What just happened? Palace Group!

[everyday]

Well, I’ll be damned, after 9 years of loyal membership with the Palace Group, I have just been advised that after a management review of July 26, I have lost my VIP status with this group and they are delaying my last withdrawal for approximately 2 weeks.

I immediately tried to call Jarren, the VIP manager, and was told by CS that as a result of the management decision, I am no longer allowed to speak with anyone in VIP support and my call was promptly disconnected at their end. To say I am completely stunned by this turn of events is an understatement.

All CS would say is that I have not met the VIP requirements to maintain my status. When I pointed that I am currently at Silver tier, the call was disconnected and I was talking to thin air. The email I received with the news was condescending and the phone conversation made me feel as if I had done something criminal.

There is something very wrong happening here and it’s obvious that I will never receive a complete explanation. I went from a member in excellent standing to persona non grata overnight. They have been my favorite group and I’ve played there almost daily forever. I’m not one to get overly emotional but I would like to know… what the hell just happened?

Has anyone else received this type of bizarre treatment recently?

 

[Tirilej]

Luckily I will never get that high in any casino. Silver is the top for me and that's okey.

It's so sad that loyal customers are treated different depending on how much money they spend.
Don't be sad. You have just not bought enough good will lately

If I were you I would chose another casino instead of them, and thank you for showing me why I only play at 32Red

 

[mn001]

Did you win much recently from them maybe? Because in the end you are just a number at all casinos no matter what they say... they want your money. You want their money.

Strange way to end a vip membership though...

 

[everyday]

Did you win much recently from them maybe? Because in the end you are just a number at all casinos no matter what they say... they want your money. You want their money.

Strange way to end a vip membership though...

I now believe my recent withdrawals are precisely the reason for this decision. I just received an email from them stating I have not played there enough to maintain that status. I don't know what planet they're on right now but they are not looking at my account!! I am now just furious. This is the reply I have sent them:


"Hello Constantin,

Thank you for your reply. With all due respect, you mention little activity and little play as a reason for the decision that was made. Please note that since the opening of my Ruby account, by your VIP manager Jarren, on June 27, 2012, I have made 25 deposits totalling $2,015.00, which envolved many hours of playtime according to my Play Check. If this is not enough to maintain VIP status, then I don't know what is.

I now believe the only reason for this decision is related to the withdrawals of $1,400.00 I made during that same period. If anyone bothered to look at my Spin Palace account history you would notice that you are still overall well ahead in the 9 years of my play there.

Frankly, now I have had enough and the treatment I have received today has been outrageous to say the least. Following receipt of my final withdrawal, I will be closing this account."



So folks, that's what you get for years of loyalty these days! If I can't trust the Palace Group then I honestly don't know who I can trust any longer.

EDIT

Have decided to post the email I received in full here to show how silly their response was:



Account number:



Thank you for contacting Ruby Fortune.



While your current withdrawal of $350.00 has already left the pending period, we are still required to await full confirmation of all deposits made using eCheck, which is due to take place on the 12th of August. Once confirmation has been received, your withdrawal will be issued in full.



I cannot speak for your previous contcts today, but I certainly do understand that the loss of your VIP status may come as a great disappointment to you. I must ask that you try to see things from our point of view. VIP status is a privilege that needs to be upheld, and while we have long been lenient in allowing players to retain their status even over longer periods of little activity and little play, there is a point at which it is just not possible for a player to receive all of the benefits without putting in the corresponding effort.



To present an example to further illustrate the situation: If you were a Premium Club member or VIP with any major airline, with access to all their finest anemities and lounges, because you regularly fly with them First Class, and you were to cease flying or only flew once or twice a year, that very same airline would also cease to provide you with those very fine anemities and revoke your VIP status - no matter how long you have been with them.



I do hope you understand, and I do not wish for any hard feelings. You are in no way excluded from the VIP programme in the future and you still have access to our Premium Support, which is fully equipped to handle any and all of your queries.



We wish you a pleasant weekend.



Should you require further assistance, feel free to contact our friendly support desk, which is available 24 hours a day, 7 days a week.



Kind regards,



Constantin

Guest Service

 

[threescatters]

You cant complain about losing "VIP" status. This is entirely up to them and is at their discretion. Just like bonuses, you are not entitiled to them and should consider them a comp if you are offered them.

What I am slightly concerned about reading your post is the fact they have chosen to "delay your last withdrawl by 2 weeks". I think they have a long pending time but I have never heard of this before. Please expand on this, is there an issue like documents or something else holding it up? It seems strange to me. I have made many withdrawls as a non vip at the palace group and always received my money fine, albeit too slowly for my liking (48hr pending).

EDIT:

Also this should probably be in non bonus complaints, although I really dont think losing VIP status is something to complain about. There are plenty of casinos out there that will treat your level of depositing very well so just move to one of them if your not happy with your perks/comps.

 

[everyday]

You cant complain about losing "VIP" status. This is entirely up to them and is at their discretion. Just like bonuses, you are not entitiled to them and should consider them a comp if you are offered them.

What I am slightly concerned about reading your post is the fact they have chosen to "delay your last withdrawl by 2 weeks". I think they have a long pending time but I have never heard of this before. Please expand on this, is there an issue like documents or something else holding it up? It seems strange to me. I have made many withdrawls as a non vip at the palace group and always received my money fine, albeit too slowly for my liking (48hr pending).

EDIT:

Also this should probably be in non bonus complaints, although I really dont think losing VIP status is something to complain about. There are plenty of casinos out there that will treat your level of depositing very well so just move to one of them if your not happy with your perks/comps.

After having had VIP status with them for 6 years or more, and without any change in my playing habits, this will be their loss, not mine.

As far as the delay of my withdrawal is concerned, there is nothing else holding it up but their reason to do so. My last deposit with them made on Aug 1 AM, cleared my bank the same evening as has always been the case with echeck. Echeck is very quick with transactions being made daily during the weekdays. Or at least that is the way it has been until now. I can understand your concern perhaps wondering if echeck is now a problem entity or if something is amiss with the casino group. I honestly don't know. All I am sure of is that the casino group will receive their deposits from echeck long before this 2 week hold they have imposed, if all is well at echeck. And I doubt that there would be any serious concerns with the Palace group. I cannot get my withdrawal any earlier than they want to send it at this point. As I said, I'm totally flabbergasted with what is occuring and can do nothing more than wait for my withdrawal (at their convience) and then promptly close my account.

 

[Lucky Loser]

Hi Everyday,

I wouldn't worry about losing your VIP status. Spin Palace seem to have made some major changes to their VIP program and the benefits are drastically reduced.

As far as I can tell there is no longer a VIP bonus calender, which sucks because you cannot plan ahead and budget for your playtime. On top of this the bonus for each tier has been significantly reduced. So far the max bonus for Blue level has been $50, Silver $100, Gold $200. It used to be $150, $250 or $350 minimum, sometimes much much more. There was no 100% 1st of the month bonus either.

I have been a longer term player at this Group. Given the recent changes to withdrawals and their VIP program I will play there much less. For the first time the other day they called me to see if I would accept a 20% bonus to reverse my withdrawal. I can only guess that times are tough for them.

 

[everyday]

Hi Everyday,

I wouldn't worry about losing your VIP status. Spin Palace seem to have made some major changes to their VIP program and the benefits are drastically reduced.

As far as I can tell there is no longer a VIP bonus calender, which sucks because you cannot plan ahead and budget for your playtime. On top of this the bonus for each tier has been significantly reduced. So far the max bonus for Blue level has been $50, Silver $100, Gold $200. It used to be $150, $250 or $350 minimum, sometimes much much more. There was no 100% 1st of the month bonus either.

I have been a longer term player at this Group. Given the recent changes to withdrawals and their VIP program I will play there much less. For the first time the other day they called me to see if I would accept a 20% bonus to reverse my withdrawal. I can only guess that times are tough for them.

Thank you so much for this post LL. So, I'm not alone then in having recently lost the VIP calendar. And with the other changes you mentioned that I hadn't noticed, then I would have to assume the worst with regards to the casino group. Could they really be in financial trouble? Now I'm shocked for the 2nd. time today. Who would have thought??

 

[chuchu59]

Well, I’ll be damned, after 9 years of loyal membership with the Palace Group, I have just been advised that after a management review of July 26, I have lost my VIP status with this group and they are delaying my last withdrawal for approximately 2 weeks.

I immediately tried to call Jarren, the VIP manager, and was told by CS that as a result of the management decision, I am no longer allowed to speak with anyone in VIP support and my call was promptly disconnected at their end. To say I am completely stunned by this turn of events is an understatement.

All CS would say is that I have not met the VIP requirements to maintain my status. When I pointed that I am currently at Silver tier, the call was disconnected and I was talking to thin air. The email I received with the news was condescending and the phone conversation made me feel as if I had done something criminal.

There is something very wrong happening here and it’s obvious that I will never receive a complete explanation. I went from a member in excellent standing to persona non grata overnight. They have been my favorite group and I’ve played there almost daily forever. I’m not one to get overly emotional but I would like to know… what the hell just happened?

Has anyone else received this type of bizarre treatment recently?

The loss of VIP status is something you should take in your stride. Frankly, $2015 in deposits over slightly a month does not really seem to able to allow you to retain VIP status as far as most casinos are concerned though it does seem a rash decision on their part. What I am not particularly happy about is the fact that they do not allow you with anyone from VIP support and disconnected you leaving you talking bto yourself lol.

Try not to take it so seriously. It is highly possible that when they endure hard times in future they will lure you back with a VIP offer. If that day comes you can show 'em who's boss.

 

[Nifty29]

The loss of VIP status is something you should take in your stride. Frankly, $2015 in deposits over slightly a month does not really seem to able to allow you to retain VIP status as far as most casinos are concerned though it does seem a rash decision on their part. What I am not particularly happy about is the fact that they do not allow you with anyone from VIP support and disconnected you leaving you talking bto yourself lol.

Try not to take it so seriously. It is highly possible that when they endure hard times in future they will lure you back with a VIP offer. If that day comes you can show 'em who's boss.

You hit the nail on the head Chu.

The deposits of ~$2k in a,month would not be even close to getting or keeping top VIP status at any casino. I also extrapolated from everydays posts that they were only recently promoted to "ruby" status on June 27, so its not like they have been top VIP for years. It also appears that many bonuses were taken, which also decreases the value of the $2k deposits......add to that $1400 in cashouts, and the bottom line for the case is a loss, given that bonuses are cashable. For instance, at inetbet, you wouldn't even get a $5 manager monthly bonus.

All this considered, IMO everyday cannot expect to keep a high VIP level. The majority of casinos reassess on a monthly basis, so nothing out if the ordinary there. The example given of the airline is quite apt. If your deposit levels are half what they were a year ago (e.g.), the casino is making half the profit, so it will potentially take twice as long to recover losses or make the same profit they did back then......but what you're saying is that because you're behind overall, they should continue to offer you the big bonuses and perks etc. The casino is there to make a profit, not to help you as much as they can to beat them and only reassess your status when you have.....your thinking is erroneous. You didn't say how much you are behind overall, which would be a big factor. My take is that you're pretty savvy with bonuses.....nothing wrong with that, but you cant expect to keep getting them until you reach overall profit.

The only thing I think could have been done better is how it was communicated initially. Subsequent emails were polite and they obviously took time to help you understand, but the original one was a tad harsh and could have been worded better.

IMO, the poor decisions TPG made in extending pending periods and reducing perks is beginning to bite them in the arse, and along with the struggling economy it is probably even worse. The inducements via phone to reverse withdrawals is disgusting IMO, and I thought it was unacceptable for accredited casino.....regardless, it is a red flag of desperation that should not be ignored.

 

[Pinababy69]

IMO, the poor decisions TPG made in extending pending periods and reducing perks is beginning to bite them in the arse, and along with the struggling economy it is probably even worse. The inducements via phone to reverse withdrawals is disgusting IMO, and I thought it was unacceptable for accredited casino.....regardless, it is a red flag of desperation that should not be ignored.

Completely agree with this Nifty. When threads first started popping up a couple years back highlighting this practice, I knew then that this group was not what they once were. Many years ago, they used to be one of my favourite places to play re: MG. They were also one of only three groups that I promoted when I was an affiliate. Were I still in that business I would have dropped them a long time ago.

Tirilej gave good advice Everyday....stick with 32Red. I honestly don't know why anyone who CAN play MG, would play at any other casino besides the 32Red Group (32Red, Dash, Golden Lounge or Nedplay).

 

[chuchu59]

Completely agree with this Nifty. When threads first started popping up a couple years back highlighting this practice, I knew then that this group was not what they once were. Many years ago, they used to be one of my favourite places to play re: MG. They were also one of only three groups that I promoted when I was an affiliate. Were I still in that business I would have dropped them a long time ago.

Tirilej gave good advice Everyday....stick with 32Red. I honestly don't know why anyone who CAN play MG, would play at any other casino besides the 32Red Group (32Red, Dash, Golden Lounge or Nedplay).[/QUOTE]

The fact is 32RED treats everyone so well that some may not think they are being 'special' Practically all regular players are treated like VIPs so when one one thinks he/she is a high-roller and deserves more he/she might not get something out of the ordinary and goes elsewhere to get that special feeling. Make no mistake about it the perks offered by 32RED for ordinary players exceed the goodies for VIP players from other casinos but in players' minds (similar to the OP the supposed VIP treatmentcounts more than anything else. In other words the mind is clouding one's judgment.

 

[everyday]

You are all completely right of course and I should have noticed the subtle changes taking place much earlier. They are just a business after all and should be thought of and treated as such...not the old friend that checks in regularly to see how you are doing, sends you birthday & Christmas presents or a few dollars your way for your continued enjoyment. Live and learn! I may try 32Red in the future but not feeling the love at the moment for this industry as a whole.

 

[Slotster!]

Ha ha ha. This is hilarious.

VIP status!? Gold? Silver? Platinum? Super Status?!

Its such a ridiculous, pointless and management heavy system it makes me laugh.

Do they REALLY think players are so stupid?

Of course look after your favourite customers behind the scenes and keep them happy, but not at the expense of pissing other players off. WHY WOULD ANY CASINO DO THAT!?! Just let this guy carry on depositing or whatever and keep their 'Special Casino Member of The Month' badge or whatever ridiculous scheme they've concocted this week.

Seriously, when will these groups learn?

Real shame - the Palace Group used to be up there with the best. They can go **** themselves with this sort of antiquated nonsense.