RESOLVED - Slotastic Casino, Christmas withdrawal

I always get my funds via W.U.
I have never had a problem with either JPC or GVC casino. 
Received my payout information in about 3-4 days after requesting a withdrawal.
Now all 3 casinos; JPC, GVC and Slotastic are under one owner, I felt comfortable using  W.U.

On Christmas Day I requested a withdrawal for $800 via W.U

On Tuesday, December 30, 2014 <slotastic@swiftassistance.com> wrote:
Congratulations on your winnings.
"Unfortunately Western Union have a temporary limit block on the range of payouts between $600-$1000.
We have placed the funds back on your casino account and kindly ask you to re-submit via another method."

I didn't know what to do.
I saw the "card pay" option with a $9 fee.
On Tuesday,12/30/2014, the same day my W.U. payout was denied, I wrote them back.
I requested a smaller withdrawal, $500 via "Card Pay."

On Friday, January 2, 2015 Slotastic <support@slotastic.com> wrote:
PAYOUT PROCESSED
Your Payout of $ 500.00 USD has been processed. Method: CardForce
You requested the payout on 1/2/2015 so, the estimated time frame for the funds to become available is on 1/16/2015.

On 01//08/2015  I sent Slotastic an email.
Could I cancel the "card pay" withdrawal and have it sent W.U. 
You said Western Union have a temporary limit block on the range of payouts between $600-$1000.
My withdrawal is below that block now.
I was reading at the forum, the card I am using "netSpend" has been rejecting these type payments and blocking and even suspending accounts.

On Friday, January 9, 2015 "support@slotastic.com" wrote:
Unfortunately we cannot cancel the payout since it has been released on the 2nd of January, the money has been already sent to our service provider.
We have been working with net-spend cards and can report no issues with it.

The money was not in my account on Friday, 01/16/2015.
I sent an email to let them know their was no payment.

On Friday, January 16, 2015 <support@slotastic.com> wrote:
After thoroughly checked with our service provider, they confirmed that the money were sent yesterday and should hit your account some day next week.

The email they sent on 1/16/2015 really bothered me.
They said "they sent it yesterday."
From 01/02/2015 and all the way up until 01/09/2015 Slotastic continued to confirm that my payment had been processed on their end on 01/02/2015.
On 01/08/2015, I asked if I could cancel the "card pay" withdrawal and send it to me by
Western Union.
They kept saying, unfortunately we cannot cancel the payout since it has been released on the 2nd of January, the money has been already sent to our service provider.

The money had not been released.  The money was still there.
The money was not released until 01/15/2015.
If they had really checked with the processor they could have found that out that the money was still there.
We could have canceled the "card pay" withdrawal on 01/09/2015.
They could have sent the payout via W.U.

Now I have this terrible problem. I tried to explain it in an email on 01/08/2015.
NetSpend posted the payout in my account on Saturday morning
Then netSpend put a block on my account so I cannot retrieve it,
unless there is a payment to the same people on my account for the same amount.

On Saturday 01/17/2015, I sent Slotastic an email.
l requested the payment processor do a charge-back
to retrieve the payout from my netSpend account and send the payout via W.U.


I am hoping that the rep can help.
Is there anyone who has had this happen to them and has any advice that will help the situation.
Until the last few months of this year, I was a diamond VIP at JPC and also a VIP at GVC.
It's just a mess.

jade

I have forwarded this topic to the casino Reps.

Hope they reply soon.

cheers
Zuga

HI there,

Please provide your username so we can check on this issue.

There were some unusual long delays which occurred during the holiday season, but I would like to ensure your matter is dealt with as a top priority.

Kind regards,
Yasmeen

Thank you Yasmeen.
My user name is debbydug

Hello Yasmeen,

I just spoke to netSpend customer service. 
They told me that they are waiting for the merchant (your processor) to collect the funds via chargeback.
So there should be no problem retrieving the $500 from my account.
They refuse to take the block off my account until the funds are removed.

Hi Jade,

I've just responded to you via Private Message.

Kind regards,
Yasmeen

Everything is now in process, just have to wait.
I will update again when I receive my winnings via W.U.

Thank you for your prompt attention in this matter Yasmeen.

Thank you Zuga and LCB, much gratitude for all the help and concern.

jade

Yes please keep us posted Jade, so once you get the monies we can upgrade this topic to resolved.

cheers

Yasmeen,
I was just told by netSpend that the $500.00 was returned to (the processor) the merchant on 01/23/2015.
Could you please tell me how long it will take you to get my money via W.U.

I sent Yasmeen a pm just in case she did not have time to check the topic posts.
When I sent the pm her online light was green, but mine is probably always on too even if I'm not at the computer, the website is just is minimized.

I'm sorry if I seem overzealous about this withdrawal, but I have been waiting a long time and the more time passes the more frustrated I become.

jade   

Below is the email I received this AM and also my immediate reply.


Thank you for your patience as you await your pay out issue to be resolved.

We are pleased to inform you that our service provider confirmed that the funds are credited back to us. Please accept our apologies for the delay.
Kindly advise us which alternative pay out method would you prefer, so we can re-process your pay out as soon as possible.

Should you require any further information or assistance, please feel free to contact us.

Yours Sincerely,
Emma
Casino Payments


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me
To support@slotastic.com Today at 9:30 AM

Please send my winnings Western Union.

I just received a pm from Yasmeen.
It was funny because I was just going to send her a pm letting her know the email I received from
Slotastics payment department.

Thanks for your message.

The funds were only credited to our account today.

Your Western Union will be processed today and hopefully the pick-up details will be ready tomorrow. If they aren't you will for sure get this before the end of the week.

Best regards,
Yasmeen

She has kept her word and I am very appreciative.
What a wonderful perk, LCB has these Casino Reps right here for their members to help get their casino issues resolved.
Not only that, LCB will help by doing whatever it take to assist ...............

Wish me luck closing this one out!

jade

I just received this email.
I am beginning to be impressed by the way the casino is handling this issue.

Your pay out has been processed now via Western union for the amount of $509.00 (we applied no processing fees). Whenever we receive the pick-up details, we will inform you via Email. Your patience and understanding are highly appreciated.

Should you require any further information or assistance, please feel free to contact us.

Yours Sincerely,
Emma
Casino Payments

Hi,

It is so refreshing to read about the super way this casino handled one of its player's problems.  More often than not it is the other way around; the player is getting the run around by whatever means the casino deems appropriate at that time. 

I am happy for you that your problem has been met with the best possible solution, a profitable one!    Wouldn't It be nice if all player’s legitimate problems had this type of positive solution?    A true "Win-Win" for all involved.

Good Luck to you in your future gaming adventures!

I finally got my winnings via W.U.,  yesterday!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Thanks again to Yasmeen.

And thank you LCB.
If I hadn't had this forum to come and voice my complaint, I do not believe it would have worked out as fast.
Only at LCB.........

jade 

That's great news Jade, glad it got sorted out.