Issue with Neteller cash-ins unresolved for Months.

[vinylweatherman]

If it was not the Jackpot Factory, and a member of eCogra and recommended on this board I would have done.
I have reached VIP level though, and starting again as a "newbie" at another group would mean going through the process all over again.
I have not heard much in the way of other issues with the group, such as at BelleRock (where I only have one account currently installed, and rarely use it except to keep it alive while they sort out the mess they are in).
I don't believe that it is the Jackpot Factory that is the problem here, it is Inexia, their processing agent, that keeps messing things up. I find the VIP package at JP Factory better than elsewhere, and much better than at Casino Action where I used to do most of my playing. As well over 90% of players are from the USA, I have a feeling that problems specific to very small groups of customers tend to be looked at lower levels in the organisation. My experience over the weekend makes me believe I have finally managed to get this noticed further up the pecking order. The only group I am aware of that has a spotless reputation, and that I have not tried yet, is Trident Lounge, but I am not keen on being told I can't play certain Video Poker games, or that I can't take part in a wager challenge over the weekend if I want my deposit to count for loyalty club offers. I prefer the no Roulette & Craps simplicity of JP Factory, and that you can meet WR on a bonus irrespective of when, and in what tournament, you happen to be meeting it. I don't mind Blackjack being excluded if it allows WR to be kept down to the 3x and 5x levels they have at present. I originally joined this group through Casinomeister on the launch promotion of the Viper platform. I didn't play at the "old" Jackpot Factory last year, as Casino Action had not then imposed the current ruinous terms.

[vinylweatherman]

I received a reply from "Jackpot Factory" on 16th November telling me that this has now finally been resolved.

Today, 24th November it happened again! Withdrawal marked as "Declined" in Neteller statement. Too early to say how difficult or easy it will turn out to get the funds resent.

I believe this problem now to be unresolvable on a permanent basis, and should point out it is specific to this casino group sending funds to a Neteller account in UK Pounds. In theory, only UK players should have this persistent problem, which can affect one in 10 withdrawal runs. UK players should bear this in mind if thinking of using Neteller with this group. I have not come across another group with this problem interacting with a UK Pound Neteller account.

I do have confidence that, in the end, I will always get the funds from Jackpot Factory as I have always got them in the end, and it is free to phone them up & complain each time it happens.

I would be interested if other players from the UK are withdrawing to Neteller in Pounds, and whether or not this process is running smoothly over the long run. This might help identify this problem better as clearly it has not yet been properly identified in the previous fixes.

[vinylweatherman]

I have woken up to a new day of this problem, yes - this is turning into another incompetence marathon. (A mere 3 days so far, the record being 12).

3 apologies, but no funds in Neteller as of last night.
Jackpot Factory rep still to respond to my latest PM on this issue.
Now - a cash-in has been token refunded to my account without explanation (not the one that was causing the problem)

"Jackpot Factory" - PLEASE RESPOND!!!!!!!!

This issue will not "go away" if you don't!

[21kingwu]

I have played at all slots and All Jackpots

cashout 13 times in 4 months , range from $200- $2000, never had a problem

Jackpot Factory should be a decent MG here.

I think you should call the neteller senior managment to look at this issue.

Please keep update this issue.

[vinylweatherman]

I have alreadygone through Neteller, they cannot help. This was even brought up by Andrew Beverage (eCogra) at a meeting with Neteller senior management. Although they told Andrew that they would contact me to attempt a resolution they never did. Andrew expressed surprise, and assured me that the Neteller rep appeared sincere to him at the meeting. Being the weekend, nothing much will happen now.
Jackpot Factory has now replied with another apology, and stated he genuinely believed the problem to have been fixed.

I still have had no attempt to resend the money, but have found the token refund has nothing to do with it. It is due to a bonus sneaking into my account unnoticed as I played, so when I cashed in the system noted an outstanding WR (Double VIP points soon though to complete that WR).

I now have confirmation that the "Administrative Error" is in fact lack of funds in the £Sterling Neteller account at Inexia at the time the processing took place. This is a management issue of putting the cart before the horse. (Transfer sufficient funds THEN process withdrawal requests - that'll work).
I have been assured that this is NOT a reflection of cashflow problems at the group as a whole, but problems in the management of players who reside in the UK and play in £Sterling rather than dollars. 98% of play is in Dollars apparently.
Given the simple nature of this problem (and strange that Neteller could not shed light on it as they should have been able to tell the source account could not make good the transfer - Neteller kept telling me it was internet timeouts, or that Neteller was not used to pay the declined transfer - what class of lackey do they employ on their helpdesk!), I am still irked at the 9 months this has been allowed to carry on for - this should have been taken seriously at the outset, not shoved aside because the UK is such a tiny market. For much of this time they were happy to get the money to me late, stick £100 in my account and say sorry, it won't happen again.
Even if they say changes have been made to prevent this in future, it will take me some time to regain confidence that procedures are in place, and are being followed by Inexia staff, that will prevent this in future.
This will have been affecting all UK players, many of whom probably have never heard of Casinomeister and may well have written off Jackpot Factory as a poor option, and will look to the UK branded stock such as Intercasino and 32Red.
I have not come across another group who were unable to keep enough available in their Neteller to support players in UK £, so I hope that there really is nothing more to this than poor procedures at Inexia.
If anyone is having this trouble with Dollars into Neteller with this group then further investigation is needed - I would certainly worry about underfunding of both Dollar and Pound withdrawals!

[jetset]

Neteller is registered on the Isle of Man and has extensive operations there, and that means that they will fall under the strict and watchful eye of the financial services authorities.

If all else fails, that may be a powerful and effective avenue of complaint, as the IOM takes it's status as an international financial services centre very seriously and the authorities have teeth with which they are prepared to bite.

[vinylweatherman]

Neteller is registered on the Isle of Man and has extensive operations there, and that means that they will fall under the strict and watchful eye of the financial services authorities.

If all else fails, that may be a powerful and effective avenue of complaint, as the IOM takes it's status as an international financial services centre very seriously and the authorities have teeth with which they are prepared to bite.

Yes, I am aware of the FSA, and I have made it clear to Neteller that I am thus aware. This has not got me anywhere though - they take the stand that it is not their problem, and it is up to me to pursue the merchant involved. Neteller have not even been prepared to look into the reasons behind the problems, but have stated scripted responses as fact. It turns out to be a problem with the Neteller account held by the merchant, which is something Neteller should have been able to spot as a reason for issuing the decline themselves. (Declining to allow funds that don't exist to be paid to me). If Neteller had been frank, I would not have had 9 months of flannel from CS at Jackpot Factory as I would have been able to make a substantive assertion that it was their fault for issuing the e-equivalent of a Rubber Check. (Rubber Cheque for those of us here in the UK).

I now have half my money, but still await the rest.
They must now excuse me if I now only deposit just enough to help myself to the "easy" VIP bonuses for the forseeable future till I regain confidence to deposit and play the tournaments and not have to worry about being curtailed by a cock-up with a cash-in preventing me from making the best play. Slotjunkies for me now - but can't get Roxy Palace to work, same infinite loop as the fortune lounge lot.
I may have to go out of circulation and see if a major rebuild of my OS helps, but since my Mum's XP kit has trouble with MG casinos I can't be sure.