[RESOLVED] CASINOSHARE.COM - Withdrawal Problems

[yankee14]

Hey all,

I'm new to this forum but have a problem that many of you have probably had in the past at some point although not necessarily with this casino.

I wont go into all the boring detail about why I joined this casino but state my problem and see if anybody has had the same with these people and if it gets resolved.

I basically requested a withdrawal and got it approved by someone in livechat dated 19/2. Spoke to helpdesk peeps a couple of times and got confirmation it was processed 25/2 and should expect 3 days to clear back to my credit card.

1/4 came and nothing in so I called again and they said the operator was wrong and its 3-6 days to clear. Waited until yesterday and the preverbial hit the fan.

Still no refund back onto my card despite numerous statements by them saying it was going to be repaid. Said they were confused why it wasnt showing, as it had been paid according to them on 25/2, and asked me to send my statement to prove funds werent on it.

So I sent an extract of the statement via email. They received it and said they couldnt act on it because they need to get a non receival of funds notice from my card issuer before they can escalate and investigate it further!!!

Spoke to my card issuer and they said any refunds back onto a credit card can take anything up to 31 days. Therefore I have to call them back 20/3 to start the escalation as they call it.

Although what more can casinoshare do if they do receive the confirmation from card issuer saying money not recd. Surely they can see on their own bank statement whether it has been paid or not and surely they can see where its went.

During my livechat with the unlucky lady I requested she show me proof it had been paid, just like I did to show it hadnt. An email was sent to me and it was basically a screeshot showing date of request and date of process with a payment id etc.

Well thats my gripe over. Has anyone else had this trouble with casinoshare? If so was it resolved eventually?

Also, is this likely to be a ploy for me to forget about the money or even just say to them to reverse it, to keep me playing

Thanx for help in advance

P.S Amount is only £50, but its the principal

[uungy]

It may have come back from playshare or some other company, who proccess their withdrawals. Check for any refund or payment for 50 in the last week or so, since the 26th

Playshare are a reliable place and wouldnt worry too much.

[yankee14]

Hey uungy

Cheers for the reply

I got the card on my internet banking and trust me, ive been checking every day for the last week lol.

I see the initial deposit coming off fine but the refund back onto it still isnt there, and both were done on the same day!!!

It just annoys me when they say I'm going to get my money, but they can't tell me when. I know that its gonna come the 20/3 and I'm gonna have to start the process all over again.

[Mario]

Hey all,

I'm new to this forum but have a problem that many of you have probably had in the past at some point although not necessarily with this casino.

I wont go into all the boring detail about why I joined this casino but state my problem and see if anybody has had the same with these people and if it gets resolved.

I basically requested a withdrawal and got it approved by someone in livechat dated 19/2. Spoke to helpdesk peeps a couple of times and got confirmation it was processed 25/2 and should expect 3 days to clear back to my credit card.

1/4 came and nothing in so I called again and they said the operator was wrong and its 3-6 days to clear. Waited until yesterday and the preverbial hit the fan.

Still no refund back onto my card despite numerous statements by them saying it was going to be repaid. Said they were confused why it wasnt showing, as it had been paid according to them on 25/2, and asked me to send my statement to prove funds werent on it.

So I sent an extract of the statement via email. They received it and said they couldnt act on it because they need to get a non receival of funds notice from my card issuer before they can escalate and investigate it further!!!

Spoke to my card issuer and they said any refunds back onto a credit card can take anything up to 31 days. Therefore I have to call them back 20/3 to start the escalation as they call it.

Although what more can casinoshare do if they do receive the confirmation from card issuer saying money not recd. Surely they can see on their own bank statement whether it has been paid or not and surely they can see where its went.

During my livechat with the unlucky lady I requested she show me proof it had been paid, just like I did to show it hadnt. An email was sent to me and it was basically a screeshot showing date of request and date of process with a payment id etc.

Well thats my gripe over. Has anyone else had this trouble with casinoshare? If so was it resolved eventually?

Also, is this likely to be a ploy for me to forget about the money or even just say to them to reverse it, to keep me playing

Thanx for help in advance

P.S Amount is only £50, but its the principal

Hi yankee14,

I am sorry to hear that you've had such an ordeal with regards to your withdrawal and would like to ensure you that we will gladly look into the matter for you.

In regards to the card issuer saying that refunds takes 31 days can't be correct as any OCT withdrawal will take about 5 business days.

Please note that these time frames are estimates as it is usually quicker than this. I do believe that they are actually referring to a rejection which could sometimes take about two weeks.

However so far I can only make speculations and without all the facts at hand I am not actually able to comment any further in this regards.

But please do forward your details onto me either via PM or just by emailing on the email address at the bottom.

It will be my honor to look into this matter for you.

We always strive to ensure that our players experience is a more enjoyable one and thus issues like these we do take seriously.

Hope to hear from you soon in order to get this matter resolved.

Best regards
Mario

[yankee14]

Hi all,

Just a quick update.

As you can see Mario has jumped into help so thats appreciated and has speeded things up.

Quick query tho. He said that the processors of payts require a non receipt of funds letter from the bank before they can act and investigate.

Spoke to VISA people and they say they dont do that for credit cards, only debit cards that obviously goes str8 into bank account.

Anybody ever had this kinda problem? Also, how hard can it be to see if a £50 payment has came out of the casino operators bank and been paid back onto my credit card?

Any thoughts?

Cheers

[yankee14]

Hi all,

Another point. I am getting nowhere fast here.

They keep asking for a letter from my bank confirming non receipt of funds, but why ask for that when I made my deposit and withdrawal through my VISA credit card?

Also now since Ive spoken to VISA and they have talked about a chargeback, as soon as I mentioned this to Mario they locked my account and said that this is not the way to go.

What am i supposed to do? They ask for a bank letter when its nothing to do with the bank.

Any1 else had probs like this?

[vinylweatherman]

Hi all,

Another point. I am getting nowhere fast here.

They keep asking for a letter from my bank confirming non receipt of funds, but why ask for that when I made my deposit and withdrawal through my VISA credit card?

Also now since Ive spoken to VISA and they have talked about a chargeback, as soon as I mentioned this to Mario they locked my account and said that this is not the way to go.

What am i supposed to do? They ask for a bank letter when its nothing to do with the bank.

Any1 else had probs like this?

Mario had better pull his finger out on this one, this is a "catch22" situation, and VISA INTERNATIONAL are better at "playing chicken" than one of it's merchants. VISA make the rules, and if THEY say that "chargeback" is the way they want to proceed, and simply do not do "letters of non receipt", this is what will happen if this player continues to push VISA for the "letter of non-receipt". This will also trigger an "adverse merchant report" to be recorded with VISA International (I know, I once contacted them about a merchant "being difficult", but not to the extent where a chargeback was needed (the "merchant" being Winward Casino demanding to have my CCV number on my card image - VISA said it was OK, but then offered me the option of recording an adverse merchant report).

Rather than going for a chargeback, I suggest making an "adverse merchant report" because the merchant INTENDED to make the payment, believe they have done so, but will not take the correct action as expected by VISA in resolving it.
This WILL be resolved in the end, as non-receipt can be shown by sending in an image of the monthly statement of the expected date of credit (5 days or so after sent by the processor), and an image of the following statement showing that even after 31 days the credit has not turned up. The drawback, of course, is that this player will have NOTHING done about this problem for up to the following 2 MONTHS before it finally being cleared up, and Mario will have lost a customer, probably for good.

Casinos have to realise that VISA is NOT A BANK, they DO NOT operate in the same way, and therefore will not respond to verification requests of non receipt, incorrect transactions etc in the same manner that a bank will, even though VISA cards themselves are issued through the banks to the customers. It is possible to have a credit card MANAGED by one of the banks, yet not be a customer of said bank, and therefore will not have a branch whose manager would deal with this by sending the letters of verification as desired by Casinoshare.

The cause of this is probably a technical error that has caused the funds to end up in a "black hole", rather than being forwarded to the recipient. This could be as simple as a typo, or could be a transaction "time out" that has not been picked up by the processor. We have pretty much ALL experienced this with Neteller timeouts and MG casinos, and in the past this was such a big issue it caused all kinds of problems with trust, and did sometimes create a "catch22" where casinos could not resolve it, and Neteller just kept telling IT'S customers that is was UP TO THE CASINO (merchant) to resolve it, as the transfer had gone through fine at their end.

Credit card companies simply do not trust online gambling in general. I have found that nearly every time I use one of my cards for this purpose I get a call from the fraud department asking me to verify that I made the transaction, and if I don't answer the phone there and then my card is locked from transacting any type of online transaction till I verify the first.
My other card will occasionally send me a letter asking me to check the transaction, and if not down to me to contact them, and they will indeed not mess around, but will most likely offer to chargeback the transaction, and lock my card and issue a new number to me, as they will consider it compromised. I have found that this is triggered by casinos that suddenly change processor mid stream during a series of transactions, and where this processor is billed as being from outside the UK.

[yankee14]

Thanx for the reply. Let me reply bit by bit.

Firstly, I do not know about correct terms and how to go about getting money back in these cases. This is the first time this has happened as I dont play them often.

Secondly, the image of the statement before and after alleged process date. Already been done and considered not good enough by the processing company OCT apparently.

I have been back and forth with Mario about this and its just keeps coming back to the "get a letter from the bank" crap.

Also, I asked to get confirmation from the processor on what card number was the withdrawal paid to and they couldnt give that info. Got a screenshot showing the withdrawal but only shows first 4 and last 4 digits.

The processing company are trying to claim that the money is in VISA suspense accounts.

Also, in my emails with Mario, OCT are saying the funds have been paid but not as yet rejected. So VISA can reject a payt from an online casino? I wouldnt have thought a £50 withdrawal would get rejected!!!!

Anyhow, just checked and my account has been locked. Just 15 minutes after he gave me a little bonus to play with to compensate for all the hassle.

I think we are past the stage of an adverse merchant report.

Also, if I go ahead with chargeback then I am banned from all Microgaming casinos according to Mario.

At the end of the day, if I am able to produce proof with images of last statement and current statement, shouldnt that be enough for them see that the funds havent been paid.

The very fact that they wont look at this option makes it obvious they have no intention of paying the funds back.

Thoughts please, good or bad

[yankee14]

Just so as I'm not being all negative about Casinoshare, just went into livechat and they have unlocked my account.

The bonus Mario gave me earlier, I now have that at £40 cash and £20 bonus. Do I withdraw the £40 and lose my bonus or do I continue playing?

Hmmmmmmm

[yankee14]

OK, decided to withdraw. Surely if the last one was a one off then this one should go through ok.

I have taken screenshots before withdrawal and after for proof in case anything happens with this one.