Spin Palace Payment Issue

[Palace Group]

Hi,

Just a small addition in response to GCrowns last few posts.

I am posting and replying on behalf of the casino manager.
We did say an email would be sent once conformation of the ACH being cancelled has been received. It was explained that it could take 24 hours and we would confirm today.

I assure you once we have confirmation, notification will be said.

The notification emails are automated which comes from the system which through payments are made. Should manual changes be made to the payment the email may still go out but our communication with players will override the email.

There is also no reason we would deliberately delay a players payment. As can be seen all this achieves is a bad image for us. I have posted previously that unfortunately delays do occur and we will sort them out should they arise.

Kind regards,

The Palace Group

 

[Let_It_Ride]

Hi,

Just a small addition in response to GCrowns last few posts.

I am posting and replying on behalf of the casino manager.....

The Palace Group

What a disappointing reply from spin palace, I thought they would at least try and explain what went wrong and offer an apology to Gcrown.

Also you would have thought casino manager would step up and take care of the problem personally, I always think a company is only as good as it's mangement.

Here's hoping gcrown has good news b4 the weekend and gcrown will you be closing your account with spin palace?

Let It Ride....

 

[Palace Group]

Hi,

I have dealt directly with GCrown regarding his case and given him all the information.
With reagrds to the casino manager, I am acting on her behalf and assure you she is aware of exactly what is happening. Her descisions and actions are taking place and I am the one posting on behalf of her and our entire group.
I have apologized to GCrown and also comped him for the troubles.

Let It Ride: As always I will do my best to clear up issues and interact with people on the open forum however sometimes things cannot be publicly posted when they pertain to a player directly.

Kind regards,

The Palace Group

 

[Pinababy69]

I have dealt directly with GCrown regarding his case and given him all the information.
With reagrds to the casino manager, I am acting on her behalf and assure you she is aware of exactly what is happening. Her descisions and actions are taking place and I am the one posting on behalf of her and our entire group.
I have apologized to GCrown and also comped him for the troubles.

I think that this is something that maybe we all (me the guiltiest) forget. The casino is bound by confidentiality agreements, etc. and as such is very limited in what they can tell US. But (I'm guessing)....I'm sure that Gcrown has received a more in-depth reply from the rep on this board, with a more detailed explanation. It's really easy to get carried away on a public forum, as we usually only hear the side of the very frustrated complainant. Not to say in this case that gcrown wasn't justified in being frustrated, this documents thing would have driven me to drink. But just something to keep in mind when reading complaints, we may not always be hearing the "entire" story.

That being said, I hope that the Palace Group gets those lines of communication working better before taking on all the new casinos. And maybe gets some more properly trained staff and management to deal with issues such as these.

 

[Pinababy69]

The Palace Group has been around for a long time and we are definately an above board group of casino's.

I meant to mention before that this is the exact reason WHY this whole situation upset me so much. Had it been a disreputable group of casinos, I would have said "oh well, same old shit." But it being Spin Palace....I have always trusted them..both as a player and as an affiliate.

I hope that gcrown provides us with an update and a final resolution.

And Palace Group, thanks for posting and stepping into the "lion's den."

 

[gcrown]

Hi Pin I have not been provided any info whatsoever from spin palace except were working on it, they did flop me a 50.00 comp which means nothing at this point to me. keep in mind they never told me once why I had to keep sending my ids 6 times, there has been no customer service to resolve this problem whatsoever behind the scenes. UPDATE: Darran as acting manager you should have paid this at least two days ago period!!! why not? I recieved a pm from darran today that they are still waiting for my cancellation, darran was there when i called them yesterday and the gentleman on the phone said it will be cancelled yesterday and email sent and funds would be in my neteller today!! This is another broken promise as you can see on my posts yesterday 4 hours after I called i got a ach email. I asked on the phone three times will my funds be in neteller on friday thaey stated when the transaction gets cancelled on thursday yes funds in friday clearly stated. today is friday no pay no information! I totally consider this a NO PAY from spin palace the date of withdrawals are 2/20/ and like 2/23 and 2/24 and what is todays date the 3rd great payout times and clearly should be called a NO PAY at this point and like I told spin palace the worst thing they can do is make me wait another 5 business days! There has been no customer service or explanations or help except from darran which darran only put a comp in and said he would be making sure this was taking care of and paid but he has told me that for the last three days! Thats why this thread had started spin palace has never gave me any info whatsoever to help this get paid and i have also made a minimum of 6 phone calls in 2 weeks and still not resollved. Darran you had authority to give a free 50.00 dollars away and you have no authority two fund my account with neteller with my money owed to me in the last three days? totally unsatisfied and I am most for sure they will not have me paid today either liked they promised after all they have proved in a public forum that they have not made any progress to pay me in a long time. they will make as many reasons as they can to why is still not paid But proof is in the pudding NOT BEEN PAID and they are not denying that right! Also darran i have made maybe a 100 total deposits over the years with all deposited thru neteller except 1 little 100.00 echeck. So why are my extra pay off funds not paid in my neteller account. That has all clearly been my prefered method. 100.00 for sure you guys can send back via ach the original amount, but the rest like your phone reps told me goes to my prefered payment method, So why Are we in this problem right now darran? Also darran you stated that you have provided me all the information i need i was told casino manafer out of town and darran stated he will take care of and i have been told is the manager is out of town who cares, pay me my money please! I am more then happy to post those replies darran that have no info whatsoever on anything, should i really post the pms that clearly have me asking specific questions and you dodging and not answering 1 of them until i confront you on it and you said sorry I overlooked your questions tome as a response. Please make it right! Now this is funny, I just sent the exact same two id files to 32 red for pre approval of security check yesterday it has been barely 24 hours and 32 red fully approved the first time with the exact same scans in less than a day. Thanks 32 red for sure you have my business thats support, Spin palace 6 attempts same exact scan and almost 2 weeks of trouble to get approved any response?

Thank you very much for sending your documentation to complete our verification process, I can confirm that we have concluded our security checks and your casino account is now active for play.



If I can be of any further assistance, please do not hesitate in contacting me.

Kind regards

Keryn Hughes

Security & Fraud Operative
32Red Casino | 32Red Poker
Casinomeister Best Casino 2003 & 2004 & 2005

 

[Pinababy69]

I am more then happy to post those replies darran that have no info whatsoever on anything, should i really post the pms that clearly have me asking specific questions and you dodging and not answering

Gcrown, please don't do that. This is getting ugly enough. Communications between you and the casino should remain private (JMO). We hold them to a standard..and I sort of think that we should try and be respectful in that regard as well.

I feel your frustration and your anger. Regarding the ACH email..correct me if I'm wrong someone, but I believe these are automated? Which is why you received the ACH notification even after speaking to the casino. Maybe something the casino could look at...having actual people look after stuff like this rather than relying on an automated system.

As to the casino not being able to transfer the funds to Neteller until receiving confirmation that the ACH has indeed been cancelled...I think you're going to have to bite the bullet on this one. Not what you want to hear I know. But I had something similar happen to me awhile back. I had requested a payout to my Payspark account, and for some unknown reason the processor sent a cheque instead...and not even via FedEx, but by regular mail. I was livid!! And this was after I had been waiting about five days to even find out the status of my cashout. Well...of course I wanted the cheque cancelled ASAP and my funds transferred as originally requested. Long story short, I finally got my money after about a 6 or 7 day wait. The processor would not release the funds to me until they had received WRITTEN confirmation that the cheque had indeed been cancelled. I know this doesn't make you feel any better gcrown...but just trying to let you know that stuff like this does happen, and sometimes there just isn't a damn thing you can do about it. And the payment processors (eg. Pro-Cyber) are really the ones who control the money and decide when and where it gets transferred, once the transaction has been sent to them.

So for now Gcrown, I don't know what to tell you. I feel very bad for you, and am keeping my fingers crossed that this gets resolved today.

 

[gcrown]

When casinos come on here and say they are behind the scenes talking to me and giving me all the info I need and that is not the truth to the people on the board, why would i keep that private thats what the casino wants they want none of you to find out that this will happen to you also and even via a public forum they wont timely handle the situation. I feel I have been as tactful as possible considering the situation right now, and also feel that everyone on this board ha the right to this and thats why this forum of complaints is here. I have not and will never say do not play at a casino and if you look through the post its rather to the contrary. Pin Palace had a chance to solve this a long time ago but are not holding up to their end. Thanks for info Pin also as i would never want to purposely go over the line and post things that should not be posted. And if correspondence from a casino is that I would abide by that. thanks

 

[bb1webs]

absolutely correct about having to wait for the cancellation to go thru.

It is my experience that when dealing with an establishment who has a reputable history and you run into this sort of problem that patience and an understanding attitude will get you a lot further than taking a less congenial path. And I speak from experience so I know what I'm talking about, but I also very much emphasize with the player in this case because I have worn those shoes and have taken both mentioned approaches to solving the problem.

... well I eventually got around to taking both approaches. I always try to be patient and understanding out of the gate. Not until like this player, I too became frustrated: did I lose my usual even temperament (looking up at sky for lightning bolts to come raining down ... ) ...

anyway, long story short on that is I eventually got paid, though I never got any kind of a comp, and the only apology I got was weak if at all because I don't recall it if I did get one. *note this was not Palace group but rather a sportsbook that like this player, ... I had been a loyal patron for years and in my case, I'd cashed out without problem many times previous.

If you're going to play online and you choose any place of reputable manner, you must accept that you are going to have times when the cash flow towards you: is going to be coming in against the current.... so to speak. Meaning much of this is automated even when a human being is overlooking things and they are often bound by a protocol they must observe and due to the fact that there are more than just one check point along the way, the establishment cannot jump from point A to point C even though it seems like they should be able to: because somewhere down the line point B is going to input that it never saw the matter cross its desk, and that causes huge problems for the accounting dept of the establishment.

A very understandable situation if you look at it from a neutral point of view.

This sort of stuff should be explained to players but as I have barely touched on the subject and nearly written a small novel,... you might understand where management may have chosen not to try and address all this,... because at some point it becomes overwhelming just to look at all the text laying out in front of you ...

What separates the good places from the bad, is the ones willing to step in and do their best to speed up the process and to let the player know they are aware of the situation and are doing their best to find a just solution for all involved.

Which in this case I think Palace is doing just that.

While I'm certain it is an unpleasant wait; I think if the player remains congenial at least to the point of acceptable communication; which it seems they have; that they will receive what they are owed as soon as Palace is able to have the respective matter run its course thru the process and past the checkpoints it MUST pass; in order to have this all come to a finish.

Please keep us informed as to the outcome of the matter as I know I am very concerned and I'm sure I'm not the only one.
__________________

 

[Palace Group]

Hi all,

I might not be able to post for a day or two so will give you an update.
I have again been in communication with GCrown regarding this issue.

I actually have to defend our group now as I do feel some of this has gotten out of hand. This experience for Gcrown was obviously not a good one and as soon as the problem was realized we have done our utmost to resolve the issue.
This started with document approval which was resolved and we refunded according to business rules posted on our site which we tried in vain to cancel as the payment had already gone through.

I have given Gcrown my apologies and do not feel there have been empty promises. We have been up front and honest about what we will try and do.

The payment has been made and the player will definately receive their money. I will always be open to feedback and discussions.

Kind regards,

The Palace Group

 

[gcrown]

Thanks for trying darran, Now I am satisfied that I have to wait for my 3 week payouts. Cant wait to put this behind me.

Thank you for trying to resolve.

 

[gcrown]

Tried to pm rep on friday havent heard back yet, I was asking him if a thursday withdrawal that i had from last week for almost 500.00 to clear my account out, would be processed to my neteller on friday or would it be considered a weeken no pay time and funded on monday, never got a reply and as of right now monday in my netller i have not been paid for that either, these are the slowest withdrawals i have evr had with a company, thursday to late monday not reasonable. I wonder if I am into another pay problem with spin palace. still no funds paid totalling 6300.00 as of now 5800.00 from alsmost three weeks.

 

[gcrown]

Darran?????? I though you were going to make sure my last withdrawal was to go smoothly and be paid, but again spin palace is jerking me around for 495.88 this time no response from darran since thursday, i cleared out my account thursday, deposits were made by neteller and withdrawals now are sposed to go to my neteller , I Have in writing that all my withdawals will go to neteller no matter what and it is clearly my preferred method for cash out, after almost 3 weeks of no pay by this casino on 5800.00 that was going to my neteller but apprenently is in a 3-5 day delaying eft deposit, and have not got any money at all yet, the said the fixed that problem and for sure they wont send my withdrawals eft anymore, not true my thursday withdrawal was never paid and apperently is going into a 3-5 business day limbo also, thanks Darran really helped this out you guys are bending over backwards like you stated to make this the worst casino I have ever played ever!! You guys cant get it right! warning to anyone cashing out get ready to deal with nothing but problems clearly spin palace is messed up on at least 10 occasions with me spanning 3 weeks. The worst i have ever delt with. If I had an award it would go your way! so glad not to support that site anymore.!

 

[Pinababy69]

no true my thursday withdrawal was never paid and apperently is going into a 3-5 business day limbo also,

Darran, is this true? And if so, am I the only one here that finds this really disturbing? Come on guys, if what gcrown says is true, this is just not right. Any comments....anyone?

 

[gcrown]

Darran has been in contact today and apologized for the confusion again.
darran aslo provided a generous comp for troubles. thanks

 

[gcrown]

The large payment has been recieved and paid in full. Casino made good on payment just took way to long and too many problems!

 

[Pinababy69]

The large payment has been recieved and paid in full. Casino made good on payment just took way to long and too many problems!

Matt....do you have any idea how happy I am for you? I feel like I just got paid, lol. Now buy yourself something nice with it. Too many delays by far, but am so glad to hear you have it.

 

[vinylweatherman]

I sympathise

I can sympathise with gcrown. I have had similar problems with two other CM accredited casinos which have seemed impossible to resolve. It seems that the service is so "impersonal". There is far too much "cut and paste", and not replying to the actual questions asked, or only addressing the first point and then "getting bored" and leaving the rest of the E-mail unanswered. There are unkept promises, often due to poor internal communications between departments as well as a poor understanding by CS of how the other parts of the operation work.
I find it hard to understand how gcrown was unable to get a personalised escalation of this, and REAL, EFFECTIVE assistance when problems began. After 2 attempts to send documents, there should have been CLEAR GUIDANCE on what exactly was wrong, not just another 3 requests to send them. I'm afraid simply saying "as stated on the website" is a cop out, it can often be wrong, or simply out of date. Many casino websites are wrong and/or out of date, and the function of CS should be to clarify and update. The Casino Action website is still showing tournament that ceased nearly a year ago, one case at least where the website is woefully outdated.
Part of my problems were due to the financial processor being the master, rather than the servant, of the casino operation. CS and the casino top management can make all the promises they like, but if the processor doesn't like it they can simply break them with no comeback, and leave the casino to clear up the mess.
Another problem is automation. Most automation is deliberately designed to look like a real person is E-mailing; fine, until the system starts spewing BS, then the player will think that a real live rep is "taking the piss" with them and may respond accordingly. Automated E-mails should be designed to appear as clearly automatically generated, and the likelihood that they might be wrong should be addressed. Unfortunately, in gcrown's case, it seems the automated message was correct, and the casino rep was wrong (the ACH was too far processed to get cancelled it seems).
Further problems occur when buck passing is the order of the day. I have often been told my withdrawal has BEEN PROCESSED TO NETELLER and may take 1 to 2 days to appear. This is utter BS, one actually processed TO NETELLER, the funds will appear in seconds (I have had this confirmed by Neteller). What the 1-2 days means is that the funds are "queued for processing" by the casinos processor, and that passing the buck for the queue to the Neteller server makes the casino look better. If you take Casino Action Instant payments as an example, it can be seen that a payment made from the casino software is shown in Neteller as soon as payment is confirmed in the software. This shows that any casino can theoretically make a full cash-in to Neteller in a matter of minutes if they really wanted to, and had a person with the appropriate authority to process things on the spot through to a conclusion.

As an afterthought, what are the US Senate to make of all this, that even the most trusted casinos can behave how they want to if they, or their software, takes a "dislike" to a particular player. They seem to be getting serious this time round, and all those casinos that have pandered to the US market, and treated us Europeans as a "minor inconvenience" (running promotions that only US players can use, such as eCheck extra bonuses - having us stay up to 5 am so that US players can have a tournament always ending at midnight so they can go to bed at a decent(ish) hour), could find it hard to compensate for the loss of business.
As far as I know, 32Red is the only really reputable casino that has ever considerd US players to be the "inconvenience" to the main business model, and us Europeans to be the main market. I might add Intercasino, as they address this by running several country specific portals for essentially the same product. Many even treat the UK as "evil", not to be treated to the same level of benefits as other players (that means you Grand Privvy!, along with the urine extracting 60x D+B WR on SLOTS posted by another casino for UK players only! and 20x the rest).

 

[Pinababy69]

VWM...if there were a hands clapping emoticon, I would have posted it. Every single point made...

 

[caruso]

As an afterthought, what are the US Senate to make of all this, that even the most trusted casinos can behave how they want

They certainly go out of their way to give the anti-gambling advocates all they need. Spin Palace, Bella Vegas, now Casino Rewards problems...all from the "number one" provider. These people seem to feel totally untouchable.

I think they're heading for a wake-up call.

As balance for the Spin Palace issue, I played there a few days ago after many years of absence and received my winnings (couple of thousand) very quickly and without problems.

 

[Casinomeister]

One thing everyone need to always keep in mind is that many times when people post, you are not getting the full story.

Also, if anyone is having problems with any of the casinos listed here, I won't do anything about it unless I know about it. Don't keep it a secret - it's not fair to me, nor is it fair to the casinos that are listed on the site and never have player issues.