Victoria Palace Casino - $50 Free Nd Bonus Email

Victoria Palace Casino wants to thank all customers coming from this forum.
We like to keep in touch with all of our customers, for us customers are most importantly people, not potential clients.
We want to explain about the most common issues we have seen recently:


Delays in customer support replies:

Recently many new users have found our site on various forums, and this caused a large influx of customers from the USA. In the past we have blocked the few US accounts that have signed up with us, but after seeing thousands of sign-ups from the US in a matter of weeks, our management team decided to make a change to our policy on accepting US accounts.

Initially the emails from US customers had been set aside, with the intention of notifying each customer that his or her account would be blocked according to our traditional policy. However, when we made the policy change to begin allowing US accounts to play with bonus money or in Play For Fun mode, we found ourselves with a backlog of support emails for all these customers.

We would like to assure you that this is not typical for our clients. We pride ourselves on our personalized customer support, and strive to answer any email within 24 hours, and in extreme cases 48 hours maximum. Usually we are able to respond to customer emails within 2 hours of receiving an email, and during slower periods we are able to respond immediately.

All US clients who have written to us and not received a response will be receiving an email shortly which answers their specific question.

IMPORTANT:
We are proud to say that we did not, as many other casinos do, accept any US deposits before telling the clients that we would not accept US business. As an organization, we like to be clear and transparent with everybody. And it's exactly for that reason that it has taken longer than usual to get back to each and every one of you. Also, just to let you all know, we are working on being able to accept US players very soon

We thank you again for your patience. As always, we are working to improve our services and appreciate everyone's feedback!

Bonus codes not working:

We did in fact do a mail out promotion which was marketing specifically to certain European countries. Each code offered was in a specific currency which corresponds with the country it was sent out to. Obviously some of the recipients of these mailers have posted their codes in online forums, and from that point anyone was able to visit our site and start inserting bonus codes to try and claim bonuses in their accounts. As many of these players have discovered, our bonus system is able to recognize the currency of an account and in the case where the currency of the bonus code does not match the currency of the player account, the system will not credit the player account.

When we started seeing sign-ups from US customers, I personally took the initiative to create a new bonus code in USD to be able to offer it to these new accounts. This new code was created with the same bonus win and wagering requirements as our European promotion, and was created specifically to give out to any US customer who had tried a different code and had sent us an email requesting why it was not working. Our "scratch card promotion" had now gone worldwide, even though it was initially intended to be limited to only a few specific countries. The fact is that, as an organization, we do not like to say no to anyone who is willing to come and try our site. We know there are a lot of other online casinos out there, and we want any of our clients to know that they will be taken care of if they come to ours.

In the last 6 days, we have sent out over 6000 emails to US customers and we are still working through all the emails that have been sent to us. This takes time, because our customer support team responds to each and every email with a unique response, and only after checking all the account details, bonuses already redeemed and gaming transactions performed by each account. I am visiting any online forums who have users that have visited our site with the goal of explaining our current situation for anyone who may have experienced problems with the bonus, or delay in response to their email.

As you all know, our casino does not yet have any payment methods available for US customers. This is something we're working on, but we do not yet even know if it will be possible for us to obtain merchant accounts for the necessary options. Yet we still continue to investigate and respond to every single email question, problem or otherwise, from US customers. I think this really demonstrates our committment to customer service and shows that our first priority is making sure any client is happy to play with us, whether they ever deposit or not.

Multiple Accounts:

We would like to inform everyone that creating multiple accounts is not allowed at our casino. Especially in the case where a user creates several accounts to get our no deposit bonus, continues to spend the bonus with one account only to try with a new account, until they are able to create bonus winnings. In this case, we reserve the right to close all duplicate accounts and not offer the opportunity to try to qualify the bonus winnings that were created in those duplicate accounts. This is standard procedure not just at our casino, but at almost every casino online. We ask everyone to please respect the bonus terms and conditions as posted, and if anything is not clear please check in with our customer support team for an explanation. We would like to avoid any misunderstandings about the bonus system right from the beginning, and we are always available to explain how it works before a client ever does a deposit.


Thanks for everyone's time in reading this long post, and I thank you all for the opportunity to give you some information about our casino.


Mark
Victoria Palace casino