ATTN: Casino Rep SPIN PALACE refuse to flush my withdrawal

Gremmyboy

Dormant account
Joined
Feb 25, 2011
Location
Australia
Spin Palace refuse to flush my withdrawal even though I requested them to do so as I don't want it available for reversal. I find this really annoying!:mad:
I was told that the rules state that they won't flush withdrawals!
This is so wrong as it is my money and I should be able to have it sent to my bank when I want if I don't intend to reverse it!
Hanging on to my withdrawal in the hope that I reverse and spend it is ridiculous!
Why do I have to wait for 48 hours before they even bother to process it just because they hope I'll re-spend it??:mad:
It's my money and they should pay it as soon as is possible and not hang on to it for no reason other than to try and get me to reverse it!
Totally Ridiculous!!:rolleyes::rolleyes:

Cheers
Gremmy
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
I'd close the account until you are paid, then switch casino. There are several MG casinos that will flush or even reduce the reverse time for you. One trick that used to work - try logging in with the wrong password 3 times. It should lock the account :)


If a casino won't flush for me, i wait til I'm paid then close the account and move on. When I find one that does, I tend to stay there. So 32Red gets most of my MG business and Tote gets most of my Playtech business. You don't have this problem with IGT casinos thankfully.
 

H1_Roller

Non-Gambler
Joined
Mar 16, 2011
Location
...
I also find that casinos which partake in this stalling sort of tactic also make it awkward to withdraw in the first place, with 'withdrawal policy' messages, and "we need alternative methods, just in case..." all the while making the player consider not withdrawing in the first place.

Ladbrokes are perfect examples of how it should be done; you type the amount you wish to withdraw and press [accept], then you are met with the 'withdrawal successful' message. No questions, no golden carrot, no messing about.

Spin Palace, Jackpot City etc all have far too long processing times (how do Ladbrokes etc process so quick?), with the other casinos insisting on basically saying "You can reverse any time up to 48 hours from now etc etc... reverse? you want to reverse? you can put the money back into your account and continue playing if you like! reverse? No? are you sure?..."
 

3mptyseat

Quit Gambling
PABnonaccred
Joined
May 22, 2010
Location
California de Norte
I recently spoke with a helpful lady.

The lady I spoke to may very well be the most informed, knowledgeable, and helpful woman in this industry. She is the complaints resolution director(I dont know her true title, but thats about right I think) for the KGC. She is a gem... I was in touch with her over an issue I am having with Villento for the same reasons that the OP had, and now, with a bank wire that they claim they can't track for 15 business days, which is a load of manure...

But anyway...

She was telling me about the origin of the Reversal period... It was introduced because of the ever increasing cost of processing deposits... If the player intended on redepositing in the near future, it would save the casino some coin to have a pending w/d reversed as opposed to being sent thru, whilst another costly deposit is made... (Funny enough the reversal withdrawal period is mandatory at some of these joints and its a cost saver for them... These same places that have a mandatory pending period are the same ones that don't consider a reversal an actual deposit... So no bonuses and whatnot... See my point, they are supposedly at our service for our bucks... But they having pending periods where we can't get at our money for a set time, and its all in the name of saving THEM money... Then throw on the fact that some of em dont consider it another deposit? Its just plain ole horsefeathers IMHO!)

And I get that from the operators POV...But all my understanding aside, its predatory and wrong to make the pending time mandatory...

How about this perspective... The clients make u pennies, one by one, and pennies make u pounds... Pounds, in turn make u profits... Now we are thrice removed from the catalyst of this equation, but if my memory serves, it all started with a client... So it just sizzles the ish out of my thinker when I try to wrap my head around the way some of these operators treat the customers they so desperately need (unless my math is bad) to stay in business.

I have posted in the past on the way that Rich Reels treated me when a 28 dollar deposit (I think, cant remember exact amount) was rejected by their system, but my debit was charged none-the-less... It happened on a Friday, and they did not concede the error til tuesday, and my funds were not recouped until the following Friday... And that whole time I wouldnt deposit there... In by tenure at Rich Reels up until that point, I had deposited nearly $25k in less than 5 months... I hadn't had a w/d in 4 months. And had they fixed that issue by manually crediting my account that first Friday, I would have dropped at least $500 in that timeframe where in reality I made zero deposits and never felt good about them again... But I went back recently, and I hit pretty big... Turned a $36 deposit into roughly $10k and only played back about $2k before the w/d's were removed from my cashiers page (I say only bc everything is relative, and I am a juicy mother sucker), and while I am happy with the results, I am so disgusted with myself for playing with them after all the B.S. And it appears I may be regretting the choice even more...I still have not received the bulk of my w/d...

SO I guess my point is, either there is some seriously debilitating crack flooding the market, and its found its way into the CS offices of our beloved casinos, or there is a rash of daft ppl making daft choices at these places.

And we the depositing player need to take Simmo's advice... We need to move our business to the operators that live in the real world where a casino is a business in the customer service and hospitalities industry... Like most industry, the client and the merchant trade currency for a product or a service. In this industry, service to the customer is the price they pay for our money. Or at least it should be.

I am the first to admit that I have wasted countless hours and fingerstrokes never to be recouped arguing with CSR's sans any chance of changing their ridiculous policies, and I am silly for doing so... Our words alone might make an impression on a casino that gave a hoot to begin with, but situations like no flush withdrawal pending periods, and debaucles like I outlined above probably wouldnt be happening with those kinda joints anyway...

We gotta make our point with our $. We must skim the dregs out of our brew! Or accept that we will be pulling barley from our teeth for some time to come...
 

Gremmyboy

Dormant account
Joined
Feb 25, 2011
Location
Australia
Just got off of live chat and it will be 7 to 11 days before I get paid!! Ludicrous!! I've never been paid so slowly! :mad:
Guess the few cash outs I've had I've taken for granted the good service(Clubworld, 3Dice, etc...)

Very Disappointed Spin Palace! (Insert :Thumbsdown: Smiley if it existed!)

Below is a copy of the chat I just finished.....



Please wait for a site operator to respond.

You are now chatting with 'Lee'

Lee: Hi there phillip

Lee: My name is Lee

Lee: How may I assist you today?

phillip: hi, could you tell me when my withdrawal will be sent? it said 48 hours and that you won't flush it(spoke to live chat earlier)

phillip: aM WONDERING IF WEEKENDS COUNT IN THE 48 HOURS?

phillip: Sorry Caps

Lee: Just one moment please, let me have a look for you.

Lee: 48 hours would be the same on a weekend. I see you made the transaction at 17:58 on the 21 so 48 hours from that time you would not be able to see it as it will be available for us to release.

phillip: just trying to find out what day you will actually pay it?

phillip: how long will it take to o to my Visa? Have never done a Visa before.

Lee: I see okay I'll walk you through it.

phillip: I'll put my shoes on then....! lol

Lee: Lol 48 hours once that's past it will take 24 to 48 hours for us to release the funds there after about 3 to 7 days before you receive your withdrawal

phillip: so a minimum of 7 days to get my money and 11 at the worst?

phillip: That's a long time.

phillip: How come you can't flush it for me? I don't want it to be available for reversal. Can you just process it now? :)

Lee: Any time to wait for money is a long time, but it's just the procedures I'm afraid, I understand though.

phillip: I've been paid by 3Dice within the hour same for InetBet! How come it takes so long here?

phillip: So I have to wait a minimum of 7 days? Didn't catch your answer!

Lee: You have to wait a minimum of 7 days yes, we cannot flush your withdrawal I'm afraid,

phillip: Ok thanks. After this withdrawal is finalised and paid I will be closing my account as 7 to 11 days is not acceptable at all! I have been paid by Clubworld in 2 days, 3Dice withing an hour, InetBet within a couple of hours and many more the same! It is ridiculous. I will play elsewhere that will pay winnings promptly!

phillip: Thank You for your help and Have a nice day. :0

phillip: *:)

Lee: You too and take care.

Lee: Is there anything else I can assist you with?

phillip: You can help me to close my account

Lee: Should I close it now?

phillip: I will never play here again. There are many many more options out there that will pay promptly and not stoop to tricks like holding withdraals hoping the player plays it back. I won, Pay up, Simple!

Lee: I understand your frustration Philip and if you whish to close your account I would do that for you, with regards to the holding period I cannot change that I'm afraid I wish I could but it would not be possible.

phillip: Once my withdrawal is finalised in the ridiculous amount of time you are going to take I will come back on here to close my account. That is all I really need! Thanks for your help though. Yu have been very helpful

phillip: I will wait 'til my withdrawal is in my bank and then close it. May as well use the comp points i've earned. After that I will come on live chat to close my account. Thanks. :)

phillip: Bye for now. Thank you for all your help.

Lee: It's no problem, I'm happy to help. Take care then.

Lee: Bye bye

phillip: bye

Cheers
Gremmy
 

Dipity

Dormant account
Joined
Mar 20, 2011
Location
UK
If it's MG you're after, I highly reccomend All Slots/All Jackpots. They flush your withdrawal request on request and process pretty fast too. I've requested a flush on live chat, and they've done so and processed the withdrawal a couple of hours later.
 

Temperance Fox

New Member
PABnononaccred
Joined
Aug 22, 2010
Location
Nowhere
I'm heaving some little problem with this group too.
I've requested my withdrawal on the 19th and today still nothing. So I phoned to the italian support, found a lady (!) who seems a teacher "Ehi don't you know it's Easter? Ehi you!!!Don't you know that here in South Africa offices close at 11 am?" and so on...Finally she says that even if payment were processed today,it takes about 48 hours to see it into my MoneyBookers account. I only know that I've just deposited with Mb into a casino today, and funds were in the cashier immediately.What a spell!!!!:smilewink:
 

H1_Roller

Non-Gambler
Joined
Mar 16, 2011
Location
...
That's what gets me - you can deposit into the casino INSTANTLY, but try to withdraw and everything becomes shady and vague :mad:
 

Temperance Fox

New Member
PABnononaccred
Joined
Aug 22, 2010
Location
Nowhere
You're right! Such a strange thing indeed!
...but , as I can see, 32Red group is very speedy in payments, it means that if they will they can
Maybe they think is better for their biz, but don't think that people at last, prefer to play in those places offering the best services.
At last, as anyone can see, 32Red has not close, but, on the contrary, is expanding more and more

cheers
 

Gremmyboy

Dormant account
Joined
Feb 25, 2011
Location
Australia
I for the life of me can't fathom why they need to hold my withdrawal for 48 hours and then process it which will take another 48 hours? So 4 days to even bother processing and sending the money on to my Visa!:confused:
After that I still have to wait the few days for the money to move to my bank!
They put an enormous amount of effort in to making sure that players can deposit funds as quickly as possible(instantly in most cases, which benefits the casino!) But they make no effort at all to try and return the favour for the player! I don't understand it at all?

(Jest) Casino Policy 1.1
"we 'The Casino' will do our best to make sure you can deposit instantly, we will move Heaven and Earth to accommodate this. When the time comes to withdraw your winnings we'll try and make it as difficult, time consuming and frustrating as possible to you 'the player' so that you will reverse your withdrawal out of frustration and lose it to our fine establishment"
:rolleyes::rolleyes:

Cheers
Gremmy
 
Last edited:

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
The lady I spoke to may very well be the most informed, knowledgeable, and helpful woman in this industry. She is the complaints resolution director(I dont know her true title, but thats about right I think) for the KGC. She is a gem... I was in touch with her over an issue I am having with Villento for the same reasons that the OP had, and now, with a bank wire that they claim they can't track for 15 business days, which is a load of manure...

I think you just came across Micki Oster which if I'm right, means you are spot on with your appraisal. She has been in the industry for years originally gaining an excellent reputation from running the Trident group (King Neptunes, Trident Lounge etc).

Several of the older members here will remember her fondly and it would mean you are definitely in the right hands. One of the best things the KGC ever did was hire her. :thumbsup:

Below is a copy of the chat I just finished.....

Incidentally, when that support person said they "can't" flush the withdrawal he means they "wont" but you probably knew that anyway ;) The Microgaming backend allows operators to flush on a player-by-player basis and even to allow the Reverse Pending time to be removed for an individual too. Stating the obvious, but 32Red will remove it or reduce it on request although their pending period is only 4 hours anyway.

I am going through a similar process on another (not MG) casino I am currently testing actually. I cashed out Wed, was ID'ed and approved the next morning. When I asked, support said 24hrs to flush but 48 hrs later I contact them and they said because the withdrawal was a "large sum" it requires "management approval" and will remain pending while that is sought. LOL. So it's 4 days later now and still pending. I suspect it will go to Monday. Don't think I'll be adding this one to my websites :D
 

Gremmyboy

Dormant account
Joined
Feb 25, 2011
Location
Australia
It's going to take even longer due to the weekends(The ones I was told wouldn't matter in the first chat session)! This is totally unaceptable!:mad::rolleyes:

I won't recieve my money This week or the next; but the week after which makes it three weeks until I see my own money! Not good at all Spin Palace!:rolleyes:

However apparently if I was a VIP and deposited more in terms of $ value I would get better treatment! I deposit weekly and play almost daily but apparently that is not enough to recieve good customer service!:rolleyes:

Truly Disappointed!:confused::(

Here is the latest chat log.......
Make what you will of it.....

Please wait for a site operator to respond.

You are now chatting with 'Mervyn'

phillip: hi

Mervyn: Hi there phillip

Mervyn: My name is Mervyn

Mervyn: How may I assist you today?

phillip: when will my withdrawal be processed?

Mervyn: Hello

phillip: ut should be done soon?

phillip: *it

Mervyn: Let me have a look for you

Mervyn: Would you mind waiting while I look into your account?

phillip: I though 5pm today was what they said?

Mervyn: I am having a look for you

phillip: k

Mervyn: Your withdrawal of AU$(EDIT) is still in the 48 hour holding account. The funds will leave this account at 18:00GMT today. As it is the weekend, our Payments Team are not in. They will only be back Tuestday, due to Monday being a public holiday. As a result, your withdrawal will be processed next week.

Mervyn: It will then be sent to your Visa Card ending xxx(EDIT)

Mervyn: and will reflect within 3 to 7 working days once released

phillip: So what day will you actualy send it?

Mervyn: It takes around 48 to 72 hours to process a withdrawal, so probably Wednesday or Thursday I would imagine.

phillip: they told me the other day that it would be done by 5pm today and that weekends don't matter?

Mervyn: Yes, it will leave the 48 Hour Holding account today

Mervyn: With regret, weekends do affect the processing time

phillip: so you won't send it until wednesday and the I have to wait 3 days for it to go to my bank?

phillip: can you tell me what day I requested the withdrawal?

Mervyn: It may be sent sooner. That is only a guideline. When you make a withdrawal it goes into the 48 hour holding account first. So we are coming up for 48 hours

phillip: I was told that the weekends wouldn't matter

phillip: Well that was how I took it any way.

Mervyn: I am very sorry if there was any misunderstanding, but there is nothing which can be done to speed things up

phillip: Could you please tell me when my withdrawal was requested?

Mervyn: We will process it as soon as possible

Mervyn: As mentioned above, your withdrawal was requested less than 48 hours ago

Mervyn: Approximately, 41 hours ago

phillip: #dice paid me within an hour. Why is it taking so long hee? Clubworld I was paid within a day. Inetbet pay within a day as well. Could you explain why it takes so long here So I understand?

phillip: *3Dice

phillip: *here

Mervyn: We batch Payments togather to ensure that you the player does not get charged hefty fees

Mervyn: Also, there is a procedure which we follow

phillip: security checks?

Mervyn: This is because we are regulated by ECogra

Mervyn: The wait is not due to security checks, although various procedures need to be followed to keep our ECogra seal

Mervyn: As you can imaging, this is vvery important to us.

Mervyn: * imagine

phillip: That explains why it takes 48 hourd to process it but I am curious as to why it takes you 48 hours to start processing it

Mervyn: * very

Mervyn: We do not process on the Weekends, and Easter has two public holidays. On the Friday and Monday

Mervyn: This we have no control over

phillip: I understand that there is a reversal facility but if I request not to use it shouldn't you respect that? :)

phillip: Not being a pain just trying to understand it. :)

Mervyn: Reversing of funds is completely up to you the player. We cannot prevent you from reversing if you wish to

phillip: I see you made the transaction at 17:58 on the 21 so 48 hours from that time you would not be able to see it as it will be available for us to release.

Mervyn: Yes, that is correct. The time above is casino time in GMT

Mervyn: In 7 hours time, you will not be able to use the Reverse Facility on the banking page

phillip: You misunderstood me. I asked for my withdrawal to be flushed but was refused. I was wondering why? If I have no intention of reversing and ask you to process it shouldn't you do so as it is my money?

Mervyn: The ability to Flush Withdrawals

Mervyn: is only available to VIP players

Mervyn: This is a benefit of working your way to becoming a VIP

phillip: Saturday, 23 April, 10:37:13 a.m is the GMT time now. So when will it be processed?

Mervyn: The time frame above is also used to group payments togather as explained. This enables us to have no fees to send back to your Visa Card

Mervyn: nothing will happen before Tuesday due to the public holiday and weekend

Mervyn: The funds will automatically stand ready to be processed in 7 hours time

phillip: Shouldn't this facility be offered for all players? Why only VIP's? I play here almost daily and deposit a lot. Are you saying that I am not as valued to you as I don't deposit a $1000 a day? I still deposit a lot of money and play a lot. I don't understand the double standards? I am a customer too!

phillip: *lot

Mervyn: You are most certainly valued to us. The reason to have a 48 hour holding account is for financial reasons due to the batching of transactions.

Mervyn: the ability to flush the withdrawals is simply something extra which we do for our VIPs

phillip: I'm talking about flushing my withdrawal and it only being offered to VIP's?

Mervyn: As you earn more points, you will approach becoming a VIP yourself

Mervyn: With regret, that is correct

phillip: Why though? Like I said... I am loyal and deposit weekly and play all the time... Shouldn't that matter more than the value of $$ I deposit?

Mervyn: You are most certainly loyal and a wonderful player who we appreciate. We will most certainly process your withdrawal as soon as possible. The ability to flush your withdrawal, however, will not be possible until you reach VIP status.

Mervyn: This has been decided by Management due to the above reasons and with regret cannot be waived for any single player

Mervyn: We apologize if this is frustrating for you

phillip: To me what I deposit is a lot... It's all relative! $1000 a week may be small change to some VIP's just as $200 a week is a lot for me! I don't understand the $ value being attached to the customer service you offer? Shouldn't all customers be equal?

Mervyn: We do our very best to treat all our players equally. Due to the financial implication attached with not batching transactions, this is simply not an option available to us.

Mervyn: Perhaps in time, things may change, but for now, I am afraid you will need to wait 48 hours

Mervyn: Is there anything else which I may be able to assist you with?

phillip: Thank you for taking the time to answer my questions.... I am a consumer though and have the right to ask questions... Just as I have the right to look elsewhere to play that will treat me equally. I am exercising that right and will no longer play at Spin Palace as soon as my withdrawal is processed! this has been an unacceptable wait time to be paid my OWN money! I will come back if this improves in the future

phillip: Thank you for your help and answers!

Mervyn: You most ceratinly do have the right to ask questions

Mervyn: It has been a pleasure answering them for you

Mervyn: We are very sorry for the extra long wait attached to this withdrawal

phillip: Thank you Mervyn :)

Mervyn: That is due to the public holidays

Mervyn: Only a pleasure Phillip

Mervyn: Have a wonderful day further

Mervyn: Bye

phillip: bye



Cheers
Gremmy
 

Temperance Fox

New Member
PABnononaccred
Joined
Aug 22, 2010
Location
Nowhere
Mervyn: Your withdrawal of AU$(EDIT) is still in the 48 hour holding account. The funds will leave this account at 18:00GMT today. As it is the weekend, our Payments Team are not in. They will only be back Tuestday, due to Monday being a public holiday. As a result, your withdrawal will be processed next week.

I was told that financial department was open on this monday, even if holiday.
For sure I don't need their money, but when I see different "answers " or "explanations", I become so nervous...

I feel like playing in this moment, don't think I'll play at TPG.Or, better, I'd like to deposit into one of their casino and see a screen "Sorry, you can't play now.It's holiday and we can't register your deposit"

I'm a newbye, here, and play on line since october, looking around I've seen that platform playtech takes a 4 days pending.So,I don't understand I requested a withdrawal from Omni on the 20, and have my winnings (970 euros) in my Mb, this afternoon.

Stay strong Gremmyboy, we gonna make it, at last!:thumbsup:
 

H1_Roller

Non-Gambler
Joined
Mar 16, 2011
Location
...
Imagine going into a department store and buying [whatever], only to be told that you will get your change, but it will be sent out as a check next week, rather than being given to you straight away. They tell you it's because you only spend £/$/€200 per week at that particular store, as opposed to 'other customers' who spend much more...

This is pretty much what is happening here.

I'm waiting on a couple of withdrawals from similar casinos Gremmy, and in support of you (and the rest of us), once those monies are in my bank account, I'm voting with my feet; closing my accounts and refusing to play at Casinos that are as slow as this.

All Slots, Spin Palace, Jackpot City etc will be no more for me. I can't be bothered with this.
 

Temperance Fox

New Member
PABnononaccred
Joined
Aug 22, 2010
Location
Nowhere
I've been payed this morning ( in the meantime I had a payment from Omni and from 32Red , where I've played later than in TPG, but winnings were into my Mb account two days before this one)
 
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