Resolved Euro Palace casino does not pay the winnings.

bobseven

Dormant account
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 credit@casinodesk.com
Denis: December 12 I sent you mail my story on the operation webmoney mail credit@casinodesk.com !!!!!!!!
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 floormanager@casinodesk.com
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 floormanager@casinodesk.com
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 floormanager@casinodesk.com
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 floormanager@casinodesk.com
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
 

homerbert

Accredited Casino Representative
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.
 

bobseven

Dormant account
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 credit@casinodesk.com 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?
 

homerbert

Accredited Casino Representative
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.
 

chuchu59

gambling addict
PABnonaccred
CAG
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.
 

bobseven

Dormant account
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
 

bobseven

Dormant account
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)
 

bobseven

Dormant account
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 support@casinodesk.com correspondence with service webmoney.
Lee-Anne: Thanks that is fine


With money don't want to leave.
 

bobseven

Dormant account
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
 

bobseven

Dormant account
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
 

bobseven

Dormant account
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.
 

Realitybitez

Full Member
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.

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.....
 
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