would you take this further?

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
Hi
writing this on behalf of my friend ( sitting next to me )
accredited casino here
breakdown.........
joined casino
1st dep cc
2nd dep cc
cashout cleared to player ( not big amount under 100 )
3rd dep
cashout req ( under 100 )
cashout req ( under 100 )
casino requests id docos
this email goes to spam mail so he doesnt see it
4th deposit ( they let him deposit again even tho they wont cash him out )
gets on chat where is my withdraw
u need to send in docs
i help him send in docs
email back from casino within an hour saying date was missing of util bill
i email them back straight away with fresh pic
no reply 2 days
get on chat wheres the withdraw ? sorry sir you need to send in util bill
i email them again asking whats going on , no reply
live chat today says .... staff who review docos are " on holidays "


thoughts ?
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
doc has been sent in twice
as stated in my rundown
for no reply
support staff on "holiday " now even tho they replied instantly to the first docs being sent in

and how does a casino allow a player to deposit ... while waiting for docs for a withdraw?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We've said it over and over: if you have an issue with an Accredited casino, you've tried to iron it out with their representative here on the forums and have had no luck, then by all means and without hesitation proceed to file a Pitch-A-Bitch.

The Accred list is here: Accredited Casino

The Rep list is here: I-Gaming Forum Reps

The PAB process starts here: Pitch-A-Bitch FAQ
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish


ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep
 

footdr

Banned User: PITA violations of the Forum Rules
Joined
Jan 13, 2006
Location
cyberspace
Just some advice......

I have learned to always send my id and utility bill immediately after making first withdrawal. After I send it I wait about an hour, and then call support or use chat support to see if email received and whether documents are acceptable. I also ask for email address of department that needs to approve the documents and forward them a copy also.

I also ask cs to make sure the email and documents are forwarded to appropriate person/dept.

I keep copies of all chats and record the name and date of phone calls to support.

Generally I have no issues, but I do stay on them, making sure they have not let my cashin "fall through the cracks".

5 years experience with this whole process. Hope this helps:D
 
Last edited:

same_old

Dormant account
webmeister
PABaccred
Joined
Mar 4, 2007
Location
Australia
yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish


ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep


What I normally do is send in the DOCS via scanner AND fax and then tens minutes later I will call to ask if they have recieved it, they are usually good this way.

I dont really think you can complain until you have ALL the facts, wee they busy at the time and backed up with faxes, you being an Aussie im sure played during the day which is night for them so they mave have had limited staff on shift.

there is many factors in play here.


On a side note, does your friend enjoy playing online?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... i was more looking for players thoughts ... i guess i was looking more for if players thought this was rougish

Yes, I understand that, but what I'm saying is that since this is an Accredited casino here at Casinomeister there are proper channels to follow and "hey everyone, do you think this Accredited casino is a rogue?" is not one of those first steps.

A goodly amount of effort goes into establishing and offering the Accreditation for a given casino. We are asking you to respect that by following the procedures we've put in place to handle situations like you describe.

By all means, if we fail you or let you down -- or your friend as the case may be -- then an open forum debate may well be the next logical step. But there are things to do before you get to that point and as I see it that process is being short-circuited here.

I guess another way of saying this is that for an Accredited casino the Pitch-A-Bitch is not an attempt to blacklist them, it is simply proper procedure after the representative has been consulted.
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
Yes, I understand that, but what I'm saying is that since this is an Accredited casino here at Casinomeister there are proper channels to follow and "hey everyone, do you think this Accredited casino is a rogue?" is not one of those first steps.

A goodly amount of effort goes into establishing and offering the Accreditation for a given casino. We are asking you to respect that by following the procedures we've put in place to handle situations like you describe.

By all means, if we fail you or let you down -- or your friend as the case may be -- then an open forum debate may well be the next logical step. But there are things to do before you get to that point and as I see it that process is being short-circuited here.

I guess another way of saying this is that for an Accredited casino the Pitch-A-Bitch is not an attempt to blacklist them, it is simply proper procedure after the representative has been consulted.



i appreciate all this max thats why i havent gone on a rant or named club group casino etc wanted opinions thoughts and good karma :thumbsup:
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish


ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep

I did receive pinkfloyd's PM this morning after returning from the long weekend.

The mail simply asked if our review staff were on holiday and mentioned no other specifics and I replied to that. The review staff were working over the Easter weekend and would have released the cash-in if the documents provided were in order. If they were not, they would have been referred to the investigations team who are only in the office this morning as well.

pinkfloyd should PM me with his /his friend's account details which I will investigate as soon as I receive it.

Regards
Wim
VP Operations
Fortune Lounge
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I sense that this issue is about to escalate here on the boards and I'm giving fair warning that this is not the place to attempt resolution of this issue. No offense to the OP but things like "my friend" and "looking for opinions" and so forth is very vague and is beginning to sound like stalling to me.

As I see it there are two options for this at this point:
- resolve the issue with the rep (Wim) via PM.
- proceed with a PAB.

There are proper channels to go through with something like this and we expect Casinomeister members to respect and observe those procedures.

Too often we see people take an issue like this to the boards when it is (or should be) perfectly clear that they should attempt to resolve it via proper channels first. Sometimes it's an honest mistake, but sometimes it's an attempt to pressure a casino on an issue that wouldn't stand up under the scrutiny of a PAB.

If this situation is the former then I think it's been made perfectly clear what the path forward is.
If it is the latter then this is the end of the road because bullying by message board is not what we're about here.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Hi Max

This issue was resolved through PM a few days ago already and I throught "pinkfloyd" would have closed off the thread by posting that the matter was resolved.

Just a respectful request for posters who have issues and PM me. Please include your account details in the PM as it just causes delays if I have to PM back and obtain details necessary for investigating the issue. I would like to resolve issues as quickly as possible and this will just speed up the process.

Regards

Wim
VP Operations
Fortune Lounge
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
This issue was resolved through PM a few days ago already ....

Really?!? The OP PM'd me this morning asking if he could post a bunch of stuff which would have inflamed this considerably. :confused:

If this has been resolved great! But the OP or the friend or whoever seems to still be upset about things.
 

AussieDave

Banned User
Joined
Dec 24, 2005
Location
Australia
In hindsight if you have introduced a friend to a casino it's always best to get you friend to deal with the casino in question. By all means help them but don't actually contact the casino on their behalf.

Or in the case of being a member here get them to sign-up at CM.

For one you risk having your friends account flagged; especially if it's a new account and they're cashing out.

Also a casino & or the casino rep wont divulge personal information. Again it looks suspect if your friend is not dealing with this matter them self.

And as far as I'm aware a PAB needs to be submitted by the account holder.

Some friendly advice.


Cheers

:)

Dave
 

pinkfloyd

Full Member
Joined
Jul 13, 2009
Location
aus
In hindsight if you have introduced a friend to a casino it's always best to get you friend to deal with the casino in question. By all means help them but don't actually contact the casino on their behalf.

Or in the case of being a member here get them to sign-up at CM.

For one you risk having your friends account flagged; especially if it's a new account and they're cashing out.

Also a casino & or the casino rep wont divulge personal information. Again it looks suspect if your friend is not dealing with this matter them self.

And as far as I'm aware a PAB needs to be submitted by the account holder.

Some friendly advice.





Cheers

:)

Dave





cheers dave
yer hes a long time member with this casino group and never had hassles before
and i never named the casino or group when asking for advice.

he just asked me for some help and thats why i asked for advice here.
and my first pm to the rep was a very general question ,no account or names needed.

ill see him this weekend and see if hes got his answers he was looking for and if yes ill close this up


thanks again
 
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