Complaint #2 Mandarin Palace Casino

Winnings from a no deposit bonus denied

By yyorkk

12 years ago

Message on forum

I spent hours to go through the wagering of my non deposit bonus, finally I claimed 100 Euros which I could withdraw according to the bonus rules - BUT .... after I haven't received anything I went to ask informations gently to the live chat support. They answered not so gently that I won't get anything because I would have abused the bonus rules. What happened in reality? I have reiceived the same bonus from another Genesys casino and when I registered at Mandarin Palace I claimed successfully another 25 no deposit bonus. It was the first time I played there, I swear. I find it not very correct to release a bonus and deny eventually winnings then. At least they should make clear that all the Genesys Casinos should be considered one single casino!

Disputed Casino Mandarin Palace Casino

Reason Bonus terms violation

Discussion

yyorkk

• Germany • 15 reviews

12 years ago

ONCE AGAIN:

I registered only ONCE at Mandarin Palace Casino! The other 2 registrations were made in different casinos, still from the same group.

You can respond another 100 times to my complaint and you will hear another 100 times the same thing!

Mandarin Palace Casino

• Representative

12 years ago

Dear Yyorkk,

We can understand your frustration at not being able to claim your €100 for the maximum withdrawal on the free money bonus. Please understand that if the casino allows you the grace to open multiple accounts and claim multiple Free bonuses and thereby give yourself multiple chances to win then the Casino would be flawed in its pursuit of running a credible business.

The Casino has to operate fairly and transparently with all our players. We certainly value each player but at the same time we must ensure that the security of each player is upheld. We do this through strict terms and conditions to protect our valued players and to protect the Casino’s integrity.

If you had taken the time to reflect on the terms and conditions which you agreed to when you signed up on not one but on your multiple accounts you would have understood the consequences of your actions.

Yes we can appreciate your frustration but to bend our rules or allow you to claim what is not eligible to you would mean the Casino’s integrity would be compromised and we would then not be able to stand by our terms and conditions or have any credibility.

As a reputable Casino we will endeavour to uphold our terms and conditions and treat all players equally and fairly.

Yours sincerely

James Matthews

Genesys Club - Senior Host

yyorkk

• Germany • 15 reviews

12 years ago

why does this man repeat himself again and again? does he think we players are stupid people???

when you play with bonuses at his casino you will see: yes, he is thinking we players are stupid people!!!!

Mandarin Palace Casino

• Representative

12 years ago

Dear AskGamblers and Yyorkk,

As per our previous response to this complaint. All players should read the terms and conditions properly to ensure that they fully understand how the bonus terms and conditions work especially regarding free money bonuses.

Furthermore players are aware that they are not permitted to register multiple accounts at the casino as this is considered bonus abuse or fraud. The Casino prides itself on providing the best quality and service to all players. The Casino is also very strict in maintaining security by upholding the terms and conditions for all players.

As the terms and conditions have not been adhered to the casino has acted in an appropriate manner.

The details for the player are listed again below.

The client has claimed the same bonus code 3 times on 3 different casino accounts. This bonus code was only available for one claim per user/IP Address. The player was able to claim this 3 times by registering 3 different accounts under different email addresses whilst using different IP addresses to do so.

It is the casino’s opinion that this constitutes bonus abuse and was deliberate in attempt to circumvent our bonus system with the ultimate aim of withdrawing. Had the player only claimed the bonus once and met our terms and conditions, we would be happy to honour the withdrawal. However due to the above, the casino had opted to void the winnings due to a breach of our terms and conditions. Please take note of some of our Terms and conditions below:

3.4 You are only allowed to have one account at The Genesys Club and there are no costs associated with opening your account. The Genesys Club reserves the right to close all multiple accounts and, should management have reasonable grounds to suspect that the multiple accounts were opened with fraudulent intentions, we reserve the right to cancel any transaction related to the suspected fraud attempt.

7.9 The player shall forfeit any winnings made as a result of computer or software error. In such an event The Genesys Club shall be liable for your initial deposit only. Cheating of any sort shall result in the forfeiture of all balances in your account. Such forfeiture does not prevent The Genesys Club from instigating legal action, should it be deemed appropriate.

8.1 By playing at The Genesys Club, it is deemed that you have read and agree to the General Terms and Conditions for Bonuses, Tournaments, Competitions and Promotions, as well as the Terms and Conditions that govern any specific promotions at The Genesys Club.

8.3.1 A free player bonus can be claimed only once per person, PC and IP address, family, household address, e-mail address, credit card/debit card number, and environments where computers are shared (e.g. universities, schools, public libraries, workplace etc).

Please feel free to contact the Casino Support Team to assist with any questions or queries you may have as they will be happy to assist.

Have a good day further.

James Matthews

Genesys Club - Senior Host

www.genesysclub.com

support@mandarinpalace.com

Mandarin Palace Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $1,040

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Mandarin Palace Casino Complaints

See all complaints for this casino

Account locked after winning

I deposited cash and played without using bonuses or incentives of any kind. I deposited $350 over three months. In November I won $5000. I withdrew $4000 in $1000 increments into bitcoin.

This was my first withdraw so I supplied the documents requested by the casino. A copy of my ID, utility bill with my name on it, and a copy of a debit card with my name on it. I used the chat offer provided by the casino to inquire as to if a trash collection bill would be sufficient. I was told yes by the operator.

Three days after my withdraw request my account was locked. I emailed the support address twice but no one responded. I emailed the support site a third time to say that o would be complaining about this incident to an online gamblers advocate site. I still have not heard from them however I was still receiving advertisements until I said I would file a complaint.

I will send all of the documents supporting my complaint to your email address.

Unresolved

$5,000

Payment pending for too long

Been playing for quite some time in this casino and finally won and requested for the withdrawal of $200. This is my first withdrawal so i complied the necessary documents and verification needed. Got an email that my withdrawal request were processed at 2/11/2019 1:35 PM (US EST). Followup for couple of times thru LIVE CHAT for updates on my request but til now no payment has been made.

Resolved

$200

Misleading advertising

this is promotion described in the Mandarin casino page:

"Get 200% back on your money every 7 days at our casino!

Every Sunday for the first year of your account you will receive $40 worth of free spins at Mandarin Palace. All you need to do is make a minimum deposit of $20 on the day or ensure that you have done so in the 6 days leading up to that Sunday to qualify. Contact our support desk via Live Chat, telephone or email to have your Fortune Cookie Free Spins credited to your account."

I have regularly paid in the terms described and I received the bonus only the first week of "life" of my account. In the chat they told me that the promotion has expired and the promotions page needs to be updated. I believe it is not proper behavior and will avoid playing at this casino

Resolved

Mandarin Palace Casino changed the rules after claiming a bonus and won a lot of money

On Thursday 1 december 2011 I claimed a bonus in free spins at Mandarin Palace Casino and won 102 euros from them, after i forfeited the bonus money i remained with 1,250 euros in my account,i submitted the withdraw for 1000 in the same day on Thursday, i must say that of course if i was able to forfeit the bonus all the wagering requirements were ok,i played only The Age of Spartans video slot, so after i submitted my ids, my national card of identification,my utility bill,my credit cards copies, i was told by email that i must provide a more recent utility bill, i don't know why because mine it was from this year with the same adress as in my national card id.That's the first excuse from them.Strange,after the 48 hours that you can make the reversal, i was still able to make the reversal for 10 euros,remaining to withdraw 990 euros,but the data changes and the 48 hours running again.Ok , i said, with a positive balance in my account of 15 thousand euros and a withdraw of 990 euros.Today,on sunday 4 december i opened an account with the same group of casino Genesys at Wizbet Casino.I made the account with the same email [email protected] but i wasn't able to log in.Second, i went to livechat and said that i have a pendind withdraw for 194134 and it said to me that i have to submit another utility bill more recent , the same excuse.Remember i had a positive balance of more that 15 thousand euros in my account after 7 or 8 hours of playing The Age of Spartans, just at one round i made from free spins like 3000 euros,very hot game at that point just playing on the maximum lines and bets, as the casino can confirm.Third i call in US from my cell phone from Romania at their number 8887936477 and i was told that can't give me my informations i want from my id code withdraw that their finance department are separate entity.Ok i said, i went to their live chat again and i was told that i was not able to withdraw any money from free bonus as i am from Romania ,that wasnot stated in the paragraph from where i claimed the bonus :

The € / £60 worth free spins ( 40 spins x $1.5 = $60 ) are assigned to video slot: Age of Spartans. $100 max. cashout - To players playing from the United Kingdom, Denmark, Poland and Greece a maximum withdrawal amount of $50 applies.

So i forfeited bonus of 102 euros, and i remained with a balance of 1,250 .nothing about max.cashout or something else. Clearly i had 1,250 euros in my account.Under cash.Then i submitted the withdraw for 1,000 euros.Then on saturday on my pending withdraw i reversed only 10 euros, although i had in my account 15 thousand euros.If i deposited or not that doesn't make sense that i cannot cash in from my free money.What's the point to give free money or free spins if you can't cashout .I can play in free mode if i wanted to without claiming free spins. This rule is strange and appeared after I submitted my withdrawal.Anyway Mandarin Palace owns me 16 thousands euros.And funny thing my name didn't appear on the list of recent winners although i had a top winning.What's next from them to say that i'm a bonus abuser.I do not believe a single thing that Mandarin Palace Casino will say unless pay fair my winnings.All are lame tactics of delaying the payments or not making at all.I don't spell names but all can read this i believe are casino players and i must say that at least one time in their life claim a free no deposit bonus to play and of course have their own conclusions.Fourth reason to doubt of the honesty of Mandarin Palace why says that my account email or password is invalid and doesn't simply reduce my account to nothing, instead of blocking me out.I really can't understand.

Resolved