Resolved Spin Palace bonus complaint

[kassiap]

Hi all,

i really believe i have been screwed a little by this company.I am not sure but i know i have read before that the "Palace group"is not the best.So this is my situation

about a week ago i got a "snail mail" from said casino offering me a 300% bonus and 15$ no deposit if i joined with them.So of course not seeing if there were any problems with these guys in the past i jumped right in.Yesterday i finally deposited my $50 to get $200 and what it said in my invitation is this.

1-deposit your desired amount
2-visit the followig web page -spinpalace.com/300match
3-follow instructions within the claim box and enter voucher code 2:
4-should you experience any difficulties,pleese contact c.s and quote promo id 1845


so after i deposited i got 100% and that was automatic so i went to the claim page and filled it out and then waited 4 hours,it says between 1-2 hours.Then i contacted live chat as well as sent 4 emails which took over a day to get a response(i will get to those responses in a sec)


Anyway i got on with live chat and he told me i had to redeem before i deposited so i was out of luck.This is also the email i got:

Hello mike,

Thank you for your interest in this exclusive introductory
offer.

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.

Please refer to the Terms and Conditions before re-submitting
a new claim form.


I would like to say i did not claim any other promotion.I deposited and this 100% bonus just was automatically credited to my account.What did i do wrong?I never played it i just let it sit and was told that i screwed up.

this was also the live chat:

Paul: hi there, how can i help?

mike grant: hi i got some snail mail from you to open an account and after i deposited i used my coupon code rarw 9q9v d3kd for a 300% bonus but have yet to recieve it.All i got was some crap 100% bonus which is not what was promised.Could you shed some light on this for me please. i have sent 4 emails and waited 4 hours when you say 1-2 hours and also have got not one response back,this is a bery bad way to win over a new customer

Paul: sorry to hear that Mike

Paul: one moment while i have a look at your account

mike grant: sure

Paul: is there a promo code on the email you received ?

mike grant: i am talking snail mail i recieved and the code is RARW-9Q9V-D3KD AND IT WAS A 300% MATCH OFFER IT SAYS if there is a problem to qoute promo id 1845

mike grant: i redeemed my code for 15 $ no problem with the code V4JJ-F6JH-8F9T

Paul: one sec again please

mike grant: wow,long time for something that it says is easy to claim and play

Paul: thanks for waiting... the reason you got the 100% welcome bonus instead is because you didn't claim for the 300% before making your deposit

mike grant: ok let me tell you word for word what it says,before you start saying I DID SOMETHING WRONG,YOU ARE WRONG....

mike grant: it says deposit your desired amount AND THEN goto web page www.spinpalace.com/300match

mike grant: follow instructions within claim box and enter voucher code

mike grant: did you notice it say and i repeat YOUR COMPANY SAYS DEPOSIT AND THEN REDEEM

Paul: yes that's correct

mike grant: not the other way around like you said

mike grant: you just told me i did something wrong

mike grant: that is not really fair is it

Paul: the first deposit bonus is automated and that's why you got that instead

Paul: so what i will do

Paul: is escalate the matter

Paul: to our promotions department for them to havea look

Paul: at this for you

Paul: they will get back to you with feedback

mike grant: so why was i told to do it this way in the letter if it is wrong?Are you trying to cheat people?

Paul: i just said i'm going to escalate the matter for you so it can be looked further into

mike grant: so can i play before the bonus is credited or will that secrew me as well?

Paul: i suggest that you don't play with the bonus that you have at the moment until you get feedback from the guys

mike grant: i will make sure i save this and the letter just in case i need a gambling forum i belong to ,to get involved and make sure there is no false advertising or i am not getting cheated by your company

mike grant: so i suppose this will take days to resove ?

Paul: give it 48 hours


mike grant: kinda makes me think people in the gambling world need to know you are doing this and then making people jump through hoops to get what you claim is easy to claim



so that was the chat wear they admit they are wrong and yet i still get this email this morning saying i screwed up


Any advise out there?Did i really screw it up or did i do what i was suppose to?

Thanks all for the help

[Slotster!]

It does seem a little confusing, and maybe a promotional error/typo on the flyer? You do seem kinda aggressive though in your responses, probably not the best way to get a quick resolution.

Ultimately, the Palace Group are very reputable and will not try to cheat you intentionally. If there is a genuine mistake, I'm sure they will resolve it completely fairly for you.

Might be an idea to PM the rep here to keep an eye on it; he's great...

Good luck!

[lauriejim]

have to agree with slotster, p.m the rep on here, always better that way imo...........laurie

[chuchu59]

Kassiap,

I do think you were a bit mean to Paul. I think he was trying his best to solve the issue and promised to escalate it. What more can you expect? I am also not sure whether we should try to threaten the support staff by saying you will post at gambling forums at such an initial stage. Being hostile so early are unlikely to solve problems especially when the staff seemed to be helpful.

[maxd]

Fyi, the rep is Palace Group.

[kassiap]

Hi again

Thanks for the feedback

i do admit i was a little aggresive ,but sometimes as we all do i get a little flustered when i am plaing at a new casino and group i didn't really know a whole bunch about.Also sometimes i just automatically feel i am going to get screwed because of all the rogue casino's.

I do however need to disagree a little as they did automatically credit A 100%bonus which they after said i claimed and therefore was not entitled to the bonus that they offered in there letter.When i never asked for and never played the 100% bonus.

Either way just wanted some feedback,and as always do appreciate the time you all took to respond

[lauram]

I will toss my 2 cents in here for what it is worth, yes i had same problem with cs they hadnt a clue to any questions i had for them My prob was in withdraw issues i just didnt see why if i put in for withdraw on june 2 or 4 it took over 20 days before it got to me and they just didnt seem to have a answer more then takes instadebit that long to clear. And i know using instadebit it is instant i put in and take out i have my money in other mg casinos next day. So i closed off my accounts with palacegroup.

[Palace Group]

Hi,

This is a pretty easy problem to resolve.
We posted out some flyers a while ago, however changed our sign on bonus which is now automatically credited. This has obviously caused a problem which we can resolve.

PM me your account number and I will sort it out.

Guys, we never go out to mess our players around deliberately. Human error does creep in now and again and unfortunately our agents can get it wrong sometimes.
Before ripping us apart I am sure you will find that a quick and simple PM to me will sort everything out.

Kind regards,

The Palace group

[Palace Group]

Just an FYI.

I found the players details, have instructed my team to credit the remaining balance of the bonus and we have set up this campaign so that the mistake won't happen again.


A mail will be sent to the player once completed.

The Plaace Group

PS: I know this will probably casue a stir, but the players emails to our support team were not very nice. 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

[chuchu59]

Originally Posted by Palace Group

Just an FYI.

I found the players details, have instructed my team to credit the remaining balance of the bonus and we have set up this campaign so that the mistake won't happen again.


A mail will be sent to the player once completed.

The Plaace Group

PS: I know this will probably casue a stir, but the players emails to our support team were not very nice. 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

How about a rider stating "Swearing voids all bonuses" or "Swearing increases your wagering requirements to 200x".