GRAND MONACO CASINO SENDS ME A CHECK ON A CLOSED BANK ACCOUNT

[looknolines]

About a month ago, I won 650.00 at Grand Monaco Casino. After about 2 weeks, I received the check and cashed it. Well, I got a notice that the check was drawn on a closed account and not only do I now owe the bank 650.00 but because I cashed a check that wasn't any good, I owe them an additional 50.00 for returned check fees. I contacted live help at the Grand Monaco and was given a reference number and told that I would hear from the casino within 48 hours. Needless to say, 48 hours came and went and when I went to live help today the operator disconnected with me. Thinking this was purely accidental I went to live help again and again I got disconnected after giving the operator my reference number. I have a copy of the check showing that the account is closed and when I offered to send the casino proof of this I was told that it wouldn't be necessary..their processors would be able to see the results of the check. After being told that, I am beginning to think that this casino has known for a month that this check was no good and since they have made NO ATTEMPT to reimburse me.. this casino must be a scandalous, NON-PAYING casino. I would really like to know what I can do, if anything, to make Grand Monaco pay me the money that they owe me!!??

 

[helloworld96]

The same thing happened to me with Grand Hotel. I received a $1000 check that was the first of four cashouts I made in a 2 week period in January. I took the check to the bank and it was returned for insufficient funds. I called Grand Hotel and they apologized and blamed the US attack on the bank payouts. They are supposedly going to pay me via ACH, but I still haven't seen any of the money.

ed

 

[vinylweatherman]

Operators

Best pursue the matter of constantly being disconnected by the operator. Try contacting them, but omit the reference number and see if the "error" of being disconnected still occurs. If not, mention to the operator that you constantly get disconnected, and could they phone you right now on a "call back".
If they put the phone down on you it will be a lot harder for them to blame the software or the internet connection.

If casinos start bouncing checks, and then appearing to treat the payees rudely when they complain, they deserve to suffer the consequences of loss of confidence from players.

I think Grand Monaco is accredited here, so a PAB is an option. If they are members of eCogra, this would be another. The more valid complaints eCogra get about problems paying US players (while happily accepting their deposits) the better to force honesty and transparency on the situation. Players can then be fully aware of the risks should they WIN, let alone the known risks of losing.

 

[Mousey]

Might I suggest a PM to the casino rep?

https://www.casinomeister.com/forums/members/

Unfortunately, we're seeing this happen too often even with reputable casinos. It appears that this could be what's happening: at the moment the casino issues a paper check it is good. However, if the casino's payment processor suddenly pulls out, *blam* the player is hit with a bounced check and the ensuing bad check charges.

Also, (though this doesn't seem to be the case in this instance), US banks are sometimes refusing checks from suspected casino payment processors. They'll accept your deposit slip and the check, but they may simply refuse to process it and return it to you a few days later.

Please (especially US players) never spend money from casino paper checks until certain the check has cleared and your bank has the money.

Good luck.

 

[looknolines]

well, i finally got through to a live operator and i am still troubled about this whole thing. First of all, the account that the casino wrote the check on, was a closed account and that is illegal. I cashed the check at a check cashing service and now they are coming after me for the amount of the check plus additional service fees. Tell me if i am wrong, but i really don't think that the casino should have the right to close their accounts or take any action against checks they write and if a US bank won't clear it, that's a whole different issue. Why has it become so hard for US players to withdraw their winnings, but yet, it is still such an easy process to deposit? I may be out of line but i really think that this has just given a lot of the shady casinos a way out. Can you tell how my conversation went with live help!!

 

[GrandMaster]

What's more likely is that the bank closed the account because it realized or at least suspected the connection with online gambling.

 

[Jon-Jon]

Hi All, and looknolines apologies sincerely for the problems that you have experienced so far.

If you could please give me until Monday to take a look into the matter (I am involved in other areas, but will follow up with the right (senior) person who will get back to you) and I assure you we will resolve this.

This has been a rough time for the (USA players) casino industry, bit I can guarantee you we are making every effort to make sure players are paid and kept as happy as possible under the current processor "dark cloud".

Also be aware that because of the time involved in processing checks and you receiving them (can be a few weeks) a lot has changed.

Have a great weekend, and as said I will have this sorted within a few days.

 

[ok2playme]

BELLE ROCK NOT PAYING UP

The same thing happened to me with Grand Hotel. I received a $1000 check that was the first of four cashouts I made in a 2 week period in January. I took the check to the bank and it was returned for insufficient funds. I called Grand Hotel and they apologized and blamed the US attack on the bank payouts. They are supposedly going to pay me via ACH, but I still haven't seen any of the money.

ed

I can sympathize with you. This is just so frustrating. We are told one story which is contradicting by another story blah ...blah...blah.. We wait we wait we wait - we check our accounts waiting to see the funds. A weekend is here YEEHAA maybe I will get it before the weekend. What casinos are doing to US players is a joke and no one is helping us. How would they feel if we all cancel all of our deposits based on we paid for a service and THEY are in breech for not holding up to their end of the bargain. If Americans know that is a viable option maybe these casinos would payout as easily as they take in. If they can't do a payout timely with certified cleared funds then they certainly should not be taking our funds. Is it not the bible that says "do onto other as they do onto you" or should I continue to "love thy neighbor"?

 

[ok2playme]

River Belle can't pay up!

well, i finally got through to a live operator and i am still troubled about this whole thing. First of all, the account that the casino wrote the check on, was a closed account and that is illegal. I cashed the check at a check cashing service and now they are coming after me for the amount of the check plus additional service fees. Tell me if i am wrong, but i really don't think that the casino should have the right to close their accounts or take any action against checks they write and if a US bank won't clear it, that's a whole different issue. Why has it become so hard for US players to withdraw their winnings, but yet, it is still such an easy process to deposit? I may be out of line but i really think that this has just given a lot of the shady casinos a way out. Can you tell how my conversation went with live help!!

You are by no means out of line. You are right! This is wrong. Everyday we live by broken promises in hopes and prayers the money will be there. You finally get an overseas check run around to find someone to cash it and its a closed account. Now collectors are chasing you. That is "f" up!! If they can easily take our money they should easily pay our money. If they can't do both sides of the equation then don't accept US players. If they knew we could cancel our deposits based on we paid for a service and the service did not provide to the extent of the agreement - then they are in breech and the transactions should be disputed and canceled. The only way to hit these non paying casinos is to prove to them US players are not going to take it anymore. If they take our money than they MUST pay us in a timely manner the same as we paid them or deal with the ramafications of breeching the service paid for.

 

[vinylweatherman]

Charge Back?

Chargebacks would be a drastic step to take, but as this situation continues, especially where casinos hide the true nature of the dificulties they are having in paying out from deposits, there could come a time where the US players decide that they are getting nowhere, and a situation may develop where the US banks and/or legal advisors start advising players that their actions were illegal all along, and they should unwind their position by cancelling all deposits.
This could hurt the industry if the US allows the cancellation of deposits from way back, where withdrawals have already been paid. Such a scenario will effectively kill 9off the entire industry as it would not have the funds to pay back, however, the DoJ may see this as a great way to end the problem once and for all, short of arresting execs, money is the next best weapon to employ. They have shown they CAN do this by forcing Neteller to freeze funds of US players, INCLUDING at least one case where the funds had nothing to do with ONLINE gambling.
Players who feel the industry had treated them well will refuse to cooperate in such a move, but players who feel they have been royally screwed over may well decide to quit gambling online altogether, cooperate and not really care than no online casino will ever take their wagers again.

Best thing for casinos to do now is spell out the WORST CASE scenario, not as at present, a schedule for withdrawals which is probably over optimistic.

 

[Mario]

About a month ago, I won 650.00 at Grand Monaco Casino. After about 2 weeks, I received the check and cashed it. Well, I got a notice that the check was drawn on a closed account and not only do I now owe the bank 650.00 but because I cashed a check that wasn't any good, I owe them an additional 50.00 for returned check fees. I contacted live help at the Grand Monaco and was given a reference number and told that I would hear from the casino within 48 hours. Needless to say, 48 hours came and went and when I went to live help today the operator disconnected with me. Thinking this was purely accidental I went to live help again and again I got disconnected after giving the operator my reference number. I have a copy of the check showing that the account is closed and when I offered to send the casino proof of this I was told that it wouldn't be necessary..their processors would be able to see the results of the check. After being told that, I am beginning to think that this casino has known for a month that this check was no good and since they have made NO ATTEMPT to reimburse me.. this casino must be a scandalous, NON-PAYING casino. I would really like to know what I can do, if anything, to make Grand Monaco pay me the money that they owe me!!??

Hi there Looknolines,

We truly understand your concerns and frustrations what this has caused and we would like to resolve this matter for you ASAP.

We will need you to supply us with your casino account details and you can send it to support and mark it for my attention.

I will gladly investigate into this matter for you and make sure that we adhere to your withdrawal request.

Also in regards to a service delivery point of view, I hardly can believe that we would just close the live-chats on you and can assure you that it was and were a mere connection issue.

This does not mean that we will just leave it there as we can assure you that we want to and will go out of our way in resolving our players issues and give you the service which you deserve.

We will keep you posted on this and what the outcome is.

If there are any further issues please feel free to contact support as we are here to assist you in all your needs.

Thanks
Mario
CSC Supervisor

 

[lojo]

...

Please (especially US players) never spend money from casino paper checks until certain the check has cleared and your bank has the money.

Good luck.

I might re-iterate Mousey's point about good casinos with bad checks. It does no good to contact the issuing bank to confirm funds in the account. When a processor 'pulls out' that money is meaningless as it simply won't be processed.
In my experience I phoned the issuing bank to confirm funds when I deposited the check. A day or two later was informed by eprocessor that the check would not be valid and to not cash it (too late) it took another two weeks before my bank debited my account. I am now assuming three weeks for paper checks drawn Stateside to clear, but am keeping a balance for 60 days just in case.

And we used to think a 48 hour 'hold' to reverse withdrawals was bad

 

[looknolines]

update....

Well, when I spoke to live help at grand monaco casino, the operator was slightly rude and gave me only one option, if I wanted my money, and that was doing an ach deposit into my bank account. I absolutely refuse to give out my banking information, use my bank card, or give anyone my account information, especially when it comes to online purchases or gambling. I use a cash reloadable visa that every casino, I've ever played at, accepts. Since I wouldn't give the live help operator my banking information, I was told that the only other alternative, was to put the 650.00 back into my casino account. I reluctantly agreed and again I was told that this was a 24-48 hour procedure. It seems to be the norm at this casino, well, so is getting no response, at all! The next afternoon, I received an email from the casino stating that they had reissued a 650.00 check and it would be going out in the mail, that afternoon. Communication, or lack of, seems real obvious! The inadequacy, ignorance,and the unwillingness to make your customers happy, is going to be the downfall of this casino. My 3 main issues are really simple ones and I once again, would appreciate and ask for someone at Grand Monaco Casino , to respond....1) knowing that the bank closed the casinos account while there were outstanding checks drawn against this account... why didn't the casino take the initiative to contact us, and make things right? 2) Taking into consideration, all of the problems, penalties, and fines the first check caused a lot of us... I am just amazed that the casino put their pocketbook above their customers and sent this second check regular mail instead of using an express mail service. I waited almost 3 weeks the first time!!! 3) The casino hasn't even addressed the idea, of maybe splitting the cost with the customers, for all of the penalties and fines that we have now incurred because of the first check mishap. Even if the casino were to add some credits to our casino accounts the pain would be a bit more bearable...When the casino didn't step up and let it's customers know what was happening with the banking situation, it appeared to be avoiding the issue. Instead of taking any type of responsibility for any of this, the casino refuses and blames the US Legislation. I deposited my money at your casino in good faith that if I were to win, I could withdraw my money as easy as I can deposit ...this didn't happen!! The transaction was between you, the casino, and me.... if the casino can not fulfill all the services they promise than DO NOT TAKE MY MONEY.

 

[Mario]

Well, when I spoke to live help at grand monaco casino, the operator was slightly rude The inadequacy, ignorance,and the unwillingness to make your customers happy, is going to be the downfall of this casino.

Hi there Looknolines,

I truly understand your concerns and we do want to make it right with you.

In regards to the operator being rude I can assure you that this is not how we want to or would like to treat our players and we will take the necessary steps against the operator should we feel that the operator did not responded in the best interest of the casino or you the player.

I can truly understand that this is frustrating and that all you wished to do is to get your money. And then you had to go through an ordeal like this.

Were working hard to make sure that we deliver exceptional customer service as we understand that this is the only way in how we can become tops in the crowd of millions of other casinos which is out there.

 

[Mario]

gave me only one option, if I wanted my money, and that was doing an ach deposit into my bank account. I absolutely refuse to give out my banking information, use my bank card, or give anyone my account information, especially when it comes to online purchases or gambling. I use a cash reloadable visa that every casino, I've ever played at, accepts. Since I wouldn't give the live help operator my banking information, I was told that the only other alternative, was to put the 650.00 back into my casino account. I reluctantly agreed and again I was told that this was a 24-48 hour procedure. It seems to be the norm at this casino, well, so is getting no response, at all! The next afternoon, I received an email from the casino stating that they had reissued a 650.00 check and it would be going out in the mail, that afternoon.

Im not able to comment what happened in your particular case without reviewing it first but what I can say is the following.

I can understand that you would feel reluctant to supply your banking information, but would like to assure you that all youre personal and banking information is merely for the casinos purposes and that all the information is extremely safe.

The casinos would not have invested in a security encryption program to make sure that your information would be in anyway compromised or stolen.

The 128-bit SSL (Secure Socket Layer) digitally encrypted security program is similar to the security that financial institutions employ.

Also you must understand that the casino is also subject to service delivery from other partner companies such as our payment center and that the reversal of your withdrawal would take some time as we would have had to request the withdrawal to be reversed back to your account.

We have sped up this process and there will be no more waiting for reversal, only in certain particular cases where the funds been processed already, as it does sound like this is what happened in your case.

Were looking at improving and putting in place processes and procedures by creating a more streamlined approach to our customer service which will make a happier customer.

 

[Mario]

My 3 main issues are really simple ones and I once again, would appreciate and ask for someone at Grand Monaco Casino , to respond....1) knowing that the bank closed the casinos account while there were outstanding checks drawn against this account... why didn't the casino take the initiative to contact us, and make things right? 2) Taking into consideration, all of the problems, penalties, and fines the first check caused a lot of us... I am just amazed that the casino put their pocketbook above their customers and sent this second check regular mail instead of using an express mail service. I waited almost 3 weeks the first time!!! 3) The casino hasn't even addressed the idea, of maybe splitting the cost with the customers, for all of the penalties and fines that we have now incurred because of the first check mishap. Even if the casino were to add some credits to our casino accounts the pain would be a bit more bearable...When the casino didn't step up and let it's customers know what was happening with the banking situation, it appeared to be avoiding the issue. Instead of taking any type of responsibility for any of this, the casino refuses and blames the US Legislation. I deposited my money at your casino in good faith that if I were to win, I could withdraw my money as easy as I can deposit ...this didn't happen!! The transaction was between you, the casino, and me.... if the casino can not fulfill all the services they promise than DO NOT TAKE MY MONEY.

Before I want to comment on this I would rather want to make a full investigation into the matter for you and would really appreciate it if you can email us at support with your casino account information and mark it for my attention.

If you can do this for me it will really be appreciated and I will make sure that it is worth your wile.

Hope to resolve this matter for you soon.

Regards
Mario

 

[Scounselor]

Some things are good to know.

I got an email promo from Grand Monaco just 4 days ago (3/11/07).

I've never played there before; and, I was quick to pick up on the fact that the web site says, "US Friendly".

I downloaded.

I was just about to attempt to make a deposit when I decided to check Casinomeister.com and see how Grand Monaco is rated.

I'm glad I did!

Before I deposit and play there, I'd like to see that this issue has been resolved.

There's no sense spending hard earned USD if you can't collect on your winnings.

Thanks again Meister-Man for this great web site.

Think of all the money you are saving online gamblers in the USA!

If US gamblers were to pool all the money we are not gambling with right now....we might be able to elect you for President.

Think about it.

 

[looknolines]

mario...i sent you an email ...looking forward to hearing from you

 

[Mario]

No email from you!

mario...i sent you an email ...looking forward to hearing from you

Hi there Looknolines,

I've searched all our mailing lists databases and would like to inform you that we have not received any correspondence form you via email.

Can't say why but can I maybe suggest that you reply to my private email which I've sent to you with your details and I will take the matter further.

At the top of this post you will see Private Messages and if you click on it you will be able to reply with your details.

Really appreciated.

Thanks
Mario
CSC Supervisor

 

[looknolines]

have you received my email??

did you get my email yet?? If not, something is seriously wrong because this will be the third attempt on my part.

 

[looknolines]

Before I want to comment on this I would rather want to make a full investigation into the matter for you and would really appreciate it if you can email us at support with your casino account information and mark it for my attention.

If you can do this for me it will really be appreciated and I will make sure that it is worth your wile


This is almost like a sick joke.... there are no records of me sending the first 2 emails but i sent them directly from the casinos 'help' menu, which is a form that the casino provides it's players to fill out, for many various reasons. I directed them to 'support' and put attention mario. When both of those attempts failed, I then emailed you at the address you gave me, and I provided all of the information you requested. Did you get this email? This is what you call,'making things worth my while?' It seems we are back to square one...me waiting for a response from the casino... i know, 24-48 hours. Still, no check in the mail and really, not even sure if a check has been sent. According to live help, sending me another check was clearly NOT an option!! For every 7 day period that goes by, the check cashing place adds an additional 25.00 penalty fee and all I can do is 'wait for the casino to investigate and hope that there really is a check in the mail.' What really is there to investigate....it just seems so ridiculously SIMPLE... pay me for the withdrawal i made that the casino,for whatever reason,wrote me a check for, on a closed account. Every adult knows that if you cash a bad check... penalty fees will occur and that the person cashing the check is the one held responsible. Last but no least... quit telling me about california legislation and legislators making it hard for US players to withdraw. I didn't deposit my money with the legislators... i made my deposit at your casino. When a player makes a deposit and a casino accepts it, there is an implied promise that the casino can fulfill ALL obligations to that player, including withdrawals. The only thing worth my while at this point is getting reimbursed the 650.00 and hearing that the casino is also going to pay all of the penalty fees. I really would like to just be able to say that this whole ordeal is over but because the casino can't give me any straight answers and no two people will give you the same answer... there seems to be no end in sight.

 

[Mario]

Before I want to comment on this I would rather want to make a full investigation into the matter for you and would really appreciate it if you can email us at support with your casino account information and mark it for my attention.

If you can do this for me it will really be appreciated and I will make sure that it is worth your wile


This is almost like a sick joke.... there are no records of me sending the first 2 emails but i sent them directly from the casinos 'help' menu, which is a form that the casino provides it's players to fill out, for many various reasons. I directed them to 'support' and put attention mario. When both of those attempts failed, I then emailed you at the address you gave me, and I provided all of the information you requested. Did you get this email? This is what you call,'making things worth my while?' It seems we are back to square one...me waiting for a response from the casino... i know, 24-48 hours. Still, no check in the mail and really, not even sure if a check has been sent. According to live help, sending me another check was clearly NOT an option!! For every 7 day period that goes by, the check cashing place adds an additional 25.00 penalty fee and all I can do is 'wait for the casino to investigate and hope that there really is a check in the mail.' What really is there to investigate....it just seems so ridiculously SIMPLE... pay me for the withdrawal i made that the casino,for whatever reason,wrote me a check for, on a closed account. Every adult knows that if you cash a bad check... penalty fees will occur and that the person cashing the check is the one held responsible. Last but no least... quit telling me about california legislation and legislators making it hard for US players to withdraw. I didn't deposit my money with the legislators... i made my deposit at your casino. When a player makes a deposit and a casino accepts it, there is an implied promise that the casino can fulfill ALL obligations to that player, including withdrawals. The only thing worth my while at this point is getting reimbursed the 650.00 and hearing that the casino is also going to pay all of the penalty fees. I really would like to just be able to say that this whole ordeal is over but because the casino can't give me any straight answers and no two people will give you the same answer... there seems to be no end in sight.

Hi there Looknolines,

It seems like there was an issue on our mailing servers and we did retrieve your email and we will investigate into the matter for you.

Please accept our apology in this matter and I will do everything in my power to resolve this matter for you ASAP.

Thanks
Mario
CSC Supervisor.

 

[looknolines]

well?????

mario......the only thing i want to know is, has the casino really sent me another check or not?? Since i have sent you the information you requested, i haven't heard anything from you!! What are you investigating and how hard is it to tell the truth?? What has the casino really done to fix this issue? You have basically done no more than anyone else i have encountered at this casino..except make more promises that haven't been kept. What was worth my while about having to email you 3 times before you even got my message and then you didn't write me back to acknowledge acceptance, it was signed, Grand Monaco support. I need to give the check cashing place a straight answer. Just because you don't think it's important to tell people the truth doesn't mean that I want to fall into the same category as you. It has been well over 48 hours since you have received my email and as expected.. no answers...

 

[looknolines]

just a thought..

maybe if you spent less time investigating and spent more time actually doing something to fix your mistakes....people like me would get far less frustrated!!! I just want a simple yes or no answer ... has a check been sent or not?

 

[Mario]

Hi there Looknolines,

Hope you are well.

To keep it short yes your check of $650 is on its way.

The check was sent on 6th of March and it does take three weeks to reach you which should be next week.

Yes, you are correct we did make a mistake by sending the checks via regular mail and not courier. That was something what was overlooked and we should have rather sent this via speed mail or courier.

Please do understand we did try to do the right thing, sending checks not linked to the casino, but this was unfortunate that this had to be dragged out for so long.

I would like to thank you for the patients which you've shown and I truly believe that this will never happen again.

Yes you've got all the right to be upset and frustrated but we would like to inform you that we will do everything in our power to make sure that you get your funds.

However I would like to ask you to send us proof of the charges which you've occurred due to this ordeal so that we can verify and get authorization to reimburse these charges for you.

Also for future references we've activated EcoCard as an deposit and withdrawal options for US players and we've had some players making and receiving there winnings via this option without any problems or concerns.

We suggest that in future you use this option for all your transactions.

I will be in touch to make sure that you do receive your funds and that this matter is resolved as soon as possible.

Kind regards
Mario
PlayShare Group Representative

 

[jinnia]

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( [email protected] ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( [email protected] ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( [email protected] ), Jon-Jon ( [email protected] ), and G3Partners support ( [email protected] ), not one word from them at all.

On March 18th, I emailed Lawrence ( [email protected] ) and G3Partners support ( [email protected] ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

 

[Da_Gambla]

Mario -

First off, respect. There are very few threads on non-payment issues in which a casino rep has intervened on this level. I hope you make it good for the original poster.

I visited Grand Monaco this evening after reading this thread, as I am looking for a place to open a new account. First thing that didn't sit right was the fact that nowhere on the Deposit or Withdrawl sections is there any mention of EcoCard, unless I missed it... is this something new that simply hasn't been added to the website yet?

I, for one, have absolutely no issue with ACH. If you are a legitimate business entity, I will afford you any necessary information to get my funds to my bank. Paranoia is not something I'm afflicted with, so if you are having success with ACH and not experiencing the dreaded 'stuck in processing' or other rediculous delays that everyone is posting about, then you might have a new customer.

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

If this all appears as easy and convenient as listed on your Withdrawl section at the website, then I will move forward in creating an account with GM. I guarantee at least a few others back here searching for a casino who has it 'figured out' now will also follow suit.

Thank you for your time,
- Keith

 

[Mario]

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( [email protected] ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( [email protected] ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( [email protected] ), Jon-Jon ( [email protected] ), and G3Partners support ( [email protected] ), not one word from them at all.

On March 18th, I emailed Lawrence ( [email protected] ) and G3Partners support ( [email protected] ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

Hi there Jinnia,

Thank you for letting us know and I would like to inform you that Jon-Jon and Lawrence has been informed about this.

And I'm sure that they will get back to you ASAP.

Speak to you soon.

Best Regards
Mario
PlayShare Group Representative

 

[Jon-Jon]

Hi Jinnia

I responded on the 13th when I got your mail, and today (with the mail attached ), and also pm'ed you on gpwa

All the best

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( [email protected] ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( [email protected] ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( [email protected] ), Jon-Jon ( [email protected] ), and G3Partners support ( [email protected] ), not one word from them at all.

On March 18th, I emailed Lawrence ( [email protected] ) and G3Partners support ( [email protected] ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

 

[Mario]

Mario -

First off, respect. There are very few threads on non-payment issues in which a casino rep has intervened on this level. I hope you make it good for the original poster.

I visited Grand Monaco this evening after reading this thread, as I am looking for a place to open a new account. First thing that didn't sit right was the fact that nowhere on the Deposit or Withdrawl sections is there any mention of EcoCard, unless I missed it... is this something new that simply hasn't been added to the website yet?

I, for one, have absolutely no issue with ACH. If you are a legitimate business entity, I will afford you any necessary information to get my funds to my bank. Paranoia is not something I'm afflicted with, so if you are having success with ACH and not experiencing the dreaded 'stuck in processing' or other rediculous delays that everyone is posting about, then you might have a new customer.

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

If this all appears as easy and convenient as listed on your Withdrawl section at the website, then I will move forward in creating an account with GM. I guarantee at least a few others back here searching for a casino who has it 'figured out' now will also follow suit.

Thank you for your time,
- Keith

Hi there Keith,

Hope you are well.

Thank you for your kind words and interest in our casino.

We do believe that the only way in how we can get tops is by being honest and giving our players the service which they deserve.

We are working hard at getting around the US legislations which affects everyone and we can tell you that there are a couple of things in the pipeline.

About the deposit and withdrawal pages, these pages are a bit outdated and we are currently updating it to reflect the correct information due to the ever so changing circumstances which the legislations has caused and it should be updated closer to the end of this week with all the relevant information.

EcoCard is an option at the casino for depositing and withdrawal so you can feel free to make use of this option.

In regards to ACH transfers, which are a global occurrence and affect if not all Microgaming casinos, unfortunately we are also affected by this ordeal. But this does not mean that we are not trying our utmost best to get this resolved.

The thing is what allot of players are concerned about, which is understandable, will they get there money.

Your winnings are guaranteed and it is not a case of getting the funds but just when one will get it.

If it means that we need to fly over and give you your funds personally, that is what we will do.

So yes, the processor which was used in February did not work as well as what we hoped for and this caused allot of frustrations and concerns.

We will be the first ones to admit that we've made mistakes if needed but we do believe that the ACH transfer matter has been resolved and for the last month it seems like there has been no issues with the new processor.

The ACH transfer period is 3 to 5 business days.

Just a reminder that you can bypass the 24 hour pending period by getting in contact with us and requesting to flush your account with your winnings which we will gladly do for you.

We do hope that this has answered your questions and feel free to let me know if you have any further concerns.

Best regards
Mario
PlayShare Group Representative.

 

[jinnia]

Hi Jinnia

I responded on the 13th when I got your mail, and today (with the mail attached ), and also pm'ed you on gpwa

All the best

Yes, I received this mornings email and attachment, and I responded right back.

*jinnia

 

[Mario]

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

Hi there Keith,

You are 100% correct in that the soonest you should get your funds is by Friday and the latest should be Tuesday.

From the time what the funds been released from the 24 hour pending period it will take about an additional 24 hours to be processed.

So the funds should reach your bank account within 3 to 5 business days from the processing date.

So this is how it works.

You cash-in and it goes into the reversal period for 24 hours. (Call us and we will flush it for you to bypass this period)

Funds gets released from the reversal period and gets sent to the payment center to do there checks which can be anywhere within 24 hours.

So in actual fact is that this whole process can take up to 48 hours to process your funds and get it sent off.

So all the checks been done the payment center will send the funds to the processing house which will send the funds and this is more than likely where they say the funds are stuck.

It is actually true but there could be and more than likely better answers that just saying the funds are stuck.

So yes this is quite a process and we are looking at maybe moving this whole process in-house which will speed it up.

But that will not happen today or tomorrow but it is on the cards to happen in the near future.

Hope this answers your questions.

Best regards
Mario
PlayShare Group Representative.

 

[Da_Gambla]

Mario -

Thanks for the straight answers, and especially for your time.

Not saying it would happen with your casino, but most times when going through Live Support or Email Support, you get such generic answers. You wonder whether they understood the question..? Are they being vague with an answer on purpose..? This climate is so full of it...

But you were neither generic or vague. You answered my questions spot-on, and so therefore you have won a customer. I will fund an account as soon as I am ready, and we'll see how it goes.

Bryan, thank you for this site. I commend you on providing a Forum experience where the casino reps themselves will show up and speak to us. If not for this exchange between Mario and myself, I most likely would have just sat on the sidelines, for who knows how long?

I'll point out another thing about this website... through a post that started off as a 'negative', a new customer was actually brought in to the casino in question. As a free-thinking individual, I realized that although GM had some issues getting payment to the poster, the poster was also not helping themselves in the first place by being so inflexible regarding the payment vehicle. To clarify, I do believe the poster will be paid, but their inflexibility was certainly part instrumental to the delay. I do hope they submit to you, and collect on the fees from their check cashing place. That would be proper business. At any rate, I am satisfied that GM went further than many of the other casinos to satisfy this customer, and by doing so, have my faith that my account (once established) will be handled with the same care and efforts at communicating.

Thanks for raising the bar. I hope this generates a few other new accounts as well.

Best,
- Keith

 

[jinnia]

Update:

Jon-Jon at G3Partner and Lawrence at Playshare contacted me, and it appears they both had responded to
my first emails to them, for some reason I never received them. They both have taken care of my login issue to.

Thank you!!

 

[Mario]

Hi there Looknolines,

We would like to follow-up with you on withdrawal and if you can please confirm if you've received it as of yet.

Please let us know so that we can resolve this matter for you.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

We would like to follow-up with you on withdrawal and if you can please confirm if you've received it as of yet.

Please let us know so that we can resolve this matter for you.

Best Regards
Mario
PlayShare Group Representative

Hi there Looknolines,

Thank you for getting back to us as per requested it is really appreciated.

I've spoken to our finance department in Gibraltar, where the check was sent from, and they've confirmed that the check was sent on the 6th March and it should be with your shortly. They have asked us to give it a bit more time to see if the check reaches you.

However we are not accepting this and would rather want to cancel this check and send the funds to you in an alternative option as this is taking far to long and there is a possibility that the check wont even reach you.

So can I please ask you to send me your bank account details or if you've got an EcoCard account then those details will be suffice as well.

I know that this is frustrating and I truly understand what this has done to your reputation with the cash check company and if there was anything what I could do to fix that for you I would have gladly done so.

What I have done in the meantime, I've credited your account with $50 and you can go and make use of this funds in the casino software.

Can we please ask you to send us the information as per requested and we will reprocessed the withdrawal of $650 for you to the specified option.

I'm truly sorry for all this frustrations and grieve that this has caused you.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

Hope you are well.

We are pleased to inform you that your withdrawal of $650 was processed and sent to your EcoCard account.

Tracey we are so pleased that we were able to get this matter resolved for you and if you will be so kind as to send us the proof of the charges which you've occurred for this ordeal and we will gladly get those charges reimbursed for you by casino management.

Please note that from now on you will be able to use your EcoCard account for deposits and withdrawals and there should be no further issues in this regards to getting your funds.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

Hope you are well.

We are pleased to inform you that your withdrawal of $650 was processed and sent to your EcoCard account.

Tracey we are so pleased that we were able to get this matter resolved for you and if you will be so kind as to send us the proof of the charges which you've occurred for this ordeal and we will gladly get those charges reimbursed for you by casino management.

Please note that from now on you will be able to use your EcoCard account for deposits and withdrawals and there should be no further issues in this regards to getting your funds.

Best Regards
Mario
PlayShare Group Representative

Hi there Looknolines,

Hope you are well.

I do hope you trip went well.

We just would like to follow-up on this matter with you and confirm that you've received your payment in your EcoCard account.

It will really be appreciated that you get back to us for confirmation of withdrawal receipt.

Best Regards
Mario
PlayShare Group Representative