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Casino splendido- Missing deposit money

Discussion in 'Online Casinos' started by allsin, Nov 10, 2007.

    Nov 10, 2007
  1. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    This morning I make a deposit at casino splendido.

    The money is debited from my clickandbuyaccount;
    I even get an invoice to prove it from clickandbuy and a confirmation.
    The money does not show up in my casinoaccount?
    So that is strange..

    I contact support they tell me the deposit is declined
    I send a summary and invoice of the payment.
    Support tells me they are sending it to there accounts department
    I am stuck with no money in my casinoaccount and waiting.:confused:
    (since this morning 11:21...):mad:

    So I send them some e-mails asking how long it will take for them to respond.
    But they do not respond to my e-mails anymore..
    So if the money is debited from my clickandbuy account and I send them a
    purchase confirmation and invoice. I mean that would be sufficient prove..
    I tell them I know they are a reputable casino but I am afraid to deposit any more because
    the next thing I know this can happen again.
    Anyway just getting really frrrr..here....
     
  2. Nov 10, 2007
  3. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    hiya Allsin, if your realy in a bind you could try calling them and speaking to someone personally at the casino. Failing that I would send an official faxed letter over to them (not by email) including copies of the invoice from clickandbuy and any other proof you can furnish. Its not unknown for casino deposits to turn up days later after having being made but they are rare. Its maddening i can well believe but this might correct itself with a but of time.
    Failing a resolution I would PAB here at casinomeister and see if we cant get a solution this way. :)
     
  4. Nov 10, 2007
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This sounds like a common "time out" issue, with the casino not getting a final confirmation from the eWallet site. These tend not to resolve themselves if they have not self corrected within a few minutes, as manual intervention is required to retrieve the deposit and correctly allocate it to the casino account. With debit and credit cards, such a stuck deposit will often return to the card in a few days, but this does not seem to happen with eWallets, where clearance is instant. It works at banks because when the clearing cycle runs a few days later, it is found that the funds are not confirmed as taken by the recipient because the transaction failed to complete, and the bank cancels the authorisation.

    The big problem in these cases, is that, rather than sort it out between themselves, it falls to the player, with little knowledge of how the system works, to chase around looking for where the missing funds have ended up, and this is not helped when the casino blames the eWallet, and the eWallet blames the casino, but refuse to talk to each other.
     
  6. Nov 10, 2007
  7. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    Hi guys,

    Thanks for your post.
    What should I do then?
    Must I wait and give them some extra time to sort it out?
    Will they sort this out?:confused:
    (well they are not replying to my e-mails so I have no choice:eek:)
     
  8. Nov 10, 2007
  9. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    I would suggest waiting at least a little while. This is why i always use Visa credit card to deposit ( if your able to) Ive not had money go missing in over 6 years of online playing and if it did i know for a fact my Hsbc would be onto them like a lark :D
     
  10. Nov 10, 2007
  11. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    I cannot believe this..
    Normally these people are know for there excellent CS.:confused:

    I e-mailed them this afternoon if they could tell me how long it would take for them to give me a reaction at 15:30:09.

    NOTHING??

    I know I am a bit unpatient sometimes..:D
    But really..
    I have send a PM to the casinorep. here..
    I hope I get a reaction from them..
     
  12. Nov 11, 2007
  13. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    Ahh, maybe its because of the weekend allsin (I know it doesn't make sense to not be available when most people play). I hope tis works out for you soon.
     
  14. Nov 11, 2007
  15. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    Just to keep you up to date;

    I received an e-mail form cs and indeed it is because of the wekeend.
    They also explained to me that it is due to a timeout and that they will take care of it on monday.
     
    1 person likes this.
  16. Nov 12, 2007
  17. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    Yaah..today they have credited my amount..:D
    No reply from support just a purchase confirmation..
     
    1 person likes this.
  18. Nov 13, 2007
  19. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    Can you believe this!!

    In the last five days I have deposited 150USD at casino splendido.
    I love playing there!

    As you might know this weekend something strange happend to my deposit.
    I deposited on saterday and the money was not credited to my casinoaccount.
    This was only a small amount USD25,-
    I e-mailed support about this matter and got almost no response..

    The money was finally credited on monday after the "time out" issue and delay.
    I got no e-mail from support to tell me things were resolved or that my money was credited;
    nothing!

    Because there was a delay and I deposited over the weekend.
    The casino did not credit my 15% Repeat purchase weekend bonus !
    So I asked support if I could still get this bonus!!
    Because I deposited in the weekend and there was a delay.
    It is not about the money because 15% over USD25,- is nothing.


    But not responding to my e-mails and I call it bad customer service!!!
    :mad::mad::mad::mad::mad:
    On top of that when I asked for the 15% this is the reply I got;

    Dear Sindy,

    Thank you for playing at Casino Splendido!

    Please note that as per the casino terms and conditions ( point 4 of 'Ongoing Deposit Promtions' ) the repeat purchase bonus is only credited to your account one business day after the promtion closes.
    This information is duplicated on each promotional period invitation email which we send ( Bonuses will be credited within 12 hours of event closing. )

    We sincerely apologise for the issue surrounding the time out of your ClickandBuy deposit, however issues like these can be expected from time to time
    when using third party processors such as ClickandBuy to make online deposits.
    The crediting of your bonus and the time out issue however are seperate issues and in no way linked to each other.

    We are here for you 24 hours, 7 days a week.

    Sincerely,

    George
    Customer Support
    Casino Splendido Online Casino
     
    1 person likes this.
  20. Nov 14, 2007
  21. allsin

    allsin Dormant account

    Occupation:
    nothing
    Location:
    Netherlands
    Solved!

    Okay honest is honest...

    They gave me the bonus today!
    And loyalty points!!

    :D
     
    2 people like this.
  22. Nov 16, 2007
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Quite, but why the condecending E-mail from CS that seems to be trying to make it YOUR fault for not persisting enough to get the "timeout" issue resolved in time for the bonus.
    This is becoming increasingly common, even at "good" casinos. Almost looks like they have sacked all the decent CS staff to cut costs, and employed cut price "call centre types" that make customers feel like an uneccessary inconvenience to the operation, in common with many UK companies of late.
     

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