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Grosvenor Casino - Claiming software glitches and refusing to honor legitimate win

RESOLVED
Complaint Info
Disputed casino Grosvenor Casino
Reason Software glitch
Amount £ 387
Posted on August 29, 2017

.After a series of bets which equated to losers & small returns with no "glitches" I placed a decent sized bet of £12 straight up on the number black 28...The bets were on...The wheel spun....The ball landed in number black 28....Then after a small hesitation I received a message to contact customer support...My wager was taken...My winnings were not paid out.
I contacted customer support as advised immediately.I explained the senario.I was advised by the vip team that it would be looked into & they would get back to me.
They called me back & the feedback was..The tech team had looked into the issue & 28 did not come in & they offered to send me the record of the numbers sequence which 28 was not on.
Following what I knew to be inaccurate tech feedback I went back into the speed roulette room & luckily enough I was able to see the last 500 bet results & there right in front of me as plain as day was the sequence of numbers that had been verified by the vip team but this time clearly showing the number 28 did land & was exactly where I stated it was
Thankfully I was then able to take a photo of the evidence required to escalate & prove my case.On receipt of the evidence I now had, I was told that they would go back to the tech team & get back to me.
They then got back to me with the following feedback..Summary as follows:
1) Yes 28 clearly did come in they found it & verified this fact
2) Yes you did place a bet of £12 staight up on number 28.Fact verified
3) Yes they took your wager for the bet & infact still have the £33 for the total bet laid out which included £12 on number 28
4) Regardless of the above we will give you your stake back of £33 for the wager & will not honour the winning wager of £387
Following this & after some persuasion & reassurance that by returning my stake it would not alter my "case for winnings" I excepted that they could pay back my stake which they then did & I escalated the complaint to Grosvenor management.
The feedback from Grosvenor management was.........Summary as follows:
1) After further investigation we can confirm that your stake was not taken
2) We will be doing staff training as you were not given correct information
3) We will give you a goodwill gesture of £50
4) We can not be held responsible for a softwatre glitch on our end,its complex & happens
My complaints are:
1) How can they hide behind t&c's/software glitches when thier investigation clearly showed me placing the winning bet & my stake being taken
2) How can they use a glitch in software as a reason not to pay out on a substantial win when after thier own investigation they had evidence & a record of the bet in question.
3) I have now been given 3 different reasons why my bet didnt pay out which implies dishonesty,deceit & an inadequecy of the software in use.
4) Does reliable adequate software tell you a number didnt feature in a sequence when it clearly shows in the game software history
5) If the Grosvenor can confirm the bet,why are they not obliged to honour it
Thanks
Jillee1

AskGamblers
Posted on September 2, 2017

This complaint has been reopened as per submitter's 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.

Posted on September 5, 2017

Hi Jillee1,

My name is Anthony from the Grosvenor Casino website.

Just wanted to respond to thank you for raising this with us and to apologise for the experience you had on our site. I have now raised the issue with both the Tech Team and the Customer Service team so that you receive a full and proper response to this complaint. They know that there was a delay in resolving this forst time around so I have asked them to come back to me as soon as possible.

Please accept my apologies; I am confident that we will have a resolution for you very soon.

Best Wishes
Anthony

Posted on September 5, 2017

Hi Anthony
Thank you so much for responding.As a long term 30 year vip member of the grosvenor casinos, I have been absolutely gutted at the response I have received to this whole "incident". I caught it immediately,I provided photographic evidence & I am a loyal,regular & honest player.
Just a couple of pointers for your information.I first thought the bet should have paid £432..That is £12 straight up on the number,but I was corrected by the vip team who after "investigating" said the bet I placed would have paid £387.Hence I only know this because this info was fed back to me & per tech team feedback via the vip team.
I tried on numerous occasions to get the only honest resolve to this but felt "stonewalled" & "unheard" at every turn.The last attempt I made to speak to "higher" management,I ,infact got the same "support vip team leader" I had already spoken to who told me that there was nowhere else I could take this now "its over" "it happens with online gambling"as far as Grosvenor was concerned its finished.I was also advised to get in touch with IBAS if I wanted to complain.
Again ,thank you for taking this seriously,& I do feel somewhat relieved of my frustration & disappointment knowing that there is a good chance i'll get the monies that I legitimately won & restore my faith in the Grosvenor
Thank you
Jillee1

Posted on September 8, 2017

Very disappointed that I am still out of pocket weeks later & still no resolve to what has been ongoing for far to long already.I had faith following your response, that this would be resolved,certainly by the end of today & the monies which I legitimately won would be back in my account.

Posted on September 11, 2017

Morning Jillee1,

I'm sorry that this has taken so long and I know that it must be very frustrating. I've been in touch again with the teams looking into this to make sure that they are aware of your frustrations.

As soon as I have any more information to share I'll respond here.

Many Thanks

Posted on September 11, 2017

I'm pleased to report that my complaint has been resolved to my satisfaction with many thanks to this website for their extremely helpful input.
I received £383 in total,so,whilst the Grosvenor did not pay out on the win,they did make up the monies I would have won in a series of "cash apology payments"
Thank you again!!!

AskGamblers
Posted on September 11, 2017

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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