Spin Palace Payment Issue

[gcrown]

Hi Everyone How about suggestions for casinos and users to help with the whole Id Verification process which in my experience has been a horrible nightmare on many attempts while the whole time, my withdrawal is being held as a ransom. My Hope is that active casinos like 32 red that read these threads will take to heart how bad this process can be for the customer and that due to the whole id process the casino is very likely to lose a customer for good when it could of been a real smooth no problem deal that turns ito weeks of watsed time and frustration for the customer. I am currently in the middle of trying to id verify for 8 days straight with now 6 emails with my scanned info and i am still getting the run around and my account has been open for 2 years!! I am using a high end scanner with perfect scans and the casino is still not happy for some reason , but due to the horrible communication of the casino I have no idea whats wrong they just keep sending an email for me to send my docs. This paticular casino is NOT 32 RED.
All i know is I have spent over a week trying to make it right for the casino and they just arent happy, and I am frustrated because I am waiting for over 6,000.00 to be released which is alot of money to me! Suggestions for the casinos to speed up the id process and suggestions for all players regarding the best ways and tips to accomodate the casinos requirements is what I would love to hear. Dear Casinos, I refuse to play on sites that make it so hard to id verify, that I refuse to play there again and you just lost a customer for no reason! Lets make this a little easier! Maybe posting some horror id verify stories and constuctive suggestions will give some insight to the casinos on where to provide some help and customer service to the people who are playing daily and supporting their business!

 

[managra]

Well, based on the current online poker scandal (see cheating thread in the Poker forum) it's likely that ID doc will be requested more often. Even though the scandal is in poker, it's reasonable to expect that casinos will follow suit and impose more stringent requirements. They are concerned about the proposed US legislation and they will step up efforts to make sure they are not harboring underage gamblers and do the due diligence blablabla.

The best thing to do is when you register with a casino is to email them about their ID doc requirements. If they want them, send them with the comment that you will make your first deposit as soon as the casino approves your ID doc. You'll get an answer within a day!

This will avoid exactly the situation where you are at: a casino looking for all sorts of silly excuses to delay paying a substantial withdrawal. You said that you have been playing at that casino for 2 years now. Didn't you find out sooner how anal-retentive their CS is?

Best of luck getting this sorted out.

 

[gcrown]

I wish I knew that the service would be like that, as I would of played somewhere else, but during the 2 years never had to deal with them , I had all smaller withdrawals and never needed to use customer service for anything. But that being said very valid point to send ID Docs before making the first deposit, now there is an incentive the casino to process immediately to get a new customer, definitely what I needed in this case and I will do so on all my new accounts when I leave the current site that is making every attempt to be difficult with me. Thanks:notworthy

 

[managra]

I rather don't send ID doc when i can avoid it. But when in doubt, i now ask upfront before making any deposits. Then the ball is in their court.

To check out the quality and usefulness of CS at a new casino, i tend to send some generic email with some questions just to see what sort of stuff i get back. (this is not necessary if the excellent reputation of a casino has been discussed here at CM many times). If their reply is cut and paste nonsense that doesn't address my question at all then i foresee real problems and frustrations down the road when i have a really big issue or a really big withdrawal (hope to get one some day!). Knowing that, i stick with the casinos where i have done all right and where i have been treated decently.

Interesting that for 2 years you have been making deposits and withdrawals and never a problem. Now, you have a big withdrawal, and bang, all of a sudden they play deaf and dumb. Says a lot about that casino.

Btw, have you tried to email that same id doc to a friend to get their feedback (or email to yourself at work), just to double-check the id doc is clearly legible?

 

[Simmo!]

Two points before i make mine:

1) You have to remember that player credit card fraud is rife
2) The way most casinos handle it does create "negative" feeling with the player.


I think casinos could do several things:

1) Have a central pool with standard requirements and operated by the software vendor that when a player registers his ID succesfully at one, is available to accounts staff at all.
2) Have arrangements with NETeller so that "accredited" NT members depositing via NT can withdraw straight back to NT without checks
3) Be more up-front about requirements when a player signs up rather than burying it deep in the T&C.

Its a necessary process. But it should be handled in such a way that a player knows what to expect rather than be surprised. Managing expectations. Its what every long-standing succesful business does well.

Cheers

Simmo!

 

[Pinababy69]

Simmo, I think in this particular case that gcrown is referring to Spin Palace. And I do find it odd that he has sent his documents six times and the legibility is unsatisfactory to the casino. Maybe Tim (from Wagershare) might have a suggestion as to how gcrown can get these documents to the casino, in a legible format? I have a very cheap scanner, and I have had no problems with any casino being able to read what I send them. I feel bad for this poster, as they are obviously trying to do the right thing, and very frustrated.

 

[BubbleG]

This is starting to sound exactly like the problem I had with an MG casino, I emailed docs, they ignored follow ups, wouldn't help resolving the problem, couldn't tell me what ID would be acceptable and couldn't even type an email copy paste BS only.

GCrown I would advise you to PAB and just make loads of noise in forum, PM to their rep, more emails and calls to support. They will soon realise you must be who you say and have no fear of collecting the money because there was no foul play and no reason for this BS from the casino.

Having never needed support from any crypto casino I suggest a pin style system, although you can play instantly you require a pin to withdraw. Some years ago they used to supply a temporary pin but they no longer do this so you have effectively already been verified by receiving the ppin in the post. You also do not get a choice where the funds go, they must go back to depositing card. Profit they will pay to the card or neteller.

I also think certain evil moves should be easily noticeable by the systems we play on making alot of the security unneccesary. EG, I deposit 50 at casino X where i've played at for years using the same card, this weekend I win big. Why is it now nesessary to go through all the pollava of verifying you are who you say? On the other hand player X deposits at the same casino 50K via western union places 3 bets on red, black and zero on roulette then tries cashing out to neteller. I can certainly see the need for security now.

I truly believe that security should be of paramount importance to the casinos and players but just a small amount of common sense by the casinos would render alot of the crap unneccesary. We as players do not see real security just casinos giving us a hard time when we win and happily authing payments when were not. Proffesional suicide or not these casino's should not take wagers if there not going to pay, I mean how difficult would it be to put a simple pop up box so when you click to make that first deposit before its processed you are informed that you will nnot be able to make a withdraw until docs have been verified. Now you have a choice and if you do deposit you know youll be required to do xyz before withdrawing. NO ONE goes through the T&C with a fine tooth comb before making a deposit so if its not obvious at first more people are gonna get burnt.

Having cashed out $118,000 on willhill with out any verification WHATSOEVER i'm always going have a problem with the ID situation but this proves the casinos can do it if they want. The more a casino want to force its security on me the more I feel this isn't a reputable casino, the quicker a casino pays the quicker you are back making a deposit. Security should for the most part be behind the scenes, it shouldn't directly effect the player. I would be happy for all casinos to have shared access for verification purposes to my ID held by a third independant party suchas eCogra but I simply refuse to supply these documents to every casino I play.

 

[scrollock]

the problem with as ID as simmo says, fraud is rife and the way casinos handle the process does create negative feeling.

however in my experience of MG's it is very rare i get asked for ID, yet by reading some of the posts on here, people are getting asked for ID on a regular basis from a lot of the casinos i play at.

i have no proof of this, but my theory is that a lot of mg's look at your style of play and can tell wether your there as a fun player or as an advantage player and then decide wether to ask for ID.

lets face it, if you join upto the casino, wait for the bonus, set autoplay for the required hands and then withdraw, you are asking for an ID request, afterall the casino has good reason to doubt wether you will return and has nothing to lose, but if they see that you could be genuine player they dont ask, afterall why piss of someone who could become a regular player.

i think this is the correct way casinos should decide wether to ask for ID.

now contrast this to playtech, they ask for ID reagrdless of your play, you could play a 20% bonus x100 on slots & they would still ask for ID, why ? in that last ditch hope that they can refuse a cashout, they dont bother to look at the long term and see they have a casinos dream customer.

with this attitude, playtech chase away all of the genuine customers and are left with the abusers and fraudsters, as these have the ID on hand and see long the cash-out times as merely a bank account with a very high rate of interest.

i personlly believe this why so many playtechs are turning rogues because their player databases are devoid of genuine customers who been put off from playing there due to playtechs policy that all cashouts regardless of size must be made difficult as possible.

 

[BubbleG]

the problem with as ID as simmo says, fraud is rife and the way casinos handle the process does create negative feeling.


i have no proof of this, but my theory is that a lot of mg's look at your style of play and can tell wether your there as a fun player or as an advantage player and then decide wether to ask for ID.

lets face it, if you join upto the casino, wait for the bonus, set autoplay for the required hands and then withdraw, you are asking for an ID request, afterall the casino has good reason to doubt wether you will return and has nothing to lose, but if they see that you could be genuine player they dont ask, afterall why piss of someone who could become a regular player.

If only that was the case, https://www.casinomeister.com/forum...t-problem-emailing-sensitive-documents.11054/ I've already made most of my views clear in this thread. If providing them with the ID they request solved the big problem then I wouldn't have a problem, as it is it doesn't and goes no where near. All it does is cause us everyday players grief and in some cases heart ache at the amounts of money involed. Yet these amount are totally insignificant to the fraudster, launderer whatever. They get caught out, just move on, new name, etc etc etc. Whilst us players end up shouldering all the problems.

 

[Let_It_Ride]

security a two way street

I fully support verification policies but it has to work both ways, when I had problems with one particular casino they would not pay out but where still happy to take my deposits!

Also when they send out an email such as this it leads me to believe it's just a delay tactic, why because they say routine security check, no mention of it will hold up your withdrawl.

At Spin Palace we take pride in the secure way we process your transactions.

In a routine security check we noticed that you have incomplete information registered in your casino account and so, as a precautionary measure, we kindly ask that you submit the information listed below:

Full Name
Residential Address
Telephone Number
Copy of your Utility Bill (telephone, electricity etc.)
Copy of your driver's license or passport, not older than 3 months

Also how many of us have driver's license or passport, 'not older than 3 months' maybe thats where gcrown is going wrong

Come on spin palace pay the man.

 

[managra]

Copy of your driver's license or passport, not older than 3 months[/I]

Also how many of us have driver's license or passport, 'not older than 3 months' maybe thats where gcrown is going wrong

Come on spin palace pay the man.

I agree with Simmo that there should be a central location where your ID can be verified, like say Neteller. I rather don't send ID doc to every casino and have all that stuff floating around cyberspace.

I am in disbelief about Spin Palace's request for a DL or passport not older than 3 months!!! That has nothing to do with security, just a ploy to make it hard on players and keep on finding excuses to delay payment. This is crooked.

Last week i was thinking of depositing at Spin Palace for the first time. Glad i changed my mind.

 

[Simmo!]

Also when they send out an email such as this it leads me to believe it's just a delay tactic, why because they say routine security check, no mention of it will hold up your withdrawl.

At Spin Palace we take pride in the secure way we process your transactions.

In a routine security check we noticed that you have incomplete information registered in your casino account and so, as a precautionary measure, we kindly ask that you submit the information listed below:

Full Name
Residential Address
Telephone Number
Copy of your Utility Bill (telephone, electricity etc.)
Copy of your driver's license or passport, not older than 3 months

I just spoke to Spin Palace. Apparently the 3 month clause used to exist but was removed some time ago. It does apply to the utility bill, not the drivers licence/passport.

If you received an email stating that 3 months applied to passprt/licence recently, can you send it to me (webmaster @ oggs.com) and i'll get it sent on for them to look into.

Cheers

Simmo!

 

[AceMan76]

lets face it, if you join upto the casino, wait for the bonus, set autoplay for the required hands and then withdraw, you are asking for an ID request, afterall the casino has good reason to doubt wether you will return and has nothing to lose, but if they see that you could be genuine player they dont ask, afterall why piss of someone who could become a regular player.

i think this is the correct way casinos should decide wether to ask for ID.

I'm sorry, but I disagree. Without devolving into a debate on casino bonus abuse, anyone who deposits his or her own funds into a casino and plays according to the T&C is a "genuine player" IMO. Furthermore, someone committing CC fraud or other types of fraud could easily play in a substantially -EV manner hoping to hit it big. How does style of gambling correlate with fraud? Wouldn't you rather gamble it up big with someone else's $? Shouldn't ID checks be related to preventing fraud?

 

[scrollock]

I'm sorry, but I disagree. Without devolving into a debate on casino bonus abuse, anyone who deposits his or her own funds into a casino and plays according to the T&C is a "genuine player" IMO. Furthermore, someone committing CC fraud or other types of fraud could easily play in a substantially -EV manner hoping to hit it big. How does style of gambling correlate with fraud? Wouldn't you rather gamble it up big with someone else's $? Shouldn't ID checks be related to preventing fraud?

what i'm trying to get at, is what would be good business practice for the casino. even if someone keeps to T+C's casinos can still spot who is unlikely to be a player who wont return, in that case i say the casino has nothing to lose in asking for ID. whereas doing it for the sake will prevent some people from returning to casino.

on the separate issue of fraud, rather than bonus hunters, casinos can still spot who is genuine or who do need further checks. for example a player deposits 50 a week for year from his credit card and then suddenly hits big, then whats the point of asking for ID, if something dodgy was going on, it would have been reported by now.

or take another example, player spends 50 a week and then suddennly puts 1000 in his account and whacks it all on one hand of BJ, dispite the fact he is regular player, in this scenario they should be asking for ID as this should set off alarm bells.

in both these examples of fraud, (plus the bonus hunting issue ive brought into the discussion), the best way to sum up what i'm saying , is that a casino should exercise common sense when asking for id and not just go blindly by a set of rules.

 

[AceMan76]

in both these examples of fraud, (plus the bonus hunting issue ive brought into the discussion), the best way to sum up what i'm saying , is that a casino should exercise common sense when asking for id and not just go blindly by a set of rules.

I understand your POV. I say ID everyone upfront or rely on a 3rd party like Neteller, then no one will ever complain about arbitralily being IDed. Seems like 99% of this problem would go away. If it becomes industry standard to require ID upfront, then no casino would be at a competitive disadvantage.

 

[gcrown]

I sent a new pm to rep for spin palace 2 days ago asking him to help my id process out and make sure that my withrdrawals go smoothly, but No reply as of yet!!! I habe a total of three seperate withdrawals pending 4500.00 that was waiting on a echeck for 100.00 to clear from the 19th, a 600.00 withdrawal that was form a netteller deposit from the 21st, and 1,000.00 withdrawal from a netteller deposit on the 25th. The 4500.00 was to clear their system apperently today and should release but now who knows due to the id problem i am having, the other two withdrawals being held totalling 1600.00 were all neteller fully funded deposits and they are not paying rhise either as of yet, either because of id or original echeck that has nothing to do with these neteller deposits. I also have lost at least 1500.00 in the last week on their site and still no withdrawals. I sent emails 24 hours ago asking them to help me help them and give me some info here but no reply. I am not going to take further pabs to anyone until tommorow when all funds definitely should be in my neteller, that was a question I pmd the rep a week ago was will these funds go to my neteller or are they going to try a check or some other stall and the rep never answered the question and emails to support would never answer that either.
I totally agree that a central database with 1 id verify for customers is the way, wether ECOGRA or even Casinomiester starts a safe database then distibutes to the casinos. That is the answer and think of all the headaches the casino can get rid of, let a third party deal with the process, and for sure exceptions should be made for neteller accounts and such!!!!

 

[TheBloke]

ID checks will never go away - I'm sure casinos make a lot of money from them. It delays your cashout a few days, during which time you might play a little more and lose some or all of it. I am sure that happens routinely.

As has already been said, the principle of asking for ID only on cashout is nonsensical, particularly given that deposits will only be refunded to the payment method. If someone has stolen my Neteller or credit card details, I want them to be stopped from depositing money to a casino - not stopped from giving it back to me!

Casinos will never ever ask for ID up front because that will limit their signups and the amount deposited.

The fact that they only care about ID when you cashout is clear proof that ID checks rarely have anything to do with checking your ID, and have everything to do with keeping you from your money as long as possible.

I too very rarely get asked for ID from Microgaming casinos - to their credit. But now and then if I win a lot, they do ask. Why do they ask when I win £2000 but not when I win £200? Because the ID check is nothing to do with security, it's just a delaying tactic.

I wonder what would happen if I were to lose a deposit at a casino, then submit an ID showing I was underage. If I did that after a cashout there's no way I'd ever get my money. But if I busted, would they return my deposit? Methinks not.

Anyway there's nothing we can do - the good casinos don't ask for ID (or very very rarely), and the bad ones ask for it always. We won't change that.

 

[scrollock]

I wonder what would happen if I were to lose a deposit at a casino, then submit an ID showing I was underage. If I did that after a cashout there's no way I'd ever get my money. But if I busted, would they return my deposit? Methinks not.

.

well actually, under the UK gambling bill, if someone shows proof that they are underage then a gambling institution must refund any bets/stakes even if they have already lost.

i'm sure theres a scam in this somewhere, not sure what though, cough,cough

 

[Tim Whyles]

Hi gcrown

I've been speaking with the head of the customer support team who is currently out of the office. He is back in the office tomorrow when he will be able to check the PMs you've sent him and get a resolution to the current situation.

Best regards,

Tim

 

[Pinababy69]

I've been speaking with the head of the customer support team who is currently out of the office. He is back in the office tomorrow when he will be able to check the PMs you've sent him and get a resolution to the current situation.

Best regards,

Tim

Hi Tim....thanks for posting at least!! I was really feeling gcrown's frustration, lol.

Hope it gets sorted for you gcrown.

 

[jetset]

I was also getting uptight with the screwing around with gcrown, and kudos to Tim for stepping in.

But his post does raise two questions for me, both relating to CRM:

1) Surely some more intelligent response than standard emails which continue to frustrate the player could have been executed? All it takes is someone to read the goddamn message and frame a reasonably intelligent reply for God's sake.

2) When the manager responsible is away from the office surely that whole department does not go into hibernation? Is there not a deputy or secretary who can monitor all incoming information and attend to urgent matters arising - like a very frustrated customer?

 

[Pinababy69]

Two VERY valid points Jetset. Gcrown, I sent you a PM, please keep us updated. Spin Palace and the Palace Group are some of my fav casinos...I'm really hoping this gets resolved ASAP!!

 

[bb1webs]

Hi,

Spin Palace and the Palace Group are some of my fav casinos...I'm really hoping this gets resolved ASAP!!

No doubt. I was very displeased to read this thread and find out which casino group was the subject.

Yes Tim, kudos for stepping up to the plate.

What worries me is whether or not this is an isolated incident or not?

Tim's group is a favorite of mine to promote largely due to the fact that I know I can contact Tim if there is ever a problem and he will get it taken care of;

That said: Tim, there has got to be a better way.

As someone so accurately stated, that I must (loosely) echo their words.

Somebody read the damn emails!

Then reply with a touch of intelligence and personal attention .... and even if the reply is nothing more than a glorified "please be patient until the manager returns in two days ..." form letter, it will more than appease the sender for the time required to begin an actual investigation into the matter.

Not replying, or getting some kind of reply that makes little sense and shows no attempt on the part of the casino to further good will between the two parties .... is a slap in the face and far below the expected level of professionalism that I require of a casino to be in good standing with me.

Now that said: this is the first time I have ever heard a complaint towards the palace group coming from the perspective of the player. And further find it encouraging that there hasn't been a lot of others join in saying they'd had similar problems with this group.

So while I don't doubt the sincerity of the person who posted this problem; I cannot help but think that the palace group is one of integrity who at worst has shown bad judgement which then has become compounded by inefficency ... but that in the end the player will be treated in a fair and just manner.

I sent a new pm to rep for spin palace 2 days ago asking him to help my id process out and make sure that my withrdrawals go smoothly, but No reply as of yet!!!

however in this case I must ask to clarify: was this sent as a PM or an email?

While I admit total ignorance in how things work in respect to contacting casinos via a PM thru (I assume) CM .... I would not be near so quick to condemn the casino for not having replied to a PM in as timely fashion as I would for not replying to emails simply because I EXPECT the CS to do their job competently and yes, reply to all emails in a reasonable amount of time as is promised on the website.

In the case of PMs, well I know I'm kinda a new face around here, I have been in the OG for over 6 years and have experience with forums just like this one and I know I have been guilty of not checking my PMs in a timely fashion as the attention I give my email.

 

[gcrown]

Hi thanks all for insight and help, and I believe also this is a good reputable casino, but I feel that they can care less about my action and have made it way to hard to play, its not like I just got a bonus and won 6,000.00 and cashout the same day my account was active for 2 years and was at least thousands in the hole to the casino, And during the last 2 weeks of these problems i stayed on spin palace and played 5-8 hours a day every day and gave back about 1500.00 to show that I am a player and PAY me. Thank you tim also for getting involved!

UPDATE: first of all my 6 phone calls at least have been somewhat friendly and the reps on the phone seem to be very nice but never can help the situation. Todays call to them they stated that my ID has been approved!!! nothing in writting though, I asked about my withdrawals and they said it should be paid tommorow??? They could not tell me exactly how and what amounts would be funded where and what times this would be accomplished. So I wait some more, I asked for it to be flushed and the rep said they would have done so if i called when the casino manager was there????? He stated it was 4:00 pm at their location?? But still nothing in writting stating id was approved and nothing in writting that my withdrawals will be paid.

SPIN PALACE you guys should have flushed this today to show some respect to me as a player and also someone should have took the time to email me and calm me down or explain or COMP my account for this situation, And never should you make wait any longer for my withdrawals after my id was approved, someone should have step in and funded me right there to show good faith! So now I wait! Would anyone else consider to keep playing on that site after all this just to be their customer and lose my money?

Thanks again to the people who are involved If anyone needs me to start bitchin for them let me know, cause thats all i have done for the last two weeks is been stressed out because a online casino wants to mess with me! LOL. Can I borrow any money anyone I promise i should get paid? LOL I own my own business which creates enough stress and spin palace I played on your site because thats what I enjoy to do to help get rid of stress not receive more.

 

[managra]

Gcrown, hope you will get paid asap. You deserve that by now! It's really pathetic all the excuses you get when there's a bit of an issue, like "the manager isn't here". Suggest you don't play there until you get your money. There's that idea of "well, i'll turn this negative into something positive by playing some more and have a big win while waiting". In reality, it doesn't work that way; you'll likely lose and only get more frustrated.

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.

Last Monday i registered with a new casino. Knowing that they request ID documentation for your very first withdrawal, regardless of amount withdrawn, i immediately sent them ID doc before depositing. I just submitted it for the fourth time to 3 different email addresses suggested to the casino. Each time i hear from them that they cannot open the attachment. I don't know what the problem is since the attachment is 140KB. If that attachment size exceeds their max, they should have told me so. It is not as frustrating as having this happen when you are waiting for a big withdrawal but a pain in the neck anyway. The intention was to play not to email ad nauseam.

 

[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