the withdrawal – a chance I was never granted) and yet I still cannot log in to play the rest of the fund (or withdraw it)
I am not really all that fussed about the money.. the fact that players can be treated this way makes me annoyed that I actually send people there and could lose a lot of money because of this.
PS.
I’ve cashed out from their sister casino Floridita, $750 from a free $10 once
CONGRATS!! :thumbsup:
I am really going to have to change all my reviews. I always metioned that online gambling is great, because you could play from anywhere – even while tavelling. I guess this is not the case. I was just other side the border, about 45 minutes away from where I live for a few days and played from there…
Absolutely insane.
Dear Mr. Lindsay Payne,
Thank you for choosing our Casino.
First of all, we would like to apologise for the inconvenience we may have caused.
Your casino account has been disabled because you connected to it and played from a country different that from one you registered in your account.
You will not be able to play with us until this situation is cleared. Should you wish to have your casino account reopened, we would be grateful if you were to reply to this email and send us the following documents:
* Copy of a form of Identification (passport, drivers license or other equipollont ID).
* Copy of one of your utility bills as proof of address.
* Written explanation and a proof of residence in the country you are playing from (hotel bill, plane ticket, etc…).Please feel free to black out any non-relevant or vulnerable information.
Our fax numbers are:
TOLL FREE FAX NUMBERS
Canada: 1866 665 7735
USA: 1866 600 3989
UK: 0800 056 7589
Australia: 1800 148 525
Hong Kong: 800 901 179
France: 0800 913 234
Japan: 0053 1780 053
Israel: 180 8441 210
Greece: 0080 0441 31318
Spain: 900 978 999
Germany: 0800 1830 428
Italy: 800 791 062
Portugal: 0800 880 269PAY FAX
+44 207 308 1359
Please enlarge the copies to ensure clarity of the information, and avoid unnecessary delays, and we will look into this matter as soon as we receive your reply.
If you require anything further, please do not hesitate to contact the casino support team on one of the toll free numbers listed below.
Best Regards,
Mark M.
GRAND HOTEL CASINOPlease feel free to consult our FAQ section should you experience any problems at the Grand Hotel Casino.
If that does not solve your problems, please use our E-mail support or call us directly on our Toll-free numbers.E-mail addresses
================
reception@grandhotelcasino.com (inquiries and competitions)
support@grandhotelcasino.com (technical support)
accounts@grandhotelcasino.com (accounts related queries)
manager@grandhotelcasino.com (rules and payouts)Toll-Free phone numbers
=======================
United States of America 1 877 528 2496
United Kingdom 0800 056 7591
Italy 800 781 060
Australia 1 800 014 6614
South Africa 0 800 996 180
France 0 800 913 228
Germany 0 800 180 8275
Spain 900 944 426
Portugal 0 800 880 222
Canada 1 877 952 2222
Hong Kong 800 903 650
Israel 1 800 944 1205
Japan 0 053 1780 012Hi Kevin
Just playing devil’s advocate here for a second, I think their is some logic in this sitiuation. Online casinos are required to put anti money-laundering measures in place under their licence agreements. My guess is this is one of those to prevent moving cash from one country to another.
A wayward example: lets say hypothetically you’re part of a drugs co-op and you’re operating in the US but need to transfer funds to Hans, the supplier, in Germany. With his connections and some dodgy documentation from Jurgen he sets you up a Deutschebank account in Hamburg. You deposit the money into Grand Hotel from your US bank or by Western Union/Neteller whatever, play a bit of Thunderstruck and then withdraw it (to your registered address in Germany via Bank Wire) and then you cruise over to Germany on Han’s new Yacht and withdraw the money.
That’s probably the sort of thing that goes on to avoid taking cash over borders so I’m guessing that security checks are in place for this purpose.
Cheers
Simmo!
Hey Simmo!
That may well be.. but my main beef here is the bull that has been fed and the runaround. It is 3 days later and now I only find out why. Surely the support the first day could have given me a reason? Also, it would be only good manners to let a player know that his account is being locked…
But the absolute silence and wishy washy responses the first 2 days are rediculous.
The thing is that I am now not surprised to see so many players complaining about casinos all over the place (Even when the casino is right).. it is the absolute disregard for common courtesy that they show.
I sent the documents that they required and the first email said that my account would not be opened until I do so, then I replied saying that they should check the attachment of the email.. they are there.. only to be told that they cannot open them. (I sent 2 word documents and 1 gif of my passport) I should now send it to the processor.. and they gave me the email address.
Why they simply could not forward it is also beyond me..
The little things.. the little things…
peralis wrote:The little things.. the little things…So true. Even my g/f accepts that now
Hi,
this really is a huge thing IMHO that the casinos seem all to willing to over look.
Where the hell does it say you can’t play from two different countries?
and don’t give me that BS about reading it in the terms. The freaking terms are so damn long that a person my age would likely be dead before finishing reading them and I understand that this is SOP and that if truth be told they could make the terms a lot shorter by rewording their BS to what they’re really saying …. if we want to screw you …. we can.
Now that said; the legit casinos that truly WANT to pay their winners because they’re smart enough to realize it will come back 10 fold …. need to make these little “glitches” made more easily seen that at the bottom of a terms page.
In other words … since you damn well know you’re going to have people playing from two different countries ( I can’t believe this hasn’t come up before now) why not put up a warning inside the casino telling people to avoid these EASILY avoidable pitfalls instead of letting them blindly walk into them?
GEEZ! honestly I bet I could increase any online casino’s income by 30% or more in 6 months just by simply doing these little things to avoid looking like some low-rent 3rd class casino that’s so hard up it has to steal $450 from its players.
I’ve said this for going on 6 years now; and still it falls on deaf ears. People ask one question when they come up against an obstacle for getting a cash-in: if they didn’t need this crap to take my money … why the hell do they need it to pay me?
and the rhetoric about money laundering etc is just a lot of babble to somebody who’s money was taken without a second word said … and yet goes thru such hoops to get paid.
So if all the claim is so freaking true that the casinos want to pay …. then take some measures to at least LOOK like you mean what you say!
To finish; I would think anybody in Europe would be expected to be playing from a different country at one time or another. Heck in my disclaimer I usually write something to the effect of “… don’t gamble if you live where its illegal but perhaps you can put this info to work when you vacation to somewhere it is legal”.
guess that’s a bad idea too.
… unreal the money involved in this industry to see such incompetence happen as often as it does.
That drug dealing example is soooo naff and out of order that it’s not worth commenting on Simmo. Do you work for Homeland Security or are you a senetor aide? It’s gotta be one of the two with examples like that.
:notify:Oh – and if you’ve gone through the EU in the last 10 years you’ll know that the road boarders are pretty much open – and you drive through without slowing down these days.
:blush:This is not about money laundering – and even if it was – a sum of less than $1000 doesn’t really wqualify does it? So let’s talk about the 99.99999999% of customers that are not part of an international drug syndicate.
:hehe:Why would it be wrong to PLAY in two different countries?
It’s was PLAYING in two countries – not withdrawing.
Pretty arbitary.Why not two states?
Two cities?
Two locations?Perhaps it is an internal safety/security thing.
Perhaps they’ve had too many customers ripped off by phishing scams.But then they should say so – and also say so upfront in their registration system.
