Spin Palace bonus complaint

[Casinomeister]

Thanks Palace Group. And I've taken the liberty to rename the title from crap to complaint, and resolved.

General note: when posting complaints, it's a wise move to take particular care in naming your thread. If you get too emotional, you may place the casino in a defensive mode right off the bat which may be detrimental to convincing the casino to consider your issue.


Simmo! posted about this a couple of years ago here:
http://www.casinomeister.com/forums/...ad-titles.html

[kassiap]

Thanks as always for the help

I would like to say however that i never once did swear in my emails and i never was promised by anyone in those emails that any sort of problem would be resolved.

Until this morning the last email i recieved was telling me i had not gotten the bonus because i had claimed the 100% bonus.I already admited i was aggresive in the emails and in live chat,but i do not think i was disrespectful and again never swore.If the word "jasckass" or something similar came out,then i appologize.

lastly,this is the last communication i have ever recieved from spin palace;

"Your Claim Form has been processed and I regret to advise
that you have not qualified for a 300% Welcome Bonus* due
to the following reason:"

"You have claimed another promotion not permitted in conjunction with this promotion."


SO again for the record because i believe the rep on here said "Our agents said to the player we will sort the problem out and we always do. Being aggressive and sending mails swearing is not the right way to do things"

I NEVER got any communication saying it would be sorted out and that is a staright up lie just to make ME look bad i feel.Sorry if i am dragging on with this, but i think it is fair to say yes they have finally helped after i posted on the forum,But they to could have handled things a lot diiferent as could i.

also i just got the snail mail letter last week,so i don't know why these flyers have been "floating around for a while " as the post mark on the envelope sent from the casino itself was june 23rd/2008 so that does not seem like they just chaged the auto bonus credit of 100%,so again just a little bit of a bitch to a sort of resolved situation.

But Again thanks all for the help

[Palace Group]

Hi,

To clarify, I am not trying to make you look bad and will leave this topic as your bonus issue has been resolved.

We changed our sign on bonus on the 25th as the date stamp on our site confirms so your case is exactly linked to that problem.

I have emails/chats from my support guys informing you that the matter was escalated and will be resolved.

Just glad you are now sorted out but I assure you we would have sorted this problem out anyways as we had your email in our follow up queue after the agents escalated it to us.

Regards,

Darran

[vinylweatherman]

Hi,

To clarify, I am not trying to make you look bad and will leave this topic as your bonus issue has been resolved.

We changed our sign on bonus on the 25th as the date stamp on our site confirms so your case is exactly linked to that problem.

I have emails/chats from my support guys informing you that the matter was escalated and will be resolved.

Just glad you are now sorted out but I assure you we would have sorted this problem out anyways as we had your email in our follow up queue after the agents escalated it to us.

Regards,

Darran

The support staff should be fully briefed about this error in the existing stock of flyers, and ensure that players are automatically told the issue will be escalated, rather than simply being told their claim is invalid and have the onus on THEM to contact support to protest the decision, as this is what gets players overheated and liable to boil over with little further provocation, and front line CS receive the brunt of this.
Those players who are not members here, but get the flyer and find their claim invalid, are quite likely to gain a bad first impression of the casino, and may well just accept the 100% bonus, play it, and never return because the issue has left them with a "bad taste" because they will believe they fell victim to a "bait & switch".

I also received a flyer, but it was for "scpalace", although it was simply a landing page for Spin Palace casino. It also made special "exclusive" offers, but as I already have an account I was not eligible for any of them. It had a scratch off panel, and I supposedly "won" the amount revealed if I opened a NEW account with "scpalace" AKA Spin Palace.
I scratched off $1000 - what a surprise
Co-incidentally, the same amount as offered to new players at Spin Palace under the MG "free play" introduction where winnings could be transferred as bonus to go with the first deposit. The content of this particular flyer was pretty misleading, and was what would be called a "fake lottery", since the scratch panel would always show $1000, and it mis-states that this amount has been "won", whereas it simply represents the normal starting balance used for the MG introductory free play offer, and it is IMPOSSIBLE to actually "win $1000", even if the balance was made up to $2000 at the end of the free play, as there was a lower limit ($50 I have heard, and $200 the usual max under this system) that could be claimed.

I have not received this latest flyer though; seems the casino marketing department now talk to accounts, and don't send them to players who already have accounts at Spin Palace.