1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Dismiss Notice
  3. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

Resolved Euro Palace casino does not pay the winnings.

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bobseven, Dec 17, 2014.

    Dec 17, 2014
  1. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Ask a petition for my english, enjoyed google translator
    03/12/2014 ordered payment of a prize of 2,000 rubles (about $ 30) to the purse Webmoney.After weeks of waiting for the money purse and not received.In support service casino said that there were some problems with currency conversion, and that the payment made 08/12/2014 and within 24-72 hours the money will go to purse.After week money,I did not received.Technical support different days when the payment was made, the December 5 then 8.They said that the money paid.I sent them an e-mail history of operations in webmoney where you can see that I did not receive anything.Each time you access the customer support, please send me back the transaction history webmoney say that they have not received anything.And it lasts very slowly.Always asked to wait 24-48 hours.They said that I needed to contact support webmoney.On the request to provide all payment details including WmtransID responded unfortunately we dont accepted online statements.If they do not pay such a small winnings, what will happen to the great.Here are the latest logs chat.

    You are being connected with our support team. Thank you for your patience.
    'Angela' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
    Angela: Hi , thank you for contacting support, how are you doing today?
    Denis: When will I receive my winnings? !!!! Ordered payment on December 3 !!!!
    Angela: I'll gladly look into this for you, please give me a quick moment to review for you?
    Angela: I see the amount of 2000 was paid to your webmoney account on the 5th
    Denis: And where are they? !!!!
    Angela: The payment was definitely made on our side, I will need you to send a statement of your webmoney account so that we can confirm the funds were not received and investigate with our processors
    Angela: Please send to This email is not visible to you.
    Denis: December 12 I sent you mail my story on the operation webmoney mail This email is not visible to you. !!!!!!!!
    Angela: One moment for me please
    Angela: Thank you for holding
    Angela: It seems we have not received your email
    Angela: Could you please send it to This email is not visible to you.
    Denis: sent
    Angela: Thank you
    Angela: Denis could you please send through a generated bank statement stamped by your bank?
    Denis: What bank?! This payment purse webmoney!
    Denis: This is a story in operation webmoney! What else ?! Bank
    Denis: webmoney
    Angela: Denis I am going to have to escalate this matter to our finance department
    Denis: Go now to the finance department and understand where lost my winnings! How long can you wait!
    Angela: I have to escalate this Denis
    Angela: It could take up to 24 - 48 hours for them to investigate
    Denis: you're so each time!!!
    Angela: I am trying to help you, I do understand why you are frustrated and I do apologize for all the inconvenience caused
    Denis: You're so every time!
    Denis: I will write in the complaint to casinomeister.com other gaming forums
    Angela: I have escalated for you, please give it 24 - 48 hours
    Denis: I'm waiting for 24 hours then write a complaint to the casinomaister.com and other gaming forums
    Angela: Is there anything else I can help you with today?




    'Iris' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
    Iris: Thank you for contacting support, how are you doing today?
    Denis: How are things progressing in the financial department of my question?
    Iris: Thank you for waiting. I'll be with you in just a moment.
    Iris: how much did you withdraw?
    Denis: I ordered the payment of 3 December 2000 rubles!!!
    Denis: You do not even know
    Iris: one moment
    Iris: we paid it on the 8th
    Denis: Well, where are they? !!
    Iris: web money account
    Iris: you should receive it this week
    Denis: One operator says that paid 5 numbers, the other says that the number of paid 8
    Denis: So where is the money? !!
    Iris: it will clear this week
    Denis: I have already sent you a history of operations in vebmoney!nor any money has been received!
    Denis: I promise your second week listen
    Denis: How much more can you expect!
    Iris: I will be right with you.
    Iris: I'm sorry for the delay. I'll be right with you.
    Iris: I'm sorry for the delay. I'll be right with you.
    Iris: this week Denis
    Iris: you can expect your funds this week
    Denis: Why such confidence?
    Denis: Last week I heard the same thing
    Iris: 5-7 working days is the turn around time
    Iris: we still within the turn around time to clear
    Denis: Said that 2 working day
    Denis: Why so long!
    Iris: sorry for the delay caused Denis
    Iris: you money will be in your account this weel
    Iris: 8week
    Iris: Is there anything else I can help you with today?
    Denis: When will the money on a purse?
    Denis: And what is connected with this delay?
    Iris: i do not know, i have asked the finance team to let us know. we will send a email as soon as received
    Denis: And who knows?
    Iris: they will be letting us know once there is a response
    Denis: These are called your "faster withdrawls"
    Iris: Is there anything else I can help you with today?

    Ana: Thank you for contacting support, how are you doing today?
    Denis: In short tak.A write a complaint to the casinomaister.com and other gaming forums that you do not pay winnings
    Ana: I can see in the last chat that we have confirmed the payment on our side, and you have been asked for proof that you have not received the payment.
    Denis: I sent you the history of operations of webmoney where you can see that I did not receive anything!
    Ana: please send a confirmation up to date, today, and do inquire with them for the payment confirmation transaction
    Ana: that was given to you in the last chat.
    Ana: Is there anything else I can help you with today?
    Denis: wait
    Ana: sure
    Denis: sent
    Denis: Check-mail This email is not visible to you.
    Ana: one moment please so I can confirm when it has been received.
    Denis: sent another shot there is better seen
    Denis: check again Mail
    Ana: Thank you for waiting. I'll be with you in just a moment.
    Ana: I have received it
    Denis: send to This email is not visible to you.
    Ana: I'm sorry for the delay. I'll be right with you.
    Ana: I will be right with you.
    Ana: Denis I will escalte the screen shot for you to the finance department, but I do believe that a formal statement will be requiered webmoney
    Denis: what's next?
    Ana: please do request a formal statement from webmoney.
    Denis: Why should I ask for a statement webmoney!
    Denis: You do not even have confirmation that you made the payment
    Ana: Denis the confirmation details were given to you .
    Denis: When?
    Ana: on the last chat with my colleague Angela.
    Denis: You can not apply to webmoney?Screenshots from webmoney I give you
    Ana: Denis you being the owner of the account are the one entitled to ask for any formal statement.
    Denis: In general so I write a complaint to the casinomaister.com and other gaming forums + Lay chat logs And let the people who decides to believe you or not.
    Denis: I'm tired of you two weeks to correspond
    Ana: Denis, please provide the statement so it can be checked.
    Ana: May I do anything else for you at this moment?

    Denis: Give a confirmation that the payment of the purse webmoney was produced.
    Jayson: Hi , thank you for contacting support, how are you doing today?
    Denis: Give a confirmation that the payment of the purse webmoney was produced.
    Jayson: May I please have your registered account number or email address?
    Jayson: thank you
    Jayson: Payment Confirmation received from the webmoney is as follows: fb643be7-837c-e411-87f9-0050568a2f55
    Jayson: please contact webmoney for a statement
    Jayson: Is there anything else I can help you with today?


    Dwayne: Thank you for contacting support, how are you doing today?
    Denis: Give me proof of payment of the winnings in my purse in Webmoney.Specify all payment details including WmtransID
    Dwayne: Denis , Please hold one moment while I check your account. I am going to be as quick as I can.
    Dwayne:
    Denis: you there?
    Dwayne: Denis , your withdrawal has been paid on the 08/12/2014
    Dwayne: the funds take 1 - 3 working days to reach you
    Dwayne: you should receive the funds in the next 24 hours
    Dwayne: Thank you for waiting. I'll be with you in just a moment.
    Denis: In the morning, you said that I should address in support Webmoney
    Denis: Where did that money come information within 24 hours?
    Denis: If they do not like the number 8 can not do?
    Dwayne: Denis , I really dont understand what you are referring to ?
    Denis: When I get a win on the purse in Webmoney?
    Dwayne: I'm sorry for the delay. I'll be right with you.
    Dwayne: I will be right with you.
    Dwayne: you should receive the funds within 24 hours
    Denis: from this information?
    Dwayne: Which information ?
    Denis: you should receive the funds within 24 hours
    Denis: please do request a formal statement from webmoney Denis, please provide the statement so it can be checked.
    Denis: In the morning you wrote to me
    Denis: What has changed now?
    Dwayne: the time frame has not past yet
    Dwayne: if you would like us to trace the funds
    Dwayne: that is what we will need
    Denis: When was make a payment?
    Dwayne: 8-12-2014
    Denis: Why funds are still not credited to my account in webmoney?
    Dwayne: once we pay the funds it takes 1 - 3 working days to reach you
    Dwayne: Denis if you would like us to trace the funds , please send us a statement .
    Denis: How many working day has passed since December 8?
    Dwayne: today is the 3 rd one since the payment has been made
    Denis: It took six working days
    Dwayne: what do you mean ?
    Denis: you write 1 - 3 working days to reach you
    Denis: It took six working days
    Denis: what?
    Denis: Say what?
    Dwayne: Denis , when did I say it will take 6 working days .
    Denis: In the said will take 1-3 working days, and passed 6 working days
    Dwayne: Thank you for waiting. I'll be with you in just a moment.
    Dwayne: you will need to send us a statement from the 8 th .
    Denis: What statement?
    Dwayne: I'm sorry for the delay. I'll be right with you.
    Dwayne: webmoney statement ?
    Denis: If the payout was made on December 8, can I get all the details of payment including WmtransID?
    Dwayne: I will be right with you.
    Dwayne: I'm sorry for the delay. I'll be right with you.
    Dwayne: Denis , we will first need a statement from you
    Dwayne: showing the funds didnt get paid into your account
    Denis: I have twice sent you a picture of my story opretsy in webmoney That money in my wallet did not receive!
    Denis: I have twice sent you a picture of my story operations in webmoney That money in my wallet did not receive!
    Dwayne: I will be right with you.
    Dwayne: unfortunately we dont accepted online statements
    Denis: what?
    Dwayne: Thank you for waiting. I'll be with you in just a moment.
    Dwayne: do you mind sending the statement again
    Dwayne: you can send it to This email is not visible to you.
    Denis: again?
    Dwayne: yes please
    Dwayne: I dont see that we have it yet
    Denis: sent
    Dwayne: thank you
    Dwayne: please allow up to 30 minutes for the email to come through
    Dwayne: once we receive the email I will send it through to our banking team
    Dwayne: Is there anything else I can help you with today?
    Denis: yes you have sent 2 times!
    Dwayne: I will be right with you.

    John: Hi Denis
    Denis: Give me proof of payment of the winnings in my purse in Webmoney.Specify all payment details including WmtransID
    John: I will be right with you.
    John: Please allow me a moment to access and review your account please.
    John: Hi Denis, did you manage to get an original statement from Webmoney as the one that you send was not accepted?
    Denis: I need all payment details including WmtransID
    John: Is there a specific date range that you have that you need us to search for?
    Denis: In webmoney responded that they need need all payment details including WmtransID
    Denis: I need proof of payment of the winnings in my purse in Webmoney.Specify all payment details including WmtransID
    John: No problem I will send a request to have that emailed to you. Please allow up to 24-48 hours to receive the payments proof requested
    Denis: Why do I have to again give so long !!!!!!
    Denis: Send me now all mail
    John: We send a request and they are dealt with on a first come first serve basis. It can happen that you receive it before that time as well
     
  2. Dec 17, 2014
  3. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    Привет, напиши мне в личные сообщения на русском суть проблемы(подробно), и я переведу, а то не поймут ничего :)
    Just offer him to PM me and describe issue in full, then i translate and post.
     
    4 people like this.
  4. Dec 18, 2014
  5. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Sent a reply e-mail.
    Hi Denis
    Thank you for contacting the Support Desk.
    The Finance department did provide you with the reference payment details of the withdrawal.
    Looking in the account, the department has requested that you send through the original statement from Webmoney dated from the 1st of December until now.
    You can submit the statement to This email is not visible to you. and once received they will investigate further and advise.
    Please contact us again, should you have any further queries.
    Kind regards
    Richard C
    Casino Support
    We promote responsible gaming.


    What's the 1st of December?
     
  6. Dec 18, 2014
  7. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    So, long story short.
    Player have won, and request payout at december 3. Payout amount was 2.000 RUR(russian roubles). December 5 user contacted CS, and was told that payment processed, and he need to wait 24-48 hours. December 10 user contacted CS again, and was told that casino have some trouble with conversion, and he need to wait more. December 15 user contacted CS again, and was told that payment was done December 8. Played still do not had any payment from casino on his WM account, he sent them his webmoney transaction history 3 times. User asked from CS wm payment ID and other transaction details, but casino do not give this details. That's all.
    ===
    Per my point of view there is some kind of miscommunication between player and CS. Also CS looks very strange here, telling that payment done, then that it is not done, then that is was done.
    I suggested to user contact Euro palace rep(fortune lounge), and then we will see.
     
    3 people like this.
  8. Dec 18, 2014
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Save for a short period in 2003/04 FL had always paid legitimate winnings. In any case, many thanks to Homerbert who is always ready to help players and provide translations whilst making summaries as well. Wim should be able to sort this one out.
     
    2 people like this.
  10. Dec 21, 2014
  11. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Sent them an e-mail statement from Webmoney with the historical transactions in my wallet.
    The answer came from the casino.

    Hi Denis,
    Thank you for contacting the Support Desk.
    We appreciate that you have made the time and effort to send the requested documentation through.
    The documents have been sent to our banking department for investigation.
    Please allow 24-48 hours for the documents to be reviewed and verified.
    We will inform you should we require anything further.
    Thank you for your patience and co-operation in this regard.
    Please contact us again, should you have any further queries.


    Then came the following.

    Hi Denis,
    Gaby here from Euro Palace, in regards to the withdrawal of 2000.00 Rubles you had.
    I can confirm the withdrawal has gone through successfully, kindly note the reference number we have received from the processor.
    fb643be7-837c-e411-87f9-0050568a2f55
    Please contact us again, should you have any further queries.
    Kind regards

    Money still I have not received. :(


    Support webmoney to question You on this number fb643be7-837c-e411-87f9-0050568a2f55 to know whether there was a translation on the wallet?
    Answered - You should contact the sender.


    Sent in support of the casino this question

    How are you going to continue to resolve this issue?
    Translation from you I did not.
    Support Webmoney ask you all the details of the payment made to the purse including a transaction number.
    You I don't want to give.

    Still no answer came
     
  12. Dec 22, 2014
  13. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Came another response from the casino

    Hi Denis
    Thank you for contacting the Support Desk.
    We received feedback from the banking team regarding your 2000.00 Ruble withdrawal .
    The banking team provided us with a reference number they received from the processor.
    Reference number - fb643be7-837c-e411-87f9-0050568a2f55
    You need to provided Webmoney with the Reference number provided .
    Webmoney should be able to find your withdrawal with the Reference number .
    Please contact us again, should you have any further queries


    The problem is not want. :(
    Money still has not received.


    Sent in casino following letter

    will be further solve the situation?
    Support webmoney to question You on this number fb643be7-837c-e411-87f9-0050568a2f55 to know whether there was a translation on the wallet?
    Answered - You should contact the sender.
    Offer to enroll 2000 rubles back to the casino account.I will order the output to another payment system(skrill)
     
  14. Dec 22, 2014
  15. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Correspondence from the chat

    Lee-Anne: Hi Denis
    Lee-Anne: Thank you for contacting support, how are you doing today?
    Denis: How to solve the situation of non-payment of winnings?
    Denis: Detail here http://www.casinomeister.com/forums/showthread.php?t=65197
    Lee-Anne: I will check your account for you Denis
    Lee-Anne: ONe moment for me please
    Lee-Anne: Thank you for holding
    Lee-Anne: Denis, I see that you have sent the statement and our Banking department has checked again with the processor and have once again provided you via email, with the Webmoney reference number
    Lee-Anne: Have you contacted them since?
    Denis: Support webmoney to question You on this number fb643be7-837c-e411-87f9-0050568a2f55 to know whether there was a translation on the wallet? Answered - You should contact the sender.
    Lee-Anne: Okay Dennis I do not understand what you are saying above
    Denis: Answered - You should contact the sender.
    Denis: Answered support webmoney - You should contact the sender.
    Lee-Anne: You will have to take it further with them Denis,. they will have to trace it
    Lee-Anne: What you need to tell them is
    Lee-Anne: you have contacted the sender
    Lee-Anne: and the sender has provided you with the necessary reference number
    Denis: Answered support webmoney - You should contact the sender!!!
    Lee-Anne: Okay Denis, perhaps you are misunderstanding
    Lee-Anne: You need to let them know
    Denis: See for yourself in support webmoney from this reference number! fb643be7-837c-e411-87f9-0050568a2f55
    Lee-Anne: You have already contacted us about this
    Denis: I replied - You should contact the sender!!!
    Lee-Anne: Their answer simply states that you need to contact us they have not confirmed that they have even checked
    Lee-Anne: Their answer simply states that you need to contact us they have not confirmed that they have even checked
    Denis: Themselves contact the support webmoney!
    Denis: Why should I suffer for your mistakes?
    Denis: Offer to enroll 2000 rubles back to the casino account.I will order the output to another payment system(skrill)
    Lee-Anne: Denis, we cannot reverse funds which we do not have. I must inform you that this was not our mistake, we have provided you with the reference numbers but it seems you have not requested the correct information from Webmoney
    Lee-Anne: Denis, are you still there/
    Denis: yes
    Denis: You can contact support webmoney? Specifying this reference number fb643be7-837c-e411-87f9-0050568a2f55
    Lee-Anne: OKay please contact them again and explain to them that you have already contacted us already
    Denis: What will I tell them?!!
    Denis: I already gave them number fb643be7-837c-e411-87f9-0050568a2f55
    Lee-Anne: Exactly what we have informed you a few times now Denis. You sending them that but they are simply saying contact the sender
    Lee-Anne: They have confirmed that they have even checked this
    Lee-Anne: and we have checked with banking and they checked with the processor a few times
    Lee-Anne: Denis are you still with me?
    Denis: yes
    Lee-Anne: Okay. Please contact them
    Lee-Anne: and informed them of the above
    Denis: Why you can't ask it in Webmoney support?
    Lee-Anne: To them we are a third party Denis we are not the account holder and they will probably not give us any information regarding your account. Furthermore, we have already confirmed a successful payment on our side
    Denis: Webmoney will be able to confirm? What is with your wallet the payment was made in my purse?
    Denis: Contact webmoney for confirmation
    Lee-Anne: They should be able to Denis but they need to give you more information as well. I do not understand what you mean in your second question? Can you elaborate please
    Denis: You as the owner of the purse in webmoney have the right to do it
    Lee-Anne: You are the owner of your webmoney account
    Denis: Can you give me more information on pay from your wallet? In addition fb643be7-837c-e411-87f9-0050568a2f55
    Lee-Anne: Yes, you can give them that number and inform them it was paid to your successfully on 08-12-2014
    Lee-Anne: Denis are you still there?
    Denis: yes
    Denis: I sent you e-mail This email is not visible to you. correspondence with service webmoney.
    Lee-Anne: Thanks that is fine


    With money don't want to leave.
     
  16. Dec 23, 2014
  17. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    did you contact rep like i suggested you in PM?
    ты представителю казино писал в личные сообщения?
     
  18. Dec 24, 2014
  19. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Best of all support operator

    Latoyah: Thank you for contacting support, how are you doing today?
    Denis: How are things on my question?
    Latoyah: I will be right with you.
    Latoyah: How my I assist you with regards to the withdrawal
    Denis: Here are the details http://www.casinomeister.com/forums/showthread.php?t=65197
    Latoyah: alright
    Denis: ?
    Denis: When the payment get?
    Latoyah: for which amount?
    Latoyah: Are you there
    Denis: yes
    Denis: 2000 rub
    Latoyah: Thank you for waiting. I'll be with you in just a moment.
    Latoyah: The amount was paid out on the 5/12/2014
    Denis: Are you reading? http://www.casinomeister.com/forums/showthread.php?t=65197
    Latoyah: I'm sorry for the delay. I'll be right with you.
    Latoyah: The link brings up cssinomeister
    Denis: You decide whether the non-payment of money going?
    Latoyah: The payment was made to your preferred method of payment
    Denis: The situation is not going to solve?
    Latoyah: Thank you for waiting. I'll be with you in just a moment.
    Latoyah: I'm sorry for the delay. I'll be right with you.
    Latoyah: I will be right with you.
    Latoyah: It was paid to you.
    Denis: nice chat
    Denis: money I did not get.Where did the translation?
    Latoyah: it was sent to ecash as you requested
    Denis: Where?
    Latoyah: We paid the money to ecash as you requested on the 05/12/2014
    Denis: when you get the money?
    Latoyah: you suppose to receive the money already
    Denis: this then what? http://www.casinomeister.com/forums/showthread.php?t=65197
    Latoyah: not sure where you got that however there is nothing I can do right now
    Denis: lol. you are the best of all casino support.
    Latoyah: How so?


    money still has not received
     
  20. Dec 30, 2014
  21. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    On December 30 money still has not received.

    Received a letter in the mail

    Hi Denis



    Thank you for contacting the Support Desk.


    Denis, I can see that we are still awaiting feedback on your account in regards to the withdrawal.


    Once we receive feedback regarding this we will then send you an email to explain what is going on.


    Thank you for your patience in this matter.



    Please contact us again, should you have any further queries.



    Kind regards
     
  22. Jan 2, 2015
  23. bobseven

    bobseven Dormant account

    Occupation:
    working
    Location:
    Russia
    Received a letter

    Hi Denis ,
    Thank you for contacting the Support Desk.
    Denis , we would firstly like to apologize for any inconvenience caused due to the delay of your withdrawal. We have been advised that the withdrawal payment has failed due to a technical error however we have made payment again to you. We have also requested this transaction as urgent and you should received the funds sooner than expected.
    Please contact us again, should you have any further queries.
    Kind regards



    After a month of correspondence money paid 01/02/2015.

    Topic can be closed.
     
    2 people like this.
  24. Jan 2, 2015
  25. Realitybitez

    Realitybitez Experienced Member

    Occupation:
    Cati Interviewer
    Location:
    New Zealand

    Wow! so the mistake was on their side? And oh boy, what a mistake:eek2::what: Ok, I got a little confused with the chats as there seemed to be some type of miscommunication going on somewhere. But I did gather from what they were saying that, payment was made and to even come up with a reference number?:what: and then a month later, admit they made a mistake:eek:

    Sooo not on:( I honestly think the least they could of done was given you a free chip:thumbsup: Im really surprised though, Euro Palace was the first MG casino I ever played and I never had any issues with them.....
     

Share This Page