Grosvenor Casino - Refused a Bonus

Hi Villanmike,

Thanks for sharing your experience with Grosvenor Casino so far and I'm sorry that it's not worked out as you would have liked, my apologies.

I have a direct contact on the Customer Service Team and | will bring this to their attention today.

Best Wishes
Anthony

Hi There VillanMike,

Apologies for the difficulty that you had with our telephone lines. There are now back up and running as usual.

I have spoken with the UK Team who have confirmed to me the live chat session you had regarding this offer. In the live chat you were informed that this was not a reoccuring bonus and that this bonus would only be issued once per customer on the occasion of their first download of the app.

As you downloaded the app back in February, received the app download bonus and played through it you would not be eligible for it a second time.

I appreciate that this is not the outcome that you wanted and should you require further assitance then please call, email or live chat with the Customer Contact Centre who will do their best to help you.

Best Wishes
Anthony

Hi Anthony,

Thank you for the reply. Again, I have read your T & C's (As I have copied and pasted) and under no circumstances does it mention about receiving the same bonus twice. I think it is unfair that you send an email to a customer informing them to download something and they will receive a bonus only to be informed afterwards that is not that case. I seem to have a lot of trouble with Grosvenor Casino and their bonus scheme, however this is the first time I have complained. Remember, I was sent the email from yourselves offering me this bonus...Even if it was sent in error I believe you should justify the bonus.

Thank you VillanMike,

The bonus is offered for people who download our app for the first time to give them the opportunity to try what the app has to offer.

As you have already received this bonus when you first downloaded the app we would not award it for a second time to those people who simply uninstall and then reinstall the app again.

Best Wishes

AskGamblers Complaints Team is awaiting Grosvenor Casino team to provide the required information.

This complaint has been reopened as per Grosvenor Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Hey There VillainMike,

I am pleased to confirm that this query was escalated earlier this week and I have been able to confirm the following:

* Although you had previously received this 'once per person' bonus for downloading the app, our processes had not correctly recognised this and removed you from the list of recipients so you received another invite to your inbox

* We have awarded a goodwill bonus of an equal amount to the one that you were promised and we will ensure that the process is reviewed in future and that the email, in it's current form, will be updated

Thanks again both for your patience and for making us aware of this so that we could correct it.

Best Wishes
Anthony

Dear @villanmike,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Dear all,

Thank you for the response / assistance.

Dear Grosvenor Casino. I rate your casino very high and often get others to join. I am pleased you are still giving me the £5. I look forward to many more times on your casino.

Dear AskGamblers, thank you for giving me this opportunity.

Thanks all

villanmike

PS my username is villanmike73

Thank you.