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.
:)
 
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