CasinoShare

[franz]

I opened an account at casinoshare, paid in 250 and got their 250 signup bonus. I wagered on slots only until the EZ bonus system showed my bonus as 0, and withdrew my balance of 883 on 9th June. After a few days it hadn't showed up in my neteller so I went back into my casino account, and there it was.

I tried to withdraw again, and after completing the withdrawal I got the message "your withdrawal has been logged successfully", but my casino balance didn't go down to zero, it stayed as it was. I've tried this every couple of days since then, and each time the same. I get told "your withdrawal has been logged successfully", but my casino balance stays the same and the withdrawal is never processed, or shown in cashcheck.

I suspect that I may not have completed the wagering requirement and that the EZ bonus balance of 0 is an error. But I can't check, because when I go into reward points I am asked to enter my account number and password, which I do (same as I use to log into the casino) and get told that I must have entered it incorrectly.

I have checked the website and casino software, there isn't a contact phone number anywhere, or live chat, just and email address. I wrote to it on 12th June asking why my withdrawal wasn't being processed. I received the following reply on the same day:

Thank you for your email.

Just to let you know that I have passed this matter onto our Cashier.

I will contact you again in due course.

Kind Regards

Ed

CasinoShare

And that's the last I heard, 4 days ago. I have sent one reminder since, which has not been replied to. I would like to know why my withdrawals are not being processed, and if I have not met the WR yet, how much do I still have to wager? But I have no way of contacting them to resolve this, all I can do is hope they reply to my email. There is no other way to contact them. They have no rep listed here.

What can I do?

 

[vinylweatherman]

Sounds like Microgaming.
EZBonus showing zero means WR completed, however they may have screwed up by adding a bonus as cash, or maybe moved to EZBonus while you had bonuses under the old system. This can cause a cash-in to fail.
For casinos that only have E-mail support, it is VITAL that this works, as there is no back up method to chase up unanswered E-mails.

It would be worth finding out if this lot are a stand-alone operation or part of a bigger group.

I have not heard of them before.

 

[dominique]

I didn't know they had launched yet.

They are part of Poker Share.

 

[GOCC]

I have had similar

I played on the 9th and withdrew

No money in Neteller on Thursday so just enquired when i would get paid on Wednesday

They refered my payment to their cashier

Thursday No reply so asked again
They have referred it ot their cashier

Friday
No reply, they have refered it to their cashier

Ballies to that, get of your ass and phone them. But can u as their is no phone number on your website (or none i can find)

 

[dominique]

They are brand spanking new and likely have glitches.

 

[franz]

They now have a rep here, I've sent a pm.

 

[GOCC]

They are brand spanking new and likely have glitches.

I do appreciate that but they are not new at the gaming industry. They have had pokershare so the basis of finding out when a customer is going to get paid should be common fodder.

 

[CasinoShare]

Hi,

I am looking into this at the moment.

I will respond as soon as i get an answer to this

Regards

Max Wright

CasinoShare

 

[CasinoShare]

Franz,

Sorry for the continued delay with your issue.

We are still looking into your problem, and will make sure you are compensated for the incoveniance

Kind Regards

Max Wright

CasinoShare

 

[uungy]

They are painfully slow in replying to emails, but they will reply within 7-14 days ( not the 12 hours it says in their auto-responding emails)

They probably use Royal Mail, to send out their snail mail emails

 

[CasinoShare]

Hi,

Sorry for the some of the slow responses in some instances, over the last week we had an issue with the email cashier@casinoshare.com and hence some very slow responses occurred. This has been fixed, and in addition we will be introducing a free phone number/s to customer service over the next few weeks.

Regards

Max Wright

Casino Share

 

[jetset]

Good to see you taking an active interest here, Casinoshare and I hope it continues going forward.

This sort of interaction with the community enables you to not only keep your finger on the pulse but, with the right commitment, sort out any hassles before they become crises.

If it hasn't yet been said - Welcome!

 

[little_issue]

I am having a similar problem here. I deposited 250 and wagered the required x30 deposit and bonus (not just the bonus). I did okay and finished on 450 and so withdrew.

Then I get an email saying that they had done a security check and that my account was linked to another customers account and they required documents etc. This is absolute rubbish and I replied to that effect. I asked then on what grounds they had made this judgement. This eventually got an answer to the effect that my details have now been passed on to the fraud department!!

Im my opinion this is just a stalling tactic to delay and/or try to avoid payment by them. They have no justification for their alleged security check findings of linked accounts, this is a complete fabrication on their behalf. I would love to know on what basis they made these findings.

If this is how they start as an online casino business then I cant see them lasting long if this is how they treat their first time customers.

Heres hoping that eventually they see sense and pay my withdrawal.

 

[vinylweatherman]

Same as BelleRock

This is the same problem that has affected a number of UK players at BelleRock. In that case, the documents did not help one bit. Once you are labelled a fraud there seems no way back. Casino fraud departments seem unable to accept the possibility that the checks have thrown up an erroneous flag. The alternative is that there is a massive fraud ring here in the UK that has surfaced in the last month or so.

Do CasinoShare use Risk Sentinel by any chance?

Affected UK players perhaps should pull their credit records from Experian, Equifax and Call Credit, total cost 6 - and make sure that there is no "bad data" there.

 

[henryVIII]

These jokers seem like a nightmare. Hope evryone gets out OK.

 

[GOCC]

Just like to add that I have been paid, as promised by the casino rep.

 

[little_issue]

This is the same problem that has affected a number of UK players at BelleRock. In that case, the documents did not help one bit. Once you are labelled a fraud there seems no way back. Casino fraud departments seem unable to accept the possibility that the checks have thrown up an erroneous flag. The alternative is that there is a massive fraud ring here in the UK that has surfaced in the last month or so.

Do CasinoShare use Risk Sentinel by any chance?

Affected UK players perhaps should pull their credit records from Experian, Equifax and Call Credit, total cost 6 - and make sure that there is no "bad data" there.

I havent had a problem before, occasionally I have been asked for documentation, which I have been happy to provide. This is the first time I have received a message saying my account has been linked to others. It is for this reason, and no explanation as to how this has been arrived at, that I am objecting to the wording of their email.

I have still not received a reply from the fraud department, which isnt surprising as they obviously have no evidence or justification for their actions.

I dont have a bad credit record as far as I am aware and dont understand how this could affect me to be honest.

See if I receive any response from them by tomorrow. In the meantime I wouldnt advise playing here as if you win it looks like you then have a battle to get paid. I used to like playing MG casinos as you always knew you were safe. Not any more it seems. Think I will stick with 32Red and Ladbrokes in future as you never have these problems with them. A pity all casinos dont operate like those two outfits both of which are GB based also I notice (although I know they obviously operate out of Gibraltar I think).