Bonus Complaint Spin Palace, bonus played to 0, still wager on new deposits!

[CasinoTwitcher]

Two days ago, I got an e-mail from Spin Palace where I played quite much before. They were offering me a 100% deposit bonus up to $200. I used this bonus and played for a short time, then I was broke and my account showed 0. Both deposit and bonus was gone.

Today when I made a new deposit of $200 I had some luck and played it up to a total of $700, I went to the banking section and saw that it stated I still had wagering requirements on my account. I contacted support and explained my case, they told me that this was normal procedure and that wager always sticks to an account even if you play it to 0 on earlier bonuses.

I asked support staff if I could talk to a manager, but I only got a link to their terms. I did not find anything about the fact that bonus wager sticks to a new deposit when you have played your account to 0.

I have played at a lot of casinos and never had this issue before, they always delete the wager if it's played to 0 and you make a new deposit.

Since I can't find anything about this in the terms they sent me I would like to ask for advices on what to do? Also if this is how Spin Palace works I would like to warn others about the terms of their bonus offerings.

 

[maphesto]

Contact their rep here!

Sometimes WR is carrying over by fault in Microgaming software and this is often something regular support don't know about. I guess it was easier to give you the link to their terms instead of taking care of your issue.

 

[CasinoTwitcher]

Contact their rep here!

Sometimes WR is carrying over by fault in Microgaming software and this is often something regular support don't know about. I guess it was easier to give you the link to their terms instead of taking care of your issue.

Thank you, I will send him a PM!

 

[randomiam]

had issues

i had issues with there wagering the other week they need to get the sh1t together

 

[paul7388]

when I make a deposit without a bonus I always check theirs no bonus showing and if there is I contact live chat before I play so they can remove it as it happened to me twice last year at 32red where I deposited and the deposits went straight to bonus money, once I contacted chat they apoligised and removed the bonus right away stating for some reason the bonus had remained from previous deposit even tho id zeroed my balance, seems it happens every now and again but easiest way to sort it is always to contact them before playing any slots

 

[b3b44]

sometimes it can be because you still have a feature unplayed or still going when you play multiple tabs that has happened to me before also

you think you bust out and close the casino come back later to deposit fresh and a part of your deposit turns into bonus money this has happened to me also

 

[dandan]

Something similar happened to me at an FL casino not long ago. I deposited some time back and accepted a bonus which I also played down to 0. When I deposited again I did not accept a bonus but it converted 1/3 of my deposit into bonus money. I was told it was because I had previously collected tokens on TR11. Instead of checking my game play I just believed them because I have played that game on the odd occasion. So I went ahead and played it thinking I had better collect all of them otherwise this will keep on happening in the future.

But it turns out I had never played TR11 or any other game that collects tokens! I was told by the FL rep here that it was a glitch with MG. I was also told I would be credited back all wagers on TR11 (less wins of course)... but that didn't happen. All I got back was the bonus money they originally converted which was less than what I spent on the game.

And I'm still waiting to hear from the rep about why this happened in the first place. And of course am not impressed that he didn't honour his statement that I would be refunded the amount played on that game.

So maybe check your game play to see if indeed you did play a token collecting game... or if you still have a game in play.

 

[CasinoTwitcher]

Since I could not beleive that the earlier bonus got stuck to my new deposit I tired to contact customer service again today just to see if I got the same answer.

After a long chat session I was finaly told that they would investigate the issue and e-mail me back.

Now I got this and the case is solved! (It is stange that I had games going on from the past as I got a reminder for 1 game when I started to play the first time, had I got the same message for the 3 other games I would never have gotten this problem.

----


Hi there XXXXXXX,

Account Number: XXXXXXXXXXX

Thank you for contacting The Palace Group.

Regarding our previous Live Chat conversation we would like to inform you that the reason you had a bonus balance was because you had funds in play.

In order for you to complete the funds in play you would need to go back to the following games on the downloaded version of our Casino and continue the bet.

The games are:

*Table - Poker Pursuit
*Feature Slot - Centre Court
*Max Damage

In order to complete the bets in play on Max Damage you would need to re - enter the game, lose all your lives, making sure not to shoot any alien ships or crash into them. (this wont cost you anything). Once lives are lost then the game will request to re-start level or re-start game. Choose either one then immediately close the game with out shooting any alien ships etc thus not creating any more transactions.

We have also changed your balance for you and removed the bonus balance.

We hope this email finds you well.
Should you require any further assistance please feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.

Kind regards,

XXXX
Guest Services

 

[aceking123]

Since I could not beleive that the earlier bonus got stuck to my new deposit I tired to contact customer service again today just to see if I got the same answer.

After a long chat session I was finaly told that they would investigate the issue and e-mail me back.

Now I got this and the case is solved! (It is stange that I had games going on from the past as I got a reminder for 1 game when I started to play the first time, had I got the same message for the 3 other games I would never have gotten this problem.

----


Hi there XXXXXXX,

Account Number: XXXXXXXXXXX

Thank you for contacting The Palace Group.

Regarding our previous Live Chat conversation we would like to inform you that the reason you had a bonus balance was because you had funds in play.

In order for you to complete the funds in play you would need to go back to the following games on the downloaded version of our Casino and continue the bet.

The games are:

*Table - Poker Pursuit
*Feature Slot - Centre Court
*Max Damage

In order to complete the bets in play on Max Damage you would need to re - enter the game, lose all your lives, making sure not to shoot any alien ships or crash into them. (this wont cost you anything). Once lives are lost then the game will request to re-start level or re-start game. Choose either one then immediately close the game with out shooting any alien ships etc thus not creating any more transactions.

We have also changed your balance for you and removed the bonus balance.

We hope this email finds you well.
Should you require any further assistance please feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.

Kind regards,

XXXX
Guest Services

hi spent a hour & half last night sorting this out with betway same problem , games ive never played stuck in played stakes which wasnt mine , this is clear it has something to do with micro gaming

 

[jshort]

Contact their rep here!

Sometimes WR is carrying over by fault in Microgaming software and this is often something regular support don't know about. I guess it was easier to give you the link to their terms instead of taking care of your issue.

I know this issue has already been resolved for the OP, but don't virtually all casinos carry over the WR? I've seen a few casinos void the WR if the balance goes under 1$, but can't imagine any accredited MG casino allowing it.

 

[bigbear]

I know this issue has already been resolved for the OP, but don't virtually all casinos carry over the WR? I've seen a few casinos void the WR if the balance goes under 1$, but can't imagine any accredited MG casino allowing it.

No they don't.At 32Red for example if your real and bonus balances are shown as zero,then a fresh deposit will be entirely allocated to your real balance.Having said that,i have had a case of part of a new deposit being allocated to the bonus balance but if you contact support they will move the bonus to your real cash account.Mind you,this is 32Red so there is no guarantee you would get the same outcome from other casinos.
I have also find it helpful to log out and log back in to the casino before you make the new deposit,this seems to 'reset' the system so you do not get the split in funds.

 

[Googobucs]

I know this issue has already been resolved for the OP, but don't virtually all casinos carry over the WR? I've seen a few casinos void the WR if the balance goes under 1$, but can't imagine any accredited MG casino allowing it.

I have not seen a case where the WR carried over after your balance reached zero. I have had times where my balance was zero and the WR did not automatically clear out. I always check that before making another deposit and contact support to reset to zero if required.

 

[jshort]

No they don't.At 32Red for example if your real and bonus balances are shown as zero,then a fresh deposit will be entirely allocated to your real balance.Having said that,i have had a case of part of a new deposit being allocated to the bonus balance but if you contact support they will move the bonus to your real cash account.Mind you,this is 32Red so there is no guarantee you would get the same outcome from other casinos.
I have also find it helpful to log out and log back in to the casino before you make the new deposit,this seems to 'reset' the system so you do not get the split in funds.

I don't wanna have to bite my tongue, but if memory serves I've always had my WR carried over at 32red even if my balance was zero. It appeared to be like this at every casino I've wagered at except AlladdinsGold and Bodog. However after reading this, I'm gonna check and make sure. Maybe there was always was a few cents left over, idk.

 

[jshort]

I don't wanna have to bite my tongue, but if memory serves I've always had my WR carried over at 32red even if my balance was zero. It appeared to be like this at every casino I've wagered at except AlladdinsGold and Bodog. However after reading this, I'm gonna check and make sure. Maybe there was always was a few cents left over, idk.

EDIT: Yup, apparantely they void it too if your balance runs to zero Very curious how they could afford to have this without getting molested by APers (or even recreational players who enjoy playing with bonuses for that matter)? Maybe most are niave like I was and just never logged out first after letting their balances run down to zero, idk that kinda sounds far fetched if you ask me

I'll reread their T&C's again. Some casinos might be able to afford to do this based on their bonus conditions. For 32red, I know their SUB has a 6.25$ wagering limit, but all of their "Dish of the Day" bonuses don't have wagering limits I've successfully withdrawn from them after placing wagers as high as 15$ on the roulette table and winning x36. If the WR is allowed to get voided, then hypothetically playing roullette (or any high variance game) and then either busting or grinding out the WR depending on the outcome of that, a player could make upwards of 120$ / week I think