Spin Palace Payment Issue

[gcrown]

Thanks managra! That is the right way get docs done and out of the way, if they want your money they will apporve the docs asap then there is no issue down the road when the big wothdrawal is wanted. I also was an all slots vip for about a year and just left to spin palace, all slots after a year started harrasing me on docs and was holding fairly small withdrawals in 1,000.00 range until i agreed to sign a piece of paper that guarantees I will never try to reverse any credit card deposits that were paid to them 4 months proir. I made 3 small 100.00 deposits on a credit card that were totally paid 4 months prior but they felt it right, to have me give up all rights and sign a paper that states i did charge those cards and authorize the charges, they held my withdrawals as ransom until I agreed. And yes I no longer play there. Good luck to you!

 

[Pinababy69]

I made 3 small 100.00 deposits on a credit card that were totally paid 4 months prior but they felt it right, to have me give up all rights and sign a paper that states i did charge those cards and authorize the charges, they held my withdrawals as ransom until I agreed.

Hi gcrown, if you're talking about a Purchase Agreement, again that is standard practice for credit card deposits. I have to sign one anytime I cashout from anywhere, if I have credit card purchases that haven't been previously signed for. It's a pain in the ass, but that's just the way it is.

 

[managra]

I just called the casino and they acknowledged receipt of the fourth ID doc submission and verbally approved them. Will wait for an email confirmation anyway. Out of curiosity, i asked why the attachment of the previous 3 emails had never been received. They told me that the previous email addresses did not allow attachments to avoid viruses and spam. Okay, i accept that.

What i don't accept is that CS at many casinos only seem to have the knowledge representing a short checklist of simple questions/answers . Apparently, knowing the correct email address for attachments isn't one of them. Another problem is that real issues don't get elevated timely to a superior who is in possession of a bigger checklist. The result is frustrated players who feel screwed by the casino (particularly when waiting a long time for a big withdrawal) and then decide never to play there again.

Am a bit concerned about your comment about All Slots. It's my favorite casino thus far and never had problems with withdrawals. I don't quite understand their deal with your credit card (since you are in the US, wasn't that a prepaid card anyway?).

Edit: i am a slow typist and Pinababy pretty much answered this question in the meantime.

 

[Pinababy69]

Am a bit concerned about your comment about All Slots.

I agree Managra, All Slots is a top notch outfit, as is the whole Jackpot Factory group. I wanted to make sure people understand that a Purchase Agreement is standard, and nothing out of the ordinary..or unique to Jackpot Factory.

 

[gcrown]

Well I just got some money I have no clue as the palace group makes no sense to me but they just gave me 300.00 of 6100.00. i guess this is going to be 300.00 a day payout for the next two weeks lol!

 

[Pinababy69]

What were the increments of your deposits gcrown? If you made some $300 deposits, some of it may come back that way...but it won't be over two weeks.

Anyway, go and play the new games and try and relieve some of that frustration you've been feeling. I am sure this will be sorted tomorrow, and you will have the remainder of your money. Hope I don't have to eat those words!!

 

[gcrown]

No your totally right I give up, i had 100.00 deposits x3 spanning a week so they must just be crediting that back or something. Now lets not go there on the new games LOL!

 

[Let_It_Ride]

Well I just got some money I have no clue as the palace group makes no sense to me but they just gave me 300.00 of 6100.00. i guess this is going to be 300.00 a day payout for the next two weeks lol!

but surely you must know how much you requested in 1 withdrawl or more. From what I can remember you can check this from your account and it will show as 'work in progress' or 'processed'.

It will be good to hear from Spin Palace on this hopefully tomorrow cause I can't help thinking there's more to this then we've seen in the posts.

Don't get me wrong I'm no fan of Spin Palace and stopped playin there months ago but I can't believe that they are this bad.

 

[Pinababy69]

but surely you must know how much you requested in 1 withdrawl or more.

That doesn't really matter Let It Ride...alot of casinos (Micros anyway) will credit back amounts that you have deposited. So for instance, you could have two $1500 cashouts being processed. You have deposited 3 X $100...they will credit you the $300, then send you the remaining $1200, and the remaining $1500. Or in some cases, I have had two cashouts lumped together, and in that instance you would receive the remaining $2700 all at once.

And I don't think there's any more going on here than poor CS, no delegation of authority while a manager is absent and a definite lack of communication. Gcrown originally deposted via ECheque, and was told that he would have to wait eight days for the ECheque to clear. That is standard practice, as no casino is going to pay winnings on a deposit that hasn't been verified. The major problems arose with the "ID fiasco." Again, this is infuriating..but not that out of the ordinary, although this case was extreme. I have had casinos pull that with me, saying they haven't received my documentation although in some cases I have had two emails confirming receipt and legibility. I don't know if it's a game the casinos play...or if they are really that inept and disorganized that they just "lose' documents.

I still think this will be resolved in full tomorrow. We'll see.

 

[gcrown]

Yes pin is right on echeck but that was on 1 4500.00 withdrawal and that echeck cleared 2 days agoon their system and still have not been paid, they are also holding 2 fully funded withdrawals paid by neteller also for 1,000.00 and 600.00 that they have not released either because of the id crap, but that echeck was a small 100.00 and it gave them the right to not pay 4500.00 for 8 business days though but spin palace has passed that time and is clearly doing some stalling for last day or so. the 2 netellers should have been paid at least 4 days ago and the echeck should have been paid yesterday or today by thier own policies. this is clearly just a casino that is not cooperating properly and taking their time at my expense, not a casino that I think will refuse to pay. This is them just treating their customers like dirt. thanks !

 

[vinylweatherman]

eCogra tightening of rules

I am pretty sure all this has something to do with eCogra tightening the rules. I had been playing at Spin Palace for over a year and recently a withdrawal got "stuck" in the system. It turned out that they wanted some more documentation and an up to date purchase agreement form signed. I was told that this was to comply with eCogra regulations and they had no option to "let me off" just as I was a customer for over a year. My gripe was that CS didn't actually tell me they were waiting for documents (it was not a problem to send them, as I am so used to such requests I have a set on hand) - I was supposed to guess this!!!!
After verification, my withdrawals were processed as normal. Their cycle seems to credit to Neteller in the mornings of each weekday, no payments are processed at weekends.

While many say that All Slots are top notch, they are the worst group for persistent screw-ups and broken promises as far as I am concerned. I had an earlier thread detailing over 9 months worth of continual problems, and worse still, I found them to be addressed with all the urgency of next year's Christmas shopping! One withdrawal took 12 days to get paid after the first "technical failure", others have taken around a week. In the end it turned out to be continual incompetence at Inexia, their processor, rather than the casino. The Casino CS seem to have absolutely NO "clout" with Inexia, and Inexia can ignore "urgency" if they so wish and deal with problems "in the fullness of time".
Their latest breach was this morning, following a dozen promises that this "will not happen again". I have been waiting 8 hours for a reply containing the results of the "immediate investigation", which was during normal office hours, not out of hours.

I am seeing all the "good" casino going "bad" of late (yes, even Roxy Palace!), and am wondering what they think they are playing at!!! - Surely they must realise that the US senators do not need any MORE help to convince them to ban Online casinos?

 

[gcrown]

Someone needs to step up and open a third party site for id verification that ecogra and casinos agree to use, The money that the casino saves on overhead for the man hours they use to accomplish this process can be paid over to the third party. Less Headache for the casino better service for the players! and less customers leaving casinos due to the horrible process that is getting to be normal. this equals more money for the casino in the long run, this is a no brainer, also the casinos should diclose upfront exactly what is needed and when before the player is wanting a bunch of money on withdrawals, all casinos should set a dollar limit. Anyone who cashes out for over 100.00 or whatever the amount might be needs to provide docs no matter what and this should be disclosed upfront when making first deposit. Give this info to the players upfront and there will be no more issues and headaches, right now it seems any casino will pick anytime to pull a documentation on you and its always when larger amounts are involved?? HMMM! Stop the games and make players comfortable to play on your site, to me every casino is just yelling ecogra anytime there is a customer service problem or anything that treats you bad its all cause of ecogra. The casinos are picking a certain time to pull a doc request at their own timing and convenience sometimes years after a player has withdrew 200 times!!! This seems like discrimination based upon timing of players current withdrawal staus, no of these casinos started messing with me till I was on their money or close to getting my money back or some big win that they want to delay! Be Fair , Accurate and Consistent for All Players Upfront, that should not be to hard to accomplish. thanks for everyones great input! Later

 

[managra]

Anyway, there should be a standardized, easier approach to ID documentation submission, ideally a "once and for all certification" at some centralized location. Given the proposed legislation in the US, it is likely that casino requirements will become more stringent with more requests for ID documentation.

I am responding to gcrown's last post. I think the ideal Centralized Collection Point for ID documentation would be the Netellers, Firepays and the like. They could issue a certification after getting ID doc from an account holder (i.e. a bit more extensive screening than the one that takes place when opening an account). As a player, i would be willing to pay say $10 a year for this annual certification for which i would have to send current ID documents once a year. This should guarantee me, however, not ever having to send docs to any casino or pokerroom and this issue not being a reason for delaying payments. Such a service would indeed be worth $10 a year to me. It also lessens the risk of ID theft because you really don't know where and how those ID doc that you sent to myriad casinos are being stored. Then when making a deposit via Neteller, it should automatically show as a deposit made by an ID-Certified player.

The casino should be willing to pay something as well to the Certifier (Neteller, Firepay et al) because:
- They will have assurances by a third party, equipped for this task, that ID-certified players are indeed who they say they are and are of legal age to gamble.
-It will reduce the workload of their CS
- It will greatly improve customer (i.e. player) satisfaction and trust in the casino.

This could be a win/win situation for all parties involved and a nice new business segment for the Netellers (except for those casinos who use the ID doc tactic for cash flow troubles).

 

[gcrown]

That would work managra , a site like neteller can also offer it for no charge, due to increased usage of their transactions once everyone finds out its the easiest way to id through casinos, more accounts would be established and whatever site gets the best program running would be more likely to monopolize on the casino transactions, But I would have no problem paying a small fee to have that service provided either.

 

[gcrown]

Darran a rep from Palace Group has sent PM to me today to state he is on top of the situation and everything should clear up. Thanks for the replies Darran

 

[gcrown]

Spin Palace is clearly a joke the rep just informed me that they are sending all my funds via ach electronic bank transfer which will take 3-5 more business days. heres the breakdown, 2 withdrawals 1000.00 and 600.00 were fully funded by neteller cash deposits and had nothing to do with an echeck those withdrawals are 2 days past due already at least , and have not been paid and they are stating those are going ach also instead of my neteller, My clear preferred payment method for withdrawals had always been neteller with spin palace. other casinos do the same they with me they refund original amount of echeck via wire eft transfer and the remaining amount goes to my preffered payment method which is neteller this always was done that way with me at all slots. the spin palace phone support said withdrawals go to whatever 90 percent of your deposits come thru which is neteller which makes it the preffered payment method, also I have been asking them for 2 weeks where my withdrawals would be funded and they never once would give me a straight answer on where this proves why. I have requested from the beginning that the remaining funds would be paid to neteller just so they would not try this. PM messages to darran today I clearly asked when and where the withdrawals would go with no repsonse to those questions on his answer, the second attempt darran told me he overlooked those questions sorry, this when he just told me all the money was going ach, and they new I did not want to hear that. Now i called spin palace the rep informed me he would try to cancel the eft ach transfer and would know later today if it was cancelled and that I would be paid through neteller tommorow all funds he also had no proof or reference numbers that i could get to show they have a current ach eft withdrawal pending to my account. which means to me that it has not been started, how can you send a 6000.00 withdawal ach in the computer and have no transaction number as a reference? Total Delay Tactics!!!! Wheres management? Step up and put the money in the neteller overide the other mistakes and make it right and stop delaying the 2 week problem, just like I stated in earlier threads I knew spin palace would try to send check or ach eft to make me wait longer. spin palace I just sent another withdraw for 495.88 funded thru neteller and to be paid by neteller make sure it happens please, you lost alot of action from me as i want nothing to do with supporting people who mess around with thier customers. Get this paid and over with and clearly I should not have to wait another 5 business days for pay off. WOW

 

[Pinababy69]

I'm so unhappy with this gcrown. And I feel horrible for you. I don't think I'll be playing at Spin Palace anymore.

 

[Simmo!]

I have moved and renamed this post to the appropriate forum as it has focused in on one specific casino issue

 

[gcrown]

hi- sorry you had to move the thread! I honestly wanted this to be more ideas of new ways to make id verfication a better way and I think there is some great ideas that should be considered or used. Unfortunatley the problem has been extended due to the choice of the people that operate spin palace. By no means am I wanting or telling people to not play at this casino, But I do want everyone to see what can happen when you have a problem getting money, and how its dealt with by the casino and I think this thread proves that all the way. Play wher you win the most, and if customer service is what you want when they take your money, then look for threads like this to help you make more educated choices on where to play! I myself want to play and be paid when i should and most likely lose and support the casino that takes care of me at the same time! I want nothing more then to end this thread, and I have told the same to spin palace, all that it took was pay me the money! That was the biggest win I have had in a long time and it was all ruined due to the frustration of trying to get paid! Now thats bad for business! on another note all slots which i left about 2 weeks ago after a year of playing has been sending 300.00 comps to my account no strings attached now thats pretty classy and tempting to go back! thanks all slots!
that company jackpot factory has also sent birthday cakes, pocket watches, and bathrobe bathroom kits to me as comps I must say I miss the good comps!

 

[Mousey]

gcrown, I hope you get your money very soon!

After reading through this thread, the news that Spin Palace group is taking over the Piggs casinos, where I play and deposit the most, is extremely troubling.

 

[gcrown]

I put in a request to cancel ach deposit on the phone this am and they had no problem telling me they could cancel it and pay by neteller friday am, 4hours later i get an email from spin palace from casino manager stating you have been paid by ach and it will take 3-5 days to receive your funds. So i am assuming they did not cancel my payment like i was told and they are going to push this another 3-5 business days which means another week of delays. Just another cut and paste email from casino manager, why doesnt she step up and try to help and pay the funds via neteller like i was told this am. I was told I would be contacted for sure today when the payment was cancelled. yeah right! or hey casino manager why dont you admit you guys have been running me around delaying my payout make an apology as the casino manager and pay my money immediately!

 

[Pinababy69]

I put in a request to cancel ach deposit on the phone this am and they had no problem telling me they could cancel it and pay by neteller friday am, 4hours later i get an email from spin palace from casino manager stating you have been paid by ach and it will take 3-5 days to receive your funds.

I'm not even sure what to say anymore....at a loss.

 

[gcrown]

yes pina wheres that bend over backwards service that the rep has posted in this or the other thread. He stated we at spin palace bend over backwards to help our customers, give me a break he also was infromed about my cancel request and said he would be following it closely. I would think that at this point someone can bend over backwards and make it right. casinos at their choice can make instant pay deposits to an account within seconds but noone there can authorize a payment to neteller in the last 3 days?? Clearly they dont want to pay or accomodate their players. As to debby the casino manager she has not contacted personally without a cut or paste 1 time in 2 weeks to help me out. Bend over backwards to make this as hard as possible i think is what they were trying to say.

 

[sdaddy]

You'd think that Spin Palace would be particularly sensitive to its image now that it has just acquired the Money Mechanic group. Judging from its handling of this public dispute, apparently not.

 

[Palace Group]

Hi all,

I have been reading this entire post and some of the replies and it is concerning.
The original issue was about ID documents which are a necessary for online casino's. I understand that a process might not be perfect and there may be a delay in certain cases however that in no way means our group of casino's will not pay someone.
GCrown is a player I am currently dealing with. We have had numerous messages back and forth to try and resolve this issue as quickly as possible. The matter of receiving a confirmation email on the ACH is an automated one whioch comes from our e-cash merchant once processing had been completed. As discussed with GCrown we are still trying to cancel his ACH and have it paid via Neteller.

The way funds are paid back to players is available on the banking section of our site. Please be sure to have a look at this before withdrawing to ensure there are no complications.

The Palace Group has been around for a long time and we are definately an above board group of casino's. In this business there will be errors which creep in and players which are affected. We do try our best to make sure all of our players are looked after and issues like these get resolved.

As always, I am open to questions and comments and will reply to any PM's sent through to me.

Kind regards,

The Palace Group