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sun palace casino

Discussion in 'Online Casinos' started by bsilva028, Sep 6, 2010.

    Sep 6, 2010
  1. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    bad experience in sun palace casino
    i created my account there yesterday, i made a deposit i received the 125% bonus
    i read the terms and conditions
    the WR was 40x
    i have only played the games that are included
    i meet the WR i tried to cash out and today the live chat wants to double the WR
    see the copy of the conversation

    Hello bruno,

    Below is the complete transcript of your chat session:

    ===
    Company: Main Street Vegas
    Department: Customer Service
    Operator: Connie <helpdesk@mainstreetcustomercare.com>
    Visitor: bruno <23.bruno@gmail.com>
    Chat Info: Mon 09/06/10 08:19 am

    ====

    bruno: withdrawals
    You are now speaking with Connie of Customer Service.
    Connie: May I the casino name and your username please?
    bruno: hi i have an account in sun palace caino, i have mde a withdraw yeseday, i sent my documents to, i wouldlike to know how many time takes a neteller withdrawal, my username is bsilva028
    Connie: One moment please
    bruno: ok
    Connie: Please note that you have to cancel the withdrawal because you have not reached the wagering requirements of the bonus, so it will be denied
    bruno: what?
    bruno:
    bruno: i have meet th WR
    Connie: To withdraw your bonus you will need to wager 80 times your deposit plus
    bonus.

    bruno: 80 no
    Connie: Yes
    bruno: why?
    Connie: Those are the wagering requirements to fullfill in order to be able to withdrawal
    bruno: i was 30x on the sit
    bruno: its a deposite bonus
    bruno: not a free bonus
    Connie: It is the initial deposit bonus, you received an email with the terms and conditions when you redeem the coupon
    bruno: i was allways on the coupon details section
    bruno: checking by that
    bruno: and i made the witdrawal request after that
    bruno: i read that on casinomeiser too
    i created my account from there
    Connie: Special note for customers outside of the US and Canada:

    Due to a higher incidence of fraud and bonus abuse, management reserves the right to double the wagering requirements for customers located outside of the US and Canada.

    bruno: no no sorry but on the site dont have mentionating that
    Connie: I am taking this information from the site
    bruno: sorry but the WR on the coupon details was 40x
    bruno: if it was more should appear there
    Connie: I am sorry for the inconvenience but those are the terms of the bonus
    bruno: i like a player must knoww allways how many bets is in fault t complete the wr
    bruno: this conversation wil be published
    Connie: All the wagering requirements are posted clearly in our website
    bruno: so i have meet thenm!!!
    Connie: No I am sorry
    bruno: if outside us or canada is more
    bruno: should appear on my coupon details
    Connie: It is on the website and at the email that you received when you redeemed the coupon
    bruno: i have sent the 2 things to CDS
    bruno: what a rogue casino
    - Your party has left this session. -
    - Your party has left this session. -
    ===

    Thank you


    i meet the WR that i receive on my e-mail after deposit
     
    Last edited: Sep 6, 2010
    1 person likes this.
  2. Sep 6, 2010
  3. pianoman

    pianoman Senior Member MM

    Occupation:
    Onetime world famous OzPianoman (True) Now retired
    Location:
    Sittin Here in Front of the Screen like
    Easy to overlook the requirements we should all expect to find associated with these bonus offers.

    Connie certainly had it right.

    On the PROMOTIONS page
    Under the heading -
    "Reasonable bonus terms:" it says
    For information on the cash out requirements for this promotion Click here.

    Then, on Bonuses T & C page (in Large print too) it says ...
    Special note for customers outside of the US and Canada:

    Due to a higher incidence of fraud and bonus abuse, management reserves the right to double the wagering requirements for customers located outside of the US and Canada.

    Nothing roguish about the response Bruno, hmmm?

    Caught you off guard though and can appreciate how it might feel..
     
  4. Sep 6, 2010
  5. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    Well, i do see both sides here. he redeemed a bonus and found out in the cashier that he had to wager 40 times. He was then done and all his money was withdrawaable...
    He waits and contacts livechat and then finds out that they have raised his wagering.
    I do think that they did wrong here - they should have had it at 80 all the time so that he could have seen it from the beginning - not raise it when he is done with the 40....
     
  6. Sep 6, 2010
  7. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    good response yes


    connie didnt did right
    because if PLAYERS OUTSIDE US AND CANADA HAVE 80X WAGERING REQUIREMENTS, when we register the account we put our adress including the country, portugal in my case, so if the WR are higher they should put that when we redeem the coupon, not after, and if they are higher they shouldnt send an e-mail saying its 40 X but 80X no??
    now what they do was send an e-mail with the conditions of 40X
    that it was wrong, if was 80X, the e-mail should have that written
     
  8. Sep 6, 2010
  9. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Well, at least the casino returned your balance to continue playing, not invoking some clause to deny your winnings.

    The casino's clause states "reserves the right", which may be why the meter only shows the regular amount of bonus. If you attempted to withdraw immediately after completion of WR, and played in a manner to optimize your bonus, you might be considered to be one of those risky "bonus abusers" or "advantage hunters". Maybe there was a rash of bonus hunters from your country recently. Maybe if you played 40 or 50 percent more than you had to, and had dropped down quite a bit before withdrawing they would not have denied it, instead seeking to retain a player that showed the signs of the "recreational" (or reckless) gamblers casinos so love (I'm one of them from time to time).

    Either way, it seems to be allowed in their terms, they have returned your funds to your account, not confiscated them. Play on, I hope you have an even bigger withdraw after meeting extended wagering!

    And thanks for bringing this to our attention. Might just help the next non US or Canada player decide where to play.
     
  10. Sep 7, 2010
  11. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    withdraw

    no i did not cash immediatly after the WR, the WR was $2250 i bet more than $3000
    ahh and another thing happens, they call me saying that my documents was all ok and my withdrawl was aproved, 2 hours after, i receive an e-mail saying it was denied
    who should i trust? in the mail that i received saying it was denied or in the guy that calls me 2 hours before saying it was aproved?
     
  12. Sep 7, 2010
  13. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    more rogue than that

    after amde the 1st withdraw declined but with money in the account i made more bets think about more $2000
    another withdraw request again denied
    whats the reason this time?
     
  14. Sep 8, 2010
  15. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    last update

    check 2nd conversation with the support and check what they say, read all the conversation please and check how many different things they write

    Hello bruno,

    Below is the complete transcript of your chat session:

    ===
    Company: Main Street Vegas
    Department: Customer Service
    Operator: Lars <helpdesk@mainstreetcustomercare.com>
    Visitor: bruno <23.bruno@gmail.com>
    Chat Info: Tue 09/07/10 05:51 pm

    ====

    bruno: withdraw Welcome bruno! Please hold while we contact a representative. If a representative does not respond in a few seconds, then he/she is not available at this time.Currently 1 chat request session(s) before you.
    You are now speaking with Lars of Customer Service.
    Lars: Welcome, how may I be of your assistance?
    bruno: h i have anaccount in sun palace casino
    bruno: i made a withdraw of $ 100
    Lars: hi
    bruno: it was denied
    Lars: what username do you have
    bruno: bsilva028
    bruno: the man that calls me told it was aproved
    Lars: one minute please to check
    bruno: ok
    Lars: I see two unsuccessful withdrawals request
    Lars: and $ 236 in your balance
    Lars: that you can cashout
    bruno: so why was denied?
    bruno: the documents was ok
    bruno: i received a call yesterday saying the withdrawal was aproved and today it was denied
    Lars: The reason why they were denied
    Lars: is because you have not completed the playthrough of the bonus yet
    bruno: and now its ok??
    bruno: with the bets that i made today?
    Lars: no because you are from outside the US and Canada the wagers required are doubled
    Lars: so instead of 40x it is 80x
    Lars: if playing slots
    Lars: 80 times your deposit plus the bonus
    bruno: so how many bets you say its in fault?
    bruno: because i dont have any control of that
    Lars: you are short 985 in wagers
    bruno: in $ $ $ $
    Lars: in bets
    Lars: you are almost there
    bruno: how many money?
    Lars: $ 985
    bruno: i have to bet more $ 985
    bruno: ?
    Lars: that is the amount of bets you need make
    Lars: to*
    bruno: so why the mr that calls me tolds me it was aproved?
    Lars: I do not know why
    bruno: and why you said it was ok to cash out at 3 minutes ago?
    Lars: I doubled checked
    Lars: did not see you where from outside the US
    bruno: and just now check again, i was betting during the conversation, check how many $ you said that i bet just now
    Lars: You need 5,700 in bets
    Lars: you currently have 4,954.28
    Lars: you are short 746
    bruno: $ 746? but its not correct
    bruno: the bonus for the u = 40X
    bruno: if outside the us are the double = 80X right?
    Lars: it is not 80x it is 100x
    bruno: so when you said 80X you was ying?
    bruno: lying?
    Lars: I said I doubled checked
    bruno: Lars: no because you are from outside the US and Canada the wagers required are doubled

    Lars: so instead of 40x it is 80x

    Lars: if playing slots


    bruno: i only play slots
    Lars: The last information I gave you is correct
    Lars: Is there anything else that I can assist you with?
    bruno: no but this conversation will be publishied on the web
    Lars: fine
    Lars: Is there anything else that I can assist you with?
    bruno: to the players check that you trade too many words
    bruno: no
    bruno: thats only
    - Your party has left this session. -
    - Your party has left this session. -
    ===

    Thank you
     
  16. Sep 8, 2010
  17. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    :confused: Just out of curiosity why did you bother filing a Pitch-A-Bitch on this if you are going to continue to post every little thing about it on the forums?

    Your Pitch-A-Bitch and your current posting activity are not compatible, as you will know from the Pitch-A-Bitch FAQ that you said in your PAB form you had read and understood. To remind you this is the applicable section, in particular:
    I can only assume that you are no longer interested in the PAB process and as such I will now set yours aside, unless I hear otherwise from you including an explanation of why you chose not to follow the FAQ guidelines. No problem if you've changed your mind about the PAB but next time please let us know. :thumbsup:
     
  18. Sep 8, 2010
  19. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    answer

    im interested in the pitch a bitch
    i only put that yesterday to check the conversation in last chat
    i didnt know that i shouldnt post anymore here
    it as only to participate and trying to solve a problem that i am having
    and to alert (is applicable) the readers of the site and the forum take care with the live support chat
    but ok
    i will not post here one more thing

     
  20. Sep 9, 2010
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Ok, but if you had read the Pitch-A-Bitch FAQ like you were told to, and like you said you had, then you would have known this.

    Whatever, now you do know. I'll proceed with your PAB only if you comply with our terms of use. In other words please do what you have said you would do and "not post here one more thing" insofar as your PAB is concerned, at least until the PAB process has completed.
     

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