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Roguish Accredited casino not paying a valid w/d

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bruinsdude, Sep 30, 2015.

    Sep 30, 2015
  1. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    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?
     
  2. Sep 30, 2015
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I would suggest they are investigating their end of Ecopayz and confirmation your deposit is valid before they pay. This may take a few days but I agree in the meantime the rep should not ignore you.
    If not resolved by weekend and/or no response from rep then I would say PAB is the only recourse.
    Being kept in the dark is stressful.
     
    1 person likes this.
  4. Sep 30, 2015
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    So this whole thing only started YESTERDAY?

    Sorry, but I think you are being far too impatient and unreasonable in calling them "rogue" at such an early stage.
    I say give the casino a day or two at least to look into it before "going off on one".

    KK
     
    6 people like this.
  6. Sep 30, 2015
  7. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I would maybe have given it a day or two longer to be resolved but definitely the rep should not be ignoring you. I hope it gets sorted out without any further ill feeling.
     
  8. Sep 30, 2015
  9. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    what's your guess?

    i'm gonna go ahead and guess that the casinos are slottyvegas or betat, as these are the ones to send fs promo day b4 yesterday and also send an email of deposit confirmation.

    I do believe once they have checked everything they will pay you but it might be a bit more than 4 hours lol
     
  10. Sep 30, 2015
  11. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    I may be reacting quickly.... but CS is giving me zero to go on. They cannot even tell me what the issue if any actually is. If the norm is to pay in 2 hours and i am falling into the same trap that took weeks last time to resolve. Unless i follow up daily i will get nowhere....and i really dont like my money being tied up. What i like even less is the complete communication shutdown and me having to guess as to what the heck is going on
     
  12. Sep 30, 2015
  13. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I wouldn't like it either and you deserve an explanation and for it to be resolved. It is definitely poor service. If this was a top tier casino like gut/32red then I bet you the rep would have been helpful and it would have been resolved now. I would place a large bet it is not either of them.
     
  14. Sep 30, 2015
  15. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I had a similar issue recently, except mine did not result in a withdrawal. It took quite a few days to rectify. I kept insisting the money had not come out of Ecopayz, they kept insisting they had received it.

    They didn't.

    I was eventually contacted to make a deposit to rectify it, I did.

    I would hope in your instance to withhold the amount of the deposit from your withdrawal should be sufficient. That's a bit of a win/win. You won't have to wait days, casino won't have to rely on you being the stand-up guy you are and pay it back after you get your funds.

    The OP did not create this situation, he should be thanked for bringing the matter to their attention. If he had not, bet all would have gone smoothly. Until they realized it days and days later, or maybe even later. I had to be very insistent the deposit did not come out of my ecopayz account.

    If it is Bet-at or Slotty, the CM is also busy with family issues, and I had some delay getting answers to an (unrelated) matter just recently. He said things are "hectic".
     
  16. Oct 1, 2015
  17. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    time

    Some reps don't work or log in here everyday give it 4 work days there time.Your in a position where you have done nothing wrong so relax :)
     
  18. Oct 3, 2015
  19. PankkiRikki

    PankkiRikki Full Member

    Occupation:
    Marketing
    Location:
    Fin
    They don't promote to process withdrawals in 2 hours. So its Betspin or Guts ?:)
     
  20. Oct 19, 2015
  21. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Bruinsdude, did this get resolved in a timely way for you?

    I had the same problem last night at Bet-At, of an ecopayz deposit being credited to my casino account, but getting a failed transaction message from ecopayz.

    Thank you Vaughan for being able to resolve the issue simply in minutes. They just removed the $ from the casino account, I tried the transaction again and it went through properly, and support credited my bonus manually.

    Thank you Bet-At, and thank you for giving your CSRs the training and the responsibility to resolve issues. I'd been a week plus on holiday, and was very much looking forward to playing. I would have found it incredibily frustrating not to be able to after looking forward to it for several days away, and having to wait for different team members next day.
     

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