Slotocash Processing and of the such

[cheetahwind]

So before anyone suggests that this be moved to ATB, I'm not going to request for that to happen. I want this to be an open to anyone public discussion without any sugar coating of whats going on.

So it would be appear much to my dismay that Slotocash isn't willing to deal with processor issues as willingly as they seem to claim they want to.

I've had several issues over the past few months with there American Express processor double dipping into my prepaid account. Once when they go to charge it and once again when it goes from pending to complete. I've made several complaints to the cashier, customer support, and even to the head of the casino Steven Vaughn. Yet for as long as my deposit goes thru with there processor, they have taken a we don't care about your card overdrawing atmosphere. (Yes they claim to be looking into it, yet 3 months later, still no real we have a reason why this happening type of e-mail)

Then going to the Visa side of processing. It would seem as my card number which was new as of April of 2013. I had to have it replaced, because it was hi-jacked before with some random person who got ahold of my number. Trying to book vacations, trying to play online games, hell I even had a pornography site attempted to be charged to my prepaid card.

The new number has now also been hi-jacked because I had a recent charge for $1.99 from a place called ebookers.com to my account. Granted it was automatically refunded, but now I know someone besides Slotocash and there processors has my number.

Before any assumptions are made about well it could your computer is infected with malware, I have 3 very well known and trusted malware and 2 anti-virus programs running on this computer. So if one doesn't catch a deadbeat virus or piece of malware, the other ones normally do. So I know it's not my computer.

I really honestly believe there credit card database has been hacked either on there side or the processors side. Yet no one wants to talk about. Mainly because the only thing the ummm sort of not, really want to focus on. Is the Amex issue, yet that's still not being addressed either.

I have been bouncing e-mails back and forth to support, steven, and whomever else answers my e-mails for 3 months now. To little success to getting any of processor issues resolved.

To then tonight add the icing to the cake. There processor they've had for a few months, has decided to open a virtual prepaid mastercard for me without me even asking for it. I got a confirmation e-mail from them for my regular transaction, plus an e-mail telling me I have a new prepaid mastercard from them ready to be activated. Oh let's not forgot they took out an additional $1.95 to my gaming transaction.

This is getting tiresome. I've been really trying to keep quiet about who the issue was with, yet 3 months later. I would think something would be getting resolved yet it's not.

Yes some of e-mails lately exchanged haven't been very nice, but my being nice is wearing thin. I figured sometime within the 3 month time frame, something would have been fixed.

So now I'm reaching out the online community about what I should do. I mean Slotocash is accredited right? They should be able to respond to issues within a reasonable time frame like they have in the past right? Besides having obvious issues with processors period, they really have lost there touch on customer service and really have seemed to go into survival mode.

I'm not really fond of doing a PAB, mainly because in the last e-mail I did exchange with the cashier. I did get a bit nasty with them. Mainly because they won't even do any investigating as to why there processor is now opening up prepaid mastercards for customers. Without even asking me if I wanted in the first place. Like I said again my being nice is wearing thin. Gah I really am starting to dislike Slotocash as a whole.

 

[bigjohn]

This probably would have been well settled better by a private PAB. Once this thread is out here for a while you can probably expect that the deposit methods you have outlined may well become even more difficult to use.

If Slotocash or their associates are jerking you around and stealing money from you why play there?

 

[cheetahwind]

Well this morning was my last straw for it all, until they start talking.
As I stated, I wasn't very ncie to the cashier in my last exchange.
Last I knew Max doesn't like when people are nasty to casino folk. Then again I'm getting tired of the we don't care attitude.

 

[silcnlayc]

Yes, they opened up a card for me also but i just ignored it. Hope you get some resolution for your frustrations.

So before anyone suggests that this be moved to ATB, I'm not going to request for that to happen. I want this to be an open to anyone public discussion without any sugar coating of whats going on.

So it would be appear much to my dismay that Slotocash isn't willing to deal with processor issues as willingly as they seem to claim they want to.

I've had several issues over the past few months with there American Express processor double dipping into my prepaid account. Once when they go to charge it and once again when it goes from pending to complete. I've made several complaints to the cashier, customer support, and even to the head of the casino Steven Vaughn. Yet for as long as my deposit goes thru with there processor, they have taken a we don't care about your card overdrawing atmosphere. (Yes they claim to be looking into it, yet 3 months later, still no real we have a reason why this happening type of e-mail)

Then going to the Visa side of processing. It would seem as my card number which was new as of April of 2013. I had to have it replaced, because it was hi-jacked before with some random person who got ahold of my number. Trying to book vacations, trying to play online games, hell I even had a pornography site attempted to be charged to my prepaid card.

The new number has now also been hi-jacked because I had a recent charge for $1.99 from a place called ebookers.com to my account. Granted it was automatically refunded, but now I know someone besides Slotocash and there processors has my number.

Before any assumptions are made about well it could your computer is infected with malware, I have 3 very well known and trusted malware and 2 anti-virus programs running on this computer. So if one doesn't catch a deadbeat virus or piece of malware, the other ones normally do. So I know it's not my computer.

I really honestly believe there credit card database has been hacked either on there side or the processors side. Yet no one wants to talk about. Mainly because the only thing the ummm sort of not, really want to focus on. Is the Amex issue, yet that's still not being addressed either.

I have been bouncing e-mails back and forth to support, steven, and whomever else answers my e-mails for 3 months now. To little success to getting any of processor issues resolved.

To then tonight add the icing to the cake. There processor they've had for a few months, has decided to open a virtual prepaid mastercard for me without me even asking for it. I got a confirmation e-mail from them for my regular transaction, plus an e-mail telling me I have a new prepaid mastercard from them ready to be activated. Oh let's not forgot they took out an additional $1.95 to my gaming transaction.

This is getting tiresome. I've been really trying to keep quiet about who the issue was with, yet 3 months later. I would think something would be getting resolved yet it's not.

Yes some of e-mails lately exchanged haven't been very nice, but my being nice is wearing thin. I figured sometime within the 3 month time frame, something would have been fixed.

So now I'm reaching out the online community about what I should do. I mean Slotocash is accredited right? They should be able to respond to issues within a reasonable time frame like they have in the past right? Besides having obvious issues with processors period, they really have lost there touch on customer service and really have seemed to go into survival mode.

I'm not really fond of doing a PAB, mainly because in the last e-mail I did exchange with the cashier. I did get a bit nasty with them. Mainly because they won't even do any investigating as to why there processor is now opening up prepaid mastercards for customers. Without even asking me if I wanted in the first place. Like I said again my being nice is wearing thin. Gah I really am starting to dislike Slotocash as a whole.

 

[vinylweatherman]

This goes beyond a mere customer service issue, there is a security issue, and crime is being committed. You are exposing every new card you get, and sure enough, the minute you use it, it gets misused. Something, somewhere, has been hacked. You feel it can't be your computer because you have scanned it and found nothing (but did you check for rootkits?).

For your own safety, ditch this casino now. The problem is that having these kinds of issues gets the banks digging deeper, and this is where they might find something strange is going on. Firstly, the card repeatedly going overdrawn will make them assess you as a high risk, because as far as they know, you are not using the card according to it's terms. If they see it's all "double dipping", they will investigate the processor, because a legitimate processor should be working to the proper standards, not repeatedly cocking things up.

This has been going on long enough for many players and many cards that the banks must be pretty stupid if they haven't yet figured out that serial "double dipping" is a sure sign of an offshore online gambling processor using miscoding to disguise transactions. Maybe they HAVE figured it out, there seems to be many seizures going on that don't hit the headlines, so the banks must be homing in on specific patterns. It is therefore rather careless for casinos and their processors to produce unique patterns that do not really occur in other types of transaction.

 

[cheetahwind]

So now there claiming they cannot reveal the nature of the business relationship. On why they had authorized an additional $2 for a prepaid virtual mastercard I never wanted.
I've now given them a choice either refund the $2 that was charged, and tell them I'm not interested.
That or I want my account closed simple as that. This is the silliest thing ever. If you've played at Slotocash with a visa over the last few days, check you statements for overcharges. They apparently will charge you for this prepaid mastercard. The deposit was suppose to be for $49.95, yet they took $51.95. This is purely theft on there part.

 

[vinylweatherman]

So now there claiming they cannot reveal the nature of the business relationship. On why they had authorized an additional $2 for a prepaid virtual mastercard I never wanted.
I've now given them a choice either refund the $2 that was charged, and tell them I'm not interested.
That or I want my account closed simple as that. This is the silliest thing ever. If you've played at Slotocash with a visa over the last few days, check you statements for overcharges. They apparently will charge you for this prepaid mastercard. The deposit was suppose to be for $49.95, yet they took $51.95. This is purely theft on there part.

They are now aiding a criminal activity by withholding information that could determine how the fraud has been possible, and how it can be prevented in the future. They are placing their own interests above those of the customer, even to the point of covering up evidence that may solve a crime.

Even closing your account might not necessarily protect you, the processor has somehow leaked data to criminals, and they could still attack your payment cards.

 

[rena35]

Close the card accounts and find a new casino. Its sad but this and many other problems with getting paid are beginning to be the norm for USA players.

 

[jelsmith]

I get double dipped on my AMEX EVERY SINGLE TIME! It does cause my account to appear negative until the extra charge falls off. It is super annoying and takes literally almost 10 days to fix itself. This should not happen.

 

[Nifty29]

They are now aiding a criminal activity by withholding information that could determine how the fraud has been possible, and how it can be prevented in the future. They are placing their own interests above those of the customer, even to the point of covering up evidence that may solve a crime.

Even closing your account might not necessarily protect you, the processor has somehow leaked data to criminals, and they could still attack your payment cards.

So, I assume you specialized in International credit law and criminal law when you were admitted to the Bar.

There is no concrete evidence that Slotocash has committed a criminal offence......in fact not really ANY evidence. Their processor may be dodgy...who knows? Just because they won't provide specific details of their processor to the OP does NOT make them criminal.

By your logic, probably every online casino is committing a criminal offence, as I'm certain none of them would provide intimate details of their processors upon request.

There's nothing wrong with an opinion, but when it involves accusing an accredited casino and their staff (by extension) of being criminals, especially when it's based on watching channel 4 and Law and Order reruns, it crosses into dangerous territory. You have as much legal expertise as me or any other non-lawye I.e. not much.

@the OP

You've been around long enough to know the procedure with accredited casinos:

1. Contact the CM Rep. If no joy, then

2. File a PAB.

If you're not prepared to lodge a PAB, then you're pretty much just slagging off an accredited casino for no reason other than to blackmail/force them into action. If the PAB process wasn't available, then fair enough...you have no other option...but it DOES, and you DO.

I'm struggling to believe that you're resisting a PAB solely because you sent a nasty email....especially given the seriousness that you obviously attach to this issue (and rightly so).

IMO you have a legitimate complaint. You're just going about it the wrong way. It doesn't help when armchair lawyers start throwing around accusations of criminality....which is exactly the reason why this should have been taken to PAB instead of the forum.

 

[cheetahwind]

So it would appear after this thread and my last little e-mail to them. There now finally willing to look into it.
They've said (and I've heard this before, but I'll give them one final chance) they should have an answer to me by Wednesday. If Wednesday comes and go without an answer I suppose I'll try the PAB route.
The only reason why I"m hesitant was because finally after going rounds with them for the last few days over the prepaid mastercard. I did finally say so you have no issue with me going to my bank to request the $2 be disputed because apparently your not going to look into it.
I'm going to guess that's the only reason why there now finally taking a good look, is because I'm tired of having these constant processor issues.
So we'll see if this gets any results.
As jelsmith said, regarding the Amex issue. The second charge does fall off, yet it's a pain. Yet to 3 processor descriptor changes later, it's still causing a major headache. Up until 3 months ago, I've never once had an Amex processor double dip before.
Plus to conclude the Visa issue, I have 3 different Visa cards. One I use for Slotocash, 1 I use for Win a Day, and the other one if I'm buying computer parts from a place I've never done business before. Just to make sure there on the up and up. So really Slotocash was the only 1 who has had access to that card number in the first place. Which is the only reason why I can pin it on them.
To answer your question VWM, yes I have also scanned for root kits and randomware too that might have be on here. Nothing came up.
I'm hoping someone comes back with a halfway decent reply soon.

 

[vinylweatherman]

So, I assume you specialized in International credit law and criminal law when you were admitted to the Bar.

There is no concrete evidence that Slotocash has committed a criminal offence......in fact not really ANY evidence. Their processor may be dodgy...who knows? Just because they won't provide specific details of their processor to the OP does NOT make them criminal.

By your logic, probably every online casino is committing a criminal offence, as I'm certain none of them would provide intimate details of their processors upon request.

There's nothing wrong with an opinion, but when it involves accusing an accredited casino and their staff (by extension) of being criminals, especially when it's based on watching channel 4 and Law and Order reruns, it crosses into dangerous territory. You have as much legal expertise as me or any other non-lawye I.e. not much.

@the OP

You've been around long enough to know the procedure with accredited casinos:

1. Contact the CM Rep. If no joy, then

2. File a PAB.

If you're not prepared to lodge a PAB, then you're pretty much just slagging off an accredited casino for no reason other than to blackmail/force them into action. If the PAB process wasn't available, then fair enough...you have no other option...but it DOES, and you DO.

I'm struggling to believe that you're resisting a PAB solely because you sent a nasty email....especially given the seriousness that you obviously attach to this issue (and rightly so).

IMO you have a legitimate complaint. You're just going about it the wrong way. It doesn't help when armchair lawyers start throwing around accusations of criminality....which is exactly the reason why this should have been taken to PAB instead of the forum.

It's fraud, taking a payment without the authorisation of the card holder. It doesn't matter who did it, it's a fundamental offence throughout the world. I didn't start the discussion about this being criminal, the complainant did.

The CORRECT way to deal with this problem is bad for the casino, which is why US players are using other channels, including "nasty" emails. Neither players nor casinos what such issues dealt with through the banks and card issuers, which is the correct way. In the UK, if you see a charge you don't recognise as having authorised, the FIRST step is to contact the bank, and they will then take the matter up on your behalf with the processor and merchant concerned. They will initially find out exactly what the charge relates to, which isn't always obvious on the statement, and then ask the customer if they made that transaction. If the customer said they didn't, the bank then marks it as a disputed charge, and asks the merchant to prove that it is valid. The merchant can reverse the charge itself and apologise, and the matter will go no further (assuming they can't prove it's validity). The bank will only use the Consumer Credit laws to recover the charge on behalf of the customer if the merchant does not respond, or cannot show that the charge is valid, but refuses to return the money voluntarily.

These correct channels do not work in this industry, particularly in the US. US players are therefore urged to deal with such matters directly with the casino, and the expectation is that the casino will sort it out with their processor and make things right for the player, and the US banks need never know that there was a problem in the first place. The onus is on casinos to ensure that this actually WORKS.

The double dipping should not happen, yet it does, and far to often to be the odd mistake. The processors are DELIBERATELY using a method that causes "double dipping", and not only does this cause problems for players, it repeatedly causes them to be in breach of the terms of use of their cards, and this is bound to attract the attention of the bank, which is not going to be good for the industry. The industry does not need avenues detected and shut down by their processors drawing attention to the transactions by putting them through in an irregular manner.

 

[Nifty29]

VWM.

Don't now hide under the blankets and say "they started it".

You SAID that Slotocash are "aiding a criminal activity" and "withholding evidence"....and those, good Sir, are VERY serious accusations which go WAY beyond a personal opinion. IMO this is inappropriate and without foundation, especially given we have only one version of events, and only a disgruntled player's word at that (not saying their word isn't good....but you know from your barrister years at Knobhockle, Brownnose and Spang that its nowhere near enough to start proceedings).

An incorrect charge on one's credit card is NOT fraud....even I know that. If it were, the courts would be full of nothing else, and they're not. There has to be criminal intent...or so Vincent D'nofrio tells me.

You also have to prove it was Slotocash taking the extra payments, which I personally very much doubt, to accuse them (as you have) of fraud. It's far more likely that their processor is doing it themselves, and keeping the extra $2 and only sending the actual deposit amount to the casino. It may even actually show up as the deposit amount on the casino processor statements, which may be why they can't see it and/or trace it. It's also a possibility that the processor has introduced a $2 charge on prepaid card charges, and hasn't informed Slotocash.

The point is....we don't KNOW. Hence, nobody should be calling anybody criminals until we DO....and only then if it's true.

I'm sorry for derailing a little, but these kind of accusations are totally unhelpful and counter-productive, and are only being perpetuated by those who have an uncontrollable need to look like they know everything about everything.

I really hope that the OP gets a resolution and that Slotocash take it seriously and start asking the relevant questions of their processors.

 

[cheetahwind]

Well to be slightly fair Slotocash so far has had an instant solution to all of my issues.

Visa Number Compromised Issue:
There Solution: Are you sure your computer isn't infected with malware, spyware, or of the sorts? Our processor can't be compromised
My Answer: Of course not I scan my computer almost twice a day
There Answer: The processor has replied they haven't had a breach
My Answer: Well how else could have it be stolen
There Answer: Silence

Amex Double Charges (One Eventually Falls off situation)
There Solution: Load twice as much as you want to deposit, to prevent the overdraft, you'll get your extra money back within 2 weeks
My Answer: What's so wrong with your processor using the original sale, versus creating a second one and not using the original 1
There Solution: Silence again

Virtual Mastercard:
There Solution: Call an overseas number to talk to them about it
My Answer: My cell phone doesn't have international capabilities on it, nor am I going to bother anyone to make an international call. The charges would probably exceed the little $2 that was charged
There Answer: Well we have no control over what our processor does
My Answer: Can't you do anything about it, or at least ask why there opening these accounts
There Answer: We have provided you a number, contact them directly to discuss the issue
My Answer: At which my point I'm getting irate and reply not so nicely
There Answer: We'll get back to you

As you can see they've always offered an answer or a solution that fits the we aren't going to pester our processor answer. Yet they never truly try to fix the issue at hand.
Example I mean really, if I want to deposit using my Amex. If I want to make a $50 deposit, I would have to deposit $100. Then let them tie up the extra $50 I have deposited for up to 2 weeks before I get to use it again. Seems like a pain no?
I just am not understanding why they can't be bothered to do a little homework is all. I'm sure I"m not going to like the prepaid virtual mastercard either. Plus a lot of the silence regarding my issue also upsets me as well.
So there's a bit more background to let you guys see a bit more about whats going on.

 

[bigjohn]

Well, there has been suggested a few good ways to proceed.

Contact the rep, file a PAB, and the most obvious one, kick 'em to the curb! I realize there are not a lot of choices where to play but you should be able to find one that suits you better and has better support. cough, cough, 3Dice, cough. Excuse me.

 

[vinylweatherman]

Well to be slightly fair Slotocash so far has had an instant solution to all of my issues.

Visa Number Compromised Issue:
There Solution: Are you sure your computer isn't infected with malware, spyware, or of the sorts? Our processor can't be compromised
My Answer: Of course not I scan my computer almost twice a day
There Answer: The processor has replied they haven't had a breach
My Answer: Well how else could have it be stolen
There Answer: Silence

Amex Double Charges (One Eventually Falls off situation)
There Solution: Load twice as much as you want to deposit, to prevent the overdraft, you'll get your extra money back within 2 weeks
My Answer: What's so wrong with your processor using the original sale, versus creating a second one and not using the original 1
There Solution: Silence again

Virtual Mastercard:
There Solution: Call an overseas number to talk to them about it
My Answer: My cell phone doesn't have international capabilities on it, nor am I going to bother anyone to make an international call. The charges would probably exceed the little $2 that was charged
There Answer: Well we have no control over what our processor does
My Answer: Can't you do anything about it, or at least ask why there opening these accounts
There Answer: We have provided you a number, contact them directly to discuss the issue
My Answer: At which my point I'm getting irate and reply not so nicely
There Answer: We'll get back to you

As you can see they've always offered an answer or a solution that fits the we aren't going to pester our processor answer. Yet they never truly try to fix the issue at hand.
Example I mean really, if I want to deposit using my Amex. If I want to make a $50 deposit, I would have to deposit $100. Then let them tie up the extra $50 I have deposited for up to 2 weeks before I get to use it again. Seems like a pain no?
I just am not understanding why they can't be bothered to do a little homework is all. I'm sure I"m not going to like the prepaid virtual mastercard either. Plus a lot of the silence regarding my issue also upsets me as well.
So there's a bit more background to let you guys see a bit more about whats going on.

This is aiding and abetting by neglect. They are refusing to take control of the problem, instead they are washing their hands and expect the player to take it up. Do they REALLY want players contacting their processor direct, or even AMEX direct. What happened to "under the radar".

In order for a charge to be legitimate, the card holder has to have authorised it, if they didn't, and it is being deliberately taken, it's fraud. If it's accidental, it's incompetence, but there is also "criminal incompetence" in many fields of business, where a case is brought and blaming "human error" is no defence. Whether the processor informed their merchant or not is irrelevant, it is the CARDHOLDER that must be informed.

There is something VERY odd going on, and the OP isn't the first player to complain about both "double dipping" and random additional transactions appearing on their cards. Something somewhere has been compromised, and rather than washing their hands of the problem, the casinos should be pursuing the causes with vigour, and putting a stop to these issues as a matter of urgency lest the banks and card issuers start their own investigations and poke their noses in where they are not wanted.

If the player complains to the bank or card issuer, and asks the obvious of "why does every transaction get debited twice", and "what's this extra $2 for, I wasn't told at the point of sale and didn't authorise it", the bank will start looking at these problems, and will notice that these are "cloaked" transactions with "fronting merchants", and they will then start following the trail as far back as they can. Even without complaints, I would have thought the card issuers have seen these oddities, and have begun looking into a selection of them on their own accord. It could be why so many things "stop working" all the time.

If this kind of thing happened to MY card, I would be on to my bank straight away, it just "doesn't happen" normally, and when on occasion it does, it is taken VERY seriously by the regulators.

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[Sloto]

I am looking into this issue and will get all the details before making comment.

Kind Regards

Ms Sloto

 

[Nifty29]

"Criminal incompetence" ...."aiding and abetting by neglect"...FFS Vinyl.

All we have at the moment are extra charges by Slotocash's processor...NOT the casino itself. Slotocash may not even be able to SEE the extra charge....which might explain the trouble they're having tracking them down.

You need to stop pretending you're an attorney specializing in all areas beginning with a letter of the alphabet. You're not......none of us are. Normally, it doesn't really matter here nor there, as it's usually general comments and opinions, however Ill-founded, incorrect and irrelevant they are (and they are), and nobody in particular is being accused of anything.

However, this time it's different. You have categorically stated that slotocash have committed various criminal offences, based on your HBO-level legal knowledge and a couple of posts from one side of the coin. IMO, it's ridiculous and just makes the whole thing worse, as the casino may now decide not to deal with this openly given they have been labelled criminals by someone trying to be Perry Mason and Judge John Deed all rolled into one.

Accredited casinos deserve better than the cheap shots being taken at them. A little bit of respect goes a long way when it comes to conflict resolution. Blackmail and accusations get you nowhere.

Again, it highlights why these issues should be dealt with privately with the rep here (not the cashier or a CSR), and then via PAB if that fails. What could have been sorted by the rep or Max/Bryan behind the scenes to every affected player's benefit has now become a public free-for-all with people who have no idea what they're on about saying things that they would be personally sued for in person.

I'm not saying cheetah doesn't have a case....they should be refunded any charges that are not legitimate...I'm just saying it should have been dealt with the correct way (which they were well aware of). If you need a reason WHY it should be done that way, just check out the thread.

 

[jelsmith]

I'll give the rep a chance to fix it. I have always been satisfied when she gets involved. I'm still waiting on AMEX to release a double charge from 1/6....7 days later...

 

[randomiam]

these issues

they seem to be quite alot to deal with are you guys able to use web wallets like skrill or ecopayz or just plain bank transfer ?

 

[The Dude]

Just a gentle reminder that making claims that people are committing crimes is in violation of forum rule 1.6.

1.6 - No "Libelous" Posts. Do not make posts that could be considered libelous, defamatory, or posting merely to cause harm to another's business. Opinions are expected, but do not attack others with accusations of criminal activity unless this has been proven in a court of law.

https://www.casinomeister.com/forums/help/forum-rules/

Don't do it. Thank you.

 

[vinylweatherman]

"Criminal incompetence" ...."aiding and abetting by neglect"...FFS Vinyl.

All we have at the moment are extra charges by Slotocash's processor...NOT the casino itself. Slotocash may not even be able to SEE the extra charge....which might explain the trouble they're having tracking them down.

You need to stop pretending you're an attorney specializing in all areas beginning with a letter of the alphabet. You're not......none of us are. Normally, it doesn't really matter here nor there, as it's usually general comments and opinions, however Ill-founded, incorrect and irrelevant they are (and they are), and nobody in particular is being accused of anything.

However, this time it's different. You have categorically stated that slotocash have committed various criminal offences, based on your HBO-level legal knowledge and a couple of posts from one side of the coin. IMO, it's ridiculous and just makes the whole thing worse, as the casino may now decide not to deal with this openly given they have been labelled criminals by someone trying to be Perry Mason and Judge John Deed all rolled into one.

Accredited casinos deserve better than the cheap shots being taken at them. A little bit of respect goes a long way when it comes to conflict resolution. Blackmail and accusations get you nowhere.

Again, it highlights why these issues should be dealt with privately with the rep here (not the cashier or a CSR), and then via PAB if that fails. What could have been sorted by the rep or Max/Bryan behind the scenes to every affected player's benefit has now become a public free-for-all with people who have no idea what they're on about saying things that they would be personally sued for in person.

I'm not saying cheetah doesn't have a case....they should be refunded any charges that are not legitimate...I'm just saying it should have been dealt with the correct way (which they were well aware of). If you need a reason WHY it should be done that way, just check out the thread.

If the processor did something wrong, the casino is still responsible as they chose and contracted them, not the player. One can't wash one's hands of liability by claiming one of your employees or subcontractors is responsible, liability ultimately rests with the party who made the contract with the consumer. The casino have also made categorical statements to the player, so presumably they have thoroughly checked.

Our processor can't be compromised

There is no such thing in the world of technology, this is purely a buck passing statement.

I bet Target thought the same about their systems, and Sony before that, both were wrong, and both suffered for their arrogance.

No one can categorically state that they are not the ones to have been compromised until the source of the problem has been found. Even the Pentagon can be hacked.

This is more than one casino vs one player, this kind of thing has been happening for ages, and no one on the industry side is either giving answers, or doing much about it.

I would ask WHY the processor can't process transactions properly so that we don't see this constant "double dip" effect.

WHY, despite the assurances that the processors can't be compromised, are there so many complaints about random extra charges that bear no relation to the deposits made, and why sometimes the deposit charges go through for more than the amount authorised.

Even more worrying, HOW can these extra charges be made, where is the security that should ensure that ONLY the cardholder can authorise individual transactions. This is the one that is hard to explain away with technical reasons such as a transaction going through twice. These are completely new transactions, done without the knowledge or authorisation of the card holder, this can only really be done via a deliberate act, hence a fraud, which by definition is regarded as a crime.

 

[The Dude]

...These are completely new transactions, done without the knowledge or authorisation of the card holder, this can only really be done via a deliberate act, hence a fraud, which by definition is regarded as a crime.

You don't know this. This is strictly an assumption. You've been warned. Infraction incurred.

 

[ChillBill]

Before any assumptions are made about well it could your computer is infected with malware, I have 3 very well known and trusted malware and 2 anti-virus programs running on this computer. So if one doesn't catch a deadbeat virus or piece of malware, the other ones normally do. So I know it's not my computer.

In the world of protecting one's PC from the nasties, more is not better!

Running multiple instances of antivirus and malware programs is counterproductive. My suggestion is:

• Install a decent software based firewall - Comodo offer a nice free one. You'll need to disable Windows based firewall when running a 3'rd party firewall. Though, windows is crap anyway.
• Comodo also have a free antivirus, which if your using the firewall, it combines into a single suite and works very effectively. Can be placed on automatic or manual. Though I'd suggest disabling the automatic sandboxing cause it causes hovic with casino installs.
• If you don't mind spending some dollars Kaspersky is probably one of the best around. This thing locks your PC up tight!
• I use Comodo Premium and no nasties have been caught, touch wood.

Rule of thumb, 1 antivirus program, 1 software based firewall (optional - 1 hardcoded router firewall), 1 malware program. Or 1 software suite which includes antivirus, firewall and malware.

Repeating, running multiple instances of any of these will likely produce false/positives, wont pick up on the nasties. You may as well be running nothing.

 

[cheetahwind]

Well Kapersky is my primary Anti-Virus program, I also run Malware Anti-Bytes primarily as my clean up tools. (The other ones I only run when I think something is up, they aren't always running)

As for an update to the casino, this afternoon finance told me apparently there were not aware Amex was still acting up. Last they knew they thought they had it fixed. Therefore they'll look into it again and see why it's still not working properly.
Yet my answer to this was I alerted them almost 3 weeks ago to the problem, and you can't tell me I'm the only customer that has sat back and let the Amex processor do it's own thing. So why are we now finally deciding it was a problem?

Then as the Visa ordeal with the prepaid mastercard, there trying to chalk that up to a card associate fee. Which I have an e-mail that clearly proves that the processor actually charged me for the virtual card and there transaction. Plus that has been forwarded to them.

Yes before anyone else harps on me about the rep. Yes I thought about contacting the rep, yet when Steven Vaughn doesn't do much of anything. Other than offer me a free $25 chip about 2 months ago my issue. Yet still it's not fixed. Yeah the chip was nice, but having a properly working processor would have been better. When your contacting as about high up on the food chain as you can get. Then you still don't get a very good reply to your constant issues. I'm just figuring the rep is going to be just as about useless if the higher ups can't be bothered to figure out what's going on.

 

[bigjohn]

Well Kapersky is my primary Anti-Virus program, I also run Malware Anti-Bytes primarily as my clean up tools. (The other ones I only run when I think something is up, they aren't always running)

As for an update to the casino, this afternoon finance told me apparently there were not aware Amex was still acting up. Last they knew they thought they had it fixed. Therefore they'll look into it again and see why it's still not working properly.
Yet my answer to this was I alerted them almost 3 weeks ago to the problem, and you can't tell me I'm the only customer that has sat back and let the Amex processor do it's own thing. So why are we now finally deciding it was a problem?

Then as the Visa ordeal with the prepaid mastercard, there trying to chalk that up to a card associate fee. Which I have an e-mail that clearly proves that the processor actually charged me for the virtual card and there transaction. Plus that has been forwarded to them.

Yes before anyone else harps on me about the rep. Yes I thought about contacting the rep, yet when Steven Vaughn doesn't do much of anything. Other than offer me a free $25 chip about 2 months ago my issue. Yet still it's not fixed. Yeah the chip was nice, but having a properly working processor would have been better. When your contacting as about high up on the food chain as you can get. Then you still don't get a very good reply to your constant issues. I'm just figuring the rep is going to be just as about useless if the higher ups can't be bothered to figure out what's going on.

The idea of contacting the rep. has more to do with following the recommended process here for dealing with problems.

In my experience the higher executives of a company are responsible for taking care of their employees and their business, the employees are responsible for keeping the customers happy. The rep. has made him or herself available, partly, to deal with problems of CM members.

I just think the process established here at Casinomeister works best when you go through the steps they recommend.

 

[dcpam39]

Just a comment on the extra charge on the amex prepaid card, which subsequently falls off in 7-10 days.
Prior to a couple of weeks ago, I had only used this card at Inet and have had the same thing happen to me several times. Inet looked into it, and said that they could not determine that it was happening on their end, and surmised that it was an extra charge being placed by Amex. This card is no longer accepted as a deposit option at inet; at least when I have tried to use for deposits.

I have started using this card at the rivals, sloto, desert and sunset over the last 2 weeks, and yesterday for the first time, I have a negative balance. It is an inconvenience, but I had the experience with inet, so I plan for it-as their aren't a lot of deposit options for usa.

 

[Sloto]

OK I now have all the facts and there are 4 issues here that need to be addressed.

Let me first take the fraud which took place on your prepaid cards, I looked into this issue quite a while back after you first reported it to us and my investigations could not find any evidence that your data was compromised with us. I have not had any other case of this nature brought to my attention and it seems strange that the 2nd prepaid card you purchased was also fraudulently used. There are many ways fraudsters obtain information and you need to rule out any personal security breach based on how and where you obtain the prepaid cards. When looking at fraud we consider the type of fraudster in this case the person using your cards are spending low amounts and other than ebookers at sites frequented by teenagers.

Regarding the duplicate charges, this sometimes happens but not all the time due to communication errors between processor and casino cashier. I understand it is very frustrating for our members, but in all cases amounts are refunded or fall off the card based on the type of error which occurred. WE DO NOT take funds from our members cards without authorization.

Then we have the cc fee issue which is something we cannot avoid and have the following statement on our website: Additional third-party costs may be applied by the Player's credit card company and/or the card associations and as such are beyond the Company's control. Please note that you may be charged an additional fee of between 0.01 and $1 per transaction by the credit card processing banks.

The last issue regarding the opening of a prepaid card without your consent is not at all how it has been described by cheetahwind, however I would prefer to explain this via PM directly with cheetahwind or via a PAB to clarify the situation.

Kind Regards

Ms Sloto

 

[cheetahwind]

OK I now have all the facts and there are 4 issues here that need to be addressed.

Let me first take the fraud which took place on your prepaid cards, I looked into this issue quite a while back after you first reported it to us and my investigations could not find any evidence that your data was compromised with us. I have not had any other case of this nature brought to my attention and it seems strange that the 2nd prepaid card you purchased was also fraudulently used. There are many ways fraudsters obtain information and you need to rule out any personal security breach based on how and where you obtain the prepaid cards. When looking at fraud we consider the type of fraudster in this case the person using your cards are spending low amounts and other than ebookers at sites frequented by teenagers.

Ok, yet I'm the only one who lives in my household, I don't have any kids, nor a wife. So the fact on having a teenage who would be using my card would unlikely. Also the new card came directly from the card issuer, I'm pretty sure from a highly secure credit / debit card making facility. So it's not like its been sitting on a shelf for the last few months waiting for me to come and get it. Plus this card has never been presented to anyone else but you guys. It's never left my wallet, never been shown to a cashier, the money loads are done directly with a pin code from there web site. So therefore unless if the prepaid card issuer, which is a very well respected issuer in the US. Has had some kind of data breach twice, I'm highly doubting on it's on the card issuer side to boot.
So once again the blame on all goes back to your processor, but oh wait a minute heaven forbid our processor actually might have been hacked or had that data compromised. This was the same response I got back on my first investigation and the same response that I got now. We won't take responsibility for our processor and we don't care.
I will REPEAT, this card has only been used at Slotocash, so why would we even think that I could have given that card number to someone else.

Regarding the duplicate charges, this sometimes happens but not all the time due to communication errors between processor and casino cashier.d I understand it is very frustrating for our members, but in all cases amounts are refunded or fall off the card based on the type of error which occurred. WE DO NOT take funds from our members cards without authorization.

Yet this has been going on for months with Amex, you guys have even acknowledged it was a problem presented by many members. It's not just a communication error, it's your processor not using the same authorization code that was given to them. Amex has even described there forcing transactions thru, not doing them properly. Yet again were refusing to fix this issue. Were just going to wash out hands of it. As long as transactions are coming thru, we don't care.

Then we have the cc fee issue which is something we cannot avoid and have the following statement on our website: Additional third-party costs may be applied by the Player's credit card company and/or the card associations and as such are beyond the Company's control. Please note that you may be charged an additional fee of between 0.01 and $1 per transaction by the credit card processing banks.

This was never about the foreign transaction fee, I don't get why you guys keep bringing this up. This was about your processors purposely overcharging for transactions, including the last few. It's apparent your focusing on the wrong thing

The last issue regarding the opening of a prepaid card without your consent is not at all how it has been described by cheetahwind, however I would prefer to explain this via PM directly with cheetahwind or via a PAB to clarify the situation.

So your still telling me even though it's your processor your refuse to take responsibility that in the same transaction. That your processor took it upon themselves to open prepaid mastercards for everyone who you do business with. They should have told you this, they should have even allowed us an opt out button.

Kind Regards

Ms Sloto

Based on the above response, I'm glad I'm washing my hands of Slotocash. This is why I refuse to play with them from this day forward. I would PAB, but as you can see above, the answer is full circle. We won't do any investigating and we don't care. Same generic responses and were pinning all the blame on you atmosphere. Screw that.

 

[Sloto]

cheetahwind, you told me the first card had been used elsewhere during our communication. Please send me details of how you obtained both cards are they from the same provider? Do you sign up online or call them directly, is it a virtual card or physical posted to your address?

In relation to your other posts, with all due respect you are only privy to certain information and its easy to make assumptions, but I can assure you we do care about finding a resolution to your situation.

All the best

Ms Sloto

 

[dcpam39]

The last issue regarding the opening of a prepaid card without your consent is not at all how it has been described by cheetahwind, however I would prefer to explain this via PM directly with cheetahwind or via a PAB to clarify the situation.

So your still telling me even though it's your processor your refuse to take responsibility that in the same transaction. That your processor took it upon themselves to open prepaid mastercards for everyone who you do business with. They should have told you this, they should have even allowed us an opt out button.

Thanks for this response -cheetahwind. I somehow missed your earlier comments regarding this particular issue--I received an email asking me to activate "my" prepaid master card account at a company I have never heard of---I ignored the email. It is very disturbing to find out that sloto's proccessor initiated this account opening without my knowledge or consent.
The explanation of how this occurred should be explained by sloto to the group at large, as it was not an isolated incident.

You have successfully created your xxxx Card Services account.

ACTIVATING YOUR ACCOUNT

Before you can add funds to your xxxx Card Services account you need to activate it. This is to ensure that we can help you if necessary.

To activate your account, please type or paste the Activation Code shown below into your browser where indicated. .......

 

[bigjohn]

cheetahwind, you told me the first card had been used elsewhere during our communication. Please send me details of how you obtained both cards are they from the same provider? Do you sign up online or call them directly, is it a virtual card or physical posted to your address?

In relation to your other posts, with all due respect you are only privy to certain information and its easy to make assumptions, but I can assure you we do care about finding a resolution to your situation.

All the best

Ms Sloto

I have been in the customer service business for 30 years and one of the things I have learned is that what the customer perceives to be happening is at least, if not more, important than what is actually happening. In other words, it does not matter how hard you are working behind the scenes if the customer does not see a positive result.

You may well have lost Cheetahwind but the issue with card accounts being set up for customers without their approval or knowledge appears to be happening to more than one player and indicates some sort of data breach that must be plugged.

The issue with AMEX double charging (even though it gets refunded) and the problems it causes for the players suggests to me that perhaps it should not be offered as a deposit option or there should at least be a warning that double charging happens frequently so players can be prepared for it instead of being caught off guard by it.

And to Cheetahwind, there is no reason you should patronize an establishment that you feel is not being responsive to issues you raise. Find a place to play that makes you happy, as a paying customer you deserve that.

 

[jelsmith]

I used my AMEX on Monday again...after a dupe charge fell off....low and behold Tuesday morning....I got a another "card overdrawn email" this is not just sometimes it's EVERY SINGLE TIME. It's not only aggravating but like mention previously it makes me look bad like I overdraw and I don't. This needs to stop. I'm not going to play there anymore until it's fixed.

 

[all4greed]

I used my AMEX on Monday again...after a dupe charge fell off....low and behold Tuesday morning....I got a another "card overdrawn email" this is not just sometimes it's EVERY SINGLE TIME. It's not only aggravating but like mention previously it makes me look bad like I overdraw and I don't. This needs to stop. I'm not going to play there anymore until it's fixed.

Are you talking about the BlueBird card? I've had duplicate charges from deposits at Liberty Slots that go away after 7 or so days. It's very annoying and I don't understand why it happens (apparently customer service doesn't understand either).

 

[jelsmith]

Yes. Its the processor not using the same code.....as I understand....laziness perhaps.

 

[Nifty29]

I have been in the customer service business for 30 years and one of the things I have learned is that what the customer perceives to be happening is at least, if not more, important than what is actually happening. In other words, it does not matter how hard you are working behind the scenes if the customer does not see a positive result.

You may well have lost Cheetahwind but the issue with card accounts being set up for customers without their approval or knowledge appears to be happening to more than one player and indicates some sort of data breach that must be plugged.

The issue with AMEX double charging (even though it gets refunded) and the problems it causes for the players suggests to me that perhaps it should not be offered as a deposit option or there should at least be a warning that double charging happens frequently so players can be prepared for it instead of being caught off guard by it.

And to Cheetahwind, there is no reason you should patronize an establishment that you feel is not being responsive to issues you raise. Find a place to play that makes you happy, as a paying customer you deserve that.

Fair comments.

On the prepaid card subject......the seriousness of one being setup without notice depends (IMO) on the "how" rather than the "why".

If the card was setup with their name etc on it, then I agree it's unacceptable to do so without prior consent. However, all the prepaid cards I've seen just have numbers I.e. no name. If it's just a case of a nameless card being generated that is not personalized, then I actually don't see what all the fuss is about. After all, it's just like a friend giving you a prepaid card because they don't need it any more, or getting a reloadable one as a promotion with a purchase etc.....if you don't want it, don't activate it.....simple.

The details of the actual card setup, for me, would be the difference between this being a legitimate complaint and just an addendum to a seperate complaint intended to paint the operator in a certain way as to embellish said complaint.

Perhaps ms sloto could explain the process?

 

[bigjohn]

Fair comments.

On the prepaid card subject......the seriousness of one being setup without notice depends (IMO) on the "how" rather than the "why".

If the card was setup with their name etc on it, then I agree it's unacceptable to do so without prior consent. However, all the prepaid cards I've seen just have numbers I.e. no name. If it's just a case of a nameless card being generated that is not personalized, then I actually don't see what all the fuss is about. After all, it's just like a friend giving you a prepaid card because they don't need it any more, or getting a reloadable one as a promotion with a purchase etc.....if you don't want it, don't activate it.....simple.

The details of the actual card setup, for me, would be the difference between this being a legitimate complaint and just an addendum to a seperate complaint intended to paint the operator in a certain way as to embellish said complaint.

Perhaps ms sloto could explain the process?

Agreed.

I still think it's important to show the customers that their concerns are being attended to.

For me, I probably would have just cut it in half and tossed it in the trash but if it is causing concern with a customer you gotta give them more than, "Nope, wasn't us. Thank you. Next." I'm not saying that's how it went but obviously, in this case, the customer was not satisfied with the response from CS.

I have customers that take what I say as gospel and I have others that I have to walk through everything step by step but, generally, we try to keep them all as customers.

While I am certain Slotocash cares about keeping their customers satisfied some do require more work than others. Maybe they could have asked for a scan of the documentation that came with the card to try to determine where it came from if just as a gesture of concern.

There has been so much in the news about identity theft and data breaches that people are a little jittery right now.

 

[kavaman]

About the prepaid card issue. I understand that that you use antivirus and malwarebytes, which makes your computer somewhat more protected, but its still not 100% sure that it couldn't be your computer thats compromised cheetah. But on the other hand it also could be sloto:s processor thats compromised or something inbetween. There seem to be so much crime happening on the internet these days that everything is possible.

Then onto the duplicate charges issue. I think its reasonable to say that this issue should be fixed since they double dip on the card on every single transaction. It would be much more serious if the double charges went trough and were not sent back to the card, but even at its current state its somewhat serious or atleast bothersome towards the customers. Also hurts the casino if customer would like to deposit more money to the casino but cant because he is maxed out because of the double dip.

The virtual card thing is pretty outrageous i think. I would be really angry if processor just decides to open me a virtual card if i havent requested one.

 

[cheetahwind]

Howdy, sorry for the delay in any comments, I just got done with my work week. (50 hours in 4 days makes for not much internet time)
Anywho, regarding the prepaid card. It is exactly as said, it's a virtual prepard card, yes it has all of my details on it. From DOB, Street Address, and even telephone number. So the idea that my details weren't shared was a crock. Apparently enough was shared to have them open a virtual account. Was it a physical card? No, but it was the fact it had all of my details linked to it was what got me more upset.
Then to boot, they charged me an additional $2 to get the card. Which wasn't something that should have happened. As stated there should have been an opt out button available.
Anywho, it's apparent Sloto wants to talk by phone, which has been a suggestion from day 1. Yet no one wanted to chat by phone until now. It was apparent there was a major lack of understanding coming from there end. So we shall see what happens during this phone call.
As of right now I'll stop boiling the pot for a bit until we at least chat. Varying on where that phone call goes will depend on how much more or little ranting I do.

 

[rena35]

I hope it all works out for you but if i am not happy with what the deal is i would not play there.

 

[cheetahwind]

No matter what the answer is, whether it's something positive or not. I don't plan on playing at Slotocash again. My mind has been made up about that. Between the 3 issues explained in this thread, and this being a continuous issue. It's just not fun playing there anymore. My main reason why I played is I loved the bonus structure, with second chances continually being factored in. Yet I just can't do the hoops anymore.
Today is the day Sloto is suppose to call. I'm not going to lie, varying on what's all discussed, I probably won't discuss all of the details we talk about. Yet hopefully we can both shed some light on all 3 issues without going into details on personal details.

 

[cheetahwind]

Well the time frame for the phone call has come and passed. I know the rep has been active this morning on the forum too. So I don't know what to take of this. Long story short I got stood up and I guess that gives me the right to continue to press for answers in public, since apparently a phone call wasn't possible?

 

[cheetahwind]

So the phone call was finally received, anywho. At this point, all I'm going to say is things have been explained. If she wants to say anything she is more than welcome to. Otherwise all of my questions have been satisfied. Good luck to them in the future.

 

[nisosbar]

This goes beyond a mere customer service issue, there is a security issue, and crime is being committed. You are exposing every new card you get, and sure enough, the minute you use it, it gets misused. Something, somewhere, has been hacked. You feel it can't be your computer because you have scanned it and found nothing (but did you check for rootkits?).

For your own safety, ditch this casino now. The problem is that having these kinds of issues gets the banks digging deeper, and this is where they might find something strange is going on. Firstly, the card repeatedly going overdrawn will make them assess you as a high risk, because as far as they know, you are not using the card according to it's terms. If they see it's all "double dipping", they will investigate the processor, because a legitimate processor should be working to the proper standards, not repeatedly cocking things up.

This has been going on long enough for many players and many cards that the banks must be pretty stupid if they haven't yet figured out that serial "double dipping" is a sure sign of an offshore online gambling processor using miscoding to disguise transactions. Maybe they HAVE figured it out, there seems to be many seizures going on that don't hit the headlines, so the banks must be homing in on specific patterns. It is therefore rather careless for casinos and their processors to produce unique patterns that do not really occur in other types of transaction.

Sorry for bumping an old thread, but this - 2024 - is EXACTLY what has happened to me recently - TWICE.

The first time it happened, I simply reported the card stolen and got a replacement. But now it's happened AGAIN, with the new card, used only ONCE.

I have contacted the casino (won't name it yet, as I may have to PAB) - first to simply close my account, but they persuaded me instead that with a little work on my part (unpaid, of course, grrr...), they will rectify everything. Including reimbursing me for bounced check fees, of which there will be at least one, maybe more. I am VERY angry about this, because this casino is one of the most reliable, trusted ones which is USA OK.

 

[nisosbar]

This resolved itself, somehow, thankfully. I may move strictly to crypto now, since there is too much risk in traditional means of funding.