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Mummy's Gold $500 free play deal problem

Joined
Jul 31, 2005
Location
Canada
I turned my free play $500 into $700 something
But when i try to redeem it , it says i could only transfer $153 instead of the maximum $200.
I tried to contact support (the reps were BUYI and SAM), they respectively made me wait 30 mins and then gave me a totally irrelevant answer and then cut me off. I tried to connect again they just simply ignored me. Good gods! I am so mad now its not about you being not able to help me out in which case I'd try email or phone, but had me wait 30 mins and then cut me off twice and ignore me? What kind of sh*t service is this? And it is accredited here.:what:

My account now stands at $25 (my own deposit)+ $153= $178 and I have not wagered anything since.
I'd never had deposited $25 had I knew they were gonna renege on their terms.
 
Is this a complaint? If so, please PM the forum rep or Pitch a Bitch to Bryan.

Meanwhile, just because something goes wrong or you have encountered poor service does not necessitate you to state that it's an accredited casino. They were accredited because they met some rigid standards and some homework done by Bryan ,including meeting with the operators concerned. When unpleasant things occur, I dont think the casinomeister could have prevented them but I am sure he will double his efforts into rectifying things because he recommended them but please dont things out of perspective by highlighting that they are 'accredited casinos' as if anybody is guilty of recommending them to you. By the way, you won eveything with free money, didnt you?
 
everything i stated is a fact = 100% true
i have not made anything up

read my post carefully or at least you should get yourself familiar with the terms of offers like this before you come here and comment and do those butt kissing - a player has to make a deposit before those funds are transfered, and in fact those funds are subject to a 30X WR on slots.

the only contact available here is the affiliate manager, not the casino manager or casino rep, and afterall i am not asking for any help from anybody, I come here to state my true experience

Had the trouble been a genuine, honest mistake by the casino of course I can live with it, but these casino reps are INTENTIONALLY cutting off during live chats. They have wasted much of my time when I could have enjoyed myself. This is inexcusable.

if a forum as big as this can't live with player's posting their true, own frustrating experience and are only allowed to come here worship CM, then fine! Bye!
 
I don't think he was butt kissing, but rather trying to help you get it resolved. Contacting the rep is probably the simplest way to get the monetary portion of your complaint addressed.

As for the rudeness you encountered at the casino - being rude to a forum member won't solve that.
 
AKQ.........etc. Mummy's Gold is now a part of the Palace Group of casinos. And they do indeed have a rep here. His name is Darran, and I believe he's the CS Manager, might be wrong on that though. In any event, he has always been very helpful, and it's certainly worth sending him a PM to see if he can resolve this for you. And yeah....can't we all just get along? :D

Here's a link to his profile, just click on it, then click on the link to send him a private message.

https://sussexmskpartnershipeast.com/forums/members/
 
Pinababy69 said:
AKQ.........etc. Mummy's Gold is now a part of the Palace Group of casinos. And they do indeed have a rep here. His name is Darran, and I believe he's the CS Manager, might be wrong on that though. In any event, he has always been very helpful, and it's certainly worth sending him a PM to see if he can resolve this for you. And yeah....can't we all just get along? :D

Here's a link to his profile, just click on it, then click on the link to send him a private message.

https://sussexmskpartnershipeast.com/forums/members/

Great advice Pina! If the player was equally rude to the CS folks, then their abrupt end of chat and subsequently ignoring this player is understandable IMO. Let's hope AKQ (for his/her sake) is more tactful in the future.
 
suzecat said:
If the player was equally rude to the CS folks, then their abrupt end of chat and subsequently ignoring this player is understandable IMO. Let's hope AKQ (for his/her sake) is more tactful in the future.

Sorry but what the heck are you people thinking?
How come when a legit player posts a bad experience there is an immediate presumption that the player must have done something wrong and deserves to be treated bad.
On what qualification did you base your telling me to "be more tactful in the future"?? Did you ever waited 10 minutes everytime to get a 'yes', 'here', 'please wait a minute' response and then in the end he writes you a totally irrelevant cut and pasted canned message and then cut you off? Must a player go through all this and obliged to come to CM and PM some manager to get what he bargained for? Did you know exactly what happen? If you don't then I think it'd be fair if I ask you to take it back what you just said.
 
To all of you
A player only gets to sign up at a casino once in their life. It doesn't matter to me how it treats others and get its credits. All that matters to me is that I took time to sign up, gave them all my info and even made a deposit but ended up being treated like a piece of sh*t. I think I am entitled to comment on it don't you think?
 
Of course you are...and you make some good points about the importance of efficient and courteous customer service.

But do you really need to be so aggressive? Perhaps once you have cooled down you'll understand that other posters here are not opposing you so much as offering good advice.

I think ChuChu59 and Pinababy69 in particular made valid comment and offered useful information.
 
A23456789TJQK said:
Must a player go through all this and obliged to come to CM and PM some manager to get what he bargained for?

I wasn't trying to judge or chastise you A234.....simply trying to offer advice. Should you have to come here and PM a rep to solve a problem? In an ideal world no, but things don't always run smooth. I was simply trying to point out that if your main objective was resolving your situation, there was an avenue open to you. Some days you just can't win. :rolleyes:
 
Ok everyone settle down... thanks :)

A-K - everyone's trying to help. No one is trying to stir the pot (at least I don't think so). You have a right to come in here and complain if you like, but please try to do it in a calm manner. Frustrations should be taken out elsewhere... like the wall, or the monitor... or even the phone... try to keep it to a minimum in here :)
 
A23456789TJQK said:
Sorry but what the heck are you people thinking?
How come when a legit player posts a bad experience there is an immediate presumption that the player must have done something wrong and deserves to be treated bad.
On what qualification did you base your telling me to "be more tactful in the future"?? Did you ever waited 10 minutes everytime to get a 'yes', 'here', 'please wait a minute' response and then in the end he writes you a totally irrelevant cut and pasted canned message and then cut you off? Must a player go through all this and obliged to come to CM and PM some manager to get what he bargained for? Did you know exactly what happen? If you don't then I think it'd be fair if I ask you to take it back what you just said.

OK. I will tell you of my experience with Jackpots in a Flash which should be using the same CS as Mummy's Gold. There was a certain amount I couldnt cash out and in my live session with the CS rep nothing was resolved as the rep simply couldnt understand my viewpoint. So I had to call it quits and didnt have a dime of my money at that point. Nevertheless, the CS rep was always courteous although we disagreed on several points. After a period of time, I came to this site and got acquainted to Chatmaster, who was the group's poker site rep. He had a look into this for me and I got my money back. There were no hard feelings all the way. It's only that there was something that the CS rep in question probably didnt agree with me on.

I would say it would be best to try to get an amicable solution especially with a group I consider to be quite good.

BTW, I dont take too kindly to your comment about me butt-kissing. Please refrain from using such terms.
 
AQK I will be the first to admit that this is a tough crowd. And I will also have to admit that I would suck at being a diplomat. Having shared these admissions, let me also share the benefit of my vast years of living (YEAH RIGHT!).

IF you have an attitude that you are right and are therefore entitled to 5star treatment, you may find other humans who will challenge you, just because they can. There are few goals that do not benefit from a softer approach.
 
Hi all,

I only picked up this thread now.
As you know you can PM me anytime and I'll see what went on.

I assure you Sam and Buyi would never cut chats. (They know what would happen :) )

The live chat does time out and we are working on it to try and resolve this problem.

Give me a chance to look into your case A23456789TJQK and let's see what happened.

Kind regards,

The Palace Group
 
Posting Complaints

I can't believe this has been lingering here since yesterday and the OP never bothered to PM the Casino rep. Dammit, read the damn rules:
https://sussexmskpartnershipeast.com/forums/help/

2. Posting Complaints

2.1 - Complaints against casinos or pokerrooms will only be posted in the "Online Casino and Poker Complaints" forum.

2.2 - Do not post a complaint without notifying the appropriate casino representative by either PM or email. The casino representatives are listed here.

https://sussexmskpartnershipeast.com/forums/groups/

These rules are posted for a reason - so you abide by them!

I don't mean to come across like a dickhead, but I'm having a Drill Sergeant flashback right now. Do some pushups!

If members repeat this mistake, I'll disable their ability to post in the complaints section.

I hope I've made myself clear. Thank you.
 
Attitude check

A23456789TJQK said:
...if a forum as big as this can't live with player's posting their true, own frustrating experience and are only allowed to come here worship CM, then fine! Bye!
No one has come here to worship me, and you better check that attitude at the door before you find yourself out on the sidewalk staring up at the stars.

I expect members in this forum to respect one another. If you have a problem with anyone, take it outside - I don't want to hear about it.

I also expect members to have the occasional problem - but when they do, they need to conduct themselves in a professional and proactive manner. Don't come bitching and moaning and not do anything about it. It's careless and irresponsible.

Please let me know if you have a problem with this. Thank you.

Admin note: renamed the thread removing the emotionalism
 
No problem here. I provided the link in my first post in this thread to the rep. All the OP had to do was click on it, guess he didn't bother.
 
Software

I suspect this might be an error in the software used in the free $500 portal in calculating the winnings. I have noticed similar discrepancies between my own Excel spreadsheet and CS calculations of wagering. I have had large differences, and in BOTH directions, so it is at least a "fair" error:D

Doubling is not recorded as a separate wager, it is part of the evaluation of the original bet. An error may be occurring with the addition of the doubled portion of a win to the total balance which might explain the other thread where players were doubling up and not having the whole gain included in the eligible transfer.
I have yet to try one of these offers, for which I will need more hard drive capacity, although I can now play on my "away" PC (at Mum's house) through Broadband (we have come to an understanding, I pay 10 months worth).
I have selected Casino Classic as the sacrificial test bed for my first trial, mainly so that I can mildly irritate "Emma" by wagering 1c every couple of weeks or so just so they can't shut down the accounts - I should also warn "Emma" that "the horse has bolted" into my Aztec Riches account, so locking the bonus stable door won't help now:D
 
Agree on everything

I had all the same experiences with this casino..

I made a $1700 profit, at no place on the conditions and terms they said only $200 can be used... Anyways, the software states make a $25 deposit. Today I received a call from them telling me is $50..

Plus a ridicoulus requirement for withdrawing 30 times, and some games only give you like 50% requirement others 25% .. this site just sucks..

I never had such an awful experience in my life.

It happened to me, that my chats were ignored. Howcome ecogra endorses this casino??

Lucky me I didn't deposited... they are a total rip off.
 
sorry

I complained also ..

Casinomeister, I hope you understand how annoying the experience at this casino was.

I invite you to go ahead and check everything Brian. I've been following your work for a while and I know you will find lots of things not being done right by them.

I will stick to the rules from now on. In fact, I made my complain to ecogra through your site since it says that if the casino is endorsed by ecogra to clike on a link you provide.

With all due respect, I like better how you work than ecogra. I really don't trust them much. Is like the situation mentioned on a forum about the KGC.. they seem to do nothing about solving problems

thanks and once again accept my apology

the Watchdog
 


Hi Watchdog,

Welcome to the forum. Did you send a private message to Darran ,the casino rep? He's quick at resolving matters. At this stage, I think things would move more quickly using this method. Good luck on retrieving your winnings!
 
My experience

Would just like to throw my 2 cents in here:

For reference, I HAVE emailed the rep here :) I just wanted to comment on this..


Last week my computer died, and I had to start using an older one I had which is slow, but I thought that I'd be able to run the games for the free hour. Well, that wasn't the case, so I emailed support and explained the situation. I had asked whether or not they would allow me to start my free hour over once I got a faster computer (which I now have).

Well, days later, and no response.

So let's see what Darran says...I'm ok with it either way he decides.

Just glad CM is here, or there'd be no way to get ahold of some of these casino's support system. :thumbsup: (even though we shouldn't have to go through these hoops!) ;)
 
mmmmm strange feeling

I am new at the forum, however not new to the site.

I am more than sure that lots of people posting here work on the industry.

I had my experience working for some huge companies.

My point is, I am not here to help a company or harm one. I like to see professional behaviour from online gambling sites.

The US goverment is on top of everyone, saying that we are linked to organized crime and money laundring business.

How the hell is this business is going to prevail with incompetent companies scamming people?? Providing bad service, not sticking to what they offer and on top of that stealing from people?? Everyone wants online gambling to be free of controversy, but that won't be able with people thinking they can run a gambling business while pissing off every customer.

Companies who play by the book I admire. Reason why I am such a fan of this site and not as much as ecogra or the OSGA...

Regardless if its your company the one that is being criticized here, it should be a wake up call for everyone to play along standards of honestment and good service
 
i played the $500 free deal yesterday.

ended up with $200 ahead, and followed the directions from the page i was playing at....made a $25 deposit, logged off as instructed, logged back on and had the full amount ($225) in my account ready to play instantly.:)
 
mmm don't believe it

howcome 20 minutes ago they confirmed me that a $50 deposit is required...

I have a screenshot of the microgaming software stating a $25 bonus.

I got a call today in the morning from Rushda confirming that $50 is required.

Plus, the requirement is ridicoulus. Playin only 3 card poker is a 60 time rollover..

I dunno why you defend them so much. Try getting a chat now...

I have sent about 3 emails today... not one answer.
 

Let us know how this progresses. If the terms were $25 when you signed up, they have to honor it. I see they did change it to $50 on their website T&C. Not sure when, since it's a ASP page.
 
Formerly my favorite casinos, Piggs, Mummy's, and Jackpots in a Flash were recently consumed by the Palace Group (Ruby Fortune & Spin Palace). I think their support is overwhelmed. I am underwhelmed. It's not a good sign that they changed terms in the middle of a promo.

Darran, the rep on board here is great and is doing as best he can as fast as he can.

I still wasn't sure whether I'd stay with Mummy's (I was a Platinum Level player) as since the change over there are no perceivable perks for upper level players. Of course I haven't been depositing nearly as much as I once did either, waiting until they got all the bugs worked out. (Also, my Mummy's doesn't have the most recent games: Twister, etc.)

And NOW, this whole group (Palace/Piggs) has been sold to Fairground Gaming (??) for $66 million! I don't know Fairground Gaming and don't have any idea what to expect of this casino group in future.
https://sussexmskpartnershipeast.com/forums/threads/spin-palace-group-acquired-by-fairground-gaming.12275/

What a freakin' mess......
 
Hi all,

Here are a few updates:

Our volumes over the last few weeks went sky high and unfortunately our support team is struggling to keep up. We obvioulsy want to get the service back to the way we had it and are hiring furiously to get on top of things.

The $500 free play bonus has changed. The terms changed on Friday at 1:40pm GMT on the 5th of May. We will still honor the $25 deposit for people who started their free play accounts before that time.

With regards to the buy out, nothing really changes except that we will be a public company so you as players will have more access and more visibility.

We are a growing group and I asure you the problems we have now with support turn around times etc are being sorted out and as players wew ill be a group looking after its players like no other.

As always, I am here to speak to, complain to, send thanks to (hopefully)..

Kind regards,

Darran
 
Palace Group said:
The $500 free play bonus has changed. The terms changed on Friday at 1:40pm GMT on the 5th of May. We will still honor the $25 deposit for people who started their free play accounts before that time.

I have not received note of this.

Is there a larger deposit required now?
 
YES THERE IS

I have a screen shot, after making a $1200 proffit with the bonus, saying I needed to deposit $25. This was at 4am est. on Friday.

This guy Buyi is telling me through the chat that is $25 the deposit I need.

Early in the morning Rushta or someone with a similar name calls me informing me that is $50, not $25 after the software and their night shift staff had told me other wise.

No way I am depositing in this place. I found several things I disliked from them and have already contacted them and ecogra. I am just waiting to see what happens.

One thing, is it coincidence, or most Microgaming sites have problems with thieir chats?.. Is just something I have seen at the Prima network, Captaincooks and also at mummysgold.

Chats not answered or emails not replied might be the most annoying thing for me as a customer
 
I would think that 32 RED is probably the only casino to have an authentic chat service. A couple of years ago almost every reputable casino had chats available. Now most are just dead.

As for the $25 deposit, I think that the casino has tried to rectify the situation and it should be able to honour it's pledge. Mistakes are sometimes made. At least it didnt try to cover it up.
 
Hi all,

I know we have been having a few problems with live chat.
We will be launching a new system shortly which will resolve all the issues we are currently experiencing.

Just keeping you in the loop.

The Palace Group
 
I`ve just played the free hour and ended at about $ 1090, so I can transfer €200 to my real account when I deposit.
what would you consider me...should I deposit the 50 to get the 200 or better not?
 
Just thought I should add,

Darran sorted out my bonus not being credited issue very quickly after I deposited and PM'd him, and I have been paid my winnings today, within 2 working days of my withdrawal. I was unimpressed with the normal CS (who appeared to have ignored my problem). This would have to improve in order for me to play here regularly.

Anyway, Thanks! :thumbsup:
 
Mummys Gold

Hello all- I had a lot of probs with the software, live support, etc. I didn't receive the bonus even after depositing the required $25.00. I was very very disappointed in this casino and felt that all they were after was the $25.00 deposit and not interested in the depositors concerns or problems. Oh well, just another chalk-up I guess.
 
Trips to win:

PM me your details.

As mentioned we are not deliberately ignoring people. Chat has been extremely problematic for us ad we will be rolling out new chat software tomorrow.

Emails unfortunately are not being attended to as fast as we would like but we will reply to everyone, that I assure you of.
I assure you we are not ignoring players or just after their deposit and not giving them what is due.

If you do run into any hassles, you are welcome to PM me your details.

Kind regards,

Darran
 
palace group ;(

I also received a 500$ free hour to play, never won anything in my live with a casino so thought it would be a great way to try mummys gold... so imagine how i felt when i WON jackpot on the slots 1700$ than immediatly got logged of the site for some reason.. I still had 43 minutes to play and could not get logged on, i tried live support they hung up on me 4 x and i tried to call no help either. anyway i managed to get back on with 10 minutes to go and got my 100 bets in than i received a messege that i could redeem 200$ in bonus dollars, but had to deposit 25$ first and they would release the bonus dollars at 30x.. so i tried contacting live support again and havnt been able to get through since they also dont answer emails, phones and when you do finally get through to someone the cut you off soon as you ask a question it all seems like a scam to me.. they shouldnt advertise that you can keep the winnings if this is a lie

it sure has put me off ever depositing with any casino think i will just stick to poker.
 
I have just added Mummy's to my site, but I must admit I am very concerned about their mis-leading wording, and have to partially agree with the aggrieved players above (Though they should have read ALL the T&C's before starting)

On the flashing banner it says: 'Play with our $500 for 1 hour & keep the winnings'

And at the top of the conditions page it says:
You have exactly 1 hour to make as much CASH at the casino as you can!
Whatever you win is yours to keep!

In the T&C's it says:
7. When can you claim your winnings? As soon as you have made 100 or more bets and won $20 or more over the original $500, you are eligible to claim your winnings and transfer them into a Real Casino Account.
It's only way down in the masses of small print where you find:
15. The maximum amount that can be won and transferred into your real account for this promotion is $200. Any amount over that will be null and void.

I think this key condition should be much more prominent, and they should not have such contradicting conditions in the first place.

Comments Darran?
 
mmmy's gold

:mad:

and darren could you also explain why when you win 1700$ you dont keep 1200$ just the maximum of 200$

it says in one section that this gets transfered to your realmoney account but in another section it tells you that it goes to a bonus dollar account

it sounds like a scam from start to finish, bet everybody that plays the free hour wins. Im just glad i read this forum before i deposited.
 
Hi all,

I have posted a few times that we did have teething problems with this promotion as it was the first time we ran one like this. As a result emails are way behind in terms of how we would like to respond (we will respond to all).

We changed chat today so there should be no more timeouts or disconnects. This has been a headache for all I know so hopefully that is resolved.

In regards to the terms, they do state that the maximum bonus is $200 and these terms should be read before claiming to ensure everyone knows exactly what the requirements are. We haven't hidden the purchase or wagering requirements or put any "sneeky or misleading" terms in place. Everything is there.

Kitty: PM me your details please. I cannot credit more than the $200 but even so a $200 bonus for a $25 deposit is still pretty good.

Not everyone wins on the free spins (I am sure some forum members can back that up)

I'll pass the feedback on to the promotion writers to ensure smoother promotions in future.

The bonus does go into a bonus account and as wagering is met $10 at a time moves over to your cash balance. It is the way most promotions will probably be going forward and eliminates the problems of not knowing if wagering has been met and also allows you to withdraw your cash account less you bonus account at any time.

Hope this helps and if anyone needs more info let me know!

Kind regards,

Darran
 
Sorry, I just wanted to add something.

We are most definately not a scam or running a scam. Our group has been around for ages and everything we do is above board.

There have been a few people saying we are a scam etc but everyone who has had a problem has been sorted out.

We do have problems now and again but I assure you we try our best to keep all players happy.

:)
 
No where else can you get an 800% bonus for a deposit. I, for one, had a very good experience playing and receiving this bonus.

On top of that, I was e-mailed within a very short time on how to receive my winnings to play with. Had a great two day marathon on this bonus. Was well worth more than my initial $25 deposit.

There was a hiccup or two, but was quickly cleared up. For a bonus dummy...that says a lot in my opinion.

And before even downloading the casino...I read ALL of the T&C"s so the $200max was no surprise to me :thumbsup: ...AHEM.... something I failed to do on a previous adventure into bonus land...:D and was rightfully chastised about...which ya'll should be chastised for too...got to read it ALL as I was told!:lolup:
 
Ok,now I am confuse

Darran, we have spoked before, and I see you are making a great effort for helping your company...

Good thing you changed the chat.. I will check it out when I get home..

But, what is bugging me now is ....

You said on your last post.. $200 for a $25 deposit is good enough.. of course it is..

I've been told by your hole staff for a week I have to deposit $50..

I made $1700 out of the $500... let me know what is happening buddy.

I will be more than glad to deposit $25 right away... however I heard the bonus expires... how much time do you have to deposit???
 
marketing

darren,

ty you for your reply, but must admit alot of poeple seem to win 1700$ and together with the misleading words in your promotion, dont you think it would be better for your company to promote with a bit more honesty.

for example deosit 25$ and get 200$ bonus, im sure you will get a better response than the way its done now, at the moment the wording is very misleading and I for one will not deposit as i dont trust the way it was done

and im sure not everybody wins, however you must admit it seems a bit funny that 1700$ keeps getting mentioned.

i wish you all the best darren, but this site is not for me
 
$1700

Really?

Some others won that amount?????

I thought I was just lucky... is werid if more people has achieved that amount...

I am planning on depositing $25 ..however I am still not clear if its $50 or $25.. the screen shot I have says $25.. Support told me it was $50
 
I dont think that the casino was trying to deceive anyone but with the benefit of hindsight, maybe the promotion should come out something like this

"Play to your heart's content and get up to a 800% bonus on a $25 deposit". This should be clear enough upfront. You can then get on to the details and i doubt very much that players can yell and scream at the casino for deceit. It would be wrong to say 'keep your winnings' which in fact you cant without first depositing and later meeting the wagering requirements.

$1700? Aw, come on guys. It's obviously a coincidence. I would be scared if they can rig the games to let everybody win that amount.
 
Hi,

The deposit amount did change to $50 but for people who opened their free play account before the 5th of may at 12:40pm gmt+2 the $25 deposit still applies.

Kitty: I am sorry to hear you still feel the way you do. I have been pretty open and you should feel at ease with our group.

Watchdog: Chat is making a HUGE difference. I'll pm you with details of your bonus. You actually ended on 1120 not 1700 (still max bonus)

Kind regards,

Darran
 


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