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Playtech stalling payment unfairly

Discussion in 'Online Casino and Poker Complaints - old section' started by BCarlisle, May 7, 2005.

    May 7, 2005
  1. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    Hi,

    I requested cashouts from a variety of playtech sites that are all owned by the same person and each share the same support personel. These sites are :

    Golden Palace, Grand Riviera, Merlin's Magic, Star Casino, Six Shooter, and Online Vegas.

    I was then subject to an audit which on the 28th I received word that I had 'passed'. I was also asked for proof of identity. I wrote to them asking that since I had deposited via neteller, I wasn't keen to provide them with front and back copies of my credit card. The reason I am not keen to do this is that this empowers them to use my credit card and answer a range of security questions regarding the card. I then may be deemed to have failed in my duty of care towards protecting my credit card.

    In any case they replied :

    If you do not have a credit/debit card please fax/scan, please forward the
    following:

    - A valid photo ID
    - The top part of your bank statement
    - The top part of a utility statement (phone bill, electrical bill, etc...).

    So I provided them with 2 copies of my driver's licence, and the top part of a bank and utility statement. This top part containing my name and address.

    4 days later four of the sites replied :

    This email is to confirm that your security documentation has been received
    and sent to our security department for processing.

    Note that all documents are processed in the order they were received, so
    please allow up to 7 days for the documents to be reviewed and payment to
    be issued.

    If there are any problems, our security team will contact you via email. If
    your security documents are approved, your withdrawal will be processed and
    a confirmation email will be sent to the email address registered on your
    account.

    Regards,

    Danielle
    Customer Care

    I resent my documents to Golden Palace and Grand Riviera later the same day and received an automated receipt that my emails had been received. Now the ball was in their court.

    I waited until the 6th before following up briefly :

    Any progress ? It's been 8 days since I originally requested which is pretty
    slow in this high tech age.

    On the 7th I received this :

    Our Security Department has emailed you on May 2nd regarding your documentation. Note that the ID was too dark and the statements you have provided were cut off. Please resend in a lighter copy the complete documentation again so they may clear your account.

    Should you have other questions, please feel free to contact us.

    Regards,
    Chantal

    Accounting

    No such email was received and considering that the 2nd is mentioned they've likely confused, probably intentionally, their email stating that the documents were being forward with a fantastic one in which they told me to resend.

    Additionally they have refused the documents that were cut off despite their own stipulation that :

    If you do not have a credit/debit card please fax/scan, please forward the
    following:

    - A valid photo ID
    - The top part of your bank statement
    - The top part of a utility statement (phone bill, electrical bill, etc...).

    Surely a document cut off to display only the top details could not be fairly denied on such grounds.

    They are stalling pure and simple and wasting my time unnecessarily. Not only will I never play again at such an intentionally slow playing group, but I will continue to relate my experience to all, especially to new players who are obviously targetted. I'll stick to fast payers such as Ladbrokes, or at least consistent ones such as casino on net which pays without attempts to stall.
     
  2. May 7, 2005
  3. Tdoggy

    Tdoggy Experienced Member

    Occupation:
    DRIVER
    Location:
    USA
    Got to agree

    I have played at a bunch of Playtech casinos and almost always had to go through this stall process. Black Widow was the worst! I feel your fustration. Hope you get this cleared up and paid soon.

    :thumbsup:
     
  4. May 7, 2005
  5. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    BCarlisle - all the casinos you listed are part of Golden Palace. They always take a month to pay you your first withdrawal for whatever reason (possibly to protect themselves from charge backs) but then following withdrawals are processed fairly quickly.
     
  6. May 8, 2005
  7. tunisianswife

    tunisianswife Dormant account

    Occupation:
    registered nurse
    Location:
    Cincinnati, OH USA
    I played at one playtech that didn't make me jump through hoops. I had heard about megasportcasino from a forum member somewhere else that they paid fast. I had it back into Neteller in 48 hours and no faxback forms.
     
  8. May 8, 2005
  9. Tdoggy

    Tdoggy Experienced Member

    Occupation:
    DRIVER
    Location:
    USA
    Fast

    Wow 48 hrs that is fast. Wow have to keep them in mind. A Playtech casino paying in 48hrs is awesome. Thanks for the info
     
  10. May 9, 2005
  11. largeeyes

    largeeyes Dormant account

    Occupation:
    Engineer
    Location:
    North America
    Title of this thread should really relate to Golden Palace group and not Playtech.
     
  12. May 9, 2005
  13. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    If I'd known this was a problem unique to Golden Palace I would've done so. I mistakenly presumed they were known as Playtech sites.

    In answer to Dirk - I payed by neteller, my understanding is that they have no real grounds for fear of being screwed out of their deposit via chargeback or any such grounds.

    Seeing as they refuse to clearly state to new customers that they will take a long time to pay each new customer I think it's fair for me to state that in my experience they do. If I had known that they would put up so much resistance and take so much time to honour a withdrawal I would've chosen not to play their game in the first place.
     
  14. May 9, 2005
  15. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    I agree it is a stupid rule if you've deposited via a web wallet and all they're doing is alienating new customers like yourself - especially by not making this clear on the website.

    However it is their casino and if they're willing to risk p*ssing off new customers with this then there's not a lot you can do unfortunately - apart from obviously take your business elsewhere in future.
     
  16. May 10, 2005
  17. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    The major problem here isn't so much that they shouldn't be so ridiculous in their requirements it's the fact that one seems unable to satisfy them. They have since taken to ignoring my emails, though I do receive automated responses that they have been received. If this goes on much longer I'll have to ask for mediation.

    Obviously there's no chance of me ever depositing again in a Golden Palace casino.
     
  18. May 10, 2005
  19. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    As explained previously they take about a month to process your first withdrawal as long as they've received your ID.

    Untill it's been a month all you are doing by going to a mediator is wasting your time and the mediators time.

    You were asked for ID on the 28th of last month, so there is no point doing anything unless you haven't been paid by the 28th of this month.
     
  20. May 10, 2005
  21. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    Actually, my experience is that they pay 7-10 days after recieving your ID. Also, it's enough to send your ID to one of their casinos.
     
  22. May 10, 2005
  23. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    Fair enough - in my experience it took about a month for me to receive my winnings (I did receive a cheque though so this may take longer) and had to send them ID for each casino.

    I failed to send ID to one after missing the email and even though I'd already provided it for 2 or 3 others in the group they didn't process my cashout. It ended up taking about two months for that one.
     
  24. May 10, 2005
  25. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    Yeah, I'm talking Neteller refunds. I haven't played at this group for some time but when I did play a new casino in their group I just told them that I was already approved at Golden Palace and and that did the job. Also, these guys have what is one of the best signup bonusses around and they have many different casinos offering it. All in all, I agree though, that they are too slow to pay first-time withdrawels.
     
  26. May 11, 2005
  27. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    Substitute 'stated' for explained and you make a point of some sort. Golden Palace said differently on the 28th :

    Note that all documents are processed in the order they were received, so
    please allow up to 7 days for the documents to be reviewed and payment to
    be issued

    It has now been 13 days and they refuse to acknowlege receipt of my emails. I will have to wait until Bryan comes back to get this matter closer to resolution I fear.

    In regards to your claim that Golden Palace automatically wait a month, then pay without further prompting, I'd be interested what you base that on, as I am of the opinion that my payment is at rest and unlikely to be acted upon by Golden Palace. As Newton stated it is likely to stay that way.
     
  28. May 19, 2005
  29. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    Wow they finally paid up. Only had to send about 20 document before they accepted that I wasn't going to send them something 'fraudulent' or otherwise give an easy excuse to not pay. Final payment also was short $30 for reasons unknown. Another month and I should get that also. Must stick to Ladbrokes and Casino on Net.
     
  30. May 19, 2005
  31. Tdoggy

    Tdoggy Experienced Member

    Occupation:
    DRIVER
    Location:
    USA
    :)

    Glad to hear you got paid. Shows that the more you complain the sooner they give in and pay! Good job :notworthy
     
  32. Jun 8, 2005
  33. JHV

    JHV <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Losing a Poker Bankroll on House Edge
    Location:
    Perennial Traveler
    Casino Blasters Group

    I am waiting on four withdrawals from this group. FlamingoClub, GrandOnline, MerlinsMagic and GoldenPalacePoker. All have refunded my intial deposit with no explanation - but I am owed about US$7000. Should I be worried?

    I am a pretty big gambler and I also play a lot of poker - I'm only learning about "advantage players" on this site. I had never heard of the term before and would not consider myself one. In any case, I followed all their terms and conditions but they ignore all my emails. Are they going bankrupt - is this why they are not paying me the money I won?

    I'm not very rich, so now I am starting to get very worried. Should I ask Bryan about this? The biggest thing I am worried about is they won't respond to any of my emails.

    JV
     
  34. Jun 8, 2005
  35. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    Yes, you definitely should be worried. As far as I know despite sometimes taking weeks they always pay the deposit and winnings together, so if they've only refunded the deposit there's something up. I've heard they may have singled out all Australians (!) as "bonus abusers". I'd pitch a bitch with Bryan, though I'm not sure how much help he can be as this group are listed under "stupid casino tricks" here.
     
  36. Jun 8, 2005
  37. nektar4d

    nektar4d Dormant account

    Occupation:
    sales
    Location:
    European Union
    Re: CasinoBlasters group

    Dear JHV,
    I agree with Vesuvio unfortunately. I have heard most negative comments around about this group. Personally I opened an account at Golden Palace just to have fun with the bonus and play all at slots (no primary game for me but the bonus is huge with neteller and thought to join just to have fun), but before I deposit, I sent them my documents so that my account is verified beforehand.
    They never responded! Even after I re-wrote them, no voice! Amazing! They are probably "afraid" of cautious players!?!
    I cant even imagine that they would answer in the rare case of me winning something out of progressive slots. If they dont need new players 1 time, I dont need them 100 times.
    I suggest you post a new thread just with your problem (and the names of casino and group on title) so that you will receive more specific replies.
    7000 is a lot. Just dont get disappointed from the many horror stories you will receive, try to find some constructive advise.
    Place also a customer complaint at the playtech.com site itself. (it has helped me once indirectly). Good luck.
     
  38. Jun 9, 2005
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi JHV,

    And welcome to the forum. These are Playtech powered casinos and Playtech has a disputes section that you can use:

    You must register/login in order to see the link.

    Look for "contact us" and "player inquiries". Fill out the form and keep
    me posted on the progress. Thanks!
     

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