Win Palace DOC Dilemma

[torrigiano]

At least I'm not the only one having trouble with this sketchy casino. If a mod can contact a rep, my username there is the same as it is here. 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 again, last night, sent me an almost identical email trying to tell me today would be the lucky day that finance will finally look at things.Well, they did, and guess what? They didn't like my faxback. Big surprise.  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, as it does on every card, so I went really far out of my way to take a picture at an angle that was actually legible (with light hitting the numbers and letters in the right areas). Looking at it closely, it isn't hard to see. There's nothing I can resubmit that will look better. They are stalling on this for no reason (unless maybe it's harder for them to sell my CC# to a third party without a better photograph). 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). You know what else Jordan told me? That he wanted to use a taser on the finance department. He's just reassigning blame by saying that, but I do believe him. 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 and I'll never see my money, ever. Has anyone ever used RTG's Central Dispute System (http://www.centraldisputesystem.com/form.asp?casinoID=1005) with success? There are of course other options available to me (none of which involve working with WinPalace) but I'd really just like for this to be over and do what's easiest for all parties involved.    -- Edited by Mben on Wednesday 4th of January 2012 01:27:16 PM

 

[mixx]

RE: Win Palace took my money and ran.

Wow I wish u luck with this. Jordan is a cool person and hopefully he will help you get through this.

 

[torrigiano]

RE: Win Palace took my money and ran.

Thanks, I hope so too. He is obviously frustrated with the problem as well... the bottleneck is very plainly the finance department.Everyone I chatted with told me that not only do I have no way of directly contacting finance (other than their flaky email address), but neither do they. Finance seems to run on its own clock. Totally unacceptable. 

 

[krystalkitty]

RE: Win Palace took my money and ran.

FYI: I have always gotten paid by them! I never had a problem with them receiving my docs either! Sorry you are having problems!!

 

[omeg]

RE: Win Palace took my money and ran.

I too am sorry you are having a difficult time with Win Palace. We have many happy players from there here at our forum that play and get paid.Although I am a moderator, it is always hard to decide who we are able to help and who we arent able to help.  You being a new member always makes it a little more difficult as we dont have a history of you, and we have been fibbed to in the past in situations like this.  Not saying your story isnt 100% true you understand.Mben, our top Moderator, and Belgamo our administrator will be able answer this post with the decision on whether we are able to look into your situation or not.I wanted you to know your post has been received though, and we are looking into it.                                                                                     Pam

 

[Mben]

RE: Win Palace took my money and ran.

torrigiano, after reading about your issue on another forum, I will say it looks like your in good hands with Daniel, one of the WP's reps. I have a couple of questions .... why are you taking pictures of the CC and not scanning it? Also, have you tried the rub the numbers on a piece of paper with a pencil trick and sending that in hopes they can put the two (your CC photo and the pencil rub) together and make out your card number?Win Palace pays. I have never heard of them not paying a player the whole time they have been in business. And they have very upstanding reps who go the extra mile to help players all the time. I do hope you get this sorted out and see your winnings very soon. (ps- I have changed your title of your post here on this forum as they did at the other only because it is not fair to the casino. It is your opinion they took your money and ran but that's not the case. It's a case of absolute verification and that is what you and Daniel are working towards.)

 

[torrigiano]

Thanks very much everyone for your reassurances.I didn't scan the card because I don't have a scanner. They were pretty explicit in telling me that photographs were fine.I'm not sure if you've ever seen one of the Amazon.com rewards cards, but they are a  dark blue. My best bet was just to handle the lighting as best I could.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 no 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. 

 

[mixx]

When you are taking a picture instead of scanning, you got to understand why they are tripping. It probably looks like it has been edited in photoshop which you admitted was very easy for anyone to do. Go to Kinko's or a friend that has a scanner and just have all these docs ready for the casinos when you are playing online. I plan on winning when I play so I keep all these docs ready and updated so it can hopefully speed up the process. It is usually faster the second time around. I miss the English Harbour casino group, and Microgaming also!!! They made life easier lol!!!!

 

[torrigiano]

It's actually much easier to edit a scan that a photograph because the base image you're working with will have a much higher PPI and color depth. So I fail to see your point.If they don't like photographs, they should say so and not accept them.If they are going to accept photographs but the caveat is that they're going to take much longer to process, they should say so.It's really a lot easier speak in truths than vagueries. I'm not sure why they make it so hard on themselves.

 

[IEatGoanna]

Seems to be a few issues with that casino of late.Good luck

 

[milkman]

torrigiano wrote: It's actually much easier to edit a scan that a photograph because the base image you're working with will have a much higher PPI and color depth. So I fail to see your point.If they don't like photographs, they should say so and not accept them.If they are going to accept photographs but the caveat is that they're going to take much longer to process, they should say so.It's really a lot easier speak in truths than vagueries. I'm not sure why they make it so hard on themselves."

"
"
you don't have a scanner so how do u know that. i have 1 and never had a problem with my docs anywhere"

 

[torrigiano]

mlkmn5029 wrote: you don't have a scanner so how do u know that. i have 1 and never had a problem with my docs anywhere

 Because I used one of three production quality scanners just about every day for 4 years when I worked for a digital imaging and design firm.Then I started gambling. 

 

[omeg]

I'm really glad they accepted your forms this time torrigiano.Hopefully it wont be too long and you will have your money. I know it is unlikely you will play there again, but we do have many members that are playing and being paid reguarly.Everyone has their own opinion of different casinos. You have obviously been thru alot with them as far as going thru the hoops to get paid. If you do play there again, now that they have your forms on file, it very well may be much quicker next time for you.  Alot of times 2nd withdrawls go much quicker, and I know this from experience is all.Good luck to you, and keep us up to date.                                                                         Pam

 

[LIMODANE55]

So, how did it go? DID you get your $ ???

 

[p0kahontis]

hey e1,my username is p0kahontis at club world, lucky red, and aladdins. those bonuses you guys gave us during xmas and new years was great. But it sucks for people like me who have a bday jan 5 and you use those bonuses as a reason not to give me my bday gift. i was given 50 dollars at lucky red and nothing no where else because of those bonuses. IT'S NOT FAIR. THOSE BONUSES ARE FOR E1. To add insult to injury, i get 50 at lucky red and in the last six months i maybe deposited 500. For the year of course my deposits are more. After deposits freebies should not be counted against us when it comes to our bday bonuses. In the last six months, I have deposited over 1200 dollars at club world and for the year it is way more. And i can't get a freewbie for my bday. At Aladdins i deposited a minimum of 600 for the last six months and way more for the year and nothing from them. Because of the three holiday bonuses we were given, i got no bday bonus. I was told by support that you get those bonuses at the casinos you deposit more to.My cousin rarely deposits and there bday was right before xmas. They got 100 from club world, and 50 from both aladdins and lucky red. What kind of s--t is that.sincerely,unhappy forty year old i just want my belated bday bonus

 

[krystalkitty]

FYI: Withdrawals at WP typically take 5-10 to approve, then 2-5 days to appear in the bank!!!

 

[Mben]

p0kahontis wrote: my username is p0kahontis at club world, lucky red, and aladdins. those bonuses you guys gave us during xmas and new years was great. But it sucks for people like me who have a bday jan 5 and you use those bonuses as a reason not to give me my bday gift.

I don't want to throw this thread about Win Palace off more than it is with this post, but did you make any deposits into the casinos after the holiday chips were claimed? They would be more apt to give you a bday chip, I would think, but don't know for sure. 

 

[tking1]

I turn 42 on JAN16th and deposit at the club world group so I let you know what get. I used the free chips during the holiday and won $250 from allstarslots from the new years one. I have deposited at a few of them since getting the freechips.

 

[omeg]

tking1 wrote: I turn 42 on JAN16th and deposit at the club world group so I let you know what get. I used the free chips during the holiday and won $250 from allstarslots from the new years one. I have deposited at a few of them since getting the freechips.

 Thanks tking1 in advance for letting us know how they treat you for your Birthday as you are depositor.  Maybe depositing after the free chips came in , is the ticket.                                                                                Pam

 

[torrigiano]

Thanks Pam. It's good to have an outlet and source here for supportive gamblers in similar situtions. GOOD NEWS Welp, 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).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.

 

[omeg]

I'm thrilled you got paid. Thank you for the information on your situation, and may it help others who are struggling to get paid.You raise some good interesting points, ecspecially about their email.   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. - Well saidCongrats on your cashout.                                                                            Pam