Payment processing issues with SlotoCash

[bgermain1985]

Hey guys,

Not sure if anyone has come across this but I am pulling hair trying to get a recent 'failed' deposit resolved where my prepaid VISA was still debited. See the confusing thing for support is probably the subsequent charges of me retrying when my credits where never awarded but heres the gist of it:


I go to make a deposit using a VISA card and once I get past that first screen you get redirected to the 'Payment Authorized by VISA, click Next >> to continue. OK so I do that, but you get to a new page which is just all white and says:

[Click to Confirm your Transaction]

When you click on it, you get an error page 'The page could not be found'. Now, I had two deposits for 69 and 20.50 where this happened, but I would close it out and my payment still went through, which is fine. The problem is when I start to 'expect' the broken page and close out too quickly. Now, the funds never make it to my account but the monies are gone from my prepaid.

FYI I use entropay, so the transaction isn't available when it is in a PRE-AUTH status. It resolves three days later, which should be enough to prove I was charged and never got compensated for but alas.

This post serves as a warning, but I have also included the transcript of me trying to make my case.
The real problem that bothers me is here I have made multiple deposits and now I feel they are making me out to be the crook. I am fortunate that I am tech savvy enough to correlate this data and make my case. I just want to know what other people think, any opinions or if this has ever happened to them before.


BEGIN CHAT TRANSCRIPT
Christina,

After performing a cross reference between the statement and my account history in the past week, it is evident that there is a 3 day window between the charges.

5/7/2012 2:56:56 PM DF-Credit Card Deposit Approved! $69.00
This shows up as:
10 May 2012 Purchase at MONTAREO-VO+18009780752 68.98

Heres the next set of transactions:
5/9/2012 11:09:25 AM Coupon '100XFIVE ' redeemed $20.50
5/9/2012 11:09:25 AM DF-Credit Card Deposit Approved! $20.50
5/9/2012 11:09:25 AM DF-Credit Card Deposit Requested $20.50
5/9/2012 11:07:05 AM Coupon '100XFIVE' requested
This shows up as:

12 May 2012 Purchase at PC-SOFTCARE+18668060471 20.50

So here I can see the next day I make the coupon request:
5/10/2012 1:47:35 PM Coupon '100XFIVE' requested
13 May 2012 Purchase at PC-SOFTCARE+18668060471 20.50

Heres the equivilant charge. It matches all the previous successions in form of time and descriptor format.


It's clear theres a 3 day window preauth window before these things are going through. I've tried to communicate that there was a problem with the payment processor. What I don't understand is why I'm the one responsible for playing QA services when I'm supposed to be upset that I load my prepaid card, make a purchase, fail to receive credits then have to make my case.


On the side, promotional offers do not have a place in this inquiry, as I equivilantly just had my monies confiscated by some transactional error. How can I trust that this won't happen again?

I'm going to make my point clear again; I've made a purchase for which sufficient account history demonstrates the nature of the charges and I have a reflecting statement for the successful (5/7 and 5/9 deposit) and unsuccessful, but still charged amount on the 10th (all of which finished processing 3 days later on the 10th, 12th and 13th). The payment processor on your end using either your software or whatever VISA interface has faulted and needs to be investigated.

The matter is totally out of my hands at this point and needs to be resolved.




On Sun, May 13, 2012 at 11:58 AM, SlotoCash Casino (English) <support@slotocash.com> wrote:

Dear Brandon,

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK494039808052X. Please use this code in any further communication.

According your credit card charge from 13 May 2012 Purchase at PC-SOFTCARE+18668060471 20.50 0.53. our Department checked all the descriptors and this descriptor is not our descriptor. Can you please check these details with your Bank? Because this amount of 20.50 0.53 was not charged by our casino. Also, you did not deposited into Sloto Cash Casino on 13 May 2012. So please check where your 20.50$ gone?

You have a free chip of 10$ into your account at the moment. The maximum cashout for this bonus is 100$. Playthrough is $250.

I wish you a Happy Mother’s Day. You can benefit today from a 200% bonus on your next deposit with coupon: MOTHERSDAY200.

The playthrough for the bonus is 33xDeposit+Bonus. The promotion expires on May 13th.

PLUS a free chip HAPPYMOTHERS.

I wish you the best of luck, and please contact me in Live Chat if you have any questions.

I am right here eager to assist.

Should you require further assistance or information, please reply to this message or chat live with us 24/7.

Sincerely,

Christina

END CHAT LOG




ps. Oh, and what gets me too is they sugar coat the whole problem by drawing my attention to an active chip i already have in my account (maybe in light of the problem, recent losses, birthday, who knows) and shove other promo stuff in my face. LOL im not looking to deposit when I can't even get this last one figured out. I wanted to play games and all I got was headaches

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[anniemac]

Exact same thing happened to me. My suggestion is to contact the Rep here and let her straighten it out.

I used a prepaid card and the charge sat in pending for 3-4 days and went thru. All the while, Sloto was telling me that they didn't see it on their end. '

The Rep made my deposit good so I don't know who got the money, which is kind of an off putting scenario in itself.

 

[bgermain1985]

Exactly, that's what blows my mind.

I almost went ballistic when she said 'you didnt depo on the 13th' when the request email originated prior to that. I kind of surprised she didn't red flag that and see the other control data (working deposits) i had provided.


I'm just really surprised because I hold them in high regards, so this whole scenario thing is a big turn off sadly.

My advice is to let that 'broken page' sit for a minute before you go and close it, to let whatever backend cronjob needs to finish, finish.

 

[anniemac]

The descriptor was the same thing on the deposit that disappeared on me. However, I said it was Sloto, it wasn't. It was a deposit to Desert Nights. I am assuming that they use the same processors.

I also have the same descriptor for a deposit made to SlotoCash Rival yesterday. So that is one of their processors.

Luckily, I use a prepaid card and everything shows up immediately so I caught it right then. This was back at the end of April.

 

[Sloto]

bgermain1985 I will look into your issue immediately please PM me your username

Regards

Ms Sloto

 

[Sloto]

Actually scrap that I see you referenced a ticket number so I will look into it asap

Best Regards

Ms Sloto

 

[anniemac]

Here's my suggestion to anyone with a major problem at Slotocash. Contact the Rep here. She is on the ball and will take care of it for you.

 

[cheetahwind]

Another case of Slotocash doesn't know who is processing for them. Which becomes worry some because if you don't know who's processing for you. How do you expect to collect your deposits?
I really would expect by now Sloto would realize with all of these incidents going on. That they would actually try to keep track of who is processing for them and who isn't. If there not processing for them currently, maybe they should take them out of the list of available descriptors when you hit the submit button. That way they know who to hold accountable for such a transaction.
Which also makes me wonder like if they have a 3rd party who is responsible for handling the payments and who gets sent thru what processors they do. So therefore Sloto is out of the loop, yet the processor has control over everything?
I dunno just all seems fishy to me.

 

[bryand]

I have tried and tried to deposit at Sloto and DN. NS M/C and WP Visa are always rejected. Any suggestions?

 

[anniemac]

Bryand,

Make sure that you have an authorization on file for each one of the cards you are trying to use. I use NS and the only time I have ever had a problem was if I was using a card that I hadn't sent in an authorization for. They use the Verified by Visa and I think that has something to do with it.

 

[lettingyouknow]

Not sure I trust Slotocash anymore

This Processor BS happened to me tonight, I loaded the money onto my NS card at a check cashing store so I hand them my card and get a receipt for the money I loaded.

Before I leave the store I ask for my balance showing the receipt so i know i had money to make a deposit tonight at Sloto. The cashier error msg said something like the processor was unable to get funds (something card declined) I thought ok the girls in the store screwed up.

I made 3 attempts all declined, I went to chat and they said they do not see anything on their end, and my balance is zero in the casino. I then went to my NS online statement and of course it said some new processor for Sloto EX something china TOOK my money and did NOT deposit it to my casino acct. I know ALL of their processors and I know this was a NEW one for me anyway.

I also just deposited at SlotoCash last week no problems at all. The CS had an issue with my statement saying EX processor PENDING. ALL of my DEPOSITS that go thru say PENDING and I am able to play on them and they credit to my casino accts without a hitch, they post 3 days after I play, along with other fees, International fees, signature auth fee, etc.

It has been this way for 12 yrs for me, including last wk when I deposited successfully at Slotocash. I was reading on my statement that it is the MERCHANT who holds the funds until they actually get them 3 days later. So the hold was put on my funds from their NEW Processor EX something.

I do not trust SLOTOCASH anymore and even if I get my money back I do not know if I will deposit again, why would I take that chance, why would anyone. It makes me feel like the Processor is stealing they are in essence if they take it from your card and they don't give it to Slotocash to put into your casino acct.

If I did not go and check my statement i would had just thought my deposit declined, did not have enough funds on my card etc. It is a LOADABLE card ppl BIG Difference than a credit charge card. When the processors debit my card, they know that is real money that has been loaded on the card.

So to future customers, if you deposit at SLOTOCASH and if you are unlucky like me tonight, to get the NEW Processor, who takes your money from your card and then says Declined in the cashier and your balance says 0.00 in the casino. Always check your statement first even though your card says declined, it probably did not. Chat says they are looking into it and asked me to copy and paste my statement to show their processor took my money and did not credit my casino acct, I did that and they say might be cleared up in 3 days.

Slotocash chose to do business with this china EX processor, who takes your money and does not post it to your casino acct. Not me. Like I said just deposited there last week did not get this NEW processor depositing went off without a hitch.

 

[Mousey]

This sort of thing used to happen every now and then when I used NETeller. Sometimes transactions would get caught in internet no man's land, with the money coming out of my account but the casino says, 'what deposit?'. Back then, of course, I'd email NETeller for the transaction ID and send it to the casino and voila! they'd credit my money. Getting it sorted these days is even more convoluted....

Suggestion: Never retry a 'failed' deposit immediately. Check your card activity online to be sure it didn't come out of your account. I've had 'failed' deposits show up as late as 3 hours after the event in my NS.

Usually frontline CS will not have access to financial info (processor identifier, transaction #). All they can do is pass info/complaints along to the Financial Dept.

 

[Pocketdiggers77]

I had read through this thread once and thought glad this hasn't happened to me. Oh well, so much for that, I joined the list. Now I have to send the emails and screenshots etc etc. The part that pisses me off the most is that support acts like they have no idea what is going on. They kept telling me to wait ten minutes and try again. Hell no, my money is gone. If you don't have it and the processor doesn't have it then where is it? Something like this hasn't happened to me in a very long time. Sloto needs to get their "Processor Issues" figured out. I knew I should have deposited at 3Dice instead.

 

[cheetahwind]

From what I've gathered and so far everyone I have talked to there. These weird declines which they claim is extra security checks, which is kind of the case but kind of not.
One of there processors is trying to go for 3D Authentication, which apparently the RTG cashier is incapable of doing. Which is either Verified by Visa or Mastercard Secure Code trying to come up. Seeing if your card has either one of those enabled.
Then you'll find that about 3 to 4 business days later that the transaction will complete.
I have been rounds with sloto for about 2 weeks with this. I've told them I don't care how reliable the processor is. If there's an investigation going on then they should exclude the processor until they sort out this mess. Yet for a couple of transactions this week, they've still allowed for this processor to process. Granted I haven't had near the issues with said processor yet, but I have decided to take a stand for about a month. That I for sure probably won't be depositing at Slotocash for a while. Until the processor there having issues with out of China is removed or they officially remove there 3D Secure atmosphere. I for sure am going to take my cash elsewhere.

 

[Pocketdiggers77]

From what I've gathered and so far everyone I have talked to there. These weird declines which they claim is extra security checks, which is kind of the case but kind of not.
One of there processors is trying to go for 3D Authentication, which apparently the RTG cashier is incapable of doing. Which is either Verified by Visa or Mastercard Secure Code trying to come up. Seeing if your card has either one of those enabled.
Then you'll find that about 3 to 4 business days later that the transaction will complete.
I have been rounds with sloto for about 2 weeks with this. I've told them I don't care how reliable the processor is. If there's an investigation going on then they should exclude the processor until they sort out this mess. Yet for a couple of transactions this week, they've still allowed for this processor to process. Granted I haven't had near the issues with said processor yet, but I have decided to take a stand for about a month. That I for sure probably won't be depositing at Slotocash for a while. Until the processor there having issues with out of China is removed or they officially remove there 3D Secure atmosphere. I for sure am going to take my cash elsewhere.

Thanks for the info cheetah wind. I did receive an email back for an account manager basically telling me the transaction should fall of since it is pending. I think they are wrong and the transaction will eventually post and I will have to go through this again, sending screenshots and emails trying to get my account credited. As far as using a processor from China, I think you are correct because one time I did use a non-netspend card and the fraud department called and wanted to know if I made a transaction in China and basically what the hell are you doing.