Thank you so much for Mr. Davis's email; we appreciate that. Unfortunately, his reply to us was that he cannot help us any further, and that we should take it up with the payment processor. He advised us that he has taken Emilia, and her supervisor, Bridget, (Accounting Dept. with Palace of Chance) out of the loop on this and he was taking over. Actually, Emilia and Bridget were already out of the loop, since they stopped answering our phone calls and emails over 2 months ago.
We have advised Mr. Davis that we already had tried contacting the payment processor, Procroft Management Ltd., www.pcrft.com, multiple times and they refuse to answer us. Also, they have recently disconnected their toll-free 866 number. We asked Mr. Davis if he has any other contact addresses or ph. numbers for this processor, which he stated that he will get back to us today (Monday) with that info, but other than that, he cannot do anything further. It is Monday afternoon and still have not heard back from him, maybe because he doesn't have any further contact info other than what we have already used. Procroft won’t talk to us anyway, or answer any of our emails. So, that appears to be a dead horse.
We also advised Mr. Marty Davis that we never wanted to do a chargeback, but Palace of Chance refused to answer our emails or talk to us on the phone about this dispute. We tried multiple times over a few months, but no one would respond. So the only thing left to do was a chargeback. When we finally talked to a casino manager by phone (Ralph), he gave us Emilia's email address in Accounting at POC and said she would help us. We explained everything to Emilia (and Bridget) by phone and by email, and they said they were cancelling the chargeback and that we should all wait for the reversal to come back from Procroft. Accounting then said that when the reversal comes back, the funds would be released. We have an email dated August 12, 2009, from Emilia stating that once the dispute goes to the processor, they will return the funds to our financial institution. That never happened. The reversal never came back, so apparently the payment processor is keeping all the funds.
Palace of Chance should be responsible for who they use as payment processors. Both Palace of Chance and Procroft would not respond to any emails when this all took place; they ignored us completely for a long time, and then wonder why we had to do the chargeback. That could have been prevented if they would just respond to people asking for help with disputes. The Accounting Dept. kept stringing us along for about a year, saying the reversal would come back and then the funds would be released. They said it usually takes 3-6 months for the reversal to come back, but this one never did. Then they completely ignored us. They boast on their website that they have a top-notch customer service support team, available 24/7, but I guess that doesn't include people with disputes.
Askgamblers.com, that you so much for your help. We appreciate you being there and what you do. Unfortunately, this case was not solved successfully; it wasn't solved at all. Now we have seen in several online postings to stay away from Palace of Chance; now we know why.