Slotocash Processing and of the such

[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.