DAMBUSTED - Response time appreciated

[pevangel]

i am so glad your check arrived, and i am sorry for the problem you had, but i knew martyn would get to you and help you. i am greatful to martyn and the cs they have been so great to me and i do so appreciate that. i hope you win more, much blessing to all.

congrats on your win.

pevangel

[maxd]

Maxd, if I am blowing air here please set me straight

No, you've pretty much got it right. The procedure should look something like this:

1) contact the rep and try to sort things out.

2) if (1) fails you have a choice:

(a) Pitch-A-Bitch, or ...

(b) take it to the boards (aka "name and shame").

Note: generally speaking you're probably better off taking the PAB route first; doing the "name and shame" is almost always a one-way street, it can seriously damage your chances of ever getting anything useful out of a PAB in the future.

Frankly, many casinos consider the "name and shame" to be insulting and a direct attack on their business, kind of a mix of vandalism and blackmail. I always advise a PAB first, and then take it to the boards if that's the only recourse left to you.

As to Martyn's statement re: BB, I think he's saying that he handles PABs directly but doesn't handle general complaints that come through Customer Service. That's a major advantage of the PAB process, we have direct access to the people who can solve the problems while the player often doesn't.

[jetset]

The whole idea of 'mediation' is to position someone who is not involved in the individual issue but has the necessary skills, contacts and experience (and a cool head) between the player and the casino management in order to take the heat out of the situation and broker a fair solution.

But if everyone with a beef went to PAB first, Max and Bryan would likely be inundated, resulting in a slower process. Hence the suggestion that players contact the casino forum rep first to give the casino a chance to make good before Max and Bryan are called in.

[maxd]

Quite so Jet, I realize I hadn't been totally clear on that.

So the usual process for a complaint should be:

0) the obvious: try the casino's Customer Service people.

1) try the representative (many are listed here).

2) file a Pitch-A-Bitch.

3) if (2) fails then do whatever it is you gotta do, posting in the Complaints forums here being one possibility.

[martynbeacon]

Thanks to everyone who has replied in this thread. I am currently the person representing the casino. However, I do not have access to player data or the permissions to overturn any kind of player dispute with our casino.

What I can do for you though, and I am more than willing to do is forward your questions/issues on to the best people if I do not know or am not qualified enough to answer them.

I feel that if you guys and girls do not a get a response from a casino on an issue that a player has had then this would make the casino look, for starters guilty and secondly as though they dont care when at our casino, it really isnt the case.

Certain post will be ignored as they are simply trying to fuel a fire that just isnt there. Maybe thats their idea of fun?

Thanks to Dambusted to for getting back to me on this thread and also via PM. We will hopefully come to some sort of resolution with her issue.

In the meantime I am sure Dambusted will keep you all updated with the progression of this subject and if you havent tried out Red Flush yet, please give us a go before making your decision....you might actually like us!

Thanks for taking the time to read this.

Martyn

[linda7]

Hi everyone, I have not posted in quite some time, but I find it necessary to do so now. Since I also have been expecting a withdrawal from Red Flush, I dealt with "Phillip" at this casino. He is one of the upper Manager Support Reps and a real nice guy. I am able to report the following regarding the withdrawal problems everyone in the US seems to be having:

Red Flush is a new casino, and does not have the huge player database that other MG casinos have. They are slowly building up, and we all know that takes time. Regarding the request for checks, as opposed to using an ewallet such as UseMyBank, requires Red Flush to issue their requests to their processors. Naturally, the processors are considering the bigger casinos their priority, and pushing Red Flush to the bottom of the pile, so to speak. While RF does try to argue their point with the processing company, the third party processors really do not care. They are first taking care of the casinos that they make the most money from. Therefore, we really cannot blame Red Flush for a problematic issue that is out of their hands. Today, I received my "tracking numbers" from Red Flush, which they had just received from their banking department. These numbers were generated by the processing company. I went online to see when my checks were issued and when I could expect delivery. The only information I was able to verify was that the checks were cut on Monday, 8/11/08. I then called the processor themselves, and asked when could I expect delivery and how would the checks be sent to me..ie, fed ex, etc. The processor told me that they only send checks via regular mail, with signature required. That means "certified mail". This is not the information that Red Flush was told. So I called the casino and informed them that all checks, once processed, are only sent via regular mail. This is why all the payouts have been slow. I hope I explained it correctly, and did not ramble on, but I wanted everyone to understand the procedure.

As far as Red Flush itself, I think they are a great casino. Do not get me wrong, I did not win first time out of the box. I deposited close to $3,000, before I was able to make a small withdrawal. However, I then got lucky and hit on many different games. I stay with the old time games, Winning Wizards, Gopher Gold, etc. I do not like those new video games. I also hit a Royal flush on deuces wild. For those of you who know me, I have no affiliation with Red Flush at all. I am nothing more than a degenerate gambler...lol. However, I do feel that this casino will turn out to be one of the best on the internet. The reason I feel this way is because I must have called them 30 times regarding my withdrawal and not once was anyone rude to me. Everyone was scrambling trying to get me accurate information. IMO, give them another chance. I think you will be pleasantly surprised. Also, from now on, they will not be offering "checks" as a withdrawal method for US players. It is due to all these problems with the checks that has caused many players to develop a bad taste for Red Flush. If you do not have a web wallet that can be used for withdrawals (I do not), then they will be more than happy to open up a "Usemybank" (I hope thats the method they said..lol) for US players and we will see our payouts very quickly.

I hope that I have helped to clear up any confusion regarding the problems Red Flush is having with check withdrawals. If any of you have any problems, please call their support line and ask for Phillip. Feel free to tell him that Linda said you should call him. Thank you all for reading this post, and I hope you win at every game of your choice.

Huggsssssssssss,

[slotplayer]

I think it may be usemywallet. but correct me if I'm wrong.

Imagine if the casino tossed dambusted $50 in free credits instead of the $10 to make up for the expedited check what these posts would read.

[vinylweatherman]

I think it may be usemywallet. but correct me if I'm wrong.

Imagine if the casino tossed dambusted $50 in free credits instead of the $10 to make up for the expedited check what these posts would read.

From what I can see, the big sticking point has been the fact that players have been charged $35 for a courier service, and have not been receiving it because the processor had no intention of EVER sending any courier checks from the outset.

Who has been ripping whom off is open to debate, but could this processor have been charging Red Flush $35, which they have passed on to the player, only to find out that all along they were being ripped off and that the processor was making an extra $29 or so each time the sent a check for Red Flush, leaving Red Flush to suffer the damage when "meltdown" finally came along.

It is a shame that the processors are now in a position to blackmail the casinos when it comes to paying out to US players, it was hard enough for casinos to get their processors to behave BEFORE UIGEA.

US players should ensure that they can accept payments BEFORE jumping into bed with any casino. This will involve them having accounts with at least one of the methods with which the casino is able to pay US players. It seems checks are going to be off the menu at ALL casinos shortly, as they cannot keep on taking the huge fees and losses down to dodgy, or even criminal, processors forever whilst supporting a dwindling US player base made up mostly of hardcore players who refuse to do what the government thinks is good for them.

[linda7]

Hi Everyone, When I spoke to the processor, he was the one to tell me that my check was sent first class mail, signature required. I told him that I had requested Courier Service and he said they never use any courier services. All checks go out the way it was sent to me. When I went back to Red Flush and told this to Phillip he was shocked, to say the least. He apologized profusely, and did refund my courier fee. Dambusted, call Red Flush and ask Phillip to refund your fee too. He is very nice, and I am sure that there will be no problem. I hope this information is helpful to you all.

May you all win at the game of your choice....

[vinylweatherman]

Hi Everyone, When I spoke to the processor, he was the one to tell me that my check was sent first class mail, signature required. I told him that I had requested Courier Service and he said they never use any courier services. All checks go out the way it was sent to me. When I went back to Red Flush and told this to Phillip he was shocked, to say the least. He apologized profusely, and did refund my courier fee. Dambusted, call Red Flush and ask Phillip to refund your fee too. He is very nice, and I am sure that there will be no problem. I hope this information is helpful to you all.

May you all win at the game of your choice....

Well, this does not look good. Didn't the casino bother to speak to the processor regarding their position with courier checks before making it an option for players
The processor seems to have had no issues disclosing this when a PLAYER asked them, so I find it hard to believe how the casino came to be in a position to believe that a courier option existed (other than through incompetence at some level).

At least now the casino is fully aware that no such option exists, and that NO casino should be offering a fee based courier service for US players unless they have verified with their processor that such a service exists.

What is also poor is that at first, Red Flush flatly refused to refund the courier fee when asked, but have only begun doing so now that this issue is being hotly debated in this forum.
ALL US players who paid $35 for a courier check with this processor need to have it refunded, as no such service was ever offered by the processor, regardless of whether $35 was paid or not.