WinPalace slipping?

Why after i won a tourney today do i have to go to live chat to complain or feel as if i am begging for my prize, must say it is rather humiliating and furious. I won the 3 pm CST Goldbeard tournament today, duration 6 hours . It is now 10 30 pm CST. I often get pennies for wins and this is myfirst , first place here. It Doesn't usually take long at all to get my prize. But i am getting this from Live Person :

Please wait for a site operator to respond.

You are now chatting with 'Rupert'

Rupert: Welcome to Win Palace, how may I assist you?

timwilcob: good evenign i won the 3 pm tourney yet havent prize yet , is there something wrong ?

Rupert: Just a moment please.

Rupert: The payout you received was a 0.04$

Rupert: And it was already given

timwilcob: 04 cents no no i just won today 3 .75

Rupert: What was the tournament name?

timwilcob: goldbeard ID 56174

Rupert: I am very sorry but you did not won the tournament

timwilcob: that's me Timothy 3 ?

Rupert: Please check the leader bored and you will see it your self

timwilcob: yes i am looking at it

Rupert: Just a moment please.

Rupert: I am sorry

Rupert: But you are not the board leader

timwilcob: i am the board leader that is me

Rupert: Can i have your email?

timwilcob: xxxxx@hotmail.com

Rupert: Please check the leader board carefully and you will see that you are not the leader

timwilcob: regardless ID 56174 Timothy3 tournament winner , i should have something for 2nd third whatever

timwilcob: ok tell ya what i am new to this casino and you Rupert have just cost them more deposits

timwilcob: thanks for your time

Rupert: If you need any further assistance, please do not hesitate to contact us. We will be happy to help anytime!

Now what is the issue you see here?

Might i add i was disconnected from the tournament lobby by an administrator after this.

Hi Tim,

I modified your post and removed your email for your privacy.

timwilcob: regardless ID 56174 Timothy3 tournament winner , i should have something for 2nd third whatever

If you won the tourney Tim, why would you settle for 2nd or 3rd?

I did contact live chat to find out why you did not get paid. Here is how it went........

you: he says you told him he did not win
Rupert: He did not wont the tournament
you: can you give me the name that did on the leader board?
Rupert: Just a moment please.
you: and where he did place
Rupert: Timothy3
Rupert: was the leader
you: He claims to be this person
you: are there two names similar?
Rupert: I did not understand what is this
Rupert: Please understand that every player can have 1 account
Rupert: I have asked both the user and the email
Rupert: And both does not match
Rupert: The winner on the board
you: i see
Rupert: The Player :timwilcob
Rupert: Will NOT receive winnings of 3.75$
Rupert: From that tournaments
you: is there multi accounts?
you: or it didnt match
Rupert: Just a moment please.
Rupert: nope,
Rupert: No similar accounts
you: ok ty so much for your help

Not sure what happened here tim but maybe you use "Timothy3" ID at other sites for tourneys and might use another name at this site?

Lips

No that can't be the case every RTG uses a different tourney ID for every site.

No Tim that is not what i meant. Sorry for the confusion. What i am wondering is the name you set up for yourself for tourneys is separate from your user name in the casino. Is it possible that the name you use for tourneys is not Timothy3 at this particular site. Perhaps you use that name at other sites and didn't for this particular casino.

Timothy3 is a common name and when you signed up for tourney maybe it was taken and you had to choose a new name?

Lips

No i looked at my name under the clock as i was speaking to the live chat it is definately Timothy3 at WinPalace , and i was the only one to get 40K plus points in that tourney.

I just got off the phone with support , and they were of no help whatsoever, actually saying they didn't understand what i was refering to, giving them my account name, the ID of the tournament , and was pushed off to write an email to support , if you ask me this utter nonsense to try to side step a payout for a whole 4 bucks. Mind you the tournament will only show for one more day. This is definately rogue behavior.

Have you done a screenshot of the tourney for your records?

I suggest you do this immediately if you have not already done so.

The usual rep is away at the moment (for 10 days).  I'll see if I can find the other rep but in the meantime, please get that screenshot of the results.

blue

Yes i have screenshots now , including my account history for the month of March , all evident of this sham.

I see you posted in the direct casino support thread.  All you can do for the moment is wait until the rep (Daniel) returns unless Rick (the other rep) is around.

At least you have the screenies as evidence which can only help you with this.

blue

To sum up this thread i was paid and direct apologized to by the Live Person casino rep. After of course , i was asked by "L" at WinPalace to submit any saved screenshots of the tournament board's screens.

Thanks WinPalace, Tim

Aww that is great news tim!!! Glad it all worked out in the end for you. 

Lips

Glad to hear it's sorted. 

blue

Good news they sorted it.

I can understand them rectifying the mistake... They admitted they were wrong so fair enough.


But how can something like this be mixed up? Support clearly need to be trained up better because if they cant see the emails match and that the winner was Tim then something isnt right in their systems.

Yes it was only $4 but there was always that saying "look after the pennys and the pounds will look after themselves"

Just an ammendation by myself , i just wanted to let everyone know if they do enjoy this casino, they have some very nice match bonuses today for their Royal Ball promo.

im glad you got it worked out