Ag Awards

Mandarin Palace Casino - Misleading advertising

Complaint Info
Disputed casino Mandarin Palace Casino
Reason Other
Posted on May 16, 2014

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

Posted on January 21, 2014

Dear Ferdinando and AskGamblers,

We have reviewed your Casino account and can confirm that the following actions have been taken and a resolution has been made.

We received notification of your request on Sunday the 19th January. It was forwarded to the Promotions Team and we then resolved it by crediting you with your free spins on Monday the 20th January. You did state in your complaint that you have only received this bonus once however if you review your statement at the casino you will see that you have been credited the bonus 3 times for the 3 deposits you made, so in fact all free spin bonuses due to you have been credited in full.

We have reviewed a chat you had with one of our customer support staff and the information given to you at the time was accurate. We will however make a change to the rules of the promotion which would exclude you from claiming the free spins offer for a year if your account was registered prior to the start of the promotion. As your account was registered in October 2012 the promotion would have expired for you as your 1st year would have ended in October 2013.

We have also credited your account with an additional 25 free spins which we have advised you by email. This is a token of good faith and we trust you will be satisfied that this has been resolved for you.

We appreciate your feedback and thank you for your time.

Please do not hesitate to contact us for any question or query you may have.

Kind regards

James Matthews

Genesys Club – Senior Host

Posted on January 21, 2014

Thank Mandarin palace for their willingness to listen to customer complaints. I always thought that yours is a serious group and have it confirmed. I'm sure it was a misunderstanding and I will be happy to continue to play on your casino. Thanks again for the availability, complaint resolved!

Posted on January 21, 2014

May I know if the promotion is still valid for me? We do note that your banner suggests that the promotion commences on the first deposit ......

Thank'you askgamblers.... resolved!!

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