A few years back I deposited a small sum of money into
Crystal Palace Casino. I truly dont even remember how
I found them at the time because it was a while ago.
I hadn't thought about Crystal Palace until I
noticed an email about bonuses they were giving.
I bought in and began playing. After a few buy
ins(8?) I went on a huge run. I had my account up to
roughly 20k when I cleared my bonus. I then talked to
support and they confirmed that I cleared the bonus.
I then began cashing out. The max per week is 5k so I
put in a cashout request for 5k. I talked to support
and they said that I did not need a faxback form since
I had not used a credit card. My withdrawl was denied
because I did not give a faxback. I then contacted
support again and they confirmed my needing a faxback,
but didn't really give a reason why. The faxback
states "Complete one form for EVERY credit card you
have used at Crystal Palace Casino." Anyway I sent in
the faxback, my license and a bill and finally
received a cashout for 5k. In the meantime I continued
to play at the site and win. The next week I received
another 5k, I continued to play and win. Next week
another 5k, more playing, more winning. Then I was
told by support that I could queue all the money I
wanted withdrawn, 5000 at a time. So I drained my
account, and was left with seven 5,000$ pending
withdrawls. Well a few days ago I got 7 emails denying
my request for cashouts. The emails said that it may
be because of me not meeting the bonus requirements. I
tried to log into my account and got an error message
which said to contact support. I called support and I
was informed that due to a breach of the terms and
conditions my account had been closed, no money, no
nothing, too bad. I asked what I did and he told me I
played a restricted game(roulette) before meeting my
bonus requirements, even though when I was going
through the approval process I was told that I had
cleared the bonus. I refered to the email and did not
see what he meant. He told me to go to their website
and read the terms and conditions there. He showed me
where it said that I could not play a locked game
before the bonus was cleared. I told him that my email
never stated this, nor did it state that I would have
to adhere to other terms and conditions. However, I
had complied with all the terms stated in the email. I
also asked what had changed since my last cashout. Why
had they given 15000$ to a player who breached the
terms and conditions. He gave no answer other than
that's the way it is. I had played for months and was
never told that I had breached the terms. Once I
stopped playing, coincidentally my account was closed.
I also had made other deposits which were given
bonuses. I played locked games with that money. It
seems no one said a word because I lost. These terms
and conditions only applied when I won and stopped
playing. I know that they owe me this money.
Crystal Palace Casino. I truly dont even remember how
I found them at the time because it was a while ago.
I hadn't thought about Crystal Palace until I
noticed an email about bonuses they were giving.
I bought in and began playing. After a few buy
ins(8?) I went on a huge run. I had my account up to
roughly 20k when I cleared my bonus. I then talked to
support and they confirmed that I cleared the bonus.
I then began cashing out. The max per week is 5k so I
put in a cashout request for 5k. I talked to support
and they said that I did not need a faxback form since
I had not used a credit card. My withdrawl was denied
because I did not give a faxback. I then contacted
support again and they confirmed my needing a faxback,
but didn't really give a reason why. The faxback
states "Complete one form for EVERY credit card you
have used at Crystal Palace Casino." Anyway I sent in
the faxback, my license and a bill and finally
received a cashout for 5k. In the meantime I continued
to play at the site and win. The next week I received
another 5k, I continued to play and win. Next week
another 5k, more playing, more winning. Then I was
told by support that I could queue all the money I
wanted withdrawn, 5000 at a time. So I drained my
account, and was left with seven 5,000$ pending
withdrawls. Well a few days ago I got 7 emails denying
my request for cashouts. The emails said that it may
be because of me not meeting the bonus requirements. I
tried to log into my account and got an error message
which said to contact support. I called support and I
was informed that due to a breach of the terms and
conditions my account had been closed, no money, no
nothing, too bad. I asked what I did and he told me I
played a restricted game(roulette) before meeting my
bonus requirements, even though when I was going
through the approval process I was told that I had
cleared the bonus. I refered to the email and did not
see what he meant. He told me to go to their website
and read the terms and conditions there. He showed me
where it said that I could not play a locked game
before the bonus was cleared. I told him that my email
never stated this, nor did it state that I would have
to adhere to other terms and conditions. However, I
had complied with all the terms stated in the email. I
also asked what had changed since my last cashout. Why
had they given 15000$ to a player who breached the
terms and conditions. He gave no answer other than
that's the way it is. I had played for months and was
never told that I had breached the terms. Once I
stopped playing, coincidentally my account was closed.
I also had made other deposits which were given
bonuses. I played locked games with that money. It
seems no one said a word because I lost. These terms
and conditions only applied when I won and stopped
playing. I know that they owe me this money.
)
