Palace Group - payment problems

[Nifty29]

Hi Gang

I'm sharing this in case anyone else is having a similar issue, and to see if it has happened to anyone previously.

I was invited back to play at Piggs Casino last week, and managed to cashout a nice sum on Thursday 17/12 to Neteller.

I sent in my ID and it was all verified, but the 24 pending period finished too late for my withdrawal to be processed on Friday so I had to wait until Monday. Personally I think a 24/7 business should pay cashouts 24/7, but I was happy to wait.

Monday came and went and by Tuesday evening I hadn't received any funds, so I contacted the casino and they told me that 'they tried to send the funds to my Neteller account but it was rejected without any reason given'.

Hmmmm. Very unusual. So I contacted my VIP host at Neteller and they confirmed that no transfer had been attempted by anyone into my account and, therefore, no transfer could have been 'rejected'. I spent quite some time with the VIP rep and they could not locate any such transfer attempt.

So, I went back to the casino and they told me 'we are waiting for feedback from Neteller as to why it was rejected'. I said "OK, well since you still have my funds could you either try sending it again or allow me to withdraw via moneybookers?" The casino said they cannot send my cashout again, nor send it to another method, until they find out the reason why it was rejected.
I said that it made no difference to me what the reason is - I just didn't get the money, so just try and send it again. The casino refused to do so until they heard from Neteller which would be within 24 hours.

So it is now Friday here, more than a week since I cashed out, and I still have no funds.

When I asked them what the holdup is they told me that 'the accounts dept could not get in touch with Neteller to find out the rejection reason'. WTH?? I said "Why doesn't someone call them directly and find out?" , to which they replied "that is the problem - we cannot contact them to resolve the issue".

I'm sorry, but that is a load of cobblers. I called Neteller myself Tuesday and tested it again today - no problem.

Anyway, at the end of the day:

1. They have my funds i.e. they were not successfully sent

2. They will not attempt to send again or allow me to change methods.

The reason why it was rejected should not be holding things up - I understand that they want to know but it makes no difference to me - all I know is that I still don't have any funds after a week.

I really find it very hard to believe that they 'cannot contact' Neteller and that it takes 3+ days and counting to realise that I don't have the funds and re-send it to moneybookers. I also understand they don't want to pay me twice, but if it does happen by some miracle then they have recourse to reverse it (I would send it back anyway but.....trusting players is tough for any casino I guess).

As we all know it is Christmas Eve and if it doesn't get sorted today it will probably be another week, and by then I will be hopping mad.

I've been patient, but a week is ridiculous and there seems to be some form of incompetence (for want of a better word) going on over there is they cannot sort something like this out quickly. I can gaurantee 32Red etc would have sorted it within the hour.

FYI I have contacted the rep 24 hours ago and also asked my Neteller VIP host to contact Palace, so Ive done everything I can - trouble is, I shouldn't have to do the running around for them.

Merry Christmas y'all!

[GGW Laurie]

Someones stalling me thinksSounds like the casino is grasping at straws, I would keep on it and not give up, something just isnt right here imo too!!


Laurie

[Nifty29]

Honestly, these guys are 17 kinds of incompetent.

I have had more interactions today and I have given them one more chance - they said I could get paid to moneybookers but I would have to make a deposit via that method first.

Of course, I stated that it's ridiculous that I would give them more money when they won't pay me what they already owe. I also pointed out that MG casinos can pay to webwallets without a deposit - I have been paid by that group from a free chip that way!

They offered me a cheque. Yeah, I am really going to wait 14 days to get the cheque and 8 weeks for it to clear....it is why I use webwallets in the first place!

The stupid part is that first they say they can't pay until Neteller responds, then they say they can send me a cheque only, then they say they can pay me via moneybookers. So suddenly they don't have to wait for Neteller

Payments state they 'have to find out from neteller that the payment didn't go into my account' - I asked if they had called Neteller to ask? I did it and it took 3 minutes!! No answer to that question

I don't believe it is a deliberate attempt to avoid payment - I believe it is just plain poor service and an unwillingness to actively pursue a problem for a customer.

[mellakka]

Need to warning all... avoid prime casino.
I fighting 10 days to get my cashout out. Last days i was so angry my hand was shacking and really was problem to hold my anger. They lie to me several times telling me different reason for why cant get money today, also after pitboss called me and promis money is before morning in my ewallet, did not receive that or after Operation department called me + same time another pitboss keep telling me money is tomorrow in my wallet. Did not receive. One of the funnyest Lies was, They cant send money to my moneybookers because "payment processor chip" is broken and they need to fix that.... wtf

[Webzcas]

I don't believe it is a deliberate attempt to avoid payment - I believe it is just plain poor service and an unwillingness to actively pursue a problem for a customer.

Yep more than likely, unfortunately for you. Perhaps they already have their main staff on christmas holidays. I am not a big fan of the Palace Group, but that is purely from an affiliate viewpoint. You will get paid that I am sure, just a case of finding a person in support there, who knows what they are doing.

FWIW, they won't wire me my affiliate commissions either, never ever have. I always get a cheque.

Hence with my bad experiences with them from an affiliate view point, they get pretty much near zero exposure now on my sites.

I am sure you will get paid, but to hurry it along, you might want to give Max a heads up through the PAB system. A well placed rocket up ones backside, can do wonders sometimes.

[Nifty29]

Thanks Webzcas

I feel bad doing a PAB but I can see this dragging on for weeks if I don't do something.

I wouldn't expect Max to do anything until after Christmas so I might wait until next week.

It's still astounding that they cannot just either try to re-send the neteller money or send it via moneybookers. Very simple IMO.

[maxd]

I feel bad doing a PAB ... I wouldn't expect Max to do anything until after Christmas ....

Webzcas has it right: PAB ASAP and I'll have it submitted before noon. Or within a few hours of receiving it, whichever comes first.

Don't forget to read the Pitch-A-Bitch FAQ.

[Nifty29]

I've been told they are going to pay me via moneybookers today.

If I don't see any moola tomorrow I will PAB

Thanks for the help gang!

[Nifty29]

I was just paid via moneybookers.

Finally!

[vinylweatherman]

I was just paid via moneybookers.

Finally!

Persistence pays off in many cases. So many "can't be done" situations become "can be done" when you keep at it.

I have had a similar situation before, with Neteller saying "can't contact merchant", and merchant saying "can't contact Neteller". I found that the oil of eCogra proved to be an EXCELLENT lubricant for the rusted lines of communication


It seems that the CHRISTMAS break has had effects BEYOND the days that are SUPPOSED to be non-working ones.