actiononline are bouncing me around

[siegfriedB]

I made a withdrawal of 990 euros from actiononline casino on March 18th. It didn't arrive to neteller and I heard nothing from them, so I thought I'd get in touch. I went to their website and read the following:

1) Live Chat: You can contact us from the Casino Lobby where you will find a link to our Live Chat.

Well this just isn't true, there's no link to livechat in the casino lobby, or on their website.

So I thought I'd send them an email, and found the email addresses on the support page on their website. I sent them an email to customerservice@actiononline.com. Two days later it bounced back to me. So then I sent an email to cashier@actiononlinecasino.com. Two days later that bounced back too.

So I thought I'd phone them on the numbers on their website. As I don't live in the USA I couldn't use the toll free number, so I had to dial this:

Countries not listed above please dial 1-632-756-7866 for phone and 1-632-756-7867 for fax . Toll charges apply.

It didn't work. I tried dialing it without the "1" and ended up at a recorded message saying I'd reached actiononlinecasino. It repeated itself three times and hung up on me.

I kept trying over the next few days and finally got through to somebody who told me my withdrawal had been returned to my casino account because I hadn't sent ID documents, and that I should send them to support@ actiononline.com.

No problem, I scanned my ID and sent it to that address. Two days later it bounced back to me. I tried sending from a different email address / domain, 2 days later it bounced back there too.

I phoned today and asked the CS guy, Ryan, to send me an email, which he did, and to stay on the line while I replied to it, attaching my documents. I received his email, clicked on reply and sent my documents back. He said it didn't arrive, although my email program (yahoo) said it had been sent. I'm expecting it to bounce back in a couple of days.

Ryan said I could fax my documents to 1 268 481 2254. I tried, and it rang at their end, but never picked up. I phoned again, and was told their international fax number is 632 756 7867. I have just tried faxing my documents to that number 4 times, and have had two "no reply"s and two "communication error" fax reports back.

It is now six weeks since I made my withdrawal. The current position is that they will not process my withdrawal until they receive my documents, but every email I send is bounced back and their fax machines don't work. (They also advertise a livechat feature that doesn't exist, and you have to be very lucky to get them on the phone, to be told again to send your documents by email or fax … ). The result is that I can't get my documents to them (which I see as their fault, how about an email address / fax number that works?), which they are using as a reason not to pay me.

actiononline.com are Playtech, and don't seem to have a rep here. I would be very grateful for any suggestions on how to proceed. If anyone would like to test sending emails to this casino and finds an address that works / doesn't bounce back 2-3 days later I'd be interested in that too. A few more bounces would confirm that it's not just me, but a problem with the casino, because I've never had a problem like this before.

[pangloss]

I have suffered from the identical problem. Send in the ID but the email is repeatedly bounced. I strongly suspect that it is a deliberate ploy by the Casino in order not to pay out what is due.

Over a week ago I lodged a complaint with PlayTech direct and was assigned Adam Ehrlich Marketing manager to look after my concerns with ActionOnline.

He promised to contact the Casino but he has yet to get back to me and I am guessing even he is having troubles in making human contact with this organisation.

This tactic of requesting ID and blocking emails is tantamount to "No Pay" and players (and affiliates) should be forewarned.


...

[Pinababy69]

What a bloody nightmare. I'm sure I'd have no hair left by now. Hope it gets sorted for both of you.

[siegfriedB]

Thanks for the reply pangloss, it's good to have my suspicions confirmed that it's not just me, although I'm sorry you're affected by it too.

I've just complained to Playtech too.

Could everyone who reads this thread try to email actiononline.com at the email addresses on their website? That would be a great experiment if people could find the time. The emails normally look like they've been sent ok, then come bouncing back two days later.

[vinylweatherman]

Do they bounce due to the address not existing or due to the server blocking them for some reason.

You could try sending them as plain text (the old fashioned way) rather than the more common HTML.

[siegfriedB]

This is what I get:

Hi. This is the qmail-send program at yahoo.com.
I'm afraid I wasn't able to deliver your message to the following
addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<support@actiononline.com>:
Connected to 68.77.209.187 but connection died. (#4.4.2)
I'm not going to try again; this message has been in the queue too
long.

I just send a very short text message with documents attached. Emails without documents attached bounce too. Give it a try

And it's not a yahoo thing, it happened when I sent from my own domain too.

[Swede]

siegfried,

I managed to get an email through to support@actiononline.com, perhaps I can relay yours if you want.

[siegfriedB]

Thanks for the offer Swede, I appreciate it, but to be honest I don't think it's an ideal solution - I'd like to be able to send my documents to actiononline directly, and having given them the benefit of the doubt and tried my best for 6 weeks, I think it's time for some kind of response / solution from them.

I tried the fax machine again this morning with no luck, and have just sent my documents to support@actiononline.com again. According to microsoft outlook they were sent no problem, but I've had that before and two days later the email bounced back to me.

Out of interest, when you say you managed to get an email through, do you mean that they sent you a reply acknowledging receipt? Anything less than that doesn't mean the email got through in my experience.

[vinylweatherman]

Looks like their server cannot hold a connection. This may mean that some E-mails can get through, but others don't. If your postmaster is not set to notify of a failed delivery you will never know.

They will find it far harder to explain away the problems with their fax machine though, this is down to then choosing not to make it available to receive documents.

I have an account there, but it is very old, and I never managed to cash out. I then heard they might be a bit "rogue", so never bothered looking at them again.

[vinylweatherman]

OK, just had a look and I think something's up.


Just look at the "latest promos".

Money Back Monday Terms

To qualify you must deposit a minimum of $100 (£60/€60) on any Monday in February 2007.
Play any of our richly detailed authentic games.
Should the dealer get lucky, we'll credit you 10% of your losses back as a Bonus!
In the interest of fair gaming, you must wager your bonus at least thirty (30) times before cashing out.
Bonus elligibilty will be verified by our promotions team and given within 24 hours of time of game session.

Another part of the site shows the list of new player and preferred method promotions for SEPTEMBER


The site also bears a snail mail address, and it might be an idea to write to them sending copies of the documents if you don't get any further with the E-mails and faxes. It might be a risk sending this info abroad, but probably no more so than sending them in an E-mail.

Action Online Services, Inc.
P.O Box W1015
Woods Centre
St. John's, Antigua,
W.I

Casinos whose website promotions do not update are often in a bit of trouble, and no longer actively running promotions. The fact that their "real" address is no more than a PO Box number aint too good either.

Is there a live chat from within the software?