WinPalace cant get my winnings :(

[pobeda]

Well, I DID NOT WANT TO DO THIS. I liked this casino and played there for a while, looked trustworthy until now, when I made my withdrawal. The story will be a little long.
Withdrawal request was made on Apr 28 (my birthday Looked like a great gift.
Before withdrawal I had $2925 on my balance from, $490 should have been taken out as part of bonus match I took on my deposit. So, system would not allow me to make a withdrawal of 2925. The only option would be to get 2435 (which kind of make sense 2925-490). However, I made a request for 2435, my balance still shows 490. I wen to chat room, and was assured that this is MY MONEY and bonus part was already taken out and I can either withdraw it or gamble with it. Of course, I did not fall for this story, knowing that this is bonus money. But, 490 is still on my balance, so I cant deposit to play more and dont want to take a chance to gamble with it until I get my withdrawal. Every day I contacted support, different people trying to convince me (even guarantying)that money is mine. Finally after 10 days of waiting, i open my account in the morning and see the balance of 935 (?????)
immediately checking cashier and see that my withdrawal was approved for only 1500. So, the rest (935) went to my account and the amount of 490 (that I was assured is mine) was finally taken out and erased from my balance. Mad (for different reasons), i am talking to live chat again and here a thousand apologies for "sorry we made a mistake" and so on. For my question why my withdrawal was change to 1500 I am getting, "you r lucky to be approved for such high amount, usually it's like 300-500 a week" (and this term in nowhere to be fount in TC). the only good news is my withdrawal finally approved, right? for money to be sent VIA wire to my banking account. Before i proceed to the second part here is some parts of my LC conversations:

you: is there nay update on my withdrawal?

Casino Support: I will check for you

Casino Support: Couple of things I see here...

Casino Support: Firstly, I see that the request was made on April 27, last tuesday, correct?

Casino Support: It was made for $2,425 and that left $490 in your account to play with.

you: yes

Casino Support: To be exact it is $490.96

you: yes

Casino Support: Okay, good, just making sure we are on the same page

Casino Support: I see that on Sunday you spoke with Mike

Casino Support: in regards to your inquiry about the remaining $490

you: well, i am still not convinced i can play with 490.96...Mike assured me I can and bonus already was withheld, but...if you look at my my cashier section, you will see that I only have 96c withdrawable and 490 shows as bonus money

Casino Support: which indeed is withdrawable too

Casino Support: Nope, I see that the $490.96 is displayed as both your playable balance and your withdrawable balance

Casino Support: 1. you do not want to cancel and then recreate request, that will reset the 10 business day time frame to day one and you're almost there

Casino Support: 2. The $490 is playable and withdrawable

Casino Support: and you can play with it in the meantime while you are awaiting your withdrawal request to be processed.

you: well Sarah, that brings us to original question...when withdrawal will be paid?

Casino Support: I am guarenteeing that the $490.96 is withdrawable.

Casino Support: Okay,

Casino Support: Each individual withdrawal request takes up to 10 business days to process....

here is fun part, my withdrawal was approved and sent (!!!) on 9th, so full 10 business days
Dear ,

Let me be the first to congratulate you on your winnings!

I’m happy to report that your withdrawal request has been authorized and $1,500.00 has been sent to the bank information you provided on the faxback form you sent in.

Please allow up to 5 business days for the money to be received into your bank account.

we all know that wire takes 24-48 hours.
on 13th, i am getting this:

Dear ,



I tried to call you today to explain that we have received a message back from your bank saying that they are unable to accept the $1500 that we sent to you due to compliance reasons. What this means is that they suspect that the money is related to gaming and therefore won’t accept the wire transfer.

now, it's a lie... it happened to I won on Apr 27th at two other casinos and got paid within 4 days from both via wire using same account. So, I called bank and bank confirmed that no signs of WIRE were seen. So, bank provided different routing number , casino accept it and assured me (once again) that money will be wired immediately (Thursday). Today is Tuesday, no money. Nobody at finance department, nobody knows anything and according tioi lice chat, looks like money NOT SENT as of right now.

Sorry, for long story, but what am I suppose to do??? I gave them back 935 by stupidly losing them. And I cant get 1500, no matter what I try.

WINPALACE, once looked trustworthy place, looking bad and rogued to me right now.

 

[takethemoney]

The money may have been flagged as it crosses federal reserve checks during the wire process and not allowed to proceed to your bank. I do know there is a checkpoint along the way, as my bank told me about it. It happens before the funds hit your bank and your bank would have no idea of this happening.

So, think in terms of solutions:

Can they Money Gram or Western Union the money to you?

What about just sending you a cheque?

Could they send you a prepaid debit card?

Speak to someone in management and keep your cool. If you get angry and start attacking people you may not get the results you want. Many casinos have weekly withdrawal limits. Good Luck!

 

[jimb123]

withdrawal limit

The money may have been flagged as it crosses federal reserve checks during the wire process and not allowed to proceed to your bank.
Good Luck!

That's why I use Quicktender / UseMyWallet

As for the weekly $200 to $300 limit he mentioned. Are they serious? Whatever!!

I would never play at a casino that had those kind of restrictions. I would take $3000/month.. no less. So I guess I better ask from now on upfront and get it in writing before I try a new casino.

Also, I dont get why they let you withdrawal the total amount MINUS bonus money --- only to later let you play with it. Unless they are setting you up to cash that $590 out of the $1500 that is pending now. You will then point back to what they told you via Live Chat and they will say, "Sorry that guy was new. The terms are the terms and you should have known better".

Trust me, pointing fingers at a casino rep has never worked for me. Not sure what you could have done differently. I hope you at least get the $1500 soon. Keep us posted.

 

[pobeda]

The money may have been flagged as it crosses federal reserve checks during the wire process and not allowed to proceed to your bank. I do know there is a checkpoint along the way, as my bank told me about it. It happens before the funds hit your bank and your bank would have no idea of this happening.

So, think in terms of solutions:

Can they Money Gram or Western Union the money to you?

What about just sending you a cheque?

Could they send you a prepaid debit card?

Speak to someone in management and keep your cool. If you get angry and start attacking people you may not get the results you want. Many casinos have weekly withdrawal limits. Good Luck!

I begged for WU or MG ...I said I will pay fees, response was Our casino does not use these payment methods.
QT come up as an option, after May 13, but now they want me to deposit first with QT and then wait for withdrawal process again. And then I should wait for QT to put money on my account after 5 business days.
I am not angry, I am just upset, I was loyal to this casino, wasting my money there, instead of playing at other RTG. and to treat customer like that, I dont think is right...

 

[pobeda]

That's why I use Quicktender / UseMyWallet

As for the weekly $200 to $300 limit he mentioned. Are they serious? Whatever!!

I would never play at a casino that had those kind of restrictions. I would take $3000/month.. no less. So I guess I better ask from now on upfront and get it in writing before I try a new casino.

Also, I dont get why they let you withdrawal the total amount MINUS bonus money --- only to later let you play with it. Unless they are setting you up to cash that $590 out of the $1500 that is pending now. You will then point back to what they told you via Live Chat and they will say, "Sorry that guy was new. The terms are the terms and you should have known better".

Trust me, pointing fingers at a casino rep has never worked for me. Not sure what you could have done differently. I hope you at least get the $1500 soon. Keep us posted.

Nothing in T$C about 300 a week. I've been told this on the phone. Second, there is simple reason why they would not let me withdraw. Left 490 on balance, assured me it's mine, that I can gamble with it. Then, lets say I lost, they would take it away from my withdrawal and would say"oh, we are deeply sorry, lice chat rep made a mistake, this was bonus money". pretty cool, huh?

 

[takethemoney]

I begged for WU or MG ...I said I will pay fees, response was Our casino does not use these payment methods.
QT come up as an option, after May 13, but now they want me to deposit first with QT and then wait for withdrawal process again. And then I should wait for QT to put money on my account after 5 business days.
I am not angry, I am just upset, I was loyal to this casino, wasting my money there, instead of playing at other RTG. and to treat customer like that, I dont think is right...

I have found that in order to withdraw to QT, you must first deposit by that method, pretty much all casinos. I'm not sure why. If you make a small QT deposit, then will they pay you by QT? If so, I would probably do that...just make a $20 deposit, then hopefully they can pay you.

 

[jimb123]

QT

I have found that in order to withdraw to QT, you must first deposit by that method, pretty much all casinos. I'm not sure why. If you make a small QT deposit, then will they pay you by QT? If so, I would probably do that...just make a $20 deposit, then hopefully they can pay you.

====
I'm not sure if you meant make a ONE TIME deposit by QT and then most casinos will let you withdrawal anytime you want by QT.

But I will say Casino Rewards MG will allow me to deposit via any method I want... and no matter what deposit method I used, I can take out via QT.

So maybe once he makes the initial QT deposit, he'll be all set.

 

[takethemoney]

====
I'm not sure if you meant make a ONE TIME deposit by QT and then most casinos will let you withdrawal anytime you want by QT.

But I will say Casino Rewards MG will allow me to deposit via any method I want... and no matter what deposit method I used, I can take out via QT.

So maybe once he makes the initial QT deposit, he'll be all set.

Yes, I meant initial deposit. I believe the casino uses that to verify that the account works.

 

[danielg]

Hi
Only now noticed this thread. I'll check this things with Winpalace and contact you.
Meanwhile:
you need to deposit with QT in order to withdraw with it (I'll check other regulations).
Winpalace doesn't work with the 2 methods you mention, it's not because of the fees.
Wire- sometimes there are problems, specifically with certain countries, but they are Always solved. (For example we needed to send a player in Ukraine the same wire for 3 times. Paying in fees more then the actual ammount.

Regarding the bonus money, as i know it's taken from the withdrawal amount when you make the request. I can't get to the bottom of it here, but i'll request Winpalace finance manager to go other all your chats and check the info you've been given.

Don't worry. You will get ALL you winnings, 100%!

Daniel

 

[Lucky Loser]

Thanks for the heads up. No way am I touching this casino now.

I expect "no fuss" withdrawals for unlimited amounts in 48 hours but preferably in 24 hours like 3 dice or party casino.

 

[Tycoon83]

Yeah this casino has red flags all over it.

There is no progressive slots for one. Two, they kept calling me to deposit and emailing me to deposit.

I tried to email them back about questions, only to get no response.

I'd stay away from this casino.

 

[pobeda]

Getting worse by day called again 5 hours ago,rep told me that
someone from finance will call me in10 min. And nothing..
Since tat time their phone line is busy

 

[danielg]

Hi Pobeda,
Not sure if you noticed my reply few posts ago.
You don't need to worry about getting paid. I assure you that you will receive all your winnings. If you miss a penny, i'll pay it from my own pocket!

On a different topic: Regarding Progressives- it's just a business decision. Progressives it's a complimentary service of the software provider, RTG in this case. We tried it for 4 months and just decided that it's not profitable for us. That's all.
There are few services like that and we decided not to use this one. On the over hand, we are waiting for the Slots Tournaments that will soon be added.

Daniel

 

[daera]

As for the weekly $200 to $300 limit he mentioned. Are they serious? Whatever!!

You know, on their web site under Banking it says:

The minimum withdrawal is $/€100. All withdrawals are paid in installments of up to $/€3,000. This is determined according to player class. This can take between 5-10 business days. You will be notified by email when we send out your winnings. Withdrawals and changes to payment instructions are subject to clearance by our Security Department.

I went to live chat and asked them about the "up to" part for the maximum weekly installment amount. Live chat told me that cashouts can be paid out by the casino in weekly amounts no greater than $3000 per week, and as low as $100 a week. OMG! Can you imagine having a cashout of ANY size and only be paid out at $100 per week?

I still can't get over the way they do the "up to". Ridiculous!

 

[jimb123]

Deara

You know what that tells me.. they have cashflow/reserve problems.

Any casino that says you could win thousands and they reserve the right to pay you as little as $100/week is not going to get my business.

My greatest session EVER (and I kid you not) I started with $10 VIP bonus credit at Casino Rewards (Microgaming) and about 16hrs of nonstop playing later I had over $10,000!! My biggest spin was $800 so i really worked it.

I submitted a withdrawal... sadly 48hr waiting period - and I got the whole thing at Quicktender in one payment.

I did give $4000 right back the next week trying to hit another 'big' session but the rest I kept. Of course, over the next 2 yrs they got all that back and alot more lol

But that's not my point. If you can afford to take all my money at once, you (as a casino) better be able to afford to let me take yours

I'm sure WinPalace will pay up for this OP... but unless they update their T&C to state they will pay all winings IN ONE PAYMENT -- FOR AMOUNTS GREATER THAN $3000, WE WILL PAY $3000/MONTH. I could live with that. But just think my $10,000 win COULD HAVE taken WinPalace 2 YEARS to pay me.... hahahahahahahahha ;

I suggest the PR guy get them to correct this marketing oversight right away.

 

[pobeda]

Hi Pobeda,
Not sure if you noticed my reply few posts ago.
You don't need to worry about getting paid. I assure you that you will receive all your winnings. If you miss a penny, i'll pay it from my own pocket!

On a different topic: Regarding Progressives- it's just a business decision. Progressives it's a complimentary service of the software provider, RTG in this case. We tried it for 4 months and just decided that it's not profitable for us. That's all.
There are few services like that and we decided not to use this one. On the over hand, we are waiting for the Slots Tournaments that will soon be added.

Daniel

Hi danielg,
thanks for you response, but to be honest, it does not make me feel much better. Just today, at 6AM on the way to work, I gave them a call and again, rep promised me that finance will call me at 10 min. 6 hours later, I called again and same rep told me that they r too busy and will call me later. When? Only God knows. Problem is not only getting paid, but also, WHEN????
I have a copies of at least 3 live chat sessions, that would make you laugh if you read all promises, swears and how much they love and respect me as a customer. and then lie, after lie, after lie....its 3:30PM, no one called yet and I doubt anyone will

as far as 300 a week....how about this "Because you are one of the most valuable customers, you been approved for 1500, other players usually getting 300-500 a week." Can you imagine, what you have to do to get paid 3000 a week?

 

[pobeda]

ok, just update,
I got a phone call today and of course, no wire were initiated, so it was one more lie to the end of story. I got paid on QT today. I guess story is over as well as my relationship with WinPalace. As much I loved this place before my withdrawal, I totally not recommend to invest your money in this casino. Just not worth it....
thanks everyone for your input and support.