WinPalace faxback issue

If the faxback process takes this long, I have no reason to believe I'll ever see any money from them, either.

First, both the faxback@winpalace.com and finance@winpalace.com email addresses bounced (their fault, not mine: the error message from their own mail server explicitly states that the reason for this was due to their inbox being full).

Then I was asked to send it to jordan@winpalace.com, an "account manager" (though it seems like approximately everyone who works there has this title). He confirmed he received my faxback by email and phone, and that he had passed it on to finance.

"Finance" at WinPalace doesn't really seem to exist. Every time I chat with support, the conversation ends with them telling me that I just need to wait just a little bit longer and "finance" will take care of things. After talking to support nearly a dozen times, and nearly a week after Jordan first confirmed that he received my faxback, he just now sent me an almost identical email trying to tell me today is the lucky day that "finance" will finally look at things 

If they're giving me this much grief over the simple faxback, I think it's safe to assume that interacting with WinPalace directly is a waste of time.

Does anyone have experience working with RTG's dispute system (www.centraldisputesystem.com)? If they're as ineffectual as WinPalace I figure I'll just fall back on the FBI's online fraud site ( http://www.ic3.gov/complaint/default.aspx) which has actually been very helpful to me in the past, even when it involved gambling. They're just kinda slow. Does anyone know of faster resources?

Any other ideas? It's funny how winpalacescam.com is already registered -- for over a year! I guess I'll have to think of a different domain name to air grievances and post all the chat logs / email transcripts etc should this continue into the week.

Whoa, slow down cowboy.

I had a lot of problems with Club World, but they did finally approve my docs.  

I just figured I'd let you know that I won a random jackpot at Winpalace for $2,500 a few months back and it wasn't from a deposit I made, it was from, like $2 in comps I redeemed.

Anyway, this was the first time I tried to withdraw from them and, after a small bit of bs, they deposited the funds into my bank.

Well, that's the last time I made a withdrawal from them and needless to say, I probably gave most of it back, but I think they are a pretty trustworthy casino.

Good luck on your endeavors!

Hi torrigiano,

Reading your post i think it's been a week waiting for the faxback. You might want to take into consideration that this all took place during the holidays which may of slowed things down and the team had holiday time off.

I agree waiting a week can be frustrating but after being told today that finance will look over faxback you may want to see if things move along quicker now that the holidays are over.

I have not used the RTG dispute system but i wouldn't put much relevance in it otherwise i think many players would have commented on the instant results and satisfaction.

Let us know if there is any word from the finance department in the next day or two.

Lips

Winpalace very good casino

Hi torrigiano,

you can contact Winpalace representative HERE

P.S.
topic title has been adjusted accordingly

Zuga

Well, they finally wrote back, saying that they need a copy of my credit card, front and back.

How very unpredictable  *-*

Problem is, I already sent that to them. Nice, clear, color photos, too! The silver on the numbers on the front of the card has worn off a bit so I even took an angled photo to create highlights for easier viewing.

Zuga, I'm not sure what you mean by "topic title has been adjusted accordingly." This is a scam. They failed to meet their scheduled and rescheduled deadlines. If you're going to edit that out, I feel like this forum may have a vested interest in protecting WinPalace and its shady business practices.

RTG's Central Disputes System only gives you 60 days to file a complaint. Given that it has taken over a week only for them to deny a faxback for no reason, I have every reason to "speed up" and not slow down.

torrigiano,

to put it bluntly, theres other ways or words of relaying your complaint than just straight bashing a casino, zuga and alot of the mods don't really like it, and if i'm not mistaken it's really not allowed, some people really like win palace and have no problems.. but saying they are a scam because of the rumble through cash-out or not getting it quick enough to your very own liking or your own definition of how a casino should be run is not being fair by calling scam...

Bashing? Sorry, Imagin.ation, but it's not libel if it's true.

They can run their casino however they want. When they decided to take my money and refused to allow me to cash out in the first time window (1-3 days), they became a scam by definition.

I then allowed an entire week to go by, giving them the benefit of the doubt. In this time period they simply gave me more and more excuses. I am not bashing the casino. If I were bashing the casino I'd come up with a bunch of insults to call them. Instead, I'm calling it what it is.

Reality check torrigiano ... The send your docs again stuff that you seem so incensed about is the norm with online casinos... There are a very very few casinos out there that will not make you jump through some hoops to get your cashout... particularly if it is your first time with that casino.

I can't say I see why it is this way, or that I like it... but it is a reality of online gaming. If this is so crazy making for you, perhaps another pastime would be better for you. Winpalace is one of the more reputable casinos out there these days and believe me their hoops you need to jump through are considerably less than some casinos. This much upset over only a 1 week wait, during a holiday seems pretty excessive.

As zuga pointed out with his link there is a casino rep here to help you with problems you might have with the casino and the casino reps are very effective in getting a resolution for a player, but you have to give them a chance and time to act.

katt

Hi,

In general Faxbacks are and should be approved within 2 business days. i will check why it took longer (since the time your docs were received).

I will also ask to check regarding the Inbox being full- probably some tech issue-happens. will be solved.

Best regards,
Daniel

they do this as a HUGE stall tactic.....they all have shady business practices.......any industry that knowingly allows people to gamble when they KNOW that it is against the law in some places...YET doesnt care...because they know they can be as slow and provide the crappiest service possible because the players are mostly addicted to gambling and will do anything to get their fix.  We would not accept this in any other industry,  yet over time we have accepted it because we know we are dealing with companies who have no problem with taking money from someone who may or may not be breaking the law.  The online gambling industry is shady and deals with alot of illegal things.  This is a fact.  They run their businesses as such....SLOPPY, SLOW AND CRAPPY.  we shall see who goes and runs once the US gov decides to get its cut of the pie.  WE PLAY BECAUSE WE ARE ADDICTS PEOPLE! 

it's pretty clear why it is this way. it's because people like you have simply accepted it, and do not protest it.

Hi,

No reason to fight. You have missed my post. I'm the rep for Winpalace.

I will check things and update you.

Best regards,
Daniel

No.. we've all been through it,and you will too, now matter how much you protest it.. every single thing WILL remain the same.. we've gotten our money the same amount of time without calling casinos a scam as you will calling them one, so calm down chill out.. what will be will be! More then likely it was the holidays as Lips said.. alot of place of businesses had tocatch up afterwards.

Daniel, I did miss your post, and apologize for that.

Docs were received after hours Wednesday, from what I was told by Jordan (well, whoever uses the jordan@winpalace.com email address -- I assume this is not his name given that his surname is different in the emails he has sent me vs. how other members have referred to him on this and other forums).

As far as I can tell, the reason "Lori" in finance denied it was due to illegibility. Problem is, some of the silver coating from my card rubbed off a long time ago, so I actually went really far out of my way to take a picture at an angle that was actually legible (with light hitting the numbers in the right areas). There's nothing I can resubmit that will look better.

Even tiny brick-and-mortar retail businesses know to hire extra help every holiday season. Why shouldn't casinos be held to the same standard?

I'd probably be more reserved in my tone if account manager Jordan hadn't literally told me that he wanted to use a taser on the members of the finance department out of his own/internal frustration with them. Go ahead and check the logs, Daniel -- those are Jordan's words.

Well don't feel too bad. My wife is in the same situation with Golden Cherry. She sent in her docs last wednesday. On Saturday she checked with Support. They told her it should be reviewed on Monday. Monday came support told her 5 business days. Today she checked again. She was told 10 business days, by a CS rep named Patrick. We're not feeling this casino one bit!!!!

How's that update coming along?

Yeah, didn't think so.

This is WinPalace's mantra.

"We we update you, and no we will not tell you when, and when we do we will only stall some more"

Torrigiano, I'm not a casino employee. I work for the marketing company, so it takes me a bit of time to check things with them, especially since it was midnight here when i replayed (the CS do work at nights, but i don't).

I usually do what i said i would, but please a bit of patience.

This is the one thing I do not like about playing at online casinos.  I just now play for fun.  If I want to win real money I would go to a real casino where if you win you get the money right there.  In my own opinion I think its crazy to send in all the information, I have had my email, facebook, credit card stolen ever since I send back information to 3 casinos.  I wont do it anymore.  I feel if a casino wants to verify that its really you, they should call you.  Sending in all the information about your life is outtaline in my opinion therefore, I play only on free chips for fun.  if i do win well more free play for me
Oh I must add that when I did send in the forms none of them were accepted, I feel they will find every excuse not to accept the forms to prevent withdrawls.  These are just my opinions. 

i am also playing for fun i also play at the casino 2 hrs away from my home.Im hoping soon there will be good casinos for the USA it would be nice.

We went casino in North Carolina this weekend. Slots were tight and table min were set at $15. WOW !

Thanks Daniel for clarifying your position.

After they requested another photo last night I simply took the one I already had, brought it into Photoshop and doubled its size. It really wasn't too hard to see in the first place. I was told that the inability to see one specifc zero was the problem ( - the easiest number to see) and they have now approved my faxback. Based on their accepting the exact same photograph, I feel like this was probably just to stall. What I did to the image is something anyone can do on any computer for free.

I just put in a wire request. Because the faxback took seven times longer than stated, I'm expecting the ball might start rolling in 70 days.

Even if they do eventually pay me -- heck, even if they doubled the $ for my trouble    -- I still could not ever recommend this casino to anyone and would advise all to stay away. So long as emails bounce due to a full inbox, and so long as their own account managers are telling me that their financial department is understaffed, slow, and deserving of being physically assaulted, then they obviously have some serious issues to work out internally.

Good for you! I think that's probably a wise choice. Fortunately the card I used is one I like to refer to as a "burner" -- every time a sketchy organization needs a credit card, I use this one, and have my credit card company replace it as soon as I get my money/whatever I bought. I also use very strong passwords.

The reason why the asked for another photo is because it wasn't clear in the one you sent a week ago. and it it important to be done.
It took one additional day! the problem was that you have been waiting long for them to let you know that it's needed- and that is not correct.

Anyway, congrats on your winnings.

GOOD NEWS

The money is in my bank account. Wire went through, and in full, too (not in installments as some others have posted about having problems with on various forums).

I'm not sure if using RTG's dispute system helped, or if pasting the same complaint on multiple casino forums helped, but I didn't make any progress on the faxback issue until I did those two things and so I encourage others to do the same if they are not getting results. (I understand that correlation != causation, but it can't hurt in this case).

I would also encourage those having a problem to try and speak with Jordan. He probably hates my guts, but he also seems to hate WinPalace's financial department and it's good to have a common enemy.

Which leads me to my final review which is to say that while WinPalace paid out, and probably will pay out eventually to most gamblers, I still have a sour taste about the lack of professionalism, the delays and missed deadlines that get blamed on "finance" with whom no one internally seems able to be in touch with directly and who the account managers are not happy with, etc, etc. The fact that they accepted the exact same credit card photo after I simply zoomed it in for them -- that was a stall tactic.  And so I have very little confidence in this casino. I might some day give them another chance, but the complete lack of ability to contact the people who could actually do anything (finance) makes me uncomfortable.

Further, their email system runs on the free/ad-supported version of Google Apps ( http://www.google.com/a/winpalace.com). They should probably take the time to read this: http://mail.google.com/support/bin/answer.py?answer=6558. This is why emails to faxback@ and finance@ constantly bounce as they've gone over each inbox's respective 7GB limit. It's also against Google's Terms of Service to use the "standard" account as a business, so they might want to look into doing things legally, too. Plus they'd get 25GB per inbox so things would stop bouncing. But what do I know?

If WinPalace can learn from this, I hope they do. Gambling's what we do in the games; it shouldn't be what we have to do in building a trusting relationship with the casino itself.

Anyway, back to Indian casinos and occasional drives to Reno for me until the addiction nags, I suppose.

Glad you got it torrigiano.  I'm sure Daniel had a lot to do with sorting out your withdrawal.  He is one of the best reps around.  If he can help, he will and if he can't help, he will say so from outset. 

blue

Hi,

Glad you got it.

Nothing from the any dispute system or anything of that kind has reached us :-)

It would do the same if you contacted any of the reps or me, publicly or privately. You would be also paid without contacting any rep, this just speed things up a bit.

Best regards,
Daniel