Stakes refunded?

[Lozzyloo1973]

Hi, I recently joined a casino called The Palaces, I have no problem opening a new account, I went on to make several deposits over a 24hr period, however when I withdrew a small amount of winnings my account was blocked, after taking to someone over the phone I discovered I had a pervious account with them, it was opend under a different email. Anyway getting to the point, in there terms and conditions it states if a player is found to have a duplicate account the account will be closed, all winnings will be taken away, however it states all stakes will be returned to the player? Can someone tell me what this means? As I have emailed them several times and nothing back from them. Thank you

[LeoDubbed]

Hi, I recently joined a casino called The Palaces, I have no problem opening a new account, I went on to make several deposits over a 24hr period, however when I withdrew a small amount of winnings my account was blocked, after taking to someone over the phone I discovered I had a pervious account with them, it was opend under a different email. Anyway getting to the point, in there terms and conditions it states if a player is found to have a duplicate account the account will be closed, all winnings will be taken away, however it states all stakes will be returned to the player? Can someone tell me what this means? As I have emailed them several times and nothing back from them. Thank you

This probably means that your deposit will refunded to you and all winnings will be voided.

[Lozzyloo1973]

This is what I thought, I have emailed a copy of the terms and still I'm being ignored. Where can I take it from here? Thank you for your reply.

[cocopop3011]

Hi, I recently joined a casino called The Palaces, I have no problem opening a new account, I went on to make several deposits over a 24hr period, however when I withdrew a small amount of winnings my account was blocked, after taking to someone over the phone I discovered I had a pervious account with them, it was opend under a different email. Anyway getting to the point, in there terms and conditions it states if a player is found to have a duplicate account the account will be closed, all winnings will be taken away, however it states all stakes will be returned to the player? Can someone tell me what this means? As I have emailed them several times and nothing back from them. Thank you

 

Hi Lozzyloo - As Leo already answered, I too would imagine this is what it means and you can count yourself lucky if you do because casinos are quite strict when it comes to duplicate accounts.

[cocopop3011]

This is what I thought, I have emailed a copy of the terms and still I'm being ignored. Where can I take it from here? Thank you for your reply.

 

You said you spoke over the phone initially, can you try this again?

[Lozzyloo1973]

In will try and contact them by phone again. Thank you

[cocopop3011]

In will try and contact them by phone again. Thank you

 

I assume they don't have live chat? Yeah give them a try on the phone again and keep us updated, we'll try to help as much as we can.

[Lozzyloo1973]

Hi

They do have live chat but for some reason I can't get on to it, it may be my device as I'm using iphone6, mind you I have never had a problem on any other live chat before. I have made a complaint and an waiting to hear back. I will keep you posted. Thank you for your support.

[LeoDubbed]

If it stated in the terms then I guess you are entitled for the refund. Simple as that.

[Lozzyloo1973]

Well yes that's what I thought, but it would seem it's not that simple. I'll keep going.

[Lozzyloo1973]

<LINK REMOVED>

 

Edited May 11, 2017 by cocopop3011
External link removed: Please see comment below

[cocopop3011]

Hi

They do have live chat but for some reason I can't get on to it, it may be my device as I'm using iphone6, mind you I have never had a problem on any other live chat before. I have made a complaint and an waiting to hear back. I will keep you posted. Thank you for your support.

 

Can you get to a laptop? I've just checked and live chat is working from mine so it probably isn't mobile friendly

[cocopop3011]

@Loozyloo - You can't post external links here dear, it has been removed and I've replaced it with a picture of what the link was showing.

[LeoDubbed]

Is it possible that 'stakes' means open bets? Like sport bets?

[Lozzyloo1973]

Sorry Cocopop, thanks for the advice, yes I can, I'll try tonight. Thank you.

[Lozzyloo1973]

LeoDubbed, I'm pretty sure it's referring to slot or casino stakes.

[Lozzyloo1973]

Tried live chat, and not got nowhere, my case is being dealt with by management and I will be emailed the outcome soon. So it's back to waiting.

[cocopop3011]

Tried live chat, and not got nowhere, my case is being dealt with by management and I will be emailed the outcome soon. So it's back to waiting.

 

Okay try and be patient, I know it's hard but give it a few days, and come back and let us know what's happened.

[LeoDubbed]

Managers are not always avaliable, that's why the long waiting time. There was another player had the same issue and he got his money back but it took quite a long time to receive it but he got paid that's the most important thing. 

[mrjeanluc1979]

wow !

[Lozzyloo1973]

How do I submit a complaint on here? I have tried but as the casino isn't listed I am unable to post it? I still haven't herd anything from them.

[LeoDubbed]

How do I submit a complaint on here? I have tried but as the casino isn't listed I am unable to post it? I still haven't herd anything from them.

Hello there Lozzyloo1973,

 

To file a complaint, move your mouse cursor to the support tab and select submit complaint, from there you'll know what to do

good luck.

[cocopop3011]

How do I submit a complaint on here? I have tried but as the casino isn't listed I am unable to post it? I still haven't herd anything from them.

 

Ahh..LoozyLoo we don't have The Palaces Casino here so I'm afraid you wouldn't be able to file a complaint at AG.

[ValDes]

How do I submit a complaint on here? I have tried but as the casino isn't listed I am unable to post it? I still haven't herd anything from them.

 

Hi there and welcome to AskGamblers. 

 

I'm afraid you cannot take use of AGCCS /AskGamblers Casino Complaints Service/ since the discussed casino is not reviewed and listed on our website. 

 

Moreover, the casino is fully regulated, so you should follow their complaints procedure which you could find here - http://prntscr.com/f8u0w6

 

Let us know in case you need further assistance.  

[Lozzyloo1973]

I have logged a complaint with them, I received an 2 emails stating the manager was dealing with my case and he would contact me yesterday. Well he hasn't, I have contacted them by phone again and they say the manager is dealing with it. 7 days now and nothing. What next?