Grandbay casino steals winnngs from players

----- Original Message -----
From: GP Support
To: [email protected]
Sent: Wednesday, March 18, 2009 7:01 AM
Subject: Congratulations!!!


Dear Mary

Congratulations on your win!
I am pleased to inform you that your tournament win of 500 points has been credited to your casino account.
Good Luck

Should you require any further assistance please feel free to contact us.

Regards
Ian Smith
Player Services
----- Original Message -----
From: GP Support
To: undisclosed-recipients:
Sent: Wednesday, March 18, 2009 9:11 PM
Subject: Tournament winnings!


Dear Valued Player

I hope this e-mail finds you well.

Congratulations!!

Please note that your account has now been credited with loyalty points for your fantastic win in our recent MPV tournament.

Please do not hesitate to contact us with any further queries.

Kind regards

Raymond Murray
Player services

----- Original Message -----
From: GP Support
To: [email protected]
Sent: Monday, March 30, 2009 1:26 AM
Subject: Your recent winnings!


Dear Mary

Thank you for your recent enquiry.

The reason for points expiry is that the account has been inactive for more than 360 days. Tournaments do not count towards activation of an account.

You have won 500 points in the tournament and this has been credited to your account, however, due to the fact that your account remained inactive all points credited will expire if there's no activity for 24hrs after the credit.

Your 500 points cannot be redeemed, as redemptions are only allowed from 1 000 points, to get there, you would have to make a purchase and wager for another 500 points and only once you have a minimum of 1 000 points can you make use of/redeem them. We will gladly reimburse the expired 500 points tournament winning if you reactivate your account.

We look forward to your account activation!

Kind regards
Greg Smith
Customer Support

as stated this was a free tournment I won on and they took the winnings because I do not deposite, but in a chat Al said winnings do not expire so what is up with that now others are not even getting their winnings and your site supports this conduct??

mary clark: fine activate accout so I can play in free tournment

mary clark: will not deposite do to your lies and THIEVERY

Al: Ok Mary.  I've reviewed your account and found that in your case you were not supposed to be able to play in the tournament.  The reason you were not supposed to be able to play is that you are a red tier, and the tournaments are for Jack and above.  So your points did not actually expire, they were simply revoked as they were credited in error.  My apologies for this inconvenience.  Your account is active at the moment, however we do not offer any free play promotions at this moment.

mary clark: free ournments are for any player

mary clark: depositing or otherwise

mary clark: that is advertised on the downlosd site

mary clark: but I will copt this and post ir

The following is a copy of the live chat I got at GrandBay Casino:


Please wait for a site operator to respond.

You are now chatting with 'Scott'

Scott: Hello and Welcome to our Live Chat service.We would like to verify your details for safety and security reasons before we proceed.

Scott: Kindly provide your full names, complete home address (for cashins), full phone number, date of birth and your registered email address.

Ken Spencer: Kenneth Spencer, ************

Ken Spencer: Yesterday I inquired about my cash back bonus on my deposit I made on Saturday. The customer rep ask that I forward the e-mail I received to him and I did. I still have not heard or seen the credit in my account.

Scott: Would you mind waiting one moment while I access that information for you ? I appreciate your patience .

Ken Spencer: okay think you.  ***long wait***

Scott: Ken, thank you for your patience, I will not be much longer ***another long wait***

Scott: Ken, I apologize for the inconvenience but our system has just gone down, would it be possible for you to contact us again a bit later

Ken Spencer: i have waited 2 days now

Ken Spencer: can't you just credit my account with a $25 bonus?

Scott: I apologize for the wait Ken however there is nothing that I can do at the moment as the system has gone down at the moment

Ken Spencer: It seems the "system" always seems to go down. and when I return later I have to go thru the whole story again and after another long wait I get the same answer, the system is down please contact me later.

Scott: Ok Ken, will do

Scott: Is there anything else I can assist you with?

Ken Spencer: you didn't do anything

Scott: It has been a pleasure assisting you. Have a fantastic day!

Ken Spencer: Wait

Ken Spencer: you have not assisted me yet.

The lastest in the live chats with this site: VERY SHADY CASINO!!


Please wait for a site operator to respond.

You are now chatting with 'craig'

craig: Hello and Welcome to our Live Chat service.We would like to verify your details for safety and security reasons before we proceed.

craig: Kindly provide your full names, complete home address (for cashins), full phone number, date of birth and your registered email address.

Ken Spencer: Kenneth Spencer, *******

craig: Thank you.Your details have successfully been verified. How may I help you?

Ken Spencer: Craig, you are the third person I have had to talk to about this and I hope you can help and not make me wait forever and tell me that the "system" is down.

Ken Spencer: I am still waiting on a cash back bonus for a deposit I made on Saturday.

craig: Cash back bonus for Saturday

craig: Ken that promotion expired already

Ken Spencer: what are you talking about? I was given an e-mail and sent it to your support center. Ken and Scott were going to check it out and call me back and I didn't receive a call or any reponse.

craig: Ok did you send that email to us already

Ken Spencer: I have been waiting for 2 days now.

Ken Spencer: Yes I sent the e-mail.

Ken Spencer: Scott was going to CALL me when the system was up and running.

craig: To what email address to you send it to

Ken Spencer: The one KEN AND SCOTT gave me.

craig: Ken we will need that email so we can run it with our promotions team as we not aware of such promotion

Ken Spencer: Please do not make me go thru all this again. I am a depositing player.

Ken Spencer: I sent the the e-mail already.

craig: As soon as I receive the email I will forward it to my promotion team and will get feedback when they get to the office in the morning

Ken Spencer: THE E-MAIL WAS SENT YESTERDAY!!!!!

Ken Spencer: THIS WAS SUPPOSE TO BE TAKEN CARE OF TODAY!!!

craig: Ok if you have send the email then the promotion team is busy investigating the promotion, but as I advised we are not aware of such promotion

craig: I will forward another reminder to them and will get feedback when they in the office

Ken Spencer: Until then I will no longer use your site. I have copied all the live chats on a website and have received a lot of feedback on how bad this site is to it's customers.

craig: I apologize for the inconvenienced caused but we will need that email and we will have to wait on the promotion team to get back to us regarding the bonus

craig: Is there anything else I can assist you with?