African Palace / Indio $30,000 non-payment issue: can anyone here assist?

[Caruso]

This matter is now almost two years old. The player is owed just short of $30,000, having received a total of $12,000 from a cashout of over $41,000 back in late 2004. Bryan Bailey has been involved, as has Neteller. Brian Cullingworth has reported on it in his Infopowa news service. Noone has been able to bring the matter to a successful conclusion.

Here are the details, taken from Cullingworth's report, posted at Casinomeister:

CASINO CAUTIONS
10 February 2006

African Palace and Indio criticised by high roller

The operators of African Palace and Indio online casinos have been in many slowpay disputes with players going back to their days as a Futurebet software licensee. When they switched to Playtech software there were hopes in player-land that this wayward conduct would stop, but unfortunately it appears to have become worse with player complaints surfacing regularly.

One issue that stands out from the crowd in terms of both longevity and value is described below by a high roller who mistakenly thought that these casinos would treat him with respect and honesty.

----------------

"In September of 2004 I took part in a weekend promotion running at African Palace Casino and its sister, Indio Casino. The promo was clearly intended to entice well bankrolled players. I received the promotional e-mails, and confirmed that I could participate. Between both accounts, I deposited $25,170 and finally withdrew $41,585, completing the wagering requirements playing mostly VP and some Blackjack.

Then my troubles began. The previously attentive casinos would not respond for weeks as to why I was not being paid, except to say that management was looking into unspecified “irregularities with my accounts.” In November 2004, Neteller very creditably agreed to step in and started investigating this case. After several more months, the casino management finally proposed a settlement of $28,740 for the two accounts, which I agreed to in the interest of resolving this case.

Neteller was the third party in these negotiations and continued to monitor the casino’s compliance. While this was not clear at the time of the agreement, African Palace eventually stated that it was only going to pay the settlement in installments of $3000 per month. The monthly payments started in May of 2005 and then ended after only two months without explanation.

In October 2005, I filed a complaint concerning this case with Playtech’s dispute channel. I never even received a response. However, the next month I received an additional $3000 payment from the casino. Unfortunately, the payments did not continue the following month or thereafter.

To this date I have only received $12,000 of the promised amount and have no expectation I will receive any more."

-------------------

This is a stunning example of casino bad practice, first in not paying out the original $41,585 to a player who had fully complied with all the conditions, and then subsequently in reneging on its own settlement offer. It's a cautionary tale for any other player - high-roller or otherwise....

http://www.casinomeister.com/forums/89185-post149.html


The current situation is actually quite close to resolution on the face of it: the player has recently re-negotiated a deal with the casino which is acceptable to him. However, he asked for written confirmation of the terms, as he does not want to be left hanging again with no backup. The casino has failed to provide written confirmation of this agreement, confirming agreement only for a smaller amount. This is obviously unacceptable to the player. As such, although it seemed on the verge of conclusion, we're back to our Mexican Standoff.

I know at least one GPWA member carries African Palace, but I prefer to cast the net a bit wider here and would like to ask if anyone with a decent business relationship with them is prepared to step in here and help to mediate. If you can, and are successful, it'll be the end of a near two year long dispute over a very large cashout, and you will have succeeded where everyone else, including Bryan Bailey - and Neteller for that matter - has not.

My involvement has been to try to bring pressure on Playtech via the PR team involved with last months IPO (unsuccessfully) and to offer support and advice to the player. I've also considered the possibility of legal action, given Playtech's new "public" face and the fact that I'm in the UK and better placed to handle such a thing, but this is a potential nightmare I really want to avoid.

I can fill in, or the player can, any details which are missing, but the above InfoPowa report covers pretty much everything, and the current situation is exactly as I describe above.

Assistance will be much appreciated.

[bigbcasinos]

I will try see what I can do.

I carry them on my rands pages as they appear to pay efficiently and properly here. It seems they don't keep the same payment schedules with the US Dollar market.

I will contact the affiliate manager and work my way up. I will ask my other South African Rand market friends to phone as well. Maybe a bit of pressure?

[Topboss]

My reply is a bit late but I have just seen the post now. I am also more than happy to try and help as I know these guys pretty well.
I am currently in New Zealand on holiday - but will be back in South Africa on the 22 nd April and I will contact them as soon as I return.

[Caruso]

Great, topboss - thanks a lot . I'll give the player a nudge in your direction.

Thanks for your response too, Brian. Sorry I didn't get around to saying as much earlier.

[bigbcasinos]

I pulled a Topboss on you too as I replied via laptop from the seaside. I just got back and am finding my feet.

Topboss has WAY better contacts than me but I will do what I can till she returns.

[PaskaranP]

Hey Guys,

A quick intro, my name is Paskaran and I am the Affiliate Manager at First Grand. I have come accross this thread and would like to confirm that this case has been resolved.

The player has been contacted by the Casino Manager and both parties have come to an agreement. There was a little misunderstanding, which resulted in this explosion, but again, all has been settled.

Please, drop me a mail at paskaran@firstgrand.com should you require more info, or if you have any queries.

Best Regards,
P. Pather, Affiliate Manager
MSN : paskaran_pather@hotmail.com
ICQ : 232279408

Toll Free Phone:
USA:1800 704 5870, UK: 0800 917 5936
Canada: 1866 682 3483, SA: 0800 66 77 88

First Grand Gaming
http://www.firstgrand.com

[universal4]

Paskaran,

We thank you for stopping in here and giving us an update.

Please stop by more frequently.

Rick
Universal4

[bigbcasinos]

Thanks for stopping by indeed. Now Topboss can enjoy her New Zealand holiday and only have 500 link requests, 1000 e-mails, and one or two changes in bonus offers to deal with when she comes back

[Caruso]

The process of resolution has been initiated; looking forward to reporting a successful conclusion in the near future.

Thanks to anyone at the GPWA who may have given a nudge here or there in the right direction.

[bigbcasinos]

Caruso

Although I nudged, they had already initiated the resolution, so alas, I cannot take credit for that

We will always try though, of that you can be sure.

[PaskaranP]

Hi again,

Thanks for the warm welcome guys and it is a pleasure to be part of this community. I look forward to getting to know you guys and becoming part of the family.

You can be sure you will be hearing more from me and giving my opinion where needed.

Best Regards,
P. Pather, Affiliate Manager
MSN : paskaran_pather@hotmail.com
ICQ : 232279408

Toll Free Phone:
USA:1800 704 5870, UK: 0800 917 5936
Canada: 1866 682 3483, SA: 0800 66 77 88

First Grand Gaming
http://www.firstgrand.com

[Amateur]

Caruso,

Has this been paid?

[Caruso]

Amateur, I'm afraid I know as much as you do. My guess is he is BEING paid. If that ceases to be the case, I figure we'll hear about it.