OMG - PLEASE Help!

[LetsGoBowl]

I called Crystal Palace Casino again about 10 minutes ago and asked for the accounts department, spoke with the CSR who as it turns out, recognized me just by me saying "hi, i called in earlier and asked to speak with your accounts department". He told me to call in an hour since the department was "out to lunch".

I just tried to log into my account and I can't even enter any information in to log on. All I can do is click on the "exit" button... I'm freaking out! Does anyone know what is going on?!?!? Thanks

 

[bpb]

I called Crystal Palace Casino again about 10 minutes ago and asked for the accounts department, spoke with the CSR who as it turns out, recognized me just by me saying "hi, i called in earlier and asked to speak with your accounts department". He told me to call in an hour since the department was "out to lunch".

I just tried to log into my account and I can't even enter any information in to log on. All I can do is click on the "exit" button... I'm freaking out! Does anyone know what is going on?!?!? Thanks

This happens occasionally at RTG casinos. I think its an issue with the casino software on your machine communicating with the RTG servers. It's probably an issue at their end, and will resolve itself shortly.

This is not a case of Crystal Palace closing or locking your account. If this was the case, you would receive a message stating this after entering your username and password.

 

[Pinababy69]

First of all, take a deep breath and relax. We need a few more details....do you have a cashout pending? Do you have deposited funds in there? Why were you calling the accounts department? And it sounds more like their servers are down, rather than being locked out. If you're locked out of a casino, it will allow you to attempt a login, and then a message will come up saying you are not allowed to login, please contact customer service.

 

[LetsGoBowl]

Well, my story is on another thread: https://www.casinomeister.com/forums/threads/crystal-palace-casino.11329/?highlight=crystal+palace

In short: Yes, I have a cashout pending ($2,250 which $1,800 is my own $). I was calling the "accounts dept" because the CSR who answers the phone every single time I call told me to call and ask for that department (which I never get when I call). Tonight he told me to call back in an hour. I called the support # when I couldn't log on after trying a few times and (I swear) when he got on the phone after trying again, my username popped up. I put in my password and it froze so I shut it down. Now the same thing. I'm trying to take it easy and wait another 30 min before I call those guys and ask for their "accounts dept".

I couldn't begin to tell you how unhappy I am - cashed out on Feb 16th, not a dime in my account, the runaround with the CSR, can't log on, no such thing as an "accounts dept", and bad reviews from every person on this site about Crystal Palace. Kill me now

First of all, take a deep breath and relax. We need a few more details....do you have a cashout pending? Do you have deposited funds in there? Why were you calling the accounts department? And it sounds more like their servers are down, rather than being locked out. If you're locked out of a casino, it will allow you to attempt a login, and then a message will come up saying you are not allowed to login, please contact customer service.

 

[Pinababy69]

and bad reviews from every person on this site about Crystal Palace.

Sorry Jess, I didn't know you had a complaint pending already. And yes, when I saw the name Crystal Palace, alarm bells went off. I didn't wanna give you that bad news just yet though. I'm gonna go read your other thread now.

 

[Pinababy69]

Sorry, I forgot to add that Oliver Curran is on the forum right now, sitting there at the bottom. Not sure if it will do any good, but have you tried PM'ing him? Here's the link.

https://www.casinomeister.com/forums/members/

And lo and behold, he is actually reading this thread at this moment. How about it Mr. Curran? Any assistance maybe for this member?

 

[OliverCurran]

Login and Withdrawal Issue

Hi Jess38288

Please don't be concerned about your withdrawal or your account. It is not locked, simply RTG doing some upgrades at present which means that it may be a little slow logging into your account right now. If you give it a few minutes then you will be able to access your account.

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.

If you have any further queries, please feel free to contact us again on 1800 824 3175.

Best wishes
Oliver Curran

 

[Pinababy69]

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

That is very true...standard practice for most if not all casinos. It's happened to me so I know.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.

Excellent news!!! Let us know Jess if all goes smooth.

And I will probably get ripped for this, but to Oliver Curran for at least posting a reply.

 

[LetsGoBowl]

Mr. Curran

Oliver,

I understand when funds need to clear. I don't know by what system you go by, whether it takes 1 week after the funds are requested for withdrawal or 1 week after the 4 to 7 business days.

Fact is, Crystal Palace doesn't have bad games or bad customer support, but there seems to be an issue with the cash out times. I have called customer support several times, but to no avail. I was going to call in about 10 minutes actually, but since you have told me that you will be processing the withdrawal today, I feel no need to call until tomorrow if it is not processed. I sent you a private message regarding this matter. In any event, thank you for your response.

I'LL KEEP EVERYONE POSTED TOMORROW - AND THANK YOU FOR ALL YOUR HELP, GUYS!

Jessica

With regards to your withdrawal, it is company policy that we wait for FirePay deposits to clear before we can process withdrawals. As you deposited via FirePay, we had to wait approximately 1 week to obtain confirmation from FirePay that the deposits were all ok before we could process your withdrawal.

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.


Best wishes
Oliver Curran

 

[suzecat]

And I will probably get ripped for this, but to Oliver Curran for at least posting a reply.

Pinababy: ripped at the CM Forum? Say it ain't so!

I have heard recently that many RTGs are making adjustments and cleaning up their act, so to speak. I will second your to Oliver Curran for coming here into the fire and for, well, just showing up and being seen. It is a good start.

Jess: I was playing at a different RTG the other day and made a deposit which did not show up in my account.

I logged out and tried to log back in only to find that my account had been locked! OK to freak at this point?

Contacted live chat and found it was a problem on their servers and after just a few minutes, I was able to log in and the money was in my account. This problem is RTG specific due to server upgrades. No need to freak. Hope you see your cash tomorrow!

 

[LetsGoBowl]

Cual es la fecha de hoy?

I woke up this morning, hoping that I would see the cashout in my Firepay account, but I found the withdrawal as still pending. I don't know if Oliver Curran or Crystal Palace got me on a technicality because of the different time zones (although it would have been Thurs. afternoon for him), but I haven't gotten it yet. I e-mailed customer support and Oliver a couple hours ago, so maybe that will help. Since Oliver posted publicly that my withdrawal would be processed that day, I'm hoping I will have it soon. I'll keep my fingers crossed and call them this afternoon.

Pinababy: ripped at the CM Forum? Say it ain't so!

I have heard recently that many RTGs are making adjustments and cleaning up their act, so to speak. I will second your to Oliver Curran for coming here into the fire and for, well, just showing up and being seen. It is a good start.

Jess: I was playing at a different RTG the other day and made a deposit which did not show up in my account.

I logged out and tried to log back in only to find that my account had been locked! OK to freak at this point?

Contacted live chat and found it was a problem on their servers and after just a few minutes, I was able to log in and the money was in my account. This problem is RTG specific due to server upgrades. No need to freak. Hope you see your cash tomorrow!

 

[Pinababy69]

Oh man Jess....let's hope that it is the time difference and that the money will be there tonight. Keep us posted!!

 

[LetsGoBowl]

:::sigh::: You know, I never get crazy like this with cashouts, but this one makes me nervous. I'm not the typical worrier nor the nagger unless I feel like something's not right. I even have my computer clock set to their time so i can gauge what would be the appropriate time to call them (you'd think they'd just pay me so I'd leave them alone - I'm sure getting called twice a day and all those emails are driving them nuts!). LOL.

Oh man Jess....let's hope that it is the time difference and that the money will be there tonight. Keep us posted!!

 

[Pinababy69]

(you'd think they'd just pay me so I'd leave them alone - I'm sure getting called twice a day and all those emails are driving them nuts!). LOL.

Don't stop Jess....drive them nuts enough and maybe they'll pay you just to go away. It's worked for me before with some less than desirable casino groups. I've cashed out on freebies that people told me I didn't stand a chance in hell of getting. I'm pretty sure you'll get your money...let's hope that Oliver Curran's word stands for something.

 

[LetsGoBowl]

You have GOT to be kidding me!!!

I'm not too happy at this point - I just called Crystal Palace's support number.. this is unbelieveable. Get this:


This is basically how the conversation went :

CSR:Online Support, can I help you?
-Hi, sorry to bother you but do you know what your accounts dept. hours are?
CSR:The acct dept is open from 9-5. How can I help you?
-I'm calling regarding my withdrawal. Should I call back in 2 hours to speak with that dept?
CSR: I can help you. What casino are you playing at? What is your username?
(gave him info)
And this is regarding a withdrawal for $250?
-No, I made 3 withdrawals: Two for $1000 each and a $250 withdrawal.
CSR: I do see these as pending withdrawals, and I have notified the accounts department. You should receive your withdrawal soon.
-I spoke to your CRM who is Oliver Curran thru email yesterday and he said I would receive that cashout the same day.
CSR: There's nothing I can do except email the accounts department and try to have them push it through as soon as possible for you. I can't give you a timeframe, because I'd be lying if I did. I don't know when the accounts department processes the withdrawals.
-Should I contact the accounts department directly then?
CSR: No, you can't contact the accounts department. I don't know who told you to contact them. They don't handle the customer inquiries. They're a separate department. All we can do and what I've done is submit a request for payment. If you do not receive your withdrawal today, give it a couple of days. You should have your funds by next week.



In short, I know this guy knew who I was. The second I opened my mouth I knew he recognized my voice. I've been told to call their accounts department several times..and now...excuse me? I can't talk to them? I should definitely get my money by next week? Didn't I get the same response 2 weeks ago?

OLIVER CURRAN, I REALLY SUGGEST THAT YOU MAKE THINGS RIGHT WITH PLAYERS IF YOU INTEND TO HAVE A SUCCESSFUL CASINO- AND I WON'T STOP CALLING UNTIL I GET MY MONEY BACK

Don't stop Jess....drive them nuts enough and maybe they'll pay you just to go away. It's worked for me before with some less than desirable casino groups. I've cashed out on freebies that people told me I didn't stand a chance in hell of getting. I'm pretty sure you'll get your money...let's hope that Oliver Curran's word stands for something.

 

[Pinababy69]

Unreal!!! And he wonders why his casinos get slammed publicly?

I have just checked with the accounts department (yes they do exist - although customer service reps should be able to deal with the queries) and your withdrawal is being processed today.
If you have any further queries, please feel free to contact us again on 1800 824 3175.

Best wishes
Oliver Curran

I take back my thumbs up...

 

[silcnlayc]

CSR: No, you can't contact the accounts department. I don't know who told you to contact them. They don't handle the customer inquiries. They're a separate department. All we can do and what I've done is submit a request for payment. If you do not receive your withdrawal today, give it a couple of days. You should have your funds by next week.

OMG such de ja vu......it' all coming back in a rush...same exact answers I received for days! I finally got them to GIVE me the accounts dept and who was in charge there...got my money the following morning! Ask them for the contact there! Tell him you don't need customer support anymore you want ACCOUNTS!

Keep the faith...even tho its really hard to do...

 

[LetsGoBowl]

You know what? I tried that (asking for accts)! Over and over and over again. This last conversation left me with a bad taste in my mouth. I have been nothing but polite to them.

So wait, you DID in fact get an accounts department, and you talked to them? Actually, I'm going to call them in about an hour and ask for his "manager". It's 8:25am there and their "accts dept" doesn't get in until 9. So we'll see what happens.

OMG such de ja vu......it' all coming back in a rush...same exact answers I received for days! I finally got them to GIVE me the accounts dept and who was in charge there...got my money the following morning! Ask them for the contact there! Tell him you don't need customer support anymore you want ACCOUNTS!

Keep the faith...even tho its really hard to do...

 

[sdaddy]

Sigh. Same old Oliver Curran it appears.

 

[LetsGoBowl]

I'm very concerned, Oliver. I'm concerned when I don't receive what's mine in a timely manner, I'm concerned when someone who has the authority to correct a situation like this and promises to deliver within a said time doesn't follow through, I'm concerned when I speak to customer support and they don't offer to rectify the situation, I'm concerned when I'm told I can't speak to an accounts department even though I had been told several times to call during the duration of a couple weeks. I'm not quite sure how I could feel differently. Any suggestions?

Hi Jess38288

Please don't be concerned about your withdrawal or your account.
Best wishes
Oliver Curran

 

[suzecat]

I'm very concerned, Oliver. I'm concerned when I don't receive what's mine in a timely manner, I'm concerned when someone who has the authority to correct a situation like this and promises to deliver within a said time doesn't follow through, I'm concerned when I speak to customer support and they don't offer to rectify the situation, I'm concerned when I'm told I can't speak to an accounts department even though I had been told several times to call during the duration of a couple weeks. I'm not quite sure how I could feel differently. Any suggestions?

Well this has certainly taken a rotten turn. What else can one think except that this casino is underfunded and over staffed? And it took less than 24 hours for the good feeling I had to turn into "same sh!t, different day".

 

[LetsGoBowl]

Before I go on about my wonderful adventures with Crystal Palace, I have a question for you, Suzecat: I live in Orange County, California, and you live in Trona, California. Where the heck is Trona?

And just a FYI update: I just got off the phone with Crystal Palace (once again!). I spoke to a CSR, same guy - he knew my name and I asked him if I really wasn't able to speak to the accounts dept. He gave me the same responses and he also told me that when we had spoken earlier, he told me the withdrawal would be processed with 3 business days. Whoa. Not true - he told me he couldn't give me an estimate on time otherwise he'd be lying - and I should have it by today or next week.

So I asked to speak to his manager. He put me on hold and a moment later someone else answered the phone named Brad. Come to think of it, I got an email response from someone named Brad - it's the one I posted on the forum yesterday. Anyway, I got a little confused when he answered because it sounded just like the CSR I spoke with right before. To make a long story short, he told me the cashout would be processed today.

Correct me if I'm wrong, but I believe I heard that same exact response yesterday, from Oliver Curran. I'll close my eyes, keep my fingers crossed (once again) and hope for the best.

Anyone want to place bets on this one? I feel like this is a soap opera - tune in tonight at 9 to see the conclusion of "Does Crystal Palace really pay their players". It's the grand finale, people!

Well this has certainly taken a rotten turn. What else can one think except that this casino is underfunded and over staffed? And it took less than 24 hours for the good feeling I had to turn into "same sh!t, different day".

 

[LetsGoBowl]

I never shut up. I just wanted to take a moment to say that I think you may be mistaken... What else can one think except that this casino may be OVERFUNDED (By us players) and UNDERSTAFFED? Their accounts deparment is backed up, remember?

On a side note, for what it's worth, that person Brad was really nice to me. (So nice in fact, it makes me want to just call him again LOL)

Well this has certainly taken a rotten turn. What else can one think except that this casino is underfunded and over staffed? And it took less than 24 hours for the good feeling I had to turn into "same sh!t, different day".

 

[Pinababy69]

And it took less than 24 hours for the good feeling I had to turn into "same sh!t, different day".

Yup, I feel like "ripping" myself for hoping against hope that maybe this girl would actually get her money today. Stupid me!!

 

[Pinababy69]

I never shut up.

Hey Jess, I'm a member of that club too, so don't feel bad, lol.