Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
shebsolo submitted a complaint.
Palace of Chance Casino responded.
shebsolo responded.
Solved successfully.
Non payment of approve winnings/ignored emails
Shebsolo was offered a promotion by email that stipulated 300% no restrictions Keno and Slots Bonus. When she played black jack with the winnings it negated the promotion and the subsequent winnings associated. I have reviewed the account, overturned the deductions and reinstated the account to its original standing. This decision was based on taking into consideration the player was not intentionally miss-using the bonus it was simply a misunderstanding of the terms technically she should have redeemed all the funds first or made a new deposit in order to play our other games.
Thanks,
Marty Davis
Sr. Marketing Manager
Gambling Wages
Email: md@gwages.com
Dear Scuter whomever you are, I want to thank you for supporting me with my complaint and AskGamblers you are a blessing and 100% and more. I would like for you to know Palace of Chance sent me an e-mail and stated they have reinstated all of my winnings to my acct. and will pay 1000+ weekly until paid in full. Im so grateful to this site and I want to thank Palace of Chance for proving they are an honest and trusted site. They resolved my issues and Im grateful. Again, thank you to everyone.
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Oh what fantastic news. I only just remembered to check back here now!
Shebsolo said:
Oh I'm a bored nobody, you can most certainly give your thanks to Marty Davis and Lucky13 / AskGamblers for this one. You were actually in a genuinely sticky spot and some casinos definitely gleefully take advantage there - so great to see an innocent 'mistake' [only really innocently made] taken into account by the assessors and not punished.
Brilliant!
Please don't use capital letters.
DEAR SCUTER WHOMEVER YOU ARE, I WANT TO THANK YOU FOR SUPPORTING ME WITH MY COMPLAINT AND ASKGAMBLERS YOU ARE A BLESSING AND 100% AND MORE. I WOULD LIKE FOR YOU TO KNOW PALACE OF CHANCE SENT ME AN E-MAIL AND STATED THEY HAVE REINSTATED ALL OF MY WINNINGS TO MY ACCT. AND WILL PAY 1000+ WEEKLY UNTIL PAID IN FULL. IM SO GRATEFUL TO THIS SITE AND I WANT TO THANK PALACE OF CHANCE FOR PROVING THEY ARE AN HONEST AND TRUSTED SITE. THEY RESOLVED MY ISSUES AND IM GRATEFUL. AGAIN ,THANK YOU TO EVERYONE.
THE BONUS WAS A 300% NO RESTRICTION AND KENO BONUS WITH NO PLAYTHROUGH AND NO MAX CASH OUT. I DEPOSITED $50, THEY CREDITED ME WITH $150. I PLAYED SLOTS ONLY IT WAS MAY 19TH, I GOT VERY LUCKY ON THE GAME CALLED "PLAYDIRT" WENT INTO THE BONUS ROUND AND TWICE WON LARGE AMOUNTS. I DECIDED TO CASH $3500.00+ 150 THAT I HAD TO GIVE BACK( THE BONUS THEY GAVE ME). THEY DIDN'T APPROVE THE WITHDRAWAL UNTIL 6/7 EVENTHOUGH I WAS TOLD UP TO 10 BUSINESS DAYS. THEY DEDUCTED THEIR 150 AND ONLY APPROVED 1500.00 THEY LEFT 2000 OENDING AND CHANGE MY WITHDRAWAL DATE ON THEIR OWN TO 6/7.AFTER LINGERING FOR A WEEK OR MORE, I DECIDED TO DEPOSIT THE MONEY BACK THEN IMMEDIATELY MADE A WITHDRAWAL OF 1500 WHICH LEFT ME 500 TO PLAY WITH. I FORGOT ABOUT THE SLOTS /KENO ONLY AND I REALLY DIDN'T KNOW THE BONUS STILLED APPLIED ESPECIALLY AFTER THEY HAD TAKEN THIER BONUS MONEY. I DECIDED TO PLAY BLACKJACK (A GAME I HARDLY PLAY AND LOST THE WHOLE 500) I THEN REDEPOSITED MY 1500 AND IMMEDIATELY WIITHDREW 1300 AND LEFT 200 TO PLAY WITH. WELL AFTER ABOUT 30 MINUTES I HAD WON A TOTAL OF 3400.00 I MADE A WITHDRAWAL OF 3200.00 TO HAVE AN EVEN 4500.00 WHICH INCLUDED MY 1300 BALANCE, I LEFT 200.99 TO PLAY WITH LATER. BY THE NEXT MORNING THEY THAD TAKEN ALL OF WINNINGS AND THE 200 BALANCE AND LEFT ME 99CENTS, UNBELIEVABLE. I SPOKE WITH A MANAGER IN THE WITHDRAWAL DEPT. WHO STATED, "WELL YOU PLAYED OVER 900 HANDS OF BLACKJACK WHICH IS OVER A CERTAIN PERCENT OF BLACKJACK PLAY THAT MADE YOU NOT FOLLOW THE BONUS RULE"FIRST OF ALL IF I COULDN'T PLAY BLACK JACK, WHY WOULD YOU LET ME PLAY THE PERCENTAGE NEEDED FOR ME TO ALLOW YOU TO TAKE ALL..... OF MY WINNINGS. SO I ASKED IF I CANT GET MY WINNINGS, CAN I GET MY ORIGINAL 2000 THAT "YOU"(THE CASINO) LEFT PENDING AFTER THEY TOOK THEIR BONUS MONEY, THE ANSWER WAS DRY "NO, ONLY THE 1500" I STILL DIDN'T GET THAT. THEY STOLE MY MONEY RIGHT UNDER MY NOSE AND I WILL NOT GIVE UP.I WILL TAKE THEM TO COURT IF I HAVE TOO.
shebsolo said:
I'm a bit confused. Had you finished your wagering amount as prescribed by your bonus rules? Prior to playing Blackjack?
On 6/17 i recieved an e-mail from the manager at palce of chance asking me where have i been and if i have any complaints let them know. I replied with my complaint. They never responded until 7/8 with some sad excuse saying they want to be sure my name is correct.(any excuse not to pay me) I asked why would they allow me to play over 900 hands of playjack without iving me a courtesy warning that it wasn' part of the bonus and then allow me to play an extra 200 on the slots, however after i won , they responded by taking the 4500.00 they allowed me to withdraw and the 200 i left to play with. Im still waiting on an answer.
Aiya! Whilst there are very few people who understand your frustrations better I can [having been there so often myself], you must realise that almost all online casinos are located in licensing jurisdictions that preclude that avenue from being a realistic option. I realise it can be frustrating beyond belief if you are completely in the right, but you must understand that when it comes to push and shove, the player is very rarely in a position of strength.
Diplomacy in these spots is almost always your best option. Whilst I'm merely a idle spectator busy-body, and cannot speak for any casino, I know from personal experience you are much more likely to clear up any misunderstandings if you adopt a diplomatic stance from the start.
It seems to me that you have a very strong case here. Again, I stress that I am merely a spectator - but I'm sure, at the very least, I can perhaps assist in arguing the validity of your position as we see it - but the final decision will usually rest with the casino.
With Palace of Chance, you do have the option of mediation via CDS but I don't think we're at that stage yet....let's wait for Marty or The Palace Chance rep to comment first?
Dear Scuter, thank you for your commit. Everything i stated in my complaint is true and i have copies of all the conversation concerning this matter on my e-mail when i contacted them.If i have to take them to court i will. I have a lot of proof to show palace of chance practically stole 6200.00 from me.
scuter said:
Sounds like something the old Virtual would do.
If you'd met your wagering requirement, which I'm assuming you must have for the balance to be withdrawable [?], then that money is yours and you can do whatever you want with it - whether the bonus money has been deducted yet or not [it's not your fault their Cashier isn't as 'advanced' as other RTG cashiers - not that's it's even a relevant issue].
I'll wait for Palace of Chance rep to respond rather than jump to conclusions, but if what is say is true, that money is yours! If you want to burn it on any game you want, that is your prerogative. In fact, cynical types would suggest that's the very reason for the long payment delays at online casinos.
Unless I'm missing something, or there is more to the story, it sounds like you have a cut and dry case here where you're 100% in the right - and you should be paid your $1500 and your $4700 rapidly with an apology for the misunderstanding.
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