Is This Standard Practise? The Royal Vegas Runaround?

aletakmoore

Dormant account
Joined
Oct 14, 2012
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?
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
Location
Australia
What method did you use to deposit?

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.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
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
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
Location
Australia
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

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:
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
Location
Australia
Maybe it's time the casinos should start waiting 7 days to GET the money when one deposits.

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:
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
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???
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
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.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
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.

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.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
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.

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.
 

P.V.

Dormant Account
webmeister
Joined
Apr 17, 2010
Location
Turn around...
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.


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:
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
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.

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:
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
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.

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.
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
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:
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
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
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
Location
Australia
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

Sorry about that Wim, sarcasm is the ugly stepsister to humility.:(
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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

The problem here is the MGS banking interface. It encourages the player to "try again" in such a situation. This is BAD ADVICE, and this needs to be addressed. Far better advice would be for players to NOT simply "try again", but to first check the other end of the transaction for signs that the money may have been taken. With an eWallet, it takes a couple of minutes, but with a card or bank, it can be the next day before the situation becomes clear. Only once the player is certain the money never left should they have another go. If the money has left, they should contact CS to retrieve it.

By following the advice given by the MGS banking application, this player was out $500 and STILL had not managed to successfully get any money into the casino. For something as important as financial transactions, it seems casinos are unacceptably unreliable when compared with regular retail merchants. Cases of money ending up in a "black hole" rather than back at source or in the casino, are far too common. The system does not have proper safeguards in place to deal with this kind of problem. Dropping the request to the bank when a transaction fails should be automatic, not a matter of the player having to "bully" the merchant to tell the bank the money got lost.
It is also a matter that the banks should address, making sure that they have better systems in place that can detect whether a transaction has failed to complete, rather than having money stuck in limbo because the request has been made, and the system is waiting an indeterminate length of time for the completion claim.
It could be done under regulation, such as insisting that for electronic transactions, the recipient completes withing a day, else the money is pulled back to source and a new transaction has to be made through the merchant and authorised by the customer.
 

aletakmoore

Dormant account
Joined
Oct 14, 2012
Location
Australia
Just thought I'd let you all know the outcome.
Within ten minutes of receiving the fax, my funds were released.
Apparently the Commonwealth Bank of Australia has a
dedicated fax line just for this situation, so I'm assuming it happens
quite a bit.
Hopefully, the next in line will have a little less trouble.
Special thanks to the Weatherman for your
thoughtful post...
and my English mother says you can't trust meterologists...:p
 
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