I opted in to a live casino tournament that was held on 8-11 march. I played over 70k pounds for the tournament. I should have won the first prize. I was not credited. The rankings the next day dissapeared. I spoke to livechat but I only got a promise I will get a response. Here is the chat :
Chat Started: Tuesday, March 16, 2021, 15:29:22 (+0000)
Chat Origin: Grosvenor_Casinos_En
Agent June
( 3s ) June: Welcome to Grosvenor Casino Live Chat! My name is June. How may I help you?
( 56s ) Catalin Dan: hello I played for a Live Casino tournament in 11 March
( 1m 6s ) Catalin Dan: I talked about this with the supporty
( 1m 38s ) Catalin Dan: you said i will receive an answer on my email
( 1m 56s ) Catalin Dan: I believe I have one that tournament, or placed at the top
( 2m 31s ) Catalin Dan: I should have received a prize bonus
( 2m 38s ) Catalin Dan: but i haven't received anything
( 2m 53s ) June: Hello, I am so sorry for the inconvenience caused Catalin, no worries to have, let's check on this together, can I please grab your username and Date of birth to locate your account?
( 2m 56s ) Catalin Dan: the promotion is not on your website anymore and I can't even see the final results
( 3m 9s ) Catalin Dan: cataboy0 11.04.1986
( 3m 32s ) June: Thank you. Lastly, may I also confirm if you are the account holder?
( 3m 38s ) Catalin Dan: yes
( 4m 51s ) June: Thank you, Catalin
( 5m 46s ) June: Please allow me a moment to check :)
( 6m 1s ) Catalin Dan: ok please
( 7m 52s ) June: Thank you :)
( 11m 39s ) Catalin Dan: i am still waiting no worries
( 14m 40s ) June: My apologies for the delay, Catalin
( 14m 50s ) Catalin Dan: no problem
( 15m 16s ) June: I can see that you opted for the offer but did not qualify for a prize.
( 15m 50s ) Catalin Dan: i played 70 000 pounds on livecasino
( 16m 4s ) Catalin Dan: i doubt that i didn;t earn any prize
( 16m 12s ) Catalin Dan: please show me the results
( 16m 40s ) Catalin Dan: it must be an error
( 17m 16s ) June: I certainly understand your point here, Catalin
( 17m 59s ) Catalin Dan: i played at grosvenor exclusive so every 10 pounds gave me 2 points. I should have 14000 points
( 18m 11s ) June: I only have the prize list on my end, but I will escalate your concern to the relevant team for the to check and get back to you within 10 working days if not lesser.
( 18m 37s ) Catalin Dan: how many points did the winner got ?
( 19m 21s ) Catalin Dan: i wanted to play for the 50k tournament as well , but now I am not confident you will honour the prizes if i win :(
( 20m 4s ) June: I am sorry for the way you feel, please allow me a moment, Catalin
( 23m 15s ) Catalin Dan: ok i will wait
( 25m 25s ) June: Thank you, Catalin.
( 26m 58s ) June: I have double checked and you are not in the crediting list. Rest assured, I am escalating this so that it can be reviewed by the relevant team. They will get back to you within 10 working days, with a final outcome?
( 28m 37s ) Catalin Dan: ok but i am very dissapointed
( 29m 25s ) Catalin Dan: i wanted to play this other tournament but i will not , i will part with my money with some other bookmaker, where i get paid if i win tournaments
( 31m 1s ) June: I am really for the way you feel and certainly understand your situation. Rest assured, we will have this reviewed and if you are eligible for a prize it will be added to your account.
I have not been contacted since.
