Mandarin Palace Casino locked my account

[idumitra]

hi.i have a problem with Mandarin Palace Casino.I reside in Romania.I have been giving through a site some free spins at Mandarin Palace Casino.I won quite a lot of money.I forfeited money bonus of 102 euros.Left with a positive balance of 1,000 euros.Play only one game The Age of Spartans.Requested an withdraw of 1,000 euros.Nowhere said anything about max.cashout or something like this.Or that my country is not allowed to play a bonus no deposit.Anyway i submitted documents.they sent back an email that stated that my utility bill should not be older than 3 months,anyway it was from 2011.With 250 euros into my account playing The Age of Spartans i have made 15,000 euros.They locked my account tantalausibou@live.com and now they said about their t and c's that some players are not allowed to cash in their free bonus if are from specific countries including mine Romania.So you're allowed to play at their casino,you're allowed to claim a no deposit bonus,but you are not allowed to cashin the winnings from the no deposit bonus,but instead they offered you the winnings as a match bonuses.Very strange attitude.Anyway they locked me.So i tried to ask you their licence number in Curacao,their link of the egaming curacao anyway it's a fake,not a valide one,also for all the casinos in the group Genesys.So i don't believe they are in Curacao licensed-for me Curacao and Costa Rica doesn't make sense in matters of online gambling jurisdictions.Anyway the supervisor on the  livechat refused me to give me their licence number from Curacao,nice place to visit anyway.So they told me you're not a depositor, so no wire transfer for you.Submitted all the documents on Thursday 1 december 2011 and after 48 hours didn't reverse the withdraw and on sunday my account said invalid password and email, so they locked me with a wire transfer of 1,000 euros and a positive balance of 15,000 euros.I know all the tactics of online rogue casinos that delayed payments or not paying at all, first locked you,second they say you're a bonus abuser,third they say you breach the tc's,fourth that you're in a banned country and on and on.I must say that right now we are seeing that some rogue casinos in the past like virtual group are turning the right way and some other reowned, accepting us players recently are going down in terms of payments and right customers attitude.So i will not b elieve a single word from Genesys Club untill they will pay me.If this is the way that handle my request ,me an honest player i will not believe their lies with their fake proofs.We all know that outhere are casinos who wants to cheat the players,but also players who want to cheat the casinos, i must say that i'm an honest player.If they don't allow me to play at their casino,why giving me a free bonus-i must say you give me a bonus you agree that you will pay the winnings if i win on that. Also i can play in free mode if i wanted to play a game.First -they locked my account with my winnings confiscated.Second-they refuse to provide the licence registration in Curacao, if they have one there.I am conscious that this, as i was before the owner of some casino affiliate site , that this text will not be liked by some of the staff here.What i wanted is to reach an agreement to pay my money-if they locked my account something is not right in their tc's,if not i will reach one in court of course if i ever get to Curacao,by the way where's Curacao,at least they could give me their licence casino number if it's an honest casino.And by the way Romania is a beautiful country with beautiful people with great landscape,an UE country, like others you banned into redeeming your free no deposit bonuses.I think that some of the readers of this text will think that it's a closed case.Ok.They said in their rules paragraph 8.10.10 that i cannot cash in the winnings.Ok.Why you locked my account then instead of clear the balance to none.Strange behaviour indeed  

 

[Mben]

Hi idumitra,What exactly do you want done? Do you want your account to be unlocked? Or are you just reporting this so players can be aware? Let me know so I know what to do for you.

 

[idumitra]

It was solved Mben,they unlocked my account,so if i was not able to withdraw money from the free bonus, i will play with my own money and thanks to my skills i hope to make it again and hope they will pay this time.Of course they reduced my balance to 0.

 

[Mben]

Oh wow. You posted your issue just a bit ago and they have you in your account already. Can we say at least their customer service is good? lol Glad you got back in and good luck with winning again!

 

[idumitra]

yes,they are good . i got also a note to my email from the casino managerDear 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.htmlThe 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: RomaniaWhen 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 sincerelyJames MatthewsMandarin Palace - Senior Host