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Casino Complaint Euro Palace (scam?)

Discussion in 'Casino Complaints - Non-Bonus Issues' started by picassocat, Feb 20, 2015.

    Feb 20, 2015
  1. picassocat

    picassocat Dormant account

    Occupation:
    Social Worker
    Location:
    Gatineau Québec Canada
    I recently opened an account at Euro Palace, but before doing so I enquired about currency conversion and they told me there was none, so 150 euro/pound/dollar is equal in bonus to 150 rubles (deposit 150 rubles, get 150 rubles). The bonus rule is confusing, it should simply state: 100% bonus up to 150 in the currency of your choice (unless otherwise stated). The way it now stands, and I quote:

    ‘When you make your first deposit you will receive a 100% deposit match bonus of up to $/£/€150 free.’

    Nothing is mentioned about ‘other’ currencies. There is an exception to this rule in Swedish or Norwegian krona, here the bonus is 100% up to 1500 krona (you must change the language to Swedish or Norwegian and then look at the bonus offer to see this). It’s there but almost hidden and most reps don’t even know about it. All I wanted is to play with as many chips as possible, so I chose Norwegian krona and I did deposit 1500NOK (200USD) for a total (with bonus) of 3000NOK. Transparency doesn’t seem to be one of their pluses.
     
    Last edited: Feb 20, 2015
  2. Feb 26, 2015
  3. picassocat

    picassocat Dormant account

    Occupation:
    Social Worker
    Location:
    Gatineau Québec Canada
    Hi,

    I have been playing blackjack at Euro Palace for a few weeks now (I only play blackjack). I chose Euro Palace for several reasons: it comes recommended, it had the playing conditions I looked for (1-200 units) and the bonus offer was competitive. I log in today to find the playing conditions have changed (minimum is now 10 units). I want to play for 1 unit/200 units not 10 (that is 10 times more:eek:). Normally one would say withdraw and leave, but I can’t even withdraw because I have an ongoing bonus with wagering requirement to fulfill. So here I sit stuck in a lose-lose situation, can’t withdraw and I am at the mercy of the casino's new playing condition (and they can change that anytime they wish :eek:). In a real land casino the customer can at least leave with what he has left. I asked for a manual withdrawal (without the bonus of course) but that was denied. What am I to do? I find it so unfair. I suggested two things to make this right: allow me to withdraw since those are not the condition I’ve signed up for OR allow the new conditions for new customers only. I have been, like many of you, at a blackjack table (real casino) where the conditions suddenly change (especially in the evenings or weekends) and the client is advised beforehand and the client can leave with what he has left if he or she doesn’t find the conditions to suit him or her. In this case, I can't do neither. What am I to do? I would appreciate suggestions. Thank you for helping.

    -------------------------------------------------------------------------------------------------------------------


    (below is the conversation with Euro Palace rep, spelling errors included)

    You are being connected with our support team. Thank you for your patience.
    'Leon' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
    Leon: Thank you for contacting support, how are you doing today?
    Denis Bussiere: Hi, I've been playing blackjack for a few weeks now and enjoying myself. I noticed just now that the playing conditions have changed (limit was 1-200), why the sudden change?
    Leon: The change has been made you are correct, the reason as to this change is unknown to me, but we have rolled out the new conditions
    Leon: It can be due to legislation, mostly is :)
    Denis Bussiere: I chose your casino for the playing conditions and the fact that you come recommended. Can the conditions be reinstated?
    Leon: Whe you say that do you mean changed back?
    Denis Bussiere: Yes
    Leon: I see, it is highly unlikely, in saying that if the lotteries and gaming authorities and eCogra make a change it is the policy sadly
    Denis Bussiere: I is, I think, unfair for the customer, because I can't even make a withdrawl and the casino controls the playing conditions
    Leon: Why can you not withdraw?
    Denis Bussiere: I am told that it is because I have a pending bonus
    Leon: I do see it there, and yes this will prevent you from withdrawing, although this policy has been around for quite some time
    Denis Bussiere: That leaves me to the casino's mercy, can't withdraw and playing conditions worsen.Ant suggestions?
    Leon: Playing slots is the fastest way to reduce the wagering that is required
    Denis Bussiere: The new conditions should only be applied to new customers, in all fairness
    Denis Bussiere: I only play blackjack
    Leon: I understand your thoughts there, but sadly we can not alter it now :(
    Leon: Black Jack will only contribute 2% to the wagering requirement
    Denis Bussiere: Put yourself in my shoes, no withdrawl possible, conditions worsen, that is not good business practice. So i'm stuck...
    Leon: I know, that is why I suggested slots, it will help you the quickest
    Denis Bussiere: I only play blackjack, but I understand your suggestion
    Denis Bussiere: Whom else can I speak to write to to express my case?
    Leon: There is sadly no one really, the terms and conditions are set in place by a power above us at the support centre, and sadly it can not be changed
    Denis Bussiere: I mean in a real land casino the client can always leave with what he has left
    Leon: unless he accepts a bonus, such as a parking lot ticket
    Denis Bussiere: I accepted the bonus and that is not the problem (set aside the wagering requirement) even if BJ contributes 2% i'm ok with that, but also changing the playing conditions is quite unfair
    Leon: I do understand your frustration at the change... but sadly the changes have been made and can not be beaten or gone around
    Denis Bussiere: Why?
    Leon: Because they are set in place by the gaming authorities Denis
    Denis Bussiere: Then I should be allowed to withdraw because has it stands I'm in a lose-lose situation
    Leon: Well no, because rthe wagering policy has been in place for ages
    Denis Bussiere: I understand that this conversation is leading nowhere with me being the looser, no matter what I say, and you know it's unfair for being stuck this way. Come on, put yourself in my shoes. I signed up to play blackjack and blackjack only, chose your casino because of playing conditions and that you come recommended
    Leon: Ok, so what do you suggest I do Denis, I can not tell eCogra and the lotteries and gaming authorities that this is not fair, they will laugh at me, in saying that, the rules and legislation put in place are done so because of a valid reason, it is mostly due to abuse within the casino and fraudsters that cause these changes
    Denis Bussiere: I should be allowed to withdraw OR the new condition should only apply to new customers, that would be fair
    Leon: not really though, we need all of our players under the same terms and conditions
     
  4. Feb 26, 2015
  5. picassocat

    picassocat Dormant account

    Occupation:
    Social Worker
    Location:
    Gatineau Québec Canada
    Hi,

    I have been playing blackjack at Euro Palace for a few weeks now (I only play blackjack). I chose Euro Palace for several reasons: it comes recommended, it had the playing conditions I looked for (1-200 units) and the bonus offer was competitive. I log in today to find the playing conditions have changed (minimum is now 10 units :eek:). I want to play for 1 unit not 10 (that is 10 times more :eek2:). Normally one would say withdraw and leave, but I can’t even withdraw because I have an ongoing bonus with wagering requirement to fulfill. So here I sit stuck in a lose-lose situation, can’t withdraw and I am at the mercy of the casino's new playing conditions. In a real land casino the customer can at least leave with what he has left. I asked for a manual withdrawal (without the bonus of course) but that was denied. What am I to do? I find it so unfair. I suggested two things to make this right: allow me to withdraw since those are not the conditions I’ve signed up for OR allow the new conditions for new customers only. I have been, like many of you, at a blackjack table (real casino) where the conditions suddenly change (especially in the evenings or weekends) and the client knows beforehand so he/she can leave with what he/she has left if they don't find the new conditions to suit him or her. In this case, I can do neither. What am I to do? I would appreciate suggestions. Thank you so much for helping.

    -------------------------------------------------------------------------------------------------------------------


    (below is the conversation with Euro Palace rep, spelling errors included)

    You are being connected with our support team. Thank you for your patience.
    'Leon' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
    Leon: Thank you for contacting support, how are you doing today?
    Denis Bussiere: Hi, I've been playing blackjack for a few weeks now and enjoying myself. I noticed just now that the playing conditions have changed (limit was 1-200), why the sudden change?
    Leon: The change has been made you are correct, the reason as to this change is unknown to me, but we have rolled out the new conditions
    Leon: It can be due to legislation, mostly is :)
    Denis Bussiere: I chose your casino for the playing conditions and the fact that you come recommended. Can the conditions be reinstated?
    Leon: Whe you say that do you mean changed back?
    Denis Bussiere: Yes
    Leon: I see, it is highly unlikely, in saying that if the lotteries and gaming authorities and eCogra make a change it is the policy sadly
    Denis Bussiere: I is, I think, unfair for the customer, because I can't even make a withdrawl and the casino controls the playing conditions
    Leon: Why can you not withdraw?
    Denis Bussiere: I am told that it is because I have a pending bonus
    Leon: I do see it there, and yes this will prevent you from withdrawing, although this policy has been around for quite some time
    Denis Bussiere: That leaves me to the casino's mercy, can't withdraw and playing conditions worsen.Ant suggestions?
    Leon: Playing slots is the fastest way to reduce the wagering that is required
    Denis Bussiere: The new conditions should only be applied to new customers, in all fairness
    Denis Bussiere: I only play blackjack
    Leon: I understand your thoughts there, but sadly we can not alter it now :(
    Leon: Black Jack will only contribute 2% to the wagering requirement
    Denis Bussiere: Put yourself in my shoes, no withdrawl possible, conditions worsen, that is not good business practice. So i'm stuck...
    Leon: I know, that is why I suggested slots, it will help you the quickest
    Denis Bussiere: I only play blackjack, but I understand your suggestion
    Denis Bussiere: Whom else can I speak to write to to express my case?
    Leon: There is sadly no one really, the terms and conditions are set in place by a power above us at the support centre, and sadly it can not be changed
    Denis Bussiere: I mean in a real land casino the client can always leave with what he has left
    Leon: unless he accepts a bonus, such as a parking lot ticket
    Denis Bussiere: I accepted the bonus and that is not the problem (set aside the wagering requirement) even if BJ contributes 2% i'm ok with that, but also changing the playing conditions is quite unfair
    Leon: I do understand your frustration at the change... but sadly the changes have been made and can not be beaten or gone around
    Denis Bussiere: Why?
    Leon: Because they are set in place by the gaming authorities Denis
    Denis Bussiere: Then I should be allowed to withdraw because has it stands I'm in a lose-lose situation
    Leon: Well no, because rthe wagering policy has been in place for ages
    Denis Bussiere: I understand that this conversation is leading nowhere with me being the looser, no matter what I say, and you know it's unfair for being stuck this way. Come on, put yourself in my shoes. I signed up to play blackjack and blackjack only, chose your casino because of playing conditions and that you come recommended
    Leon: Ok, so what do you suggest I do Denis, I can not tell eCogra and the lotteries and gaming authorities that this is not fair, they will laugh at me, in saying that, the rules and legislation put in place are done so because of a valid reason, it is mostly due to abuse within the casino and fraudsters that cause these changes
    Denis Bussiere: I should be allowed to withdraw OR the new condition should only apply to new customers, that would be fair
    Leon: not really though, we need all of our players under the same terms and conditions
     
  6. Feb 26, 2015
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @ picassocat : please check your messages. You've received an Infraction for violating our Posting Rules regarding cross-posting.

    If you have questions just ask but you are required to know and respect those Rules. You've been a member here almost a year, knowing the Rules isn't too much to ask of you.
     
    Last edited: Feb 26, 2015
  8. Feb 26, 2015
  9. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    The currency stuff has kind of got me off playing at many of the downloadable microgaming sites. I played a bit on Fortune Lounge and Platinum Play some time ago, and well I'm not a highroller, usually .3 to .5 eur bets unless I win anything nice and have a WR, but I felt kind of insulted when I now and then was offered 10 Freespins worth 0.03 each cause my account was in NOK. And pretty much the same with their reload bonuses, 50% upto the huge ammount of 10 or 20 eur.
     
  10. Feb 27, 2015
  11. halibaker

    halibaker AUS GAMBLERS ANNUAL- 1st place - 2015-2018 MM

    Occupation:
    I'm a mum and a dad, its hard work.
    Location:
    6110 Western Australia
    euro palace cashout

    I recently had a funny (i can use that word now) withdrawal experience with euro palace.
    My patience had run dry and i was more than fed up with the lack of any free games and wins (over maybe $2) so i decided that enough was enough and decided i would withdraw my measly remaining credits amounting to $20.00. (this was the minimum withdrawal amount, and i actually read and re-read the t&c's prior to hitting the banking pages) the next day we spoke via email :

    Hi Hali,

    Thank you for contacting the Support Desk.

    Shaun here from the casino desk, I would like to thank you for taking the time to send your verification documents.

    I have to advise you how ever that the minimum withdrawal amount is $20.

    Please contact us again, should you have any further queries.

    Kind regards

    Shaun
    Casino Support
    We promote responsible gaming.




    hali baker : 6/02/2015
    To: This email is not visible to you.

    it was a withdrawal of $20 :)



    Casinodesk Support 6/02/2015 Keep this message at the top of your inbox
    To: This email is not visible to you.

    Hi Hali,

    Thank you for contacting the Support Desk.

    I have to apologize I meant that the minimum withdrawal amount is $50.

    Please contact us again, should you have any further queries.

    Kind regards

    Shaun
    Casino Support
    We promote responsible gaming.


    hali baker 6/02/2015
    To: This email is not visible to you.

    no it says $20 on your banking pages



    later that day the $20 was paid into my skrill account, without another email from my pal Shaun.

    sometimes i wonder if they just like to really push me to near breaking point (as you can imagine, is how i felt when i thought i wasn't even going to get my final desperado $20)
    they probably get a pretty good laugh out of it.
    cant really blame em i guess, we all need job perks.
    :)
     
  12. Mar 2, 2015
  13. daenyboi

    daenyboi Non-Gambler

    Occupation:
    Painter
    Location:
    Sweden
    Just sounds like a hustle to get you to rollback the withdraw and lose the money.

    Good you didnt fall for it.

    I would never sign up there:):lolup:
     
  14. Mar 4, 2015
  15. picassocat

    picassocat Dormant account

    Occupation:
    Social Worker
    Location:
    Gatineau Québec Canada
    RESOLVED: Euro Palace (scam?)

    Here is a message I just got from Wim our fortunelounge rep on Casinomeister:

    «Hi Denis

    I have good news for you.

    Casino management have changed the minimum bet settings back in most cases and I am sure you will be happy with the new situation.

    Thank you for your input and concerns which have led to the revision of the decision.

    Once again, my apologies for the inconvenience.

    Regards

    Wim
    Fortunelounge»


    I want to publicly thank him for intervening for all small stake blackjack players like me, there is hope for humanity :)
     
    1 person likes this.
  16. Apr 21, 2015
  17. TheUnluckyOne

    TheUnluckyOne Newbie member

    Occupation:
    Video producer
    Location:
    България
    IMO i do belive their Blackjack is a scam where its not random, but set to a payout percentage. I have played before and lost 15 hands in a row in a game of 2 decks, where the dealer almost always made 20 with 2 10's, if not BJ. Also in almost every case when you increase the bet big time from your standart betting pattern, the card favour in the dealer. I have played a lot of MGs BJ and speak from personal experience. Its just not random. Did you ever had 3 consecutive winning hands of 2 10's ? I doubt that. And i have seen the dealer to have that 6 times in a row. I played a lot, and only lost. My sugestion spend your money somewhere else.
    As for the live BJ that Microgaming offers - its the most stupid thing that you could consider for 2 reasons
    You dont know who is playing with you (up to 7 players on a table, and everyone will ask for a card, hence preventing the dealer to bust or make stupid desicions)
    Betting limits prevent you to catch up with your losses (min $25,max $300, difference is x12, if you use a multiplying system, that goes $25,50,100,200- its only 4 hands you could catch up on and if you lose them, you lost $375 without a chance to place a greater bet)

    That is, if its all about the money.
     

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