GRAND MONACO CASINO SENDS ME A CHECK ON A CLOSED BANK ACCOUNT

[jinnia]

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( jon-jon@playshare.com ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( lawrence@playshare.com ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( cherylann@playshare.com ), Jon-Jon ( jon-jon@playshare.com ), and G3Partners support ( support@g3partner.com ), not one word from them at all.

On March 18th, I emailed Lawrence ( lawrence@playshare.com ) and G3Partners support ( support@g3partner.com ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

 

[Da_Gambla]

Mario -

First off, respect. There are very few threads on non-payment issues in which a casino rep has intervened on this level. I hope you make it good for the original poster.

I visited Grand Monaco this evening after reading this thread, as I am looking for a place to open a new account. First thing that didn't sit right was the fact that nowhere on the Deposit or Withdrawl sections is there any mention of EcoCard, unless I missed it... is this something new that simply hasn't been added to the website yet?

I, for one, have absolutely no issue with ACH. If you are a legitimate business entity, I will afford you any necessary information to get my funds to my bank. Paranoia is not something I'm afflicted with, so if you are having success with ACH and not experiencing the dreaded 'stuck in processing' or other rediculous delays that everyone is posting about, then you might have a new customer.

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

If this all appears as easy and convenient as listed on your Withdrawl section at the website, then I will move forward in creating an account with GM. I guarantee at least a few others back here searching for a casino who has it 'figured out' now will also follow suit.

Thank you for your time,
- Keith

 

[Mario]

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( jon-jon@playshare.com ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( lawrence@playshare.com ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( cherylann@playshare.com ), Jon-Jon ( jon-jon@playshare.com ), and G3Partners support ( support@g3partner.com ), not one word from them at all.

On March 18th, I emailed Lawrence ( lawrence@playshare.com ) and G3Partners support ( support@g3partner.com ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

Hi there Jinnia,

Thank you for letting us know and I would like to inform you that Jon-Jon and Lawrence has been informed about this.

And I'm sure that they will get back to you ASAP.

Speak to you soon.

Best Regards
Mario
PlayShare Group Representative

 

[Jon-Jon]

Hi Jinnia

I responded on the 13th when I got your mail, and today (with the mail attached ), and also pm'ed you on gpwa

All the best

Jon-Jon, Mario, whom it may concern----

My emails to G3Partner and Playshare affiliates are being completely ignored, maybe I sent during the time you were having a problem with receiving emails??

On -
March 13, 2007 I email Jon-Jon ( jon-jon@playshare.com ), about not being able to log into my affiliate account, several hours later, I emailed Lawrence ( lawrence@playshare.com ) about the same problem, never heard from either one.

On March 16th I emailed Cherylann ( cherylann@playshare.com ), Jon-Jon ( jon-jon@playshare.com ), and G3Partners support ( support@g3partner.com ), not one word from them at all.

On March 18th, I emailed Lawrence ( lawrence@playshare.com ) and G3Partners support ( support@g3partner.com ), again!!

To this day I have not heard one word at all, and still can not log into my affiliate accounts at either place.

All their clients have been removed from my site, if they are ignoring affiliates, then how would it be possible to help on any issue a player might have with them?

 

[Mario]

Mario -

First off, respect. There are very few threads on non-payment issues in which a casino rep has intervened on this level. I hope you make it good for the original poster.

I visited Grand Monaco this evening after reading this thread, as I am looking for a place to open a new account. First thing that didn't sit right was the fact that nowhere on the Deposit or Withdrawl sections is there any mention of EcoCard, unless I missed it... is this something new that simply hasn't been added to the website yet?

I, for one, have absolutely no issue with ACH. If you are a legitimate business entity, I will afford you any necessary information to get my funds to my bank. Paranoia is not something I'm afflicted with, so if you are having success with ACH and not experiencing the dreaded 'stuck in processing' or other rediculous delays that everyone is posting about, then you might have a new customer.

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

If this all appears as easy and convenient as listed on your Withdrawl section at the website, then I will move forward in creating an account with GM. I guarantee at least a few others back here searching for a casino who has it 'figured out' now will also follow suit.

Thank you for your time,
- Keith

Hi there Keith,

Hope you are well.

Thank you for your kind words and interest in our casino.

We do believe that the only way in how we can get tops is by being honest and giving our players the service which they deserve.

We are working hard at getting around the US legislations which affects everyone and we can tell you that there are a couple of things in the pipeline.

About the deposit and withdrawal pages, these pages are a bit outdated and we are currently updating it to reflect the correct information due to the ever so changing circumstances which the legislations has caused and it should be updated closer to the end of this week with all the relevant information.

EcoCard is an option at the casino for depositing and withdrawal so you can feel free to make use of this option.

In regards to ACH transfers, which are a global occurrence and affect if not all Microgaming casinos, unfortunately we are also affected by this ordeal. But this does not mean that we are not trying our utmost best to get this resolved.

The thing is what allot of players are concerned about, which is understandable, will they get there money.

Your winnings are guaranteed and it is not a case of getting the funds but just when one will get it.

If it means that we need to fly over and give you your funds personally, that is what we will do.

So yes, the processor which was used in February did not work as well as what we hoped for and this caused allot of frustrations and concerns.

We will be the first ones to admit that we've made mistakes if needed but we do believe that the ACH transfer matter has been resolved and for the last month it seems like there has been no issues with the new processor.

The ACH transfer period is 3 to 5 business days.

Just a reminder that you can bypass the 24 hour pending period by getting in contact with us and requesting to flush your account with your winnings which we will gladly do for you.

We do hope that this has answered your questions and feel free to let me know if you have any further concerns.

Best regards
Mario
PlayShare Group Representative.

 

[jinnia]

Hi Jinnia

I responded on the 13th when I got your mail, and today (with the mail attached ), and also pm'ed you on gpwa

All the best

Yes, I received this mornings email and attachment, and I responded right back.

*jinnia

 

[Mario]

Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?

I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...

Hi there Keith,

You are 100% correct in that the soonest you should get your funds is by Friday and the latest should be Tuesday.

From the time what the funds been released from the 24 hour pending period it will take about an additional 24 hours to be processed.

So the funds should reach your bank account within 3 to 5 business days from the processing date.

So this is how it works.

You cash-in and it goes into the reversal period for 24 hours. (Call us and we will flush it for you to bypass this period)

Funds gets released from the reversal period and gets sent to the payment center to do there checks which can be anywhere within 24 hours.

So in actual fact is that this whole process can take up to 48 hours to process your funds and get it sent off.

So all the checks been done the payment center will send the funds to the processing house which will send the funds and this is more than likely where they say the funds are stuck.

It is actually true but there could be and more than likely better answers that just saying the funds are stuck.

So yes this is quite a process and we are looking at maybe moving this whole process in-house which will speed it up.

But that will not happen today or tomorrow but it is on the cards to happen in the near future.

Hope this answers your questions.

Best regards
Mario
PlayShare Group Representative.

 

[Da_Gambla]

Mario -

Thanks for the straight answers, and especially for your time.

Not saying it would happen with your casino, but most times when going through Live Support or Email Support, you get such generic answers. You wonder whether they understood the question..? Are they being vague with an answer on purpose..? This climate is so full of it...

But you were neither generic or vague. You answered my questions spot-on, and so therefore you have won a customer. I will fund an account as soon as I am ready, and we'll see how it goes.

Bryan, thank you for this site. I commend you on providing a Forum experience where the casino reps themselves will show up and speak to us. If not for this exchange between Mario and myself, I most likely would have just sat on the sidelines, for who knows how long?

I'll point out another thing about this website... through a post that started off as a 'negative', a new customer was actually brought in to the casino in question. As a free-thinking individual, I realized that although GM had some issues getting payment to the poster, the poster was also not helping themselves in the first place by being so inflexible regarding the payment vehicle. To clarify, I do believe the poster will be paid, but their inflexibility was certainly part instrumental to the delay. I do hope they submit to you, and collect on the fees from their check cashing place. That would be proper business. At any rate, I am satisfied that GM went further than many of the other casinos to satisfy this customer, and by doing so, have my faith that my account (once established) will be handled with the same care and efforts at communicating.

Thanks for raising the bar. I hope this generates a few other new accounts as well.

Best,
- Keith

 

[jinnia]

Update:

Jon-Jon at G3Partner and Lawrence at Playshare contacted me, and it appears they both had responded to
my first emails to them, for some reason I never received them. They both have taken care of my login issue to.

Thank you!!

 

[Mario]

Hi there Looknolines,

We would like to follow-up with you on withdrawal and if you can please confirm if you've received it as of yet.

Please let us know so that we can resolve this matter for you.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

We would like to follow-up with you on withdrawal and if you can please confirm if you've received it as of yet.

Please let us know so that we can resolve this matter for you.

Best Regards
Mario
PlayShare Group Representative

Hi there Looknolines,

Thank you for getting back to us as per requested it is really appreciated.

I've spoken to our finance department in Gibraltar, where the check was sent from, and they've confirmed that the check was sent on the 6th March and it should be with your shortly. They have asked us to give it a bit more time to see if the check reaches you.

However we are not accepting this and would rather want to cancel this check and send the funds to you in an alternative option as this is taking far to long and there is a possibility that the check wont even reach you.

So can I please ask you to send me your bank account details or if you've got an EcoCard account then those details will be suffice as well.

I know that this is frustrating and I truly understand what this has done to your reputation with the cash check company and if there was anything what I could do to fix that for you I would have gladly done so.

What I have done in the meantime, I've credited your account with $50 and you can go and make use of this funds in the casino software.

Can we please ask you to send us the information as per requested and we will reprocessed the withdrawal of $650 for you to the specified option.

I'm truly sorry for all this frustrations and grieve that this has caused you.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

Hope you are well.

We are pleased to inform you that your withdrawal of $650 was processed and sent to your EcoCard account.

Tracey we are so pleased that we were able to get this matter resolved for you and if you will be so kind as to send us the proof of the charges which you've occurred for this ordeal and we will gladly get those charges reimbursed for you by casino management.

Please note that from now on you will be able to use your EcoCard account for deposits and withdrawals and there should be no further issues in this regards to getting your funds.

Best Regards
Mario
PlayShare Group Representative

 

[Mario]

Hi there Looknolines,

Hope you are well.

We are pleased to inform you that your withdrawal of $650 was processed and sent to your EcoCard account.

Tracey we are so pleased that we were able to get this matter resolved for you and if you will be so kind as to send us the proof of the charges which you've occurred for this ordeal and we will gladly get those charges reimbursed for you by casino management.

Please note that from now on you will be able to use your EcoCard account for deposits and withdrawals and there should be no further issues in this regards to getting your funds.

Best Regards
Mario
PlayShare Group Representative

Hi there Looknolines,

Hope you are well.

I do hope you trip went well.

We just would like to follow-up on this matter with you and confirm that you've received your payment in your EcoCard account.

It will really be appreciated that you get back to us for confirmation of withdrawal receipt.

Best Regards
Mario
PlayShare Group Representative