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winpalace problem

Discussion in 'Casino Complaints - Bonus Issues' started by Mosse, Mar 1, 2014.

    Mar 1, 2014
  1. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia
    i have an issue with winpalace casino. they refuse to pay winnings that i won from deposit+ bonus.

    now they dont even answer to my emails. its been over a week now for total silence from their end. i havent got any explanation from them.

    350 dollars is missing now. its not much but id really like to get my money.

    is this a good casino and is there any chance of getting help here for my issue?

    story:
    i got 25d cashback- bonus and won pretty much from it. it only had 125 max cashout. i managed to finish wager and had about 1200 dollars on my account. bank transfer is the only option to cashout. i heard that there is VERY big fees on bank transfers. another player had lost tens of euros using that method. so i thought that i cant withdraw at all cause there is min cashout 100d. i thought that i will then make another deposit with bonus. i would then cashout if i manage to win with that also. i then started to win immediatly and again managed to finish wagering. i then made cashout of 500d (included that cashback-winnings and winnings from new deposit).

    first i got email from them that my cashout for 500d is confirmed. took another 2 days and got another email saying that only 146d (125 cashback- win and my deposit)will be payed to me. that 146d came to my account. they told me that they wont pay me more cause i had win from cashback bonus.

    so they took about 350d my winnings and now they dont even bother to answer my emails about whats going on.

    and i want to underline that i never used those cashback-winnings for wagering this new deposit bonus. when i made this new deposit i started to win immediatly and finished wagering with that deposited money only.

    any idea what to do now? any help from here?

    any chance of getting my money back?
     
  2. Mar 1, 2014
  3. maphesto

    maphesto Dormant account

    Location:
    Sweden
    Win Palace do not have a good reputation here, but a senior member here is often very helpful when it comes to casinos he promotes. Ask KasinoKing!:)
     
  4. Mar 1, 2014
  5. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    don't think its the best of casinos but think most casinos would do the same , as there was a max withdrawal on the cashback no matter what balance you get up to you can still only cash out the max allowed, so to make a deposit and play while still having cashback winnings in your account isn't a good idea as you are still bound to the terms of cashback so think the casino was right to just approve withdrawal of the winnings from cashback and your deposit back as well, should have cleared account before redepositing
     
    2 people like this.
  6. Mar 1, 2014
  7. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I haven't checked their T&Cs specifically - but I think you are right.
    There have been many stories like this in the past, where players ASSUME that once they finish the WR on a bonus they can treat the winnings as if it was their own deposited money. At RTG casinos in particular - there are usually terms which dictate otherwise.

    Unfortunately the rep who was always very helpful (Daniel) left the company a few months ago. I met the new rep (and some of the others in the team) at LAC in February and was completely un-impressed with them. So that, combined with other long-standing factors, lead me to remove all their casinos from KasinoKing.co.uk mid-February.

    Of course, I always try to help players if I can - but I'm busy tonight. Someone needs to thoroughly check their T&Cs to see if the OP has a case or not. If no-one else does it, I'll try to remember to have a look tomorrow.

    KK
     
    6 people like this.
  8. Mar 2, 2014
  9. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia
    Thanks very much KK for reply. I really appreciate if you have the time to look at this case. I didnt find any spots from their t/c that i have done something wrong. But my english is not very good so it would be great if you (or somebody) with good english can check their t/c.

    Very strange thing at the moment is that winpalace doesnt bother to answer anything to me on this...maybe they dont have any answers on this...
     
  10. Mar 2, 2014
  11. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    IMPO you're in trouble. The main reason is this clause:

    Promotions may not be combined, unless otherwise specified.


    In many casinos, max cashout winnings are considered to be promotional/bonus winnings until they are cashed out and sent. Personally, I think once you've finished WR, it should be cash money for you to use as you see fit....but it's not up to me. FWIW, I've yet to hear a convincing argument from any rep as to why it has to be that way.

    Another point is that you state you had $1200 left in your balance. Are you saying you added a deposit and bonus ON TOP of that? In that case, you were actually (potentially or otherwise) using $1050 that you were NOT entitled to use to help meet the WR of the new bonus. In fact, you DID use $550 of it as your end balance was $500. If you had taken the new bonus without the existing balance, you would have busted out!

    In this case, the casino has it right. In fact, they're being almost generous. You won the $125, and you technically busted out on your new dep/bonus.....you got your initial winnings plus your deposit back. You're actually quite lucky, as some places would keep the lot or at least keep that deposit given you actually lost it.

    Don't take this the wrong way, but why are you agreeing to terms in English when you admit your English isn't good? Sounds like a recipe for disaster.
     
    3 people like this.
  12. Mar 2, 2014
  13. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia

    I didnt use this cashback-winnings to meet this new wagering. I met total wager req with this new deposit i made. So all winnings came from this new deposit. Of course i know that its against t/c to try the thing that you mentioned.

    I didnt cashout that 125d winnings cause i thought that its imbossible because of cashout fees and min cashout-amount.

    It should be not my problem to reset my bonusbalance after i finished that cashback-wager, or is it? I dont understand that how can casino use this agains me. Or i dont really know what they think cause they doesnt answer anything to me.

    Btw. Dont understand your last sentence. My english is maybe ok but its hard to read long texts cause i have to translate it all.
     
  14. Mar 2, 2014
  15. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Yes, you DID use the "cashback winnings" to meet WR.

    You had $1200 in your account before you deposited..correct? Well, only $125 of that was yours...the other $1075 was NOT yours, and would have been removed upon cashout.

    IF you ended up with a balance of $2500 or something, and your balance never dropped below $1200, then PERHAPS there would be an argument in your favour. However, the fact is that your end balance was $500 which means, technically, you BUSTED OUT on your deposit and bonus so your argument that you "didn't use the winnings" is BS. Sorry.

    Do you understand that part? If you ONLY had the $125 left in your account instead of $1200 when you deposited, your end balance would have been ZERO and you wouldn't be cashing out anything.

    Excess winnings are usually removed during the cashout process, or if a coupon is used (and normally is not when cashback in involved), automatically the moment you meet the WR.

    All you had to do was ask support to remove the excess winnings, which they may have been able to do. If they had, you would have ended up with zilch. As it stands, you're actually LUCKY, as they have voided your second bonus and refunded your deposit, AND given you the original $125 maximum. In a bizarre way, not doing the right thing has actually been to your advantage.

    Your argument that the casino should be responsible for removing the excess winnings is....well obviously fair i.e. it's not like YOU can remove it, right? Problem is, you didn't give them ANY opportunity to do just that by either asking support or cashing out and reversing.

    Bottom line....you used the excess funds, to which you not entitled, so increase your winnings by meeting WR on a second bonus. No casino is going to allow that, as you have markedly increased your chances of meeting WR by starting with $1200 extra in your balance that has NOT been factored in to your WR amount. i.e. if the bonus was 200% say, and you deposit $25 with a 20xDB wr, your WR would be $1500...20 times your starting balance.....by having an extra $1200 to start with, your WR is actually 1.25 x your starting balance...in other words, almost impossible to lose.

    Nice try. I think, considering the above paragraph, you knew exactly what you were doing. Blind Freddy could see it put you at a HUGE advantage. Using language and "the casino should have removed the excess" as excuses is just lame. Sorry.
     
    1 person likes this.
  16. Mar 2, 2014
  17. sigothx1

    sigothx1 Experienced Member

    Occupation:
    Civil servant
    Location:
    England
    Not going to pitch in as to whether you knew the scam or you didnt, but IF you didnt why on earth would you not ask support to either remove the excess or simply is it allowed to deposit on-top of a max cashout rule, I find it hard to belive noone would do this.
     
    1 person likes this.
  18. Mar 2, 2014
  19. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia

    my end balance was not 500d. maybe i didnt explain it right. i dont have the exact amounts written down cause casino has now removed all funds on withdrawal. and i didnt know that something like this will happen so never came to my mind that i should write these facts/ amounts down.

    i thought that i can still use these remaining funds (after cashout) for collecting comp points. cause if i hadnt win anything from my deposit bonus my plan was to collect those points. cause money from comps are cashable. but thats now relevant.

    point is that i had 1700d on my account and made a cashout for 500d which was my winnings. including 125d winnings from cashback and the rest from deposit bonus. after my cashout there was this 1200d still on my account. and that amount was won with this cashback and i knew that it cant be withdrawn. i hope this clears it out what happened.

    sorry if i explained it wrong first but please understand that its very very complicated to explain this kind of issue for me in english. im from finland so my english is not perfect.
     
  20. Mar 2, 2014
  21. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia
    it seems that at winpalace system doesnt automatically remove excess winnings. or in my case it sure didnt do so. thats also odd cause RTG casinos have always before done that for me.

    before i made my deposit i checked that wager for this cashback bonus had finished. it was also shown so at the cashier.

    so i didnt deposit while wager wasnt finished. this just for info to make myself clear
     
    1 person likes this.
  22. Mar 2, 2014
  23. Fiona5522

    Fiona5522 Dormant account

    Occupation:
    Transportation
    Location:
    Aurora, Colorado
    Winpalace

    Winpalace does not have the best reputation. But with my own experience they will pay if you have followed all the terms and conditions. They are VERY slow to answer emails and approve withdrawal requests. It will take roughly 20-25 days from the time of request for withdrawal to pay out.... I no longer play there because it is so slow. But they will pay you if have followed there rules.
     
  24. Mar 3, 2014
  25. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Thanks for clearing that part up.

    Unfortunately, as the $1200 was still considered promotional winnings, you breached the term about "promotion/bonus stacking" i.e. taking as bonus on top of a bonus.

    All you had to do was ask to have the excess removed. Alas, you did not.

    Was the cashback via a coupon? Usually, coupons automatically remove the excess after meeting WR. If it was a manual/any other type of credit, then this will not occur. Ultimately, it's up to you to keep abreast of the terms, and if there is any confusion....and you stated it IS a "complicated situation"...then contact the casino FIRST.

    I cannot stress that last part enough. If one is NOT 100% clear about what is OK and what is not, and you clearly were not, then one should ALWAYS contact the casino FIRST.
     
    1 person likes this.
  26. Mar 6, 2014
  27. Mosse

    Mosse Experienced Member

    Occupation:
    government
    Location:
    finnlandia
    thx everybody who answered me on this case.

    seems that im getting nowhere with this.

    support now answered almost same way that i got answers to this thread.

    i really not know what more i could do on this to get my money. though i still dont really understand that why i lost my winnings that came from my deposit.

    case can be closed on my behalf.
     
  28. Mar 19, 2014
  29. Kentown

    Kentown Dormant account

    Occupation:
    Retired
    Location:
    Alaska
    I have to report the same stone wall with my claim. It's unfortunate that the 'chat' agent who I spoke with at WinPalace guaranteed I would get the $500 max for my win. But I haven't heard back either. I worry that I might have been defrauded. My winnings, after receiving a '$100 match' deposit for a I made a few days earlier, and lost, for $100. At 12:15 PM (my time) I was ahead $4947.28. The transaction number displayed was 1315457088. I was playing slots, Honey to the Bee. 'Chatting' with the agent I was told I could cash-in $500. I was sent directions to follow and I would hear back. That was on 3/16/14. Nothing. No messages in my WinPlace, Hastings account and no emails after. It's too bad these rip-off artists don't just pay. They must be getting rich off suckers like me.
     
  30. Mar 19, 2014
  31. Kentown

    Kentown Dormant account

    Occupation:
    Retired
    Location:
    Alaska
    Typo - I-70 goes through Black Hawk, not I-10. SorryI-70

    I-70 out of Denver, East, goes through Black Hawk.
     
  32. Apr 7, 2014
  33. bet4fun

    bet4fun Dormant account webmeister

    Occupation:
    Small ISP owner
    Location:
    Mexico
    I have to agree they are always slow to pay, keep on nagging them and they eventually will pay but it does suck when you do win to have to go through all the BS.
     

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