The Palace group Jackpotinaflash: resolved

tepux

Dormant account
Joined
Nov 4, 2006
Location
France
Unbelievable....
Jackpot in a flash wouldn't pay 5660Gbp
i received a bonus from the casino ,in GBP,i checked the terms
and it stated that you can open an account in gbp ,but your bonus can be voided,"The casino reserves the right to withhold bonuses"
they credit my account with the bonus ,i played and won ,i tried to cash out and then to my surprise i received an email that lets me know that my winnings are voided and the deposit was credited to my neteller account.
after this i went in again to the web site and i discovered that they change the T&C "during the night",
in the new terms they added that the bonus and the winning can be voided
"The casino reserves the right to withhold bonuses and winnings"
the way i see it if they credit my account with the bonus they should pay me my winings,if they didnt want me to get a bonus in Gbp they should have
voided the bonus.
i didn't lie to them in the registration i live in france,they should have prevented me from getting the bonus
in case i would lose they wouldnt credit my deposit back to my neteller account
for the casino it's a win win situation if you lost its ok but if you win your winnings will be voided
furthermore i registered at this casino after it was recommended to me by a Friend ,that won and got paid (in GBP) ,and still he gets promotional offers in Gbp.
if this is not an evil casino so what is?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Casinos

It is never a good idea to rely solely on a friends recommendation of a casino, especially as to what is, or is not, allowed.
Terms change regularly, and what was allowed when a friend registered may no longer be now.
This particular rule on currency is something that few casinos really worried about in the past, but recently it has become a massive issue with many. Being non-UK resident and choosing GBP is never a good idea without getting personal agreement from the casino, do not rely on the fact a friend got away with it - it could be the friend has never made a big enough cash-in for a proper audit, and will come a cropper eventually, or they signed up when it WAS allowed, and will naturally still be receiving promotions in the currency of their account irrespective of recent rule changes.
Currency terms are now so widespread that they should be assumed to exist unless specifically told otherwise in writing. If a players own currency does not get offered, play should be in USD, again unless otherwise stated or by written agreement.

There is a strong need for software to be upgraded to cope with this, it should not be that hard to show an amended currency selection screen after the registrant has filled in their residence details. Certainly, if you tick "NO" when asked if you are of legal age you are given an amended completion screen based on that previous response.
Instead of 7 new games each month, how about 4 or 5, and then 2 "back office" type upgrades to address some of these other issues.

Other than the above, an upgrade to Playcheck & Cashcheck is needed so we can download our own logs into a spreadsheet and/or calculate total wagering on individual games over a session.
Having to cut & paste every 25 or 50 lines of playlogs at a time, and then reformat because the spreadsheet does not understand the tabs, does NOT constitute such a facility:mad:
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
It is never a good idea to rely solely on a friends recommendation of a casino, especially as to what is, or is not, allowed.
Especially when this is in their terms and conditions:


13. The Player acknowledges that in order to be eligible for any promotion or bonus they must be playing with the primary currency used in the country where they have a registered address and are playing from. The casino reserves the right to withhold bonuses and winnings resulting from deposits in any currency made in contradiction to this condition. An exception is made for USD and CAD to this clause.


You read this when you signed up, right? You should have deposited in Euros. Why didn't you contact their support to make sure that French players could use British Pounds? You broke their terms and conditions - so why are you complaining?
 

Macgyver

Dormant account
PABnononaccred
Joined
Feb 3, 2004
Location
North Carolina
You read this when you signed up, right? You should have deposited in Euros. Why didn't you contact their support to make sure that French players could use British Pounds? You broke their terms and conditions - so why are you complaining?

[sarcasm]Because the argument of "Well, someone else did it and you didn't catch them!" is now supposed to be a valid one.[/sarcasm]

Commonly used by kids caught with their hands in the cookie jar and / or people about to get a speeding (or any other moving violation) ticket from the police. :D
 

leszeksch

Dormant account
Joined
Mar 13, 2005
Location
Warsaw
[sarcasm]Because the argument of "Well, someone else did it and you didn't catch them!" is now supposed to be a valid one.[/sarcasm]

Commonly used by kids caught with their hands in the cookie jar and / or people about to get a speeding (or any other moving violation) ticket from the police. :D

Especially when this is in their terms and conditions:


13. The Player acknowledges that in order to be eligible for any promotion or bonus they must be playing with the primary currency used in the country where they have a registered address and are playing from. The casino reserves the right to withhold bonuses and winnings resulting from deposits in any currency made in contradiction to this condition. An exception is made for USD and CAD to this clause.


You read this when you signed up, right? You should have deposited in Euros. Why didn't you contact their support to make sure that French players could use British Pounds? You broke their terms and conditions - so why are you complaining?

Today i spoken via live chat and Sam told :This is rule for new players.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Today i spoken via live chat and Sam told :This is rule for new players.
Far enough. Need I stress more that players must read the terms and conditions when signing up ANYWHERE!

Also, if you are doing something out of the ordinary (like depositing in British pounds when you are living in France) CONTACT THEIR CUSTOMER SUPPORT TO MAKE SURE IT IS OKAY!!
 

tepux

Dormant account
Joined
Nov 4, 2006
Location
France
Especially when this is in their terms and conditions:


13. The Player acknowledges that in order to be eligible for any promotion or bonus they must be playing with the primary currency used in the country where they have a registered address and are playing from. The casino reserves the right to withhold bonuses and winnings resulting from deposits in any currency made in contradiction to this condition. An exception is made for USD and CAD to this clause.


You read this when you signed up, right? You should have deposited in Euros. Why didn't you contact their support to make sure that French players could use British Pounds? You broke their terms and conditions - so why are you complaining?

Thank you for your little lesson, honey, but we all know that it was allowed to use other currencies
Anyway, I'm not that stupid, i did read the Terms & Conditions before and i even have a screen shot of it and it's why i complained. Because i have a proof that they did change it after my winning.
So instead of playing the smart guy you better show more respect and interest to what people write. You should also stop askink why i opened in GBP when you surely know the interest of playing in higher currency.
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
Thank you for your little lesson, honey, but we all know that it was allowed to use other currencies

Honey?

This oughta be good... :lolup:

Tepux, you should be glad you can even deposit in Euros... you could've been stuck with francs... and you better read the rules AGAIN.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Thank you for your little lesson, honey, but we all know that it was allowed to use other currencies ...
Okay sweetie, I tell you what. I'll check into this for you.

Kisses. :p

Bryan
 

Macgyver

Dormant account
PABnononaccred
Joined
Feb 3, 2004
Location
North Carolina
So instead of playing the smart guy you better show more respect and interest to what people write. You should also stop askink why i opened in GBP when you surely know the interest of playing in higher currency.

I would have thought that the above would have received an entirely different response than "sweetie". :thumbsup:
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
Okay sweetie, I tell you what. I'll check into this for you.

Kisses. :p

Bryan

What....no hugs Bryan??

All I can say to the OP's response is.......WOWZA!!! :eek2:
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Thank you for your little lesson, honey, but we all know that it was allowed to use other currencies
Anyway, I'm not that stupid, i did read the Terms & Conditions before and i even have a screen shot of it and it's why i complained. Because i have a proof that they did change it after my winning.
So instead of playing the smart guy you better show more respect and interest to what people write. You should also stop askink why i opened in GBP when you surely know the interest of playing in higher currency.

I spoke to them over the phone, and the casino said they changed the terms in September. Screenshots? When were they taken? And why take screenshots of something you thought might be out of line, and not contact support to find out whether or not depositing GBP from France was okay?

Please don't waste my time, babe.
 

shawnh

Dormant account
Joined
Oct 17, 2006
Location
Canada
As I mentioned before, my friend DID contact support for Mummysgold (also Palace Group) and was told GBP was okay for Canadians. But then when I went and deposited and played and GBP, I was denied my winnings.

So personally contacting customer support is not worth anything either.

So if you can't get the story by either contacting customer support or taking screenshots of T's & C's, what's a player to do then??

Shawn
 

eranluv

Dormant account
Joined
Nov 26, 2004
Location
the holy land
jackpot in flash T&C

I checked jaskpot in flash terms few weeks ago.

I think they said something about withholding the bonuses from player that use other currencies but mentioned nothing about confiscation of the winnings.
I checked it a few days ago and they changed it to a confiscation of the winnings but that was not the situation before.

maybe someone here has the answer for the following question -

who can we find out what were the terms on the web site as of the date when the players played?
trusting the casino on this is not an option.
 

leszeksch

Dormant account
Joined
Mar 13, 2005
Location
Warsaw
Pal;ce Group

What about players who registered their GBP accounts back in 2005 year?
I`m from Europe and i have all The Palace group casinos acc. in GBP.
GBP currency has been allowed for all players.What now?This month i played with bonus(MummysGoldcasino) and won about 500GBP.They paid me without any problems,but i`m not sure if i won for example 5000GBP.What about old accounts registered with GBP currency?My all account has registered from your site Bryan.I`m Vip player In Spin Palce and Ruby Fortune.Only this year i have lost about 1500GBP in Ruby Fortune.Please explain what about accounts registered one or two years ago.
 
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shawnh

Dormant account
Joined
Oct 17, 2006
Location
Canada
Eranluv - I noticed the same thing. I think they changed their T&C 'after the fact'. How do we know for sure? Tepux (the thread starter) said she she took screenshots of 'before'. Let her present these screenshots. There is our proof. With all due respect, I think Casinomeister is dismissing this case too quickly. PalaceGroup is exhibiting some fishy behaviour here.

Furthermore, Lezkesch from Poland just said he has been playing in GBP for some time, and still is. Lately he says he has lost 1500GBP. PalaceGroup seems to have no problem keeping that money, do they!!

This whole thing really stinks.

Shawn
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
What is clear to me is that the Palace Group didn't care who opened accounts in GBPs in the past, but then they changed their terms and conditions which are what they are now. If you don't live in the UK - don't use British Pounds.

It's irrelevant whether or not other players or "friends" were doing this in the past. It's irrelevant that friends said that it was ok to deposit in this manner. What's relevant is that this player deposited after the terms and conditions were changed. I'm sure the casino can verify when these terms and conditions were changed. I'll check into this early next week.
 

SKUNX

Banned User
Joined
Sep 30, 2006
Location
Costa Rica
The whole issue is when the player actually deposited , once that question is answered its just a one path road.

I really dont want to be rude but I read posts and new threads every day of people that DO NOT read the terms and conditions and then turn to silly arguements on the casinos terms and conidtions years ago , or a friends ride on a casino .

I dont want to come off like I am giving the casino the reason but I knwo first hand that there are alot of players that DO NOT read the terms and then make a huge fuss about it .

Read the terms ... read the conditions and it never hurts to ask the live chat operator or even send an email and wait for confirmation from the accounting department when one is dealing with foreign money I know I do that when I play since I am in Costa Rica.
:)
 

tepux

Dormant account
Joined
Nov 4, 2006
Location
France
What is clear to me is that the Palace Group didn't care who opened accounts in GBPs in the past, but then they changed their terms and conditions which are what they are now. If you don't live in the UK - don't use British Pounds.

It's irrelevant whether or not other players or "friends" were doing this in the past. It's irrelevant that friends said that it was ok to deposit in this manner. What's relevant is that this player deposited after the terms and conditions were changed. I'm sure the casino can verify when these terms and conditions were changed. I'll check into this early next week.

I didn't ask the customer service because the terms and conditions were clear enough : They won't give the bonus. But they did...
I did screen shot of it based on my experience with casinos and their loyalty. So I attached it this time. I think the casino shouldn't have give the bonus if they wouldn't accept my account in GBP. Once it's done it's not fair to step back. I don't beleive they will have return deposit if i would lose. That's all i ask, that Jackpot in a flash will be fair and pay me as they accept my account in GBP. It cannot be all the time a win-win situation for the casino.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
This is your original complaint that was submitted to the casino:


Forum User Name tepux
First Name
Last Name
Casino Name jackpot in a flash
Casino url Link Removed ( Old/Invalid)
Username or Account
Who has been contacted: support@thepalacegroup.com
The problem: opened in GBP because I did not know I had to play in euro. as far as I remember this clause is new at the casino. it is the casino fault because of 3 things:

1 - they should see that I choose France as my country. I did not lie about that and they should unable me to open in GBP if they do not want me to play in GBP

2 - they did not have to give me the bonus but once they gave it they can not say that if I lose they keep the money and if I win they take it all.the casino is playing safe here. deposited in GBP very good if you win we keep the money if you lose we also keep the money.

3 - even according to the terms and condition they are not allowed to do it

13. The Player acknowledges ... playing with the primary currency used in the country .... The casino reserves the right to withhold bonuses resulting from deposits in any currency made in contradiction to this condition.

now, the casino has changed the terms and conditions to:

The casino reserves the right to withhold bonuses and winnings resulting from deposits in any currency

but when I played the terms were different withhold the bonus but not the winnings.

I registered an account betwin 31/10/06 and 01/11/06 , i think they changed the terms at the 01/11/06 after i registered.

I think the casino is does not play fair, they should void the bonus ,and if they didn't,they have to pay the winnings.




I didn't ask the customer service because the terms and conditions were clear enough .

Your screenshot shows that it states "The player acknowledges that in order for any promotion or bonus they must be playing with the primary currency used in the country where they have a registered address and are playing from...

Your entire play was voided - that's why you received your deposit back. If you had lost....I can't answer that. But you didn't.

But I bet if you had deposited in GBP and DIDN'T accept a bonus, you would have been able to collect your winnings.

I still don't understand why you deposited in GBP - KNOWINGLY IN THE WRONG - and NOT contact the customer support. Instead you waste my time with this crap - trying to split hairs and presenting the casino and me with "what ifs".

opened in GBP because I did not know I had to play in euro
:what: WTF?

You my friend are a time vampire - you suck time right out of my hands while I should be concerning myself with players who have real problems. Or taking a break and playing games with my kids.

This is resolved in my opinion. Player knowingly failed to abide by posted terms and conditions.
 

Vesuvio

Dormant account
Joined
Apr 22, 2004
Location
UK
While I appreciate it's no fun spending your time on this, Bryan, I'd side with the player here.

Whether he knew what he was doing or not, after a casino accepts a deposit, allows you to play in a currency and gives you a bonus they have to pay out if you meet the terms of that bonus and win.

Otherwise we're in a situation where disreputable casinos have a green light to trap players into no-win situations (the speciality of Virtual and all those clip joints). They're delighted for players to play and break a term or two because they know that if the player wins they can void play, and if he loses they pocket the deposit. Not to mention that if the average player plays in a more valuable currency it earns the casino more money.

A reputable casino simply has to, 1) prevent the player playing in a disallowed currency (everyone has to register where they're from), or if that fails, 2) deny a bonus when the player makes a claim.

If they fail to do both of those through their own negligence then the only reputable response is to acknowledge their mistake and allow the player to play under the normal conditions of the bonus.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Sorry, I don't buy it. I do not agree that players can disregard the posted rules and say "well I slid under the radar, deposited and got a bonus - pay me".

No one invited him to play in GBP - it explicitly states this was not allowed. That's totally different then some shady operation. A crap joint wouldn't have a rule; they would make one up after the fact.

I'm not wasting any further time with this. Sorry.
 

eranluv

Dormant account
Joined
Nov 26, 2004
Location
the holy land
my opinion

this is something!

not only the casino is trying to enter a win-win situation but they do not stand up for thier own T&C!!

the T&C tapux sent are saying that "casino reserves the right to withhold bonuses resulting from ..."
in other words, no withholding of the winnings is permitted even according to the casino!!
I think also the casino knows that and this is why they changed the T&C.

about the screen shot - I think it was taken after he made the winning. we should ask him about that but it does not make sence he is taking screen shots of all casinos where he plays. so, I tend to belive him he did not know that GBP was not allowed.

one last thing about the casinomeister, I really appreciate your work but I think you are attacking tapux personally.
you might disagree with him but he is trying to get what he thinks to be his. a lot of money is pending here, more than 5,000GBP, I completly understands the way he acts and to call him a time vampire is a little out of line.

my opinion.
 
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