OMG - PLEASE Help!

**LetsGoBowl** · 2nd March 2006, 04:43 AM

I called Crystal Palace Casino again about 10 minutes ago and asked for the accounts department, spoke with the CSR who as it turns out, recognized me just by me saying "hi, i called in earlier and asked to speak with your accounts department". He told me to call in an hour since the department was "out to lunch".

I just tried to log into my account and I can't even enter any information in to log on. All I can do is click on the "exit" button... I'm freaking out! Does anyone know what is going on?!?!? Thanks

**bpb** · 2nd March 2006, 04:51 AM

Originally Posted by jess38288

I called Crystal Palace Casino again about 10 minutes ago and asked for the accounts department, spoke with the CSR who as it turns out, recognized me just by me saying "hi, i called in earlier and asked to speak with your accounts department". He told me to call in an hour since the department was "out to lunch".

I just tried to log into my account and I can't even enter any information in to log on. All I can do is click on the "exit" button... I'm freaking out! Does anyone know what is going on?!?!? Thanks

This happens occasionally at RTG casinos. I think its an issue with the casino software on your machine communicating with the RTG servers. It's probably an issue at their end, and will resolve itself shortly.

This is not a case of Crystal Palace closing or locking your account. If this was the case, you would receive a message stating this after entering your username and password.

**Pinababy69** · 2nd March 2006, 04:53 AM

First of all, take a deep breath and relax. We need a few more details....do you have a cashout pending? Do you have deposited funds in there? Why were you calling the accounts department? And it sounds more like their servers are down, rather than being locked out. If you're locked out of a casino, it will allow you to attempt a login, and then a message will come up saying you are not allowed to login, please contact customer service.

**LetsGoBowl** · 2nd March 2006, 05:00 AM

Well, my story is on another thread: http://www.casinomeister.com/forums/...crystal+palace

In short: Yes, I have a cashout pending ($2,250 which $1,800 is my own $). I was calling the "accounts dept" because the CSR who answers the phone every single time I call told me to call and ask for that department (which I never get when I call). Tonight he told me to call back in an hour. I called the support # when I couldn't log on after trying a few times and (I swear) when he got on the phone after trying again, my username popped up. I put in my password and it froze so I shut it down. Now the same thing. I'm trying to take it easy and wait another 30 min before I call those guys and ask for their "accounts dept".

I couldn't begin to tell you how unhappy I am - cashed out on Feb 16th, not a dime in my account, the runaround with the CSR, can't log on, no such thing as an "accounts dept", and bad reviews from every person on this site about Crystal Palace. Kill me now

Originally Posted by Pinababy69

First of all, take a deep breath and relax. We need a few more details....do you have a cashout pending? Do you have deposited funds in there? Why were you calling the accounts department? And it sounds more like their servers are down, rather than being locked out. If you're locked out of a casino, it will allow you to attempt a login, and then a message will come up saying you are not allowed to login, please contact customer service.

**Pinababy69** · 2nd March 2006, 05:09 AM

and bad reviews from every person on this site about Crystal Palace.

Sorry Jess, I didn't know you had a complaint pending already. And yes, when I saw the name Crystal Palace, alarm bells went off. I didn't wanna give you that bad news just yet though. I'm gonna go read your other thread now.

**Pinababy69** · 2nd March 2006, 05:12 AM

Sorry, I forgot to add that Oliver Curran is on the forum right now, sitting there at the bottom. Not sure if it will do any good, but have you tried PM'ing him? Here's the link.

http://www.casinomeister.com/forums/...er_curran.html

And lo and behold, he is actually reading this thread at this moment. How about it Mr. Curran? Any assistance maybe for this member?

**OliverCurran** · 2nd March 2006, 05:17 AM

Hi Jess38288

Please don't be concerned about your withdrawal or your account. It is not locked, simply RTG doing some upgrades at present which means that it may be a little slow logging into your account right now. If you give it a few minutes then you will be able to access your account.

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.

If you have any further queries, please feel free to contact us again on 1800 824 3175.

Best wishes
Oliver Curran

**Pinababy69** · 2nd March 2006, 05:22 AM

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

That is very true...standard practice for most if not all casinos. It's happened to me so I know.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.

Excellent news!!! Let us know Jess if all goes smooth.

And I will probably get ripped for this, but

to Oliver Curran for at least posting a reply.

**LetsGoBowl** · 2nd March 2006, 05:25 AM

Oliver,

I understand when funds need to clear. I don't know by what system you go by, whether it takes 1 week after the funds are requested for withdrawal or 1 week after the 4 to 7 business days.

Fact is, Crystal Palace doesn't have bad games or bad customer support, but there seems to be an issue with the cash out times. I have called customer support several times, but to no avail. I was going to call in about 10 minutes actually, but since you have told me that you will be processing the withdrawal today, I feel no need to call until tomorrow if it is not processed. I sent you a private message regarding this matter. In any event, thank you for your response.

I'LL KEEP EVERYONE POSTED TOMORROW - AND THANK YOU FOR ALL YOUR HELP, GUYS!

Jessica

Originally Posted by oliver_curran

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.

Best wishes
Oliver Curran

**suzecat** · 2nd March 2006, 07:52 AM

Originally Posted by Pinababy69

And I will probably get ripped for this, but

to Oliver Curran for at least posting a reply.

Pinababy: ripped at the CM Forum? Say it ain't so!

I have heard recently that many RTGs are making adjustments and cleaning up their act, so to speak. I will second your

to Oliver Curran for coming here into the fire and for, well, just showing up and being seen. It is a good start.

Jess: I was playing at a different RTG the other day and made a deposit which did not show up in my account.

I logged out and tried to log back in only to find that my account had been locked! OK to freak at this point?

Contacted live chat and found it was a problem on their servers and after just a few minutes, I was able to log in and the money was in my account. This problem is RTG specific due to server upgrades. No need to freak. Hope you see your cash tomorrow!