Euro Max Play (winner casino group) not honoring deposit

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
I deposited at Euromax Play using the Idebit service. I have used Idebit many times, and am familiar with how it works.

The transaction was successful and the money was removed from my bank account. During the final phase of the deposit, a CASINO error appeared. "Unable to Log In, contact customer support at" and then the phone number for winner casino appeared.
I called them immediately, and they tried to tell me the transaction never happened. I spoke with a supervisor, who had me send a screen shot of my online bank account to prove that the deposit went through. He finally concurred that the deposit actually happened, and that this is a casino error, HOWEVER the process will now be that they have to figure out what happened first before they credit my deposit so that it doesn't happen again in the future. I was promised that someone would email me back shortly.
Almost 24 hours have passed, still no word from anyone, and when I contact live support they advise me it will be at least another 24-72 hours before I can expect any sort of resolution. I have been a microgaming depositor for years now, and this sort of thing would never happen. I only recently started playing at Playtech and I find the casinos to be much less reputable than other brands. The customer service is awful, the reps barely understand English, provide no empathy or assistance willingly. You need to poke and prod them into giving you pat answers. My advice is to avoid the Winner group of casinos altogether!
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I deposited at Euromax Play using the Idebit service. I have used Idebit many times, and am familiar with how it works.

The transaction was successful and the money was removed from my bank account. During the final phase of the deposit, a CASINO error appeared. "Unable to Log In, contact customer support at" and then the phone number for winner casino appeared.
I called them immediately, and they tried to tell me the transaction never happened. I spoke with a supervisor, who had me send a screen shot of my online bank account to prove that the deposit went through. He finally concurred that the deposit actually happened, and that this is a casino error, HOWEVER the process will now be that they have to figure out what happened first before they credit my deposit so that it doesn't happen again in the future. I was promised that someone would email me back shortly.
Almost 24 hours have passed, still no word from anyone, and when I contact live support they advise me it will be at least another 24-72 hours before I can expect any sort of resolution. I have been a microgaming depositor for years now, and this sort of thing would never happen. I only recently started playing at Playtech and I find the casinos to be much less reputable than other brands. The customer service is awful, the reps barely understand English, provide no empathy or assistance willingly. You need to poke and prod them into giving you pat answers. My advice is to avoid the Winner group of casinos altogether!

I know you're upset right now, but expecting a full resolution to this kind of issue within a few hours is unrealistic.

The vast majority of casinos do not process their own transactions, so when a dispute of this nature occurs, they need to contact the third party payment processor (usually via email) and wait for them to respond. Unfortunately, these processors usually have a very large number of clients and/or transactions, so there is usually a "queue" of such queries. It is not unusual for the casino to have to wait 24-48 hours to get an answer, and given that most casino cashiers only work business hours, that means up to 72 hours.

I'm not trying to alarm you, and this is the longest you should expect to wait, but it is important to have a realistic picture of what is going on behind the scenes.

I would allow a further 24 hours, and if you have not received a reply, then contact the rep here (if there is one) or post again, there may be affiliates here who can assist you.

I know it's tough, but be patient as the wheels turn. (I-Slot reference :D )
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
I just tried to get an update, waited for a live chat rep for half an hour and NO ONE came on chat.....things arent looking up with this casino:(
 

Sovietsky

Experienced Member
Joined
Oct 2, 2012
Location
Swe
Their live chatt is really bad and 30 minutes of waiting is not unusual. That made me run and never look back.
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
It is really bad with playtech, that you dont get any message, about the live help state. Are you waiting for the chat person to be available, or is there anyone present at all that time.

A bit harsh words from the OP allthough, since the casino has not actually done nothing wrong as I can see. It is nothing surprising to wait 48 hours for a missing deposit to be credited/returned.
Could happen at any casino.
Allthough the way support replies and apologies for the accident has a lot to do with how customer feels about the casino.
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
it's been 48 hours, no resolution, no update from the relevant department, and support refuses to provide an estimated time for resolution
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
It has now been 72 hours, no resolution in sight. Idebit security completed their investigatin and emailed me the bank transfer # and to EuroMax Play, and indicated that they have already notified the casino 2 days ago, and they don't understand why the casino is witholding my funds.
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
Well this seems unaccetable long time to wait for the deposit to turn out somewhere.
Should not take that long.
Hopefully youll get your deposit back soon :(.
 

Deanna

Senior Member
Joined
Dec 1, 2011
Location
Ohio
Day 8, still no resolution, live chat is useless, I have basically lost my money here!!

Wow, I'm so sorry. I find it hard to beleive that they would wait this long to either get in touch with you or deposit the funds into your account. They certainly don't want your future business. (Or anyone else's who might be keeping track of this thread.) I hope it wasn't a super large deposit, for your sake.

I've been having trouble with the CW processor lately, I get a declined message but the funds are taken from my bank account. I have to wait until it actually posts to my account (usually a couple of days) but IMMEDIATELY after I send them the screen shot CW puts the funds in my account with an apology. That's the way it should be. Sometimes it's really not the casino's fault but it's nice when the casino follows up to help resolve the issue quickly. They've also certainly stopped you in your tracks from making any other deposits. Not good business sense on their part.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Day 8, still no resolution, live chat is useless, I have basically lost my money here!!

Call their unresponsive bluff. Tell them they need to deal with this issue or you will ask Idebit security to deal with it on your behalf. Don't be too hasty though, give them time to think through the potential consequences before you actually ask Idebit security to do anything.

The casino admits an error at their end, and Idebit security have already been in contact with the casino over this.

Hopefully, this will get them to take this more seriously than they have been so far.

If they can't figure out exactly what happened, that is THEIR problem, not yours. If necessary, they can stop accepting Idebit until they can figure this out.

The longer this drags on, the harder it becomes to get a resolution, although we are talking weeks, not days, in terms of being able to get Idebit security on the case.

This is NOT a "US issue", so there really are no excuses for this length of delay.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
This is another reason I feel sorry for US players as they can't deposit directly from C-Cards. You have very little rights and a poorly-defined and complicated resolution process when using 3rd. party payment processors. With a card you can (although only when necessary to avoid future problems) always get refunded when goods/services aren't as described or not provided in a timely manner. This is why casinos love payment processors and often give bonus incentives to use them. Nowadays it doesn't necessarily 'mark' you making a chargeback as most casinos simply ask you to sign a copy of the transactions to verify to the card company if necessary.
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
I contacted Idebit security for the third time, they say this matter is closed and the merchant has been correctly and properly notified that they have received my money. They say there is nothing further that they can do for me????? [email protected]?!?!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I contacted Idebit security for the third time, they say this matter is closed and the merchant has been correctly and properly notified that they have received my money. They say there is nothing further that they can do for me????? [email protected]?!?!

Well, the ball is 100% in the casino's court then. They have the money, so if they refuse to give it to you, they are guilty of theft. It would also be a deliberate act, since they have been formally notified by Idebit that the transaction was properly processed in their favour.

Now, YOU (and the forum) knows that as far as Idebit is concerned, the matter is closed, but does the casino know this? You have an opportunity to use a bluff to force their hand by implying that there is still a "final resort" available to you through Idebit.

You may also be able to pressure Idebit as you effectively have the merchant denying receipt of the funds, and unlike the casino, I expect Idebit is more thoroughly regulated.

You could also consider other options, like PAB or looking for a rep on this or another forum.

You should make it known to the casino that you are not prepared to even consider further deposits until this issue is resolved, and neither are you going to go away and let them keep the money.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I have found them.


Licensed in Antigua.

There is one MAJOR problem, it is IMPOSSIBLE to find any terms and conditions ANYWHERE on their site. Either they don't have any (unlikely), or they want to prevent players from finding them easily so as to read them before signing up. I can find everything else, offers, list of games, general information, etc, just no terms.

This could be one of those casinos where you are only allowed to read the terms once you have registered, or at least downloaded the installer.

What are they trying to hide?

They also seem to target the UK as well as Europe, so why the Antigua license when Malta is just as useless, but at least allows them to advertise in the media.

They also claim to be "PayPal certified". Given the stance PayPal take on online casinos, I find such a claim coming from a non EU licensed casino hard to believe. Even with an EU license, it is VERY hard to find a casino that will accept PayPal, and those that exist seem to be the online arm of UK land operations, with PayPal generally restricted to the UK where it is definitely legal to play online casinos.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Can heavs1 do a PAB?

No as they are not on the accredited list and it will at best be NCD (no can do) as far as CM is concerned. Yet another example of the perils of straying outside the know and trusted boundaries.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
No as they are not on the accredited list and it will at best be NCD (no can do) as far as CM is concerned. Yet another example of the perils of straying outside the know and trusted boundaries.

It's not in the no-can-do list nor the rogue/not recommended section, therefore a PAB under the "one shot rule" should be allowable. It doesn't mean they will cooperate, but it could be worth a try.

If a PAB isn't an option, there is always Gambling Grumbles and Ask Gamblers. Gambling Grumbles have sometimes produced a result where a PAB fails, or is disallowed by site rules.
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
EuroMax Play is a direct sister casino to Winner Casino. Are they on the accredited list? They are listed as #1 on a couple of rating services out there.
 

heavs1

Dormant account
Joined
Apr 22, 2013
Location
Canada
day 12, the casino has started offering me free bonuses to tide me over, but they are basically throwing management under the bus. They feel this should have been resolved by now
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
day 12, the casino has started offering me free bonuses to tide me over, but they are basically throwing management under the bus. They feel this should have been resolved by now

Eh:confused:

Management throwing themselves under the bus:confused:

If they feel this should have been resolved, why not just credit the deposit and sort this out behind the scenes with their processor. The customer should NOT be seeing such internal fights between different departments, nor the inability to deal effectively with problems caused by contractors (such as their processor).

Management should throw the processor under the bus for creating this situation in the first place.

Had they credited the deposit earlier, it is likely you would have lost it and been willing to deposit some more. Now, only a fool would trust this casino and it's processor with another deposit via the same route, as it is clear they can't guarantee the security of the funds transmission.

They would not get away with this BS had the deposit come directly from a card or your bank. They rely on the terms of Idebit which effectively deprives the customer of any redress should their money get lost in transit.

It's just possible that you could have the last laugh though, try and win back the missing deposit via the free bonuses, and as soon as you manage it (and have actually received the money), close the account and vow never to play there again. If you lose, string them along as they have strung you along by making them think that daily free bonuses to tide you over will keep you interested in an eventual resolution, after which you might deposit again.
 
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