What is going on with GNUF/Betway?

[vinylweatherman]

I have just encountered a problem with GNUF. I am platinum VIP and get regular promotions via a VIP calendar. This has been working fine until today.

I did the obvious and clicked "contact us" in the lobby, and found a page with EVERY SINGLE field for contact options a blank.

I thus used internal "casino mail" to send a query, but this function is often unreliable with MGS casinos in general, so i decided to follow this up with the rep.

Off to the accredited section where they are listed, and clicked on "casino rep". I was met with "dormant account", and a flurry of "what's going on" visitor messages ending in May this year. Seems there is no new rep, and no contact us information from the casino side.

What should have been a simple and straight forward support query has turned into a marathon exercise likely to eat up the rest of the evening, very disappointing

Could be one less casino on my hard drive at the end of the year.

The rarity of problems with GNUF means this is the first time I have noticed what seems to have been a problem since the spring.

If this was 32Red for example, in the time taken to write this I would have been on the phone, or live chat, and would probably be back playing by now after the problem got fixed. I now have time to kill waiting for a reply from a casino mail, which may or may not happen, with the only way to follow up being another email. The promo in question runs for 5 more hours.

Had there been a non dormant rep, they would have had this summary by PM.

Granted, the original rep may have moved on, but surely by now a new one should have been appointed, and registered with Bryan as the new point of contact.

Looking on the positive, past performance has meant I only encountered this issue now, some 7 months after the old rep departed. My only email contact previously has been sending in documents, which all went smoothly.

[bsilva028]

try to contact their rep here (palace group) gnuf now is part of them
like i said in another thread yesterday, he/she answered me in less than 2 hours

I have just encountered a problem with GNUF. I am platinum VIP and get regular promotions via a VIP calendar. This has been working fine until today.

I did the obvious and clicked "contact us" in the lobby, and found a page with EVERY SINGLE field for contact options a blank.

I thus used internal "casino mail" to send a query, but this function is often unreliable with MGS casinos in general, so i decided to follow this up with the rep.

Off to the accredited section where they are listed, and clicked on "casino rep". I was met with "dormant account", and a flurry of "what's going on" visitor messages ending in May this year. Seems there is no new rep, and no contact us information from the casino side.

What should have been a simple and straight forward support query has turned into a marathon exercise likely to eat up the rest of the evening, very disappointing

Could be one less casino on my hard drive at the end of the year.

The rarity of problems with GNUF means this is the first time I have noticed what seems to have been a problem since the spring.

If this was 32Red for example, in the time taken to write this I would have been on the phone, or live chat, and would probably be back playing by now after the problem got fixed. I now have time to kill waiting for a reply from a casino mail, which may or may not happen, with the only way to follow up being another email. The promo in question runs for 5 more hours.

Had there been a non dormant rep, they would have had this summary by PM.

Granted, the original rep may have moved on, but surely by now a new one should have been appointed, and registered with Bryan as the new point of contact.

Looking on the positive, past performance has meant I only encountered this issue now, some 7 months after the old rep departed. My only email contact previously has been sending in documents, which all went smoothly.

[vinylweatherman]

try to contact their rep here (palace group) gnuf now is part of them
like i said in another thread yesterday, he/she answered me in less than 2 hours

I thought they only hired Palace group for support, but had their own rep.

Why has this arrangement not been formalized by Bryan by adding these casinos to the Palace Group section It has been like this since May.

I can only assume the Palace Group rep is "filling in" in an unofficial capacity, but surely 7 months is long enough for an "official" arrangement to have been put in place.

It's like saying the Palace Group rep can handle issues at Prime casino, and it is well known that this is not the case. Prime will not even allow the Palace Group rep to deal with PABs on behalf of Prime, let alone intervene in player disputes at rep level.

This odd arrangement is beginning to worry me, so back to my original question of "what is going on?".

On another point, why can't Palace Group CS help me over the phone with GNUF issues. The "phone" field is blank. Palace Group have live chat too, but again this cannot be used for issues at GNUF.

So, what IS Palace Group REALLY doing in terms of providing services to the owners of GNUF in relation to looking after their players?
When anything requires a decision, what authority is vested with Palace Group when it comes to making decisions without having to refer the matter back to GNUF's owners.

[vinylweatherman]

I have sent a PM to the Palace Group about this issue, as well as the questions of how this new arrangement is supposed to be working.

[bsilva028]

but with gnuf its different
if you check the profile of "palace group rep" it says there "gnuf" and "betway", does not says "prime casino"
"Casino Properties:
Spin Palace Casino,
Ruby Fortune Casino,
Piggs Peak Casino,
Jackpots in a Flash,
Mummys Gold Casino,
Poker333.com,
Cabaret Club Casino
Betway
Gnuf
Webmastered websites:"



in fact what i know its "prime casino its not part of the palace group"

but its strange because i have an account in prime casino too, and i get in the e-mail exacly the same promotions that i get in piggs
without any any difference

same % of bonus, same value, same calendar, same text....

I thought they only hired Palace group for support, but had their own rep.

Why has this arrangement not been formalized by Bryan by adding these casinos to the Palace Group section It has been like this since May.

I can only assume the Palace Group rep is "filling in" in an unofficial capacity, but surely 7 months is long enough for an "official" arrangement to have been put in place.

It's like saying the Palace Group rep can handle issues at Prime casino, and it is well known that this is not the case. Prime will not even allow the Palace Group rep to deal with PABs on behalf of Prime, let alone intervene in player disputes at rep level.

This odd arrangement is beginning to worry me, so back to my original question of "what is going on?".

On another point, why can't Palace Group CS help me over the phone with GNUF issues. The "phone" field is blank. Palace Group have live chat too, but again this cannot be used for issues at GNUF.

So, what IS Palace Group REALLY doing in terms of providing services to the owners of GNUF in relation to looking after their players?
When anything requires a decision, what authority is vested with Palace Group when it comes to making decisions without having to refer the matter back to GNUF's owners.

[DiamondGeezer]

Vinyl sounds like you have had GNUF today

[vinylweatherman]

but with gnuf its different
if you check the profile of "palace group rep" it says there "gnuf" and "betway", does not says "prime casino"
"Casino Properties:
Spin Palace Casino,
Ruby Fortune Casino,
Piggs Peak Casino,
Jackpots in a Flash,
Mummys Gold Casino,
Poker333.com,
Cabaret Club Casino
Betway
Gnuf
Webmastered websites:"



in fact what i know its "prime casino its not part of the palace group"

but its strange because i have an account in prime casino too, and i get in the e-mail exacly the same promotions that i get in piggs
without any any difference

same % of bonus, same value, same calendar, same text....

I saw this in the profile, but it needs to be on the site under the listings for accredited and "all MGS casinos" to be of any use to players trying to find the correct rep to contact. The site links are going to this dormant rep's account, rather than the Palace Group rep.


The thing is, GNUF and Betway are NOT advertised to players as "part of the palace group", but as "Betway Group". Even the processor is different, appearing as GNUF/Betway, rather than Palace Group.

It looks no different than the connection with Prime. If anything the similarities are CLOSER between Prime and Palace Group than they are between GNUF and Palace Group.

The VIP calendar is nothing like the way Palace Group used to run VIP promos when I was VIP there. My VIP status at Palace group was revoked a week after I had a run-in with prime over a £500 withdrawal, indicating a VERY close connection between Palace Group and Prime. On the other hand, my promotion to VIP at GNUF came AFTER Palace Group started running some support for them, indicating a more distant connection.

These are all oddities that "make me go Hmmmm.......".

[me_and_ed]

My issue is the 48 hr pending period and no flushing, it is a lousy policy, however they pay without hassle beyond that.

[vinylweatherman]

My issue is the 48 hr pending period and no flushing, it is a lousy policy, however they pay without hassle beyond that.

It's a pain, but borderline. So many casinos now have 48 hours as standard.

[vinylweatherman]

Just got a call from them.

A technical glitch meant that everything gave the appearance of working, but it wasn't. The glitch also brought down other aspects of the service, including live chat and lobby based functions, which is why the "contact us" page had been wiped of all information.

The caller wasn't sure why I didn't hear back from my email sent via the lobby, but perhaps this too had been affected as it is another lobby based function.

Things should now be back to normal.

It's an odd glitch, as normally I see things go wrong when submitting claim forms, such as a page of VBS or SQL errors instead of "you have successfully opted in to.................".

He also told me he had sent the latest details of how to get in touch in the email, and confirmed that live chat and phone should normally be available in addition to email.