I made a withdrawal of 990 euros from actiononline casino on March 18th. It didn't arrive to neteller and I heard nothing from them, so I thought I'd get in touch. I went to their website and read the following:
1) Live Chat: You can contact us from the Casino Lobby where you will find a link to our Live Chat.
Well this just isn't true, there's no link to livechat in the casino lobby, or on their website.
So I thought I'd send them an email, and found the email addresses on the support page on their website. I sent them an email to [email protected]. Two days later it bounced back to me. So then I sent an email to [email protected]. Two days later that bounced back too.
So I thought I'd phone them on the numbers on their website. As I don't live in the USA I couldn't use the toll free number, so I had to dial this:
Countries not listed above please dial 1-632-756-7866 for phone and 1-632-756-7867 for fax . Toll charges apply.
It didn't work. I tried dialing it without the "1" and ended up at a recorded message saying I'd reached actiononlinecasino. It repeated itself three times and hung up on me.
I kept trying over the next few days and finally got through to somebody who told me my withdrawal had been returned to my casino account because I hadn't sent ID documents, and that I should send them to support@ actiononline.com.
No problem, I scanned my ID and sent it to that address. Two days later it bounced back to me. I tried sending from a different email address / domain, 2 days later it bounced back there too.
I phoned today and asked the CS guy, Ryan, to send me an email, which he did, and to stay on the line while I replied to it, attaching my documents. I received his email, clicked on reply and sent my documents back. He said it didn't arrive, although my email program (yahoo) said it had been sent. I'm expecting it to bounce back in a couple of days.
Ryan said I could fax my documents to 1 268 481 2254. I tried, and it rang at their end, but never picked up. I phoned again, and was told their international fax number is 632 756 7867. I have just tried faxing my documents to that number 4 times, and have had two "no reply"s and two "communication error" fax reports back.
It is now six weeks since I made my withdrawal. The current position is that they will not process my withdrawal until they receive my documents, but every email I send is bounced back and their fax machines don't work. (They also advertise a livechat feature that doesn't exist, and you have to be very lucky to get them on the phone, to be told again to send your documents by email or fax � ). The result is that I can't get my documents to them (which I see as their fault, how about an email address / fax number that works?), which they are using as a reason not to pay me.
actiononline.com are Playtech, and don't seem to have a rep here. I would be very grateful for any suggestions on how to proceed. If anyone would like to test sending emails to this casino and finds an address that works / doesn't bounce back 2-3 days later I'd be interested in that too. A few more bounces would confirm that it's not just me, but a problem with the casino, because I've never had a problem like this before.
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