Quote:
Originally Posted by Da_Gambla
Mario -
First off, respect. There are very few threads on non-payment issues in which a casino rep has intervened on this level. I hope you make it good for the original poster.
I visited Grand Monaco this evening after reading this thread, as I am looking for a place to open a new account. First thing that didn't sit right was the fact that nowhere on the Deposit or Withdrawl sections is there any mention of EcoCard, unless I missed it... is this something new that simply hasn't been added to the website yet?
I, for one, have absolutely no issue with ACH. If you are a legitimate business entity, I will afford you any necessary information to get my funds to my bank. Paranoia is not something I'm afflicted with, so if you are having success with ACH and not experiencing the dreaded 'stuck in processing' or other rediculous delays that everyone is posting about, then you might have a new customer.
Your Withdrawl section states clearly that there is a 24 hour reversal period. Agreed, no problem. Under ACH it then states 5-8 working days for initial withdrawl, 3-5 working days thereafter. Let's hypothesize that I have already made an initial withdrawl and received my funds, and are now requesting a second withdrawl. If I request this on Monday, Tuesday would be the end to the reversal wait, correct? Are you able to tell me that my bank would receive the ACH funds by Friday (at earliest) or the following Tuesday morning (at the latest)?
I simply want to understand what is expected. You expect me to fund my account. You cannot and will not do business until I do. I expect you to adhere to what is listed on your website, without any misinterpretations, which is why I'm asking this publicly. Your site states "Once the cash out has passed through the pending cycle [the reversal period as I am understanding it] it moves automatically forward for processing.". What might be misunderstood is the 'processing' part. Does that mean funds in 3-5 days as stated, or is there a 'processing' timeframe between the 'pending cycle' and actual funding? I ask in all seriousness, because there is post after post on these forums of casinos telling players their cashouts are 'stuck in processing' with no further explaination...
If this all appears as easy and convenient as listed on your Withdrawl section at the website, then I will move forward in creating an account with GM. I guarantee at least a few others back here searching for a casino who has it 'figured out' now will also follow suit.
Thank you for your time,
- Keith
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Hi there Keith,
Hope you are well.
Thank you for your kind words and interest in our casino.
We do believe that the only way in how we can get tops is by being honest and giving our players the service which they deserve.
We are working hard at getting around the US legislations which affects everyone and we can tell you that there are a couple of things in the pipeline.
About the deposit and withdrawal pages, these pages are a bit outdated and we are currently updating it to reflect the correct information due to the ever so changing circumstances which the legislations has caused and it should be updated closer to the end of this week with all the relevant information.
EcoCard is an option at the casino for depositing and withdrawal so you can feel free to make use of this option.
In regards to ACH transfers, which are a global occurrence and affect if not all Microgaming casinos, unfortunately we are also affected by this ordeal. But this does not mean that we are not trying our utmost best to get this resolved.
The thing is what allot of players are concerned about, which is understandable, will they get there money.
Your winnings are guaranteed and it is not a case of getting the funds but just when one will get it.
If it means that we need to fly over and give you your funds personally, that is what we will do.
So yes, the processor which was used in February did not work as well as what we hoped for and this caused allot of frustrations and concerns.
We will be the first ones to admit that we've made mistakes if needed but we do believe that the ACH transfer matter has been resolved and for the last month it seems like there has been no issues with the new processor.
The ACH transfer period is 3 to 5 business days.
Just a reminder that you can bypass the 24 hour pending period by getting in contact with us and requesting to flush your account with your winnings which we will gladly do for you.
We do hope that this has answered your questions and feel free to let me know if you have any further concerns.
Best regards
Mario
PlayShare Group Representative.