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Is This Standard Practise? The Royal Vegas Runaround?

Discussion in 'Casino Complaints - Non-Bonus Issues' started by aletakmoore, Feb 12, 2013.

    Feb 12, 2013
  1. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    :mad:

    I am having serious issues with Royal Vegas Casino.
    I tried five times to deposit $100.
    All five times the deposits were rejected, but
    according to my bank they were approved.
    Even though all my bank needed was a fax stating that the
    transactions (I even obtained all the transaction numbers for them)
    were rejected, they refused to send the fax, stating it was not company policy.
    I now have to wait seven days to get my $500 back, for simple
    want of a fax.
    Not only would they not send the fax, they basically said I did not
    understand the issue. Each time, they came up with a different, obviously hedging, answer. Why would they not send a simple release form? I am furious! So much for VIP membership.
    So, my question is this, is the release of funds form standard practise, as my bank manager says, or a figment of my imagination, as according to Royal Vegas?
     
  2. Feb 12, 2013
  3. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    What method did you use to deposit?
     
  4. Feb 12, 2013
  5. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    I did receive a PM so I am looking into it.

    Wim
     
    2 people like this.
  6. Feb 12, 2013
  7. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    I have always used a credit card.
    Never had any problem before.
    I understand you get the odd snafu,
    but according to the bank, very easily fixed.
     
    1 person likes this.
  8. Feb 12, 2013
  9. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Just a question.

    From what you have posted, your bank is aware that the transactions did not go through as you are saying they are going to refund you in seven days.

    Are you requesting a document from us to reduce this time ?

    Wim
     
  10. Feb 12, 2013
  11. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    That is exactly what I was asking for. The bank needed a fax to release the money
    back into my account. Otherwise I would have to wait seven working days. That is a long time to wait on $500. The Pit Boss told me they have never faxed a release of funds form in this situation.
    But I needed the money sooner rather than later. It would be great if you could help.:lolup:
     
  12. Feb 12, 2013
  13. universal4

    universal4 Dormant account webmeister

    Occupation:
    Portal Owner - Web Host
    Location:
    Florida
    Maybe it's time the casinos should start waiting 7 days to GET the money when one deposits.
     
  14. Feb 12, 2013
  15. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    lol, but anyway wim is trying to help out here which is great so i hope they do get it sorted quickly
     
  16. Feb 13, 2013
  17. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    Lmao...that would put the glove on the other foot lol:p
    Apparently now, I need to find the form and get my bank to send it to them...
    It's never easy, is it????

    And once I find the form, I can sit around waiting for the other glove to drop..:rolleyes:
     
  18. Feb 13, 2013
  19. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    The Plot Sickens....

    Ok..the saga continues..

    Day 2.
    After being told repeatedly that all the bank requires is a fax
    stating that the transactions were rejected, I receive this reply from the 'vip' desk

    Thank you for contacting the VIP Support Desk.



    Aleta, I have now forwarded your request to Gregg, who will be in the office in the next 3 hours.



    He will then respond to you with more feedback as the E-cash Department will then also be back in the office as it is currently 4.40am here.



    I thank you for your time and patience in this regard.

    Of course, by which time.....MY bank will be closed.
    Apparently, noone else there knows how to use a fax machine????????:rolleyes:
    Anyone want to start a pool on which will come first?
    The seven days or my fax???
     
  20. Feb 13, 2013
  21. ChillBill

    ChillBill Banned User - Aussiedave in disguise

    Occupation:
    semi retired
    Location:
    Australia
    I have to wonder why your so desperate for the $500 when your Bank said it will be returned in 7 days. If this cash was so important to you, why would you flutter it away on gambling.
     
  22. Feb 13, 2013
  23. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Well in fairness to the OP, they never planned on spending $500 gambling - they only planned on spending $100. Maybe the other $400 was supposed to pay a bill or something.
     
    3 people like this.
  24. Feb 13, 2013
  25. ChillBill

    ChillBill Banned User - Aussiedave in disguise

    Occupation:
    semi retired
    Location:
    Australia
    If that's the case, the $400 should have been kept for whatever purpose it was intended to cover and not deposited into the casino. While this situation is clearly frustrating for the OP, if restraint has been used after making the first $100 deposit, he/she would still have the $400.

    I don't understand how the OP can blame the casino for his/her lack of restraint.
     
    1 person likes this.
  26. Feb 13, 2013
  27. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...

    It was a processing error, casino declined the transactions when in fact the bank was taking out the money each time they were declined.

    I'm sure the OP didn't have a clue this was happening while trying to deposit $100.00 but only after the fact did they find out all five tries were approved by the OP's bank but declined by the OC.

    At least that's the way I read it. :thumbsup:
     
    3 people like this.
  28. Feb 13, 2013
  29. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    Because I didn't TRY to gamble $500.
    I tried to deposit $100 that was rejected FIVE times.
    on top of trying two other cards, in case it was a card issue.
    I don't know too many ppl who can remove that much from their daily accounts for seven to
    ten days without it causing a stir.
    Just also unlucky that it was in the middle of my pay week I guess,
    but thanks for your concern for my fiscal wellbeing:rolleyes:
     
  30. Feb 13, 2013
  31. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    I did contact the casino, and was told there were NO banking issues, so obviously the
    problem was on my end. And told emphatically the $100 was rejected, and to try again later.
    It was only AFTER I made my second complaint, that I was told, yes, there has been an issue, but
    we are fixing it now. I was in the middle of two tournaments, which were ending that night and the
    next morning, so I wanted to deposit some money to complete my entries. (I had a winning position
    in both at the time) obviously, if I had been told there was a problem I would not have tried even once, and certainly not five times. I dont blame the casino, for my five attempts.
    I blame the casino for making a slight banking snafu, take on unsurmountable hurdles.
    All they need to do is send a fax (it's free) and the won't do it. That is what bothers me.
     
  32. Feb 13, 2013
  33. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    Climb every mountain......

    Yaaaaah!!!!!!!!!!!!!!!!!!!!
    Wim the wonderful has fixed my fax!!!!!!!!!!!!!
    This is one hard working casinomeister!!!
    Thanks so much Wim,
    I really appreciate all your effort.
    You and Gregg have gone above and beyond to help me out,
    especially seeing this is unchartered waters!!!!
    Keep up the excellent work!!!!!:thumbsup:
     
    4 people like this.
  34. Feb 13, 2013
  35. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Aletakmoore

    It was a bit of a mission (especially as this was the first time we had to do something like this) but I am glad that we have managed to get it resolved.

    We just hope that your bank will expedite the process of refund from hereon.

    Regards

    Wim

    PS: Everyone here knows how to operate a fax - it was just that we did not have anything to fax to your bank until now. :D
     
    4 people like this.
  36. Feb 13, 2013
  37. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Another happy ending! :thumbsup:
     
  38. Feb 13, 2013
  39. aletakmoore

    aletakmoore Dormant account

    Occupation:
    Slot Jockey
    Location:
    Australia
    Sorry about that Wim, sarcasm is the ugly stepsister to humility.:(
     

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