platinum play casino.... VERY ANGRY

[bisbis]

hello to all,

this morning at 9.35 am i have deposited a little euros on my platinum play and i never see my money on the account. the moneybooker say -20 euros but into casino i never see the money.

i chat with BRENT and you write me:

Once the deposit goes through it would be credited on every odd hour automatically

after

11 if your payment goes through but it hasn't so far, Which is why i asked you where you are playing from


im' angry and i caht with chris and you tell me you send the mail to moneybooker customer support

after i chat with victoria and she tell me:

Victoria : I have sent through the request to log a time out for your transaction. When the E-Cash company is back at work in Tuesday, they will contact MoneyBookers for you and locate the funds. Should they have been credited to our account, we will at this time, credit the amount to your Casino account. Otherwise, we will request that MoneyBookers please return the funds to your MoneyBookers account


The response from MoneyBookers will be with the E-Cash company within 24-48 from the time they are contacted. This means that we will have the response within 24-48 hours from Tuesday. I am very sorry for the inconvenience but can unfortuantely not chagne this situation at all, as it is not the Casino's fault in this case :-(
Victoria : I do understand your frustration!


I HOPE TO RECEVIED MY MONEY AND IF THIS IN MY MB ACCOUNT, I NEVER DEPOSITED INTO PLATINUM PLAY

the casino from today have lost a player

 

[vinylweatherman]

hello to all,

this morning at 9.35 am i have deposited a little euros on my platinum play and i never see my money on the account. the moneybooker say -20 euros but into casino i never see the money.

i chat with BRENT and you write me:

Once the deposit goes through it would be credited on every odd hour automatically

after

11 if your payment goes through but it hasn't so far, Which is why i asked you where you are playing from


im' angry and i caht with chris and you tell me you send the mail to moneybooker customer support

after i chat with victoria and she tell me:

Victoria : I have sent through the request to log a time out for your transaction. When the E-Cash company is back at work in Tuesday, they will contact MoneyBookers for you and locate the funds. Should they have been credited to our account, we will at this time, credit the amount to your Casino account. Otherwise, we will request that MoneyBookers please return the funds to your MoneyBookers account


The response from MoneyBookers will be with the E-Cash company within 24-48 from the time they are contacted. This means that we will have the response within 24-48 hours from Tuesday. I am very sorry for the inconvenience but can unfortuantely not chagne this situation at all, as it is not the Casino's fault in this case :-(
Victoria : I do understand your frustration!


I HOPE TO RECEVIED MY MONEY AND IF THIS IN MY MB ACCOUNT, I NEVER DEPOSITED INTO PLATINUM PLAY

the casino from today have lost a player

It may not be the casino's fault, but neither is this the PLAYER'S fault. As far as the player is concerned, they are a user of the system, and it is the BUSINESS side that should take ALL the responsibilty to handle the "legwork" when things go wrong. It is not good enough to have no 24/7 cover in place for such emergencies, neither should the PLAYER have to attempt to deal with the e-cash processor themselves, given that they are NOT privvy to any of the "back-end" information that might be needed to resolve the issue. The computers are on 24/7, and the data is already there to be investigated. There should be somebody on standby, even "on call" at home rather than being sat in the office.

My brother is an industrial gas engineer, and his company often have him "on call". There is no telling a business that they have to wait until office hours to have their gas plant fixed just because the fault ocurred outside working hours.

If the casinos were REQUIRED by their regulators to have 24/7 technical cover for such eventualities, I bet the system failures that caused them would be dealt with.

The problem is NOT the timeout itself, it is the fact that it has no "failsafe", which leads to the funds being trapped "in limbo", rather than bouncing back to the ewallet or card, or going all the way to the casino.

Further, if the funds HAVE been credited to the casino's account, but simply not forwarded to the player's own casino balance, then how is this not the casino's fault

This is not a new problem, but one that has plagued the industry for YEARS. When I use my card in a shop, and the terminal cannot connect to complete the transaction, I am not told to come back to the store during office hours to get my purchase confirmed, or the money put back on the card - the terminal cancels the transaction attempt on the spot, and I get a "voided transaction" receipt. The money does NOT ever get charged to my card statement, as the void is dealt with automatically.

The problem with casinos is that the failure is MORE annoying because players have deposited with the intention of playing NOW - and this is compounded by CS saying there is nothing whatsoever they can do, and nor can anybody be found who can deal with the problem right away. Even when this DOES happen during working hours, it can STILL take some time, even days, to resolve.

Can casinos afford to lose players over such issues, especially now that the US market has been slammed shut on them overnight. Some players from the rest of the world are worried about the effect this might have on the places they play, and may be frightened away when they get "jerked around" over money issues because they might feel that something more serious is lurking beneath, caused by the rush exit from the US.

The only casinos that stand to benefit are those who were not in the US market to begin with, and there may be a flight of players to these safer operators, and this would then allow such operators to increase player benefits whilst the rest are looking to cut back.

 

[bisbis]

ok thanks I just have to wait and pray

 

[lauram]

This is a common issue with depositing on line. We hit time outs as the deposit is going through., and it never makes it to the casino account. Yet it will show from the method you used that you did make a deposit. This need little or no action on you part. more then waiting it out. I have seen it take up to 4 days before it has hit my casino account.
I know this is frustrating for those that have a limited amount to play with. But rest assured you will get you funds.

 

[3mptyseat]

common and unacceptable

As I have exp. a similar fate multiple times with another MG site, I know the feeling, and when u consider the amount of the deposit, its frustrating, bc its a drop in the bucket to them, and in my cases, the rest of my earmarked 'gambling' monies for the weekend...

This problem only happens with casinos that use these 3rd party 'e-cash' ppl... Which I why I agree that a failsafe like a mandatory CSR, on duty at all times, who is certified to process 'manual' transactions should be a part of future regualtions...

Its aggravating, bc when it occurs, the csr's are shown in their true light, as the last in a line of messengers, and worse; the efficacy of a system that you are trusting with ur money is shown for its weaknesses too... Like in the current case of VLV brands casinos, and their 'non-existent' e-cash processor who dissolved itself just after 'black Friday', when they are snipped from the picture, the casino and its staff are left lost, uninformed, and with hands on-deck that have neither the permissions nor the critical thinking skills to make a decision on the fly...

The good news is, most of these issues are worked out that following week, so chances are you'll see ur money in that time frame...

 

[Simmo!]

Yeah I've had this and it's frustrating but it's no-one's fault - it's a "computer thing" which happens. I just go "meh", go do something else and know it will turn up somewhere

 

[chayton]

it's happened to me too - it especially sucks when it's the last of your gambling money. I remember depositing the last $30 I had in Moneybookers on the Friday of the long weekend and ended up not being credited to my account til Tuesday. That was a boring weekend....

 

[vinylweatherman]

Yeah I've had this and it's frustrating but it's no-one's fault - it's a "computer thing" which happens. I just go "meh", go do something else and know it will turn up somewhere

Not necessarily. I have had arguments because there has been no-one looking for timeouts and other failures, and I have had to contact the casino before they have even realised there WAS a problem, and in some cases have had to repeatedly contact them in order to get them to look into it. Most of these problems have related to withdrawals, where a failure in the system has prevented the payment from going through. The "wait and see" hardly ever works in these cases, and it is down to how well support handle such issues.

Surprisingly, full marks last week to CASINO REWARDS - who demonstrated how it SHOULD be done when my £2000 withdrawal failed to make it to Neteller. It took time, but CS and my VIP host ensured I was kept in the loop until the problem was solved. I bet only 32Red can beat that