Missing $150 at Grand Monaco

[aka23]

There have been a few threads about Neteller double charges recently. These are failed transactions with Neteller that are credited from your Neteller account, but do not show up at the casino. I've had three so far this month. Most of the time, the missing money is eventually credited by the casino. However, my failed Neteller transaction at Grand Monaco has not been credited after more than two weeks.

Instead, Grand Monaco claims that all the transactions went through as exepcted. They say I deposited $190 more than I withdrew on the day in question, so I had a $190 loss. I keep a record listing my gains and losses at each casino and immediately update it after play. On the date in question my records show a $40 loss, not $190. The $150 difference between the numbers is the failed $150 deposit.

Grand Monaco insists that all the deposits went through. This would be simple to confirm, if my account had Microgaming Cashcheck. However, the green check box is nowhere to be found in the casino. I wonder if other players have this feature.

[Mousey]

i just checked again to be sure... YES I have the green $ CashCheck icon at Grand Monaco and it is working just fine. My conspiracy alarms go off when I experience persistent weirdities in casino banking software. (Thanks Grand Prive.)

I had a NETeller deposit go haywire last Friday (Nov. 10). I emailed support with the NT# of the transaction within the hour. It didn't show up in my casino account till early on the 13th.

You need CashCheck in your casino software. You need them to send you a statement of transactions to compare with NETeller.

[aka23]

Originally Posted by Mousey

i just checked again to be sure... YES I have the green $ CashCheck icon at Grand Monaco and it is working just fine. My conspiracy alarms go off when I experience persistent weirdities in casino banking software. (Thanks Grand Prive.)

I had a NETeller deposit go haywire last Friday (Nov. 10). I emailed support with the NT# of the transaction within the hour. It didn't show up in my casino account till early on the 13th.

You need CashCheck in your casino software. You need them to send you a statement of transactions to compare with NETeller.

I already sent them the NT numbers. They insist that all the transactions went through. The support rep I spoke with told me they have "proof" that the money was credited, but refused to describe any detail about what this "proof" was.

I bypassed the missing CashCheck in the download SW by going directly to https://accounts3.microgaming.com/gr...on/default.asp . This CashCheck confirms that I was not credited the $150 from the failed deposit.

[winbig]

Originally Posted by aka23

I already sent them the NT numbers. They insist that all the transactions went through. The support rep I spoke with told me they have "proof" that the money was credited, but refused to describe any detail about what this "proof" was.

I bypassed the missing CashCheck in the download SW by going directly to https://accounts3.microgaming.com/gr...on/default.asp . This CashCheck confirms that I was not credited the $150 from the failed deposit.

Make sure you take screenshots...

[Mousey]

Originally Posted by aka23

I already sent them the NT numbers. They insist that all the transactions went through. The support rep I spoke with told me they have "proof" that the money was credited, but refused to describe any detail about what this "proof" was.

I bypassed the missing CashCheck in the download SW by going directly to https://accounts3.microgaming.com/gr...on/default.asp . This CashCheck confirms that I was not credited the $150 from the failed deposit.

Also, you may want to contact the GM rep on board, Jon-Jon. Perhaps he can put you in contact with a manager or the banking software people.

And I concur with WinBig. Screenshots!

[aka23]

My screenshots have been forwarded from support to banking. I was told they will give me their response tomorrow.

[Mousey]

I'm interested in the outcome. Thanks for keeping us posted.

BTW, has anyone been able to tell you why you have no functioning CashCheck in your casino?

[vinylweatherman]

I have just checked, and grand Monaco seems to have a functioning CashCheck, accessed from the dollar icon in the top left of the lobby.

Credited deposits will be listed there with internal transaction numbers. This should be simple to check against fund removals destined for Grand Monaco on the Neteller statement.

If you believe it is listed in cashcheck, but never actually appeared in the casino account, well this is a real pain in the butt to check.

Playcheck (21days only of data stored).

Go to session view and identify the sessions where you know you deposited. Click to view the individual session and select "detailed view". This will show more details of the gameplay, but in addition will show other credits to the account, such as bonuses, deposits and prizes.
One possibility is that the credit came while you were playing, and the casino MIGHT be correct, and MIGHT be wrong. To check this, find out when they say the credit was made, and expand the relevant session, get a caffeine fix, and go through everything in detailed view, looking for a jump of around $150 in the right hand column. No $150 jump, no credit, and get back to support with the evidence.
Why they have a problem with this is a puzzle. It is easier for them to dump out all the data and go through it for problems, and even send it to you as proof of the argument that the credit was made.

Indeed, I have done this analysis before when I have spotted problems in the tally between my deposits and funds going from a credit card account. I was able to verify that the problem was in timings on the statements rather than the casino failing to credit funds, or taking funds twice for a single deposit.

[aka23]

Originally Posted by Mousey

I'm interested in the outcome. Thanks for keeping us posted.

BTW, has anyone been able to tell you why you have no functioning CashCheck in your casino?

Originally Posted by vinylweatherman

I have just checked, and grand Monaco seems to have a functioning CashCheck, accessed from the dollar icon in the top left of the lobby.

I've attached a screenshot of what I see in the casino lobby. The green dollar icon is missing. Support has not offered an explanation. I'll ask about it again once the financial issues are resolved. Fortunately, I am able to login to CashCheck outside of the website via accounts3.microgaming.com and confirm the missing $150.

[jerrylee]

Originally Posted by aka23

I bypassed the missing CashCheck in the download SW by going directly to https://accounts3.microgaming.com/gr...on/default.asp . This CashCheck confirms that I was not credited the $150 from the failed deposit.

aka, how did you find that link?