Wow this is disturbing...
I have so many questions... where to begin?
What if this player had withdrawn by another method? When the casino decided they paid in error (and I do mean this specific error), what would have happened then?
These funds were in NT for 2 weeks... what if the player had withdrawn from NT in those 2 weeks, or made a deposit somewhere else? Would NT have created a negative balance to the player on behalf of the casino? Would the player's next deposit to NT have been confiscated to cover that negative balance?
Josh - Even though it is quite apparent that Prime performed some sort of transaction through NT that removed those funds, therefore proving you
can do it, it's not right...
on any level. If your security and screening process green lights a payment, and that payment is transmitted,
it's over. You had your chance to dispute it long before. You come back 2 weeks later with a dispute? Bah! What do you run over there, a common street gang? It's just not going to be acceptable that you went into a player's personal account and.. damnit, let's call it what it was.. stole money from him!
If you sent him a paper check and he put it through his bank, what do you think the bank would say if you called them and asked them to send you the money back? That's right, they'd tell you to f'off. On what level is this right just because it was NT?
There are a variety of factions on this forum, with opinions sometimes so polarized that we can chew each other's heads off for days on end. But I guarantee you that every member here would unite in denouncing this action, and as it appears, even a peer casino is crying foul!
Glad you have agreed to negotiate something with the player.
but...
it's a small amount (in casino terms), and I think you should just give it back and be done with it. I don't care what terms he didn't complete, your security team dropped the ball...! You have an issue with them! Take it out of their paychecks or write it off as a loss if you have to. You cleared this player and funded him. It's over unless he wants to voluntarily play it through. You should immediately re-fund his NT account and ask him to deposit it back legitimately and play it through. You have no right to force him at this point, in my opinion.
Secondly, your casino is going to really suffer unless you state openly that this will never happen again to any player. It is going to spread like wildfire that your operation has a gun pointed at the forehead of every player who maintains a NT account, and uses it at your casino. What are you going to do now? Damage control would be a priority here, and it should happen very quickly least this fire starts spreading to all the other gambling forums.
You need to state that your security team is sufficiently trained, capable, and that all approved cashouts are
FINAL. You do what you want, it's your business, but in light of this serious issue, players are going to need that extra level of trust. Good luck... do the right thing with this player.
As for the other casino reps who read this thread, thanks to Prime, we all know you all could possibly do the same thing as well. That's going to be a problem. The operations that come out with wording in their T&C's that state all cleared payments are final will be the educated consumer's first choice, so think about it. The rabbit's outta the hat here...
And now we're left with NetTeller. It would nice to know their position on this... and it would be especially good to know if Prime in any way misled them into reversing those funds. We need information there before that can get patched on their end. Hopefully NT will be interested in filling that hole and then we won't need the casino's voluntary cooperation.
Gawd this is bad.... disgusting...
- Keith