ABSOULTEY stressed and angry at this casino who sends out emails PROMISING free $$ and a chance to WIN £150,000.
lures me back to this site and download it,it then tells me i dont have an account with this particular site,so i sign up then follow the instructions that tells me to speak live with their representatives who then take a futher 10 minutes of my precious time to respond and the amazing derek then has a go at me and sais he has cancelled my new account immediatley as apparently i allready have an account i was totally unaware of.
here is a copy of the converstion to follow (another 30 minutes going absolutley no where) ...notice how he doesnt answer any of my simple questions and then tries on several occasions to terminate the conversation, which of course he did eventually as it was all to much for him to actually be HONEST about this promotion at any point with me. saying i was being rude to him..
the conversation is as follows
Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'Derreck'

Derreck: Welcome to Win Palace Casino!

Derreck: My name is Derreck;

Derreck: Can you provide me with your User Name and how I may assist you?

allrightinsw6: i have just signed up as there is some promotion for me to start with some totally free cash it sias to request it from you..please can u start me up with the free cash.cheers philip michell

allrightinsw6: allrightinsw6

Derreck: yes this account is now closed

allrightinsw6: what?

Derreck: you need to use philinpimlico as your user name

allrightinsw6: i just opened it

Derreck: you are only allowed one acount per house hold

allrightinsw6: well it told me it apperaed i didnt have an account

allrightinsw6: so i opened this new one

allrightinsw6: why did u close the new one ?

allrightinsw6: u could of asked me 1st whuich account i wanted to leave open

Derreck: you have to stay with your first account

Derreck: no \

Derreck: sorry

Derreck: Is there anything else I can assist you with at this time?

allrightinsw6: well itf the casino tells me i dont have an account with you guys then of course im going to open a new one

allrightinsw6: i obvioulsy didnt know i had an old account with you

allrightinsw6: i dont have any detaILS OF MY OLD ACCOUNT

allrightinsw6: PLEASE GIVE THEM TO ME NOW

allrightinsw6: SO IM NOT WASTING MY TIME HERE

Derreck: philinpimlico

Derreck: is the user name you need to use

allrightinsw6: AND WHAT IS THE FREE CASH OFFER PLEASE?

allrightinsw6: I HOPE ITS NOT A FAKE AGAIN

Derreck: You have already redeemed a no-deposit bonus previously. Our casino allows players to redeem 1 no-deposit bonus prior to depositing in order to try out the casino. At this time, I can offer you a great match bonus for a deposit into our casino to play. Would you like to know about our great bonuses?

Derreck: If you need any further assistance, please do not hesitate to contact us. We will be happy to help anytime!

allrightinsw6: one moment please

allrightinsw6: let me read the email

allrightinsw6: i want to make sure what u are saying is fully correct

allrightinsw6: 1 moment please

allrightinsw6: OK

allrightinsw6: ITS THE ROYAL £5

allrightinsw6: FREE

allrightinsw6: I WILL RELOG IN PLEASE DEPOSIT THIS FREE £5 INTO THE OLD ACCOUNT

allrightinsw6: there is absolutley no mention of what u said i dont qualify for it

allrightinsw6: there are no terms to read either

allrightinsw6: its a £5 free and a raffle of £150,000 free entry

allrightinsw6: so ihave no idea what u are trying to tell me

Derreck: right but that was to an account that you could not have open

Derreck: you already have an account

Derreck: that you used a non deposit bonus

Derreck: Is there anything else I can assist you with at this time?

allrightinsw6: yes who is the supervisor there today?

allrightinsw6: this is a WIND UP

Derreck: I am Derreck

allrightinsw6: why is this casino sending me free £5 when there are suddenly coditions

allrightinsw6: i would like to speak with your SUPRVISOR

allrightinsw6: WHY ARE THESE EMAILS BEING SENT OUT IF U KNOW WE ARE YOUR CUSTOMERS

allrightinsw6: THIS IS TAKING ALL MY TIME UP AND MY TIME IS VALUABLE

Derreck: So have your self a great day

Derreck: I am sorry for the missunderstanding

allrightinsw6: i had no reason to come back to this casino until i recieved this email

allrightinsw6: WHAT?

allrightinsw6: ive had no answers from you yet?

allrightinsw6: im not finnished thankyou

allrightinsw6: please again explain why this casino is emailing customers with False promoses?

allrightinsw6: PROMISES

allrightinsw6: WHERE IS THE FREE £5 AND THE ENTRY INTO THE £150,000 RAFFLE?

Derreck: I am sorry but it is not for your old account

Derreck: which you have to use now

allrightinsw6: are u fully aware of the emails your CASINO is sending out?

allrightinsw6: ?????????

Derreck: yes

allrightinsw6: PLEASE READ MY EMAIL NOW

Derreck: I am not going to speak to you if you want to talk to me like this

allrightinsw6: AND POINT OUT TO ME exactly WHERE IT SAIS WHAT U ARE CLAIMING

Derreck: I am here to help you not to have you talk to me not nice

allrightinsw6: i am angry that you are cheating the public

allrightinsw6: and sending out emails when you claim we are not entitled to this free cash and raffle

allrightinsw6: please READ MY EMAIL IMMEDIATLEY AND SHOW ME WHERE THIS IS WRITTEN IN THE EMAIL YOUR SCASINO HAS SENT ME

allrightinsw6: ,

allrightinsw6: OR EVEN BETTER PLEASE ANSWER MY PHONE CALL

Derreck: It says in big letter for new players

allrightinsw6: WHERE

allrightinsw6: ???

allrightinsw6: ARE U READING MY EMAIL?

Derreck: no I cannot get into your email

Derreck: I am sorry \

Derreck: Let me ask you somethig

allrightinsw6: this is so UNTRUE WHAT U ARE SAYING TO ME

Derreck: what is it that I can help you with

allrightinsw6: give me an email addrwess i can forward this email from you baCK TOO

Derreck: the email that was sent out is the same for ever one

allrightinsw6: I WANT TO SPEAK TO YOU DIRECTLY BUT YOU HAVE DILEBARATLEY PLACE MY CALL ON HOLD

allrightinsw6: AS U NOW HAVE MY NUMBER

Derreck: but like I said before you cannot redeem it

allrightinsw6: I DONT CARE U CAN FIND THE EMAIL; THAT YOUR CASINO IS SENDING OUT THE PEOPLE LIKE ME

allrightinsw6: WITH FALSE PRONISES

allrightinsw6: IT CLEARLY SIAS IN LAGER LETTERABSPLUTLEY FREE

allrightinsw6: do i need to spell this whole email out to you

allrightinsw6: what u are telling me is not true

allrightinsw6: pleas again im asking you to answer my phone call NOW

Derreck: what is your number

Derreck: I will call you

allrightinsw6: i am calling you for the past 15 minutes

allrightinsw6: im on HOLD

allrightinsw6: GET ONE OF YOUR STAFF TO TAKE MY CALL PLEASE

allrightinsw6: i also insist on a transcript of this conversation to the email address you are holding from me

allrightinsw6: im spending more and more time aggrevated by your eagerness to get rid of me

Derreck: we are very busy right now due to the high volume

Derreck: if you want me to call you I can

allrightinsw6: my fone wilol not ring

allrightinsw6: what is your direct number please

allrightinsw6: give me a different number

allrightinsw6: please

Derreck: so call back now and ask for derreck

allrightinsw6: will u agree to send a transcript of this massage to my email now?

allrightinsw6: or do i have to take a copy of this myself too?

allrightinsw6: is there a CODE number for this transcrip too ?

allrightinsw6: there should be

allrightinsw6: ?????

allrightinsw6: What is your postion there DEREK?

Derreck: I am floor manager

Derreck: I am helping due to the high volume in traffic

allrightinsw6: so why are u not aware of these false emails you are sending out to people u know are not entitled to the free money?

allrightinsw6: why cannot u give me another email to forward the one u sent me?

Derreck: it would have been just fine but you did not follow the rules

Derreck: You are only allowed one account

allrightinsw6: why dont you have a direct line to call u on?

allrightinsw6: there are clearly NO RIULES

allrightinsw6: the only mistake i made was to open a new account

allrightinsw6: and u guys dealt with that immediatley

allrightinsw6: where are the rules shown for this free gift?

allrightinsw6: u have CLEARLY not been cosistant with answering any of my questions

allrightinsw6: this smell of RATS to me

allrightinsw6: im off the phone nowu can try to contact me

Derreck: yes you have already used two non deposit bonuses

allrightinsw6: but as of yet i have had NOTHING FROM YOU

Derreck: you had three accounts open

allrightinsw6: NOT A PROMISE TO EMAIL ME A TRANSCRIPT OF THIS CONVERSATION

allrightinsw6: NOT A REF NUMBER OF THIS CONVERSATION

Derreck: you can have a transscript

allrightinsw6: im not asking u what i have had and what i havent had

Derreck: at the end of the chat

allrightinsw6: PLEASE READ MY CLEAR ENGLISH and begin to answer my questions clearly and truthfully

allrightinsw6: otherwise i can only belive this is a FRAUDUALNAT EMAIL that i will take very seruiously and act upon

allrightinsw6: what is the transcrip number please?

allrightinsw6: I am into FAIR PLAY rae you?

Derreck: you will get it at the end of the chat

allrightinsw6: are you?

Derreck: yes I am

allrightinsw6: why havent you phone me DEREK?

Derreck: just like we are here at winpalace.com

allrightinsw6: is there a manager there above you

Derreck: you said I cannot

allrightinsw6: who are u responsible too please ?

allrightinsw6: i would like a name?

allrightinsw6: if u cannot answer my serious allegations against this casino site then who is going to ?

Derreck: I am calling you now there is now answer >?\

Derreck: you gave us a fax number

allrightinsw6: i explained to you both my hand held phones are broken

allrightinsw6: i have been on the phone to you guys for nearly 30 minutes

Derreck: what do you want

allrightinsw6: and u never answerd me call

allrightinsw6: i want some answers from you

allrightinsw6: if you are the manager there

Derreck: I want to help you but you are not allowing me to help you with anythign

allrightinsw6: i do need some answers

Derreck: what would you like to know

allrightinsw6: ANSWESR

Derreck: ?

Derreck: ok lets start with question ?

allrightinsw6: shall i ask them 1 by one and u will reply to each one at a time?

allrightinsw6: is this more simple for you?

Derreck: perfect

allrightinsw6: q1 where is the LARGE WRITING to say in my email that I am not entitled to theis FREE OFFER and free raffle IF IM ALLREADY A MEMBEER?

allrightinsw6: btm/top/middle?

Derreck: only for new player

Derreck: this promotion is for only new players

allrightinsw6: btm /top/middle?

allrightinsw6: answer the question please

allrightinsw6: u siad simple

allrightinsw6: btm/top/middle

allrightinsw6: ??

Derreck: Have a great day

allrightinsw6: we agreed simple right?

allrightinsw6: so it is a SCAM

Derreck: you are not being nice

Derreck: no

Chat session has been terminated by the site operator.

You are not currently in a chat sessi

I continue for the next 1 hr to try to make contact via the phone with this casino and each time the phone was hung up.
They claim they were busy.
I SMELL A RAT a real rat now..
I am now majorly at ill ease with this DEREK
and finally decide to go live again this time im through to a young lady who was with the customer care team.
I cannot complain about this young ladies attitude over the phone at all as she was apolagetic and responsive in hearing me out as she now had access to my SERIOUS COMPLAINT.
Im now going to continue to work on this through the night as a manager myself I found the exact opposite to what this CASINO claims themself to offer the gaming client. here is what they claim

"WHERE EVRY PLAYER IS ROYALTY"
Winpalace Casino

WinPalace Casino, licensed by the government of Curacao, has been in
the online gaming industry since 2006. This online casino, which is
reputed for its trustworthiness and transparency, has emerged as one
of the biggest names in the internet gaming scenario. It is operated
and owned by Netad Management Company, a firm registered at Curacao.

"This gaming site is reputed for the security measures it implements
to protect the details provided by players, great craps games
available, exciting bonus prizes and promotion offers and its
multilingual customer care. The website takes extreme care to
establish trusting relationships with all of its players. You are
guaranteed a great gaming experience by this website."

right now I take extreme offence from what i see writen clearly in
your profile with NETAD MANAGMENT COMPANY ..apart from your politness
and helful attitude AMAND this is definetley not my experience with
WIN PALACE CASINO tonight.
I certainly belive this is something for my lawyer to go through
thoroughly with me tommorow morning .
I most definetley intend placing this in her capable hands and she
will most definetley know the law regarding rogue offers that can have
affect on peoples emotions and causing them unwaranted stress and
agrevation through what amounts to abuse of the consumers rights in
the UK.
the failures of tonight are simple..

the claim of reputation to PROTECT the customer..
exciting bonus offers and promotions
the custome care
the claim to take EXTREME CARE to establish a TRUSTING realtionship
with ALL of its players
the outright garuntee of a GREAT GAMING experience

1 see 5 real failures outlined in MY personal experience with your
casino sight. and i havent even begun to unravel what other claims of
EXCELLENCE there is to find yet.

my valuable time so far 3 1/2 hours and definetley not done yet.
THIS TRULY NEEDS to be STOPPED .
sending out false promotions to 1.000s of gaming clients then telling them they are not entitled to it in my humble opinion is WRONG WRONG WRONG.
PJ in LONDON

Leave your comment about this complaint

PlayHunter reviewed On 12/01/2011

AVOID at all COSTS ! THAT PLACE is a DISGRACE and their customer care representatives are of HORRIBLE service !

I did a mistake to lose my account details and when I went to fix the problem and recover my account details, they adviced me to register a new account because they was not able to recover my old account details. After I lost about 300$ in two of their casinos and sent them all of my personal documents, they have decided to close my accounts on all of their casinos because I was helding ``multiple accounts`` at one of their casinos ! Note that if I had won they would have NOT paid my winnings, but only my last deposit back, nothing less and nothing more. (Thank God I did not won a random jackpot !) Their casinos are WinPalace, SlotsJungle, Casino Titan, GoldenCherry, Mayflower, and Grand Macao.

Also, ALL THE TIME, they and their rogue affiliates where spoiling me with lots of SPAM GARBAGE emails even if I did took steps to fight to stop that crap business practive. NADA ! They CONTINUE to spam me even now after I`ve got all my account closed ! ONCE AGAIN, AVOID AT ALL COSTS ! These SCUMBAGS ARE OF THE WORST KIND ! AVOID ! AVOID !

allrightinsw6 reviewed On 11/09/2011

dont be pushed around and thrown out like trash
I myself have far too much self respect to allow these casino sites to bully me into belivening im in the wrong and its me that has a problem.
They are so ready to take your money in an instant -but they are so lacking in customer care and fair game its becoming a serious issue .
Im really wondering if they just think the gaming customer are all mugs and deserve to be rung out like wet washing and left to drip dry when they have been cheated even for the smallest amount.
its all about the principle in this case not the amount of money.

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