sun palace casino

[bsilva028]

bad experience in sun palace casino
i created my account there yesterday, i made a deposit i received the 125% bonus
i read the terms and conditions
the WR was 40x
i have only played the games that are included
i meet the WR i tried to cash out and today the live chat wants to double the WR
see the copy of the conversation

Hello bruno,

Below is the complete transcript of your chat session:

===
Company: Main Street Vegas
Department: Customer Service
Operator: Connie <helpdesk@mainstreetcustomercare.com>
Visitor: bruno <23.bruno@gmail.com>
Chat Info: Mon 09/06/10 08:19 am

====

bruno: withdrawals
You are now speaking with Connie of Customer Service.
Connie: May I the casino name and your username please?
bruno: hi i have an account in sun palace caino&#44; i have mde a withdraw yeseday&#44; i sent my documents to&#44; i wouldlike to know how many time takes a neteller withdrawal&#44; my username is bsilva028
Connie: One moment please
bruno: ok
Connie: Please note that you have to cancel the withdrawal because you have not reached the wagering requirements of the bonus&#44; so it will be denied
bruno: what?
bruno:
bruno: i have meet th WR
Connie: To withdraw your bonus you will need to wager 80 times your deposit plus
bonus.

bruno: 80 no
Connie: Yes
bruno: why?
Connie: Those are the wagering requirements to fullfill in order to be able to withdrawal
bruno: i was 30x on the sit
bruno: its a deposite bonus
bruno: not a free bonus
Connie: It is the initial deposit bonus&#44; you received an email with the terms and conditions when you redeem the coupon
bruno: i was allways on the coupon details section
bruno: checking by that
bruno: and i made the witdrawal request after that
bruno: i read that on casinomeiser too
i created my account from there
Connie: Special note for customers outside of the US and Canada:

Due to a higher incidence of fraud and bonus abuse&#44; management reserves the right to double the wagering requirements for customers located outside of the US and Canada.

bruno: no no sorry but on the site dont have mentionating that
Connie: I am taking this information from the site
bruno: sorry but the WR on the coupon details was 40x
bruno: if it was more should appear there
Connie: I am sorry for the inconvenience but those are the terms of the bonus
bruno: i like a player must knoww allways how many bets is in fault t complete the wr
bruno: this conversation wil be published
Connie: All the wagering requirements are posted clearly in our website
bruno: so i have meet thenm!!!
Connie: No I am sorry
bruno: if outside us or canada is more
bruno: should appear on my coupon details
Connie: It is on the website and at the email that you received when you redeemed the coupon
bruno: i have sent the 2 things to CDS
bruno: what a rogue casino
- Your party has left this session. -
- Your party has left this session. -
===

Thank you


i meet the WR that i receive on my e-mail after deposit

[pianoman]

Easy to overlook the requirements we should all expect to find associated with these bonus offers.

Connie certainly had it right.

On the PROMOTIONS page
Under the heading -
"Reasonable bonus terms:" it says
For information on the cash out requirements for this promotion Click here.

Then, on Bonuses T & C page (in Large print too) it says ...
Special note for customers outside of the US and Canada:

Due to a higher incidence of fraud and bonus abuse, management reserves the right to double the wagering requirements for customers located outside of the US and Canada.

Nothing roguish about the response Bruno, hmmm?

Caught you off guard though and can appreciate how it might feel..

[Marie2473]

Well, i do see both sides here. he redeemed a bonus and found out in the cashier that he had to wager 40 times. He was then done and all his money was withdrawaable...
He waits and contacts livechat and then finds out that they have raised his wagering.
I do think that they did wrong here - they should have had it at 80 all the time so that he could have seen it from the beginning - not raise it when he is done with the 40....

[bsilva028]

Easy to overlook the requirements we should all expect to find associated with these bonus offers.

Connie certainly had it right.

On the PROMOTIONS page
Under the heading -
"Reasonable bonus terms:" it says
For information on the cash out requirements for this promotion Click here.

Then, on Bonuses T & C page (in Large print too) it says ...
Special note for customers outside of the US and Canada:

Due to a higher incidence of fraud and bonus abuse, management reserves the right to double the wagering requirements for customers located outside of the US and Canada.

Nothing roguish about the response Bruno, hmmm?

Caught you off guard though and can appreciate how it might feel..

connie didnt did right
because if PLAYERS OUTSIDE US AND CANADA HAVE 80X WAGERING REQUIREMENTS, when we register the account we put our adress including the country, portugal in my case, so if the WR are higher they should put that when we redeem the coupon, not after, and if they are higher they shouldnt send an e-mail saying its 40 X but 80X no??
now what they do was send an e-mail with the conditions of 40X
that it was wrong, if was 80X, the e-mail should have that written

[Jasminebed]

Well, at least the casino returned your balance to continue playing, not invoking some clause to deny your winnings.

The casino's clause states "reserves the right", which may be why the meter only shows the regular amount of bonus. If you attempted to withdraw immediately after completion of WR, and played in a manner to optimize your bonus, you might be considered to be one of those risky "bonus abusers" or "advantage hunters". Maybe there was a rash of bonus hunters from your country recently. Maybe if you played 40 or 50 percent more than you had to, and had dropped down quite a bit before withdrawing they would not have denied it, instead seeking to retain a player that showed the signs of the "recreational" (or reckless) gamblers casinos so love (I'm one of them from time to time).

Either way, it seems to be allowed in their terms, they have returned your funds to your account, not confiscated them. Play on, I hope you have an even bigger withdraw after meeting extended wagering!

And thanks for bringing this to our attention. Might just help the next non US or Canada player decide where to play.

[bsilva028]

Well, at least the casino returned your balance to continue playing, not invoking some clause to deny your winnings.

The casino's clause states "reserves the right", which may be why the meter only shows the regular amount of bonus. If you attempted to withdraw immediately after completion of WR, and played in a manner to optimize your bonus, you might be considered to be one of those risky "bonus abusers" or "advantage hunters". Maybe there was a rash of bonus hunters from your country recently. Maybe if you played 40 or 50 percent more than you had to, and had dropped down quite a bit before withdrawing they would not have denied it, instead seeking to retain a player that showed the signs of the "recreational" (or reckless) gamblers casinos so love (I'm one of them from time to time).

Either way, it seems to be allowed in their terms, they have returned your funds to your account, not confiscated them. Play on, I hope you have an even bigger withdraw after meeting extended wagering!

And thanks for bringing this to our attention. Might just help the next non US or Canada player decide where to play.

no i did not cash immediatly after the WR, the WR was $2250 i bet more than $3000
ahh and another thing happens, they call me saying that my documents was all ok and my withdrawl was aproved, 2 hours after, i receive an e-mail saying it was denied
who should i trust? in the mail that i received saying it was denied or in the guy that calls me 2 hours before saying it was aproved?

[bsilva028]

no i did not cash immediatly after the WR, the WR was $2250 i bet more than $3000
ahh and another thing happens, they call me saying that my documents was all ok and my withdrawl was aproved, 2 hours after, i receive an e-mail saying it was denied
who should i trust? in the mail that i received saying it was denied or in the guy that calls me 2 hours before saying it was aproved?

after amde the 1st withdraw declined but with money in the account i made more bets think about more $2000
another withdraw request again denied
whats the reason this time?

[bsilva028]

after amde the 1st withdraw declined but with money in the account i made more bets think about more $2000
another withdraw request again denied
whats the reason this time?

check 2nd conversation with the support and check what they say, read all the conversation please and check how many different things they write

Hello bruno,

Below is the complete transcript of your chat session:

===
Company: Main Street Vegas
Department: Customer Service
Operator: Lars <helpdesk@mainstreetcustomercare.com>
Visitor: bruno <23.bruno@gmail.com>
Chat Info: Tue 09/07/10 05:51 pm

====

bruno: withdraw Welcome bruno! Please hold while we contact a representative. If a representative does not respond in a few seconds&#44; then he/she is not available at this time.Currently 1 chat request session(s) before you.
You are now speaking with Lars of Customer Service.
Lars: Welcome, how may I be of your assistance?
bruno: h i have anaccount in sun palace casino
bruno: i made a withdraw of $ 100
Lars: hi
bruno: it was denied
Lars: what username do you have
bruno: bsilva028
bruno: the man that calls me told it was aproved
Lars: one minute please to check
bruno: ok
Lars: I see two unsuccessful withdrawals request
Lars: and $ 236 in your balance
Lars: that you can cashout
bruno: so why was denied?
bruno: the documents was ok
bruno: i received a call yesterday saying the withdrawal was aproved and today it was denied
Lars: The reason why they were denied
Lars: is because you have not completed the playthrough of the bonus yet
bruno: and now its ok??
bruno: with the bets that i made today?
Lars: no because you are from outside the US and Canada the wagers required are doubled
Lars: so instead of 40x it is 80x
Lars: if playing slots
Lars: 80 times your deposit plus the bonus
bruno: so how many bets you say its in fault?
bruno: because i dont have any control of that
Lars: you are short 985 in wagers
bruno: in $ $ $ $
Lars: in bets
Lars: you are almost there
bruno: how many money?
Lars: $ 985
bruno: i have to bet more $ 985
bruno: ?
Lars: that is the amount of bets you need make
Lars: to*
bruno: so why the mr that calls me tolds me it was aproved?
Lars: I do not know why
bruno: and why you said it was ok to cash out at 3 minutes ago?
Lars: I doubled checked
Lars: did not see you where from outside the US
bruno: and just now check again, i was betting during the conversation, check how many $ you said that i bet just now
Lars: You need 5,700 in bets
Lars: you currently have 4,954.28
Lars: you are short 746
bruno: $ 746? but its not correct
bruno: the bonus for the u = 40X
bruno: if outside the us are the double = 80X right?
Lars: it is not 80x it is 100x
bruno: so when you said 80X you was ying?
bruno: lying?
Lars: I said I doubled checked
bruno: Lars: no because you are from outside the US and Canada the wagers required are doubled

Lars: so instead of 40x it is 80x

Lars: if playing slots


bruno: i only play slots
Lars: The last information I gave you is correct
Lars: Is there anything else that I can assist you with?
bruno: no but this conversation will be publishied on the web
Lars: fine
Lars: Is there anything else that I can assist you with?
bruno: to the players check that you trade too many words
bruno: no
bruno: thats only
- Your party has left this session. -
- Your party has left this session. -
===

Thank you

[maxd]

check 2nd conversation with the support and check what they say ....

Just out of curiosity why did you bother filing a Pitch-A-Bitch on this if you are going to continue to post every little thing about it on the forums?

Your Pitch-A-Bitch and your current posting activity are not compatible, as you will know from the Pitch-A-Bitch FAQ that you said in your PAB form you had read and understood. To remind you this is the applicable section, in particular:

We reserve the right to discard any PAB where that same issue has been posted to the boards. This relates to threads started by, or contributions to other threads by, the person who filed the PAB. This applies equally to posts made before or after the PAB was filed.

I can only assume that you are no longer interested in the PAB process and as such I will now set yours aside, unless I hear otherwise from you including an explanation of why you chose not to follow the FAQ guidelines. No problem if you've changed your mind about the PAB but next time please let us know.

[bsilva028]

im interested in the pitch a bitch
i only put that yesterday to check the conversation in last chat
i didnt know that i shouldnt post anymore here
it as only to participate and trying to solve a problem that i am having
and to alert (is applicable) the readers of the site and the forum take care with the live support chat
but ok
i will not post here one more thing

Just out of curiosity why did you bother filing a Pitch-A-Bitch on this if you are going to continue to post every little thing about it on the forums?

Your Pitch-A-Bitch and your current posting activity are not compatible, as you will know from the Pitch-A-Bitch FAQ that you said in your PAB form you had read and understood. To remind you this is the applicable section, in particular:


I can only assume that you are no longer interested in the PAB process and as such I will now set yours aside, unless I hear otherwise from you including an explanation of why you chose not to follow the FAQ guidelines. No problem if you've changed your mind about the PAB but next time please let us know.