[Resolved] LRDell vs High Noon Casino

[LRDell]

A little background. Back in 2010 I was not playing responsibly and got out of the game for a while. I asked my casinos at the time to close my accounts. I now play responsibly and stick within specific playing limits.

Looking for a new place to play, I always come to Casinomeister accredited list. Selected High Noon, and opened an account and made a deposit. This was during the time (November) when many places were having issues with Visa, and I ended up trying Paste and Pay. Real pain in the butt, but I was able to make a deposit (only around $150). Started playing. Withing about 5 spins I get this message that says my account has been closed by an administrator.

Although their reasoning was logical (one of their sister casinos was one where I closed an account in 2010), I was extremely pissed off that this didn't happen when I first tried to open the account. It is EXTREMELY unfair to do this after you have accepted a deposit. But it gets worse. I had no relationship with Paste and Pay, it was the first time I used them, and they told me it could take 4 weeks to get my refund. So I asked High Noon to use bank wire to return the money to me that THEY HAD ACCEPTED prior to preemptorily closing my account. They refused.

Now, 7 weeks later, I have High Noon continually telling me that they made the refund, Paste and Pay telling me they are looking into it (meanwhile suspending my account for some unknown reason they won't tell me). I have no refund and no good answers. I am very ready to report Paste and Pay and possibly High Noon to the Department of Justice IGEA department. Am I just crazy or is this completely unacceptable customer service from a CM accredited outfit?

 

[slotmaster]

Did you tell the sister casino that you were closing your account due to not gambling responsibly? If so that could be a problem, if not playing at another casino within the same group should not be a problem.


Keep records of conversations and screenshots! Can't stress this enough. I would if you can try and go through high noon's terms and see if it says anything pertaining to closed accounts.
Either way you should get refunded I say! I applaud you for thinking about taking action.

 

[LRDell]

Did you tell the sister casino that you were closing your account due to not gambling responsibly? If so that could be a problem, if not playing at another casino within the same group should not be a problem. .

That is why I would not have have had a problem with them not allowing me to open an account. That would have been reasonable. I did not realize they were a sister casino. And once they chose to let me open and account AND make a deposit, it seemed that they owed me the most expedient way to refund the funds that they accepted.

 

[slotmaster]

I can't offer anything regarding paste and pay as I have no knowledge of them, but suspending your account is weird, usually means the person did something fraudulent, not saying you did of course but in all the instances I have seen that is it.

I went and looked at high noon's terms, it says nowhere about accounts at other casino's within same group if you request to close a account on their responsible gaming page, however in their terms page they do mention about being part of club world casino's but if you want to close your account theywill do a refund which sounds like you did request this and they say they sent it. Have they given you proof it was sent?

I have no problem with high noon myself, I just hate seeing you get the run around and companies trying to put it on the other party, I have been through this quite a bit among being screwed so hence why I get fired up about this kind of stuff.

I hope it all works out for you!

 

[LRDell]

High Noon FINALLY admits the problem was on their end!

After weeks of trying to get information out of High Noon and Paste and Pay, I got this email from High Noon:

Hello XXXXXX,

Thank you for contacting Customer Support.

Our cahsier got back to us, and advised that refund was sent with a slight delay.

They advised the money should be with you towards end of next week.

We apologise for any inconvenience.

If you have any other questions please do not hesitate to contact us.

Kind Regards,
Gosia
Customer Support

TWO MONTHS later, and still no refund. This has been rediculous.

 

[Mouche12]

Outrageous, contact the rep or file a PAB, good luck!

 

[LRDell]

STILL no refund - still High Noon's problem

So I have done a PAB - haven't heard anything back yet. Understand it can take some time.

The latest is that yet AGAIN, High Noon insists that they have refunded to Paste and Pay and Paste and Pay keeps saying they have no information from their bank. High Noon's latest date that they said they refunded (after admitting the delay was on their end) was Jan 18. More than three weeks now even since then. Two and a half months since this whole mess started.

As far as I'm concerned, this is still High Noon's issue, even though they keep washing their hands of it saying they did their part. Due to how the whole thing went down I think they should be pushing this with THEIR payment processor.

This is incredibly poor customer service. Guess it doesn't matter to them since I won't be back to deposit money.

 

[chuchu59]

After weeks of trying to get information out of High Noon and Paste and Pay, I got this email from High Noon:

Hello XXXXXX,

Thank you for contacting Customer Support.

Our cahsier got back to us, and advised that refund was sent with a slight delay.

They advised the money should be with you towards end of next week.

We apologise for any inconvenience.

If you have any other questions please do not hesitate to contact us.

Kind Regards,
Gosia
Customer Support

TWO MONTHS later, and still no refund. This has been rediculous.

Slight delay? Its a mammoth delay. Maybe the casino should change its name to High Time ie high time it refunded the money.

 

[Redbush54]

So I have done a PAB - haven't heard anything back yet. Understand it can take some time.

The latest is that yet AGAIN, High Noon insists that they have refunded to Paste and Pay and Paste and Pay keeps saying they have no information from their bank. High Noon's latest date that they said they refunded (after admitting the delay was on their end) was Jan 18. More than three weeks now even since then. Two and a half months since this whole mess started.

As far as I'm concerned, this is still High Noon's issue, even though they keep washing their hands of it saying they did their part. Due to how the whole thing went down I think they should be pushing this with THEIR payment processor.

This is incredibly poor customer service. Guess it doesn't matter to them since I won't be back to deposit money.

I would recommend that you familiarize yourself with the PAB system. Once filed, the issue may not be discussed in the forum or you stand the chance of your PAB being dismissed. You can read about it here. If you have questions you can always email maxd but he is very good at keeping you caught up on what's going on.

 

[maxd]

So I have done a PAB - haven't heard anything back yet. Understand it can take some time.

The latest is that yet AGAIN, High Noon insists that they have refunded to Paste and Pay and Paste and Pay keeps saying they have no information from their bank. High Noon's latest date that they said they refunded (after admitting the delay was on their end) was Jan 18. More than three weeks now even since then. Two and a half months since this whole mess started.

As far as I'm concerned, this is still High Noon's issue, even though they keep washing their hands of it saying they did their part. Due to how the whole thing went down I think they should be pushing this with THEIR payment processor.

This is incredibly poor customer service. Guess it doesn't matter to them since I won't be back to deposit money.

As Redbush mentioned, posting like this while your PAB is in progress can get your PAB shut down. See the PAB FAQ -- which you said you had read and would respect -- for details, in particular section 3.10: What are my responsibilities once the PAB is submitted?

I must add that I can see no excuse for you not knowing the PAB rules: you've been a member here at Casinomeister about as long as I have and that's a hell of a long time. I can only presume that you are fully aware of what is expected of PABers. The "no post" rule has been mentioned a thousand times here in the forums and given how long you've been a member you would have had to work over-time to avoid knowing the rules, particularly this one. Pretty dissappointing showing for an "Experienced Member", IMO.

Come to think of it you would have also known damn well that the PAB process is in place SPECIFICALLY to handle issues related to Accred casinos. Any yet you posted first and waited two weeks before you bothered to PAB. And I'll bet you didn't contact the casino rep either, correct?

WTF? Something ain't right here. Thread retitled while we get to the bottom of this.

 

[BMWSTACK]

So I understand that you closed your account due to responsible gaming, but do casinos allow you to reopen your accounts? I have seen many places that will accept an email to reopen. I know its hindsight, but maybe they would have allowed you to continue to gamble the balance after you sent an email to reopen? That is onlt because you said you have things in control. Maybe they would have sent deposit limits according to the amount that keeps you in control.

I believe paste & pay fell apart for US bad, I wonder if there was another way to refund you.

 

[LRDell]

Obviously did not read the PAB rules closely enough

I will not comment further on this matter here since I have done a PAB. Didn't realize there was a rule about updating the forum if a PAB has been done.

 

[LRDell]

High Noon did the right thing this week

Happy to update with the resolution. The PAB process worked and High Noon agreed to wire the refund to my bank account, which they did within 24 hours of my providing the information.

 

[chuchu59]

Happy to update with the resolution. The PAB process worked and High Noon agreed to wire the refund to my bank account, which they did within 24 hours of my providing the information.

Hold on. If they only refunded your money after you provided the info they were not telling the truth initially when they said they had already iniitiated the process of refunding the money to your account and that there was a slight delay. Finally paying does not mean they were right.

 

[Mouche12]

Hold on. If they only refunded your money after you provided the info they were not telling the truth initially when they said they had already iniitiated the process of refunding the money to your account and that there was a slight delay. Finally paying does not mean they were right.

Very well said Chuchu, they must have been lying, not a good thing for an accredited casino...

 

[Jasminebed]

Hold on. If they only refunded your money after you provided the info they were not telling the truth initially when they said they had already iniitiated the process of refunding the money to your account and that there was a slight delay. Finally paying does not mean they were right.

If I'm following events correctly, High Noon claim to have refunded LDell's money to the processor, which they may have well done. But ultimately, the player's contract is with the casino, not the processor, and they have now refunded the customer. High Noon may well have had to pay twice, but the choice of processor is the casino's choice, not the clients'.

I don't think accusations of lying are necessarily correct.

 

[chuchu59]

If I'm following events correctly, High Noon claim to have refunded LDell's money to the processor, which they may have well done. But ultimately, the player's contract is with the casino, not the processor, and they have now refunded the customer. High Noon may well have had to pay twice, but the choice of processor is the casino's choice, not the clients'.

I don't think accusations of lying are necessarily correct.

The casino paid right after receiving information from the OP which made it look like they had not paid the money in the first instance. In any case, even if the casino had already paid the processor it is their job to ensure the processor refunds the money to LDell.

Claims by the casino that payments had been made when they were not and then paying the player immediately after receiving additional info only serves to make them look incompetent at best. It is well-known that CW's processor is not up to standard so far as US clientele are concerned.

 

[maxd]

... they must have been lying ....

As others have suggested, it's not a good idea to jump to conclusions about such things.

As I understand it from my discussions with the casino they had transferred the monies to the processor some time ago. The processor assured them payment had been made to the player, which turned to not have been true. Remember, this the States we're talking about here: money has a habit of falling into bottomless holes in the current circumstances. This is why we say "expect delays".

Intentional or otherwise things like "missing" payments take a while to work their way through the system. When the casino was finally alerted to the actual problem and had verified the player was legit another payment was sent, this time directly to the player. In other words they've paid the money, in full, twice now.

While I appreciate player concerns over delays and such I have to ask: how quickly would any of you reach into your pocket to hand over a payment a second time? I know, a casino has a certain responsibility to ensure that their players receive what is due them, but they also have a responsibility to ensure they're not being taken for a ride. Bummer that it slows the process down but shit happens sometimes especially in the current circumstances. As has been said many times: Expect Delays.

In the end the player got their money, in full, and at a less responsible casino that process could have dragged on a hell of a lot longer. If anyone doubts that I can point you to many, MANY examples.

 

[chayton]

@ the OP, you said your Paste and Pay account was suspended too? Just curious, I don't use them but wondering what happened, whether they reopened your account or gave you any feedback about why they suspended it?

Unless I read your post wrong, in that case ignore this question.

 

[LRDell]

Paste and Pay

Never could get an answer. Would never use them again, anyway.

 

[maxd]

FTR the casino has provided the player with info from the processor that would, in theory, allow the player to trace the original payment. They've said the player is welcome to the original payment if they are able to track it down.

At this point I think it's safe to say that -- in this particular case at least -- the accusations of lying and other casino duplicity were unfounded and inappropriate.