On October 17, late evening between 11:00pm - 11:59pm I made at least 3 attempts to withdraw $200 US cash from Global Cash Access ATMs. The message displayed each time was: "Please use another machine". So I did - and NO CASH was EVER DISPENSED.
After the final attempt, I called my bank to see what was happening as I knew that my pay was to be in my account 2 days ago. My bank then informed me that the money had been debited from my account 4 times that evening - I explained that I had received NOTHING. I then went to the 'cashier cage' at the Excalibur and a female supervisor there told me that many casino customers had been making similar complaints since 9:30pm that evening. Since the ATM's were not owned by the Excalibur Casino, they had no liability. I then varied between tears and anger - I was out at least $600 US (my bank shows $800 US now). The cashier supervisor then called what I thought was a manager. He called in another 'suit' who repeatedly told me that the Casino had absolutely NO LIABILITY or responsibility for what was happening. As we were talking several other casino patrons also received no cash from the machines and one lined up with me in the complaint process. I was offered no compensation on the grounds that Global Cash would "probably reimburse my debits by 2:30 am October 18th... This happens all the time" So very very wrong!!!
These 'suits/persons at Excalibur then gave me a phone number with which to call Global Cash for a dispute. After waiting on hold for a very long time (now after midnight), I was told by Global Cash that I would have to use my own bank to dispute this. THis Global Cash person also told me that ALL Global ATM's that evening had trouble interfacing with any "VISA bank" (My bank is TD Canada Trust - apparently a VISA bank - I was using my ATM card NOT a VISA).
So I then called my own bank and a dispute was started immediately. I was assured by my bank that it was up to Global cash to prove that I had taken out the money - otherwise, I would be reimbursed in up to 50 business days (WOW! Who is making interest here!).
I believed this until I called my bank yesterday Dec. 10/09 re: what was happening with the dispute: Alarmingly I found out that Global Cash claims that I took out the cash and NOW, the transaction times are now 2:30am, Oct. 18th!!! On October 18th/09rI was back in our time share at 2:30am. WOW - does this not look like dishonesty in 'fudging' the books by Global Cash!!! Coincidentally, 2:30am was when Global's interface with VISA banks came back on-line - so they can say that there should have been no problem with my ATM bank card?!? Fortunately I had taken down the original, reality-based, transaction times from my own bank proir to 2:30am.
Now, Dec. 11/09 I have a manager at my own back appealing Global Cash's totally outrageous actions. I will never ever use Global Cash ATM's again! I am also very angry at the Excalibur Casino which uses such a shoddy ATM company - and that the Excalibur 'management' that evening did not post 'warnings' on the ATMs even though a significant amount of patrons probably use VISA or VISA banks. Also I feel free to use the terms shoddy and shady - why did Global have to pay the Arizona government money to renew their contract - see Global's own website - something about not interfacing/underpaying VISA (& VISA banks!) GLOBAL CASH ACCESS ATMS ARE ALWAYS AT RISK OF BEING A RIP-OFF! And thank you Rip-Off folks for allowing this forum. I'm printing off the other consumer complaintss for the Oct. 17th date for use in my appeal (the next level)
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