1. Thank you for acknowledging that we’ve always paid you, and that you’ve always received your payouts.
Our records show that you are a Queen Tier status and made all your previous withdrawals from claiming match bonus offers, the dates being 31 August 2012, 6 January 2013, 24 January 2013 and 21 February 2013.
Therefore you clearly understand these wagering requirements as stipulated in our Terms and Conditions (and we quote): All match bonus offers need to be wagered through 40X by Black Diamond, Ace, King, Queen and Jack Tier players before a player can make any withdrawal. This section appears under General Terms and Conditions for Bonus Promotions and is available on this link:
2. Our records show that your $143.00 has been processed and paid.
3. Let’s straighten out, once and for all, your claim that Loyalty Rewards are not deemed as “free money”.
Please follow this link: http://www.betcasinograndbay.com/en/loyalty.htm where it shows clearly on the easy-find graphic that starts just below the tier pictures of face cards, that points can be redeemed for bonus money. Your tier status is Queen, and you will see a tick under the Queen Tier for the heading “Redeem Points for Bonus Money”.
By now, and with all the evidence we’ve provided, it’s clear that (and we quote):
•Players can redeem loyalty points for bonus money…
You will find the above on the link: http://www.betcasinograndbay.com/en/loyalty.htm.
Scroll down the page to the last section. It’s the very first paragraph to the right of your screen immediately underneath the pictures of the Television, the Bahamas Holidays and the Golf Holiday.
It is always understood that bonus money is also referred to as FREE MONEY, as is proven in the Promotional Terms and Conditions that you will find on this link: http://www.betcasinograndbay.com/en/terms-conditions/promotional-terms-conditions.htm
Scroll down to section 14 that we’ve copied and pasted here:
14. PAYOUT PROCEDURE AT GRANDPRIVE.COM CASINOS, where it states clearly:
Please note: The maximum cash-in amount on Free Money/Free Spins (No Deposit Required) is $/€/£150 (One Hundred and Fifty).
4. We’d also like to once again remind you of your acceptance and understanding of our terms and conditions when you opened your account.
On this link: http://www.betcasinograndbay.com/en/terms-conditions.htm you will find this opening paragraph:
By playing at any GrandPrive.com Casino it is taken that you agree to the General Terms and Conditions, as well as the Terms and Conditions that govern any and all promotions at any GrandPrive.com Casino
IMPORTANT NOTICE: Please carefully read the following legally binding Terms and Conditions between GrandPrive.com and you, The Player. Please feel free to print out these conditions and store them in a safe place for future referrals.
Herewith relevant portions of the terms and conditions that refer specifically to this matter, with links provided:
The Player warrants and certifies the Player's understanding and acceptance of the rules, terms and conditions detailed below. http://www.betcasinograndbay.com/en/terms-conditions/general-terms-conditions.htm
And because you accepted our terms and conditions, the following conditions obviously apply:
•The following terms and conditions apply to all bonus-promotions and offers. In addition to these key terms, please ensure that you familiarize yourself with the specific conditions applicable to any promotion in which you are invited to participate. http://www.betcasinograndbay.com/en/terms-conditions/promotional-terms-conditions.htm
•The standard casino terms and conditions shall apply to any and all actions between GrandPrive.com Casinos and the Player, and must be read with all relevant promotional terms and conditions applicable to each offer / promotion. http://www.betcasinograndbay.com/en/terms-conditions/promotional-terms-conditions.htm
5. We’ve also corresponded with you via personal email when we became aware that were disgruntled:
Your initial complaint that we received read as follows, and we quote (sic): Why was $2,211.00 deducted from my withdrawal???? The terms and conditions of the Loyalty Points state that I may withdrawal any amount over the Loyalty Bonus, and only the Loyalty Bonus is forfeited.
On Wednesday, 27 March, our Customer Liaison Officer, Adrienne sent you an email explaining that you misunderstood the terms and conditions with regards to Loyalty Points. She also provided you with all the relevant links so that you could check for yourself.
You also claimed that this “message” appeared (although you earlier claimed that you found this in the terms and conditions. Both statements are false.) We quote your comment: Upon redeeming the Loyalty Points the message states that you may withdrawal any amount won which is above the Loyalty amount credited. The Loyalty amount will be forfeited and the rest may be cashed in.
Adrienne pointed out that we do not have any such message, and that the message that actually appears is the following:
"You have successfully claimed a loyalty award. Your loyalty points have been reduced by 2500 points."
This was your reply to that mail: Sorry, not acceptable! You've stolen my winnings and that's FRAUD! As previously requested, please provide the contact details for your legal department so that I may pass on to the US Gaming Commissions and US Attorney General.
On 28 March, Adrienne again wrote to you, again provided you with the links, and again explained that you’ve misunderstood because it was quite clear from your very first complaint that you in fact did not understand the terms and conditions with regards to loyalty points at all.
She also invited you to send a formal complaint via email and provided you with the relevant telephone number as well as an email address, as per our standard procedure when we receive complaints or queries.
On 28 March, this was your reply to that email (sic): Nothing you say is going to deter me. You are fraudulent and I'm reporting you. As requested for the third time now, please provide the contact details for your legal department, so that I may provide the to the proper authorities.
On 1 April, over the Easter Weekend you sent this message to Adrienne: Ignoring me will not make the problem go away. You need to respond!!
Adrienne replied on 2 April that she was not in the office over Easter, and therefore was not able to respond at that time, but that we were attending to your complaint.
We also responded publically to your post on AskGamblers, and referred you to the private correspondence so that the matter could be dealt with that way.
You then posted the following on AskGamblers: The purpose of me filing the complaint via this website is that I do not want it to be private. It is the public's right to be warned off playing at a casino that is fraudulent. Regardless, any "private" message received thus far has not been satisfactory. You've outright refused to pay what is owed and refused to provide the contact data for your legal department, as I wish to file a complaint with the US Attorney General and US Gaming Commission.
Acting on your wish that you were not interested in private correspondence, Adrienne then did not reply to you, and our follow up was posted on AskGamblers:
As we’ve explained in reply to your post on the forum, as well as correspondence you received from us, we are not in breach of any of our terms and conditions, and we’ve also pointed out that all players have to acknowledge that they both understand and accept the terms and conditions before they open an account with us.
Our records indicate that you did exactly this on 22 April 2011 when you opened an account with Casino GrandBay.
Since then you have cashed in on 31 August 2012, 6 January 2013, 24 January 2013 and 21 February 2013, totalling a substantial amount. All these cash-ins were paid in full, without any problems or issues from either side.
This complaint of yours however involves your Loyalty Points being converted to Bonus Money, which is also termed Free Money (no deposit required), and the maximum cash-in amount on this is $150. We would like to again refer you to the appropriate links for our terms and conditions relating to this:
Promotional-Bonus Terms and Conditions: www.betcasinograndbay.com/en/terms-conditions/promotional-terms-conditions.htm, Section 14, where it states clearly that the maximum cash-in amount on Free Money/Free Spins (No Deposit Required) is $/€/£150 (One Hundred and Fifty);
Plus the additional link to our Loyalty Programme: http://www.betcasinograndbay.com/en/loyalty.htm where it’s indicated very clearly that you can only redeem Points for Bonus Money. Bonus Money is Free Money and therefore Section 14 applies.
We’ve replied and responded without fail to your correspondence on this matter, and we’ve also supplied you with all the relevant contact details, as per your request. In a further effort to resolve this issue, our appropriate representative will contact you telephonically on 2 April 2013 to discuss your complaint.
In order to be clear, we want to set the record straight regarding your claim that a message pops up when you redeem loyalty points: the message you “quoted” does not exist as we’ve clearly pointed out in correspondence to you. This is the actual message that comes up: "You have successfully claimed a loyalty award. Your loyalty points have been reduced by 2500 points."
We are now taking a strong stance with regards to your allegations of fraud as this is not the case and currently constitutes libel. We still hope that we can settle this matter amicably, but we have to be upfront that we are not going to make an exception in your case.
We welcome the public platform because we have nothing to hide. We do not owe you any money, we have not refused any information, in fact, we’ve been very accommodating in the light of your serious and unfounded accusations.
The facts are irrefutable and your claims unsubstantiated.
Casino GrandBay Administration
On April 5th (a Friday) you then sent this email to Adrienne (sic): Not only do you not reply, but you haven't even paid the $143.00!!!! And you say your not fraudulent?
To which Adrienne responded on April 8th (Monday): Tanya,
I'm sorry if we misunderstood each other, but you indicated in your post on AskGamblers that you were not interested in private correspondence. Because of that, I did not write to you.
I believe that you've been informed that you will receive your $143 any day now.
Please let me know if you require anything else from my side.
As mentioned before, we now know that your $143.00 has been paid to you.
Judging from the repetitive nature of your statements and a stubborn unwillingness to accept the facts, you leave us very few alternatives to assuage this situation. You’ve repeatedly and unnecessarily blocked or refuted all attempts to see reason, and you’ve refused to accept proof and information provided.
We believe that it is clear to anybody who’s either followed this string of communication, or just this post, that your mistaken and ill-advised allegations and your false statements have been dealt with sufficiently.
We have provided you countless times with relevant contact information, and have explained that all complaints must be received in writing and via the proper channels, as per the standard way we operate. We invite you to put your complaint in writing to complaintsadministrat[email protected]grandprive.com.
We have gone above and beyond what is deemed necessary to accommodate your unsubstantiated claims, and every time we provide proof that refutes your accusations, you either ignore the facts or come up with a new angle or claim.
On the link http://www.betcasinograndbay.com/en/terms-conditions/general-terms-conditions.htm under the heading Recovery of funds: we refer you to number 9:
9. Casino Grand Bay and the Player shall not commit, or purport to commit, the other to honor any obligation other than is specifically provided for by these Rules.
Above mentioned point (9), which you’ve agreed to, now takes effect.
It is time you acknowledge that you misunderstood or didn’t familiarize yourself properly with the terms and conditions, and that your claims are without basis. From our side, we now consider the matter closed and will not entertain these unwarranted allegations any further.
You may proceed as you see fit, but we have provided all the necessary evidence and is confident of no error or fault.
Casino Grand Bay Administration