Neteller - GoldenPalace nightmare

[deedee23]

I am having a terrible time getting a Neteller purchase credited to my Goldenpalace account. I made 2 purchases at GoldenPalace last night one was credited correctly and the other was removed from my Neteller account but not credited to my GP account. I called CS and they asked me to send them my Neteller transaction log to show the transaction. I also called Neteller and got the NT numbers for the 2 transactions and sent them to GP. GoldenPalace emailed back and said that they only had one transaction go through and the other NT number must be for another casino (Not! they are the only casino I played in) so I phoned CS again and reviewed the problem with them. They told me if the transaction went through I would have been credited. They said they would only look up the NT numbers if they received an email from Neteller. Called Neteller and asked them to email GP with the NT numbers Neteller tells me that all GoldenPlace need to trace the transaction is the NT numbers. After begging Neteller CS to please send the email they said the accounting department will send in 48 hours.

Is it this difficult for everyone when this happens. I would think they could simply search the NT numbers I sent them in there Neteller merchant account and confirm the funds were sent to them

 

[AussieDave]

The NT number should be all they (GP) require to trace your transactions. If Neteller are stating that the funds have been (on their side) assigned to GP; having both NT codes should prove that, It's my opinion GP are playing semantics.

I'd suggest speaking with either a supervisor or a floor manager at GP.

Having to wait 48+ hours to have this sorted is BS imo.

Lets us know how you go!

 

[deedee23]

Thanks, I think I will call back and see if a floor manager or supervisor can help me. I am glad I am not the only one who thinks this is BS. I have already spent about 3 hours on the telephone between Neteller and GP (mostly on hold at Neteller) but I guess I have to keep calling unless I want to kiss this money goodby

 

[Weedlayer]

I am having a terrible time getting a Neteller purchase credited to my Goldenpalace account. I made 2 purchases at GoldenPalace last night one was credited correctly and the other was removed from my Neteller account but not credited to my GP account...

This exact same thing happened to me today. I just signed up there. On my first ever deposit, I got a "server busy" error message, so I thought the deposit didn't go through. Did another deposit,and then got a pop-up that the first deposit went through. Never got the second one though. I'm trying to get NT numbers to send GP now.

 

[Addisyn]

Same thing happened to me at VIP Casino two days ago. Their web site was lagging and I put through a Neteller deposit. I didn't think it went through so tired again. Neither of them appeared in my account so I thought nothing more about it just played somewhere else.

Later on in the day I happened to check my Neteller account and two deposits had gone to VIP Casino. I double checked my account and they weren't there. I called Neteller and got the NT numbers. Then called the casino. I was on hold for over 45 minutes the first time I called. I finally hung up. Figured I would wait until late in the evening hoping it would not be so busy for them. I then emailed the casino manager from Casinomeister asking them to look into it for me.

Well I called again, on hold for another 25 minutes but they found the deposits. The manager gave me a free $50 for my trouble.

One thing I learned from this experience you are on your own. Neither Neteller or the casino will fix this for you without you doing all the "leg work".

I would email support, email the casino manager and get on the phone. Coming from all angles seemed to speed up the process.

 

[deedee23]

I called GP back and asked to speak to a manager. He kept telling me that he had to receive an email from Neteller confirming the NT numbers. After all he said I could be making them up. I asked him why he could not confirm the numbers on the GP neteller merchant system. He told me that its a national holiday in Panama (where their CS apparently is) and there is no one in the accounting office that can confirm the NT numbers and since I am not a big player (its only a $50.00 purchase) they do not want to bother the Montreal office.

So I guess I am SOL until Neteller sends them an email which according to Neteller will be about 48 hours.

I was pretty sure I would lose this money when I made the purchase but I thought I would atleast get to play.

Lesson learned!

 

[vinylweatherman]

Descending into chaos.

This problem, far from being fixed, seems to be getting worse with each day I look on the threads here.

When I first contacted Neteller when it happened to me, I was assured that there was no problem at all, and it was an "isolated incident".

Golden Palace are indeed giving BS, or possibly delaying tactics, as in the end they will have to account for the transaction one way or another. The big problem is that it is still up to the player to spot that something has gone wrong, or they face a real nightmare weeks later.

Neteller are very slow at dealing with issues, and don't bank on them actually sending that E-mail in 48 hours, it will be someone else's shift, and they probably won't know it has to be done, especially as it is not something they do. Indeed, one casino told me that Neteller will NOT do this, as it is seen as giving out client information, which is why we have this farcs of contacting Neteller for the NT number in the first place, as the casino cannot ask Neteller for it (although some CS staff have got the knowhow to find a failed transaction from their end based on the fact it failed, rather than looking for a particular NT number).

If GP don't appreciate a $50 player, perhaps you should find a casino that does.

 

[Mousey]

Dealing with this NETeller time out problem has become my second job. I attempt a deposit, then spend my evening relaying emails, contacting CS, and never getting to play.

To deedee's problem:

He kept telling me that he had to receive an email from Neteller confirming the NT numbers.

I've never known NETeller to email a 'merchant' with confirming NT#'s or whatnot. The way it always works is, player gets NT# from NETeller, emails said #'s to casino, who then match up the number you sent with the NETeller transactions #'s on their end. Golden Palace is being bullheaded and simply wrong in this situation. They may eventually find the wayward deposit on their own (it took Fortune Lounge weeks to find one of mine last year). I'd stay on top of it.

 

[deedee23]

In the last 24 hours I have now spent a total of about 4 hours on the telephone and sent atleast 6 emails. I emailed the NT numbers as they first requested they responded saying that I must have made the second purchase at another casino (translated that means I must be to stupid to know what casino I was playing at) I was then told that Neteller had to email them the NT numbers directly as I may have made up the NT numbers (translated we think your a liar and a theif) when I asked them why they could not confirm the numbers on their Neteller merchant system they said that their accounting office was closed to day due to a national holiday in Panama and a $50.00 transaction was not big enought to bother the Montreal office over (tranlated means I am too lowly a player for them to bother with) I then told them I was planning to close my account over this issue and they said "go ahead" (needs no translation).

I am usualy one to fly into a rage over situations like this but I am just too shocked right now to even call them to vent. All I can do at this point is wait till Monday (I assume their accounting people will be back in the office then)and try again.

 

[deedee23]

This exact same thing happened to me today. I just signed up there. On my first ever deposit, I got a "server busy" error message, so I thought the deposit didn't go through. Did another deposit,and then got a pop-up that the first deposit went through. Never got the second one though. I'm trying to get NT numbers to send GP now.

Weedlayer,

Did you have any luck with them?

 

[deedee23]

I guess Neteller came through for me.

I received 2 emails from Neteller the first telling me that they had emailed GoldenPalace and the second saying that they had confirmed with them that they had received the funds.

I logged into my GP account and found the funds had been credied. No email from GP other than a computer generated email saying my purchase had been approved. No appoligy for being called a stupid, lying, low level player.

Now to make a decision...do I play the money or cashout and close my account.

hhhmmm....decisions, decisions......

 

[suzecat]

I would cash out and remove GP from my computer. I do not believe you will get a better wake-up call.

 

[Weedlayer]

Weedlayer,

Did you have any luck with them?

I sent them the NT codes and even attached a screenshot of my Neteller account for proof - and they still told me I had to contact Neteller directly to find out what happpened to my deposit. So I've re-written Neteller and asked them to contact GP on my behalf.

I lose enough gambling without losing money to Golden Palace technical glitches.
Not to mention the time and aggravation. I feel your pain.

 

[Mousey]

deedee I'm glad you finally got your money credited to your account.

Weedlayer I hope yours turns out well, also.

Golden Palace leaves a lot to be desired in the 'keep the customer happy' department. They just don't give a flying rat's butt.

 

[jenn1381]

Personally, I would cash out and uninstall. Do you really want to give your hard earned money to people that treat you like a 4 year old child? They don't appreciate your buisness, so why give it? That is what is wrong with SO many casino's now days. They know that there will always be some sucker around to replace you tomorrow, so they don't care if they lose you. Quite honestly, if a casino treated me like that, I'd have sent them an email that would make their mothers cringe, cashed out, and never ever gone back. I play where my $ is appreciated, seeing as how I so rarely get it back.. lol

 

[jerrylee]

agree with above

Hard to believe GP was so blunt about it. The latest winner screenshot I posted, while in play money, is for Kiwi (Playtech). There small deposits do go appreciated with comp points and recently a monthly no deposit bonus! Needless to say, I can't play with Golden Palace (jurisdictional reason), not that I would want to though...

deedee23, since you mention the Montreal office, could you get an address/phone number of their contact center? I live there and would be curious...

 

[Weedlayer]

Thanks to Neteller, I got my missing deposit credited, too. Kudos to their excellent PR department.

Golden Palace sure could have handled this better. I would have loved to have played there some more.

 

[wangpoker]

Never worry.
your money will be yours.

I lost my deposits to casinos via Neteller several times because internet was stuck. always got my funds back later.

Neteller is very convenient.
but transfer change is 2 high!

Mine is VIP account because i contribute much to Neteller.

PS: No more wire transfer option to withraw your money from US Dollar Neteller account.

 

[kirby]

I guess I should consider myself lucky. I made a $20 deposit without a problem. Won $18. Signed up for Fastrack. Withdrew $35 and ha it back in Neteller in 3 days.

That said, the blackjack forums are full of tales of woe with this site. May even have stopped accepting US players.

Guess I better withdraw my last $6

 

[jerrylee]

mystery

deedee23, since you mention the Montreal office, could you get an address/phone number of their contact center? I live there and would be curious...

Got this response from GP CS, when I asked the contact info/function of their Montreal office:
"About the Montreal office, I can't tell you exactly what is that for, but I'm almost sure they will be moving also." (referring to the fact their CS was in Panama now)
-Dayle, Customer Care

 

[wangpoker]

Got this response from GP CS, when I asked the contact info/function of their Montreal office:
"About the Montreal office, I can't tell you exactly what is that for, but I'm almost sure they will be moving also." (referring to the fact their CS was in Panama now)
-Dayle, Customer Care

although their CS phone # area code is 416, I was told they are not in Toronto, but in Montreal, at least all chinese CS were in montreal. Many of them went away last month because of UIGEA.

 

[just play]

I have been very fortunate with Golden Palace, they are very nice to me, and credited me more then I can count, just because I emailed them and said something about whatever....I have never been treated bad by them, it's quite the opposite. (and I am a low roller)

BUT now they and their sister casinos have changed to Golden Casino which SUCKS!!! The games are terrible, I hate it there. I am a Sapphire level at Golden Palace, which means this friday I will get my free $40 at Golden Casino...I will play it then leave for good. It's too bad they had to change because of the US laws...I really liked their games, and them.

 

[soflat]

since I am not a big player (its only a $50.00 purchase) they do not want to bother the Montreal office.

Wow! They don't want to bother anyone in Montreal with such an unimportant customer as yourself?? What's so special about the folks in Montreal? Are we all supposed to bow down to them?