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?

Anna hasn't been around 4 some time now.

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
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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

If you were banned from the casinos for having multiple accounts is there anything that can be done to be allowed back to play at your casinos?

Dear Gabby

I hope you are well.

Please accept our apologies for the mistake made by our cashiers. Our normal free bonuses, loyalty points, tournament bonuses and free spins have a maximum cash out amount of $100. Birthday and Anniversary bonuses for Silver tier players have a maximum cash out amount of $250. As you won on a Birthday bonus and you are a Silver Tier player, your are allowed to cash out $250 on this bonus. Please accept our apologies for the mistake made by our cashiers, they were under the impression that the money won was from a free bonus.

Once you brought this to our attention today and I can confirm that the extra $150 was paid to your account this morning. You should receive the balance of your cash out in the next 3 to 5 days.

Once again please accept our sincere apologies for the confusion.

Kind regards

James Matthews
Senior Host – Genesys Club

 hello anna , i would like to know if there is a promo for medals won .   thank you fitz808 .  i just read anna has not been around for  awhile i will try an find the correct person if i dont get a reply .

I need help again.

Trying to be patient but... my patience is wearing thin.

I just spent about 20 minutes on live chat with Irene and could not get an answer.

I withdrew $100 at Treasure Mile on 4/8....14 days ago.  No payment yet.