This is what I call professional and responsible Customer Support.
Keep up the good work!
WinPalace Scamming Promotions
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
Derreck: yes this account is now closed
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: 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: 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: ITS THE ROYAL £5
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: 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: 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: 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: OR EVEN BETTER PLEASE ANSWER MY PHONE CALL
Derreck: It says in big letter for new players
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
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: 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
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?
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?
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
Derreck: Have a great day
allrightinsw6: we agreed simple right?
allrightinsw6: so it is a SCAM
Derreck: you are not being nice
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, 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 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
i received your complaint regarding the misunderstanding with the WP Customer support.
i will do my best to resolve this issue, one thing, can you please send me the email you received with the free chip offer?
please send it to firstname.lastname@example.org
i look forward your email.
Daniel from Affactive.com.
I apologize for the wast of your time, yet, with all the misunderstandings: you have multiple accounts opened in our brand which is strictly forbidden. and that is why you were not eligible for another free bonus.
Due to violating casino rules, by opening multiple accounts, we cannot leave this complaint closed, as it will give negative points to the casino.
This complaint will be considered as resolved.
Leave your comment about this complaint
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