Hello. As a loyal customer for over 13 years, playing both online and at their London venues, I am extremely disappointed with Grosvenor’s handling of the 5% Cashback promotion. I was denied some cashback in legitimate credits over three days, despite having opted in to the promotion.
Customer support was dismissive, claiming I had not opted in and that my username did not appear, disregarding my consistent pattern of opting in to all available promotions on the website. They relied solely on system records, offered no investigation or goodwill gesture, and merely suggested that I should double-check the opt-in confirmation next time, as if it was my fault that they failed to recognise my qualification three times.
This new approach to customer service damages trust and feels cold and unreliable. Avoid if you expect proper customer care.
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