Mandarin Palace Casino - Winnings from a no deposit bonus denied

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!

Dear AskGamblers and Player,

We sincerely apologize for not responding sooner. This will not happen again as we do have a good record of responding within the required time.

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).

Thank you for bringing this to our attention and we trust this explanation will provide the resolution required. 

I didn't expect anything else than such a reaction. Paragraphs and long, complicated explanations.

Let me tell you in a few words:

- I registered at Treasure Miles and another Genesys Club Casino (2 out of 5 Casinos) before but NEVER, I NEVER played at MANDARIN PALACE before!

- my complaint is not a try to get the money, it is just a warning sign for other players!

Fellows; watch out when you play with bonuses at genesys club 

Casinos they will do everything to not paying your winnings!!!

Dear AskGamblers and Player,

We sincerely apologize for not responding sooner. This will not happen again as we do have a good record of responding within the required time.

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).

Thank you for bringing this to our attention and we trust this explanation will provide the resolution required.

Yours faithfully

James Mathews

Genesys Club – Senior Host

www.genesysclub.com

I didn't expect anything else than such a reaction. Paragraphs and long, complicated explanations.

Let me tell you in a few words:

- I registered at Treasure Miles and another Genesys Club Casino (2 out of 5 Casinos) before but NEVER, I NEVER played at MANDARIN PALACE before!

- my complaint is not a try to get the money, it is just a warning sign for other players!

Fellows; watch out when you play with bonuses at genesys club 

Casinos they will do everything to not paying your winnings!!!

J.F.

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

suppor­[email protected]­and­ari­npa­lac­e.com

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!!!!

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

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!