Trada Withdrawal Issue 😬

[m8ttslots]

Hey AG, 

I'm a longtime gambler and have come across a similar issue at lots of other casino's but no other's has it felt like I'm talking to a brick wall . I used trada many times before their change to Apire and I guess, i feel like I stupidly deposited without checking out any changes at the weekend, I made 2 deposits of £250, and I had 2 pending withdrawals for £750 and £752 (stupidly decided to reverse this one and didn't get so lucky.) 

But yes new platform provided verification details immediately once i realised that they required it. However my Mastercard (DEBIT) that I deposit on doesn't allow withdrawals from MOST online casino's for some it works most it doesn't ( i don't know why, my bank just tell me that they don't support this kind of withdrawal. ) So now the money is kind of stuck in limbo, at other casino's where this has happened I've been able to easily liaise with my VIP rep and the payment's team to get it processed to another method fast. However so far it feels like i'm a little stuck, firstly being told there was no issue with my withdrawal ( That gone through fine etc, which I'm fully aware it hasn't ), then unable to confirm where it's at etc.

I'm hoping that I may be able to get a little more luck here as Trada have a rep here? 

Thanks
M8TT

[cocopop3011]

Hi and welcome to the forum! Yes we do have a rep for this casino @Conor@Trada

Can you not make a withdrawal via bank transfer/wire. We've had lots of posts about withdrawals to Mastercard ad generally a withdrawal to bank solves the issue. Which country are you playing from?

[pinnit2015]

The mastercard withdrawal thing is weird - I don't know if it's something to do with when the card was issued etc, or who the casino use to process?

Eg - Leo Vegas used to tell me - needs to be bank withdrawal

But 30 minutes later I'd withdraw from Casumo and it'd be back on the card.

[cocopop3011]

49 minutes ago, pinnit2015 said:

The mastercard withdrawal thing is weird - I don't know if it's something to do with when the card was issued etc, or who the casino use to process?

Eg - Leo Vegas used to tell me - needs to be bank withdrawal

But 30 minutes later I'd withdraw from Casumo and it'd be back on the card.

Withdrew at Casumo to Mastercard? See now I always thought that all Mastercards were restricted to withdrawas back to them?

[m8ttslots]

Well at the minute they are telling me that the accounting team is waiting for the funds to bounce back into their bank account. But i had a string of notifications earlier where they attempted to do the same payment to my bank multiple times and they would've had the same response from my bank every time (Basically computer says no).

I have asked them about bank transfer and they have said yes but this must be a bank account that is linked to the card that I used (which does not accept bank transfer's from international bank accounts). They have said I cannot provide them details of another bank account which does. I have also provided them proof from my bank that it does not accept payments from international bank accounts.

Before Trada changed to the new platform, their support enabled me to deposit with my debit card and withdraw via trustly and there was never any issues. 

Also I'm playing from the UK.

[m8ttslots]

1 minute ago, cocopop3011 said:

Withdrew at Casumo to Mastercard? See now I always thought that all Mastercards were restricted to withdrawas back to them?

Someone from my bank explained how credit's onto card's work. There is essentially two ways of processing it. 

1) Where they say to the bank - Hey can we have an authorisation code / ARN please, we want to send £500 back to this mastercard, and the bank says SURE heres a code, i'll watch out for the money OR the bank says NO YOU CAN'T HAVE A CODE
2) Where they don't say anything to the bank and just send the money to the card, and suddenly a few days later the card is like OH WOW I HAVE MONEY. 

When you go into most shops etc if you get a refund on your card, they use action number 2, they just refund the money to your card. I've found that any casino that uses action 2 is fine, so Sky Casino, Genting Bet,Betfair (sorry if i'm not supposed to name them). But almost every casino i've used attempts to use the method 1 that I have described which most mastercards don't accept.

[cocopop3011]

2 minutes ago, m8ttslots said:

Well at the minute they are telling me that the accounting team is waiting for the funds to bounce back into their bank account. But i had a string of notifications earlier where they attempted to do the same payment to my bank multiple times and they would've had the same response from my bank every time (Basically computer says no).

I have asked them about bank transfer and they have said yes but this must be a bank account that is linked to the card that I used (which does not accept bank transfer's from international bank accounts). They have said I cannot provide them details of another bank account which does. I have also provided them proof from my bank that it does not accept payments from international bank accounts.

Before Trada changed to the new platform, their support enabled me to deposit with my debit card and withdraw via trustly and there was never any issues. 

Also I'm playing from the UK.

I can't see the issue with withdrawing to a different bank tbh. Hopefully the rep can answer tomorrow but please try and be patience because I am almost certain this particular brand will be able to assist in your withdrawal. Do you mind me asking which bank it is and do you have another bank you can use if they are willing to change the details?

Do you not have a Visa Debit?

[m8ttslots]

1 minute ago, cocopop3011 said:

Do you not have a Visa Debit?

I do have another bank which I have offered, I also have a VISA debit but I have not used that on TRADA as of yet.

The bank account that I have used to deposit is Transferwise, I have another account with Natwest which I am happy for them to wire transfer into, I also have a skrill account which I am also more than happy for the funds to go into.

[cocopop3011]

Just now, m8ttslots said:

I do have another bank which I have offered, I also have a VISA debit but I have not used that on Trada as of yet.

The bank account that I have used to deposit is Transferwise, I have another account with Natwest which I am happy for them to wire transfer into, I also have a Skrill account which I am also more than happy for the funds to go into.

I really don't see why they can do a bank transfer to Natwest. Please feel free to PM the rep I have tagged above but I'm sure Conor will reply tomorrow anyway. 

[m8ttslots]

3 minutes ago, cocopop3011 said:

I really don't see why they can do a bank transfer to Natwest. Please feel free to PM the rep I have tagged above but I'm sure Conor will reply tomorrow anyway. 

Well fingers crossed, thanks @cocopop3011, I've sent the rep a DM to provide some information that should enable him to identify me on their platform to hopefully save some time in the first instance! 

[pinnit2015]

19 minutes ago, cocopop3011 said:

Withdrew at Casumo to Mastercard? See now I always thought that all Mastercards were restricted to withdrawas back to them?

Nope - well will be next month or so - good thing was it was back on the card like a trustly withdrawal.

Ikibu used to let you as well and then they declined them etc 

[pinnit2015]

16 minutes ago, m8ttslots said:

Someone from my bank explained how credit's onto card's work. There is essentially two ways of processing it. 

1) Where they say to the bank - Hey can we have an authorisation code / ARN please, we want to send £500 back to this mastercard, and the bank says SURE heres a code, i'll watch out for the money OR the bank says NO YOU CAN'T HAVE A CODE
2) Where they don't say anything to the bank and just send the money to the card, and suddenly a few days later the card is like OH WOW I HAVE MONEY. 

When you go into most shops etc if you get a refund on your card, they use action number 2, they just refund the money to your card. I've found that any casino that uses action 2 is fine, so Sky Casino, Genting Bet,Betfair (sorry if i'm not supposed to name them). But almost every casino i've used attempts to use the method 1 that I have described which most mastercards don't accept.

Interesting!

I did wonder why so many casinos varied over this

[cocopop3011]

40 minutes ago, m8ttslots said:

Well fingers crossed, thanks @cocopop3011, I've sent the rep a DM to provide some information that should enable him to identify me on their platform to hopefully save some time in the first instance! 

Keep us posted. 

[pinnit2015]

On that note - has someone got a reference for why withdrawal method must be back to deposit method? Casino's state this all the time but I can't see anything that mandates this - as said, if you make a deposit with a certain method that doesn't allow w/d, you can normally do a bank transfer if you verify your bank: so what's the difference between that and me depositing via debit card and saying 'Nah, put it to my bank' - the fact that my debit card allows w/d to it? Seems a bit flimsy for AML controls

Again...Sky Vegas will allow me to depo using RBS and w/d back to Barclays (pretty sure)

Plus, Some sites use the Net Deposit method, not the card used last.....

If i phone up/walk into a shop/online, for a refund they will sometimes say 'refund back to the card', sometimes they'll just say 'what's your details etc' - i can buy something and have it out back to another a/c quite easily. 

I've asked quite a few casino's when they say 'AML' to specifically point me to where it says this and....nay luck 

[m8ttslots]

9 minutes ago, pinnit2015 said:

On that note - has someone got a reference for why withdrawal method must be back to deposit method? Casino's state this all the time but I can't see anything that mandates this - as said, if you make a deposit with a certain method that doesn't allow w/d, you can normally do a bank transfer if you verify your bank: so what's the difference between that and me depositing via debit card and saying 'Nah, put it to my bank' - the fact that my debit card allows w/d to it? Seems a bit flimsy for AML controls

 

Some casino's demand this constantly. However I do most my online gaming over at Nektan's Mayfair casino. I always deposit with debit card and withdraw via trustly, Never had any issues there.

Just an update on this case though - Where I'm at this morning is they are telling me they are still waiting for funds to bounce back. I've tried explaining to the live chat person how the banking process actually works having gone through this so many times with other casino's and this damn mastercard! But "once they have bounced back". Apparently they will allow me to withdraw to my skrill in this instance... But i feel like i'm currently waiting for something to happen that can't happen because there simply is nothing to bounce back. This same thing happened at another casino last year, they kept telling me it's in process, in process need to wait 5-7 days, need to wait another 5 days this whole time i was telling them there is nothing to bounce back. When they eventually raised it and looked into it 12 days later they found out that no funds had left their account. 

[pinnit2015]

20 minutes ago, m8ttslots said:

Some casino's demand this constantly. However I do most my online gaming over at Nektan's Mayfair casino. I always deposit with debit card and withdraw via trustly, Never had any issues there.

Just an update on this case though - Where I'm at this morning is they are telling me they are still waiting for funds to bounce back. I've tried explaining to the live chat person how the banking process actually works having gone through this so many times with other casino's and this damn mastercard! But "once they have bounced back". Apparently they will allow me to withdraw to my Skrill in this instance... But i feel like i'm currently waiting for something to happen that can't happen because there simply is nothing to bounce back. This same thing happened at another casino last year, they kept telling me it's in process, in process need to wait 5-7 days, need to wait another 5 days this whole time i was telling them there is nothing to bounce back. When they eventually raised it and looked into it 12 days later they found out that no funds had left their account. 

Unfortunately you're dealing with (sorry, Conor) one of the worst CS in the biz....but luckily one of the best Rep's in Conor, so hopefully he'll be able to have a look. 

If you think they're bad I'd something similar with William Hill and their outsourced CS that took 2hrs of calls to sort what was a simple issue. 

[Fiekie247]

42 minutes ago, pinnit2015 said:

On that note - has someone got a reference for why withdrawal method must be back to deposit method? Casino's state this all the time but I can't see anything that mandates this - as said, if you make a deposit with a certain method that doesn't allow w/d, you can normally do a bank transfer if you verify your bank: so what's the difference between that and me depositing via debit card and saying 'Nah, put it to my bank' - the fact that my debit card allows w/d to it? Seems a bit flimsy for AML controls

Again...Sky Vegas will allow me to depo using RBS and w/d back to Barclays (pretty sure)

Plus, Some sites use the Net Deposit method, not the card used last.....

If i phone up/walk into a shop/online, for a refund they will sometimes say 'refund back to the card', sometimes they'll just say 'what's your details etc' - i can buy something and have it out back to another a/c quite easily. 

I've asked quite a few casino's when they say 'AML' to specifically point me to where it says this and....nay luck 

Now that you mentioned it, I always wonder about this... Look at videoslots, you can only select one withdrawal Methods. Lets say I have Neteller as my withdrawal methods, I can depo in Skrill, E-wallet, Credit Card,  but only withdraw to Neteller, in order to change it is a whole process.

I just personally feel if all your depo methods are verified, then you should be able to deposit with whatever methods as well as withdraw to all available options, provided the method is verified.

[pinnit2015]

3 minutes ago, Fiekie247 said:

Now that you mentioned it, I always wonder about this... Look at Video Slots, you can only select one withdrawal Methods. Lets say I have Neteller as my withdrawal methods, I can depo in Skrill, E-wallet, Credit Card,  but only withdraw to Neteller, in order to change it is a whole process.

I just personally if all your depo methods are verified, then you should be able to deposit with whatever methods as well as withdraw to all available options, provided the method is verified.

I think it's just made up by the casino tbh - we're dealing with electronic payments, it's far harder to mask the source/transfers.

I know some that have a horrible practice of allocating a 100 withdrawals on ratio's between methods: 20 quid to Paypal, 80 to VISA etc. 

Given they all operate differently, I surmise it's a Policy they have, not an actual AML requirement. 

Good point - if you 'KYC' your players, have no indicators that they're an AML risk (and by virtue of you allowing them to continue to play there, you don't), then why should the withdrawal method matter as long as you're content it's theirs?

[Fiekie247]

3 minutes ago, pinnit2015 said:

I think it's just made up by the casino tbh - we're dealing with electronic payments, it's far harder to mask the source/transfers.

I know some that have a horrible practice of allocating a 100 withdrawals on ratio's between methods: 20 quid to Paypal, 80 to VISA etc. 

Given they all operate differently, I surmise it's a Policy they have, not an actual AML requirement. 

Good point - if you 'KYC' your players, have no indicators that they're an AML risk (and by virtue of you allowing them to continue to play there, you don't), then why should the withdrawal method matter as long as you're content it's theirs?

Exactly my point, why do the KYC, when you still wanna tell the players where to withdraw to at the end of the day. You know this whole thing of KYC every method that you used to deposit, is a pain in the arse already, even though we will still comply. 

I actually ask them why the withdrawal method matters - Then they gave me the Fraud story bull!

[pinnit2015]

Just now, Fiekie247 said:

Exactly my point, why do the KYC, when you still wanna tell the players where to withdraw to at the end of the day. You know this whole thing of KYC every method that you used to deposit, is a pain in the arse already, even though we will still comply. 

I actually ask them why the withdrawal method matters - Then they gave me the Fraud story bull!

Lest not forget casinos did, and still do, have a x1 play through requirement (some x3) - they'll tell you it's....yeah, you guessed it, AML - which is nonsense, especially now many (certainly UK casinos) now allow you to withdraw <x1 wagering on the deposit, though may charge an admin fee.

We've now moved from it being an ALM 'rule' (which funnily enough, I still can't see) to it being a mere inconvenience to the casino that is easily rectified by a small fee - that's a bit of a pivot. 

[ValDes]

20 minutes ago, Fiekie247 said:

Now that you mentioned it, I always wonder about this... Look at Video Slots, you can only select one withdrawal Methods. Lets say I have Neteller as my withdrawal methods, I can depo in Skrill, E-wallet, Credit Card,  but only withdraw to Neteller, in order to change it is a whole process.

I just personally feel if all your depo methods are verified, then you should be able to deposit with whatever methods as well as withdraw to all available options, provided the method is verified.

 

17 minutes ago, pinnit2015 said:

I think it's just made up by the casino tbh - we're dealing with electronic payments, it's far harder to mask the source/transfers.

I know some that have a horrible practice of allocating a 100 withdrawals on ratio's between methods: 20 quid to Paypal, 80 to VISA etc. 

Given they all operate differently, I surmise it's a Policy they have, not an actual AML requirement. 

Good point - if you 'KYC' your players, have no indicators that they're an AML risk (and by virtue of you allowing them to continue to play there, you don't), then why should the withdrawal method matter as long as you're content it's theirs?

 

9 minutes ago, Fiekie247 said:

Exactly my point, why do the KYC, when you still wanna tell the players where to withdraw to at the end of the day. You know this whole thing of KYC every method that you used to deposit, is a pain in the arse already, even though we will still comply. 

I actually ask them why the withdrawal method matters - Then they gave me the Fraud story bull!

I think the answer is hidden somewhere between the new AML legislation and certain regulatory requirements referring to payments monitoring. As far as I recall correctly, any operator is free to determine the payment method used by player to transfer most of his life-time funds and set it as a default one. 

[m8ttslots]

31 minutes ago, pinnit2015 said:

Unfortunately you're dealing with (sorry, Conor) one of the worst CS in the biz....but luckily one of the best Rep's in Conor, so hopefully he'll be able to have a look. 

 

Well I recall them being really good when I started playing with them initially at some point early last year. My old VIP manager at Betat suggested Trada and they were great at first. It's only when i took a few months away from them and came back to discover that this is a new platform and the system has gone from a 10 to a 1. But prior to this new system the customer support seemed really good, are they new staff or the same ones?

[Conor@Trada]

Goooood morning everyone

 

@M8ttslots, I've received your PM and I'll see what I can do on my side. I'm sure this one will be an easy fix. Possibly something got miscommunicated along the way

I'll reply to your DM directly once I have a solution

If anything else pops up, give me a shout.

 

Conor

[pinnit2015]

46 minutes ago, m8ttslots said:

Well I recall them being really good when I started playing with them initially at some point early last year. My old VIP manager at BETAT suggested Trada and they were great at first. It's only when i took a few months away from them and came back to discover that this is a new platform and the system has gone from a 10 to a 1. But prior to this new system the customer support seemed really good, are they new staff or the same ones?

It’s, and Conor can correct, AG support now; not their previous ones who were Great.

Shame that the shift in platform removed VISA Direct

[m8ttslots]

16 minutes ago, Conor@Trada said:

Goooood morning everyone

 

@M8ttslots, I've received your PM and I'll see what I can do on my side. I'm sure this one will be an easy fix. Possibly something got miscommunicated along the way

I'll reply to your DM directly once I have a solution

If anything else pops up, give me a shout.

 

Conor

Thanks Conor!

I really appreciate this for a quick resolution!