Casino Complaint Golden Palace denies over 2000 euros in winnings

[meins]

Hello there!

Offcourse did a pitch a bitch here, but there are already on the 'blacklist' regarding Max because they did some bad marketing in the past. So it didnt passed.
Here's the story in short:

I deposited 650 euros on the 1st of May to receive an 100% match bonus. After I contacted support they added the bonus after a few hours. So I was playing baccarat and blackjack and between the gambling I deposited again another 650 euros. After I met the 50.000 wagering requirement I casht out a massive 3400 euros.

After a few days I received this email:

Dear Meins,
We regret to inform you that we will not be able to process your pending withdrawal.

Upon further review of your account, it was determined that you were not eligible to claim the May Day bonus. Unfortunately, any winnings earned with this promotion will be voided. The deposit(s) that you made to claim the bonus will be available for you to play with or withdraw as you wish.

We sincerely apologize for this inconvenience.

Golden Palace Casino

I Immediatly called there fast phone support, offcourse I first was in a big discussion with the phone support, supervisor and manager. But they all felt back on one argument: that I didnt was eligable to receive the bonus.

Some arguments from me:

1. It was their mistake to give me that bonus.
2. It is very strange that they contact me after the withdrawal of a big win (and not during playing)
3. I was taking the risk of losing it all (but they never will pay my winnings)
4. Why are they voiding all my winngs (and not the only ones that I won with the bonus)

And I didnt break in any case their terms and conditions.

Last email from them:

Dear Meins,
We understand how you must feel but unfortunately there is nothing else we can do.
Golden Palace has the right to take different actions including remove bonuses plus winnings according to our bonus terms and conditions.
This was a decision we made and if you have any doubt about the bonus rules feel free to read them at:

You do not have permission to view link Log in or register now.

.
Regards
Golden Palace Casino


I think there is nothing I can do but I just wanted to share with you.

 

[slotheadlizard]

Damn

I'm sorry this happened to you, that sucks

 

[hitobito2005]

That is definately rogue behaviour but they are a pretty dodgy casino.

Have you tried the Playtech disputes process?

 

[vinylweatherman]

Corporate theft - pure & simple. Through bait & switch - illegal SPECIFICALLY now under UK law - pity Golden Palace isn't trading from here

Funny how casinos seem to think this is OK when THEY do it. Try running a "proper" business, and get caught dipping into a customer's account after the fact just because "we felt like it".

Now you know WHY they are in the rogue pit. YOu have been victim of ANOTHER of their unethical marketing practices. The original one was that they were prepared to DISRUPT THE OLYMPIC GAMES in order to promote themselves. They received a censure and undisclosed "fine" from their regulator (Kahnawake), and promised never to do it again. They kept the promise, sort of, their next "stunt" was at the WINTER OLYMICS

This was a simple "bait & switch" con. They promoted a bonus, and support gave it to you (so at this time, you had no reason to believe you were ineligible). The idea is that MOST players will NEVER know this, and will lose thinking they had a fair chance to win, but in fact they had NO chance to win (as you found out).

They should have refused the bonus up front, and told you that you were ineligible. You would then have had the correct information, and probably would not have deposited there.

This casino, and it's sister site Golden Casino (for US players because Playtech banned operators from using the software in the US market) have a long history of rogue behaviour. Some players had very good cases, but were STILL not paid, and remain unpaid YEARS later.

Unfortunately, they are largely unaccountable because they tend to hide in lax jurisdictions, where you would have to travel and take them to court to see the money.

The only way to get at these rogues is to starve them to death, by ensuring that these tales are easy to find on the internet, and that there are enough of them by independent players and respected websites.

One sign that a rogue casino is buckling under the strain is when they pull a rebranding stunt. Two rogue groups did this recently. Virtual split off half (approx) of the group and tried to make them look "less virtual like", by placing them in a different marketing program. The old Crystal Palace group was sold to an undisclosed party after the death of the owner, and promptly renamed every casino - this kind of thing is designed to circumvent rogue lists, and fool newbie players into thinking they have found a "clean" casino to play at.

Rogue lists are NOT static, but change with time, so they should be consulted on a regular basis. Here, you just need to check the warnings, as these indicate casinos that may about to be thrown into the rogue pit, and warnings are there because some current problems have emerged that cannot be resolved quietly.

 

[GrandMaster]

I am certain that Golden Palace, this fine and upstanding company, is combing through the list of losers to refund their deposits if they have taken bonuses they were not eligible for.

 

[jod5413]

I am certain that Golden Palace, this fine and upstanding company, is combing through the list of losers to refund their deposits if they have taken bonuses they were not eligible for.

This would be an absolutely hysterical statement, except that it is 100% true!!! People, you need to read CM's rogue listings, and pay attention to where you put your hard earned money!!!

 

[PokerDragon23]

shitty buzz dude

 

[Jasminebed]

So sorry you got screwed over. Glad you told your story though, the more people know, hopefully they will fool fewer people.

Well, you have found CM now, and by sticking to the accredited list you should not run into the same kind of problems.

Prior to finding CM, I played a rogue without even realizing it...since I never cashed out, never had a chance to find out.

Casinomeister, what would us poor players do without you. Even the mighty Maxd could get nowhere with these crooks.

 

[vegetagirl2008]

Its a damn shame that people could be so crooked. This is why we tell people not to play at these casinos. It hurts knowing that people deposit their hard earned money into these casinos expecting a win and they get told they cannot because the casino play their little T & C game. I don't know why the gaming commission is not cracking down on these casinos. Why is everyone turning a blind eye? I guess it don't happen to them why should anyone care.

Its a shame.

 

[Jasminebed]

Well, a buddy's sister is gambling online. I don't know where, but she's losing about $200 a week, hoping for a big one...a bit of a problem I think, but it's less than she was losing regularly at the nearby B&M.

I gave the address for CM to my friend to pass along. I'd hate to think she was playing somewhere like here or the Virtual Group that if the big one does come along, she won't get paid.

I expect to lose gambling, but I don't expect to have my money STOLEN from me.

 

[maxd]

Offcourse did a pitch a bitch here, but there are already on the 'blacklist' regarding Max because they did some bad marketing in the past. So it didnt passed.

I'm sorry but that's not a fair account of the situation.

I specifically told you that your PAB would be processed under the "One Free Shot" rule, and it has been, but since the casino is in the Rogue Pit I would not be able to pursue the case like I normally would for a non-Rogue PAB.

As it happens there are a number of Golden Palace issues accumulating and they all have the same problem: the casino refuses to discuss these cases via email, presumably to avoid leaving a permanent record. Since the case records are essential to the PAB process the process stalls there, as has happened in your case.

I should add that the issues we have with Golden Palace are rather more severe than are currently listed in the Rogue Pit. That listing is out of date. Bryan is aware of this and I believe he plans to update it as time permits.

 

[meins]

Im sorry I meant that it did passed but did not picked up by golden palace.

A note why I played golden palace,
I did not know when I signed up that they were rogue, I had a win and they paid. after that sign up I had also some decent wins from about 1000 and they also paid. so from then I didnt had to think they were rogue.
when I had a total won of about 5000 I think I had this issue discussed in the topic. GP was also using the argument that I did was paid by them so there was no reason to think they were rogue

 

[Jasminebed]

Meins, I knew what you meant. Thanks maxd for clarifying for anyone that didn't. For clipjoints like this, they don't care what Maxd or CM or every forum out there know they are rip-off artists. There are always some new fish to fry.

If they ripped off every player every time, they would go out of business. They pay a few smaller wins just to keep you depositing, and then whammo! The rogues will get players saying "I won $1000 and got paid" until the point they will lose money overall on you and STEAL from the players.

There are really no laws to keep them from such behaviour either and they remain some of the longest running casinos while some reputable casinos have foundered and closed.

 

[deucebag]

Some arguments from me:

1. It was their mistake to give me that bonus.
   

How did you manage to claim the bonus? As I recall GP bonuses are not automatic and you have to claim the bonus by contacting support and providing code you received in the promotional email. Did you receive the email for the May Day bonus, and if not, how did you find the code?

 

[meins]

How did you manage to claim the bonus? As I recall GP bonuses are not automatic and you have to claim the bonus by contacting support and providing code you received in the promotional email. Did you receive the email for the May Day bonus, and if not, how did you find the code?

I heard from a friend of mine who also played on golden palace that they were running a nice promotion. And terms did not say it was invite only or not open to all. So I called the support if I claim that promotion code and they say nothing about that my account wasnt eligable or anything else and I received the promotion.

 

[chuchu59]

Im sorry I meant that it did passed but did not picked up by golden palace.

A note why I played golden palace,
I did not know when I signed up that they were rogue, I had a win and they paid. after that sign up I had also some decent wins from about 1000 and they also paid. so from then I didnt had to think they were rogue.
when I had a total won of about 5000 I think I had this issue discussed in the topic. GP was also using the argument that I did was paid by them so there was no reason to think they were rogue

That was exactly what Virtual did. Sometimes they paid but they sort of calculated that the players in question will be back. Once a player wins big, they either refused to pay outright using an excuse even a 3-year old wouldnt believe or they would lure you to reverse your withdrawal. In fact, some of these players would actually hit back when told that these are rogues wont pay. Hard to blame them and this is one of the reasons why some rogue casinos still survive. Many still believe they are honest operations as they do sometimes but craftily in the hope of more people falling prey to them.

 

[vinylweatherman]

I heard from a friend of mine who also played on golden palace that they were running a nice promotion. And terms did not say it was invite only or not open to all. So I called the support if I claim that promotion code and they say nothing about that my account wasnt eligable or anything else and I received the promotion.

Looks like they thought you would ONLY deposit if you got the bonus, after all, it WAS advertised. You could NEVER have won though, since you were not invited, but ONLY the email would have told you this, but HOW COULD YOU KNOW - you didn't get it.

CS should have told you - "sorry, you are not on the list for this promo". This would have been the honest thing to do, but they wouldn't have gotten your deposit. In law, and employee represents the business, and thus the casino is liable to honour the ACTIONS of their staff. They CANNOT later take YOUR money (it IS yours, you won it) because of THEIR mistake - this would make them a ro...... oh! they are already

 

[thelawnet]

I don't think Golden Palace are as bad as some Playtech casinos, nor as bad as most RTGs. I'm not sure what the facts are in this case, evidently they don't play fair when it comes to disputes, but I would happily take one of their bonuses, and would expect to be paid by them.

 

[AussieDave]

My opinion is aligned with VWM statement:

In law, and employee represents the business, and thus the casino is liable to honour the ACTIONS of their staff.

I view this type of action by Golden Palace as identical to a player doing a charge back. Fundamentally there is no difference.


Cheers
T

 

[mmeijer]

I also played that promotion at the first of may. I even gave them a call to ask if I could get the bonus. "Of course you can" is what the agent replied. So I deposited 650 and recevied the bonus.

I ended up at 2750 euro and did receive the the same email. They keep telling me that I was not eligible for the bonus. I could understand this if the bonus was credited automaticly, but I even called to ask for the bonus...

I hope casinomeister can help us to get our money back. Golden Palace


btw: I knew that GP was in the roguepit because of unethical marketing. I was unaware the they were real rogues(voiding/stealing winnings).

 

[vinylweatherman]

I also played that promotion at the first of may. I even gave them a call to ask if I could get the bonus. "Of course you can" is what the agent replied. So I deposited 650 and recevied the bonus.
I ended up at 2750 euro and did receive the the same email. They keep telling me that I was not eligible for the bonus. I could understand this if the bonus was credited automaticly, but I even called to ask for the bonus...

I hope casinomeister can help us to get our money back. Golden Palace


btw: I knew that GP was in the roguepit because of unethical marketing. I was unaware the they were real rogues(voiding/stealing winnings).

Bait followed by switch. Don't have to pay the winners, but the losers never know (so don't get their deposits refunded).

PAB might not be any good, ask Max if GP are responding to his efforts before wasting your "one shot" at a non accredited casino.

Unethical marketing practices are a reflection on the ethics of the company as a whole, which is why a few casinos are in the rogue pit based on how they trade, with little mention of player related problems.

You should ask WHY you were deemed ineligible for the bonus. This might give us some insight as to how GP were running this little scam.

I am thinking that CS were told to tell EVERYONE who asked about the bonus that they could have it, but when it came to paying out time, there were some devious terms and conditions management were using in order not to pay out.

 

[meins]

Bait followed by switch. Don't have to pay the winners, but the losers never know (so don't get their deposits refunded).

PAB might not be any good, ask Max if GP are responding to his efforts before wasting your "one shot" at a non accredited casino.

Unethical marketing practices are a reflection on the ethics of the company as a whole, which is why a few casinos are in the rogue pit based on how they trade, with little mention of player related problems.

You should ask WHY you were deemed ineligible for the bonus. This might give us some insight as to how GP were running this little scam.

I am thinking that CS were told to tell EVERYONE who asked about the bonus that they could have it, but when it came to paying out time, there were some devious terms and conditions management were using in order not to pay out.

I did soms research on forums and I found out that some people who didnt received the promotion email also have managed to receive the promotion and received their money. (~1k profit)
But I think the ones who made over 2k profit they did not pay. (as also in mmijer's case)

 

[meins]

Forgot one last funny thing to say:

When I talked on the phone with the supervisor I asked: But the ones who lost their money (and were not eligable) are you also giving them their money back? She responded: Yes they defenitly will receive an email.

Yes offcourse


And:
There are also people who received a message from support that they are a 'No bonus account' and they dont receive a bonus.

 

[vinylweatherman]

Forgot one last funny thing to say:

When I talked on the phone with the supervisor I asked: But the ones who lost their money (and were not eligable) are you also giving them their money back? She responded: Yes they defenitly will receive an email.

Yes offcourse


And:
There are also people who received a message from support that they are a 'No bonus account' and they dont receive a bonus.

This could NOT be you though, or support would have REFUSED the bonus, since they would be able to see this as soon as they looked at your account in order to credit the bonus.

The fact that they ARE paying those who won around 1K, but NOT those who won more, is yet another sign of a rogue casinos, CHOOSING who to pay WITHOUT this being anything to do with the terms and conditions.

Rather than having a robust system in place to refuse bonuses at the outset, they prefer to recind WINNINGS after the fact if said winnings are the players' but NOT if said winnings are the casino's. The reason given, not being eligible, is NOT something a player is in a position to know at the time of depositing and claiming, hell even their SUPPORT don't even know

 

[meins]

This could NOT be you though, or support would have REFUSED the bonus, since they would be able to see this as soon as they looked at your account in order to credit the bonus.

The fact that they ARE paying those who won around 1K, but NOT those who won more, is yet another sign of a rogue casinos, CHOOSING who to pay WITHOUT this being anything to do with the terms and conditions.

Rather than having a robust system in place to refuse bonuses at the outset, they prefer to recind WINNINGS after the fact if said winnings are the players' but NOT if said winnings are the casino's. The reason given, not being eligible, is NOT something a player is in a position to know at the time of depositing and claiming, hell even their SUPPORT don't even know

A few days ago I called support because there was a bonus. And I wanted to check what they are saying now.
So I said: Can I use a promotion in the casino? Attended looked in his system en put me on hold for 5 minutes. After that he said: 'you are not able to receive any bonuses sir'.
Why they didn't say that on the may promotion