Treasure Mile, Mandarin Palace, Lucky Creek, Grand Eagle, Wizbet Casino Support and Complaints Thread

Hi Everyone from LCB!

I’m Anna and I’m the rep for the Genesys Group. Genesys group runs the following Casinos: Treasure Mile,  Grand Eagle, Lucky Creek, Mandarin Palace and Wizbet Casino. We accept US players and have some great promotions on all casinos.

I’m here to ensure a great experience on all casinos.  Feedback and suggestions are more than welcome!  For any questions regarding your account I recommend you to contact our Customer Support team. I will of course do my best to help you out, but contacting support directly will result in a faster answer.

Good luck to all!

Anna

Hi Anna,

Welcome to LCB and thank you for being here.

blue

Hello,Anna.

Welcome to our family and I am so thrilled to have you here with us.
I enjoy the games at your casinos and great supports I have been received both through the chat and phone.
Genesys Group casinos are one of the hottest discussions and just knowing you re here opens the door for many great communications between casinos and members.
I appreciate all the great support you have been giving us and many thanks in advance for more to come.

Hi Wnanhee your little Monkey is soooo cute all mine are grown and seeing your little Sweet Monkey just makes me want to tell my husband to run to the doc and get the progressed reversed!!! . You are a Lucky MOM to have such a sweet little boy, cherish every moment they grow up so fast.My little Monkey is now 21 n my Baby Monkey is 14 Time fly's bye, just like that airplane high up in the sky U don't know where its coming from or where it's going all you know is, U want to be on that airplane for that ride, high up in that bright blue sky, and then you can tell your little Monkey about your adventure high up in the sky,on that awesome airplane he See's today!
                                                        Carol Doane

Awww,Katz...thanks so very much for such kind words and please let me give you a big welcome as well.
Really happy to see you joined our wonderful community.
When you get a chance, please don't forget to check out https://jswqzs.com/onlinecasinobonusforum/general-discussion/introduce-yourself/1590/
and https://jswqzs.com/onlinecasinobonusforum/general-discussion/family-photos/210/
I would love to see the pictures of your monkeys...and share stories of them!!!

welcome rep i hopee this means we will get beter service as i was an avid depositer at wizbet and lucky creek and have closed all my accounts but two. good luck and welcome

my problem is i deposited alotof money  and then stopped geting free chips or spins because i accepted the bonus with my deposit not fair every casino gives a bonus but they dont penalize you for it so i talked to a floor manager he told me my phone call was not important im sorry but when i am depsoiting as much as i did i deserved more respect than that and theni got a spam letter with a code and i was called a liar cuz they came in cds i dont lie

Hello Anna i wish to introduce myself and my problem , i have to say firstly i have definately noticed the improvement in your support's attitudes in general, I also would like to ask why after at least 200 dollars in deposits within this last month, i somehow miss these bonus coupons that have come out since flowing around the blogs and forums. I was told that these are exclusive to invites lists. How is it i have not made any list in the promotions department with all these bonuses going out ? I am not feeling appreciated i have to say which is a reason i decided to play elsehwere this month , not because i don't like your casino or games software which i do like very much, but when there is very litttle kickback after depositing and managing to be a reasonable and courteous customer, i have to go elsewhere. I ddin't claim a deposit bonus i also have to inform you . This was at Grand Eagle by the way Anna. thanks again for your time, i hope my post does give some insight to your issues with the coupon system and rewards.

Tim

Hi Anna my name is ofilia garcia and I would like to say that I am very pleased with the great customer support your casinos provide, Two of your staff members James Matthews and Sam have gone above and beyond to make me feel valued as a player!! The two of them really take the time to assist you with anything, and dont rush the chat or make me feel like im bothering them with my questions!! James is the reason I became a depositing player!! I have found myself depositing several times a day amongst all the sister casinos   If I become eligible for any promotions or special loyalty bonuses, I would love to recieve an email!! Thank you again

Anna  I play at TM and I do have to say the support folks are very nice - NOW I NEED SOME LUCK!    Welcome!!!!! - CJ

THESE SITES ARE THEAFS AND LIERS WHY CAN YOU SIT BY WHILE THEY RIP PEOPLE OFF HARD CASH NEVER RETURNED AFTER THEY STOLE IT AND THEN LOCKED ME OUIT THEIFS SCAMS FRAUDS

Hi killerz ,

calling them liars and cheaters is not the right way to resolve your issue. Im guessing you havent read the rules and Warning about posting in this board.

If you have a genuine complaint Im sure Anna would be more than happy to look into your case.

Zuga
LCB Admin

Also care to explain why you have created 5 accounts at LCB and why I shouldnt ban you?

hi anna,
i am very glad to have a rep for the genesys group here.  i used to play with you guys a lot more, but i have gone back to playing at other places due to the inconsistency and lack of appreciation from your group.  however, i have found that some of the support reps or hosts are very helpful and really will go out of their way to help.  i mainly play at lucky creek, but i do have an account at all of your casinos.  please pass along to your management that james was very professional and i really appreciate him taking the time to listen to my complaints and concerns last week.  he really needs to be acknowledged for his sincerity and profesionalism.  freddy is truly an asset as well and has probably been the greatest help to me.  he really went above and beyond during my last withdrawal.  thank you for coming to lcb!

Hi,Anna.

First I would like to thank you for the great support you have been giving to our members.

We, gamblers often talk about many great importance and expectation in casinos and most of them are usually it's fast and prompt pay out, super exciting match bonuses with throwing handsome amount of freebies and the list can goes on and on...
I find myself quiet stubborn in that aspect since my first choice of great casino has always been it's support before anything else and when I do find one, I seem to stick with the one and only...
I have been a faithful,loyal player at Fortune Lounge group for the last two years and one of the main reasons is their great email/chat support...they have been staying as the best casino for me that was until I met Tony at Genesys group.
Once I tried Betonsoft Games, I was hooked not only because of it's variety choices in games but games themselves are quiet addictive that keeps you playing.
So I started playing at 4 of the group and decided to try out the last one, Wizbet Casino
However I seemed to having an issue with depositing at the moment so I contacted live support and later found out that casino's financial department was having some sort of problem that's where Tony came to rescue me.
How respectable and kind he was from the beginning of my inquiry til the end of our chat even after the chat he came back and made sure everything was dandy...made me feel to believe that I was his first priority and the most important member....that's how I have found myself a new place to play.
Just like LCB...members come and go but they always come back not only because of the clear crystal values of information that we have here but it's the members who have been building the place together as a extraordinary place of our own and I truly believe that even one single person who represents the casino will be able to bring out the greater qualities of growing success and the best players who will stay as loyal for a long time...
I thank you,Anna and Tony for the great support and sending you my appreciation.

Hi Wnanhee,

I'm sorry for my late thank you note, but better late then never I say :-) Thank you for your post and I'm really happy to hear about your good experience. I made sure to pass on the message to Tony, who felt very much appreciated.

Again thank you for your kind words. Don't hesitate to let us know if there is anything we can help you out with.

Happy weekend to everyone!
Anna

usemywallet was my only deposit option at your casino group, but now usemywallet is not available anymore.  Wondering if you can ask them to enable my credit card deposit option, I had a prepaid visa netspend that I already had on file with the casinos.  My email login is xxx, oh I have to send you in pm,  ;D
I contacted live support about it two days ago, he said he would submit the request, but I have not heard anything since.

thanks

I contacted GE casinos about the credit card issue weeks ago and finally gave up.  Permanently closed all of my accounts.

yobaboy,
this is not grand prive group.

I am a regular depositor at lucky creek acct# [email protected]  I have noticed lately the casino has not had any free spin promotions for their new games.  And If the every do offer anything loyal depositors are allways not eligible.  You guys should have a few surprises for loyal Marshal's

    Thanks John

hi anna  i am having same problems as john and many others, except with treasure mile and grand eagle but i didnt know if i was suppose to explain situation on this part, so i sent you a message,  please read and help if you can.  thanks,

hi anna i went back to the casinos after i swore i never would they have been kind i cant get any freebies and im always told i wil be getting an invitation and i dont today denise flat out lied to me on several things and i had to go to another casino to talk to tony andf tell him for weeks i havenot recieved email of course it was blamed on me but why would i keep calling and asking for my email if thats the case and of course all the freebies i a m not eliglble for its been like that off and on since i won a large amount i have gotten my freebies thru the forum but i never get an email giving me one and i only get the spins if i deposit so no matter what i lose out.  today dean talked me out of closing my accounts i did not lose my cool once with denise but i dont lie to them and i try to always show respect and i expect loyalty and respect in return if you look past this year nto the previous year and thsi year i was an avid player do you want me to stay or go let me know cuz i only want what i give [email protected]

Hi Anna,

I have PM'd you about this in the past but am still having the same problem.

I only deposit using Visa Gift Cards (international) which your casinos advertise. 

I have tried many, many times depositing over the last few months using different cards and they never work.  I gave in and used them, with no problem, at other casinos.

Support said they would contact the finance department and also a manager but I never heard back.

Is there anything you may be able to do?  I'm sure my account will show the gazillion deposit attempts and failures.

Thanks, Anna!

Hi Gabby!

Thanks for your message. I'm going to check out things for you and get back to you on this issue.

Anna

Wow, You're quick Anna!

Thanks for any help you can find for me.

hi anna,
i am wondering if you guys are having any trouble with your payment processor.  i am currently waiting on a check to arrive and in my two prior cashins the check was overnited the day you guys processed the cash out.  i have contacted support and asked for the tracking number and have been given various answers but told in all of them that the finance team has to request my tracking number.  yesterday, i was informed by support that they can not call the finance team and they can only communicate via email,  my tracking number on this payment has never been sent to me nor has my check arrived,  i will pm you my details and would appreciate any information you may be able to find out.

Hello Anna:
Today for Labor Day, Grand Eagle has posted on it's Facebook page that 10 free spins are available 2 any1 who has deposited at Genesys casinos.  The free spins r for the new Mermaid slot.  I went 2 Mandarin Palace & rec'd 'invalid bonus code' after entering 10FSMS, as stated on Facebook.  After speaking at great length w/ Marilyn at live support, she informed I was not eligible, as the code was being granted by the promotions department.  Even after copying & pasting the Facebook posting, which came DIRECT from the Genesys group, she said she could not assist me.  Gotta tell ya, I'm quickly losing faith in this group.

Put an "L" at the end of the code & it should work - 10FSMSL

Per the other thread for these casinos - (old link removed)

Hello Anna:

Both Grande Prive and Big Dollar allow a birthday bonus to be redeemed at any time during the birthday month.
I inquired with Grand Eagle live chat about 2 weeks ago and was told that genesys birthday bonus is redeemable only in the week of the birthday date (OK).

I went back to live chat yesterday and this time was told that the birthday bonus is only redeemable on the birthday date itself (not OK).

What is the policy on when a birthday loyalty bonus can be redeemed?
Is there a written policy that covers this?

If there actually is a policy that the bonus can only be redeemed on the date of the birthday, I would suggest you open it up to allow redemption within the birthday week. Often birthdays are spent with friends and family and it may not be an option to run to get to your computer to redeem your birthday bonus.

As I assume the b'day bonus is for the benefit of the customer, why not make it a little easier for the customer to redeem their bonus at timing that works for them?

Thank you Anna.

Anna,

Would you please review my chat today with Ronald and Chad?
I did request the chat be sent to my email but it has yet to arrive.

There are 2 options for purchase at your casinos.  CC and UKash.  The others say 'not accepted in your area'.  I have used UKash before.

I bought a $50 UKash voucher and it kept being denied at Mandarin.  I contacted support and Ronald told me to wait 20min and enter an odd amount which I did... no luck.

I then spoke to Chad and he told me to wait 2 hours.   I did and again no luck.

I again contacted support and Chad told me my country didn't take UKash?!?  Every time I contacted support, they reviewed my account but it took 4 hours to tell me the rules have changed and although UKash is advertised for me, I really can't use it. Grrr.

He then went on to tell me to just buy something else on the internet.

If you changed the rules midstream, it would be very beneficial to alert your players.  I now have to contact my credit card company and tell them to cancel the voucher purchase since I can't use it.

GENESYS HAS TURNED A ONCE GOOD CASINO. INTO SOMETHING AWFUL!

Hey guys, is this chick Anna still even around?  You'll note she never did respond 2 my posting.   And Surfer:  WHEN EXACTLY IS YOUR BIRTHDAY so I can send u a personal 'HAPPY BIRTHDAY'?   

oops..made a new post in the wrong thread

On Thursday 1 december 2011 I claimed a bonus in free spins at Mandarin Palace Casino and won 102 euros from them, after i forfeited the bonus money i remained with 1,250 euros in my account,i submitted the withdraw for 1000 in the same day on Thursday, i must say that of course if i was able to forfeit the bonus all the wagering requirements were ok,i played only The Age of Spartans video slot, so after i submitted my ids, my national card of identification,my utility bill,my credit cards copies, i was told by email that i must provide a more recent utility bill, i don't know why because mine it was from this year with the same adress as in my national card id.That's the first excuse from them.Strange,after the 48 hours that you can make the reversal, i was still able to make the reversal for 10 euros,remaining to withdraw 990 euros,but the data changes and the 48 hours running again.Ok , i said, with a positive balance in my account of 15 thousand euros and a withdraw of 990 euros.Today,on sunday 4 december i opened an account with the same group of casino Genesys at Wizbet Casino.I made the account with the same email [email protected] but i wasn't able to log in.Second, i went to livechat and said that i have a pendind withdraw for 194134 and it said to me that i have to submit another utility bill more recent , the same excuse.Remember i had a positive balance of more that 15 thousand euros in my account after 7 or 8 hours of playing The Age of Spartans, just at one round i made from free spins like 3000 euros,very hot game at that point just playing on the maximum lines and bets, as the casino can confirm.Third i call in US from my cell phone from Romania at their number 8887936477 and i was told that can't give me my informations i want from my id code withdraw that their finance department are separate entity.Ok i said, i went to their live chat again and i was told that i was not able to withdraw any money from free bonus as i am from Romania ,that wasnot stated in the paragraph from where i claimed the bonus :

The € / £60 worth free spins ( 40 spins x $1.5 = $60 ) are assigned to video slot: Age of Spartans. $100 max. cashout - To players playing from the United Kingdom, Denmark, Poland and Greece a maximum withdrawal amount of $50 applies.

So i forfeited bonus of 102 euros, and i remained with a balance of 1,250 .nothing about max.cashout or something else. Clearly i had 1,250 euros in my account.Under cash.Then i submitted the withdraw for 1,000 euros.Then on saturday on my pending withdraw i reversed only 10 euros, although i had in my account 15 thousand euros.If i deposited or not that doesn't make sense that i cannot cash in from my free money.What's the point to give free money or free spins if you can't cashout .I can play in free mode if i wanted to without claiming free spins.THIS RULE IS STRANGE AND APPEARED AFTER I SUBMITTED MY WITHDRAWAL.Anyway Mandarin Palace owns me 16 thousands euros.And funny thing my name didn't appear on the list of recent winners although i had a top winning.What's next from them to say that i'm a bonus abuser.I do not believe a single thing that Mandarin Palace Casino will say unless pay fair my winnings.All are lame tactics of delaying the payments or not making at all.I don't spell names but all can read this i believe are casino players and i must say that at least one time in their life claim a free no deposit bonus to play and of course have their own conclusions.Fourth reason to doubt of the honesty of Mandarin Palace why says that my account email or password is invalid and doesn't simply reduce my account to nothing, instead of blocking me out.I really can't understand.       

Well, i must say that finally Mandarin Palace unlocked my account,although my balance is 0.I've got also a note from the casino manager,i must say that the customer service is very prompt ,although they damaged my budget.
Dear Iustinian,

We have reviewed your casino account and would like to offer a full explanation to you. Firstly as you are aware when you sign-up and register at any casino in the world you agree to the Terms and Conditions that the casino has in place for all it's Players. The Terms and Conditions are vitally important as they provide details of what the casino offers and assists Players in understanding what they can and can not do, what wagering requirements are in place, banking facilities and most importantly the rules governing the casino.

Iustinian if you refer to our Terms and Conditions point 8.10.10 you would have noticed that the Casino has stipulated a list of countries where Players are not able to make any withdrawal on Free money offers. Romania is a country on that list and it can be viewed by going directly to the following link: http://www.genesysclub.com/en/terms_&_conditions.html

The rule reads as follows: 8.10.10 The following players are not eligible and may not claim any Free Welcome Bonus Offer from our casino (either by invite or via our website). Free Welcome Bonus Offers refers to any offer made by our casino or an affiliate that does not require a deposit (e.g. free cash to play at the casino or free spins). Should such an offer be claimed by any of these players, all winnings resulting from it will be made null and void: •  Romania

When you sign-up you agree to be bound by the Casinos Terms and Conditions and as such you must comply with the rules. As a business these rules are in place for very sound reasons and are not updated as and when we decide to exclude certain Players. Please note it is not the responsibility of the Casino to remind you about our Terms and Conditions and to ensure that you have read through and understand them. It is your responsibility as a Player to read through all the fine print to know exactly what you are signing up for.

Iustinian in your case you accepted a Free money offer from one of our affiliates. Now in regards to the offer there are Terms and Conditions attached to them as well which are linked to our Casinos. When you registered your casino account you had to tick the option to acknowledge accepting the Casino's Terms and Conditions. This is not put there to throw any obstacles in your way but serves as a legal basis to protect both you the Player as well as the Casino.
We can understand that you have won on the Free money offer however you are not eligible to make a withdrawal as you are bound by the Terms and Conditions. Furthermore in point 10 Maximum Withdrawal the rule reads as follows:
Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of £100 applies. To players playing from the United Kingdom, Denmark, and Greece a maximum withdrawal amount of £50 applies.
Only UK players can register with a GBP Currency, contraventions to this will result in a withdrawals being voided and the account in question being closed. All players must register an account with the correct currency for their respective countries. Failure to do so will result in any withdrawals being voided and the casino account closed.
Where a player has won using their second free money offer/no deposit bonus (i.e. no deposit was made), no withdrawal will be permitted but the player will be able to claim these winnings as 100% deposit match bonuses for a period of 6 months from the date of their original win.

Players playing from Latvia, Bulgaria, Romania and Russia will not be permitted to make a withdrawal where they have won using a free money offer/no deposit bonus (i.e. no deposit was made), but will be permitted to claim these winnings as 100% deposit match bonuses for a period of 6 months from the date of their original win.
A maximum of 1 withdrawal is permitted; where a player has won using a free money offer/no deposit bonus (i.e. no deposit was made).

Players who have previously made deposits and have won using a free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of £100 applies.


Iustinian even if you were not from Romania, the basic Rule would still apply to you which is that the maximum withdrawal on any Free money offer where no deposit is made will be $/€/£100. Remember you have not deposited anything into the casino but rather received a free offer which is bound by very important Terms and Conditions.
Please feel free to visit the casino's Terms and Conditions to review what has been mentioned above. Your Casino account is currently available for you to play, however as you do not qualify for any withdrawal on a Free money offer the winnings have been confiscated by the Finance Team to provide you with a fresh start. You are welcome to make a deposit and receive a Welcome Match Bonus of 100% up to $200 and whatever you win from that you may withdraw the maximum.
Please feel free to contact us again for any questions or queries you may have, and thank you for your understanding in this regard.

Yours sincerely

James Matthews
Mandarin Palace - Senior Host

what happened to Anna?

25FREE is working at GenesysClubCasinos...I JUST redeemed it at Lucky Creek...haven't even played it yet cuz' I wanted to hurry up & let everyone know!!!  I just thought I'd give it a go...didn't get the notice from anyone myself!!

Dear H.K.,

Thank you for returning your verification information.

We have received your verification information and have forwarded it to our Finance Team to process your withdrawal.

If they require anything further they will be in contact with you.

I have also noticed that your preferred method of payment is Neteller, once your withdrawal has been processed, please allow 2 business days for the payment to reflect in your account. Please note that we make payments on Monday and Thursday.

Please contact us should you have any further questions or queries.

Congratulations once again on your winnings!

Best regards

Mandy Curtis

Treasure Mile Support
-----------------------------------------------------------------------------

September 14 gave a withdrawal request
today, 17 September
Monday through Thursday, says the e-mail account in the
Monday would not say Thursday live help (Eva)
deyilmi this injustice?
Why you so extend the
2 days of reflection
this is ridiculous
work at the time the money neteller account

Hi Hakan,

They said they make payments on Monday and Thursday, so today being a Monday hopefully youll get your cashout.

Zuga