RazorKV VS Mummys Gold (Palace Group)

[Casinomeister]

I just sent another message to the rep here. He has not been online since 17th Feb.

I hope he doesnt just ignore this issue.

Could you please submit a PAB today, and I'll have this looked into right away. Thanks!

I'll see what's up with the rep.

 

[RazorKV]

Could you please submit a PAB today, and I'll have this looked into right away. Thanks!

I'll see what's up with the rep.

I just saw your message and a PAB has been sent!

Thanks a lot for your efforts.

 

[dadnazza666]

I played the free play promotion Mummys Gold. And won.

The link to the promo (at the bottom) explained what the free play are and what the terms are. There were totally 19 points, I read them all. There was also another bonus that had another terms linked to it, but this promotion was only for those who didnt win on the free play bonus. Cos I won on the free play bonus, this bonus and the additional terms didnt concern me.


After I received my freeplay winnings, I played a few slots and other games. I ended up lucky and won over 1500 €. All the games I played were allowed.

They asked me documents and later I sent them. Then about a week later I get the bad news: they said will steal my money. They said I had bet more than 30% of bonus balance.


They linked to other terms and conditions than the bonus I played with, and said my winnings were invalid. I read the 19 whole terms that my bonus had, and none of them had the 30% rule.


I would have understood if the 30% rule had read in the bonus rules, or there had been a link or a saying that other terms also apply to the bonus. On other sites there is often a mention that other terms apply to the bonus terms, usually accompanied with a link.

This is just pure deceit and theft by Mummys Gold and Palace Group. They retroactively add terms that werent included. And if they say that the terms have applied all the time, then they should be more clear about the terms and add them to the promotional terms or stay other terms apply.

MummysGold is an accredited casino as a part of the Palace Group. Accredited casinos should have clearand upfront bonus rules, not retroactive hidden terms. I was really careful about reading the terms, and its pretty ironic that even after being careful (playing at an accredit casino) and reading all the 19 rules on promotional terms, I still get screwed.

I have contacted the rep here.


This is the promo link:

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

What I would love to know is,how do you get accredited when you do this?What is the ACCREDITATION worth?

 

[maxd]

I just saw your message and a PAB has been sent!

PAB received. We'll look into it first thing tomorrow.

 

[Realitybitez]

What I would love to know is,how do you get accredited when you do this?What is the ACCREDITATION worth?

They are Accredited for a reason The complaints that are made against Accredited Casinos are few and far between If an issue or problem occurs, it is easily resolved by going through the Reps on this forum or if its a serious issue, doing a PAB.

You'll see more people praising the Accredited Casinos on here more often than you will see people complaining

There is a reason for this. It is because they are good casinos

 

[RazorKV]

Do you have any idea how long PaBs with accredited casinos take?

I keep hitting F5 and see no updates so I am curious.

 

[giogio]

Its weekend.!!! Give Max a little more time and he will get to you with some news, hopefully good news.

 

[vinylweatherman]

Do you have any idea how long PaBs with accredited casinos take?

I keep hitting F5 and see no updates so I am curious.

Measured in weeks rather than days. It can vary widely from one case to another, so it is hard to put an estimate on an individual case. It will take longer if Max and the casino take opposing views once all the evidence has been looked at, as then a compromise has to be reached that both sides can accept.

 

[chuchu59]

I just have a feeling this one will take quite a bit of time to resolve. The OP's version of the ts and cs did not contain the 30% rule whereas the casino insists the terms did include it. Both were updated on the same day it seems so I just feel its more likely a 'cut and paste' job from one of the 2 sides or the casino updated one set of terms and not the other.

 

[maxd]

I keep hitting F5 and see no updates so I am curious.

FWIW you'll hear "updates" from me via email not here on the forums. PABs are private and off-line, under normal circumstances nothing is published publicly except the anonymous summaries we do every few months or so: see the "PAB Archives" link in my sig.

Also, thread title changed from the original, which was "Mummys Gold (Palace Group) does not pay winnings, over 1500 € stolen", in order to avoid Forum Rules (see my sig) violations.

 

[RazorKV]

Thanks.

Maxd: interesting statistics on that PaB page. One stat that I could not find was average days passed until a case was closed. Maybe add that later? Just one more formula in excel.

Regarding Mummys - is it safe for me to withdraw my deposit before PaB case is closed? (they took my winnnings and returned deposit in the balance )

 

[maxd]

... One stat that I could not find was average days passed until a case was closed. ... Just one more formula in excel.

Not a particularly meaningful stat IMO because of the number of time factors involved. Slow response from the OP != slow response from casino != slowness due to work load/holidays/illness/whatever != legitimate time taken to investigate != time taken because of other agencies involved, etc etc.

IOW many things affect the progress -- IOW the time to completion -- of a PAB and without some explanation it is my opinion that a straight number says little and is highly prone to misinterpretation.

... is it safe for me to withdraw my deposit before PaB case is closed?

IMO no, it is not. Taking the deposit is sometimes interpreted as an acceptance on your part of the status quo. Casinos will sometimes argue "they took the money, obviously they're willing to settle for that" or whatever. It's simpler in terms of managing the PAB if the waters are not muddied by such things.

 

[RazorKV]

Hi all.

The issue has been finally resolved.

The casino has paid me my original winnings.

This would not have been possible without the help from Max.

I hope the casino now updates all the relevant pages so that no other customers get caught up in the mess I was in.


Thanks again to Max.

 

[Thomas82]

Glad to hear the matter is resolved and you received your winnings.

The 30% rule is annoying but am a firm believer that it's there fairly to protect the casino as long as new players are aware of the rule when playing.