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
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