HELP!!

Posted:16.11.2007, 18:16

I am at my wit's end!! I just wanted to share my awful experience and receive any advice you guys may have.

Ok... on Oct. 11th I hit all the wilds on Cashville betting 200 credits. I hit for $5000 at Casino Grand Bay (Grand Prive Group) !!! So I cashed out at $4100. Wonderful! Well, I waited and waited for my check. I find out 3 weeks later (via e-mail) that my checks will be no good because the account they were drawn on was closed. So there I was... not able to cash in my winnings. This is after waiting 3 weeks for my check to arrive. So, they said the check could be cancelled and they can send my funds to my bank account via ACH. Fine... however, to cancel the check it would take 3 -5 business days, and then 3-5 business days for them to transfer to my bank account . They told me yesterday the check hadn't been cancelled yet! I had requested the check be cancelled on last Tuesday, 11/6! 10 days ago. Today they told me the check was cancelled but it will take 5 business days from Monday for the funds to reach my account. I don't even know if they're telling me the truth because I have heard so many different stories from their customer support.

I chatted with the folks at Grand Prive to request I be comped for all of this aggravation. This is how it unfolded:

Please wait for a site operator to respond.
You are now chatting with 'patrick'
patrick: Hello, you have reached casino Support. How may I help you?
erin: hi patrick - i wanted to know if i could possibly get a free chip due to the difficulties I've had receiving my cash-out (check that was sent to me was no good).
patrick: I'm sorry for the delay. I'll be right with you.
erin: ok
patrick: have you received your funds though?
erin: nope
erin: it's been over a month
erin: i have to wait for the check to be cancelled and the funds (supposedly) will be sent ACH
erin: the account that the check had been written on was closed so i couldn't cash the check, after waiting 3 weeks for them.
patrick: Erin can only consider crediting you with a comp once the matter has been resolved.
patrick: We can only consider crediting you with a comp once the matter has been resolved.
erin: what do you mean when the matter has been resolved? it's not my fault you guys sent me a bogus check. i feel it would be considerate to comp me for this inconvenience.
erin: all i'm asking for is $15 or $20 free chip. this has been hell cashing out with you guys
patrick: Yes, I do understand that, and I am not disputing that....
patrick: However as I mentioned, we can only do that once the matter at hand has bee resolved.
erin: is there a manager i can speak with?
patrick: currently you qualify for the following promotion....
patrick: YOUR WEEKEND OFFER: PIN: NDFLM5
patrick: Get a 50% Match Bonus up to $50 FREE between 6h00 (EST) on Friday, 16November 2007, and 6h00 (EST) on Monday, 19 November 2007. All you need to do is purchase $20 or more to dream, dare and play!
patrick: There is no manager on shift at the moment....
erin: i don't want that promotion as i have to deposit more money which i may never see due to the current issue.
patrick: there is only a shift captain, a senior consultant.
erin: can i speak to the shift captain then?
patrick: I will be right with you.
patrick: one moment, i will put you through
Please wait while I transfer the chat to 'Tina'.
You are now chatting with 'Tina'
Tina: Hi Erin
Tina: How may I assist you ?
erin: hello, as i explained above i feel it would be a courtesy to receive a free chip due to the difficulties i've had receiving my cashout.
Tina: We cannot credit your account with a bonus until the matter is resolved
erin: why is this?
Tina: Our policy is to have the matter resolved before compensation can be given
erin: but you guys sent me a bogus check... is that normal???
Tina: We experienced a problem with the checks that were sent out
erin: and for that i should receive some kind of compensation
Tina: The company that issued our checks closed down and we re-routed our check payments via another company but there has been huge delays because of the large volumes.
Tina: yes you will once you receive the cashin
erin: what would be the purpose in that though? i'll have my money (whenever that will be). you guys can't spare a $20 free chip to keep me as a customer????
Tina: We cannot credit you with a bonus until you receive your cashin
Tina: Is there anything else I can assist you with ?

Unbelievable!!! This was my first cash-out with any casino and this has been a horrible experience. They have been very unhelpful and rude.

All I can say is make sure you know ahead of time an easier way to receive your winnings...

I'm not sure if I'll ever see that money

Posted:16.11.2007, 18:26

WOW, I don't play at those places because my state is banned, I sure hope you can get this all worked out soon

Posted:16.11.2007, 18:53

Thanks nettelarr42794... me too, me too

Posted:16.11.2007, 20:28

I cashed out from Casino Grand Bay about a month or two ago with no trouble at all. Guess I was lucky. Got a check from them and had no trouble with it at all. But from what I have seen lately on the "NET" I was lucky.

Hope you get it resolved.

Posted:16.11.2007, 20:48

Hi anniemac,

Thanks! I know I probably "fell" through the cracks... guess I'm just frustrated because it has taken over a month and still no winnings. It will come when the time is right I guess

I hope...

**Moderator**