[RESOLVED] First Web Casino is ignoring the preferred payment method

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
I made a deposit at First Web Casino lately with paysafecard and was able to cash out a little about it. Like at every microgaming casinotheres an option at the banking section to set up your preferred payment method. So did I and chose Neteller.

Yesterday I received a statement from them, my payment will be sent by check. I never requested a check because it is no payment option for me in my country. There are high fees and regulations with foreign checksso it is much trouble with checks.

I have almost lost funds years ago because they have sent a withdrawal into a locked click2pay account because they ignored my wish to be paid into Neteller. So you maybe understand that Im not happy with the whole issue.

I contacted the casino support about this and received no reply. From my point of yiew, this is very poor customer service.

Im posting this now here at Casinomeister with the hope of a response from anyone, because I definitely do not understand why First Web Casino is acting that way.

I never experienced those problems with any other Jackpot Factory Casino or any other microgaming casino.
 

lots0

Banned User - troll posts - flaming
Joined
Jun 3, 2006
Location
Hell on Earth
I don't know for sure, but the problem could very well be with Neteller and not the casino.

I personally don't like Neteller, they ripped me off and screwed over millions of Americans and Canadians... Why anyone would still want to use them after all that is a complete mystery to me.
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Hello Seaman,

Please PM the JPF rep here. JPF Contact The sooner the better, so they can straighten this out for you.

Good luck!
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Hello Seaman,

Please PM the JPF rep here. JPF Contact The sooner the better, so they can straighten this out for you.

Good luck!

Not trying to stir up sh!t here, but why are there so many threads about JPF that can't be settled via their support email/phone? Why must one go through JPF's CM contact to get everything resolved? IMO this should only be a last resort, not the only resort.

lots0: Even if it was a Neteller issue (I'm not taking any sides here), wouldn't it be JPF's duty to inform the player that their preferred option is not available, and ask them how they wish to be paid before they choose one for the player and force it upon them?
 

Zodiac

Senior Member
webmeister
PABaccred
PABnorogue
Joined
Feb 16, 2006
Location
Europe
Hi Seaman,

if you played at the other JPF Casinos with no problems cashing out to Neteller, it can't be that you have now problems at First Web.

have you contact the Live-Support or via email ?

at some Casinos you must make a min. deposit to show them that you have an account and that you can use so your preferred payment method.

actual not demand, because you must indicate your payment details, but some Casinos demand it.

should support not be able to help you, do what Mousey say and contact the rep here
 

lots0

Banned User - troll posts - flaming
Joined
Jun 3, 2006
Location
Hell on Earth
winbig said:
lots0: Even if it was a Neteller issue (I'm not taking any sides here), wouldn't it be JPF's duty to inform the player that their preferred option is not available, and ask them how they wish to be paid before they choose one for the player and force it upon them?
You would think so.

It may well not be Neteller, but JPF never lied to me or ripped me off and well Neteller has...
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
I have deposited and cashed out with Neteller before at first Web Casino and at any other JF Casino very often.

I would like to point out that I have never been ripped off!The question is: Why do they offer you a chance to set up your preferred payment method and then ignor your choice?

I have contacted via email and usually I recieve a reply, so I dont think it bounced.
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Let us know how this goes for you, Seaman. Unfortunately, once one of their withdrawals is mangled, it seems to take a while to get it sorted. Hopefully, you'll be attended to promptly.

And good luck. :thumbsup:
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
Well, I pmd the rep yesterday...but no reply. However, I recieved a reply from customer service:

However, according to the casino withdrawal policy any deposits from a valid and refundable payment method are processed back to the method used. For more information about our withdrawal policy please refer to this site:

You do not have permission to view link Log in or register now.




As you know all your recent purchases were made via PaySafeCard, which is a payment method that we cannot refund to, therefore, the default for processing of your withdrawal was check payment.



Kindly note that in order to get your funds processed to your NETeller account you are supposed to make deposits with this method within last 180 days

I never heard about that 180 days rule before and Im still curious about first offering that "preferred payment method" and not taking care of it.

Ok...it was my fault not to read the withdrawal terms, but like I said...I never had a problem cashing out from a paysafecard deposit into neteller at any other casino before.

In my opinion, a high standard casino group like jackpot factory should be more flexible and be able to take care of its customers needs.

I feel the whole thing happened to stretch the payout procedure, if the funds are longer at their accounts, they will get interest rates about it more longer.
 

niklas

Dormant account
Joined
Jul 10, 2007
Location
Sweden
I had a similar problems at another casino, in the MiniVegas group, where they refused to pay me back into my Neteller account that I deposited from!

They could only offer me cheque for free, or bank transfer for 25. Since foreign cheques cost me a fair bit to cash I had to pay the 25 for a bank transer.

I'm not going to bitch about it though, I just won't play there anymore.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is becoming a big problem. Casinos assume that a cheque is universally acceptable as a default payment method, whereas others have some issues that are not obvious, like the deposit within last 180 days rule. These "issues" differ between different casinos, so there is no "law" requiring these standards to be met, the casinos just make it up themselves to suit their own operating requirements.
The problem comes where players' own countries do not offer support for checks due to it being a dying method for transferring funds. Even here in the UK it can be a problem where the cheque is denominated in a foreign currency, with huge bank fees and some problems depositing it into some types of account. Cheques in the UK Pound are not a problem for me, but are for players whose own currency is not supported.
In this case, First Web have provided poor service by not advising the player in advance, as it would clearly have been possible to have made a token deposit from Neteller and then withdrawn the whole amount back to them.

Getting out of this can be done, ask First Web to cancel the cheque and refund back to the account. Then, make a Neteller deposit and follow this with a withdrawal for the whole amount.

This ignoring of E-mails is a CONSTANT problem with Jackpot Factory, and their CS CANNOT contact accounts (who deal with these issues) directly, all CS can do is pass a message. Accounts are very poor at feeding back to both CS and the player. It does indeed take the clout of the rep to get this sorted out, and this really shoudn't be the case. They need to restructure internally so that players can directly liaise with accounts, rather than having to use CS to pass messages back and forth. The issue of these constant failures in their E-mail system needs looking into. I had a session with their VIP CS a while back and clearly demonstrated that there was a SERIOUS issue with some E-mails simply not getting through to the CS desk, while othes got through within seconds of me sending them while on the phone to CS while they watched their inbound queue in real time.

The ONLY clearly reproducable pattern I found was that sending a REPLY to CS just didn't get through, but a NEW MESSAGE normally had no problems. This is a big issue, since CS often E-mail back with a request for further information, clarification etc, and since the original E-mail got a reply, the player assumes their clarification has just been ignored and the issue dropped.
By fiddling around, you can send a reply as if it were a new message (cut 'n' paste;)), and this is probably more likely to make it. A big problem is that these failures never produce a bounce message back to the sender. If this one issue could be fixed, there would be far fewer negative posts here, as more could be resolved through CS. All they need do is have their IT take apart their system to see where my replies get stuck, and why, then they can fix it. I have conducted the experiment, they now need to act on the results.
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
In this case, First Web have provided poor service by not advising the player in advance, as it would clearly have been possible to have made a token deposit from Neteller and then withdrawn the whole amount back to them.

That is exactly the point, I would have done it that way if I ever would have known.
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
Once again Jackpot Factory showed me why they are the best. They covered me high check fees with a generous amount showing up in my First Web account this morning.

I would like to thank you personally for your assistance with resolving this incident David.

It is good to know that Jackpot Factory is still setting the standard how to deal with customers.

Thanks again.

Can someone please tell me how to edit the "resolved" into my threads object?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Can someone please tell me how to edit the "resolved" into my threads object?

Good resolution to this!

AFAIK, the "resolved" thing is a moderator's option. I'll just take care of that now shall I.
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Happy to hear this was taken care of, Seaman. JPF usually do the right thing in the end. :thumbsup:
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Once again Jackpot Factory showed me why they are the best. They covered me high check fees with a generous amount showing up in my First Web account this morning.

I would like to thank you personally for your assistance with resolving this incident David.

It is good to know that Jackpot Factory is still setting the standard how to deal with customers.

Thanks again.

Can someone please tell me how to edit the "resolved" into my threads object?

C'est magnifique. I have a feeling that we are gonna see a lot of the 'R' word inserted in the title threads in future.
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
Location
Sun/Moon
Great that it was solved.

I also hate cheques.

They take forever to arrive, cost a ton to cash (11 where I am from) and even after that it takes 7 days to clear to my bank account. Once in a while the cheque bounces, and that's expensive. I just received a cheque for only $50 or so. It bounced, so after the costs I was down like 30-40 . :mad:

GG JackpotFactory
 
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