Crystal Palace Complaint

[raynor]

8900 $ lost!

Hi,

i made a big mistake at crystalpalace because i had a balance of 70 Dollars when i redeemed a bonus. Afterwards i've found out that i was not allowed to redeem a bonus when i have an existing balance. I deposited 1100 Dollars and got a 130% Bonus (1430 Dollars). After i have met the wagering requirements my balance showed exactly 10000 Dollars. I was very lucky when playing blackjack.
I tried to cashout 5000 Dollar using Neteller, but my withdrawal was declined and the money went back into my account. They told me that they need some documents. After they received the documents they told me that i may request the witdrawal again. Again the withdrawal and the money went back into my account. But afterwards, the management deducted 8900 Dollars from my account and left exactly 1100 Dollars (which was my deposit) in my account. Well, i am not arguing that they have not left 1170 (because of the 70 before my deposit of 1100) instead of 1100 in my account.
But i find it completely unfair that they remove all winnings from my account. I lost 8900 Dollars because of my only failure to leave 70 Dollars in my account when i redeemed the bonus. This is just not appropriate because i not only risked bonus money but made a deposit of 1100 Dollars and risked a lot of money wagering more than 150.000 Dollars!
I know that i have made a mistake but this is just not a fair treatment of customer who wants to keep on playing for a large amount of money!

 

[vinylweatherman]

Bad Behaviour

Clearly rogue behaviour, they asked for documents, and only then decided you had a balance before redeeming the bonus. Why did they not say so at the outset.
Interestingly, King Solomon CS told me that it was impossible to redeem a coupon while a balance remained (against their rules too). Strange how Crystal Palace software does not have this safeguard. Would they be hoping for players to make this mistake so they can profit?

Why have this term anyway, it only serves to leave a banana skin for the unwary player to slip up on. Other than this, it is to a player's disadvantage in many cases to claim a bonus with WR while having a balance.

 

[raynor]

update: 8900 Dollars lost!

Hi,

i made a big mistake at crystalpalace because i had a balance of 70 Dollars when i redeemed a bonus. Afterwards i've found out that i was not allowed to redeem a bonus when i have an existing balance. I deposited 1100 Dollars and got a 130% Bonus (1430 Dollars). After i have met the wagering requirements my balance showed exactly 10000 Dollars. I was very lucky when playing blackjack.
I tried to cashout 5000 Dollar using Neteller, but my withdrawal was declined and the money went back into my account. They told me that they need some documents. After they received the documents they told me that i may request the witdrawal again. Again the withdrawal and the money went back into my account. But afterwards, the management deducted 8900 Dollars from my account and left exactly 1100 Dollars (which was my deposit) in my account. Well, i am not arguing that they have not left 1170 (because of the 70 before my deposit of 1100) instead of 1100 in my account.
But i find it completely unfair that they remove all winnings from my account. I lost 8900 Dollars because of my only failure to leave 70 Dollars in my account when i redeemed the bonus. This is just not appropriate because i not only risked bonus money but made a deposit of 1100 Dollars and risked a lot of money wagering more than 150.000 Dollars!
I know that i have made a mistake but this is just not a fair treatment of customer who wants to keep on playing for a large amount of money!

Now i tried to get at least my deposit of 1100 dollars plus comps back but they denied the withdrawal again. They have all my documents, but the keep sending me their standard mail:

"Please note that your recent NETeller withdrawal request has not been processed.

This may be as a result of promotional terms and conditions not being met, or our accounts department requiring further information."

After that i sent them an email which got answer in a few minutes: thumbs up!

But now it's getting really "funny":

"Their mail:

Please note that your withdrawal has been temporarily declined by our Accounts Department as you have not yet met the terms and conditions associated with a bonus you redeemed.

It is necessary to wager the deposit + bonus amounts at least 30 times on any games excluding Craps, Roulette, Pai Gow Poker and Baccarat. Furthermore, every $1 wagered on Blackjack or Video Poker/Multi-Hand Video Poker, counts as 50cents towards meeting the wagering requirements.

It is also necessary to have a balance in your account greater than the sum of your deposit + bonus prior to making your withdrawal."

Hey Guys at Crystalpalace, wake up! You already have deducted the bonus and all winnings (nothing less than 8900 Dollars!) from my account, i just want to get my deposit back!

Wagering requirements??? I have wagered over 150000 dollars just to see that my balance was decreased by 8900 Dollars because of a management decision.

I guess the next time they will tell me that my balance is not greater than deposit+bonus?!?

I'm sorry but I'm really getting angry now about their behavior. Next time when playing online i will read the terms carefully to avoid such situations but i wouldn't had expected such a bad treatment before playing at crystalpalace.

 

[bpb]

I'm sorry but I'm really getting angry now about their behavior. Next time when playing online i will read the terms carefully to avoid such situations but i wouldn't had expected such a bad treatment before playing at crystalpalace.

Please explain why you didn't expect such bad treatment when playing at a Crystal Palace casino.

 

[Casinomeister]

Hi Raynor,

And welcome to the forum. Make sure if you are posting a complaint that you PM the casino rep and/or submit a PAB through me.

If you have clearly broken their terms and conditions, then it's up to the casino management to decide on how to handle this. I'll PM the manager to see what's up.