Deposit not credited

RESOLVED
vvuurentl United Kingdom
posted on June 4, 2015.

I made a deposit more than a day ago. My account has not yet been credited. .I have been told to give it one day. Its been more than a day now. I am frustrated and there is no land line to call to resolve this. Support not much help either..they just keep offering me free bonus "obviously attached with the usual wagering requirements" it almost feels like they are trying to force me to take the bonus whilst waiting for my deposit to clear.
Dissapointed and ready to take steps.

posted on June 5, 2015.

Hi vvuurentl,

Sorry to hear that there was problem with your last $25 deposit. I see that our Billing Department has addressed this matter with a great deal of attention and the highest possible priority yesterday. Let me just briefly mention the steps they made:

1/ explaining what happened

> From: SLOTLAND Billing Department
> Date: 04/06/2015 9:38 AM (GMT+02:00)
> To: ***
> Subject: Re: Deposit not reflecting (VVUURENTL)
>
>
> Dear ***,
>
> This is Christine Larson from the Billing Department and I am writing regarding the pending deposits.
>
> They had been processing for unusually long due to a communication error between the banks. We apologize for any possible inconvenience. Finally, both ended up unsuccessfully so your card won't be charged. There was some issue with 3Ds verification of the transactions. Were you able to complete it?
>
> Please do not hesitate to contact us again if you have any additional questions in this matter.
>
> Sincerely,
> Christine Larson
> Billing Department

2/ offering you a way to prove your point, which would give us essential info we need when communicating with our bank:

> Hello Tracy,
>
> Could you please send your bank statement with the transactions visible? According to our records
> you should not have been charged. The statement can be sent either via fax (+1 775-249-8967) or via
> e-mail. Once we get it, we'll take further steps.
>
> Thanks in advance for your cooperation. I am awaiting your response.
>
> Sincerely,
> Christine Larson
> Billing Department

3/ our Customer Support offered you a reconciliation by offering you bonuses

In short, once in a blue moon a deposit gets stuck in between the banks while according to our files in this particular case it shows that you should have never been charged.

If you really were, you can only prove by faxing/emailing your bank statement. We never received the money though.

FYI, it usually helps getting touch with your bank requesting the pending block to be removed, while this can take anything between a few minutes or days, depending on what bank you have and how much they care about their customers.

Lastly, after being a Slotland for almost a year, I'm sure you understand that we never ever meant to turn you away from Slotland, nor to cause you any headaches, for which please accept our deepest apology. Hopefully this gets resolved soon.


Kind regards

Jack Jelinek
Marketing Department
Slotland Entertainment

AskGamblers
posted on June 9, 2015.

@vvuurentl,
Is this complaint resolved, can we close it? Thank you.

posted on June 9, 2015.

Following up ---

After digging deeper, we have discovered that you are having trouble funding your account because of a problem with one of the security features of your card, vvuurentl.

It's the 3Dsecure, 2-step verification process, where you need to verify your transaction with a one-time code that's usually sent via sms. For some reason, this is the point where all your recent transactions failed, including the one made just a few dozen minutes ago.

We have made some additional adjustments to your account, so please try giving it another shot, or contact our billing/customer support for more info on how to proceed further.

Hoping to have this resolved soon.


Cheers Jack


p.s. FYI, I'll be out of town for the next day or two, so I may not be able to reply swiftly to any of your response. Another reason to contact the casino directly rather than any middle man. Regardless how cool AG is ;)

posted on June 9, 2015.

QUICK UPDATE:

This seems to be resolved, as vvuurentl was able to successfully resume depositing. Congrats to us all ;)


Cheers Jack

AskGamblers
posted on June 13, 2015.

@vvuurentl,
Can you please confirm, so we can close this complaint? Thank you.

AskGamblers
posted on June 17, 2015.

@vvuurentl,
It's a nice practice to confirm if your compliant is resolved or not, thank you.