all slots casino ( MG )/ payment mistake= problem

[vinylweatherman]

Hi there,

On behalf of All Slots Casino, I want to explain what happened here. For two days at the end of May, a Microgaming bug caused withdrawals of some 70 players using NETELLER to be processed in USD. The good news is that since then, withdrawals have been processed properly in their correct currency - but the players who received withdrawals in USD still need to be compensated the difference that they are owed from their withdrawals.

Upper casino management is meeting to discuss this issue tomorrow and I'm confident that it will be resolved.

If you have further questions, please feel free to PM me.

Michal
Jackpot Factory Representative

This is the problem in a nutshell. Compensation should have been calculated and paid on the spot once the bug was discovered. The fact that all this time has passed, and the 70 players are STILL WAITING for what is THEIR money until at least tomorrow when management finally deem the issue important enough for discussion.

There shouldn't really be anything to discuss, the calculation should be dead simple. It's the difference between CAD$ xxx.xx and £xxx.xx adding up and take aways, something you learn well by year 2 in primary school.

What is just so damn hard about this that it has taken 18 days for management to convene a meeting, let alone start compensating the players.

On day 14, players by rights should have escalated the issue to eCogra, who would have investigated due to the fact that the casino had not been able to resolve the issue internally for the proscribed 14 days. It could have been 70 cases against the casinos resolved in the players' favour in June, stats that would not have looked very good given that the details would probably not have been obvious.

When 3Dice screwed up one of my Neteller withdrawals a couple of years ago, it was resolved in half an hour, a far cry from 18 days and counting.

 

[aceking123]

bump bump any news on my winnings been paid ? ? ? ? ? & the other 70 people who are the same boat as me ?

 

[vinylweatherman]

bump bump any news on my winnings been paid ? ? ? ? ? & the other 70 people who are the same boat as me ?

Probably still in that meeting to decide what to do about it. Then they have to produce the minutes, send them to all attendees, and only then might you see some action as decisions minuted are actioned. Very much a stalling tactic, as all that was necessary was to calculate the shortfall for 70 players, and issue 70 payments to make up the difference. Probably less than a day's work for one of the cashiers.

Maybe the bug caused the money to go missing somewhere in the system, it leaving Jackpot Factory in the correct currency, but somehow getting converted by the "microgaming bug". A lengthy process could then be explained if Jackpot Factory were damned if they would compensate players until they had managed to retrieve the missing money from whatever black hole the bug put it in. It would also explain the need for a month of dithering before even a meeting was convened to discuss the issue. They are not deciding whether or not the players were underpaid, they are discussing who's fault it is, and who has to pay the compensation to the players. They are expecting players to wait for all of this to be concluded before they will see a cent more of their own money paid to them.

This is very poor business ethics indeed. They should have paid the 70 players at once, and then had the arguments and apportionment of blame discussions with their suppliers and contractors afterwards, ending in them eventually retrieving the money that they had made good up front as a customer focussed business.

 

[aceking123]

hi update seems i have been paid today around 4 pm or so thankyou guys , still didnt get it right though youve shorted me by £20 odd quid , heres the thing no e mail to clarify theyve paid me , anyway this has been resolved now so im just updating , i shall not be adding my chat logs to this thread , maybe i should send them to maxd for future refrence

hope some of the other players got paid aswell pity players had to go via hoops on this , as Vweatherman pointed out it could of been done swiftly main thing theyve sorted the problem.

havnt bothered checking the rest of the account as i did say to rep i wouldnt be contacting them any longer via casino or telephone only via correct channels ,so maybe the £20 quid is sitting there awaitng for me to play . anyways updated!

 

[Full tilt]

Wonder if that missing £20 is due to the currency exchange rates fluctuating: the pound has risen against the dollar during the time you've been waiting mrjones.

 

[aceking123]

Wonder if that missing £20 is due to the currency exchange rates fluctuating: the pound has risen against the dollar during the time you've been waiting mrjones.

not sure to be honest , but still its missing , anyways it is not in my main account either as the balance is 0 , still no e mail to say funds have been paid all i get from them is promos , shame realy becuase they used to be a good casino ,theyre just letting it slide down hill (

 

[vinylweatherman]

hi update seems i have been paid today around 4 pm or so thankyou guys , still didnt get it right though youve shorted me by £20 odd quid , heres the thing no e mail to clarify theyve paid me , anyway this has been resolved now so im just updating , i shall not be adding my chat logs to this thread , maybe i should send them to maxd for future refrence

hope some of the other players got paid aswell pity players had to go via hoops on this , as Vweatherman pointed out it could of been done swiftly main thing theyve sorted the problem.

havnt bothered checking the rest of the account as i did say to rep i wouldnt be contacting them any longer via casino or telephone only via correct channels ,so maybe the £20 quid is sitting there awaitng for me to play . anyways updated!

A simple remedy for this would have been to overcompensate players for the prolonged inconvenience by adding an amount to the payment that would make certain that despite the differing exchange rates, all 70 players would end up slightly better off. These small shortfalls are down to them trying to pay the exact amount due, not a cent more, because they are not customer focussed, but trying to minimise what they have to pay out so as to maximise operating profit.

We also know how they are likely to deal with similar situations like this in the future, and this will probably be how all the Digimedia casinos will operate.

Now, what would 32Red have done if they had been afflicted by this same Microgaming bug?

 

[aceking123]

A simple remedy for this would have been to overcompensate players for the prolonged inconvenience by adding an amount to the payment that would make certain that despite the differing exchange rates, all 70 players would end up slightly better off. These small shortfalls are down to them trying to pay the exact amount due, not a cent more, because they are not customer focussed, but trying to minimise what they have to pay out so as to maximise operating profit.

We also know how they are likely to deal with similar situations like this in the future, and this will probably be how all the Digimedia casinos will operate.

Now, what would 32Red have done if they had been afflicted by this same Microgaming bug?

well there you go , it has to be said theyve just lost another player .as i wont be back playing there , they can keep the 20 quid or even better give it to one of the meister charities , very revealing on how they conduct the jobs behind the scenes & ive now got other problems with another accredited casino ( payment not paid , so in less than a few weeks even though all accounts are in good standing order they still cant be arsed to pay whats owed ,no e mails either again same crap think its time to chuck the towel in on a few casinos here as they do not adhere by there own terms . shame its ok for these casinos to have you a small error on your part or youve played a wrong game etc etc but when its down to them ,then its different no up comings for them

 

[vinylweatherman]

well there you go , it has to be said theyve just lost another player .as i wont be back playing there , they can keep the 20 quid or even better give it to one of the meister charities , very revealing on how they conduct the jobs behind the scenes & ive now got other problems with another accredited casino ( payment not paid , so in less than a few weeks even though all accounts are in good standing order they still cant be arsed to pay whats owed ,no e mails either again same crap think its time to chuck the towel in on a few casinos here as they do not adhere by there own terms . shame its ok for these casinos to have you a small error on your part or youve played a wrong game etc etc but when its down to them ,then its different no up comings for them

They probably want you to send documents, but so many casinos simply just sit on the withdrawal until the player asks what the delay is. If you contact them about the delay, it's likely they will tell you they are waiting for some documents from you. Having accounts in good standing makes no difference, the idea that documents are this "one time only" exercise is a myth, but if casinos were honest about the fact that players could be repeatedly asked to send in fresh documents, it might put some players off completely.

Service tends to change when casinos change ownership, and with the recent move to Digimedia of a number of accredited casinos, players are likely to see changes that are deemed a worsening of standards.

I have often been asked to send in more documents by casinos where I have been a member for years, even a VIP. GNUF took the biscuit by asking me to send in a picture of me holding my photo ID after requesting my documents all over again after I had been playing for a while, was a VIP, and had an account in good standing. They dropped the requirement when I sent in the usual docs a second time, and said that I would send in a photo of me holding the ID when it got light so that I could get a decent picture without having to use flash photography. It turned out to be harder than I thought, as I could not see the view screen when pointing the camera towards me at arms length, and always seemed to get a blurred image as it was hard to keep the camera steady. I hope I don't get this request again, and have to follow through, as I will probably have to get someone to take the photo.

 

[Nifty29]

They probably want you to send documents, but so many casinos simply just sit on the withdrawal until the player asks what the delay is. If you contact them about the delay, it's likely they will tell you they are waiting for some documents from you. Having accounts in good standing makes no difference, the idea that documents are this "one time only" exercise is a myth, but if casinos were honest about the fact that players could be repeatedly asked to send in fresh documents, it might put some players off completely.

Service tends to change when casinos change ownership, and with the recent move to Digimedia of a number of accredited casinos, players are likely to see changes that are deemed a worsening of standards.

I have often been asked to send in more documents by casinos where I have been a member for years, even a VIP. GNUF took the biscuit by asking me to send in a picture of me holding my photo ID after requesting my documents all over again after I had been playing for a while, was a VIP, and had an account in good standing. They dropped the requirement when I sent in the usual docs a second time, and said that I would send in a photo of me holding the ID when it got light so that I could get a decent picture without having to use flash photography. It turned out to be harder than I thought, as I could not see the view screen when pointing the camera towards me at arms length, and always seemed to get a blurred image as it was hard to keep the camera steady. I hope I don't get this request again, and have to follow through, as I will probably have to get someone to take the photo.

I had no idea you were VIP status at casinos.

You kept that to yourself!

Everyone should have photo ID scanned and stored ready to send to a casino upon request.

 

[randomiam]

get a calling card or toll free call everyday

get a prepaid calling card for there country or if they have a toll free number call it daily. While you have them on phone resend every document you can think of
just make sure to blank out numbers of cards you have not used there. Ask them while on the phone to look at your documents and what the real issue is.
Find who there payment manager and try and contact them directly.
Don't give up.
Also if you have a webcam it can be used to take a photo of you holding you id too.
It could even be a issue where the casino sent the request for payment to there company and they read it wrong and the casino cant do anything ?

 

[aceking123]

well i have all id docs stored on pc ,all accounts as ive said are all good standing ,many years of play with these casinos , i tend to stay at casinos i like to trust & only have about four casinos , sometimes it just slips the net as such ,but far the biggest problem i find is no emails from them just a blank wall , this is where they go wrong a simple email to say hay were going to pay your withdrawal but can you update a address or bill or something , thats it .

least you then know .problemis the wait & then the player gets in touch to where the withdrawal is

anyway i did get a auto e mail from allslots yesturday to say i shall be getting paid ,so there system may well be crap as i was paid the other day , but no e mail to say sorry for all the hassle & we hold our hands up to our mistakes.

 

[jedichica]

I had no idea you were VIP status at casinos.

You kept that to yourself!

Everyone should have photo ID scanned and stored ready to send to a casino upon request.

You've chimed in when related to certain posters...but what is your feedback here with reference to the topic at hand? You're a well respected member here, I would like to know what your opinion is of Allslots, the recent changes etc.? It's valued. Please comment.

 

[Nifty29]

You've chimed in when related to certain posters...but what is your feedback here with reference to the topic at hand? You're a well respected member here, I would like to know what your opinion is of Allslots, the recent changes etc.? It's valued. Please comment.

Thankyou Jedi.

IMO, the casino should have reimbursed the players immediately and figured out their accounting afterwards.

In fact, I'd have thought some kind of compensatory free chip or something might be in order.

If this happened to me, and it took forever to sort it out, AND I was short-changed in the end, I would never return and probably tell anyone else to avoid them too. It may have been human error originally, but the process (or lack of) after that was just basically crap customer service and could very well tell one about how much they care about their players.

 

[243 lines=daft]

A simple remedy for this would have been to overcompensate players for the prolonged inconvenience by adding an amount to the payment that would make certain that despite the differing exchange rates, all 70 players would end up slightly better off. These small shortfalls are down to them trying to pay the exact amount due, not a cent more, because they are not customer focussed, but trying to minimise what they have to pay out so as to maximise operating profit.

This is the most damning aspect of the whole tale. Errors happen, will always happen, and to the astute customer minded business such errors should be turned into opportunities to proactively over-deliver value at the end of the process so that the customer is not only 'saved' but in some cases even walks away with an enhanced opinion of the business.
The fact that nobody at this casino has that mindset is a bit sad really.

We also know how they are likely to deal with similar situations like this in the future, and this will probably be how all the Digimedia casinos will operate.

Plus the BelleRock ones would add an 'unavoidable processing charge' to add a bit of extra power to the kick in the pants.

Now, what would 32Red have done if they had been afflicted by this same Microgaming bug?

Based on our individual experiences with 32 Red, everyone that has read your question will have answered in their heads 'we know they would make the effort to overcompensate, to provide that little extra that makes all the difference.'
(Which makes it all the more crazy that the new 32 Red business model seems hellbent on harpooning that rock solid reputation with anti-customer business policies but that's another story of course)

 

[Sammya1]

Allslots are messing me around on payments

Hi can any body help I'm after advise really I've played at allslots stupidly I know I've read the reviews now it's to late.. I'm new to the forum today they won't pay me my winnings.... Well that's not quite true my payment is pending and has been for a week now. Firstly it was my documents holding things up. When they have recieved them and sent me confirmation emails. Then it's the processing time then it's visa returning my payment..
Now I have had to open a netteller account and it's waiting to be proceeded but I missed today's banking run. My payment has been allotted to go to my netteller account tomorrow.
I have private messages the rep today with no reply.

My real question is does anybody else in the uk play with them? Have you had this problem and am I gonna get my money.
Help please

 

[aceking123]

Hi can any body help I'm after advise really I've played at allslots stupidly I know I've read the reviews now it's to late.. I'm new to the forum today they won't pay me my winnings.... Well that's not quite true my payment is pending and has been for a week now. Firstly it was my documents holding things up. When they have recieved them and sent me confirmation emails. Then it's the processing time then it's visa returning my payment..
Now I have had to open a netteller account and it's waiting to be proceeded but I missed today's banking run. My payment has been allotted to go to my netteller account tomorrow.
I have private messages the rep today with no reply.

My real question is does anybody else in the uk play with them? Have you had this problem and am I gonna get my money.
Help please

hi sammya welcome to the forum ) hmmm wouldnt like to say realy depends on what youve deposited with debit card/credit ? why do you need to open a neteller account ? ? you will get paid no doubt they just drag it out , the rep is ok buttttttt his hands are tied as such , stay with it & dont go spending your funds back ! contact them via e mail only , keep records of all logs & chats with them ,when did you make the withdrawal ?

 

[Sammya1]

Hey I made the withdrawal Thursday last week. Apparently visa do not support them refunding the money back that way and only use ewallet payments.

I have kept all emails and quoted them all back to the customer services team more than once.

 

[aceking123]

Hey I made the withdrawal Thursday last week. Apparently visa do not support them refunding the money back that way and only use ewallet payments.

I have kept all emails and quoted them all back to the customer services team more than once.

hmmmm not sure about visa as i dont use any cards online i use neteller only perhaps viynl may know something about this , just stay with it & hopefully you get paid out )

 

[paul7388]

I would have thought if they could not pay back to visa they would have told you the only option would be to pay you by cheque or as most places do a bank transfer especially since you are in the uk. Ive never heard of a casino telling someone to open an ewallet like neteller to get paid as most casinos would tell you you cannot get your withdrawal to neteller if it wasn't a method used to deposit from.

 

[Sammya1]

Well I said the exact same thing about the e wallet apparently it's there only option

 

[paul7388]

well their terms state......How will my withdrawal be paid?

Where possible, withdrawals will be paid back to the same method you used to deposit. If that option is not available for a particular deposit method (such as prepaid cards like Ukash and PaySafeCard), you will be sent your withdrawal by cheque.
So absolutely no idea why they are telling you you need to set up a neteller account. Clearly states they should have sent you a cheque when you made the withdrawal request.

 

[Sammya1]

Hey.
I quoted that back to them more than once over the last week. And apparently that's just not possible.
It's netteller all the way but it still takes 72 hours. I thought I had done my home work wel enough on them should of come here first and read them reviews

 

[vinylweatherman]

hmmmm not sure about visa as i dont use any cards online i use neteller only perhaps viynl may know something about this , just stay with it & hopefully you get paid out )

Casinos can refund back to VISA cards, and have had this ability for some years. There seems to be a spate of casinos saying they can no longer refund to VISA cards despite having done so for years. There is a bigger picture here, rather than just one casino having problems. It looks like VISA are tightening the screw on casinos even further. It's possible they didn't like all those refunds being processed back to cards, particularly as winnings can push credit cards into credit, which is against their own terms and anti money laundering guidelines. It leaves casinos having to take the risk of taking deposits from cards, but paying back by other means, and screw the casinos' own anti money laundering policies.

It's also a reversal of an anti Neteller/Skrill policy that a number of casinos have adopted, often by excluding eWallet deposits from the best bonuses, or even ALL bonuses. Being told to open a Neteller account just to get paid from a card deposit is likely to move players from cards to eWallets as this is where their money will keep ending up.

Maybe the issuing banks know what is going on. It's OK to ask as online gambling is legal here in the UK.

 

[Sammya1]

Hey thanks for the information guess what??? Allslots have technical problems and no payments are being processed today. Again another day gone and no payment for me.