King Solomons... locks account, won't pay cashout.

[stenseth]

This was a pending withdrawl of about $850 that I made pre-Senate bill, so I have given it a long time. I email every few weeks, but they just respond with a form response stating that someone will look into it... which they clearly don't. I have tried calling, but the line is always tied up, or the one time I at least went to a holding session waiting for CS to pick up, it took over an hour before I got frustrated and hung up.

So what's the deal? I have been paid by King Solomons in the past, and have had an account there for years. Have they suddenly gone the way of the "chop shop" operators?

[winbig]

Originally Posted by stenseth

This was a pending withdrawl of about $850 that I made pre-Senate bill, so I have given it a long time. I email every few weeks, but they just respond with a form response stating that someone will look into it... which they clearly don't. I have tried calling, but the line is always tied up, or the one time I at least went to a holding session waiting for CS to pick up, it took over an hour before I got frustrated and hung up.

So what's the deal? I have been paid by King Solomons in the past, and have had an account there for years. Have they suddenly gone the way of the "chop shop" operators?

Weird. I'm also from the US, and have cashed out from that group w/no problem at all (Geisha Lounge, $2k withdraw *with* a bonus).

Have you tried sending a PM to the rep here? They're listed under casino contacts.

FWIW, I can still log into my GL account, even though they say US players are banned. Whether or not I can deposit is a different story. I haven't even bothered to try.

[silcnlayc]

even though they say US players are banned.

I found out that NEW US accounts are not allowed. If you have an account already established you are allowed to deposit and they will take your play.

[vinylweatherman]

I don't like the sound of the extremely poor customer service received by the complainant. Several weeks is more than enough time for the issue to be looked into, they should not keep using the form responce each time you send an E-mail, and they should answer the damn phone with a substantive reply, and not keep players on hold for an hour or have the line saturated. Something must be going wrong here.
They are taking an odd stance, in allowing existing players to play, but banning new ones. They would be better off making an orderly exit and pay the pending withdrawals.
As well as a PM to the rep, a follow up PAB is worth it. If this has been dragging on sonce October, when the senate bill passed, patience is not something that should be asked of you any longer; only results will do.

The group should also realise what a complaint of this nature does for the confidence of current players, like myself. I am wondering, has customer service fallen into a black hole, and will I be subject to ignored E-mails and unanswered phone calls if I were to encounter a problem? Whatever the reason for the delay in payment, the shocking standard of CS is not on, someone should tell the player the proper reasons for the hold-up. If they had done this earlier, I would not be reading a post that makes King Solomons look like yet another RTG about to go down the pan.

[Nifty29]

Well King Solomons arent getting any more of my business.

Just this past week it took them 4 DAYS and 4 UNANSWERED EMAILS to approve my Click2Pay deposit - WTF??

I made a C2P deposit - it was deducted from my VISA - received a 'thanks for your deposit' email from the casino - but no credits in the casino account. Live help should have been named Live Helpless...and the thing that really annoys me is that they use terms like 'lets c wots happening with ur account'...very unprofessional. In the end, due to having 4 unanswered emails it had to be sorted out by Live Help which took about 20 mins. As of now, I still havent got a reply to any of my emails.

Oh, and there was a coupon I claimed before the deposit which didnt redeem when they finally got the deposit credited...even more annoying as thats why I was depositing in the first place.

The final insult was that they didnt even apologise.

Another RTG down the tubes IMO - I would NEVER be treated like this at Inetbet or ClubUSA.

[winbig]

Another accredited casino/group going to the wayside it seems....

The contact here hasn't been on in almost 2 weeks, but have you tried contacting them? (GrandAcesGeisha)

Their MSN contact is in their profile also: multi_greg@hotmail.com .

Worth a shot...

[Casinomeister]

I've already popped him off an email.

[vinylweatherman]

Originally Posted by Nifty29

Well King Solomons arent getting any more of my business.

Just this past week it took them 4 DAYS and 4 UNANSWERED EMAILS to approve my Click2Pay deposit - WTF??

I made a C2P deposit - it was deducted from my VISA - received a 'thanks for your deposit' email from the casino - but no credits in the casino account. Live help should have been named Live Helpless...and the thing that really annoys me is that they use terms like 'lets c wots happening with ur account'...very unprofessional. In the end, due to having 4 unanswered emails it had to be sorted out by Live Help which took about 20 mins. As of now, I still havent got a reply to any of my emails.

Oh, and there was a coupon I claimed before the deposit which didnt redeem when they finally got the deposit credited...even more annoying as thats why I was depositing in the first place.

The final insult was that they didnt even apologise.

Another RTG down the tubes IMO - I would NEVER be treated like this at Inetbet or ClubUSA.

That highlighted quote is most worrying. They run back office operations from the UK, somewhere "up north" I think. That is classic "texting - english", written by modern teenagers whose main means of communication is texting on a mobile phone. Schools and employers have been critical of the trend, as the employees use the same "text speak" in written exam answers and job applications. If this is the pool that CS have been drawn from, you are lucky to get any kind of coherent answer beyond (to borrow a "little Britain sketch).
"Is this coupon valid", "lets c wots happening with ur account", ..... "computer says no".... "cough!"

I hope the rep can clarify this for us, and assure us this is not the expected standards. So far, I have not had a problem beyond the new year coupons not working, which turned out to be to my advantage as I hit gold early on and could cash-out straight away. I have now got £1,300 pending, so I'll see how this is handled, a request for documents could well be on the cards this time round.

[Wagerjunction]

The matter with Stenseth has been resolved. I did tell him that I was not going to go into detail but in light of Vinyls highly amusing comments and analysis of the situation regarding us I thought I would respond.

We are not up north but are based in a very expensive suburb of London. Its a highly desirable place with lots of new media companies and lots of lovely young nubile persons walking about, we run a equal opportunity company so decided to employ some hoodies - vinyl - well send em around to collect your documents - lol only kidding. Dont take that seriously.

On a more serious note this issue is a tragedy and occurred simply because of the number of events that have occurred and other unfortunate incidents within the company . His particular case has been sorted out and he will receive his funds shortly. Stenseth can elaborate further if he wishes to.

I agree with you when you say that the service has not been good enough, there have been reasons but I will not make any further excuses - if you want me to I will go into them but I think that you will notice that the service will improve dramatically.

Essentially we have a major backlog of emails that the CS people are going through as rapidly as possible so please bear with us for a very short time period.

The other issue re the text type language in Live Person is being addressed, this is something that will not be tolerated.

Vinyl – you don’t have anything against Northerners do you, the RTG Casino that won best new casino is a northern based outfit . PS –

By the way we wont be going bankrupt anytime soon, in fact its probably the opposite we are going to be expanding again soon.

Nifty - Pm me your account details and i will see to it that you get what is owed to you .


Best Regards
Greg

[vinylweatherman]

I have nothing against northerners at all. In fact, it would be better to run back office operations from "up north" as it would work out a good deal cheaper than a swanky London office. More money for promotions might be the result
I also think northerners benefit from more interesting weather, except for today maybe
I did wonder if the first post was genuine (join, and complain about KS in first post), but when Nifty29 mentioned another incident of poor service I thought it must be a CS problem. In the first case, something being "stuck in the works" for what seems 3 months or more despite numerous nudges and promises is a poor example, and with recent events quite dangerous to leave unaddressed (thankfully, you have not left this unaddressed, but have posted an open reply quickly enough to nip the issue in the bud). There are a load of rumours flying around about RTG in general, triggered by their "do nothing & hide" approach to recent events.
I hope that casinos have put their expansion plans into effect, as the latest incident would seem to be the last straw for many US players. The way Neteller handled the pull out is as bad as some casinos did it in October - tell the players one story one day (don't worry, only Instacash has gone), and the next they know is that their funds are trapped in casinos because they can't even WITHDRAW back to Neteller and bail out of gambling altogether.
As a non-US player, I can see this affecting me, as casinos will suffer an unexpected loss of revenue, which they may tackle in two ways. Promote like mad with tons of new player bonuses (unwise), or temporarily reduce the value of promotions, but keep the number of events unchanged, while increasing marketing spend in a few target areas.
There is now an uncomfortable gap between now and September, when UK regulation will give legitimacy to the industry. (Provided Gordon doesn't spoil the party by levying stupid rates of tax)