Missing $150 at Grand Monaco

[aka23]

Originally Posted by jerrylee

aka, how did you find that link?

I learned it from experiences with other Microgaming casinos. You can use CashCheck by logging into https://accounts3.microgaming.com/casinoname/ (replacing "casinoname" with the actual name of the casino).

[vinylweatherman]

That screenshot is strange, the space is exactly where the dollar icon would be. Could you try clicking in the space to see if the software attempts to load cashcheck (tif it does, it is a local problem with the icon file being corrupt or missing).
If Cashcheck does not show the deposit then I cannot see how the casino can argue the credit was made, it will have to provide proof.
If this casino is as reputable as claimed, with the management having been in the business for years, I cannot see why they are unable to see "the wood for the trees" in this matter.

You could cut & paste the cashcheck table and approach Neteller and tell them that the casino has no record of the second deposit, and that Neteller should get the error reversed as the casino are unable to trace it. Neteller have already admitted that there has been a serious issue with these timeouts and resultant double charges to another player, so don't accept a denial from them.

[aka23]

Originally Posted by vinylweatherman

That screenshot is strange, the space is exactly where the dollar icon would be. Could you try clicking in the space to see if the software attempts to load cashcheck (tif it does, it is a local problem with the icon file being corrupt or missing).
If Cashcheck does not show the deposit then I cannot see how the casino can argue the credit was made, it will have to provide proof.
If this casino is as reputable as claimed, with the management having been in the business for years, I cannot see why they are unable to see "the wood for the trees" in this matter.

Nothing happens when I click on the spot where CashCheck should be.

Originally Posted by vinylweatherman

You could cut & paste the cashcheck table and approach Neteller and tell them that the casino has no record of the second deposit, and that Neteller should get the error reversed as the casino are unable to trace it. Neteller have already admitted that there has been a serious issue with these timeouts and resultant double charges to another player, so don't accept a denial from them.

My approach was sending a screenshot of CashCheck and Neteller to the casino. After more than 24 hours without a response to the screenshots, I spoke with a support rep in a live chat. After looking my account up, she put me on hold for nearly a half-hour, then said:

"Great, I may confirm that our Processing Department has identified the timeout and therefore your account will be credited shortly."
"Kindly allow 1-2 hours for the funds to reflect."

That's quite a change from what the support rep said 2 days ago, before I sent in the screenshots. In any case, I'll be satisfied so long as I am credited the $150.

[vinylweatherman]

That's great news,
However, this casino is supposed to be run by EXPERIENCED people, clearly not down to CS level. With all the problems with Neteller, it is hard to believe the initial attitude of support was to find a way to convince you that it was simply not possible for the deposit to have gone astray rather than take it seriously enough to ask finance to check the data.
Now that they have found the timeout, it should be a matter of an hour or two at the most to fix, and really can be even faster.

There is still the issue of cashcheck not being available, the difference between our accounts is that mine is in UK Pounds, and I have the icon and it works.

[aka23]

Originally Posted by vinylweatherman

That's great news,
However, this casino is supposed to be run by EXPERIENCED people, clearly not down to CS level. With all the problems with Neteller, it is hard to believe the initial attitude of support was to find a way to convince you that it was simply not possible for the deposit to have gone astray rather than take it seriously enough to ask finance to check the data.
Now that they have found the timeout, it should be a matter of an hour or two at the most to fix, and really can be even faster.

There is still the issue of cashcheck not being available, the difference between our accounts is that mine is in UK Pounds, and I have the icon and it works.

The $150 is in my account now. I'll wait until it hits Neteller before asking about CashCheck.

After giving the NT transaction numbers, the original rep I spoke with several days ago told me that the accounting department looked into my claim about the failed deposit and determined that all of the listed transactions did go through. At the time I did not have CashCheck access, so I mentioned the discrepency in PlayCheck, and my win/loss. This was not enough. She insisted that the accounting department looked into it, and the listed transactions went through. I later learned that she requested an investigation into the matter.

The management may have changed recently. They were aquired by CasinoShare on Nov. 1st as described in the email quote below:

On the 1st of November, 2006, PlayShare PLC acquired the Grand Gaming Group, which comprises Grand Monaco Casino and the G3 Partner affiliate program. Hailed in gaming circles as the two most watched groups, the merger is in line with the ambitions of PlayShare to be one of the top 5 gaming companies within the next two years.

[Mousey]

I am glad they credited the wayward funds to your account. It really should not haven taken so long to credit your account -- even if you'd never realized the deposits didn't tally, the financial dept. should have spotted the discrepancy.

I am concerned that your CashCheck button is missing. It's really rather odd.

Previously I was quite content with GM's speedy withdrawals and CS. Everything, in my experience has changed in these last few weeks. A w/d that should have taken a bit more than 24 hours took 3 days. Crediting one of the wayward NETeller timeouts also took 3 days even though I sent them the NT# within the hour of the incomplete transaction. Emails go unanswered or half answered. Not acceptable.

[winbig]

I'm probably asking the obvious here, but have you tried uninstalling the casino, rebooting, then reinstalling it again?

[vinylweatherman]

Originally Posted by winbig

I'm probably asking the obvious here, but have you tried uninstalling the casino, rebooting, then reinstalling it again?

Please! - This is a MICROGAMING casino, it will eat another 1Gig just to do this, plus 3 hours or so. It may still not work (cashcheck) either.

Best use the shortcut URL for now, especially if GM is losing touch with standards.

My withdrawal arrived in 3 days, OK for a first withdrawal, clearly not the fastest out there though. Poor CS when things go wrong is a big worry though, and hearing about the takeover by casinoshare makes me think that CS will be "a mess" till after Christmas due to all the changes.