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Missing $150 at Grand Monaco

Discussion in 'Casino Complaints - Non-Bonus Issues' started by aka23, Nov 15, 2006.

    Nov 15, 2006
  1. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    There have been a few threads about Neteller double charges recently. These are failed transactions with Neteller that are credited from your Neteller account, but do not show up at the casino. I've had three so far this month. Most of the time, the missing money is eventually credited by the casino. However, my failed Neteller transaction at Grand Monaco has not been credited after more than two weeks.

    Instead, Grand Monaco claims that all the transactions went through as exepcted. They say I deposited $190 more than I withdrew on the day in question, so I had a $190 loss. I keep a record listing my gains and losses at each casino and immediately update it after play. On the date in question my records show a $40 loss, not $190. The $150 difference between the numbers is the failed $150 deposit.

    Grand Monaco insists that all the deposits went through. This would be simple to confirm, if my account had Microgaming Cashcheck. However, the green check box is nowhere to be found in the casino. I wonder if other players have this feature.
     
  2. Nov 15, 2006
  3. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    i just checked again to be sure... YES I have the green $ CashCheck icon at Grand Monaco and it is working just fine. My conspiracy alarms go off when I experience persistent weirdities in casino banking software. (Thanks Grand Prive.)

    I had a NETeller deposit go haywire last Friday (Nov. 10). I emailed support with the NT# of the transaction within the hour. It didn't show up in my casino account till early on the 13th.

    You need CashCheck in your casino software. You need them to send you a statement of transactions to compare with NETeller.
     
  4. Nov 15, 2006
  5. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    I already sent them the NT numbers. They insist that all the transactions went through. The support rep I spoke with told me they have "proof" that the money was credited, but refused to describe any detail about what this "proof" was.

    I bypassed the missing CashCheck in the download SW by going directly to You must register/login in order to see the link. . This CashCheck confirms that I was not credited the $150 from the failed deposit.
     
  6. Nov 15, 2006
  7. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Make sure you take screenshots...
     
  8. Nov 15, 2006
  9. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    Also, you may want to contact the GM rep on board, Jon-Jon. Perhaps he can put you in contact with a manager or the banking software people.

    And I concur with WinBig. Screenshots!
     
  10. Nov 15, 2006
  11. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    My screenshots have been forwarded from support to banking. I was told they will give me their response tomorrow.
     
  12. Nov 15, 2006
  13. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    I'm interested in the outcome. Thanks for keeping us posted.

    BTW, has anyone been able to tell you why you have no functioning CashCheck in your casino?
     
  14. Nov 16, 2006
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Cashcheck

    I have just checked, and grand Monaco seems to have a functioning CashCheck, accessed from the dollar icon in the top left of the lobby.

    Credited deposits will be listed there with internal transaction numbers. This should be simple to check against fund removals destined for Grand Monaco on the Neteller statement.

    If you believe it is listed in cashcheck, but never actually appeared in the casino account, well this is a real pain in the butt to check.

    Playcheck (21days only of data stored).

    Go to session view and identify the sessions where you know you deposited. Click to view the individual session and select "detailed view". This will show more details of the gameplay, but in addition will show other credits to the account, such as bonuses, deposits and prizes.
    One possibility is that the credit came while you were playing, and the casino MIGHT be correct, and MIGHT be wrong. To check this, find out when they say the credit was made, and expand the relevant session, get a caffeine fix, and go through everything in detailed view, looking for a jump of around $150 in the right hand column. No $150 jump, no credit, and get back to support with the evidence.
    Why they have a problem with this is a puzzle. It is easier for them to dump out all the data and go through it for problems, and even send it to you as proof of the argument that the credit was made.

    Indeed, I have done this analysis before when I have spotted problems in the tally between my deposits and funds going from a credit card account. I was able to verify that the problem was in timings on the statements rather than the casino failing to credit funds, or taking funds twice for a single deposit.
     
  16. Nov 16, 2006
  17. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    I've attached a screenshot of what I see in the casino lobby. The green dollar icon is missing. Support has not offered an explanation. I'll ask about it again once the financial issues are resolved. Fortunately, I am able to login to CashCheck outside of the website via accounts3.microgaming.com and confirm the missing $150.
     
  18. Nov 16, 2006
  19. jerrylee

    jerrylee Dormant account

    Occupation:
    policymaker
    Location:
    Playa del Vaquero (I wish)
    aka, how did you find that link?
     
  20. Nov 16, 2006
  21. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    I learned it from experiences with other Microgaming casinos. You can use CashCheck by logging into You must register/login in order to see the link. (replacing "casinoname" with the actual name of the casino).
     
  22. Nov 17, 2006
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Cashcheck

    That screenshot is strange, the space is exactly where the dollar icon would be. Could you try clicking in the space to see if the software attempts to load cashcheck (tif it does, it is a local problem with the icon file being corrupt or missing).
    If Cashcheck does not show the deposit then I cannot see how the casino can argue the credit was made, it will have to provide proof.
    If this casino is as reputable as claimed, with the management having been in the business for years, I cannot see why they are unable to see "the wood for the trees" in this matter.

    You could cut & paste the cashcheck table and approach Neteller and tell them that the casino has no record of the second deposit, and that Neteller should get the error reversed as the casino are unable to trace it. Neteller have already admitted that there has been a serious issue with these timeouts and resultant double charges to another player, so don't accept a denial from them.
     
  24. Nov 17, 2006
  25. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    Nothing happens when I click on the spot where CashCheck should be.

    My approach was sending a screenshot of CashCheck and Neteller to the casino. After more than 24 hours without a response to the screenshots, I spoke with a support rep in a live chat. After looking my account up, she put me on hold for nearly a half-hour, then said:

    "Great, I may confirm that our Processing Department has identified the timeout and therefore your account will be credited shortly."
    "Kindly allow 1-2 hours for the funds to reflect."

    That's quite a change from what the support rep said 2 days ago, before I sent in the screenshots. In any case, I'll be satisfied so long as I am credited the $150.
     
  26. Nov 17, 2006
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Great news

    That's great news,
    However, this casino is supposed to be run by EXPERIENCED people, clearly not down to CS level. With all the problems with Neteller, it is hard to believe the initial attitude of support was to find a way to convince you that it was simply not possible for the deposit to have gone astray rather than take it seriously enough to ask finance to check the data.
    Now that they have found the timeout, it should be a matter of an hour or two at the most to fix, and really can be even faster.

    There is still the issue of cashcheck not being available, the difference between our accounts is that mine is in UK Pounds, and I have the icon and it works.
     
  28. Nov 17, 2006
  29. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    The $150 is in my account now. I'll wait until it hits Neteller before asking about CashCheck.

    After giving the NT transaction numbers, the original rep I spoke with several days ago told me that the accounting department looked into my claim about the failed deposit and determined that all of the listed transactions did go through. At the time I did not have CashCheck access, so I mentioned the discrepency in PlayCheck, and my win/loss. This was not enough. She insisted that the accounting department looked into it, and the listed transactions went through. I later learned that she requested an investigation into the matter.

    The management may have changed recently. They were aquired by CasinoShare on Nov. 1st as described in the email quote below:

     
  30. Nov 17, 2006
  31. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    I am glad they credited the wayward funds to your account. It really should not haven taken so long to credit your account -- even if you'd never realized the deposits didn't tally, the financial dept. should have spotted the discrepancy.

    I am concerned that your CashCheck button is missing. It's really rather odd.

    Previously I was quite content with GM's speedy withdrawals and CS. Everything, in my experience has changed in these last few weeks. A w/d that should have taken a bit more than 24 hours took 3 days. Crediting one of the wayward NETeller timeouts also took 3 days even though I sent them the NT# within the hour of the incomplete transaction. Emails go unanswered or half answered. Not acceptable.
     
  32. Nov 17, 2006
  33. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    I'm probably asking the obvious here, but have you tried uninstalling the casino, rebooting, then reinstalling it again?
     
  34. Nov 18, 2006
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Be reasonable.


    Please! - This is a MICROGAMING casino, it will eat another 1Gig just to do this, plus 3 hours or so. It may still not work (cashcheck) either.

    Best use the shortcut URL for now, especially if GM is losing touch with standards.

    My withdrawal arrived in 3 days, OK for a first withdrawal, clearly not the fastest out there though. Poor CS when things go wrong is a big worry though, and hearing about the takeover by casinoshare makes me think that CS will be "a mess" till after Christmas due to all the changes.
     

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