Nedplay withdraw process?

[sparkz]

i dont know if anyone can speak from experience with their withdraw process,

when i became a member i tried to read about deposit/withdrawing methods however i couldnt find much info about it. I did notice however in the main page the "visa" logo so as far as i was aware i could both withdraw and deposit via my debit card.

However when i decided to cashout i went to withdraw and was left with very few withdraw methods. I could bank transfer (as i never use bank transfer i dont have much of the needed info and i dont want to pay a 15 fee) use neteller, moneybookers and 1 other...

i do have a moneybookers account and neteller but its a major inconvenience. The way i see it if i lose, then i lose but if i win id prefer to have my winnings direct in my bank not put through a third party (neteller, moneybookers) that charge money to recieve money/transfer money to bank.

i dont know if anyone else knows if they do transfer the money back on the card used (some casinos may only have other withdraw methods but they say about primarily putting the money back on the card used to deposit before trying another method)

 

[me_and_ed]

I can tell you if you are waiting for an answer from C/S it is going to be awhile, this place is brutal to respond. I was to recieve 100 spins on Avavlon today for a Queens Day promo, no spins, 8 hours and counting from an email, live chat window just closes when you hit the send chat button, I have PM'd Dutchrobin as well.

 

[sparkz]

I can tell you if you are waiting for an answer from C/S it is going to be awhile, this place is brutal to respond. I was to recieve 100 spins on Avavlon today for a Queens Day promo, no spins, 8 hours and counting from an email, live chat window just closes when you hit the send chat button, I have PM'd Dutchrobin as well.

thanks for the reply, what a great shame indeed, i too have pm'd robin, no reply yet, hopefully i will hear something today

 

[me_and_ed]

24 hrs and still no reply????

 

[refre]

I prefer Moneybookers over Visa credit any day.
They only charge 1.80 for a bank transfer, and they are much faster than most (dare I say all lol) casinos. Their secret of course is having local bank accounts which eliminates the need for "international money transfers" (=takes a while).

After making a withdrawal from MB the money is always in my bank account the same/next (working) day (depending on the time). The record I think was nine hours (asking for a MB withdrawal at the casino --> money hitting my bank account (ps only works with instant pay casinos )).

Maybe a bit off topic this, but I just wanted to show that moneybookers is in fact one of the best options out there when it comes to withdrawals.
If they could only make casinos answer their e-mail...

Freddy

 

[sparkz]

thanks for posts concering moneybookers


finally they reply but its concerning my withdrawl


im an honest person, if a casino does right then i credit it, of not they i speak my mind and they must of goofed their terms....


in the terms i accepted when signing up it says...



1.6.4.2. no substantial and/or exceptional withdrawals individually and cumulatively shall be made unless notarized facsimile copies of at least 2 (two) of the following are received:
Your:
1.6.4.2.1. most recent bank statement for the bank account from which your wagers have been paid;
1.6.4.2.2. driver's license;
1.6.4.2.3. social security card or a similar document containing a photographic identification of you;
1.6.4.2.4. current and valid passport; or
1.6.4.2.5. utility bill (e.g. gas, water, telephone etc) bearing your name and your address registered with us.
1.6.4.3. notwithstanding the foregoing, we additionally reserve the right to require any of the above documentation at any time during our dealings for the purposes of identity verification.



that clearly says you need to prove id by submitting 2 of the following. I actually emailed support with 2 of them id forms (utility bill and bank statement) which should of been accepted, the email concerning my withdraw wants me to "Please be so kind to send us a scanned full-colour copy of your ID and a scanned full-colour copy of a recent utility bill or bankstatement for verification of your ID and address."


so now they want an id card? i read the terms before signing up thoroughly, and for the id part it states and 2 of them so utility bill and bank statement SHOULD be fine. If i had known otherwise i wouldnt of signed up because i dont have a passport (never been abroad), dont have a driving licence (as i dont drive) and for a provisional it would cost about 30+ so no point me getting 1.....shame



now the next thing, i still havent had a reply from robin or their customer support when i emailed them. None of my emails concerning the free spins nor debit card withdrawl have been replyed to.

for now im not too happy, if they did sort this problem out i would be happy to praise them (because they seem a decent casino) but for now we will see

 

[AussieDave]

For an Microgaming casino this is pathetic.

Obviously MGS has dropped the ball on how its licensee's handle business. Which is a real shame, they used to be one of the casino brands that you could rely on to do the right thing.

Things really are going down hill these days, aren't they


Cheers
T

 

[AussieDave]

moneybookers is in fact one of the best options out there when it comes to withdrawals.

I'll second that

I've recently started accepting moneybookers as an alternative payment method for my seo work. I received a project payment on Thursday, it was processed Friday and should be in my bank account in Australia on Monday, Tuesday at the latest.

Where as Neteller can and has taken up to 7 working days to hit.

Cheers
T

 

[sparkz]

For an Microgaming casino this is pathetic.

Obviously MGS has dropped the ball on how its licensee's handle business. Which is a real shame, they used to be one of the casino brands that you could rely on to do the right thing.

Things really are going down hill these days, aren't they


Cheers
T

completely agree there, microgaming used to be my favourite casino software provider, there was a time when i could just sign up at any microgaming casino and know the software has a hell of a lot of games, and i would know the casino support would be excellent. I have been gambling for 6 years+ and even back then it would be this way. nowadays im ALWAYS incurring problems with the majority of casinos i play at (1 of the casinos i played at and won scammed me out of 300 by telling me i had a bonus on my account and cancelling any withdrawls because i "hadnt met the wagering requirements", but as soon as i tried to reach the "requirements" i lost it all and then they told me the bonus was on my account by mistake and if i had chosen another withdrawl method it would of worked.... *cough* stanleys circus casino *cough*)


looks like choosing moneybookers was the right choice then. I was just skeptical as i havent used my moneybookers account before and dont know about having to verify my bank before i can cashout from there?

just a damm shame other places cant pay as quickly as "roulette 69" casino or "stan james" have done. was shocked. although overall i lost about 65 combined, when i tried to cashout 20 on roulette 69 and 50 on stan james i was very suprised to see the money back in my bank acount in under 30 hours on both of them. now thats fast!!!

 

[sparkz]

fair enough free spins have since been activated, must of been a delay on their systems


i won 2.05 lol

 

[dutchrobin]

Nedplay withdraw process explanation

Dear Sparkz, MeandEd and Trezz and other players,

I appreciate your comments and being critical since I am always open for criticism to improve our operations.
The reason to request additional documents to process a withdrawal is that we have to filter genuine and honest players from fraudulent and fake players.

A fair and transparent manner to check this is by requesting more information from players. According to our T&C's we are entitled to do this.

I would like to mention that from our point of view this in not intended to delay the payment or to do anything that is not appropriate.

These requests from our side are not unreasonable, and are based on the fact that in most countries anyone has to have a valid ID and is registered on an address.

I would prefer a perfect world were we would be able to pay all of our players the minute a withdrawal request comes in. However the reality is that this is impossible.

Unfortunately not all players are fair and we have to protect ourselves for that. I have resolved the personal issues with you in private and I personally guarantee that Nedplay's policies regarding these issues is and will be fair, competitive and player-friendly, now and in the future.


Cheers!
Robin

 

[sparkz]

Dear Sparkz, MeandEd and Trezz and other players,

I appreciate your comments and being critical since I am always open for criticism to improve our operations.
The reason to request additional documents to process a withdrawal is that we have to filter genuine and honest players from fraudulent and fake players.

A fair and transparent manner to check this is by requesting more information from players. According to our T&C's we are entitled to do this.

I would like to mention that from our point of view this in not intended to delay the payment or to do anything that is not appropriate.

These requests from our side are not unreasonable, and are based on the fact that in most countries anyone has to have a valid ID and is registered on an address.

I would prefer a perfect world were we would be able to pay all of our players the minute a withdrawal request comes in. However the reality is that this is impossible.

Unfortunately not all players are fair and we have to protect ourselves for that. I have resolved the personal issues with you in private and I personally guarantee that Nedplay's policies regarding these issues is and will be fair, competitive and player-friendly, now and in the future.


Cheers!
Robin

I agree completely, i know about the requesting id forms etc because clearly nowadays a casino that doesnt may end up crediting a fraudulent player and face troubles ahead of that.

Im not really being critical to the casino because i genuinely enjoyed playing there and loved all the flash animations, i do my research before playing at a casino (including reading the full terms twice over) and i know nedplay is a fair and paying casino,

i just like documenting my experiences down to also help other players because i do credit casinos where credit is due but at the same time there have been quite a few casinos in the past that i have played at which have lead me to problems,

as i mention my problems at nedplay are being sorted out by yourself and other staff there, which i appreciate and am happy to tell people that i was dealt with in the best possible way and be happy to play again

i dont think as such that everywhere people are issued with id cards, unfortunately in the uk if you want id (weather passport, provisional, driving licence) you have to pay in excess of 50 for it

 

[sparkz]

more updates... i post what i experience...

my withdraw request was 2nd may

4th may, im told my withdraw will be with me in under 24 hours...

days pass and after sending various emails to both support and the rep here iv had no reply whatsoever, i posted on another forum, someone actually contacted nedplay and was informed they had processed my withdraw and as it was going onto my card it will take longer than usual (although i also heard there have been problems with their payment systems), however in my account it is still "work in progress"


im getting pretty annoyed, i keep expecting the money to go in any second, when i play at a casino i put my faith and trust into them and expect that if i win then the money should be paid out in 24 hours, its like im being ignored also, neither the rep or support replied to me in the last 2-3 days, however in under 6 hours when someone else investigating for me emailed them they replied


i was happy with nedplay, brilliant signup offers, quality games, nice bonuses, but this is really irritating, i know also they have had to triple check for fraud accounts but once again how is that my fault? why should i be punished with slow payments because a server is playing up or someone the other side of the world has been committing fraud or whatnot?


and relating to the emails i sent the rep and support, i wouldnt of minded if i had 1 simply reply explaining delays, but nope...

 

[Elgoog]

any news on this?

 

[sparkz]

any news on this?

well im not going to lie, i am utterly p****d off!!!

still no sight of winnings, on a few occasions i have emailed direct/pm'd robin and the nedplay support, not had a reply, when i asked someone from a different forum to try and find out whats happening support replied within 10 hours lol

i was told a few times i would be paid within 24 hours but clearly i havent, the support told someone that emailed them that my money was being paid to my card thus it would take a bit longer... but strange how in my account it shows up still as "work in progress"

all i want is my fair and square winnings, sadly i'll just have to see what else i can do to get money that i staked my own money to get if i dontsee it in the next few days


and on the note of support not responding, the least they could of done is replied saying there would be a delay, i would of understood, but the fact im not even informed where my money is really annoys me

 

[me_and_ed]

I have to say I have played a couple times at Nedplay, thats gonna end based from what I have read here and my experiences so far. Last week my emails went unanswered, Dutchrobin stated that the customer service staff were away at some conference, I guess this weekend it must be a group picnic/hugfest cuz I got no answer again, thats twice now. What a shame, dont want to flame a casino here but how can you trust a place that doesn't care enough to answer emails????

 

[sparkz]

its seems to be like that sadly ,


i have heard my withdraw has been processed and its going on my card that may take longer...

will let you know once its in my bank

 

[sparkz]

well just checked my bank and YAAAAYYYYY i have been paid


fair enough i had to wait a bit, but having payment now has stopped all doubts i had,

thank you nedplay

 

[ramones70]

Personally I've had enough of Nedplay because of their slow payments. Requested a withdrawal to Moneybookers 7 days ago and it is still waiting to be processed. Since their webpage states 1-2 days processing time, I got impatient and asked support yesterday what's wrong, and was told I would be paid within 24 hours. As you can guess I'm still waiting and according to some posts in this thread I may have to wait a loooong time.

 

[me_and_ed]

I requested my account closed last week, actually had asked Dutchrobin to do it due to the fact that C/S probably would have never answered, anyway I think some improvements have been made but not nearly enough for me to stay as a player, too many service shortcomings, and with the plethora of instant service M/G casino's out there Nedplay is just gonna have to do better.

 

[ramones70]

I requested my account closed last week, actually had asked Dutchrobin to do it due to the fact that C/S probably would have never answered, anyway I think some improvements have been made but not nearly enough for me to stay as a player, too many service shortcomings, and with the plethora of instant service M/G casino's out there Nedplay is just gonna have to do better.

I'm just waiting to get paid so that I can close my account. I will stick to Dash Casino from now on when it comes to MG, and I will not try any casino that isn't fully accredited.

 

[Rusty]

I requested my account closed last week, actually had asked Dutchrobin to do it due to the fact that C/S probably would have never answered, anyway I think some improvements have been made but not nearly enough for me to stay as a player, too many service shortcomings, and with the plethora of instant service M/G casino's out there Nedplay is just gonna have to do better.

Sounds like you had a bad experience there.

I was browsing the accredited list and noticed them so signed up and took the free chip.
I have never got close to winning on a free chip before so I was surprised I managed to make the max 100.
I requested a withdrawal and the next Day got a request to send in Doc's.
I sent them in.
The next day I was asked to send a colour scan of my passport instead of BW.
This makes no sense to me but I guessed it was because I won on a free chip and was withdrawing to MB so they are extra cautious.

Anyway I contacted Robin here and asked him to check into it for me and he was very quick to respond to all my PM and now my account has been verified.
I will let you know how long the withdrawal takes but so far, other than the excessive ID request, my experience has been positive.

Of course everyone needs to go off their own experience and I think you are right that live chat needs to be improved.
They do have toll free number for UK however and response time to emails is acceptable if not outstanding.

 

[me_and_ed]

Anyway I contacted Robin here and asked him to check into it for me and he was very quick to respond to all my PM and now my account has been verified.
I will let you know how long the withdrawal takes but so far, other than the excessive ID request, my experience has been positive.

Thats the problem, the only time I could ever get service was to contact Robin, as well I am in Canada and we dont really count here so we dont get toll free numbers , I am not saying this place is bad by any stretch, what I am saying is that there are so many other M/G's that offer instant service, what if it was a money issue?? Their new chat service I guess answers in 12hrs, that is still too long when it comes to money, thats only my opinion, I would play there if there "live chat" actually had somebody at the other end instead of being forwarded to a ticket system which they have now implemented.

 

[Rusty]

Thats the problem, the only time I could ever get service was to contact Robin, as well I am in Canada and we dont really count here so we dont get toll free numbers , I am not saying this place is bad by any stretch, what I am saying is that there are so many other M/G's that offer instant service, what if it was a money issue?? Their new chat service I guess answers in 12hrs, that is still too long when it comes to money, thats only my opinion, I would play there if there "live chat" actually had somebody at the other end instead of being forwarded to a ticket system which they have now implemented.

Fair comment, I don't disagree with you.
Did you not get an email with a link to their CS where you create your own password and can communicate there?
I wonder why they have no live help but offer the service?
Bummer not having a toll free number - do most MG have them for Canada?

 

[me_and_ed]

Fair comment, I don't disagree with you.
Did you not get an email with a link to their CS where you create your own password and can communicate there?
I wonder why they have no live help but offer the service?
Bummer not having a toll free number - do most MG have them for Canada?

Most M/G's do have toll free from Canada and yes I did get the link and signed up, still took at least 12 hrs. Robin is good to deal with and I am sure things will eventually get ironed out with Nedplay.

 

[Rusty]

Cough> I should of listened to you me_and_ed.

Not received my money yet but went in to log in and make a deposit tonight and...I am locked out of my account!

Tried live chat again just in case but still not working.
At least I have freephone UK though right? Wrong, no answer.

So I had to contact the rep here again to find out what is going on.

Not heard back yet but the last I heard my account was verified and my withdrawal being processed - doh!

 

[me_and_ed]

Cough> I should of listened to you me_and_ed.

Not received my money yet but went in to log in and make a deposit tonight and...I am locked out of my account!

Tried live chat again just in case but still not working.
At least I have freephone UK though right? Wrong, no answer.

So I had to contact the rep here again to find out what is going on.

Not heard back yet but the last I heard my account was verified and my withdrawal being processed - doh!

Well Rusty we will see, maybe we can share stories, Robin was nice enough to compensate me with a few free spins for my trouble and to give another chance, any way after my spins I did dep again, I now have a $1250 w/d, I have recieved an email saying it was processed after 24hrs, requested docs which I have just emailed, we will wait and see, I have assured Robin I will eat my words if all goes well.

 

[Rusty]

I tried the freephone number again Today and got through so they must have set hours for support.

They had no account issue at their end and they could log in.
When I tried with their password I could log in too.
So it must have been an issue with my password but I don't know what.
Anyway the important thing is I am able to log in and play.

 

[me_and_ed]

Tap....Tap.....Tap......

 

[Rusty]

Tap....Tap.....Tap......

This is very poor.
Withdrawal requested July 19th
Account verified July 21st


Still no payment received!
At any other casinio my Moneybookers withdrawals take between an hour and Three Days max!
Even allowing for verification and discounting Weekend it has still been 5 working Days and counting.

 

[me_and_ed]

This is very poor.
Withdrawal requested July 19th
Account verified July 21st


Still no payment received!
At any other casinio my Moneybookers withdrawals take between an hour and Three Days max!
Even allowing for verification and discounting Weekend it has still been 5 working Days and counting.

Thats makes 2 of us, C2P w/d's very rarely take 48hrs to hit my acct, most only 24, still nothing, I made a w/d at another M/G casino on Friday, money hit my C2P acct this morning. I have another w/d from this weekend pending from Share, I am sure that will be in my C2P acct tomorrow.

 

[me_and_ed]

STILL NOTHING, was told this was paid last week, starting to get very impatient, doesnt take this long to hit the account.

 

[Rusty]

STILL NOTHING, was told this was paid last week, starting to get very impatient, doesnt take this long to hit the account.

Same here.
I get told everyday it has been processed and still nothing.
This is now the longest i have ever had to wait for a withdrawal in all the years I have gamed online.
I am beginning to wonder if they intend to pay at all.

 

[me_and_ed]

My money finally arrived in my C2P account.......$40 missing from my W/D, I guess they charge a $40 w/d fee, $40 on a $900 w/d WTF!!!, cant find it anywhere on the website. I wish I could post something positive here, I guess getting paid is positive, the $40 is the nail in the coffin for me though.

 

[Rusty]

My money finally arrived in my C2P account.......$40 missing from my W/D, I guess they charge a $40 w/d fee, $40 on a $900 w/d WTF!!!, cant find it anywhere on the website. I wish I could post something positive here, I guess getting paid is positive, the $40 is the nail in the coffin for me though.

I am happy you got paid at last but what the hell is that $40?
You had better get on to Robin that is outrageous.

I am going to PM now, I made my withdrawal request 4 Days before yours and still have not received payment.
This to Moneybookers and I'm UK for Gods sake!

 

[me_and_ed]

I stand to be corrected on the $40, I was not made aware that $40 was sent to a C/C as part of this w/d, Nedplay does not charge a w/d fee. My summation ia this is not a bad place, it is not the fastest nor the slowest, but can most definitely bet trusted, as well they have made amends in respect to the speed of which queries are answered. I make a personal apology in my last post regarding the w/d fee.

 

[Rusty]

This place is a joke when it comes to getting paid.

Still not received my withdrawal to MB form July 19th despite being told it has been processed.

This was what Robin the rep here assured me 4 Days ago! (July 25th)

Your payment is allocated and should hit your Moneybookers anytime soon, and this always takes a bit longer for your first cashout because of the paperwork.

That was 4 Days after my account was verified and 6 Days after my cashout request and now 10 Days total!

The only way my payment can take this long is if the Casino is deliberately delaying it.

 

[Rusty]

Phew, finally in my moneybookers account today.

That was far too long even if it was from a free chip.

Robin is a good Rep and they did credit my account with a bonus for the delay so fair play on that side but they really need to sort out their processing of cashouts.
I will be reluctant to deposit again until I know this is sorted out so I hope Robin can respond and let us know when the problems are sorted out.

 

[wewewewewe]

Waiting...

Well, i have also made an deposit and won an substantial amount.

I have experienced a lot of the things i read here in this topic.

No bonus credited automatically (which they say on their website it will do). No fast response to email, No live chat available for a long time.

I have made an withdrawal request on 03 august 2009. Today emailed my id's etc. (After reading this topic )

Lets wait how long it takes to be my withdrawal at my Neteller account. I will keep you posted!

 

[wewewewewe]

Update

Well an update here....

On 03 august withdrawal

On 04 august send them my ID. No request from them

On 04 august a mail from them with my withdrawal being processed, and a request for id's? (well ok, its a standard email)

On 04 august later that evening. An email. ID's ok. My withdrawal is not visible? What the heck! Well answered them, i see it! I can reverse the withdrawal, so hey its there! (really strange, but ok)

On 05 august a mail from them it is visible my withdrawal :notworthy (didnt do a thing, but ok) Addition in the mail: my withdrawal is ready to be paid.

On 06 august in the morning, well lets send them an email, whats taking them so long? Everything is ok, i can almost smell the money, why isnt it on my Neteller account?

On 06 august in the afternoon they reply: The withdrawal is still ready, its now up to their financial department. This will take a couple of days...

Today 06 august later in the afternoon, still no money....

They keep me waiting........

 

[ssgtsnelly]

Took me 11 days to get paid and took intervention of Robin who was very helpful, dont expect much help from live chat, they do all they can to avoid the subject and love passing the blame, apart from Robin nedplay is a joke of a place to play and not up to MG standards IMHO.

 

[Rusty]

Well an update here....

On 03 august withdrawal

On 04 august send them my ID. No request from them

On 04 august a mail from them with my withdrawal being processed, and a request for id's? (well ok, its a standard email)

On 04 august later that evening. An email. ID's ok. My withdrawal is not visible? What the heck! Well answered them, i see it! I can reverse the withdrawal, so hey its there! (really strange, but ok)

On 05 august a mail from them it is visible my withdrawal :notworthy (didnt do a thing, but ok) Addition in the mail: my withdrawal is ready to be paid.

On 06 august in the morning, well lets send them an email, whats taking them so long? Everything is ok, i can almost smell the money, why isnt it on my Neteller account?

On 06 august in the afternoon they reply: The withdrawal is still ready, its now up to their financial department. This will take a couple of days...

Today 06 august later in the afternoon, still no money....

They keep me waiting........

I think you will be waiting a while yet judging by past experience.
It is a shame because the people are nice but the service is horrible.

This must be Casino policy to delay all withdrawals which is just not good enough for a Casino that wants to be accredited.
I expect it is very frustrating working for the CS department.

 

[wewewewewe]

Live chat

Had a conversation in the live chat modus.

Was special because it was in my native language Dutch. (never had that before, always english)

Nevertheless, it doesnt help. I agree, those people are nice but cannot do anything for you. She couldnt even anwser my question when the money really would be credited to my account. All vague answers. No help there.

I Said: i wont bother you anymore, perhaps you can actually help someone else. (You have to keep it nice...she cant help it)

However doesnt gave me a satisfied consumer/customer feeling... :icon_evil

 

[me_and_ed]

Had a conversation in the live chat modus.

Was special because it was in my native language Dutch. (never had that before, always english)

Nevertheless, it doesnt help. I agree, those people are nice but cannot do anything for you. She couldnt even anwser my question when the money really would be credited to my account. All vague answers. No help there.

I Said: i wont bother you anymore, perhaps you can actually help someone else. (You have to keep it nice...she cant help it)

However doesnt gave me a satisfied consumer/customer feeling... :icon_evil

You will get your money, they just are not really fast. I think they fire off the money to another processor.

 

[wewewewewe]

Well..

You will get your money, they just are not really fast. I think they fire off the money to another processor.

Lets hope so. This weekend still received nothing. Reading the other peoples experiences, that is not really a surprise....