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PartyCasino..... wouldnt pay... useless

Discussion in 'Casino Complaints - Non-Bonus Issues' started by sparkz, Apr 9, 2008.

    Apr 9, 2008
  1. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    i'll try and make this brief but i'll try and give as much detail as possible...


    i signed up at this site... registered my details... put my mobile number as contact number... on the last page it said something along the lines of

    "we will phone you in 5 minutes and you will need to enter your 4 digit code below... "

    at the bottom it also said something like

    "if you do not recieve a call in 5 minutes just click on OK to continue"


    i waited 10 minutes... got no call so clicked ok and gathered my account was activated...


    i deposited 20 and started to play....

    after 5 long hours i got to 200 and decided to cashout...


    i got to the cahsout page and was told i could not cashout from my account..

    then i checked my email and read an email from them that contained the line...

    "We need to speak with you to validate your account. You will be able to
    cashout/deposit funds once your account is validated."


    so already they are in the wrong because if i needed to validate my account before i could deposit... then how was i able to deposit 20 without my account being validated?

    i then phoned then off my mobile number i registered with and to be completely honest i was just in pure shock with what they said to me...

    the 1st guy said something along the lines of "you can deposit on your account as much as you like.. but you just cant cashout your winnings"

    i demanded i wanted to cashout and he said he will put me through to their credit department and told me the guy there would ask a few identification questions and my account would be validated...

    i was put through and he had even less of a clue... i could tell he was reading off a sheet of paper and was not helpful at all... he then told me he would call me back on my number... which 1stly shows no logic because i was on the phone from the number i put down in my account... and secondly when i put the phone down expecting him to call back... either with the mobile number i used in my account or simply by doing a redial on the phone (since the number in my account was the number i called off) i waited about 20 minutes... got no call back whatsoever...

    so from this i really did gather i would not be paid my winnings so in about 4 hands of blackjack i maxed out the bets and blew it all deliberately...

    again...where would the logic be... if i was 200 up from 20... after 5 hours of hard playing.. then why on earth would i gamble it all away in under 2 minutes if i wanted to cashout and knew i would be paid??


    they have really broken the rules and i need advice to reclaim at least my deposit money and the cost of the phonecall (3 a minute on my mobile and the call was about 10 minutes long)

    obviously if what they say was true... then i would need my account to be activated before i could deposit/withdrawl at all... but the fact i got no callback and i could deposit 20 gave me the impression that my account was active...

    whatever happens...weather i get my deposit back for their lies and misleading information... or not.... just never ever use this casino at all... unless you want the worst customer support ever known... lies... and the fact they will feed you anything so you dont get your money
     
  2. Apr 9, 2008
  3. uungy

    uungy Dormant account PABnononaccred PABnoaccred PABaccred

    Their CS over the phone, have no idea which hand is their right or left. They are as thick as two planks. I have had this from them before, but when you request a withdrawalm ir use the email support, you actually get someone who has an idea what they are talking about.

    The best is to email them, as over the phone, its ulikekly you will get any sense.
     
  4. Apr 9, 2008
  5. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    well i found both to be completely useless... when i did email then asking why i couldnt cashout... that is where they said....

    "We need to speak with you to validate your account. You will be able to
    cashout/deposit funds once your account is validated."

    how stupid is that because i told them i had deposited otherwise i would have nothing to cashout but then still say i can deposit once my account is validated

    also they mentioned the issue could not be sorted via email and i would need to phone them..

    they were even trying to cover their own backs yesterday... note the site i was playing on was PartyCasino.... the email i got was off PartyPoker... their sister site which i AM NOT a member of... but that email contained a 4 digit validation code (being 1111 so if that wasnt an attempt to cover theirself why would i get such an obvious pin? and from the wrong site address?)

    then 2 mins later i get an email saying my request to close my account had been put into action


    i have emailed them explaining 1st off... i would like my deposit back... and second off i would like the amount for my phone bill of calling them on their premium number paid.... yes that might only be 30 max i get back if anything... but they are in the wrong.. the have fed me lies.. gone against their terms and made it seem like there was no way they were going to pay me to start with..

    aparantly my complaint has now been passed onto management...
     
  6. Apr 9, 2008
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Sounds like a rogue in the making. PREMIUM rate phone support WTF:eek:
    Players expect TOLL FREE phone support AS STANDARD.

    Again, the instruction on registration does tell you what to do if you don't get the callback, "Press OK" - not very good if you REALLY need that callback to get validation. Clearly, rogue behaviour again, as they have DELIBERATELY lead the customer into believing they can play on if the callback fails - they are more interested in getting those deposits in, rather than risking the player holding off until they get the callback sorted, which from the above story looks like it would be such an ordeal that the player would have lost the urge to play by then.

    They are advertising all over UK, so a complaint to the Advertising Standards Agency is in order, they cover all advertising directed to UK Citizens, and since I have seen TV ads and programme sponsorship, this could get their ads pulled from the UK Television and radio, and this would hurt them BAD!
    If they are licenced in the UK, complain also to the Gambling Authority, but if only in a whitelisted territory, you will have to complain there.

    You have made a common mistake, blowing all the uncashable winnings. This weakens your case, as the casino can claim you willingly did so, and now there is no problem anymore, as you blew the lot.

    YOU breached no terms, THEY created this mess purely by having an unusually robust validation procedure that their CS were completely untrained to operate, and even had no idea what to do when things didn't run as they shoud.

    If this is happening a lot on the back of their TV campaign, they could end up being the first online casino to make an appearance on one of the UK consumer protection programmes, such as "Watchdog", and this would deal the industry a heavy blow indeed.
     
  8. Apr 9, 2008
  9. uungy

    uungy Dormant account PABnononaccred PABnoaccred PABaccred

    why premium rate numbers? On their website they have freephone numbers
     
  10. Apr 9, 2008
  11. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    i might of misphrased that....

    i didnt mean it was a set premium number... however the number i registered with was my mobile number and that was the number i used to call them... as it wasnt a local number/mobile number they charge me their premium call rate to call them...

    another thing... when i deposited money they took 80p as a "fee"... again where is the sense? becaue i have been a member on around 30+ casinos over time and none of them have charged me for making a deposit


    and thanks for the reply vinyl... as you say even tho i blew it all after i gathered i would not be played and i wasted it to clear my account they have still been 100% in the wrong.... the main factor is (and this is from their facts and what they said).... if my account was not activated already then i would not of been able to cashout or deposit anything... and if it was activated i would be able to do both..... not just deposit...

    the problem i am finding is that they clearly are trying to cover their own backs by their mistake... like when i mentioned just before my account was closed (2 minsute before) then sent me an email from the wrong domain (partypoker... not partycasino) saying my 4 digit (and i quote the activation number was 1111... hardly a real code) email activation code... so now from the looks of that they claim that i could of activated by email... that option was not given at the start...and of course my impression was that if i got a call then i would need to be phone activated... if i didnt then i had already been activated and the latter was the case....

    i have had disputes with 2 other casinos in my gambling time... both due to incompetant staff... but on both occasions i actually got to speak with the nesecary people and they were more than helpful... on every casino i have played on which of course havent been rogue casinos i have always felt that if i win i get the money...simple as... with these once i had won... it made me feel like they never had any intention of paying me

    sorry if some of this makes no sence... just got in from work long day at work so im pretty tired..and finding it hard to type..lol
     
  12. Apr 9, 2008
  13. ThisisvegasDave

    ThisisvegasDave Dormant account

    Occupation:
    affiliate manager
    Location:
    Canada
    PartyCasino have very bad support but in the end, they are always honest. It can be a bit frustrating but you need to be patient, call them again and explain the problem more thoroughly. Maybe talk to someone a bit higher up.

    I am sorry you lost your money. I am 100% sure once you would have validated your account you would have been able to cash out. It is normal procedure to validate account at cash out. My guess is that it saves time for those who never get to cash out.
     
  14. Apr 9, 2008
  15. uungy

    uungy Dormant account PABnononaccred PABnoaccred PABaccred

    There is actually a way to request the email pin to be resent, so I am not sure what the problem is/was. The code which you have to enter over the hone, is quite awkward.

    I have withdrawn a few times from them, and never had problems.. The initial deposits/withdrawals, are hassels, but then they go through really well.

    The truth is, the fact they want you to confirm before you deposit, is actually a good point. They give you an easier time, for withdrawals.

    If you get the properties of the meail, when it was sent, as it could be there was a server delay in sending the email.

    The charges for depositing are clearly there, I believe, before you deposit, if you hover your mouse (pointer) over the option, it tells you the charges
     
  16. Apr 9, 2008
  17. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    thanks for replys.... the problem was not actually with the 80p deposit fee... but the fact of the way i had been made to think my account was validated... thus i could deposit... however when i wanted payout they fed me a load of rubbish... thus 1st off telling me via email after i asked why i couldnt cashout...

    "We need to speak with you to validate your account. You will be able to
    cashout/deposit funds once your account is validated."

    now this states that if my account was not activated then how would i of been able to put 20 into my account to play with?.... this was what the email said after i emailed them after seeing the cashout problem... this obviously shows that the email staff were in the wrong...

    another issue was the signup... from where it said if i dont get a call requesting my pin number to activate my account in the next 5-10 minutes then just click ok... as i didnt get a call it gave me the impression that my account HAD been activated and that i COULD cashout if i had won... therefore i took no further action and began to play...


    the next issue was upon wanting to cashout and getting the error that i couldnt... after calling them on the number i was told "on your account you can only deposit and not cashout winnings" this was basically telling me "give us your money... but you can only play for fun" then once i demanded it to be activated and was put onto credit and was told that he would ask a few questions and then my account would be active... but of course... he said he would ring me back on the number i used in my account... which in fact was the number i was calling off... so once again why didnt he just see my number matches the 1 on my account and activate it.... then i got no callback... again that shows phone staff were also in the wrong...

    after checking my evidence again now i do believe that both phone and email staff had given me wrong information and the main page saying about activation was not clear about saying that my account wouldnt be active if i hadnt entered my pin on the phone...
     
  18. Apr 9, 2008
  19. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Total incompetence. They should have something in place that says if you don't receive a call within 10 minutes, click here to have us call you again, or if you don't receive the message, please call our security|whatever department at #####.

    And if the PIN # was so important, then why do they still accept deposits if a player hasn't validated their account? :rolleyes:
     
  20. Apr 9, 2008
  21. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth


    couldnt agree more at all mate... its pure incompetance and they are to blame...

    i mean as mentioned iv dealt with 30+ casinos... and have gone through all their different types of security.... weather its they call you instantly or within 20 minutes to verify your date of birth, name, address, etc or weather its sending them proof documents or signed deposit/withdraw slips.. and on all these occasions everything has been CLEAR... such as by stating things i HAVE to do before i can deposit/withdraw money... yes its annoying having to provide documents/have callbacks/sign deposit forms... but i understand completely that they are essential to protect both casino and player... but the way this was handled was beyond me... yes i only lost 20... which is no big deal and id be happy to let it go for that small amount... but the way they have treated me means i just cannot let it go until they have admitted to being in the wrong and done something about it and even if i dont get my deposit back... i still can prevent them doing the same to other players
     
  22. Apr 9, 2008
  23. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    IMO, all casinos should require the player to send in documents within a week of opening their account, whether or not they've requested a withdrawal. I'm sure Bryan's PAB pile would drop considerably if casinos had documents on file PRIOR to any withdrawal request.

    The ONLY casino I know of that does this is Intertops. If you don't send in documents (within 30 days I believe) after making a credit card deposit, you can NO LONGER DEPOSIT via CC; until they receive your documents.
     

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