Casino Grand Bay - Withdrawal Reneged
Resolved - This player has confirmed that they've managed to resolve their complaint without our intervention. Our understanding is that they will only be receiving $150 and will not be playing with Casino Grand Bay again.
Read our Casino Grand Bay Review.
Grand Bay Player account : [EDIT]
I have been a player at Casino Grand Bay for 9-10 years.
I recently made a withdrawal (the second in 10 years - the first was 7-8 years ago) that I had made with loyalty point cashback, I had accrued on my play. My withdrawal of $2,176.00 was processed at 4/12/2016 10:49 AM (US Eastern Standard Time). At that time they removed the $150. the loyalty point cashback amount I had used to play and win with - I was told this is standard practice. All playthrough requirements were met.The amount of $2026 was then processed and payment was made to the Visa / Debit card that I had used for making deposits on 4/18/2016 . My bank returned the payment back to Casino Grand Bay finance due to insufficient information they provided. After a month of speaking to every VIP host (I have Ace Tier VIP status) [EDIT] etc.. I was assured over and over that the payment would "hit my bank account Any Day Now" I was given an ARN # from their finance dept so my bank could track the payment made to my Visa/Debit and was told by my bank, payment had bounced back weeks ago. Finally it was decided on 5/10/2016 my withdrawal would be re-issued by courier check. Today - May 11th 2016, I called once again to find out exactly when this payment would be processed, as a month had gone by and was rudely told they were only going to pay the amount of $150. because my winnings were from loyalty point cashback. I was told I should be grateful and that an exception was being made to even pay that amount.
I am shocked - horrified beyond belief at the treatment and disrespect this casino has shown a loyal player with the VIP Ace Tier status I have. First, they honoured my withdrawal sent the payment to my bank account and when the payment bounces back all of a sudden I am not entitled to my winnings? I was told it was miscommunication on MY part and their ENTIRE VIP staff and that the Finance Team had made a mistake ?? I feel violated and am beyond mortified.
Can you help resolve this - I cannot bear to speak with ANYONE at Grand Prive support again.
I can be reached at [EDIT]
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