Mummy's Gold

hbears341

Dormant account
Joined
Apr 5, 2006
Location
Somewhere
Anyone else having trouble with their software? I downloaded today and did the free hour of play and was able to transfer winnings. I was playing for a while, but now when I log in the software shuts down. I have an e-mail into support and their live support is pretty much worthless. I've timed out twice waiting for someone to respond.

This is not a very good first impression for this casino! :oops:
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi there,

We tried the new type of promo and it generated a huge amount if interest. The downside was that we were not expecting the volumes and also the one or two problems that we discovered while the promo was running increased our queries.

The shut down might be related to the volumes of people htting the server at the same time.

I am sorry your chat timed out. I know it does happen and we are testing and trying new ways of making sure the chat is 100% faultless.

Glad to hear you came right!

If you ever need help PM me and I'll jump in.

Regards,

The Palace Group
 

liquuid_fusion

Meister Member
PABaccred
PABnorogue
PABnononaccred2
Joined
Nov 6, 2005
Location
UK
I was denied the transfer of my freeplay winnings because apparantly wins resulting from doubling on video poker don't count. This seems pretty unfair to me since it's not included in any T&Cs. :eek2: I would have played slots or something if I had known but now I can't access my freeplay account.
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi,

I have your PM and will look into this for you.

The promo is a minumum of 100 bets. A double is not taken as a bet however it is still added to yor winnings.

I'll look into your case and get back to you once you send me your account number.

Chat soon....

The Palace Group
 

Slotster!

I predict a riot.
Joined
Oct 17, 2004
Location
Location, Location!
Cool - I didn't realise this was a Palace Group casino, and I like the idea of the "One Hour Free Play" promotion... Not because I think I'll make any money (all that bonus/real account nonsense does my head in) just as a challenge to see what I can slot up! I did try it at Captain Cooks, but to no avail (see 'Captain Cooks Comedy thread)..

Gonna go give this a go...

Cheers for the tip off!
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hey Slotser,

Let me know how it goes. It is unique, you are almost in control of you own bonus amount...

Good luck!

The Palace Group
 

cheekymonkey

On a Break
Joined
Oct 24, 2005
Location
..
I won 200 at the Cooks 1 hour thingy, but never deposited after reading a few bad reports about them here.

I'm gonna give this one a go though.
 

m1rl1n

Dormant account
Joined
Apr 29, 2006
Location
UK
same thing here

Played for 55 minutes and was down, hit the bonus feature on ladies nightnetting 87.50... so whatthe hell... went for the double, won 3 times so get up to 900 something.... cashin, goes through the palaver of calculating then decides no bonus is eligible. I'd made somewhere in the region of 800 bets by my reckoning... so it appears the double feature inactivates any winnings you may accrue. Ah well.... nearly 200 free bucks but had fun NOT getting them lol:rolleyes:
 

Slotster!

I predict a riot.
Joined
Oct 17, 2004
Location
Location, Location!
I had fun busting out! :D

Clever move to limit the bet limit to 2.25 - I was intending on a 22.50 hit and run!

I'm amazed that if you placed 800 bets they wouldn't pay you!?

Quote from the Palace guy up there:

"A double is not taken as a bet however it is still added to yor winnings."

I'd look into that! At least I lost out fair and square! :D
 

liquuid_fusion

Meister Member
PABaccred
PABnorogue
PABnononaccred2
Joined
Nov 6, 2005
Location
UK
m1rl1n said:
Played for 55 minutes and was down, hit the bonus feature on ladies nightnetting 87.50... so whatthe hell... went for the double, won 3 times so get up to 900 something.... cashin, goes through the palaver of calculating then decides no bonus is eligible. I'd made somewhere in the region of 800 bets by my reckoning... so it appears the double feature inactivates any winnings you may accrue. Ah well.... nearly 200 free bucks but had fun NOT getting them lol:rolleyes:

Mine was declined for the same reason but apparantly it's supposed to count as winnings - i've contacted the rep about it. It looks like a more general problem rather than just something that affected my account.
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi all,

I am busy with a few forum members and will keep you posted on things.
Theer are one or two hiccups which I mentioned earlier but I'll look after you all :) and make sure no one who has met all the requirements loses out.

Regards,

The Palace Group
 

m1rl1n

Dormant account
Joined
Apr 29, 2006
Location
UK
upate on my bonus situation...

All I can say... Palace group rep Darran. Truly a legend... found and sorted the problem inside 10 mins and bonus funds already in the account. Fantastic customer service. bonus.:notworthy :notworthy :notworthy :notworthy
Time to go blow that bonus
 

Slotster!

I predict a riot.
Joined
Oct 17, 2004
Location
Location, Location!
m1rl1n said:
All I can say... Palace group rep Darran. Truly a legend...

I agree - got to give the guy credit!

I had a few minor niggles a few months ago, and he was on the case and sorted within no time - exactly as CS should be!

Kudos! :thumbsup:
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
How do you redeem your winnings after play? I made my initial deposit...followed the refresh thing...and nothing...??? Help? I read the T&C's and don't see anything else..unless I didn't read the right ones :lolup: My second venture into bonus money land and I still can't get it right...geez...says I can redeem $200.00 hmmmmmm.......help?:rolleyes:

Had a great time with You Lucky B*st*rd game!:D
 

The Watchdog

Dormant account
Joined
May 5, 2006
Location
Costa Rica
they are just annoying

I opened my account yesterday...

Played for an hour...WON $1200 on top of the initial $500.

The software says I need to make a $25 deposit to be entitled to the winnings.

Then, on their awful chat, this guy Buyi tells me that I need to deposit $25.. but he wasn't able to explain me what I need to do to cash out.. I spent 2 hours with him not being able to receive respectul and qualified service.

2 hours after the nightmare, (thank god I didn't deposited) All I could learn is that I am only entitled to $200 of the winnings... I need to deposit $25.. and rollover 30... which is not bad.. .BUT.. THEIR REQUIREMENTS ARE SO COMPLICATED.. some games only give you 50% of the requirements.. others 100% others 25%...

To be honest, I've been on the industry for a while. I have never received such a bad service. I felt ripped of. I was willing to make my deposit, but first entered the chat to learn about the restricitions. It has been the most annoying experience I've ever had.

Thats why I like Casinomeister... I do respect ecogra, however sometimes it seems that $500 gets you the right for their logo and they don't do much research on the endorsed site. I already sent my complain to ecogra and see what happens. I will be righting Brian later to see his opinion.

I don't understand howcome an inteligent player can put money on mummysgold.com after what I have experienced. I was shocked on the discrepancies with their software, site and agentes.
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
Very nice 2nd experience with a BONUS! I was e-mailed very quickly mind you, by the casino support on how to withdraw my $200 to play with and it was a very nice experience to have such quick and nice response.

I am into my 2nd day of playing with the funds too! Love that "B*st*rd" game...:D

I'm wondering if anyone has the book for "Bonus Dummies"?:rolleyes:
 

The Watchdog

Dormant account
Joined
May 5, 2006
Location
Costa Rica
mmm

try going to their chat.

hopefully you will be lucky enough to get Buyi. THAT GUY IS JUST THE BEST AGENT EVER... he probably is being hunted by everyone on the KGC... NOT!!

With all due respect you should check good quality service. If you believe mummysgold.com has good service, I can tell you don't know much of this industry.
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi there,

Please give me a chance to look into what happened with your query and what went wrong with Buyi.

PM me your details and I'll have a look. Our support team has been taking a lot of strain with this promotion due to the volumes and I apologise if the service was not good.
The Palace Group does try and keep all players happy.

Send me your details and let me have a look.

Regards,

The Palace Group
 

The Watchdog

Dormant account
Joined
May 5, 2006
Location
Costa Rica
Thanks

I do appreciate your concern...

Is not my intention to give you a hard time.

My email was sent as well as my complain to ecogra.

You can check the attachments I sent with Buyis chat as well as the screen shot stating that I needed to deposit $25.

I really appreciate you taking hands on the matter.

I sticked to my word and as I told your staff I will be complaining with Brian and ecogra. When I contacted casinomeister.com it gave me a link for endorsed casinos by ecogra. Honestly I respect and appreciate Brian's work more than ecogra's. Never the less, for the sake of your business you should look into these allegations. When I came to the forum I was surprised to see that there was already a thread about mummyscasino.com

You know how much impact this site has on the industry....

Thanks for your help.
Never the less, I won't deposit there. Trying to stay away from gambling plus the requirement is way to complicated and big.
 

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi,

I think I actually know the chats you are talking about and I instructed Buyo to immediately send you an email with the correct info and apologies.

Please send me your account number, I want to make sure I stay on top of this.

Regards,

Darran
 

The Watchdog

Dormant account
Joined
May 5, 2006
Location
Costa Rica
Hello

I have not received an email from Buyi, but its ok.

Look, my intention was not to give you a headache... but my experience was a really dissapointing one.

This is an awesome promotion, which I guarantee and believe has bring lots of activity to your casino. However your staff had to be more prepaired for this and also make sure that everything was in order before launching this.

A casino can change its policies at any time, there is nothing that stops them to. However I recommend you to have people checking the website from head to toe once a policy change happens to make sure no one will complain due to discrepancies.

Regarding the chat service, check on that. Some people might say that most casinos dont offer it or whatever.

Let me tell you what gives me security at an online gambling site.

24-7 chat and phone support: If something gives me security, is that the company I am making business with is availble at any time through both of these methods and ready to answer any question and satisfy my requests.
If they offer 24-7 chat service, and every time you get one there is a problem or you get the message "unavailable" ...&%&$ that... tehy shouldnt offer it in the first place.

I like my emails to be answered with in an hour the tops. Is not that complicated. When a customer finds his answer in the shortest period of time, they feel the are being taken care of and not being ignored.

And also, if I speak with an agent over the phone, I dont like the Mc Donalds order procedure. If I make a question the agent should be able to give me a professional and good answer within second. If you are on hold 5 times in one phone call, it shows me that the guy on the other side just doesnt konw what the hell he is doing.

Thanks for your time...

And consider having a meeting with your staff to get things straigh. I am not depositing though, and my $200 that I can use from my $1200 proffit you can keep. my account is TMGxxxxx
 
Last edited by a moderator:

Palace Group

Dormant account
Joined
Oct 7, 2005
Location
Online
Hi Watchdog,

Again I am really sorry you have had a dissapointing 1st encounter with us.
I assure you we are doing our best to get the chat/telephone and email asupport turn around times back up to the level we are happy with as I know this is of HUGE importance in our industry as with many others.

Ultimately it shouldn't end up with me interviening but if there are problamatic cases I will always try and resolve any issues.

Your feedback is being taken in a positive light as it is constuctive and appreciated.

I will still send you an email after looking into exactly why your account was not dealt with properly.

Kind regards,

Darran
 

Macgyver

Dormant account
PABnononaccred
Joined
Feb 3, 2004
Location
North Carolina
Take out your account number from your last post, Watchdog (if you can still edit) ...

Too many unscrupulous types on the Internet (not that any are here in 'Meister-land :D ) :thumbsup:
 

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