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Casino Complaint EURO PALACE - When do you admit enough is enough!!

Discussion in 'Casino Complaints - Bonus Issues' started by crikeym8, Sep 8, 2015.

    Sep 8, 2015
  1. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    When can it be considered that enough is enough? I put this question to EURO PALACE CASINO and their staff. What lengths does one have to take when claiming a bonus when its physically delivered to a player, by either casino promotions page, email, or those bloody annoying reload match bonus slide out random page blocks that EURO use. I ask these questions of EURO CASINO here in this forum, because for many months, basicly ever since us players originally from REDFLUSH,& LAVIDA, where forced over to the Fortune Lounge Group several months ago after the take over, it now seems the promotions have gone from a consistant, smooth relyable system which was generous because of player deposit history, to what we currently experience as a "what you see maybe not what you think you saw" mentality.

    When the casino almalgamation started, it was far from smooth, in fact redflush and lavida where basicly unplayable do to many things, such as deposits not reflecting , bonuses not adding, loyaltys not adding, banking system failers, which it was suggested we try out the several other casinos they had to offer untill such time RED & LAVIDA where considered relyiaable.

    Its now several months and yes they seem to be working fine, but all hard earnt bonus structures they contained are either gone or wiped, instead we are stuck at just EURO PALACE for the simple reason, its the only one bonuses and promotions are now applied. which reflect depositing history.

    But i will give just one example of what lengths a person must take to receive what has freely been given, sent or promoted at euro. (1) We pay attention to "the prestige promotion" running from the 3rd sep to the 5th. On casino login promotions page we get this "]receive 20% cashback for your purchases upto $100). Not PURCHASE,..... PURCHASES!!! After the comp there should have been a $100 credited to my account . Nope, it was $15. After making several contacts with chat ,we are then transfered to either a VIP manager or the pit Bos. There has been 4 conversations over two days with 4 different Managers and we get these responses.
    ....................................................................................................................................................................................................................................................
    VIP MANAGER MARKO

    1St conversation resulted in a " Unfortunatly because the prestige promotion ran from the 3rd to the 6th september, you hadnt hit the claim tab to enter the promotion untill the 4th september . So your bonus was only added for the deposits after the 4th which only total $121 which gave you the $15 credit. Had you have pressed the claim tab the day before when you made $500+ deposits you would have received the full $100.

    *** Ok, we can agree the bonus is reflected by the purchases***

    2Nd conversation . Unfortunatly the promotion is only valid on a single deposit and not on your combined deposits over the promotion period. There is no more to be added as the promotion is correct , (Prestige bonus back. Claim 20% of your purchases upto $100) as per casino promotions page.

    ****Ok, thats another that agrees that its based on purchases****


    3rd conversation Jay: Sorry that it a bit difficult to understand.
    Jay: The Bonusback amount depends on your deposit:Deposit amount %
    back on any lossesBetween €20 and €49 10%Between €50 and €99
    15%€100+ 20%*Losses are calculated according to your net loss on
    any game (as per PlayCheck), less any bonus you may have received over
    the period. Turn losses into gains with Bonusback!
    Jay: It is both
    Jay: Both deposits made and losses made are taken in to account.

    Jay: We have been working with the cashback on losses for a while now
    Me: So i deposited 500 plus from the date of start, which is unclear
    as there is no start date on email.
    Jay: We sent the e-mail on the 2nd of September
    ME: Do you have the banner from casino in front of you Jay?
    ME: Correct, in which it says nothing about the start date, which we will assume
    started on the 2nd as thats when it was claimed
    Jay: Unfortunately not as it was remove from the lobby already, but the Info button
    details I have
    ME: Ok, well lets be very clear here. casino banner says "20 back on your purchases"
    ME: email says on your losses.



    *** Ok, now its changed to 20% of LOSSES ,but ***



    {3rd conversation continued, when it was asked what the losses totaled instead of using the deposit formula.}

    ME: while im looking, can you display my losses between the 2nd and the 6th
    , i think either way its the same.
    Jay: You mean the way the promotion is worked out?
    ME: yes.
    Jay: Sure
    Jay: Bet amount between the days 3737.66
    Jay: Minus 2983.15 Payouts
    ME: say 750 in losses yes?
    Jay: Correct. Minus 239.50 in bonuses
    ME: so its still over 500
    Jay: Losses after that 515.01
    ME: thats 20% = $100
    Jay: If the promotion was running from 2 till 6 that would have been the case yes
    ME: well if you sent it on the 2nd , and there is no start date, then one would
    assume it was the 2nd.
    ME: • Play your favourite game before the 06/09/2015 and receive a percentage back
    on your losses up to €100 !*
    Jay: The problem is you could not have opt in on the 2nd as the promotion only went
    Live on the 3rd and the opt in listed on your account was only done on the 4th



    4th and final conversations where with Brent and Ann.

    Please send me the email to **********@*******.com to compare. But even so you do not qualify for this promotion.



    *** No response was given to the email he received ***


    >.............................................................................................................................................................................................................

    Excuse after excuse, and at all times denie anything i present them and then by coincodence the banner for the promotion on casino cant be located, untill Jay states he
    found the original banner which just happens to be worded same as email. Yet with every conversation it reflects in there answers that this bonus , like many they hold are simply there
    to entice, but not to be paid out.................


    AND JUST AS A FINAL OFFERING, Every time i receive these reload banners in casino, there is no record or notes avaliable for staff that they can cross check so many a time they wont honor these reload random promotions. Or it becomes a slinging match. So we only have to go back to week before last and view these snaps of there reload promotions that
    no staff member ever has record of when claiming. OH, and these buggers disappear forever soon as the deposit hits. And unlike times prior, i have snaps, balances, conversations and doc for all matters , not unlike this one randging back 5 weeks. and 4 matters. I wont be left to feel stupid a second longer my dears.


    Apparently im not supposed to rfeceive these offers. depending which staffer you meat.


    Im Bloody over it. If casino doesnt know how it functions how are we to know?










    Oh, and heres a copy of the email that was received on the 2nd sep and claimed on the 2nd. There is no mention of start date.

    .................................................................



    Hi >>>>>

    As a Prestige player, you can still win even if luck is not on your side!

    How it works:

    Deposit any amount (please see table below)
    Play your favourite game before the 06/09/2015 and receive a percentage back on your losses up to €100 !*
    The money will be credited into your bonus balance within 48 hours after the promotion ends.
    The Bonusback amount depends on your deposit:

    Deposit amount % back on any losses
    Between €20 and €49
    10%
    Between €50 and €99
    15%
    €100+
    20%

    *Losses are calculated according to your net loss on any game (as per PlayCheck), less any bonus you may have received over the period.

    Turn losses into gains with Bonusback!
    John Hughes
    Euro Palace
     

    Attached Files:

  2. Sep 8, 2015
  3. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    Absolutely ridiculous .

    I would close the account, they then lose a good customer for the sake of not honouring a badly written promotion. If you had played in the days they say you should have then they would have paid the money, so what's the difference in giving it to you now when it is their fault you weren't informed of the qualifying period.
     
  4. Sep 8, 2015
  5. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Hi crikeym8

    Please PM me your account details so I can check what happened.

    Regards

    Wim
    Fortune Lounge
     
  6. Sep 9, 2015
  7. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Are you calculating any bonus you received? If so the bonus does not count, Just a thought,

    That to the side whether it be 15% or 20% I do not see how $15 back from a $121 is calculated ? So the first chat was wrong to even start of with
     
  8. Sep 13, 2015
  9. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    response from Fortunelounge

    I appreciate receiving a response from Member Fortunelounge
    ............................................................................................................................................................................
    "The Prestige offer was "Deposit between €20 and €49 and get 10%, between €50 and €99 and get 15% and deposit €100 + and get 20% on losses up to €100.00". So the percentage you get is based on your deposit amount but the bonus amount you get is based on your losses.

    The promotion ran from the 3rd up to and including the 6th but the you only opted into the promotion on the 4th at 21:59 GMT+2 so the only deposit that counts for the promotion was a $60.00 purchase made on the 5th. You therefore qualified for 15% match on losses up to $100. As you lost €158.72 between the 4th and the 6th you received a €15.00 bonus.

    Please note that the promotion time was based on GMT+2 and therefore some of your deposits did not qualify."

    ..............................................................................................................................................................................
    Now this is all very well after the fact. But it does not explain why the start date on claim page was on the 2nd, the fact the email received was on the second, and the fact that numerous inquiries to escalated level staff provided incorrect and misleading information. Even with the above answer, it also differs from every other answer ive already received. " promotion was a $60.00 purchase made on the 5th" so unlike in was advised, it is not based on accumulated deposits at all.

    And as advised, in do regularly ask first when entering these promos. Yet many are auto when you log in from email. But if the information provided is wrong, then how are we as players expected to follow the rules and terms when it’s obvious the casino cannot determine what they are until it’s all over.

    There seems to be to many overlapping bonus features in which most are provided on promotion page in casino, but then there are these randon reload s that casino staff cant see or authorize unless you send in a screen shot. Mind you, you can NOT screen shot something that disappears after you deposit.
     

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