Palace of Chance takes no chances with their money

[bgammonb]

It had been almost 2 years since I had gambled at Palace of Chance casino. I had lost money overall there in the past, but I received an email offering a reasonable bonus, so I decided to revisit the casino. Since I had some comp points left there, I thought I would check out the video poker and blackjack prior to putting more funds at risk. I requested a redemption of my comps and instead of the $14.27 that I thought I was due, my account was credited $1427. I decided to go ahead and play, realizing that at some point the casino would probably deduct the $1412.73 that they had inadvertantly credited to my account. I immediately had a great run of luck on video poker, and increased my credits to over 2300 dollars. All of a sudden I noticed that the casino had taken all of my credits except for a little over fifteen dollars which represented my new comp value. When I contacted the casino, I was told that since they made a mistake, that my winnings were null and void. They said that it would be stupid of them to give me any of the winnings since they had incorrectly credited too much money to my account. I told them that I agreed that the $1412.73 was certainly theirs, but that nothing in their terms stated that an error on their part would invalidate my winnings in full. I suggested that since I was supposed to receive $14.27 and that since their terms did state that my withdrawal was limited to 10 times that amount, I felt that a payout of $142.70 would represent a fair solution to the situation. Melanie, the customer service representative, said that they would not let me have any of my winnings since they had made a mistake. I told Melanie that if they were going to confiscate all of my money that I would post a complaint at Casinomeister. She asked if I was threatening them, and I told her that she was now understanding me, although she had spent the entire conversation talking over me each time I would try to speak. Melanie stated that a casino as powerful as Palace of Chance would be impervious to any effect of a posting at a casino watchdog portal. Then, she asked me to wait one day until upper management could contact me regarding a solution. I agreed, so now it is a day later with no contact from Palace of Chance. When I had bad luck at Palace of Chance, they kept my money. When I had great luck at Palace of Chance, they took the money. Seems like a win-win situation for Palace of Chance, and I guess that leaves me with the converse.

 

[AussieDave]

Personally I don't like nor trust this casino. However, in this case on your own admission Palace of Chance had comp'd you the wrong amount.

Instead of contacting support you state "instead of the $14.27 that I thought I was due, my account was credited $1427. I decided to go ahead and play, realizing that at some point the casino would probably deduct the $1412.73 that they had inadvertantly credited to my account."

I'm sure you were not playing minimum bets or should I say what you would have played if they Palace of Chance had comp'd the correct money of $14.27.

Why now should the casino allow you to keep these winnings.

From my experience based on reputable casinos, contacting support and making them aware of their error, has in most times been a favourable thing on my part. Most times I've received a little extra for my honesty.

In your case you knew it was wrong but you commenced play anyway. What were you thinking!

Now you post here stating a foul and it's not fair!

If on the other hand you had fessed up and contacted support before commencing play you may not have received a thank you reward, but, you may have actual won something legitimately. If thenyou didn't get paid, then posting here would be a suitable recourse.

 

[belgamo]

This is exactly what makes the casino's take the stance they do.The player was "fully aware" a mistake was made, makes no effort to have it corrected,and decides to play. Did you really think you would get away with it?
Being a gambler myself I am quite sure that with a bigger bankroll ,bets were made that would have easily drained the comp money if properly credited .
Be honest with yourself, would you pay out the winnings if you ran the casino. NO WAY!

 

[belgamo]

We were thinking and typing the same point of view at the same time. LOL

 

[AussieDave]

belgamo,

 

[bpb]

You used money that wasn't yours to gain your winnings. If the casino honors your winnings, then they gave you a completely risk free shot. Had you lost the $1400+ dollars that was mistakenly credited, would you have paid the casino back? No? Then you can't keep any winnings derived from it.


After considering this furthur, I'd love to hear you present a concise, clear argument as to why you deserve to keep this money. I doubt that you can.

 

[sweetdenny]

Hi bgammonb

I do think the casino was unfair in not giving you some sort of goodwill gesture.
This was an error made on the casinos part not the player. If i had redeemed points i would believe that the total was correct we are all told that casinos are trustworthy so why should players have to check that the comps points are correct before playing.

I know i never get a calculator out and check my comp totals are correct each time.

What would have happened if the casino had credited him 14.78 instead of 14.77 only 1 cent out but as rules are rules regardless of the amounts involved then they could confiscated all winnings even if he had hit a few royal flushes and had huge bankroll.

I am in no way saying that the casino should let him keep the money but giving him some sort of gesture would be appropriate as he obviously spent his own time playing when he couldnt hav ewon anything and the error was on the casinos part.

I do believe that somewhere else there is a thread about a casino setting their comp rate to high and the majority of people were of the opinion that the casino should take the hit as the error was theirs not the players. This is the same thing he got his comps at a very much larger rate that is all.

Again another example of peoples opinions not being consistent over issues that are the same. Just because the error he got comped to high was very obvious and the player admitted he took a chance should not sway peoples opinions.

My controversial decision if i had been in this position that is i received the same sums from a casino that i had stopped playing at.

Well i would have done the same and took my chances probably i guess that makes me greedy and selfish. I will admit to that so i can claim to at elast be honest.

 

[Slotster!]

You don't seriously think you deserve to be paid do you? That's madness...

I'd go with the 'goodwill gesture' theory if you'd told them they'd made a mistake in the first place. The fact that you went crazy with it then cried when they realised what they'd done and didn't pay - is crackers.

It's like the bank paying you a grand by accident, you spending it, then crying when they ask for it back.

 

[soflat]

If they dumped money into my account, that would be great, but I wouldn't try to tarnish them if it were all a mistake and they took it back.

To me the logic (if a casino makes a mistake, the player is always entitled to money) makes no sense.

 

[Pinababy69]

You don't seriously think you deserve to be paid do you? That's madness...

I'd go with the 'goodwill gesture' theory if you'd told them they'd made a mistake in the first place. The fact that you went crazy with it then cried when they realised what they'd done and didn't pay - is crackers.

It's like the bank paying you a grand by accident, you spending it, then crying when they ask for it back.

Ditto.

Don't we have enough madness right now? I mean really, come on....

 

[sweetdenny]

Slotster

It isnt actually the same principal as a bank puttign 1k into your account but taking that as an example.

If you were to spend some of that money without noticing as you may have thought that it was a cashout or the likes that had been processed quicker.

Would it have been fair on the bank to charge you interest as it was still there money or would you expect them to just have you repay the 1k.
They could charge you interest as it is in there policy treat it as an overdraft. But just becasue they are within there terms does not mean it is fair.

Nobody is goign to say to say that he should have got to keep all the winnings but to take them all away is not fair as the error was not on his part. If they were being fair they could have just awarded him the winnings scaled down by the same multiple as they over comped him factor of 100.

So they could have awarded him winnings of 600/100 so about 6 dollars then they would have been totally fair.

The only point i do not agree with here is that they gave no gesture at all they just said we made a mistake and tough on you this is not fair.

ps

If a bank were to deposit 1k into my bank and i had spent it i would tell them i would repay it at my leisure after putting them on hold for 20 minutes.

 

[soflat]

Wow, some of you people are really brutal. If someone makes a mistake you feel entitled to take their money.

 

[Simmo!]

If someone makes a mistake you feel entitled to take their money.

Hey a lot of people would try and get away with it I'm sure, but you can't complain when it's spotted and rectified. And to threaten the casino with publicity over it is just plain silly. Aside from which Casinomeister is a bona-fide place for legitimate complaints to be investigated, not a place to carry out blackmail and threats! No wonder some casinos treat players the way they do.

 

[sweetdenny]

Soflat

The casino was brutal it took all the winnings.

The player is entitled to a proportion of these. Or even possibly all if it was won off of the first 14.87 if the player did not actually use any of the casinos money.

All this player did was click on cash in comps then played with what the casino gave him. From what he has posted the casino was not very fair in that it did not even review play to figure out what percentage or anything he was due.


I do feel that the player should have been awarded something as he didnt do anything wrong he broke no T&C he did not manipulate the software all he did was play.

The casino overcomped him the T&C probably says that casino has the right to change the comp rate from time to time or something along those lines. If the casino had given him a different rate say just giving him only a few extra comp dollars then voided all winnings peoples opinions would be vastly different.

Also i do not feel that it is ok for the player to post publically about this he took the gamble to play and see what happens as i would have done. Only i wouldnt have came on complaining about the casino.

 

[sweetdenny]

Just noticed

I have just re read the original post the player said that he had been asked to give the management a day to get back to him he says this day has passed and now he is posting. When i first read the email i thought he said a week had passed.

Give the casino a chance to look into this give them a phone im sure that they would have offered something in way of goodwill gesture. Posting like this on a public forum after one day will not have done yourself any favours.

The casino does not deserve negative publicity if the management has not made any decisions as yet.

My opinion allbeit a minority one the player does deserve something over this but he has jumped the gun in posting big time. Hopefully he will post back once speaking to management.

 

[Renegade]

I have to agree with the casino on this one.
The player knew about the mistake. Period.

If ones credit card statement was wrong, it would be pursued and fixed asap.
The same should also apply to a players account. If a players account shows the wrong figures, IT IS THE PLAYER'S RESPONSIBILITY to have this fixed ASAP!
Since when did the casinos and poker rooms tuirn into a baby sitters club????
Responsible Gambling is much more then T & C's.

 

[Renegade]

This is exactly what makes the casino's take the stance they do.The player was "fully aware" a mistake was made, makes no effort to have it corrected,and decides to play. Did you really think you would get away with it?
Being a gambler myself I am quite sure that with a bigger bankroll ,bets were made that would have easily drained the comp money if properly credited .
Be honest with yourself, would you pay out the winnings if you ran the casino. NO WAY!

:notworthy

I do think the casino was unfair in not giving you some sort of goodwill gesture.

Are you kidding me???!!!!

 

[chuchu59]

It isnt actually the same principal as a bank puttign 1k into your account but taking that as an example.

If you were to spend some of that money without noticing as you may have thought that it was a cashout or the likes that had been processed quicker.

Would it have been fair on the bank to charge you interest as it was still there money or would you expect them to just have you repay the 1k.
They could charge you interest as it is in there policy treat it as an overdraft. But just becasue they are within there terms does not mean it is fair.

Nobody is goign to say to say that he should have got to keep all the winnings but to take them all away is not fair as the error was not on his part. If they were being fair they could have just awarded him the winnings scaled down by the same multiple as they over comped him factor of 100.

So they could have awarded him winnings of 600/100 so about 6 dollars then they would have been totally fair.

The only point i do not agree with here is that they gave no gesture at all they just said we made a mistake and tough on you this is not fair.

ps

If a bank were to deposit 1k into my bank and i had spent it i would tell them i would repay it at my leisure after putting them on hold for 20 minutes.

Goodwill? By threatening to complain to casinomeister?

Okay, since his bankroll should have been 1% of the actual amount credited to him, maybe the casino should give him 1% of the winnings just to see him off.

 

[SlotsWizard]

The Bigger Picture

If this happened to one of their customers doesn't that mean it happened to all of their customers, assuming the process is automated? I have a hard time believing comps are calculated and disbursed manually.

 

[Linus]

Wow, some of you people are really brutal. If someone makes a mistake you feel entitled to take their money.

I agree. If someone makes an honest mistake, you shouldn't see that as an opportunity to take her money.

Imagine if casinos treated players that way.

 

[bossplayer]

Casino owes him nothing, or at the very most $14 and another try.

 

[SlotsWizard]

Casino owes him nothing, or at the very most $14 and another try.

Regardless of this casino's rogue or unrecommended status, I agree that the casino made an honest mistake and the player exploited it. If they gave the player the $14 and another try, I would consider that going above and beyond what is expected of them.

I'm still curious what the root cause of this problem was. Is the computer system erroneously multiplying everyone's comp chips by 100, or are comp chips entered manually (?!) and this was a one-time-only data entry error? How many Meister members are Palace of Chance players? I suspect not very many, so if it's happening to others we might not necessarily know about it.

 

[vinylweatherman]

Example

I agree. If someone makes an honest mistake, you shouldn't see that as an opportunity to take her money.

Imagine if casinos treated players that way.

One does not need to imagine this when the mistake is made with a bonus.

Admittedly, this blunder was so massive that the player took a chance to get one over on the casino, so the casino is right in seeking redress.

I see nothing wrong with the 1% scaling solution, a mere $6 to see off the player, and their being no question of "ripping off" the proceeds of a lucky run.

I must admit it's one hell of a temtation. All Slots once erroneously credited my 2000 deposit TWICE due to a problem with Neteller, once when I complained, and again when the audit noticed that an error had occurred, but not realising it had been fixed.
Annoyingly, they said I would have to WAIT to have it removed, and if I wanted to take part in the promotion I could play, but remember that 2000 was not really mine - not really an option, what if I had lost and ended up owing money!
I was tempted, because they had messed me around for 14 days on a delayed cash-in the previous week! I had to lie down and resist it!

 

[Linus]

One does not need to imagine this when the mistake is made with a bonus.

Hmm. Good point.

Still, two wrongs don't make a right.

 

[bgammonb]

You are correct

After seeing the comments regarding my post, I tend to agree that I was in the wrong on this particular issue. I have been cheated out of so much money that I guess I wanted to cheat back to get even. I should have taken the time to correct the error and didn't. And then I hated to give up the results of a good winning streak. I don't hear a valid reason in there, so I apologize.