[CLOSED] Beware of King Neptunes

[MadatNeptune]

I think they must be bankrupt or something. I hear they closed all their other casinos now they won't pay me. I won a good amount of money there and after I cashed out they requested documents. I sent them a scan of my licence and bank statement (sensitive info marked out - the same documents I sent to Neteller when I got my account upgrade). They wrote back saying they had asked for an utility bill and to please send one. I then sent them my phone bill.

I heard nothing from King Neptunes til €100 showed up in my Neteller account. I then used their online chat since they didn't seem to respond to emails. The following is the chat log:

Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you

shortly.
You are now chatting with 'Fowaz'
Fowaz: Hello and welcome to our live chat session.
Fowaz: How may I assist you today?
me: I won €826 at your casino and when I cashed out I was asked for personal documents. I sent them in

and now I have not heard back from you but today €100 showed up in my Neteller. I want to know where the

rest of my €726 is? This is very alarming to me
Fowaz: Certainly, I’ll be glad to assist you.
Fowaz: However, for security purposes, would you kindly confirm your e-mail address, date of birth and

telephone number please.
me: XXXX
me: XXXX and XXXX
Fowaz: Thank you so much.
Fowaz: Please can you wait 2 to 5 minutes while I review this for you.
me: okay
Fowaz: I am still referencing your account, will not be much longer. Your patience is highly

appreciated.
me: okay
Fowaz: Thank you so much for waiting for me.
Fowaz: XXX, the remainder of the cashin will be paid to you in the next 24 to 72 hours. The 100

purchase amount was paid to you first however the remainder will arrive shortly.
Fowaz: Is there anything further that I can assist you with?
me: okay thanks I was worried, this is a big win for me!
me: no you have been very helpful
me: thanks
Fowaz: Congratulations on the win, no need to worry, I can assure you all is in order.
Fowaz: You are most welcome.
Fowaz: Thank you for using our live chat support and enjoy your day further.
Fowaz: It’s been my pleasure assisting you.
Fowaz: Goodbye.
me: thanks again
Chat session has been terminated by the site operator.

So I waited a few days and still no payment. I sent an email and no response. So I chatted with them again. Here is the chat transcript:

Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'Mark'
Mark: Hi and welcome to our live chat support! How may I assist you?
me: I am waiting for my cashout. I was told three days ago by live chat that I'd have the rest of it within 72 hours. Its been longer than that
me: its a lot of money and Id like to get it
Mark: Before I continue, please confirm your personal details.
Mark: What is your E-mail address and telephone number?
me: I won €826 and you have only paid me €100
me: XXXX
me: XXXX
me: hello
me: are you there?
Mark: My apologies for the delay, it seems we lost our chat connection for a moment.
me: ok
Mark: Thank you, I'm just taking a look at your account details, would you mind holding for a moment or two?
me: sure
Mark: XXX - I'm on the telephone with my processing department about this.....please allow me a further 10 minutes to get back to you.
me: okay
Mark: XXX thank you for waiting. I can confirm that of your $826 withdrawal $100 was sent back to your Neteller account on 05/01/08. The rest of the withdrawal was returned to your casino account until a final decision was made on whether we would be able to send you your full cash in. the decision was reached on 06/01/08 and we were instructed to wait until you contacted us regarding this matter before completing the processing of the outstanding $726. I have just altered my processing department about this and can confirm that your $726 should be sent back to your Neteller account within the next 24 to 36 hours.
me: I am really confused here, why would you not send me my money???
me: so I am getting paid tomorrow?
Mark: The documents you sent in needs to be approved by our casino management. As this is quite a rigorous process, we cannot assume that all documents received will be passed.......as such we are obliged to await the green light before completing any withdrawals were documents need to be approved.
Mark: Yes....please also keep in mind that from the date that we process the withdrawal it can take in between 24 and 48 hours to appear on your side.
me: okay I will look for my money in the next 24-48 hours then
me: thank you for your help
Mark: XXX......
Mark: please allow 72 hours to be safe.
me: ok thank you
Mark: Have a good day

Now I'm a little alarmed since he said a decision had been made not to pay me until I contacted them again! WTF? How do you run a business like that? I won and I expect my money.

So the next day I get an email that my cashout has been refunded to the casino account. My casino account had been locked since the day they requested documents (great customer service by the way) yet I tried to login and was happily surprised to see my account was unlocked. Now I felt good about getting paid, obviously everything was straightened out. So I cashed the money out again and waited a few days and nothing happened.

Today I chatted again with live support:

Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you
shortly.
You are now chatting with 'Adnaan'
Adnaan: Hi there and how may I assist you today?
me: This is the 3rd chat I have done in the last week. Previously I spoke with Fowaz and Mark. Each time
I have been told my cashout will be processed but I don't get paid. As of today I see my casino account
is locked again. This game has gone on too long, I would like my cashout processed right now please.
Adnaan: Please hold while I look into this for you.
Adnaan: Ok Thanks for waiting. Can i please get your first and last name for security purposes?
me: XXXX
Adnaan: Thank you. I see that your account has been locked and this matter has been escalated. This
matter has been escalated to our operations department whom only work during normal business hours so I
would not be able to assist you any further with this matter. I suggest to wait an additional 24 hours
or chat back in 9 hours at which time our operations depart start their working day. One of the
operators will then be able to give them a call to get some feedback in reference to this matter.
me: Twice now I've been told my payment is approved. This answer is not acceptable. I am getting ripped
off here
Adnaan: Im sorry you feel that way and can understand your frustration. It is important for you to
understand that I would like nothing more than to resolve this matter for you right now but the truth is
that I cannot.
Adnaan: I can only advise you what to do and that is to chat back in 9 hours. It will be 9am in the
morning over here by us and that is when our operations department start work.
me: why does it say my account was locked?
Adnaan: It does not say.
me: thank you for your help
Adnaan: it was a pleasure.

I sent an email at this point saying I wanted my payment processed today or I would complain to the UK gaming commission and anyone else who would listen. I finally got a reply via email:

Thank you for emailing the Trident Group.



Our Casino Management has reviewed your Casino Account details and they have decided to have your Casino Accounts locked permanently for security reasons.



Because of this decision we have voided your deposit of ?100 back to your NETeller account and we have confiscated your withdrawal as well.



We would like to thank you for your understanding and we trust that this information is sufficient.

WTF is going on here? Security reasons? Thanks for my understanding? I won money and I want to be paid! I was told twice by chat that I'd be getting paid and as you can see by the transcripts they conferred with others in "operations" or wherever. They played this game with me for over a week. I'd like to warn everyone out there about this casino. It seems obvious to me that they must be cash strapped, why else close down casinos and jerk people around about paying them? King Neptunes needs to be Rogued!

[maxd]

King Neptune's Casino is on eCOGRA's Approved list so there is a very good chance we can get some help for you on this, at least a straight answer as to what the problem is.

I'll alert the eCOGRA rep to this issue. She's really on the ball with these things so we should hear something back fairly quickly.

[MadatNeptune]

Originally Posted by maxd

King Neptune's Casino is on eCOGRA's Approved list so there is a very good chance we can get some help for you on this, at least a straight answer as to what the problem is.

I'll alert the eCOGRA rep to this issue. She's really on the ball with these things so we should hear something back fairly quickly.

Do you have confidence in eCOGRA? I had thought they weren't that respected but if you believe in them then I would change my mind. Do I need to contact them or should I wait for you to let them know? This is a lot of money to me and I want to get this resolved.

[maxd]

My direct experience with eCOGRA is limited because I only joined Casinomeister 6 weeks ago. That said they've been very forthright with me and the issues I've brought to them since I came on board AND Bryan (head man here at Casinomeister) swears by them so yes, I do have every confidence in them.

Since I've already emailed the eCOGRA rep on this let's wait and see what she has to say. It may be that she'd prefer you to contact eCOGRA directly in which case you would do that. I'll let you know what I hear from her.

Regards,
Max.

[Casinomeister]

Originally Posted by MadatNeptune

Do you have confidence in eCOGRA? I had thought they weren't that respected but if you believe in them then I would change my mind. Do I need to contact them or should I wait for you to let them know? This is a lot of money to me and I want to get this resolved.

eCOGRA is fine, but since we have a rep in the forum - we'll solve this problem here.

Please submit a PAB here and we'll get on it:
http://www.casinomeister.com/forums/...ad.php?do=form

[MadatNeptune]

Originally Posted by Casinomeister

eCOGRA is fine, but since we have a rep in the forum - we'll solve this problem here.

Please submit a PAB here and we'll get on it:
http://www.casinomeister.com/forums/...ad.php?do=form

Thank you guys so much for your help! I have filed the PAB.

[maxd]

Thanks, the PAB info is on it's way to the rep now. Bryan or I will let you know when we hear back from them.

[jetset]

Now where else do you get snappy (free) service like this?!!!

[Casinomeister]

Originally Posted by jetset

Now where else do you get snappy (free) service like this?!!!

Ha ha - Max and I are in the same timezone - on the forum at the same time as well.

We just have to make sure we're not clambering over each other when a complaint comes in

The casino rep is already looking into this btw.

[vinylweatherman]

It would have helped if the CS had dealt with this better. It does seem this player was messed around without proper explanation, given wrong information that lead to false expectations, which then caused anger when the story changed each time further contact was made.

It is very poor that they made a decision to tell the player they would be paid, but then decided to do nothing until the player contacted them again, yet not tell them this, but leave them assuming all was well.

There is far too much of this of late, and it scares me off from opening new accounts, as it seems even the reputable casinos are pulling questionable stunts. If the casino believes this player is a fraud, then bloody well say so, don't hide behind waffle and broken promises.

Why this casino tried to convince this player that having their accounts locked was just part of routine ID checks is beyond me. This action was far from routine right from the outset, this player was considered to be fraudulent BEFORE support made those promises that payment would follow in due course after 48 to 72 hours, this is why the account was locked.
The later decision to make this lock permanent is because after checking the documents, they decided their suspicions were correct, and as far as they are concerned now, this player is a fraud.
This means the player now has to appeal outside the casino to prove their innocence (the way courts work in repressive regimes). Unfortunately, advice given to risk assessors is to take any attempt to prove innocence after fraud has been flagged as the "denial phase", where the fraudulent player attempts to wriggle off the hook by producing further arguments in their favour. These arguments are not normally considered, but ignored.

This might end up being another of those "wrong currency" issues, as I note this player is quoting Euros, but is not from an EU country.