Bonus confusion!! @ WinPalce

DavidDavid

Dormant account
Joined
Apr 12, 2011
Location
Manchester
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

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
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

Banned User - flaming
Joined
Jul 2, 2010
Location
USA
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

Dormant account
Joined
Mar 20, 2011
Location
UK
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

Dormant account
Joined
Apr 12, 2011
Location
Manchester
Hey LHofsdal. Thanks for your reply, I didn't think anyone would read it all!

I have definitely learnt my lesson.

DavidDavid
 

greasemonkey

Banned User - flaming
Joined
Jul 2, 2010
Location
USA
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

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
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. :what:

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

LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
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
 
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2btakn

Dormant account
Joined
Jan 3, 2011
Location
Killeen, TX
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. :thumbsup:
 

greasemonkey

Banned User - flaming
Joined
Jul 2, 2010
Location
USA
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. :what:

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

Hi Chayton :)

When you play at winpalace they show a bonus balance in the cashier. Once you have completed the wagering then they move your withdrawable balance to a new box and leave the bonus in a bonus box. SO, when he was playing his favorite game it showed as $800 balance. when he went to the cashier it showed as $650 withdrawable and $150 NOT withdrawable (bonus). He then withdrew the $650, hence the $150 bonus was already removed from his withdrawable balance.
Next he played more on the bonus remaining and lost. They then went back into his withdrawal request and took out another $150 of cashable money. So he went from $800 balance (650 withdrawable/ 150 not withdrawable) to a $500 balance. That is $300 taken as bonus from his withdrawable balance.

This used to be done on some playtechs years ago. They left the bonus in there but would never deduct it from your withdrawable balance a second time. They would leave the bonus in your account and it was totally playable. This practice leaves a lot of gray area once again with this group. It seems everything they do is vague and can be loosely interpreted.


A few more tricks of this casino include:

Table games bonus 35x wagering (what they don't mention is you can only play a few of the table games and that the games you are allowed to play are actually on 25% weighted towards requirements... the truth is the wagering on their games are 140x so they deliberately decieve)

Taking out free chip and all winnings above max cashout once wagering is completed. Then doing it again and again: http://www.casinomeister.com/forums/casinomeister-warnings/42956-slots-jungle-bonus-terms-persist-after-wagering-requirements-met.html

Denying relation to GoldVipCasino, even though their reps slip up and answer as GoldVIPCasino (mega rogue).

Giving cashouts in stages. For example, if you win and want to withdraw $2000 then they will likely process only $500 and decline the other $1500. Then you have to request again, so you request $1500. They approve $500 and decline $1000... and so on. They are hoping you lose your cool and play and lose it back plus in that example it would take at least one month at the quickest to get your payments made. There is no real mention of this and no clear mention on their site.
Another issue is if your bank charges you $75 per foreign transfer then you get nearly 20% of your money eaten up in costs because these idiots are screwing around and partially paying you.

The list goes on (mega litter in your inbox...etc) but those are the ones that bug me the most.
 
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DavidDavid

Dormant account
Joined
Apr 12, 2011
Location
Manchester
Hey everyone,

Sooooo......... I messed up by playing the bonus that was left in my account.

When I've withdrawn at other casino's and a non-withdrawable bonus has been involved, the bonus has been taken out of my account instantly, hence my confusion with the bonus remaining in this instance.

Obviousy not all casino's behave in the same fashion

As GreaseMonkey stated, this is quite deceitful really and I do feel cheated.

You live and learn I suppose

Just for the record, i've not yet received the $500 into my bank account so we shall see.........
 

pobeda

account suspended
PABnononaccred
Joined
Nov 15, 2008
Location
San Diego, CA
sam thing

you will get your money (I hope), but do not invest your money there again. same thing happened to me, except I did not play that money and waited until transaction completed. at the same time, i was assured by multiple reps via live chat that this money belong to me and i could gamble with. i decided not to and id right thing, right after my withdrawal was approved, i noticed it was 150 less then i expected. I was mad and upset, so instead of gambling those 150 on my account i initiated another withdrawal.

honestly, this place not worth it. take a chance in inetbet or jackpot capitol.
or even better, just go to 3dice :)
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
what if you would have won?

The key question here is what would have happened if you turned the $150 you left in the account into more winnings. If they would have paid the winnings, then they are right (although they should have just removed it immediately anyway). If you could not have won more, then they need to pay the $650.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
I get it, thanks greasemonkey! :thumbsup:

The only time I've ever played and cashed out on a bonus like that was at ClubWorld - it was for $50 and max cashout was $500. I asked them if I should cash out $500 and leave the $50 in the account, and they told me to cash out $550 because the $50 would be taken when the withdrawal was processed. But I don't think I had much over and I think I played it down before cashing out. But at ClubWorld they actually allowed me to cash out more than the max.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
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.
Can we see that screenshot please?

I'm wondering if there was a daily or weekly maximum cash-out of $500 (I'm sure I've seen that posted on the forum before), so the max allowed on the first withdrawal was $500 cash + the phantom bonus which was to be removed. This would have left $150 real cash in the account which you could have withdrawn later.

That's all just supposition; the bottom line is you knew it was a phantom bonus and yet you played it away in the casino. That was an unfortunate mistake.

KK
 

greasemonkey

Banned User - flaming
Joined
Jul 2, 2010
Location
USA
Can we see that screenshot please?

I'm wondering if there was a daily or weekly maximum cash-out of $500 (I'm sure I've seen that posted on the forum before), so the max allowed on the first withdrawal was $500 cash + the phantom bonus which was to be removed. This would have left $150 real cash in the account which you could have withdrawn later.

That's all just supposition; the bottom line is you knew it was a phantom bonus and yet you played it away in the casino. That was an unfortunate mistake.

KK

KK, in this particular casino there is not a max cashout of 500 per week policy. That is just what they often do.

To your other question though, that 150 would be held in a seperate box in the cashier as bonus money and not be allowed to be withdrawn. In most RTG casinos THEY take out the bonus manually after you cashout. However, in this group they automatically keep the bonus money from being able to be cashed. The OP didn't purposely keep 150 bonus in his account. You simply cannot withdraw it from the casino in the first place. So they kept the bonus from getting withdrawn completely and the OP could do nothing about it. THEN they went back in manually and took the bonus money AGAIN, leaving his 650 cashout only at 500 and taking the rest as if it were the bonus that they already took out automatically of his 800 balance.
 

Repro

Dormant account
PABnonaccred
PABnononaccred
Joined
Sep 15, 2010
Location
Netherlands
I get it, thanks greasemonkey! :thumbsup:

The only time I've ever played and cashed out on a bonus like that was at ClubWorld - it was for $50 and max cashout was $500. I asked them if I should cash out $500 and leave the $50 in the account, and they told me to cash out $550 because the $50 would be taken when the withdrawal was processed. But I don't think I had much over and I think I played it down before cashing out. But at ClubWorld they actually allowed me to cash out more than the max.

Same here with me. I cashed out all and they just took the free chip out of it and processed the remaining money right away.
 
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