NETELLER WARNING!!!!!!!!!!!!!

[vinylweatherman]

Consequences

I am not happy with this practice of the casino refusing to refund double deposits caused by this persitent unsolved Neteller problem. The error message is highly misleading, it is reasonable for a player to try again, as this is EXACTLY what the error message says to do! No indication is given that the inability to contact Neteller can still lead to the money being removed from Neteller (clearly, contact must have been made to do this).
If the casino suffers losses, it is Neteller that should make them good, as it is the E-Cash deposit software that causes the problems.

I would suggest that players ignore the message until they have logged into Neteller and verified whether the deposit has been removed from the account before deciding what action to take.

I have raised the issue of displaying the Transaction number on the account statement. As this problem is common though, I find that casino CS are getting good at fixing the deposit without needing the NT No at some venues.

Neteller VIP tell me that the E-mail notifications could come from a "legacy" mailing list they had some time ago, so Neteller customers of old may get this, but there is no facility to include new recipients at present, the large number of customers adding to the logistical problems of individual E-mail notification. I suggested that the outages should be displayed on the Neteller home page, which would work as the scheduled outages seem to be planned at least one month ahead.
The problems during Monday & Tuesday may have lead to the unscheduled outage late Tuesday (EST).

Despite all this, I have yet to permanently lose funds, although I have occasinonally become seriously worried that they may be difficult to trace.

UK depositors who lose funds, or incurr costs (perhaps including being unable to get back the double-deposits from merchants), can complain to the FSA. They will need to complain to Neteller first, and have suffered a loss due to the errors in processing the transaction (not just because they got unlucky at the casino!). The FSA may also require that the error message is altered so that it correctly asks customers to check their Neteller account before trying again in case the funds are simply stuck in transit.

Incidentally, Neteller VIP had not heard of this forum till I mentioned it last week, so I am surprised to hear that a Neteller rep is on here. If they are, why the silence!

 

[irebal]

what a pain

I've had this problem many many times now, but always in the past i've gone to Neteller, gotten the transaction code, sent it to the casino, and been credited. Tonight, I sent the code to the Casino after it happened again...they say payment was never made, to contact Neteller. I went back
to Neteller support...yes payment was made, contact the casino. I sent a screenshot of payment to the casino from neteller page, got an email back saying that no payment was made to their account, to contact Neteller.
There's got to be a better way to pay out there...

 

[spearmaster]

Neteller VIP, I presume, is support staff, probably not much different from the ordinary support staff.

The Neteller rep in here is management - so it really isn't a big surprise that the support team doesn't know much - their boss does, however, and he is personally watching over the people in here

 

[Casinomeister]

Since Neteller went public, their staff are prohibited to make postings in this forum (or any other for that matter). This is an internal business thing. Neverthless, serious issues are no problem to deal with since I have contact with the top management. Having scheduled outages posted somewhere would be a good idea. Reaction time may be a factor, but I can make a suggestion that these be forwarded through me to be posted.

 

[vinylweatherman]

Another Problem

I am having another problem with Neteller. WITHDRAWALS from casinos are appearing on my Neteller statement, but are marked DECLINED!!!! This keeps on happening, and is resolved on a case by case basis, but a proper fix is still awaited. Often I find resolution a painful process. Last weekend I nearly "Lost it" as for the first time the retry was ALSO marked as DECLINED, and I was told I would have to wait till Monday or even Wednesday, even though withdrawals are normally processed within 12 hours of leaving the pending state (This was from a failure on FRIDAY!).
I have been repeatedly told that this is rare, and won't happen again. NO! It happens around every 2 weeks, and has been for some months now. I've had more declined withdrawals than Royal Flushes!!!!

I have contacted Neteller VIP, who keep promising to look into this, but the next time it happens I am told that they have been unaware of the issue, yet I have been complaining for months. I worry that one day I will get really unlucky and the error will cause total loss of my funds in Cyberspace, with both sides convinced they do not have the funds, as one poster above seems to have.

If Neteller are no longer allowed to post (I am not aware of any UK stockmarket rules that prohibits posting as such - only posting market sensitive information is forbidden, perhaps they fear falling foul of this inadvertantly, the penalties are not trivial!), a method of keeping us informed on these issues is needed sooner rather than later. Perhaps they can start updating "News" on the Neteller website with stories beyond 2003/2004!

The latest promise is to look into this Today (canadian office hours). I will hope for a reply during the week.

 

[Bruce Hamilton]

Hmm... I was contemplating a switch from Firepay over to Neteller. Guess not!

 

[brandyace]

What method were you using to payin to netteller? How did they usually pay you out?

 

[KasinoKing]

I've had more declined withdrawals than Royal Flushes!!!!

???? Jeeeeeze - how many royal flushes have you had???

 

[wobble33]

I am having another problem with Neteller. WITHDRAWALS from casinos are appearing on my Neteller statement, but are marked DECLINED!!!! This keeps on happening, and is resolved on a case by case basis, but a proper fix is still awaited. Often I find resolution a painful process. Last weekend I nearly "Lost it" as for the first time the retry was ALSO marked as DECLINED, and I was told I would have to wait till Monday or even Wednesday, even though withdrawals are normally processed within 12 hours of leaving the pending state (This was from a failure on FRIDAY!).
I have been repeatedly told that this is rare, and won't happen again. NO! It happens around every 2 weeks, and has been for some months now. I've had more declined withdrawals than Royal Flushes!!!!

I have contacted Neteller VIP, who keep promising to look into this, but the next time it happens I am told that they have been unaware of the issue, yet I have been complaining for months. I worry that one day I will get really unlucky and the error will cause total loss of my funds in Cyberspace, with both sides convinced they do not have the funds, as one poster above seems to have.

If Neteller are no longer allowed to post (I am not aware of any UK stockmarket rules that prohibits posting as such - only posting market sensitive information is forbidden, perhaps they fear falling foul of this inadvertantly, the penalties are not trivial!), a method of keeping us informed on these issues is needed sooner rather than later. Perhaps they can start updating "News" on the Neteller website with stories beyond 2003/2004!

The latest promise is to look into this Today (canadian office hours). I will hope for a reply during the week.

i have had these problems now for a long time saying neteller declined my money debited to my account. i even went onto live chat at king neptunes casino, because neteller declined the money they were trying to put into my account. i was told very quickly off support at king neptunes that they were now contacting the processing department to see whats happened here. the support came back and told me that they knew all about the money not going through, the way the system works is if it was declined, they have an automated system that tries to deposit again after a certain period of time. next day, money straight in my neteller, and it was accepted this time. many thanks to support at king neptunes, they were straight on the case......

 

[Stilcho]

"

Hmm... I was contemplating a switch from Firepay over to Neteller. Guess not!

"

I don't have problems with Neteller, and have been using them for a long time now. most of the cases I seen that have problems with transfering money is from the casinos themselves. firepay is not that bad either, I use them once in awhile, dont know why you want to leave them.

 

[Bruce Hamilton]

firepay is not that bad either, I use them once in awhile, dont know why you want to leave them.

As it states directly under my name, I'm a bonus and promotion whore, and some casinos give higher bonuses for Neteller users. I'm not leaving Firepay.

 

[Agamemnon]

Couple of Neteller issues

Hi all after a few months. Various little things -like getting married etc.- have precluded from adding my comments around these parts.
Nice to be back.
Anyway,
On the Neteller thing.
I use Neteller a lot. Generally happy with them although this could be due to the fact that I'm located in options-scarce Greece.Nevertheless I've changed my habits and now use them to play rather than get paid for winnings.
3 things.
1. I've been getting "your transaction has been declined" emails although transactions have gone through. Almost constantly. Their support staff just told me to "ignore" the situation and that this has occurred a lot. Nobody else has mentioned this and I'm wondering about it.
2. It has always been the case that whenever I get a payment, an email informs me. Last Friday I got a payment and was not informed.
3. I choose their normal mail option for having them send checks. Greece might not be the UK but it isn't the end of the earth. Normally this means I got my check within 5-6 days. Their disclaimer states this can be up to 21 business days. I now have been waiting for precisely 19 business days (1month practically) for my last check. Why? Unless they simply intended to send the check later I cannot think why the check has taken so long. I'm sure I'll get the check but you can bet that I informed all casinos that in the future I'd prefer them sending checks direct to me. (Believe it or not I've never failed to receive one from a Casino in a timely manner so far.)

So, I now use Neteller just as a virtualwallet for minor play.
They really should try more, I mean they only have one job to do with a virtual monopoly in hand.
Please.

 

[KasinoKing]

They really should try more, I mean they only have one job to do with a virtual monopoly in hand. Please.

Amen to that!
I have very few problems with Neteller, but for a company which must have 10's of thousands of customers, their service is overall pretty second-rate. I would have hoped & expected them to be much more 'on the ball' considering the size of their turnover and their minimal risk income!

Congratulations on your 'hitching' - may you have a long & happy marriage!

 

[suzecat]

Ditto here. I am one of tens of thousands that use Neteller. I have noticed that in the past few months, the service is dodgy: emails regarding money transfers received are sporatic; sometimes it takes 10 days for instacash deposits to clear, even though they always clear my bank in 1-2 days; deposits into my bank used to appear overnight and now they are taking 2-4 days.

 

[scrollock]

Ditto here. I am one of tens of thousands that use Neteller. I have noticed that in the past few months, the service is dodgy: emails regarding money transfers received are sporatic; sometimes it takes 10 days for instacash deposits to clear, even though they always clear my bank in 1-2 days; deposits into my bank used to appear overnight and now they are taking 2-4 days.

i think you might of inadvertly hit the nail on the head regarding regarding the slow clearing of funds. i dont know about the rest of the world, but in the UK we have a long standing problem with our banks, in that they use a process called clearing which is done with the sole purpose of keeping your funds in limbo from anything between 3 days and over a week. this is a con, the public know it, the goverment know it and banks know it since they benefit to the tune of billions of 's a year from this scam.

i guess neteller has decided if you cant beat 'em, then join 'em

 

[Petunia]

**maybe there are more clearence checks being done for the sake of being 'transparent' as they are now floating... the security might be tighter, and they are fumbling to find out what exactly they can and cannot do... systems changed etc - hence the shotty supporte etc. just a thought. my 2c.**

 

[GrandMaster]

i think you might of inadvertly hit the nail on the head regarding regarding the slow clearing of funds. i dont know about the rest of the world, but in the UK we have a long standing problem with our banks, in that they use a process called clearing which is done with the sole purpose of keeping your funds in limbo from anything between 3 days and over a week. this is a con, the public know it, the goverment know it and banks know it since they benefit to the tune of billions of 's a year from this scam.

i guess neteller has decided if you cant beat 'em, then join 'em

I have lived in other countries, and I think we should not complain too loudly about UK banks. I know the interest earned on money in transit between bank makes a good story in The Daily Mail every few months (btw, the actual amount is millions, not billions). As the number of cheque transactions keeps decreasing, there is little incentive for the banks to make major investments to speed it up. What the authors of these articles never mention is that it is easy to get a bank account in the UK with no charges for standard services and if you shop around a bit, you can even get a decent interest rate on your credit balance. In the US, you usually have to pay a monthly fee or maintain a minimum balance in your account so that you lose the interest you could be earning elsewhere, you have to pay for the printing of your cheques, you have to pay a fee if you withdraw cash from an ATM belonging to another bank, which a real nuisance if you are travelling since there are no banks with national networks and don't even get me started on German banks.