[RESOLVED] CASINOSHARE.COM - Withdrawal Problems

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Hey all,

I'm new to this forum but have a problem that many of you have probably had in the past at some point although not necessarily with this casino.

I wont go into all the boring detail about why I joined this casino but state my problem and see if anybody has had the same with these people and if it gets resolved.

I basically requested a withdrawal and got it approved by someone in livechat dated 19/2. Spoke to helpdesk peeps a couple of times and got confirmation it was processed 25/2 and should expect 3 days to clear back to my credit card.

1/4 came and nothing in so I called again and they said the operator was wrong and its 3-6 days to clear. Waited until yesterday and the preverbial hit the fan.

Still no refund back onto my card despite numerous statements by them saying it was going to be repaid. Said they were confused why it wasnt showing, as it had been paid according to them on 25/2, and asked me to send my statement to prove funds werent on it.

So I sent an extract of the statement via email. They received it and said they couldnt act on it because they need to get a non receival of funds notice from my card issuer before they can escalate and investigate it further!!!

Spoke to my card issuer and they said any refunds back onto a credit card can take anything up to 31 days. Therefore I have to call them back 20/3 to start the escalation as they call it.

Although what more can casinoshare do if they do receive the confirmation from card issuer saying money not recd. Surely they can see on their own bank statement whether it has been paid or not and surely they can see where its went.

During my livechat with the unlucky lady I requested she show me proof it had been paid, just like I did to show it hadnt. An email was sent to me and it was basically a screeshot showing date of request and date of process with a payment id etc.

Well thats my gripe over. Has anyone else had this trouble with casinoshare? If so was it resolved eventually?

Also, is this likely to be a ploy for me to forget about the money or even just say to them to reverse it, to keep me playing

Thanx for help in advance

P.S Amount is only 50, but its the principal
 

uungy

Dormant account
PABaccred
PABnoaccred
PABnononaccred
Joined
Jul 11, 2004
Location
Planet Earth (I think)
It may have come back from playshare or some other company, who proccess their withdrawals. Check for any refund or payment for 50 in the last week or so, since the 26th

Playshare are a reliable place and wouldnt worry too much.
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Hey uungy

Cheers for the reply

I got the card on my internet banking and trust me, ive been checking every day for the last week lol.

I see the initial deposit coming off fine but the refund back onto it still isnt there, and both were done on the same day!!!

It just annoys me when they say I'm going to get my money, but they can't tell me when. I know that its gonna come the 20/3 and I'm gonna have to start the process all over again.
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Hey all,

I'm new to this forum but have a problem that many of you have probably had in the past at some point although not necessarily with this casino.

I wont go into all the boring detail about why I joined this casino but state my problem and see if anybody has had the same with these people and if it gets resolved.

I basically requested a withdrawal and got it approved by someone in livechat dated 19/2. Spoke to helpdesk peeps a couple of times and got confirmation it was processed 25/2 and should expect 3 days to clear back to my credit card.

1/4 came and nothing in so I called again and they said the operator was wrong and its 3-6 days to clear. Waited until yesterday and the preverbial hit the fan.

Still no refund back onto my card despite numerous statements by them saying it was going to be repaid. Said they were confused why it wasnt showing, as it had been paid according to them on 25/2, and asked me to send my statement to prove funds werent on it.

So I sent an extract of the statement via email. They received it and said they couldnt act on it because they need to get a non receival of funds notice from my card issuer before they can escalate and investigate it further!!!

Spoke to my card issuer and they said any refunds back onto a credit card can take anything up to 31 days. Therefore I have to call them back 20/3 to start the escalation as they call it.

Although what more can casinoshare do if they do receive the confirmation from card issuer saying money not recd. Surely they can see on their own bank statement whether it has been paid or not and surely they can see where its went.

During my livechat with the unlucky lady I requested she show me proof it had been paid, just like I did to show it hadnt. An email was sent to me and it was basically a screeshot showing date of request and date of process with a payment id etc.

Well thats my gripe over. Has anyone else had this trouble with casinoshare? If so was it resolved eventually?

Also, is this likely to be a ploy for me to forget about the money or even just say to them to reverse it, to keep me playing

Thanx for help in advance

P.S Amount is only 50, but its the principal

Hi yankee14,

I am sorry to hear that you've had such an ordeal with regards to your withdrawal and would like to ensure you that we will gladly look into the matter for you.

In regards to the card issuer saying that refunds takes 31 days can't be correct as any OCT withdrawal will take about 5 business days.

Please note that these time frames are estimates as it is usually quicker than this. I do believe that they are actually referring to a rejection which could sometimes take about two weeks.

However so far I can only make speculations and without all the facts at hand I am not actually able to comment any further in this regards.

But please do forward your details onto me either via PM or just by emailing on the email address at the bottom.

It will be my honor to look into this matter for you.

We always strive to ensure that our players experience is a more enjoyable one and thus issues like these we do take seriously.

Hope to hear from you soon in order to get this matter resolved.

Best regards
Mario
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Hi all,

Just a quick update.

As you can see Mario has jumped into help so thats appreciated and has speeded things up.

Quick query tho. He said that the processors of payts require a non receipt of funds letter from the bank before they can act and investigate.

Spoke to VISA people and they say they dont do that for credit cards, only debit cards that obviously goes str8 into bank account.

Anybody ever had this kinda problem? Also, how hard can it be to see if a 50 payment has came out of the casino operators bank and been paid back onto my credit card?

Any thoughts?

Cheers
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Hi all,

Another point. I am getting nowhere fast here.

They keep asking for a letter from my bank confirming non receipt of funds, but why ask for that when I made my deposit and withdrawal through my VISA credit card?

Also now since Ive spoken to VISA and they have talked about a chargeback, as soon as I mentioned this to Mario they locked my account and said that this is not the way to go.

What am i supposed to do? They ask for a bank letter when its nothing to do with the bank.

Any1 else had probs like this?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi all,

Another point. I am getting nowhere fast here.

They keep asking for a letter from my bank confirming non receipt of funds, but why ask for that when I made my deposit and withdrawal through my VISA credit card?

Also now since Ive spoken to VISA and they have talked about a chargeback, as soon as I mentioned this to Mario they locked my account and said that this is not the way to go.

What am i supposed to do? They ask for a bank letter when its nothing to do with the bank.

Any1 else had probs like this?

Mario had better pull his finger out on this one, this is a "catch22" situation, and VISA INTERNATIONAL are better at "playing chicken" than one of it's merchants. VISA make the rules, and if THEY say that "chargeback" is the way they want to proceed, and simply do not do "letters of non receipt", this is what will happen if this player continues to push VISA for the "letter of non-receipt". This will also trigger an "adverse merchant report" to be recorded with VISA International (I know, I once contacted them about a merchant "being difficult", but not to the extent where a chargeback was needed (the "merchant" being Winward Casino demanding to have my CCV number on my card image - VISA said it was OK, but then offered me the option of recording an adverse merchant report).

Rather than going for a chargeback, I suggest making an "adverse merchant report" because the merchant INTENDED to make the payment, believe they have done so, but will not take the correct action as expected by VISA in resolving it.
This WILL be resolved in the end, as non-receipt can be shown by sending in an image of the monthly statement of the expected date of credit (5 days or so after sent by the processor), and an image of the following statement showing that even after 31 days the credit has not turned up. The drawback, of course, is that this player will have NOTHING done about this problem for up to the following 2 MONTHS before it finally being cleared up, and Mario will have lost a customer, probably for good.

Casinos have to realise that VISA is NOT A BANK, they DO NOT operate in the same way, and therefore will not respond to verification requests of non receipt, incorrect transactions etc in the same manner that a bank will, even though VISA cards themselves are issued through the banks to the customers. It is possible to have a credit card MANAGED by one of the banks, yet not be a customer of said bank, and therefore will not have a branch whose manager would deal with this by sending the letters of verification as desired by Casinoshare.

The cause of this is probably a technical error that has caused the funds to end up in a "black hole", rather than being forwarded to the recipient. This could be as simple as a typo, or could be a transaction "time out" that has not been picked up by the processor. We have pretty much ALL experienced this with Neteller timeouts and MG casinos, and in the past this was such a big issue it caused all kinds of problems with trust, and did sometimes create a "catch22" where casinos could not resolve it, and Neteller just kept telling IT'S customers that is was UP TO THE CASINO (merchant) to resolve it, as the transfer had gone through fine at their end.

Credit card companies simply do not trust online gambling in general. I have found that nearly every time I use one of my cards for this purpose I get a call from the fraud department asking me to verify that I made the transaction, and if I don't answer the phone there and then my card is locked from transacting any type of online transaction till I verify the first.
My other card will occasionally send me a letter asking me to check the transaction, and if not down to me to contact them, and they will indeed not mess around, but will most likely offer to chargeback the transaction, and lock my card and issue a new number to me, as they will consider it compromised. I have found that this is triggered by casinos that suddenly change processor mid stream during a series of transactions, and where this processor is billed as being from outside the UK.
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Thanx for the reply. Let me reply bit by bit.

Firstly, I do not know about correct terms and how to go about getting money back in these cases. This is the first time this has happened as I dont play them often.

Secondly, the image of the statement before and after alleged process date. Already been done and considered not good enough by the processing company OCT apparently.

I have been back and forth with Mario about this and its just keeps coming back to the "get a letter from the bank" crap.

Also, I asked to get confirmation from the processor on what card number was the withdrawal paid to and they couldnt give that info. Got a screenshot showing the withdrawal but only shows first 4 and last 4 digits.

The processing company are trying to claim that the money is in VISA suspense accounts.

Also, in my emails with Mario, OCT are saying the funds have been paid but not as yet rejected. So VISA can reject a payt from an online casino? I wouldnt have thought a 50 withdrawal would get rejected!!!!

Anyhow, just checked and my account has been locked. Just 15 minutes after he gave me a little bonus to play with to compensate for all the hassle.

I think we are past the stage of an adverse merchant report.

Also, if I go ahead with chargeback then I am banned from all Microgaming casinos according to Mario.

At the end of the day, if I am able to produce proof with images of last statement and current statement, shouldnt that be enough for them see that the funds havent been paid.

The very fact that they wont look at this option makes it obvious they have no intention of paying the funds back.

Thoughts please, good or bad
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Just so as I'm not being all negative about Casinoshare, just went into livechat and they have unlocked my account.

The bonus Mario gave me earlier, I now have that at 40 cash and 20 bonus. Do I withdraw the 40 and lose my bonus or do I continue playing?

Hmmmmmmm
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
OK, decided to withdraw. Surely if the last one was a one off then this one should go through ok.

I have taken screenshots before withdrawal and after for proof in case anything happens with this one.
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Another installment to this saga.

Got email from Mario basically sounds the last one. Stating the obviously really.

Facts are that they arent going to repay me because in their eyes they have already paid me. OCT state, I have failed to give proof because the bank are refusing to send a letter confirming non receipt of funds. Even though on numerous occasions I have offered to send screenshots of my internet banking.

The bank arent refusing to give the letter, they dont issue them full stop for credit cards. They issue them for debit cards, because the money goes straight into the account, but not for credit cards.

So he agreed the best way to get my money back would be to go down the chargeback route.

I also made another withdrawal yesterday, lets see if this one gets paid or if I get the same problem with this.

Has any1 else had problems with this OCT company in any other casino?
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Good news now.

Have reversed withdrawal done yesterday and now going to receive by cheque. Apparently the cheque processor is in UK so shouldnt be too long in coming, hopefully,

With regards to the 1st withdrawal which was causing all the fuss to begin with, we have agreed that the best course of action is for the card issuer to reclaim it from their end.

Although having spoken with them, they didnt guarantee that they could do it but having discussed all the facts with them they seemed pretty confident.

Have to wait till they review the case thorough so should hear back from them on Friday.

With regards to Mario and Casinoshare, let me say thanks for all your help. It seems that the problem lies with OCT and their procedures and lack of professionalism. According to what Mario was saying it looks like this isnt the 1st time they have had a complaint about this kinda thing.

Well fingers crossed that the cheque arrives ok. Will update when any info recd and maybe this thread can be RESOLVED!!!!!!!
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Last post says good news now hmmmmmmmmmmmmm.

When I reversed the withdrawal and done it by cheque like advised, it still ended up getting it done by OCT and by credit card.

I then recd an email from a German chap, and put it thru a translator thing (google rocks btw) confirming my withdrawal by OCT. Bit worrying now though, as it says please come back to Grand Monaco anytime. I didnt even play Grand Monaco.

Informed Mario of this and low and behold was told to wait another 6 days and email back to see if it was paid back in. Obviously it wasnt and now Mario has told me that he will personally oversee the cheque for 90 being sent to me. This was 7 days ago and still no cheque. Although he did say leave 21 days to be on safe side.

Just thinking though, how in the hell can it take 21 days for a cheque to be sent. If the site only sends out cheques once a week like some others I've heard about, even then I would expect 10 days tops, especially as he stated that the cheque processor is in UK!!!!!

Anyways this wasnt the post I was expecting to put in but heres hoping the cheque comes thru ok.
 

Mario

Dormant account
Joined
Mar 12, 2007
Location
South Africa
Last post says good news now hmmmmmmmmmmmmm.

When I reversed the withdrawal and done it by cheque like advised, it still ended up getting it done by OCT and by credit card.

I then recd an email from a German chap, and put it thru a translator thing (google rocks btw) confirming my withdrawal by OCT. Bit worrying now though, as it says please come back to Grand Monaco anytime. I didnt even play Grand Monaco.

Informed Mario of this and low and behold was told to wait another 6 days and email back to see if it was paid back in. Obviously it wasnt and now Mario has told me that he will personally oversee the cheque for 90 being sent to me. This was 7 days ago and still no cheque. Although he did say leave 21 days to be on safe side.

Just thinking though, how in the hell can it take 21 days for a cheque to be sent. If the site only sends out cheques once a week like some others I've heard about, even then I would expect 10 days tops, especially as he stated that the cheque processor is in UK!!!!!

Anyways this wasnt the post I was expecting to put in but heres hoping the cheque comes thru ok.

Hi Yankee14,

Hope you are well.

Please note that the check been sent on the 22nd to the value of 90 Pounds.

As promised via our email communication I will keep you posted on the status of the check.

Best regards
Mario
 

Nicole50

Dormant account
Joined
Sep 13, 2006
Location
Netherland
Don't worry about the payment at casinoshare

I had two or three withrawals request in the past in casinoshare and I had no problems at all with them.The third day the money was in my account wallet.

So Hope casino share will continue on the same way.

Nicole50
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Cheers for the response Mario. Wasnt moaning, just updating the scene.

Also, Nicole, I found that it wasnt Casinoshare that was the problem, it was OCT the processors. Was weird how not one but 2 withdrawals didnt go thru.

I actually like Casinoshares games and have won on them. But the whole OCT thing has soured me. I think I will get some sort of wallet? to play on them.

When you say wallet, I'm guessing maybe it was a different processor for those types of transactions. Anyhow, business picked up when Mario got on the case. So fair play to him.

Cheque sent Sat 22/3, should be here 26/3, 27/3 worst case, so heres hoping we can have this resolved in the next few days.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
OCT is a scheme that some credit cards have joined that allows merchants, such as online gaming sites, not necessarily gambling, to repay "winnings" and original deposits straight back to the card. It is pretty bad that the administrators of this scheme do not understand the industry they are working with, and have really soured any trust players have in this scheme.
An eWallet, such as Moneybookers or Neteller would get around this problem, as would requesting repayment by cheque from card deposits.
Using "VISA Debit" is another option, as you WOULD then be able to extract the said "letter of non-receipt" from your "bank manager" (even if based in Bangalore:rolleyes:)
I have many withdrawals paid by OCT to my Barclaycard, and have not yet had this problem.

What needs a full investigation is WHY this pair of withdrawals failed to get through VISA and onto the card, as SOMEONE has cocked-up, and it isn't the player, who has done their level best to resolve this. It seems the casino itself have done likewise, with the problems being with their finance side & processors.
UK players should NOT have such "issues", it is SPECIFICALLY LEGAL to gamble online here (since Sept 2007), so no "games" are required to slip transactions "under the radar" as are necessary in other countries, with said "games" often leading to this kind of issue.
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Thanks for the reply vinyl. Hopefully Mario might instigate some sort of investigation on his end because in one of the emails I got the impression this has happened before with them.

What is concerning me however is the email in German re the confirmation withdrawal for the 40, saying thanks for playing Grand Monaco.

Although I didnt receive an email re my first withdrawal. Bit confusing and hopefully my details arent going all over the place.

Just thinking though, if OCT are saying its been paid, I'm assuming they think that for the 2nd withdrawal too, then where did the money go?

As far as Mario is concerned the money has went somewhere as per responses from OCT. Maybe I got a trainee dealing with my withdrawals lol

Anyways all in hand now, cheque due in next 2 days ish. Although that fixes my problem, like you say there seems to be an inherrent problem there.
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
Hey Mario,

Soz but not getting reply from email, so I'll post here and maybe you'll see it.

Just wondering where the cheque is being sent from. I remember you saying the cheque processor was in UK so it shouldnt take anywhere near the 21 days.

But with you saying that it was sent 22/3, even with the bank holiday period here it should have still arrived by now. Even 2nd class post would have arrived. I have recd letters sent Tuesday, this morning!!!

Could you chase up for me and see whats going on, thanx

Also, I looked at my transaction history on Casinoshare site and seen that the 50 withdrawal is marked "work in progress" and the 40 withdrawal has the OCT stamp next to it. Although I will feel much better when I hold that cheque in my hands.

Quick question for some advice though, I will obviously need to get a wallet because Ive heard they pay str8 into it and outta it so can any1 suggest which one to go for? Do casinos accept them all? Help?
 

yankee14

Dormant account
Joined
Mar 7, 2008
Location
scotland
To the powers that be, please be advised that this complaint has now been resolved. Winnings recd by cheque this morning. Will bank it this afternoon but I cant see it bouncing. If it does I'm back on here lol

Quick thanks to everyone that voiced an opinion and to Mario, without whose help this wouldnt have been resolved.

Also a quick thanks to Casinomeister and its workers for having such a great site.
 
Top