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Resolved Spin Palace bonus complaint

Discussion in 'Casino Complaints - Bonus Issues' started by kassiap, Jul 2, 2008.

    Jul 2, 2008
  1. kassiap

    kassiap Dormant account

    Hi all,

    i really believe i have been screwed a little by this company.I am not sure but i know i have read before that the "Palace group"is not the best.So this is my situation

    about a week ago i got a "snail mail" from said casino offering me a 300% bonus and 15$ no deposit if i joined with them.So of course not seeing if there were any problems with these guys in the past i jumped right in.Yesterday i finally deposited my $50 to get $200 and what it said in my invitation is this.

    1-deposit your desired amount
    2-visit the followig web page -spinpalace.com/300match
    3-follow instructions within the claim box and enter voucher code 2:
    4-should you experience any difficulties,pleese contact c.s and quote promo id 1845

    so after i deposited i got 100% and that was automatic so i went to the claim page and filled it out and then waited 4 hours,it says between 1-2 hours.Then i contacted live chat as well as sent 4 emails which took over a day to get a response(i will get to those responses in a sec)

    Anyway i got on with live chat and he told me i had to redeem before i deposited so i was out of luck.This is also the email i got:

    Hello mike,

    Thank you for your interest in this exclusive introductory

    Your Claim Form has been processed and I regret to advise
    that you have not qualified for a 300% Welcome Bonus* due
    to the following reason:

    You have claimed another promotion not permitted in conjunction with this promotion.

    Please refer to the Terms and Conditions before re-submitting
    a new claim form.

    I would like to say i did not claim any other promotion.I deposited and this 100% bonus just was automatically credited to my account.What did i do wrong?I never played it i just let it sit and was told that i screwed up.

    this was also the live chat:

    Paul: hi there, how can i help?

    mike grant: hi i got some snail mail from you to open an account and after i deposited i used my coupon code rarw 9q9v d3kd for a 300% bonus but have yet to recieve it.All i got was some crap 100% bonus which is not what was promised.Could you shed some light on this for me please. i have sent 4 emails and waited 4 hours when you say 1-2 hours and also have got not one response back,this is a bery bad way to win over a new customer

    Paul: sorry to hear that Mike

    Paul: one moment while i have a look at your account

    mike grant: sure

    Paul: is there a promo code on the email you received ?

    mike grant: i am talking snail mail i recieved and the code is RARW-9Q9V-D3KD AND IT WAS A 300% MATCH OFFER IT SAYS if there is a problem to qoute promo id 1845

    mike grant: i redeemed my code for 15 $ no problem with the code V4JJ-F6JH-8F9T

    Paul: one sec again please

    mike grant: wow,long time for something that it says is easy to claim and play

    Paul: thanks for waiting... the reason you got the 100% welcome bonus instead is because you didn't claim for the 300% before making your deposit

    mike grant: ok let me tell you word for word what it says,before you start saying I DID SOMETHING WRONG,YOU ARE WRONG....

    mike grant: it says deposit your desired amount AND THEN goto web page You must register/login in order to see the link.

    mike grant: follow instructions within claim box and enter voucher code

    mike grant: did you notice it say and i repeat YOUR COMPANY SAYS DEPOSIT AND THEN REDEEM

    Paul: yes that's correct

    mike grant: not the other way around like you said

    mike grant: you just told me i did something wrong

    mike grant: that is not really fair is it

    Paul: the first deposit bonus is automated and that's why you got that instead

    Paul: so what i will do

    Paul: is escalate the matter

    Paul: to our promotions department for them to havea look

    Paul: at this for you

    Paul: they will get back to you with feedback

    mike grant: so why was i told to do it this way in the letter if it is wrong?Are you trying to cheat people?

    Paul: i just said i'm going to escalate the matter for you so it can be looked further into

    mike grant: so can i play before the bonus is credited or will that secrew me as well?

    Paul: i suggest that you don't play with the bonus that you have at the moment until you get feedback from the guys

    mike grant: i will make sure i save this and the letter just in case i need a gambling forum i belong to ,to get involved and make sure there is no false advertising or i am not getting cheated by your company

    mike grant: so i suppose this will take days to resove ?

    Paul: give it 48 hours

    mike grant: kinda makes me think people in the gambling world need to know you are doing this and then making people jump through hoops to get what you claim is easy to claim

    so that was the chat wear they admit they are wrong and yet i still get this email this morning saying i screwed up

    Any advise out there?Did i really screw it up or did i do what i was suppose to?

    Thanks all for the help
  2. Jul 2, 2008
  3. Slotster!

    Slotster! I predict a riot. CAG

    al Hazard
    Location, Location!
    It does seem a little confusing, and maybe a promotional error/typo on the flyer? You do seem kinda aggressive though in your responses, probably not the best way to get a quick resolution.

    Ultimately, the Palace Group are very reputable and will not try to cheat you intentionally. If there is a genuine mistake, I'm sure they will resolve it completely fairly for you.

    Might be an idea to PM the rep here to keep an eye on it; he's great...

    Good luck!
  4. Jul 2, 2008
  5. GGW Laurie

    GGW Laurie Ueber Meister

    Self Employed
    In the Beautiful South !!
    have to agree with slotster, p.m the rep on here, always better that way imo...........laurie
  6. Jul 2, 2008
  7. chuchu59

    chuchu59 gambling addict CAG PABnonaccred


    I do think you were a bit mean to Paul. I think he was trying his best to solve the issue and promised to escalate it. What more can you expect? I am also not sure whether we should try to threaten the support staff by saying you will post at gambling forums at such an initial stage. Being hostile so early are unlikely to solve problems especially when the staff seemed to be helpful.
    3 people like this.
  8. Jul 2, 2008
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    The PAB Guy
  10. Jul 2, 2008
  11. kassiap

    kassiap Dormant account

    Hi again

    Thanks for the feedback

    i do admit i was a little aggresive ,but sometimes as we all do i get a little flustered when i am plaing at a new casino and group i didn't really know a whole bunch about.Also sometimes i just automatically feel i am going to get screwed because of all the rogue casino's.

    I do however need to disagree a little as they did automatically credit A 100%bonus which they after said i claimed and therefore was not entitled to the bonus that they offered in there letter.When i never asked for and never played the 100% bonus.

    Either way just wanted some feedback,and as always do appreciate the time you all took to respond
  12. Jul 2, 2008
  13. lauram

    lauram Dormant account

    self employed
    I will toss my 2 cents in here for what it is worth, yes i had same problem with cs they hadnt a clue to any questions i had for them My prob was in withdraw issues i just didnt see why if i put in for withdraw on june 2 or 4 it took over 20 days before it got to me and they just didnt seem to have a answer more then takes instadebit that long to clear. And i know using instadebit it is instant i put in and take out i have my money in other mg casinos next day. So i closed off my accounts with palacegroup.
  14. Jul 3, 2008
  15. Palace Group

    Palace Group Dormant account

    Customer Support


    This is a pretty easy problem to resolve.
    We posted out some flyers a while ago, however changed our sign on bonus which is now automatically credited. This has obviously caused a problem which we can resolve.

    PM me your account number and I will sort it out.

    Guys, we never go out to mess our players around deliberately. Human error does creep in now and again and unfortunately our agents can get it wrong sometimes.
    Before ripping us apart I am sure you will find that a quick and simple PM to me will sort everything out.

    Kind regards,

    The Palace group
    5 people like this.
  16. Jul 3, 2008
  17. Palace Group

    Palace Group Dormant account

    Customer Support

    Just an FYI.

    I found the players details, have instructed my team to credit the remaining balance of the bonus and we have set up this campaign so that the mistake won't happen again.

    A mail will be sent to the player once completed.

    The Plaace Group

    PS: I know this will probably casue a stir, but the players emails to our support team were not very nice. Our agents said to the player we will sort the problem out and we always do. Being aggressive and sending mails swearing is not the right way to do things
    3 people like this.
  18. Jul 3, 2008
  19. chuchu59

    chuchu59 gambling addict CAG PABnonaccred


    How about a rider stating "Swearing voids all bonuses" or "Swearing increases your wagering requirements to 200x".:D:D:D
    1 person likes this.
  20. Jul 3, 2008
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Thanks Palace Group. And I've taken the liberty to rename the title from crap to complaint, and resolved.

    General note: when posting complaints, it's a wise move to take particular care in naming your thread. If you get too emotional, you may place the casino in a defensive mode right off the bat which may be detrimental to convincing the casino to consider your issue.

    Simmo! posted about this a couple of years ago here:
    1 person likes this.
  22. Jul 3, 2008
  23. kassiap

    kassiap Dormant account

    Thanks as always for the help

    I would like to say however that i never once did swear in my emails and i never was promised by anyone in those emails that any sort of problem would be resolved.

    Until this morning the last email i recieved was telling me i had not gotten the bonus because i had claimed the 100% bonus.I already admited i was aggresive in the emails and in live chat,but i do not think i was disrespectful and again never swore.If the word "jasckass" or something similar came out,then i appologize.

    lastly,this is the last communication i have ever recieved from spin palace;

    "Your Claim Form has been processed and I regret to advise
    that you have not qualified for a 300% Welcome Bonus* due
    to the following reason:"

    "You have claimed another promotion not permitted in conjunction with this promotion."

    SO again for the record because i believe the rep on here said "Our agents said to the player we will sort the problem out and we always do. Being aggressive and sending mails swearing is not the right way to do things"

    I NEVER got any communication saying it would be sorted out and that is a staright up lie just to make ME look bad i feel.Sorry if i am dragging on with this, but i think it is fair to say yes they have finally helped after i posted on the forum,But they to could have handled things a lot diiferent as could i.

    also i just got the snail mail letter last week,so i don't know why these flyers have been "floating around for a while " as the post mark on the envelope sent from the casino itself was june 23rd/2008 so that does not seem like they just chaged the auto bonus credit of 100%,so again just a little bit of a bitch to a sort of resolved situation.

    But Again thanks all for the help
  24. Jul 3, 2008
  25. Palace Group

    Palace Group Dormant account

    Customer Support
    Thank you


    To clarify, I am not trying to make you look bad and will leave this topic as your bonus issue has been resolved.

    We changed our sign on bonus on the 25th as the date stamp on our site confirms so your case is exactly linked to that problem.

    I have emails/chats from my support guys informing you that the matter was escalated and will be resolved.

    Just glad you are now sorted out but I assure you we would have sorted this problem out anyways as we had your email in our follow up queue after the agents escalated it to us.


  26. Jul 4, 2008
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    The support staff should be fully briefed about this error in the existing stock of flyers, and ensure that players are automatically told the issue will be escalated, rather than simply being told their claim is invalid and have the onus on THEM to contact support to protest the decision, as this is what gets players overheated and liable to boil over with little further provocation, and front line CS receive the brunt of this.
    Those players who are not members here, but get the flyer and find their claim invalid, are quite likely to gain a bad first impression of the casino, and may well just accept the 100% bonus, play it, and never return because the issue has left them with a "bad taste" because they will believe they fell victim to a "bait & switch".

    I also received a flyer, but it was for "scpalace", although it was simply a landing page for Spin Palace casino. It also made special "exclusive" offers, but as I already have an account I was not eligible for any of them. It had a scratch off panel, and I supposedly "won" the amount revealed if I opened a NEW account with "scpalace" AKA Spin Palace.
    I scratched off $1000 - what a surprise:rolleyes:
    Co-incidentally, the same amount as offered to new players at Spin Palace under the MG "free play" introduction where winnings could be transferred as bonus to go with the first deposit. The content of this particular flyer was pretty misleading, and was what would be called a "fake lottery", since the scratch panel would always show $1000, and it mis-states that this amount has been "won", whereas it simply represents the normal starting balance used for the MG introductory free play offer, and it is IMPOSSIBLE to actually "win $1000", even if the balance was made up to $2000 at the end of the free play, as there was a lower limit ($50 I have heard, and $200 the usual max under this system) that could be claimed.

    I have not received this latest flyer though; seems the casino marketing department now talk to accounts, and don't send them to players who already have accounts at Spin Palace.

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