Ag Awards

WinPalace Casino - Added a bonus although I refused, then kept winnings and reset amount

Complaint Info
Disputed casino WinPalace Casino
Reason Bonus removal
sgilbert1 United States Message
Posted on January 15, 2015

I deposit 100 and had a coupon for 139% bonus it didnt add the bonus i then did live chat the person said it was for a different part of the casino and that since i was palying roulette they had a 150% offer I then said that sounds good then she added that i had to playthrough 60x and after it was expalined i said no i dont want the bonus started playing had the original 100 i started with about 10 games in it adds the bonus by then i was already up 25 dollars I stopped right away and did the live chat again and explained that i told then i didnt want the bonus cause of the playthrough and the live chat person said they could reset my balance but couldn't keep my winnings so they kept 25 dollars of my money. the live chat said they seen the messages but couldn't help me cause of there rules of once you accept a bonus you can't not take it and i told them i didnt want it

Posted on January 8, 2015

Dear Sam,

I have checked the situation that occurred while you were playing.
As I see now you had the initial deposit + the bonus of 150% on top, after playing with the bonus money attached to the deposit for a total $250, - then your balance raised on $25, for a total $275(with the bonus, with a playthrough of x60 attached).
Our representatives, as per your request, removed the bonus, and turned back the $100 deposit amount, without the bonus, - as initially deposited,without the bonus.
The $25 amount could not be added - as is the bonus money, not converted, with the playthrough attached.

However, a $40 Free Chip was added on your balance just after, awaiting for you to play!
So you are welcome to log in now.

Best regards,
Client care manager

Posted on January 12, 2015

Are you satisfied with a resolution of your complaint? Thank you.

Posted on January 15, 2015

Dear @sgilbert1,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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