WinPalace slipping?

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    Last post ago almost 6 years by Cat50
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        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?
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        Might i add i was disconnected from the tournament lobby by an administrator after this.
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        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
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        No that can't be the case every RTG uses a different tourney ID for every site.
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        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
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        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.
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        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.
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        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
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        Yes i have screenshots now , including my account history for the month of March , all evident of this sham.
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        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
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        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
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        Aww that is great news tim!!! Glad it all worked out in the end for you. 

        Lips
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        Glad to hear it's sorted. 

        blue
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        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"

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        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.

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