Palace Group - payment problems

Nifty29

Dormant account
Hi Gang

I'm sharing this in case anyone else is having a similar issue, and to see if it has happened to anyone previously.

I was invited back to play at Piggs Casino last week, and managed to cashout a nice sum on Thursday 17/12 to Neteller.

I sent in my ID and it was all verified, but the 24 pending period finished too late for my withdrawal to be processed on Friday so I had to wait until Monday. Personally I think a 24/7 business should pay cashouts 24/7, but I was happy to wait.

Monday came and went and by Tuesday evening I hadn't received any funds, so I contacted the casino and they told me that 'they tried to send the funds to my Neteller account but it was rejected without any reason given'.

Hmmmm. Very unusual. So I contacted my VIP host at Neteller and they confirmed that no transfer had been attempted by anyone into my account and, therefore, no transfer could have been 'rejected'. I spent quite some time with the VIP rep and they could not locate any such transfer attempt.

So, I went back to the casino and they told me 'we are waiting for feedback from Neteller as to why it was rejected'. I said "OK, well since you still have my funds could you either try sending it again or allow me to withdraw via moneybookers?" The casino said they cannot send my cashout again, nor send it to another method, until they find out the reason why it was rejected.
I said that it made no difference to me what the reason is - I just didn't get the money, so just try and send it again. The casino refused to do so until they heard from Neteller which would be within 24 hours.

So it is now Friday here, more than a week since I cashed out, and I still have no funds.

When I asked them what the holdup is they told me that 'the accounts dept could not get in touch with Neteller to find out the rejection reason'. WTH?? I said "Why doesn't someone call them directly and find out?" , to which they replied "that is the problem - we cannot contact them to resolve the issue".

I'm sorry, but that is a load of cobblers. I called Neteller myself Tuesday and tested it again today - no problem.

Anyway, at the end of the day:

1. They have my funds i.e. they were not successfully sent

2. They will not attempt to send again or allow me to change methods.

The reason why it was rejected should not be holding things up - I understand that they want to know but it makes no difference to me - all I know is that I still don't have any funds after a week.

I really find it very hard to believe that they 'cannot contact' Neteller and that it takes 3+ days and counting to realise that I don't have the funds and re-send it to moneybookers. I also understand they don't want to pay me twice, but if it does happen by some miracle then they have recourse to reverse it (I would send it back anyway but.....trusting players is tough for any casino I guess).

As we all know it is Christmas Eve and if it doesn't get sorted today it will probably be another week, and by then I will be hopping mad.

I've been patient, but a week is ridiculous and there seems to be some form of incompetence (for want of a better word) going on over there is they cannot sort something like this out quickly. I can gaurantee 32Red etc would have sorted it within the hour.

FYI I have contacted the rep 24 hours ago and also asked my Neteller VIP host to contact Palace, so Ive done everything I can - trouble is, I shouldn't have to do the running around for them.

Merry Christmas y'all!
 
Last edited:

GGW Laurie

Well-Known Member
Someones stalling me thinks:mad:Sounds like the casino is grasping at straws, I would keep on it and not give up, something just isnt right here imo too!!


Laurie
 

Nifty29

Dormant account
Honestly, these guys are 17 kinds of incompetent. :mad:

I have had more interactions today and I have given them one more chance - they said I could get paid to moneybookers but I would have to make a deposit via that method first.

Of course, I stated that it's ridiculous that I would give them more money when they won't pay me what they already owe. I also pointed out that MG casinos can pay to webwallets without a deposit - I have been paid by that group from a free chip that way!

They offered me a cheque. Yeah, I am really going to wait 14 days to get the cheque and 8 weeks for it to clear....it is why I use webwallets in the first place!

The stupid part is that first they say they can't pay until Neteller responds, then they say they can send me a cheque only, then they say they can pay me via moneybookers. So suddenly they don't have to wait for Neteller :confused:

Payments state they 'have to find out from neteller that the payment didn't go into my account' - I asked if they had called Neteller to ask? I did it and it took 3 minutes!! No answer to that question :rolleyes:

I don't believe it is a deliberate attempt to avoid payment - I believe it is just plain poor service and an unwillingness to actively pursue a problem for a customer.
 

mellakka

Full Member
PABnononaccred
Need to warning all... avoid prime casino.
I fighting 10 days to get my cashout out. Last days i was so angry my hand was shacking and really was problem to hold my anger. They lie to me several times telling me different reason for why cant get money today, also after pitboss called me and promis money is before morning in my ewallet, did not receive that or after Operation department called me + same time another pitboss keep telling me money is tomorrow in my wallet. Did not receive. One of the funnyest Lies was, They cant send money to my moneybookers because "payment processor chip" is broken and they need to fix that.... wtf
 

Webzcas

Winter is Coming!
I don't believe it is a deliberate attempt to avoid payment - I believe it is just plain poor service and an unwillingness to actively pursue a problem for a customer.
Yep more than likely, unfortunately for you. Perhaps they already have their main staff on christmas holidays. I am not a big fan of the Palace Group, but that is purely from an affiliate viewpoint. You will get paid that I am sure, just a case of finding a person in support there, who knows what they are doing.

FWIW, they won't wire me my affiliate commissions either, never ever have. I always get a cheque. :rolleyes:

Hence with my bad experiences with them from an affiliate view point, they get pretty much near zero exposure now on my sites.

I am sure you will get paid, but to hurry it along, you might want to give Max a heads up through the PAB system. A well placed rocket up ones backside, can do wonders sometimes. ;)
 

Nifty29

Dormant account
Thanks Webzcas :thumbsup:

I feel bad doing a PAB but I can see this dragging on for weeks if I don't do something.

I wouldn't expect Max to do anything until after Christmas so I might wait until next week.

It's still astounding that they cannot just either try to re-send the neteller money or send it via moneybookers. Very simple IMO.
 

maxd

Complaints (PAB) Manager
Staff member
I feel bad doing a PAB ... I wouldn't expect Max to do anything until after Christmas ....
Webzcas has it right: PAB ASAP and I'll have it submitted before noon. Or within a few hours of receiving it, whichever comes first.

Don't forget to read the Pitch-A-Bitch FAQ. ;)
 

Nifty29

Dormant account
I've been told they are going to pay me via moneybookers today.

If I don't see any moola tomorrow I will PAB :thumbsup:

Thanks for the help gang!
 

vinylweatherman

You type well loads
CAG
MM
I was just paid via moneybookers.

Finally!

Persistence pays off in many cases. So many "can't be done" situations become "can be done" when you keep at it.

I have had a similar situation before, with Neteller saying "can't contact merchant", and merchant saying "can't contact Neteller". I found that the oil of eCogra proved to be an EXCELLENT lubricant for the rusted lines of communication:rolleyes:


It seems that the CHRISTMAS break has had effects BEYOND the days that are SUPPOSED to be non-working ones.
 

mellakka

Full Member
PABnononaccred
I will post this here.

Had problem with one of the casino who is not member of palace group but runs by same people, like support is same and departments.

They refusing to leave even note/ticket to managers to call me and dont know anyway to contact them. My issue is about casino workers ( 2 supervisors to)

and reason is maybe that, only what they have sayed several times "go cry in egocra" or giving me a email where i can send a complain and that email goes to peoples my complain is about.

So if anyone know email or phone number for any managers or any other person in casino side who is willing to hear me.
 

vinylweatherman

You type well loads
CAG
MM
I will post this here.

Had problem with one of the casino who is not member of palace group but runs by same people, like support is same and departments.

They refusing to leave even note/ticket to managers to call me and dont know anyway to contact them. My issue is about casino workers ( 2 supervisors to)

and reason is maybe that, only what they have sayed several times "go cry in egocra" or giving me a email where i can send a complain and that email goes to peoples my complain is about.

So if anyone know email or phone number for any managers or any other person in casino side who is willing to hear me.

I know the one. It is a Prime example of "sharp practice":rolleyes:

They tried to "pull a stunt" on me over £500 won from around £33 worth of comp points. Odd thing was that they had already paid me £6000+ from a previous session, which was HOW I came by the £33 worth of comp points in the first place. My play was entirely on slots, and I bet low. I managed around £100 from such bettings, but the boost to £500 came from the game "bullseye", when I won £400 from the bonus game.

I withdrew the £500, and when I had seen nothing for a week, I asked what the problem was. I was told my account was "under investigation".

I replied to say that I was fully aware of the rules governing eCogra complaints procedures, and that I would give them the specified 14 days to conclude their investigation. I was paid the very next business day:D This convinced me this was merely some kind of "stunt", and I called their bluff by letting on that I was familiar with "proper procedure" at eCogra.

I have no idea WHAT they found that needed such a long investigation, as the gameplay was as straight forward as it gets, and was from properly earned, and wagered, comp points. There was no "new deposit method" involved.

This was the final straw, and we were through. I had been reading some stories about them on the forum, and they had quietly dropped THEMSELVES from the accredited list, becoming a "no-can-do" for a PAB.

I also had the "owner" phone me from a "special department" to offer me a bonus for reversing a withdrawal. I declined, he persisted, I declined again, he persisted, and finally gave me a phone number to contact him directly should I change my mind.

I didn't change my mind, but I wanted to contact them about a different matter, so phoned this "special number". It was answered thus:- "Ruby Fortune support.............".

Clearly, the whole thing was a charade. Either this was a Palace Group rep PRETENDING to be calling from Prime itself in order to distance this offer from Palace Group, and just giving their normal number at the end of the call. OR this WAS someone from Prime, who gave me a FAKE number thinking that I would NOT be changing my mind, so would never find out. The motive could be that the people running Prime do NOT want to be traced, nor contacted directly.

Now, YOUR tale adds further weight to this in that:-

They refusing to leave even note/ticket to managers to call me and dont know anyway to contact them.
Now, would these "2 casino workers" you are wanting to complain about also be making "off the record" offers to you, or even promises that are unfulfilled, with normal CS then denying they were ever made.

If they have said words to the effect "go cry in eCogra", they have issued you a "deadlock letter", and this means you can go straight to eCogra with no need to allow 14 days for them to resolve the matter internally.

From my experience, they ARE afraid of eCogra;)
 

mellakka

Full Member
PABnononaccred
they have a pretty uncommon investigation reason 08/93 why they holding my cashout was some kind of investigation or security checking, i asked if they now want my ID docs and utility bill. answer was "no we will ask if we need"

i am so sick of that place, everyone can try this

You do not have permission to view link Log in or register now.


livechat

ask how long is pending/reverse time for cashout

they answer 24hour

after u have made cashout it is 72h

works 100%
 

TopAff

Banned User - exploiting the forum
they have a pretty uncommon investigation reason 08/93 why they holding my cashout was some kind of investigation or security checking, i asked if they now want my ID docs and utility bill. answer was "no we will ask if we need"

i am so sick of that place, everyone can try this

You do not have permission to view link Log in or register now.


livechat

ask how long is pending/reverse time for cashout

they answer 24hour

after u have made cashout it is 72h

works 100%
You got my PM?
 

vinylweatherman

You type well loads
CAG
MM
they have a pretty uncommon investigation reason 08/93 why they holding my cashout was some kind of investigation or security checking, i asked if they now want my ID docs and utility bill. answer was "no we will ask if we need"

i am so sick of that place, everyone can try this

You do not have permission to view link Log in or register now.


livechat

ask how long is pending/reverse time for cashout

they answer 24hour

after u have made cashout it is 72h

works 100%

That's what I got over £500.

Sounds like BS, since they had paid me much larger sums before, and I was a very long term player there. I cashed out over £6000 one week, paid without fuss. Came back less than 2 weeks later to have a go with the comps I had accumulated when I won the earlier £6000. I worked it up to £500, and withdrew. Suddenly, I was "under investigation" for the FIRST time in YEARS of play at Prime, and even LONGER with the Palace Group.

I namedropped eCogra, and got paid the next day, but THEN I found I was given the "cold shoulder" treatment from Ruby Fortune, as I was immediately stripped of my VIP status the SAME time that I had this issue with Prime.
This doesn't make Prime look all that "independent of the Palace Group" to me if a decision by Prime to investigate my account results in my Ruby Fortune account being demoted from VIP right down to "scumbag" in one week.

The whole damn lot got uninstalled, and that's where they are staying. It looks like although I got my £500, as far as Palace Group are concerned I am an "evil player" of some sort. I too was never asked for further documents, but they already had my documents from before. I cannot understand what changed between them paying my £6000, and me being investigated for the following £500 withdrawal. They never explained, and I didn't ask (because I had already decided to uninstall them).
 

Temperance Fox

Active Member
PABnononaccred
It sounds absurd

I've read that some of you dispice those casinos paying in a long time or paying in trance large winnings.Well this is an opinion, one think so, and another doesn't care. The difference is that payment time are clearly written into their site .

Now I' talking about again bout TPG.
I've played in the same day at Omni casino,playtech, I've been payed yesterday morning.
I've played at Cabaret (TPG) and won about 400 usd. Still waiting.

That's all, but it'snt the first time.
Pls TPG managers: write somewhere "you'll be pay in about seven days", and for sure I'll never post any complain

Thanks
 
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