Ag Awards

Grand Eagle Casino - Stalling tactics

Complaint Info
Disputed casino Grand Eagle Casino
Reason Verification issues
Amount $ 550
Posted on July 22, 2014

On 8/30/12 @ 4:33 am I made a withdrawal of $550.00. Later that afternoon I received an email asking for a copy of my DL, etc; which I immediately emailed. Later I received a reply stating that there weren't any attachments. I verified that the original email did have the attachments, but I sent again anyway. After that I did not receive a reply. I contacted LiveChat and was told that this time they hadn't received the email at all. Okay, so now I faxed the documents 2x. Once again I did not hear back, so I contacted LiveChat again. Now they stated "Oh we're having a problem with faxes...please email". Once again I emailed. No reply. Contacted LiveChat again and they asked that I send in a "picture format". Okay, I then emailed in .jpeg format. Once again no reply. Then I proceeded to send from work email address in .pdf and .jpeg formats. After days again of no reply, I finally receive an email requesting the documents. Once again I emailed, no reply. On Sept 3rd I contacted LiveChat again and now they stated that I would be contacted shortly by a manager. Hours later I receive an email stating that they haven't been able to receive attachments in a week and that tech support was working on it. Now two days later again and still no response. I do not for a minute believe them. They make millions of dollars and their tech support cannot fix a simple email issue?

Posted on September 10, 2012

Dear valued Player,

We have received your complaint and would like to assist you and have this resolved as quickly as possible.

Firstly on behalf of the Casino we sincerely apologize for the inconvenience this situation has caused and trust that we can assist you in having this resolved as quickly as possible.

In order for us to take a closer look at your account we will require your email address. Please send an urgent email marked with “Attention James - AskGamblers” in the subject line to suppor­[email protected]­ran­dea­gle­cas­ at your earliest convenience. I will personally take care of this for you.

Thank you for bringing this matter to our attention and we will await your response before concluding this matter.

Yours sincerely

James < surname removed >

Grand Eagle Casino – Senior Host

Posted on September 12, 2012

Dear valued Player,

We have not yet received a reply from yourself however if this has since been resolved please feel free to contact us so we can still have the opportunity to look into your query and see if there is something we can change to better assist you in future.

On behalf of the Casino we sincerely apologize for any inconvenience this may have caused. Our Tech Team did advise us that we experienced a slight glitch with our email server over one weekend where attachments were not filtering through as normal. This was resolved and we have had no further issues like that.

Please let us know if there is anything further we can do for you as we would appreciate the chance to take a closer look at your account and see where things went wrong so we can fix it.

Thank you once again for bringing this matter to our attention and we look forward to hearing from you in the future.

Yours faithfully

James < surname removed >

Gran Eagle Casino – Senior Host

suppor­[email protected]­ran­dea­gle­cas­

Posted on September 13, 2012

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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