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Grand Aces - How long does it take?

Discussion in 'Online Casino and Poker Complaints - old section' started by Mugwump, Jul 20, 2004.

    Jul 20, 2004
  1. Mugwump

    Mugwump Dormant account

    Location:
    Oho
    I played at Grand Aces at the beginning of the month and won 600 dollars. I made a withdrawal request on July 5 and have not recieved payment yet.

    After 10 days of waiting, I contacted them last week, and they requested some identification from me, apparently they requested this on the 10th, although I did not recieve the email. I did recieve an email from them shortly after contacting them, however.

    Although the request was via Neteller, and not a credit card, and they had no problem processing my deposit without identification, I promptly filled out their faxback form and sent it back to them. 3 days later, they sent me an email informing me that they've accepted my identification.

    On Monday, I recieved an email telling me that they've processed my payment and credited my Neteller acccount, although it has not appeared in my Neteller account yet. (A withdrawal from ultimatebet made on Monday has already appeared)

    I contacted support and they told me it would be 4 or 5 more days before I would recieve my payment.

    I have never visited this casino before and am very frustrated with them. The longest wait that I've ever had for a casino payout prior to this was 7 days from casino-on-net and pacific poker. Is 3 weeks for a measly 600 dollars a standard payout time for Grand Aces? For other casinos?

    Have others had similar issues with Grand Aces and Neteller?
     
  2. Jul 20, 2004
  3. thesmacker

    thesmacker Most Annoying Forum Member of 2006

    Grand Aces, Geisha Lounge, King Solomons and Lucky Liner are all part of the same group and historically have been problem free. I'm sure in the end you will get paid, its unfortunate it is taking so long though. From my experience and the feedback from other players payments usually only take 2-5 business days. Hang in there, your payment should be there soon.
    Cheers
     
  4. Jul 21, 2004
  5. Mugwump

    Mugwump Dormant account

    Location:
    Oho
    Still not here yet, but its good to hear that I should recieve it eventually. Never thought that checking my neteller account for their deposit would be as exciting as winning at their casino.

    Not sure why this has taken so long, but their customer service rep assured me that this was the 'first and last time' a withdrawal would take this long to process. How right he was. With all of the 'bad' casinos out there, I am very cautious of where I play and it doesn't take much personal experience with one to lump them in my personal 'do not play' box. If this is how they treat a $600 withdrawal, how do they treat a really big win? I'm not about to find out, and no more deposits means no more withdrawals.

    With all of the sites out there, don't casino operators realize that the way to make money is to keep customers and the way to keep customers is treat them and their requests with respect and efficiency, whether they win or lose?
     
  6. Jul 22, 2004
  7. Macgyver

    Macgyver Dormant account PABnononaccred

    Occupation:
    Student
    Location:
    North Carolina
    No offense, but to me, a $600 withdrawal IS a really big win! :eek:

    Maybe the casino feels the same, just keep on 'em about it. :thumbsup:
     
  8. Jul 22, 2004
  9. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Payment Issues

    Hello Mugwump

    I am the Casino Manager for Grand Aces Casino and i took a look at your complaint and did an investigation .

    We usually send out requests for ID ,this is common practice and sometimes these requests end up in the Junk portion of people emails.

    Our system records all mails that are sent out to clients so this is very easy to verify.We then do a follow up mail a few days later .

    If we do not receive a response we wait wait for the player to contact us re this, we do not have the manpower that Microsoft has and we cannot request details again and again

    I have a lot of cash ins on a regular basis at Grand Aces and most of them run very smoothly.In the last week i have had 3 Royal Flushes on Grand Aces
    and all players are happy and paid after supplying documentation.I can also verify this with the meister if you would like.I am not one for using ludicrous marketing techniques to try and entice players

    You were emailed and requested to send in the usual documents,the documents were finally sent to us on the 16th which was a Friday night our time .Nothing happened over the weekend .It (documents ) got processed on Monday 19th and the cash in should have been sent to you on Tuesday 20th ,why the Cash in went out on Wednesday 21st is something that i will be looking at.

    In essence your cash in took 24 hours longer to process than it should have done .

    The reasons for the delay -Well there are a few that we could pinpoint

    a)Non response to our request for details -A common practice nowadays amongst Casinos ,which results in a common complaint from clients saying that the Casino is bieng dodgy -Not in this case

    b)Weekend -As with every other company in the world there are certain departments that dont work on weekends and as your details arrived on a Friday night,monday was the earliest opportunity to process.

    c)A lot of Cash ins being processed and a lot of payments going out is the reason for this payment bieng delayed by 24 hours ,Please also note that this Casino does not pay out in installments as some do and is financially very sound .

    We have hired additional staff ,but as with everything it takes time for them to develop the experience and skills that are required

    In summary i dont think that this was a delayed payment or that your assummption that we were delaying it for some reason is true .

    Documents were requested and they were not received -therefore the delay

    Apart from that did you have a good gaming experience at the Casino ?
    That is after all what people are wanting -A good nights entertainment

    I do apologize for the 24 hour delay and hope that you continue to enjoy your experience with us.

    Perhaps you will even hit a Big One with us

    If you require anything further please dont hesitate to let me know

    Best Regards
    Greg Gomes
     
    Last edited: Jul 22, 2004
  10. Jul 22, 2004
  11. Mugwump

    Mugwump Dormant account

    Location:
    Oho
    Although I never recieved the initial request for information, it is possible that hotmail blocked it. If so, it is not your fault.

    According to your CSR, it did take 5 days before you made this request. If you needed the documentation, it should have been requested immediately. I spoke with a CSR 3 days after making the initial request, and was not informed that I needed to submit documentation then.

    I'm not sure why you say that you did not recieve the documentation until friday night. I contacted the CSR last Wednesday, recieved the request for documentation, and faxed it within an hour. The documentation was not 'accepted' until Friday however.

    I understand your claim that you need documentation for these cashouts, and this would make some degree of sense if you made the request prior to the deposit, especially with credit cards. However, I see no reason whatsoever that you would process a neteller deposit and then refuse to process the withdrawal until you knew who I was, except that you are stalling. I've visited at least 10 other casino/poker sites in the past year and none of them have requested such information before.

    I was assured by your CSR on Tuesday that the payment had been processed. I do not know why it took until Wednesday for this to happen either. I do not like being lied to.

    Your website claims neteller withdrawals are processed within 1 to 2 days. I finally recieved my payment today, 18 days after the initial request, 8 days after faxing you my information. You did not respond to a single email that I sent to you.

    A large part of having an enjoyable experience at a casino is the ability to trust the casino you are playing at. You gave me many reasons to worry, and few reasons to trust you.

    Thank you for looking into this and getting my payment processed yesterday. But, sorry, I will continue my quest for the Royal Flush somewhere else.
     
  12. Jul 22, 2004
  13. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    This is standard RTG casino behaviour (although I don't knock Grand Aces and sisters - never had a problem with payments), most demand a fax back form although you never receive an email asking for it. Once it's supplied with ID, then they will 'think' about processing your withdrawal.

    Interesting that they never send you a mail to explain why your withdrawal has not been processed - could this be because many people will reverse their cashin and and gamble it away? :what:

    No - of course not, what am I thinking of? Surely no online casino would act in such an unethical way just to make more money ;) :D
     
  14. Jul 22, 2004
  15. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    There are three reasons why I never have problems at any RTG casino's that I will list below including an explanation of why it should be done.

    1. When you want to download and play at a casino, research the casino here at Casinomeister, other gaming forums, and various search engines. This will ensure that you are playing at a casino that has not had any bad reports (yet). It could happen but atleast you have screened them in some way.

    2. Download the software, register your account and immediately go to the casinos website and download the fax back documents, print it, fill out all required information and make sure it is all the same info used to register. Even if it is a credit card form write your Neteller id on the credit card number line. Scan a copy of your government issued photo id, as well as a recent utility bill (black out account numbers with a marker) and scan the fax back form. If you do not have a scanner grab yourself a floppy and head to a Kinkos or other place where you live to scan and save to the disk. Send an email with all the documents attached to the casinos support address and a message such as the following:

    It must be scanned because then they can't use an "illegible" excuse that could happen when faxing. Doing it right away after registering your account will prevent them from using a "not matching information" that could result from you putting a wrong email address if it is different from the one you used to register. It may slip your mind. Asking for a confirmation is very important, and save and print all emails sent and received from the casinos. I keep mine in a file folder. Any time a phone number, email address, or physical address changes inform all casinos you play at immediately by emailing support and asking for a confirmation email.

    3. Do not claim a bonus. A lot of people will bark about this one but it saves a lot of trouble. If all steps above are followed a bonus at a reputable casino should not be a problem but it still opens a door for them to use something against you.

    Follow all steps above at the RTG's and claim a bonus if you want, but you will be ok. This may seem like a lot of hassles but it is very easy to do if you are not lazy and it is a lot less hassles that having to "pitch a bitch" email for payment and worry about not getting paid, believe me.
     
  16. Jul 23, 2004
  17. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    Black21jack - no offense but I really don't agree with what you say.

    Why would anyone go to the hassle of downloading a new casino if they aren't going to be given a bonus as a reward for their hassle/business?

    I really can't understand why you would ever download a new casino when you can just keep playing at Phoenician, Nostalgia and Inetbet - whom you know are reputable. Why would you even take the risk of playing at a casino which may or may not pay you if they aren't going to insentivise you do so?
     
  18. Jul 23, 2004
  19. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)
    Black21Jack,

    Please don't get me wrong, I am not trying to be offensive in anyway but you do sounds like a scared little mouse and advising other people to behave in the same way.

    At most casinos that I've played, they never ask for I.D., fax back forms and all that hassles. So why bother with all that extra, redundant work. If you actually bother to read the T & C, claiming bonus is not a problem at honest casinos. At crooked casinos, nothing you do will help you anyway even if you fax everything they wanted. You can avoid the latter by reading forums, stay clear of blacklisted casinos etc.

    The conclusion is that the problem isn't so much the bonus but the honesty of the casinos as well as whether you have read the T & C carefully. If you cannot read, do not want to read, too lazy to read or do not follow the T & C, then you are asking for trouble in the first place and shouldn't lay blame on either the casinos or the bonuses.
     
  20. Jul 23, 2004
  21. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    Scared little mouse? I strictly play at RTG casinos and no other software. Fax back doc's are required at all RTG's for transactions over $250.00. I do all the above right away and then I can enjoy my gaming knowing there will be no hassles. Have you ever seen me post here about a bad payout experience? read my posts, never. If you read the above post I made it clearly says as the first step to research a casino to avoid blacklisted ones. This is in reference to RTG's only and does not apply to any other software. There was a complaint about RTG's and had reference to the fax back documents so if you want things to go smoothly follow my steps if not I do not care. Just advice my friend.
     
  22. Jul 23, 2004
  23. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)

    I have withdrawn amounts well over $250 from Phoenician, a RTG casino, but they've never asked for no fax back form, no I.D., no nothing!

    Once again bonuses aren't the source of all evil like you seem to think, claim or imply in a lot of your messages. Your intention may be good but your advice is not sound IMHO. A lot of people have used bonuses to great effect. Just because you have sworn off them, doesn't mean everyone else should.
     
  24. Jul 24, 2004
  25. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    Very starnge since their withdrawal page says this:

    And I was not able to use the instant Neteller withdrawal method until I email and requested the fax back form. Neither was three other people that are friends of mine who I reffered to the casino. All were required to send in fax back documents. Very starnge indeed.
     
  26. Jul 24, 2004
  27. Chill

    Chill Dormant account

    Location:
    Norway
    I cashed out 2k from nostalgia to my netteller, no docs required at all.
     
  28. Jul 24, 2004
  29. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    I had the same experience at Nostalgia as my post above from Phoenician. No Withdrawals until they got my Doc's, utility and ID. Maybe they have changed the way they do it but Phoenician needed them going back a few months, and Nostalgia before they were part of Phoenician group. Anyways, it says on their websites that they need them so before I ever deposited I sent them in. Why would I take the chance of having the withdrawal denied when their page says they need the doc's? It does not take much to send them in, and after I did I felt safe that my withdrawals would be processed with no delay.
     
  30. Jul 24, 2004
  31. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)
    Hee hee, may be they only ask Canadians for docs!








    Just kidding! :lolup:
     
  32. Jul 27, 2004
  33. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Docs and Cash in Time

    Hello Guys

    Asking for Docs is a standard requirement and the majority of Casinos will at some stage of your gaming life ask for these details.There are a number of well know reasons for this andi wont digress as we are all aware of the why and what fors.

    With regards to the Cash in ,the reason for this post originating ,i have a full history and after examining the events i do admit that this could have been handled a lot better.We were slow in communicating between different departments ,the main reason for the delay.

    Because of this i am in the process of making a change to the way in which cash ins are handled and the service to you our clients will become a lot better.

    Although i have lost one client MUGWUMP ,i intend to make sure that i gain a lot more by the improved service that we offer.

    I can assure you that none of my Casinos appear on any Blacklists ,we have always honoured our commitments and always will.

    If you have any further queries re this please let me know

    Regards
    Greg
     
  34. Jul 27, 2004
  35. dominique

    dominique Dormant account

    Occupation:
    webmistress
    Location:
    The Boonies
    I don't ever send docs under any circumstances. I am not opening myself up to identity theft.

    I have seen entire databases for sale on the web, including credit card infor et al. I guarantee you I will never be exposed like that.

    I play at inetbet where I have never been asked. Pay into neteller within hours and never any docs needed.
     
  36. Jul 27, 2004
  37. bethug

    bethug Banned User - Winner of the "<a href="http://www.c

    inetbet is one of kind, bodog didnt ask me for anything also
     
  38. Jul 27, 2004
  39. Mugwump

    Mugwump Dormant account

    Location:
    Oho
    Thanks for the inetbet recommendation. Grand Aces was the first RTG casino I played at, and I liked the software. Inetbet has the same variety of video poker games, and the pay tables are as good as or better than those at global-player casino (with the exception of gpc's happy hours! woot! woot!). And even though they are RTG and mention a fax-back form in their banking section....they say this on their website regarding Neteller:

    Had a good win with them this afternoon, and from what I've read, I don't expect a hassle in getting my withdrawal processed...life is good.
     

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