RESOLVED..Golden Palace Casino - Incompetent support, suspicion of no payment

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    Last post ago over 3 years by blueday
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    Sonio

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        Sonio

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        Recently I received 30$ no deposit bonus from Golden palace. This is in the e-mail:

        "Sometimes we like to keep it simple.

        We want you to play again, so we are giving you free cash. It’s already in your account, and can be played on any game you want. ***

        are yours to enjoy!
        ......

        *** Wagering requirement x50, maximum cash out $200, all games allowed."

        No additional terms link, and as every bonus of them has different terms, I decided to stick to this. Accoarding to this any games would count 100% towards wager, as even the general terms doesn't give direction for contribution percentages. But usually at Playtech, Scratch Cards, Slots and Arcades count 100%. I played these a lot.

        I won, and I asked the support at night about how much money is left to wager. Lou on support told me he sends an e-mail to the auditors to check. Well, this was already making me nervous that it is so complicated, but fortunately the reply came fast, and said, about 1101$ is left to wager. From that point on I played a lot, including slots, and I generated about 120 comps. That equals 1200$.

        Today I went to ask support about how much money is left to wager. A new face on support says:

        about 3500$. What???? That is even more than the max wager requirement (it is 30x50) that is 1500$. I don't know where that guy came from but he was surely not in our dimension. I told him that it is simpossible, he promised me to send a new request to the auditors. I also sent them an e-mail, to make sure.

        No reply. I have just went to chat again. Dan replies: 1101$ left to wager, the same amount that Lou told me at night, just before I wagered 1200$. Impossible again. I told him his request is false, because he is seeing the last night request done by Lou, so I asked him to request a new check.

        Unbelieveable. The most ridiculous is that they check the wager status, and they tell it is 3500$ when in the rules the max requirement was 1500$. Jesus. I wonder who they employ for support.

        Moreover this Dan told me he will send the request, but he is not sure if  he can forward an answer to me, it depends on the auditors, whether they reply or nor. Great. So in this casino there is chace that I cannot check the wagering status at all. Such a joke. I wonder if they will allow me to cash out at all, if I reach that point that I can request a withdrawal. After these things I am skeptical... 
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        blueday

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          Hi Sonio,

          We do have a rep on board although he hasn't been on for some time.  You can message him direct HERE (acopy will go to his email inbox as well).  His name is Paul.

          It might be worth a try posting in the direct casino support thread as well HERE.

          Keep us posted as to the outcome.

          blue
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          Sonio

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          Finally I received an e-mail from Dan telling me I have completed the wagering requirements. I have to present documents, and we'll se what happens. So I think at the moment I don't post in the other thread, too.
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          blueday

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            Sonio wrote:

            Finally I received an e-mail from Dan telling me I have completed the wagering requirements. I have to present documents, and we'll se what happens. So I think at the moment I don't post in the other thread, too.


            Yes good idea.  Lets see how this pans out.

            Keep us up to date please.

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            Sonio

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            Ok. As expected, problems came again, on withdrawal. The documents were approved, BUT! They asked a phone number from me, and they told me they couldn't call me for verification, because the line is busy. Well, I checked my phone, they didn't call me, because there is no notification about missedd calls. So something whent wrong. I wonder if they know how to make an international call, what international code to use in ther country, or maybe the problem was that they typed the + when the called me, who knows. This month my friend called me from Morocco, so if it was possible from there, I am sure it is also possible to reach me from a more prestigeous place.
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            blueday

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              Strange that they couldn't get through and yet your friend did.  Sounds like they are doing something wrong....did you check your details in your account on there?

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              Sonio

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              Yes. I gave them my number, and the time to call me.

              They tried it again, this time I got the call, but they called me out of the time I specified, I was not avaliable. Who would wonder it happens like that 

              They wrote me an e-mail to call them or ask live chat to request a call back. I went to live chat, the operator asked to call them. I called them. They called me back. So, after much much confusion, phone was verified.

              But, today, I got a call again, for verification. I don't understand why twice, actually I couldn't hear a word because I was on bus, but okay, I am verified.

              They told me the withdrawal processing is 7-9 day. Another piece in the puzzle that make me annoyed. 
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              blueday

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                Thank goodness you sorted that out.....twice.

                I guess you have to play the waiting game now.  Keep us updated Sonio.

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                Sonio

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                They have paid, finally.
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                blueday

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                  Sonio wrote:

                  They have paid, finally.


                  Excellent news.  Congrats.

                  Updating the thread to resolved.

                  blue

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