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Talita V of Ermelo, South Africa, may never have been in a palace, but her money certainly is -- and it is taking quite a bit of time to get it out.
Talita made two withdrawals in May from the African Palace Casino -- one for 100,000 Rand and the other for 80,000 Rand (together, they total $23,700).
Two weeks later she wrote to Gambling Grumbles saying, "After contacting their support team every single day, without results for the last week their public relations manager Leon responded this morning.
"He explained to me that they were waiting for their UK head office to verify the payment. He also said that they would be paying in installments. Apparantly this will be done to protect me so that I do not spend the money again. What a load of rubbish".
We wrote to the casino and Leon replied with a very detailed account of his efforts to contact Talita:
"Our Finance department have attempted to contact Edith van der Merwe to verify documentation since her withdrawal was requested, however, the contact details, which we have on record (cell phone and land line numbers) are incorrect.
"When Talita’s withdrawal request was brought to my attention yesterday, I myself attempted to contact her on the numbers we have on record as the cell number might have been switched off at the times our Finance department tried to contact her in the past. When I attempted contact her on the cell phone number, I was unable to get through. It was at this point that I sent Talita an e-mail, notifying her that we had been trying to get hold of her but was unable to do so telephonically. In this e-mail I request that she send us her correct contact numbers so that we could contact her. Talita then replied to my e-mail and did not send me any contact numbers. I then request that she contact me directly on my cell phone, which she then did. I did advise Talita that I would contact her later the afternoon to give her feedback regarding the status of her withdrawal and requested a number that I could call her on, which she then did, however, this was a land line number for her place of work where she is only available till 16:00 and was unable to provide me with a home or cell phone number I could contact her on should I only be able to contact her after 16:00. Shortly before 16:00, Talita did contact me, I was on another call at the time and contacted her immediately after I had completed the call I was on at the time she phoned. I then explained to her that I am currently working with her withdrawal and will contact her once I have further information regarding the status of her withdrawal."
Leon, however, was not quite as forthcoming on two questions Gambling Grumbles asked:
* How long much longer will she have to wait to get paid?
* Why is it necessary to pay her in installments?
In fact, he ignored both questions completely.
In the meantime, however, he did send Talita some forms to fill out confirming all the deposits she had ever made at the African Palace. Apparently, there were quite a few of them and Talita found herself completing page after page.
"I had to check, sign,scan and e-mail 24 pages of all the credit card transactions I made with them since I started playing. It took quite a while.
"I have e-mailed the cashier and Leon all these pages as well as copies of the front and back of my credit card, a utility bill and Identity document.
"Leon in the meantime confirmed that is busy receiving the documentation", Talita said.
As of right now (mid June), Talita has still not been paid -- not even with the first installment.
She has, however, gotten a lot of experience in filling out forms.
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