Grand Banks Casino won't pay me...

[crazee4win]

Back on July 5th, 2005 I received an email with a free $15 chip from Grand Banks Casino (a Playtech casino that's on the "under observation" list here). I played and played, then played some more on that chip. When I had built up a few hundred dollars I contacted live support (Kate) and asked if I had met the playthrough requirements in order to cash out, and if it was okay to do so. Kate told me I had more than met the requirements, go ahead and withdrawal, and congrats. So I cashed in $300 using MoneyBookers (they won't send you a check unless you cash in over $10,000 apparently) and played on the rest for a while. I received an email shortly after congratulating me on my win and that it would be processed soon, giving me a reference number in case I had any questions.

After a week or so my withdrawal was still pending so I started asking live support about it. I always got the same answer - "I don't know what the hold up is, I'll contact our financial manager and find out and you will be paid soon." After a few weeks of the same answer I started emailing and calling them. Calling was useless, they never answered the phone except once, and I got the same reply as with live support. This financial manager doesn't seem to really exist. Emails went unanswered for the most part, but I did receive one reply that promised me that I would be paid on September 22nd. Today is November 8th and I still have not received my money.

I was told on several occasions that if I had a Neteller account that I would have been paid by now, which I just don't get - Moneybookers is also real time so why does it take months and months longer? I even sent them a couple of bills through moneybookers so all they had to do was click with the mouse and pay me!! I actually emailed them and asked if they would put it in my sister's neteller account since they seem to insist on paying me that way knowing full well I don't have an account there but they didn't respond. I attempted to contact the Playtech people with this problem from the link in the Pitch-a-Bitch section and have received no response from them either. It's only $300 but I won it fair and square and followed all the rules, Grand Banks should pay me!

Funny thing is, I tend to spend lots of money at casinos that I've won at in the past, so Grand Banks has probably lost more than the piddly $300 by not paying me because they would certainly have gained that all back, plus some, if they would have just paid me or even given me a reason (any reason!) why they won't.

[suzecat]

Many casinos just hate to pay out winnings on free chips! After all, they gave you free money and then you won more! Did you check the T&C for free chips? There is often a max cashout applied to free money. Don't know if that is the case here, but it is often the case with free chips.

[crazee4win]

Yes, I checked the T&C's and even spoke to their support just to make sure I was correct. She said I could cash out ten grand if I wanted to - too good to be true maybe. I'm still giving the Playtech people time to get back with me on this, it's been a couple of days since I contacted them, but I'm sure there is quite a line I'm at the end of, so I'm holding on to a glimmer of hope that someone will step up to the plate and do the right thing there.

[Dirk Diggler]

Make sure you pitch a bitch as well if you haven't already.

These rogues have been trying to get in to Bryan's good books lately so he should have a fairly high point of contact with them.

[schankwart]

Just to be fair... I have been paid my withdrawals struggle-free so far.
They seem to be paying me slow but are on track.
It will be interesting to see how the other cases here are going to get resolved. -At least I am not able to complain about anything so far at all and I am hoping that this Casino is now going to turn into a better one now!
Time sure will tell.

[crazee4win]

I feel as if they simply don't want to pay out on a free chip, even though they have assured me for MONTHS that I would be paid, but hey, I won it fair and square and certainly have not abused their T&C's or freebies because I'm pretty sure that's the only one they've ever given me. We'll see. I intend to Pitch a Bitch but I wanted to give the Playtech people ample time to reply to the email I sent them last week. Their form said to give them 72 hours and it has been more than that, but I'll give them till next week just to feel like I'm giving them a chance to step up.

[UndeadCretin]

I have been waiting for a neteller withdrawal since 10th October, which hasn't been paid. Its only for £72, but my emails are ignored and live chat always say the same thing "back log" "check next week" "only the finance manager can do anything". I am sick of chasing them for this, is there anything else I can do?

[crazee4win]

That's horrible that they can't even seem to pay out the smaller amounts like ours. Wonder what they do with the large wins???

I started by contacting Playtech - go to http://www.playtech.com/ and click on contacts and player inquiries for a web form. It says they will get back with you within 72 hours but it's been over a week for me and I haven't even gotten an autoresponse. My next step is to Pitch a Bitch here at Casinomeister and hope that Bryan has more influence with them than I do.

Personally, I don't think this "financial manager" actually exists, but he sure does seem to be their excuse every time.

[suzecat]

That's horrible that they can't even seem to pay out the smaller amounts like ours. Wonder what they do with the large wins???

I started by contacting Playtech - go to http://www.playtech.com/ and click on contacts and player inquiries for a web form. It says they will get back with you within 72 hours but it's been over a week for me and I haven't even gotten an autoresponse. My next step is to Pitch a Bitch here at Casinomeister and hope that Bryan has more influence with them than I do.

Personally, I don't think this "financial manager" actually exists, but he sure does seem to be their excuse every time.

If you are waiting for a Neteller payout, you may indeed be in line with lots of other folks. A casino can only payout money by Neteller that actually exists in their Neteller account. Perhaps the "Financial Manager" is waiting for some Neteller deposits to hit so s/he can pay those Neteller payments! I remember back a few months ago I noticed the payout I had been waiting for showed up in my Neteller account, but was shown as "declined." I chatted with Neteller and found they cannot decline transactions from a casino to a customer EXCEPT if the casino's account did not have sufficient funds for the transfer to take place. That's not to say the casino is broke; just to say their Neteller deposits are lacking.

[crazee4win]

If you are waiting for a Neteller payout, you may indeed be in line with lots of other folks. A casino can only payout money by Neteller that actually exists in their Neteller account. Perhaps the "Financial Manager" is waiting for some Neteller deposits to hit so s/he can pay those Neteller payments! I remember back a few months ago I noticed the payout I had been waiting for showed up in my Neteller account, but was shown as "declined." I chatted with Neteller and found they cannot decline transactions from a casino to a customer EXCEPT if the casino's account did not have sufficient funds for the transfer to take place. That's not to say the casino is broke; just to say their Neteller deposits are lacking.

My withdrawal is with Moneybookers, but they continue to tell me that if I had a Neteller account I would have been paid already, so maybe they have funds there but not in their Moneybooker's acct., but since July?? C'mon, they've had plenty of time to transfer the funds between accounts if that's the case so I don't buy that excuse. I could understand if it were a week or two delay for the transfers to hit. They could, if nothing else, be honest with me, or even communicate with me in some form - which they only do once every blue moon. At any rate, it's only $300 and there is no excuse for them to have a five + month delay! They simply don't want to pay me and I fully intend to bug the crap out of them in every way I can until they decide to step up and do something.