- Joined
- Nov 24, 2013
- Location
- Canada
I don't know where to start.
I will not name the casino, since that is against the rules, however I did email the rep, who has been active in the forums yet so far has ignored my message to them completely and will not reply. I cannot proceed to PAB since the rep is dodging the issue.
Yesterday I deposited $35 and then $50. After the first deposit, I noticed that my E-wallet did not go down in balance. I immediately confirmed with CS that the deposit went through, and I checked and two confirmation emails came though directly from the casino with authorization #'s and everything. The chat rep also emailed me directly at my request confirming everything was fine with the deposits and that I am able to play as normal.
Cs repeatedly told me to go ahead and play, that the deposits went through fine. I even got an email just now telling me the free spins I got from making those deposits were ready on my account. Since the balance did not go down in my E-wallet, I contacted ecopayz and this is what they had to say:
Thank you for contacting the ecoPayz Team!
Please be informed that there is a temporary technical error on the merchant’s end. We have already contacted the merchant in this regard.
Meanwhile, you may purchase with other ecoPayz accepting merchants.
We are sorry for the inconveniences this may cause and thank you for your patience.
Please feel free to contact us should you require any further assistance.
Of course I immediately let CS know, and they said again, not to worry.
I won a nice amount of these 2 deposits, and now the casino not only refuses to pay me, they also refuse to communicate with me after reassuring me that my withdrawal would be processed like normal. I have been waiting 24 hours for any supervisor to call me or email me, and this request has gone ignored. Again today they say there is no one I can speak with, and they are "investigating" and to wait a couple of days. This casino approves withdrawals within 2 hours, they pride themselves on it, yet in this case they don't give a hoot. They are acting totally rogue IMO. All they keep repeating is that there is a problem with Ecopayz, and they need to wait, however this is only affecting MY account, and everything else and everyone else is business as usual. Seems they have simply moved on and are hoping I will just go away.
How would you proceed? Any advice is greatly appreciated. All I want is to have a conversation with a supervisor, and to have the casino live up to it's commitments to me which are well documented in chats and an email confirming my deposits went through and the withdrawal was valid. They keep promising me they will email me an update and have a supervisor contact me, and that NEVER happens. They never email. They just let days and weeks go by, speaking from past experience with 2 other issues had at said casino.
This would all be a non-issue if the casino had the courtesy and respect to include the customer in the resolution process and be working towards resolution, however with no supervisor ever on staff, and a rep unwilling to address the matter, and zero resolution on the horizon.... what option do I have but to post here and vent?
I will not name the casino, since that is against the rules, however I did email the rep, who has been active in the forums yet so far has ignored my message to them completely and will not reply. I cannot proceed to PAB since the rep is dodging the issue.
Yesterday I deposited $35 and then $50. After the first deposit, I noticed that my E-wallet did not go down in balance. I immediately confirmed with CS that the deposit went through, and I checked and two confirmation emails came though directly from the casino with authorization #'s and everything. The chat rep also emailed me directly at my request confirming everything was fine with the deposits and that I am able to play as normal.
Cs repeatedly told me to go ahead and play, that the deposits went through fine. I even got an email just now telling me the free spins I got from making those deposits were ready on my account. Since the balance did not go down in my E-wallet, I contacted ecopayz and this is what they had to say:
Thank you for contacting the ecoPayz Team!
Please be informed that there is a temporary technical error on the merchant’s end. We have already contacted the merchant in this regard.
Meanwhile, you may purchase with other ecoPayz accepting merchants.
We are sorry for the inconveniences this may cause and thank you for your patience.
Please feel free to contact us should you require any further assistance.
Of course I immediately let CS know, and they said again, not to worry.
I won a nice amount of these 2 deposits, and now the casino not only refuses to pay me, they also refuse to communicate with me after reassuring me that my withdrawal would be processed like normal. I have been waiting 24 hours for any supervisor to call me or email me, and this request has gone ignored. Again today they say there is no one I can speak with, and they are "investigating" and to wait a couple of days. This casino approves withdrawals within 2 hours, they pride themselves on it, yet in this case they don't give a hoot. They are acting totally rogue IMO. All they keep repeating is that there is a problem with Ecopayz, and they need to wait, however this is only affecting MY account, and everything else and everyone else is business as usual. Seems they have simply moved on and are hoping I will just go away.
How would you proceed? Any advice is greatly appreciated. All I want is to have a conversation with a supervisor, and to have the casino live up to it's commitments to me which are well documented in chats and an email confirming my deposits went through and the withdrawal was valid. They keep promising me they will email me an update and have a supervisor contact me, and that NEVER happens. They never email. They just let days and weeks go by, speaking from past experience with 2 other issues had at said casino.
This would all be a non-issue if the casino had the courtesy and respect to include the customer in the resolution process and be working towards resolution, however with no supervisor ever on staff, and a rep unwilling to address the matter, and zero resolution on the horizon.... what option do I have but to post here and vent?