XXL Casino: Slow pay - No pay ??

[vinylweatherman]

Originally Posted by LOOKAWAYORELSE!

Well vinylweatherman when i have time to read your whole post i will i got to the 1st sentence, And if you had read my post properly you would off know that my withdrawl was by moneybookers. Not neteller lol and i sent a pm to the rep he sent 1 back but i still have not heard from him or the casino.

Also the way i have been treated by xxl club has been appalling and i have every right to tell him he sucks and hes still sucking as he has not sorted it out.

And when he does he will not get any thanks from me as there should off been no problems at all in 1st place.

Yes, I did prattle on about Neteller, while your gripe related to Moneybookers. Both, however, work in a similar way. A while back, there was an "issue" regarding nearly ALL Playtech casinos being unable to process withdrawals back to Neteller, and this has never really been explained, and it smacked more of Neteller deeming Playtech casinos a "high risk account(s)" rather than more mundane "technical issues". The same might be the case with Moneybookers.
There is a peculiarity with the eWallet systems that can lead the casino processor to believe a payment has been properly processed, but in fact fails because the eWallet declines it as the merchant account does not have sufficient funds at the time to cover it. If the merchant account then receives further funds, there is no visible reason for the failure when it comes to conduct an investigation.
My rebuke was nothing to do with me cosying up to XXL Club, but more a warning that going over the top with abusive language, even when seemingly richly deserved from the complainants perspective, tends to make it harder to gain support for the grievance.

Whether Neteller or Moneybookers, processing should be instant, and there is no need to "wait x business days for the credit to reflect........." as would be the case with a credit/debit card, or bank wire. Nearly ALL casinos quote this delay for eWallets, but it is largely bogus, and serves to shift blame from tardy processors to the eWallet.

One calendar month is WAY too long to untangle a failed eWallet payment, normally these should be dealt with during the following working week by the casino's accounts department. Further delay will only serve to fuel the fires of speculation that there might just be something amiss with this Playtech powered casinos, as we recently witnessed with Action Online, which was effectively bust for over 40 days while Playtech seemed to look the other way, claiming to be "waiting for a response", which they never got because it had gone belly up.

If Playtech had shown more interest in the plight of players, they might be trusted more to do "the right thing" when other licencees hit a spot of bother.

As far as I know, only Microgaming have an insurance fund to bail out players from a failed casino, and this does at least make them more wary of underfunded licencees, and it is very rare for an MG casino to go completely bust, as often a "rescue" is arranged that transfers players to a new operator.

If anyone is worried about a casino, take a look at it's events calendar, if it has stopped being updated - that's a bad sign, this is what first made me think that Action Online had indeed gone bust (February promos in April), rather than merely having "technical difficulties" as was claimed by CS (when you could get through). Fortunately, my Action Online account was empty, and had been for years

I don't have any active Playtech accounts, as most seem to have something against the British

[sweiger]

After emailing Frank yet another time, today I got this answer:

"We are in the process to move to another payment processor and we therefore experience major delay in processing players Withdrawals.
At this time I’m also not sure which payment methods will still be available for deposit and cashout.
Let me just assure you that we will honor all payments to our players.

Thank you for your understanding"



Yeah, but what about just paying by check?
And I only got this info because I send him yet another reminder.
Frank hasn't been online here since 2/11.

Wonder how many years this "major delay" will be...

[LOOKAWAY]

Hi sweiger my cashout was approved on the 1st off september 2007 and i still dont have it. I think that if there was an honest problem they would off emailed me and told me up front like and i would off understood that it happens like dont it.

also they boast on there website that they provide a 5 star service to me this is a no star service because they have shown they dont give a smack about there players.

A truely 5 star service would be an up front honest we have a problem with out me having to ask them. A simple automated email telling all cashing out customers theres a problem.

And they dont do that because no one would deposit there until it is fixed and alot more wouldnt in future thinking it would be better playing somewhere with less problems.

[vinylweatherman]

Originally Posted by sweiger

After emailing Frank yet another time, today I got this answer:

"We are in the process to move to another payment processor and we therefore experience major delay in processing players Withdrawals.
At this time I’m also not sure which payment methods will still be available for deposit and cashout.
Let me just assure you that we will honor all payments to our players.

Thank you for your understanding"



Yeah, but what about just paying by check?
And I only got this info because I send him yet another reminder.
Frank hasn't been online here since 2/11.

Wonder how many years this "major delay" will be...

This is not good, Frank should have known this and told players what was happening. It should also have been on the website, so that players could make an informed choice as to whether to deposit or wait till the new processor agreement was in place. This looks like another case of cashflow coming before players. In the current climate, there is no certainty about being able to sort out a new processor quickly, given that many have pulled out due to fears about their exposure to action resulting from UIGEA.
This case is particularly odd, this being a Playtech casino that would not have active US players in any case, thus the usual reason for an unscheduled change of processor is not valid. This certainly looks like a crisis driven change, rather than a planned one, otherwise the departing processor whould have finished up the payments allocated to it, and the withdrawal of the OP was from 1st September, and it took till now to hear there were delays because of a change of processor. This suggests there was trouble all the way back then in late August and early September, and so far nearly two months have passed without a resolution. It seems management wanted to keep quiet about this, as players departing for the period while the new contract was put in place could cause the business to fail.
Since this issue does not involve manouevering around UIGEA, it should be a simple issue to offer players who have been waiting an unacceptable length of time the option to be paid by company cheque, failing this, a definite timescale should be published for ALL players to see, not just those at Casinomeister. This is especially important because of the suggestion that published withdrawal options may not be available under the new contract.

XXL Club must consider the fact that trust has worn rather thin. There have been other casinos that have spun out stories of delays, changes of processor, new procedures, etc. that have actually masked some VERY severe issues. The HippoJo saga started out this way, with players being told there were just technical issues holding up payments, but it turned out there was a full blown crisis that has lead to many players unpaid for 7 months. We have Action Online, having "technical issues" with verifying player IDs, which were nothing more than a stalling tactic to hide the fact they had gone bust and were trying to trade out of a hole by taking more deposits in the hope of paying players and keeping afloat.
Keeping quiet does not help, this will be interpreted in the most negative way imaginable, giving regular updates will help, and the truth will eventually come out, and it would be best for us to see that we were being kept fully informed all along, and not being mislead into believing all would be well soon.

[jetset]

I have to agree with VWM here - as a Playtech operation XXL is not in the US market and therefore the processor excuse (and the lamentable lack of advance warning to players) rings hollow.

That, allied to the bad communications and MIA representative here does suggest, as Vinyl speculates, "cash flow before customers."

Until there is more clarity here I would recommend caution.

[Casinomeister]

I have been in contact with Frank - the casino rep. They are in the midst of relocating.

Also we are moving our complete payment solution away from 800Pay and therefore some withdrawals aren’t process in a timely fashion as 800Pay want to make a clear finale report to pass over the casino accountability to the new service provider.

By the end of the month we should be completely operational and have refunded the new payment methods to process the pending withdrawals.

So a couple of more weeks and you guys should be paid. Fuckin' A!



Let me see what's up with that. Sounds like someone initiated a triple-P. (piss-poor-plan)

[jetset]

LOL - PPP indeed!

This sort of inefficiency irritates me; there's no problem taking the deposits in a flash, but there are hassles and worse, delays (which should have been forseen) when it comes to paying the players.

Surely the professional thing to do would have been emails and a website notice warning that a change of processor was in progress. Things tend to go smoother when companies are just honest and upfront instead of expecting the players to put up with problems not of their making.

Were players front-of-mind when these changes were planned? It doesn't appear so.

[uungy]

Obviously while they change payment processors (which can take up to 4 weeks, while accepting deposits are still going through), they must have gone offline, so thats why there is no response here. But strangely the casino is working fine!

[momolifni]

paying throught neteller is a matter of a mouse click.

why does anyone need a "payment processor" for this simple act?

even if they want outsourcing, when they relocate, they can take an internet connection and send out the payments.....
that complicated?

[vinylweatherman]

Originally Posted by momolifni

paying throught neteller is a matter of a mouse click.

why does anyone need a "payment processor" for this simple act?

even if they want outsourcing, when they relocate, they can take an internet connection and send out the payments.....
that complicated?

This probably only applies to payment through Neteller, they would need a processor for the other methods.
Clearly, this was a planned change, and they knew full well there would be a temporary delay in processing payments while the changeover went ahead. They would also have been told by the new processor how long it would take to get payments going again. Despite this, they opted to deliberately keep players in the dark, or give out generic "technical problem" type excuses to cover this period, the intention clearly was to prevent deposits from drying up for the 4 week period of "limbo". This denied players the choice of holding back from playing till the change was complete, and left players expecting normal service when nothing of the sort was even possible.
This will do PERMANENT damage to the relationship of trust, and that is really all that can be relied upon given the ineffectiveness of a large number of the software providers and licencing juristictions in protecting the interests of the players.
As with the proverbial boy who cried "wolf", the next time that XXLClub hits a technical hitch, which might indeed be a minor 24/48 hour delay, players will be less likely to believe the explanation as they will think "that's what they said last time, and look what really..........."

Take an extreme case, Virtual Group. If they came here, and tried to convince us they had really mended their ways and would behave in the most reputable manner from now on, how many here would believe it!