CLOSED - Slots Jungle / Casino Titan / Winpalace / GoldenCherry / Begado casinos

Hi,


Ill check now. please let me know your username and the casino where you requested a withdrawal by PM.

tx

Clara, PM sent.

Got it. Checking with finance now.

Will update you soon.

regards,

Hi, I am unfortunately fed up with Win Palace "support" I have contacted them regarding a simple question on a cash back offer I was wondering if I could receive, it has been weeks, 5 emails, is this a deliberate tactic to get rid of me as a customer? is support too busy to help paying customers? or have 5 emails not even been read, I have never experienced absolutely no response from a business on a question emailed to them, quite amazing, what is going on at Win Palace? pull yourselves together, thank you

Clara,
I haven't heard from anybody on my withdraw request.  Do you have any info yet?

Destro33

Clara,
I realize there is a time difference between you and me but can you please let me know whats going on?  Support asked me for my bank statement from Aug 10th to present which I supplied.  If the casino is suggesting I should have received the funds, please let me know since thats not the case.  Can you atleast confirm a wire was actually sent or tell me what bank the wire was supposedly sent to via PM?  If the casino group feels I am a risk of any kind, please just close my account and refund my deposits.  One thing I am 100% positive of is the wire transfer has not been received. 

Hi destro33,


please get in touch with your AM so you can sort it out. I got in touch with them and they requested me to ask you this.

Also, your account was credited with $400 on real balance as a compensation. Ill send you some direct details so you can get in touch ASAP.

Best regards,

Clara, Why haven't you help this person get all his money? I omitted his name. But will send it to you in a PM if you like.


xxxxxxxx posted on 21/08/2014

I won over $14,000 playing with a no max cash out bonus. I cleared all playthrough criteria and submitted by withdraw request for the $3,000 limit they set. I waited the 10 full business days only to find they declined $2,500 of my with draw and offered a $500 payment. When I contact their finance department they used the following excuse taken from their email - "We process the withdrawal requests in installments or variable amounts as it is clearly stipulated in our Terms and Conditions.
Then the remaining balance is returned to the player’s account.
I can see in the system that you have already made a new withdrawal request on August 21. It takes up to 10 Business Days Monday - Friday to process your request, therefore please wait until September 04."

At this rate it would take about 1 year to receive my winnings at $500 per 10 day waiting period.


WinPalace Casino posted on 24/08/2014

Hi,


please let me know your username so I can check into this.

Clara


xxxxxx posted on 24/08/2014

xxxxxx is my username.


WinPalace Casino posted on 25/08/2014

Hi,


Ill check on it and come back to you ASAP.

Clara


WinPalace Casino posted on 25/08/2014

Hi xxxxxx,


payments are done in installments according to the player's activity in the casino. I cant help you increasing the amount paid on the installments but I can tell that with time this number will be modified, for sure.

Best regards,


xxxxxxx posted on 25/08/2014

Are you saying the entire $14,000 will be paid in increments of $500?


WinPalace Casino posted on 25/08/2014

No What I'm saying is that the amounts on each installments will increase according to your players activity (this will determine your player class).

By now, there's nothing much I can do.

Best regards,


xxxxxx posted on 26/08/2014

That is a very vague answer. I don't plan on playing any further until I see increased $ approvals of my payout. So if i don't continue playing, my payouts will continue at $500??? If you look at the dollars I risked playing i am not sure how much more activity would be needed to have a larger payout approved

Another 90 stalling BS from WINPALACE
I played at WinPalace and won ~$2050 there. I wanted to withdrawal and had to wait like 2 weeks to get $500. I asked the support about that and they told me its in their Terms & Conditions they can pay me out in installments. I wasn't happy but ok. They said request the withdrawal again, and maybe I will get the full $1550 what remained on my account. So I did it, and had to wait ONE MONTH (what is not even close to 5-10 working days) to change my pending status to nothing.. I didn't even get an email about what happened, I just logged into my account and have seen there is my money, So I contacted the support again. Now they told me my withdrawal request has been denied and the review of it can take up to 90 days.. WHAT?? They approved my first withdrawal and payed me out only 500$ and now they deny it? When I asked about the reason, the support said "he doesn't have any information or rights to share information about it" I can't say with words how much ridiculous is it... It clearly seems they just dont want to pay me out, but I dont know why... Please help

Clara,
I don't see the credit in my account but I did send the email to AM.  Thanks for the help

Destro33

Clara,
I did get what was mentioned.  Thank you so much for your help.

Destro33

Clara,
I have a question for you.  Sent you a PM.

Destro33

When is this board going to put a ban on this group?  They seem to be getting worse and worse as time goes by.  With all the complaints they receive, you would think they would be more concerned about their reputation.  Obviously they could care less.  Processing of payments is the worst I have ever seen AND this $500 a week thing is absolutely ridiculous!  If you wanted to deposit $1000 at one time would they make you deposit it in $500 increments?  I THINK NOT!!!!! Such nonsense and total and utter BS!

@trpschick

This group has been on our warning list for quite a long time now : Casino Warnings

She woke up and smelled the coffee. Whatever the reason is. I'm glad it was good enough for her to leave those crooks alone.

I am still not happy with the $500 dollar thing.  I think that if you win $2000 and you ask for it, you should receive it all.  That's not good business practice in my opinion.  Also, I do not think anyone should be bonus banned or punished just because they are winning.  That left a real bad taste in my mouth. 

Now, I will say, They must have some new people over there because I have been getting emails from Catherine Dore, who is now the VIP Account Manager.  She has been offering me personal bonuses which I think is a step in the right direction.  She seems to be "on the ball" as far as taking care of player issues and frankly I like her approach in how she handles her customers.  I am going to give them another try since they seem to have new people in place that may just be what they needed.

We shall see what happens.

Don't tell me you going to fall for the okie doke?

Complaint by a new player.

Dear VladXXXXXs,

I would like to inform you that as per our decision as Finance Department your last withdrawal request was denied and the requested funds were reimbursed to your playable balance as we are reviewing your account.


This process might take up to 90 business days.


As soon as we have any updates regarding your account we will inform you via email.


We are sorry for the inconvenience.

Sincerely,

Danielle Huttington
Finance Department

Hi. I've made withdrawal request at Casino Begado on 3th December. And today is 10th business day and I received this mail:

Mods, is there's anything you can do to help this young man get his winnings? Also this stunt this group of casinos are pulling needs to STOP. I am so sick of reading time after time of them pulling this on legit players.

I'll message Clara and see if she can help here.

I just spoke to Clara and she is away this weekend and will get back to this thread/you on Monday.

Boy, I swear, it is getting harder and harder to find a legitimate place to play for players from the US.  I have pretty much started playing exclusively at The Club World group of casinos.  I have tried the rival and I really don't care for the software.  Topgame, the same thing. 

Gosh I wish Microgaming would come back!  They were the best all the way around!

Yes I miss microgaming too. I wished they were still available for the USA players...

Hi guys,


I apologize for the delay. I was out of office for a couple of days.

I got in touch with our fraud department and waiting on their reply. Will update this post as soon as I hear from them.

Best regards,

I'm waiting for reply soon, and hope this saga will end soon. 

I really don't want to believe that this casino group is like that. I had cashouts on Casino Titan, Win Palace and also from Begado earlier, and I really don't know why I have problem with this cashout on Begado.
I hope I will get my fairly earned money soon 

Hi seculla,


I'm doing a follow up with our fraud department. Dont think I forgot about you.

Ill keep insisting until I get a reply from them.

I apologize for the delay.

Best regards,

Hi Seculla,



I received a notification from fraud that the investigation is over and the payment will be processed shortly in the next 72 working hours.

I apologize for the delay.

If you need further assistance, please don't hesitate to contact me.

By the way, I want to take this opportunity to wish happy holidays to everybody from this amazing community.

Prosperous 2015!

Thank you very much Clara, you made my day  . Marry Christmas to all 

Its just mighty strange how a 90 day investigation turns into something much less. Once they complain and Clara gets involved. I agree with BMWSTACK "This casino group is nothing more than a bunch of crooks..."

Received my money on Neteller about hour ago.  Thank you very mach Clara 

Hi,


how are you? Hope you guys are having nice holidays

Regarding this 90 days rule, its actually not all the time that the investigations require.

Our fraud department does some checking accounts and depending on the payment method used, can take up to 90 days. These investigations are done in order to discard fraud or payment issues and chargebacks.

In any way means that the casino will take 90 days to solve each case, but as mentioned before it might take up to 90 days according to the payment method used.

Bests,

Thanks for the explanation Clara.  At least it puts it into some sort of perspective.