Jump to content
icon Ag awards
icon
Notifications
Login
EN

gemneye73

Members
  • Posts

    1
  • Joined

  • Last visited

gemneye73's Achievements

  1. Hello. Been waiting for you to respond to my message from Jan. 18. 

    1. ValDes

      ValDes

      Hello there, 

      Could you please elaborate further and let me know more about that message since I didn't get any from you. 

      Thanks. 

      P.S. Please send me your response via email [email protected] or using forum private messaging system. 

    2. gemneye73

      gemneye73

      Grand Eagle Support sent me a private message through this account. - GeneysAffiliates. 

       

      The exchange we had is below and I am showing a screen shot as well. 

      Hi gemneye73

      Thank you for your query 

      Please can you provide me with your Email Address and First and Last name so we may access your account and assist you accordingly 

      Kind Regards

      Genesys Club Casino Support 

       Quote
      gemneye73
      Report reply
      gemneye73  0
      Replied: January 18

      Sure!

       

      [email protected]

       

       

      CaSandra Minichiello

       

      I'm not sure which information askgamblers has shared with you but briefly. 

       

      Grand Eagle accused me of having multiple accounts therefore my account was locked. 

       

      After winning the Great Wheel jackpot, 2 friends who live in the same apartment complex signed up for accounts and as far as I know, their accounts are still active. If Grand Eagle truly believed those were my accounts, wouldn't they also be closed?

       

      Kim from Grand Eagle support provided the 2 names of the similiar accounts (shares the same street address since we live in an apartment complex) which we sent in their documentation to show their identity. 

       

      She also stated that even when we send in documentation, they would still not unlock my account and that was their final decision. 

       

      But I did not breach these terms:

      3.4 You are only allowed to have one account at Grand Eagle Casino and there are no costs associated with opening your account. Grand Eagle Casino reserves the right to close all multiple accounts and, should management have reasonable grounds to suspect that the multiple accounts were opened with fraudulent intentions, we reserve the right to cancel any transaction related to the suspected fraud attempt.

       

      Second:

       

      Grand Eagle support refused to allow me to process my withdrawal. This is from their support:

       

      "Kim:
      Your withdrawal wouldn't have been paid either as you won off multiple bonus claims"
       
      I explained to her that I used a couple of free spins, met the playthrough requirements, forfeited the bonuses and also made a deposit. 
       
      Their support stated:
       
      "Kim:
      I understand that, but the terms and conditions overrule any requirements being met"
       
      Then she stated:
       
      Kim:
      You need to make a deposit between bonus claims, not after the fact
      Kim:
      You won on a loyalty bonus, which was earned from the other free stuff you had claimed.
      Kim:
      8.4.1 A player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question), any winnings generated from this bonus will be null and void.
       
       
      But I made a deposit per 8.4.1 and no where in the terms and conditions does it state that you have to make deposits in between and Kim even states that the terms and conditions overule requirements. Kim also told me that the terms and conditions "are law around here". 
       
      Kim further stated:
      "Kim:
      You won off consecutive bonuses, it's not about when you depsoited, it's about when you won"
       
      Additional information:
       
      Player:
      so why do you allow multple bonuses on the site if they are not permitted?
      Kim:
      The terms and conditions are the law around here, you breached those, therefore you will not be entitled to claim the winnings, or access your account.
      Kim:
      You claimed and won off a loyalty bonus.
      Player:
      off of the 10 free "credits"?
      Player:
      i would like access to my account to see for myself.
      Kim:
      Yes, and if you read through the terms and conditions, you will see that Loyalty bonus is a free bonus, and it adheres to the same terms and conditions as any other free bonus.
      Player:
      so you're claiming i breached the terms but won't allow me to see my account
      Kim:
      I will not be able to do that for you Casandra
      Player:
      but in that case, then any ONE who ever uses a loyalty award or other free bonus will never be able to claim ANY winnings according to you.
      Kim:
      Of course they will. This is how it works, even according to the terms and conditions - claim bonus, make deposit, claim bonus, make deposit, claim bonus, make deposit and so on and so forth.
       
      However, the terms and conditions do not match her statement. 
       
      I simply want to be treated fairly and understand the terms and conditions. I would like access to my account to view the claims being made against me and if I can't access my account, then provide a copy of my playthrough so I can see it for myself. 
       
      Copying the two sections where I feel I met the requirements of the terms and conditions:
       
      8.4 Player’s that have never deposited at the casino, may only make a withdrawal on any bonus, free spins or loyalty points, once a real money deposit has been made by the player. The deposit made, will not be combined with the withdrawal amount, but rather placed in the player’s account once the withdrawal has been paid out. The player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions.
       
      8.4.1 A player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question - (I did make a purchase)), any winnings generated from this bonus will be null and void.
       
      8.4.1.5 Free spins awarded for or as part of a deposit where no deposit match offer has been claimed, must be "played" first, prior to your deposit being wagered, failure to do so will result in any winnings being forfeited. The deposit and the bonus money won off any free spins set, must be played as one balance.
       
      I played through the free spins, received the bonus money,then met the requirements and forfeited. I believe I had about $300 in my account and attempted to process a withdrawal and then reversed it (I didn't do this to claim this as a deposit). I then made a $20 deposit. 
       
      I don't know when I claimed the 10 credit loyalty bonus - if it was before or after I made the $20 deposit. 
       
       
      Thank you very much for looking into this! 
       
      Regards, 
       
      CaSandra
       
       Quote  Edit
      gemneye73
      Report reply
      gemneye73  0
      Replied: January 26

      Hi.  

       

      Since my winnings were voided, will the money be returned to the jackpot pool for Dream Wheel? It was never returned back to the pool and Grand Eagle is not entitled to keep the money. 

       Quote  Edit
      gemneye73
      Report reply
      gemneye73  0
      Replied: February 1

      Hello! I haven't heard back yet from you and I have been emailing Grand Eagle as well. 

      Will the money be returned to the progressive? 

      Thank you!

       

       Quote  Edit
       

      image.png.1ac75bb333495d77a140504e394c3b06.png

      GenAff.JPG

    3. ValDes

      ValDes

      Hi there and welcome to AskGamblers. 

      Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. Unfortunately,  because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to review and handle any new cases within the specified time frame of 96 hours. We expect the issues to be solved by March 19th. Rest assured that as soon as AGCCS is back to normal operational state, your complaint will be reviewed in the fastest possible manner.

      Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

      Using AskGamblers Casino Complaints Service

      Let us know in case you need further assistance. 

  2. I live in Georgia, USA and was able to play via Grand Casino. It states in their terms and conditions that they can't process financial transactions (deposits or withdrawals) for players in the United States. But they did. So not sure if they violated their own T&Cs or what...But I was not restricted from registering. I have sent in a complaint about a related issue with them not processing a withdrawal - but that's not related to this post. My guess is that they can violate their owns terms when they want to.
×
  • Create New...