Bonus confusion!! @ WinPalce

[DavidDavid]

Hi everyone! I'd like anyone's opinion as to whether my pursuit of of $150 dollars from WinPalace casino is in vain. It's worth a read as it might stop other members from getting into the same situation.

The story goes as follows.......

I deposited $50 into the casino and used a promo code to receive a %300 match, so I got $150 in bonus money.

I wagered the bonus enough times (25 times) to be eligible to make a withdrawal and my balance stood at $800.
I went to the withdrawal screen which stated that $650 was withdrawable and that $150 wasn't as this was the non-withdrawable bonus. I'd read this in the terms and conditions and it was expected. I was informed I'd need to get my account authorised before making a withdrawal. (This was a very long and drawn out procedure, but thats another story) Eventually I received authorisation to make a withdrawal, so I withdrew the $650 I was allowed to withdraw and the $150 remained in my account.

The terms and conditions state "At the time of a cashout the amount of the bonus will be deducted from the balance"

I thought I had witnessed this happen, I was able to withdraw $650 but not the other $150.
I thought the $650 was now mine no matter what and I would receive the full amount.

My account now had in it $150 worth of non withdrawable bonus in it. So I thought if I cant withdraw it, what do I do with it? I thought I might as well play through it.
I lost it and my balance went to nearly zero.

9 days after I made the withdrawal request, I received an email stating that my withdrawal had been processed to the value of $500. I logged into my account to find that a 'manager withdrawal request' to the value of $150 had been made. Huh?

I spoke to Marck at the casino and he stated that the $150 that had been "removed by the manager" as bonus money was not withdrawable.

I explained to him that I had already been prevented from withdrawing the bonus when I initially tried to withdraw $800.

His reply was that I'd chosen to withdraw $650 and leave $150 in my account which I subsequently lost. This wasn't the case, I was NOT able to withdraw the full $800 and have a screenshot to prove it, I just withdrew the amount the casino would let me.

He wouldn't accept i'd been prevented from withdrawing the full $800.

He went on to say that I should be glad I have won so much money from a deposit of $50. My reply was that it was irrelevant how much I started with, and that I should be able to withdraw my full winnings.

The conversation went round in circles and he again stated that I should be happy with $500. My reply this time was that on numerous occasions I have done the opposite and turned substantial deposits into zero. He then told me this was irrelevant. Right ok.

I said there is nothing in the terms and conditions to forewarn of such a situation occurring, He said he was sure that was. There isn't

I eventually had to end the call after getting nowhere to go to the pub.

Basically I feel as though I have effectively been prevented from withdrawing $300 instead of $150. As far as I'm concerned I have never tried to withdraw the $150 bonus.

Surely a fair and open way of processing my withdrawal would have been to either:

allow me to withdraw $800, then deduct the $150 at the stage of processing the withdrawal, or

deduct the $150 from my account immediately when I requested the $650 withdrawal.

Instead I was left with an ambiguous $150 in my account which I couldn't do anything with apart from play through.

If anyone has got this far, I doubt many people have, I thank you kindly, I know its a very long winded explanation.

Has anyone else made a withdrawal from this casino? If so how did it work? When did the bonus get deducted?

Also does anyone think it's worth me pestering them to try and get the $150 back?

THANKS!!!!!!!
David

[LHofsdal]

You had 800 USD. you withdrew 650, knowing you could not withdraw the bonus money you received on your deposit. The bonus money of 150 USD you left in your account to COVER the deposit bonus. Then you SPENT the bonus money before your withdrawl went through.

They have the right to take it out of your winnings, because they are going to get it back either way. You even stated that your account had 150 USD of non withdrawable bonus in it. You may not have understood the T&C's, take it as a lesson learned and move on. Your not going to get it back.

LHofsdal

[greasemonkey]

What scumbags

They have a trick to everything. If you cannot withdraw that money and it says it is non cashable bonus in the cashier section (which it sure does) then they took the bonus from your withdrawal TWICE!! They should be arrested for that. How the heck do they find it ok to keep you from withdrawing 150 bonus, then taking it out of your account too? Wrong, they are wrong. They just had a warning for stealing money from a free chip cashout. Looks like the rogue pit is next stop. What dirt balls.

[Dipity]

Whenever I withdraw from any casino, I always message them via live chat or email (or telephone if possible) to request a flush of my account.

Not only does this negate issues like the above, but it also stops me reversing (lol)!

I have to side with LHofsdal on this one, I'm afraid.

I don't think you'll get the 150 back for the same reasons they stated above.

[DavidDavid]

Hey LHofsdal. Thanks for your reply, I didn't think anyone would read it all!

I have definitely learnt my lesson.

DavidDavid

[greasemonkey]

You had 800 USD. you withdrew 650, knowing you could not withdraw the bonus money you received on your deposit. The bonus money of 150 USD you left in your account to COVER the deposit bonus. Then you SPENT the bonus money before your withdrawl went through.

They have the right to take it out of your winnings, because they are going to get it back either way. You even stated that your account had 150 USD of non withdrawable bonus in it. You may not have understood the T&C's, take it as a lesson learned and move on. Your not going to get it back.

LHofsdal

I disagree respectfully. If the OP had 800 in the account. They were only allowed to withdraw $650. That means they DID keep the $150 already.
if they don't want it played again then take it out like every other stinking RTG operator? He cashed out minus the $150 bonus just like it says. It has to be purposeful deceit to leave it there hoping to take advantage of some situation like this. It is just like when they say max cashout on free chip then take all the money once playthrough is complete. If you keep playing they take it out again. Its all complete BS tactics.

[chayton]

What scumbags

They have a trick to everything. If you cannot withdraw that money and it says it is non cashable bonus in the cashier section (which it sure does) then they took the bonus from your withdrawal TWICE!! They should be arrested for that. How the heck do they find it ok to keep you from withdrawing 150 bonus, then taking it out of your account too? Wrong, they are wrong. They just had a warning for stealing money from a free chip cashout. Looks like the rogue pit is next stop. What dirt balls.

how did they take the bonus twice? The OP stated that he left $150 in the account but they didn't take it, he PLAYED IT before the withdrawal went through.

Edit: Isn't WinPalace already in the rogue pit? Or am I confusing them with someone else?

[LHofsdal]

GreaseMonkey,

He with drew 650 because he could not withdraw the deposit bonus, so it was left in his account. He spent it, before his withdrawal was processed. So he played the deposit bonus, they are going to take the 150 USD from his withdrawal because he zeroed out his account. They didn't take it twice, only once.

David,

We have all made mistakes, no doubt about it. The good thing is you managed to cashout 500 USD. That is not an easy thing to do at that casino, some people refer to it as NO Winpalace. lol. WTG on your win.

LHofsdal

[LHofsdal]

By the way David, Welcome to the Forum!

LHofsdal

[2btakn]

I did the same at BetPhoenix but spoke with live help and he told me to go ahead and play it because he could see I had waay more than the limit. Maybe if you would have asked before hand but I don't think you will be getting it back. Good luck though.