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

[scrollock]

i have just had this happen for the 3rd time in a week.

i have deposited by neteller and have recieved a "we have been experiencing a problem contacting neteller, please try again later"

after the first 2 times this happened, i found out later that i still had the money taken from my neteller account.

because of this, i have just went and checked my account, sure enough it had been taken out.

this has happened now at more than one casino group.

if you have had this message please check your accounts

 

[The Dude]

i have just had this happen for the 3rd time in a week.

i have deposited by neteller and have recieved a "we have been experiencing a problem contacting neteller, please try again later"

after the first 2 times this happened, i found out later that i still had the money taken from my neteller account.

because of this, i have just went and checked my account, sure enough it had been taken out.

this has happened now at more than one casino group.

if you have had this message please check your accounts

And contact the casino support immediately to check on your deposits. They should be there.

 

[scrollock]

i just did CM and funds were credited before my eyes without a fuss, i was told that this sometimes happens & that funds end up automatically being credited eventually anyway.

but this now leaves me with a problem, in that when this happened before, it was sometime before i realised, so i have a few questions

1) as it was sometime before i realised what had happened why hadnt the funds been credited before i found out?

2) when i contacted CS why werent they able to sort this out, like vegas affiliates were able to just now in a few minutes, instead i was told i had to get the NT numbers to prove the transactions myself.

3) when i got the transactions numbers and gave them to the casino, why was I then told they would have to "investigate" ?

or should i just some it up into one question ? i.e. were you just hoping i wouldnt realise or forget ? especially since this is the same casino i had trouble with before when they were basically hoping i would forget about a cashout

i will PM the rep of the said casino ( as i had to through this site last week to retrieve my funds) to find out. if a unsatisfactory answer is not forthcoming i will name & shame.

p.s. i was going to name them, till i just seen they have given me what i presume is a 25 goodwill gesture in my account so i will give them a chance. maybe they might not be that bad afterall? or is it because i kick up a fuss when these things happen?

 

[spearmaster]

This problem happens on occasion, and I for one don't really find the solution satisfactory - but there is little one can do about an internet connectivity problem like that. The only thing I can think of, and probably need to check with Neteller, is to see if they can require an ACK from the casino/software BEFORE funds are actually deducted from the Neteller account. At present, I think it deducts the funds, then sends a message to the casino software and doesn't wait for an ACK (acknowledgement).

Of course, something like this could possibly over-complicate the process - since I am not aware what is actually being sent in the transaction, I have no way of knowing whether this would be complicated to do or not - but under normal circumstances this is a very simple process.

 

[phynqster]

Scrollock and others,
Be aware that when you contact the casino and automatically credit your account, you may be in trouble if
1. The casino never gets the funds from Neteller, so they do not cash out your win. Or
2. You may be credited twice for the deposit once from the casino rep, and once when Neteller realizes the deposit did not go through. If you are playing with a bonus this could void your play.
Make sure you get something in writting.
BTW this would happen at least a few times a day on deposits, so it is not an isolated event.

 

[120sam]

This has happened to me a few times. Now, whenever I get the "we have been experiencing a problem contacting neteller, please try again later" message or anything similar, the first thing I do is go to my neteller account and see if the money has been taken out. If it has, I then contact neteller for the transaction number and send it to the casino, who can then trace the money and credit it to my casino account.

On the subject of neteller, this morning I went to their site, clicked on the "sign in" button and was redirected to a site called "neteler" with one "l". Looks like someone was trying to hijack them, so be careful. I phoned neteller immediately and they now have "scheduled outage" so hopefully they're working on it.

 

[raol]

This has happened to me a few times. Now, whenever I get the "we have been experiencing a problem contacting neteller, please try again later" message or anything similar, the first thing I do is go to my neteller account and see if the money has been taken out. If it has, I then contact neteller for the transaction number and send it to the casino, who can then trace the money and credit it to my casino account.

On the subject of neteller, this morning I went to their site, clicked on the "sign in" button and was redirected to a site called "neteler" with one "l". Looks like someone was trying to hijack them, so be careful. I phoned neteller immediately and they now have "scheduled outage" so hopefully they're working on it.

This outage was already scheduled.

Neteller Maintenance Notice


Dear Valued Customer,

Neteller will be performing a scheduled database maintenance and enhancements to the NETELLER system on the following dates:


Wednesday 3 August

Wednesday 10 August

Wednesday 17 August

Wednesday 31 August




These will begin at approximately 11:00 PM PST and may last up to four hours each.

Please accept our apologies for any inconvenience this may cause.

 

[spearmaster]

Now that is strange. I presume this email came directly from Neteller?

If so, I apologize for slagging them in the other thread - but then they need to explain why I did not get this email

 

[The Dude]

Now that is strange. I presume this email came directly from Neteller?

If so, I apologize for slagging them in the other thread - but then they need to explain why I did not get this email

You're not a valued customer. raol is probably a Neteller whale

 

[spearmaster]

KMA! Go take a vacation, or jump in the lake, or something

 

[Webzcas]

Yep Neteller has been performing maintenance today. But I didn't get an email - only knew this when I hit the site and was unable to login and got the maintenance message instead.

 

[Mousey]

Mummy's Gold posts NETeller maintenance schedules on their Message of the Day splash. The only place I've seen it, but it is a nice thing to do.

NEWSFLASH!!!

We will be performing scheduled database maintenance and enhancements

To the NETELLER system on the following dates through August 2005:

Wednesday 10 August
Wednesday 17 August
Wednesday 31 August
These will begin at approximately 3AM EST and may last up to four hours each.

During these times you will be unable to access the NETELLER website or process transactions.

 

[liquidsoap]

this just happened to me today

this happened to me today at a playtech, i wanted to deposit 25 but it said that, three times later lets say i deposited 100 dollars only wanting to deposit 25

 

[scrollock]

i just did CM and funds were credited before my eyes without a fuss, i was told that this sometimes happens & that funds end up automatically being credited eventually anyway.

but this now leaves me with a problem, in that when this happened before, it was sometime before i realised, so i have a few questions

1) as it was sometime before i realised what had happened why hadnt the funds been credited before i found out?

2) when i contacted CS why werent they able to sort this out, like vegas affiliates were able to just now in a few minutes, instead i was told i had to get the NT numbers to prove the transactions myself.

3) when i got the transactions numbers and gave them to the casino, why was I then told they would have to "investigate" ?

or should i just some it up into one question ? i.e. were you just hoping i wouldnt realise or forget ? especially since this is the same casino i had trouble with before when they were basically hoping i would forget about a cashout

i will PM the rep of the said casino ( as i had to through this site last week to retrieve my funds) to find out. if a unsatisfactory answer is not forthcoming i will name & shame.

p.s. i was going to name them, till i just seen they have given me what i presume is a 25 goodwill gesture in my account so i will give them a chance. maybe they might not be that bad afterall? or is it because i kick up a fuss when these things happen?

i havnt Pm the said casino rep, but i have just spoken on live chat to one of their CS.

first off the 25 WAS NOT a goodwill gesture, but a bonus i did not request and a bonus which is now preventing me from wiithdrawing 2 deposits that i didnt even want to make in the first place.

i had tried to withdraw my unwanted deposits, but they were reversed back to my account without an email or explanation. similar to the withdrawal problems i had at this group in the past.

so a general question to all casinos when this scenario happens, why when your software says that a deposit has been declined, do you then put the money into a persons casino account when it is discovered instead of retuning it to neteller, especially as a played who has got this message believes that the money has never left his neteller account in the first place.
is it a case of you hoping that they play with the funds or hope they forget it? or a combination of both?

and for this particular casino in my instance, quite clever wasnt it it, to stick on a bonus i dont want on a deposit i didnt want to make in the first place.

anyway the T+C's of the bonus are not to harsh.so i'm going to play it.

 

[vinylweatherman]

Neteller

Neteller may suck at times, but the alternatives are worse!!
I am a VIP at Neteller, and have frequently complained about the total lack of notice of outages, but CS do not seem too interested in making the sending of the E-mails routine. They have not even implemented my suggestion of posting a list somewhere on the home page so users can check the dates.
I have used Neteller for a while, and the "we have experienced a problem......." message does appear at times. The money never really vanishes, but no system is in place to catch this all too common error. Often I have been told to wait a while and the funds will be credited later, rather than instantly. Other than once, this has not happened, I have had to chase it up. I have asked Neteller if they could have the NT number listed on the statement page against each transaction, as this is the first thing the casino CS will ask for.
I have the opposite problem with inexia, who process the transactions for the Jackpot Factory. The cash-out will fail, but appears on my Neteller as "declined". Neteller have not been able to explain this, and claim the merchant is at fault, the merchant does not realise a problem has happened as no "receipt" comes back to them for a failure, but an NT number will be returned for a success. Failures seem to sit permanently in a state of pending till I ask the casino CS to give it a shove, and it then goes through on the second attempt. Jackpot Factory accept this is unsatisfactory, and have often credited me with an extra random cash type bonus to make up for the hassle. Neteller VIP admit that problems have resulted from the recent expansion into Asia, and the launch of Neteller UK, which had to be reprogrammed to satisfy our FSA regulators. This has meant that some problems have had to wait for a solution, and these maintenance outages are to implement the changes in a controlled manner.
Perhaps the outages can be posted on this forum under Casinomeister Announcements. We could bookmark the link and checking up would be easy.

 

[esquirexx]

this happened to me today at a playtech, i wanted to deposit 25 but it said that, three times later lets say i deposited 100 dollars only wanting to deposit 25

Yes,this happened to me,too.I wanted to deposit only100$ to yukongold but they take 200$ because I deposited again after the warning message.

I thought that it was a problem from casino,now understand the problem was with neteller.

But now everything is ok with them.

 

[irebal]

Is the Neteller web site down? I haven't been able to access it for several days on either comp.

 

[raol]

Is the Neteller web site down? I haven't been able to access it for several days on either comp.

Works fine from here.

 

[irebal]

Weird. Anyone have any idea what would make me get 'page unavailable' ? I'm getting it on both pc's here.

 

[Webzcas]

Working fine from Sunny Spain

 

[KasinoKing]

A-OK in dreary, rain-soaked England!

 

[rayharold]

Is the Neteller web site down? I haven't been able to access it for several days on either comp.

I've been having the same problem and was wondering myself. However, it seems to be working today.

 

[vinylweatherman]

Yet again.

It's happened yet again!!
I got the 'we are experiencing problems' message but the funds were taken from my Neteller. Logging on to Neteller and viewing my account was fast, faster than usual, no sign of any "connectivity issues" this time.
Last time I complained to VIP services at Neteller, and was promised an E-mail update on these problems. This is the second time they have promised to E-mail me after I have raised such issues, and to date is the second time they have broken the promise. What value has a promise from Neteller?

Is Neteller falling apart at the seams? They cannot even cope with keeping their VIP customers informed.
I have informed VIP services of this thread, so please post your experiences here. They should at least get a feel of the scale of this problem, and the difficulties it is causing some players with casino terms & conditions.

There does not seem to be a sheduled outage this coming night either!

 

[largeeyes]

A neteller rep is around here somewhere. Is there a reason the NT transaction # isn't available without emailing/asking CS? This is a very useful piece of information to have for the frequent non creditting of deposits that happen.

 

[casinomike]

I had similar problems around noon on Monday, I deposited to a casino and it said it had a communications error. Stupidly, I tried again, same error. of course I could get into neteller fine and see that both had been deducated

I tried to contact neteller and the casino but they said 'come back tomorrow'

so I did and they NT gave me the transaction #'s, and the casino manually credited the deposits. unforunately that means I had to accept both deposits since the casino naturally refused to refund the 2nd one I did only because of the error.

and naturally I proceeded to lose double the money I would have. thanks neteller

 

[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

 

[The Dude]

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.