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.
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.
Mandarin Palace - Senior Host