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actiononline are bouncing me around

Discussion in 'Casino Complaints - Non-Bonus Issues' started by siegfriedB, May 6, 2007.

    May 6, 2007
  1. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    I made a withdrawal of 990 euros from actiononline casino on March 18th. It didn't arrive to neteller and I heard nothing from them, so I thought I'd get in touch. I went to their website and read the following:

    1) Live Chat: You can contact us from the Casino Lobby where you will find a link to our Live Chat.

    Well this just isn't true, there's no link to livechat in the casino lobby, or on their website.

    So I thought I'd send them an email, and found the email addresses on the support page on their website. I sent them an email to This email is not visible to you.. Two days later it bounced back to me. So then I sent an email to This email is not visible to you.. Two days later that bounced back too.

    So I thought I'd phone them on the numbers on their website. As I don't live in the USA I couldn't use the toll free number, so I had to dial this:

    Countries not listed above please dial 1-632-756-7866 for phone and 1-632-756-7867 for fax . Toll charges apply.

    It didn't work. I tried dialing it without the "1" and ended up at a recorded message saying I'd reached actiononlinecasino. It repeated itself three times and hung up on me.

    I kept trying over the next few days and finally got through to somebody who told me my withdrawal had been returned to my casino account because I hadn't sent ID documents, and that I should send them to support@ actiononline.com.

    No problem, I scanned my ID and sent it to that address. Two days later it bounced back to me. I tried sending from a different email address / domain, 2 days later it bounced back there too.

    I phoned today and asked the CS guy, Ryan, to send me an email, which he did, and to stay on the line while I replied to it, attaching my documents. I received his email, clicked on reply and sent my documents back. He said it didn't arrive, although my email program (yahoo) said it had been sent. I'm expecting it to bounce back in a couple of days.

    Ryan said I could fax my documents to 1 268 481 2254. I tried, and it rang at their end, but never picked up. I phoned again, and was told their international fax number is 632 756 7867. I have just tried faxing my documents to that number 4 times, and have had two "no reply"s and two "communication error" fax reports back.

    It is now six weeks since I made my withdrawal. The current position is that they will not process my withdrawal until they receive my documents, but every email I send is bounced back and their fax machines don't work. (They also advertise a livechat feature that doesn't exist, and you have to be very lucky to get them on the phone, to be told again to send your documents by email or fax ). The result is that I can't get my documents to them (which I see as their fault, how about an email address / fax number that works?), which they are using as a reason not to pay me.

    actiononline.com are Playtech, and don't seem to have a rep here. I would be very grateful for any suggestions on how to proceed. If anyone would like to test sending emails to this casino and finds an address that works / doesn't bounce back 2-3 days later I'd be interested in that too. A few more bounces would confirm that it's not just me, but a problem with the casino, because I've never had a problem like this before.
     
    3 people like this.
  2. May 6, 2007
  3. pangloss

    pangloss Dormant account

    Occupation:
    Finance
    Location:
    Australia
    I have suffered from the identical problem. Send in the ID but the email is repeatedly bounced. I strongly suspect that it is a deliberate ploy by the Casino in order not to pay out what is due.

    Over a week ago I lodged a complaint with PlayTech direct and was assigned Adam Ehrlich Marketing manager to look after my concerns with ActionOnline.

    He promised to contact the Casino but he has yet to get back to me and I am guessing even he is having troubles in making human contact with this organisation.

    This tactic of requesting ID and blocking emails is tantamount to "No Pay" and players (and affiliates) should be forewarned.


    ...
     
    2 people like this.
  4. May 6, 2007
  5. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    What a bloody nightmare. I'm sure I'd have no hair left by now. Hope it gets sorted for both of you. :eek:
     
  6. May 6, 2007
  7. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    Thanks for the reply pangloss, it's good to have my suspicions confirmed that it's not just me, although I'm sorry you're affected by it too.

    I've just complained to Playtech too.

    Could everyone who reads this thread try to email actiononline.com at the email addresses on their website? That would be a great experiment if people could find the time. The emails normally look like they've been sent ok, then come bouncing back two days later.
     
  8. May 6, 2007
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Rubber Ball

    Do they bounce due to the address not existing or due to the server blocking them for some reason.

    You could try sending them as plain text (the old fashioned way) rather than the more common HTML.
     
  10. May 6, 2007
  11. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    This is what I get:

    I just send a very short text message with documents attached. Emails without documents attached bounce too. Give it a try :)

    And it's not a yahoo thing, it happened when I sent from my own domain too.
     
  12. May 6, 2007
  13. Swede

    Swede Hell is only a word PABnonaccred PABaccred

    Occupation:
    Auctioneer
    Location:
    Anaon
    siegfried,

    I managed to get an email through to This email is not visible to you., perhaps I can relay yours if you want.
     
  14. May 6, 2007
  15. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    Thanks for the offer Swede, I appreciate it, but to be honest I don't think it's an ideal solution - I'd like to be able to send my documents to actiononline directly, and having given them the benefit of the doubt and tried my best for 6 weeks, I think it's time for some kind of response / solution from them.

    I tried the fax machine again this morning with no luck, and have just sent my documents to This email is not visible to you. again. According to microsoft outlook they were sent no problem, but I've had that before and two days later the email bounced back to me.

    Out of interest, when you say you managed to get an email through, do you mean that they sent you a reply acknowledging receipt? Anything less than that doesn't mean the email got through in my experience.
     
  16. May 6, 2007
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Looks like their server cannot hold a connection. This may mean that some E-mails can get through, but others don't. If your postmaster is not set to notify of a failed delivery you will never know.

    They will find it far harder to explain away the problems with their fax machine though, this is down to then choosing not to make it available to receive documents.

    I have an account there, but it is very old, and I never managed to cash out. I then heard they might be a bit "rogue", so never bothered looking at them again.
     
  18. May 6, 2007
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Oh dear!!!

    OK, just had a look and I think something's up.


    Just look at the "latest promos".

    Money Back Monday Terms

    To qualify you must deposit a minimum of $100 (60/€60) on any Monday in February 2007.
    Play any of our richly detailed authentic games.
    Should the dealer get lucky, we'll credit you 10% of your losses back as a Bonus!
    In the interest of fair gaming, you must wager your bonus at least thirty (30) times before cashing out.
    Bonus elligibilty will be verified by our promotions team and given within 24 hours of time of game session.

    Another part of the site shows the list of new player and preferred method promotions for SEPTEMBER


    The site also bears a snail mail address, and it might be an idea to write to them sending copies of the documents if you don't get any further with the E-mails and faxes. It might be a risk sending this info abroad, but probably no more so than sending them in an E-mail.

    Action Online Services, Inc.
    P.O Box W1015
    Woods Centre
    St. John's, Antigua,
    W.I

    Casinos whose website promotions do not update are often in a bit of trouble, and no longer actively running promotions. The fact that their "real" address is no more than a PO Box number aint too good either.

    Is there a live chat from within the software?
     
  20. May 6, 2007
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Test

    Right,
    I've just sent them an E-mail asking if my old account is still active with the Playtech, and what's up with the website dates.

    Let's see if it

    a) Bounces,

    b) doesn't bounce, but gets ignored,

    c) They admit they are closed, or closing.

    d) They claim all is well, and I should freely deposit
    :lolup:
     
    Last edited: May 6, 2007
  22. May 9, 2007
  23. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    I sent an email with ID attached again on Sunday 6th May, once from my yahoo account and also from another email account. 3 days later and it hasn't bounced!

    So I just phoned them this morning to ask if they received the emails, and was told "actually we are still waiting for your ID".
     
  24. May 9, 2007
  25. gerilege

    gerilege Meister Member PABnorogue PABrogue

    Occupation:
    IT
    Location:
    Hungary
    Bouncing

    I hate to say that, but according to my experience this kind of bouncing is likely intended from the other side.

    It doesn't mean any technical problem, others might not experience bouncing, but your emails won't be answered.
     
  26. May 9, 2007
  27. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    Open a hotmail account and try sending in your documets using that. for some reason a few casinos have problems with yahoo! dont ask me why thye just appear to, but ive never had a problem with emails when using hotmail.
     
  28. May 9, 2007
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    My test has bad results,

    No bounce, but no reply either.

    This looks like a case of "the lights are on, but nobodys home".

    My test was sent from a Virgin Media ISP provided E-mail account, no Yahoo or Hotmail free account.
     
  30. May 9, 2007
  31. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    Actually I think it's more a case of "the lights are off, but somebody is at home" - counting my 990 euros.
     
  32. May 11, 2007
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Results are in.

    My test results are in. E-Mail bounces after exactly 4 days, just as others have reported.
    No casino with a shred of honesty would tolerate such a major fault on it's dedicated customer service server. It looks like it is intentional that either this fault has been deliberately set to prevent floods of complaints, or it happened naturally but the casino are in such a deep hole they do not want to fix it right now.
    The fact that they are still asking customers to use this address to send documents before they process withdrawals should get them at least into the "not recommended" section. In effect, this is just a stalling tactic. It takes 4 days for the documents to bounce, and probably another couple of 4 day periods before players cotton on that the fault is permanent.
    Let us not forget, a 4 day queue means just that, the postmaster program was unable to make a connection for a SOLID 4 DAY PERIOD before giving up and issuing the bounce error. This is no transient server problem, but a prolonged, solid, outage that now seems to have gone on for a while. I would suggest it has gone on since February, the point at which the part of the website containing day by day events which are dated, simply stopped updating.
    My E-mail was NOT sent from an "unidentifiable" hotmail of yahoo address, but a fully verifiable ISP provided E-mail account, so should not be suffering the problems that have been put down to known issues with Yahoo and Hotmail accounts.

    Here is my version of the bounce message:-


    This Message was undeliverable due to the following reason:

    Your message was not delivered because the destination computer was
    not reachable within the allowed queue period. The amount of time
    a message is queued before it is returned depends on local configura-
    tion parameters.

    Most likely there is a network problem that prevented delivery, but
    it is also possible that the computer is turned off, or does not
    have a mail system running right now.

    Your message was not delivered within 4 days and 0 hours.
    Host actiononline.com is not responding.

    The following recipients did not receive this message:

    <customerservice@actiononline.com>

    Please reply to <Postmaster@ispmail.ntl.com>
    if you feel this message to be in error.
     
  34. May 11, 2007
  35. pangloss

    pangloss Dormant account

    Occupation:
    Finance
    Location:
    Australia
    Yes and my complaint direct with PlayTech about this circus goes without a substantive response for two weeks.

    We have got a PlayTech licensee on the run taking deposits without an intention of ever paying out either winnings or orignal deposits whilst PlayTech look the other way.

    I wonder how affiliate payments are faring. I wonder how affiliates can persist in leaving live links to this disgraceful outift and sleep at night.


    ...
     
  36. May 11, 2007
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    So long as they get paid, such affiliates will not see this as an issue. Very likely they ARE paying affiliates, otherwise the affiliates WOULD remove the links just as an agrieved player raises a stink with Playtech and the forum.
    One only has to see that the "latest promotions" are dated for February last, and September, to know there is a pretty serious problem apart from no CS, perhaps they have had their CS sever reposessed by the bailiffs:D
     
  38. May 11, 2007
  39. siegfriedB

    siegfriedB Banned User

    Occupation:
    admin
    Location:
    Europe
    I complained to playtech last weekend, and received an acknowledgement but have heard nothing since. I included a link to this thread in my complaint and said that clearly others are being affected as well as myself.

    I'll give them another few days for a response, then if nothing comes I'll pitch a bitch and see if Bryan is interested.

    I don't know if it's relevant, but the last time I spoke to actiononline on the phone, there was an awful lot of laughing going on in the background. Sounded like party time there.
     

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