Originally Posted by
sookie
I'm still waiting almost a month later for my money from this "accredited", "eCogra" certified, whatever casino group that forum rep promises me my money by this Tuesday in my account, a portion of which they haven't even released! If it ain't hear by Tuesday I'm moving to
PAB.
Don't be surprised by the constant PUT OFFS by this group by chat and e-mail when you need support. I'll get back to you in 48 hours. Unfortuneately no one knows what defines 48 hours in their world?
I'll let you know if I EVER get paid
Despite their reputation, I too once had to go this far to get them to release a withdrawal. It seems their in-house processor is the problem, not the casino itself. Casino CS forward the withdrawal to Inexia (their processor), and this is where the problems lie. They have an automated system, but no safety net in place for some of the more obscure failures in the system. No-one ever checks, and CS have no direct means of checking or communicating with Inexia. If you see it as "not released yet", this is Inexia, and is probably one of these bugs. It was once explaoned to me as my withdrawal being "stuck in the server", where the automated systems had failed to complete, but had neither posted an alert, nor queued further attempts.
Once I went as far as complaining to eCogra, there was quite an improvement, so notice was taken at some higher level that an issue had reached this stage, and they had an indefensible position. The rep here is surprisingly effective in some of these cases, but once even he had to apologise to me for being unable to get Inexia to remove it's collective head from it's butt and deal with the issue.
Jackpot Factory need to recognise they have an ongoing problem with internal communication between their CS team and Inexia, as well as a problem within Inexia itself when it comes to those few "freak" errors in the payment processes that cause these "stuck" transactions.
As a player, I reasonably expect the following:-
1) Contact CS who forward issue to Inexia.
2) Inexia investigate, and if necessary deliver a manual "push" to the stuck transactions, and further they do this the next working day after the issue is raised with CS.
3) They report back to me through CS (or direct) with the diagnosis and resolution.
There is no excuse now for sookie not having heard back through CS with a diagnosis and intended course of action, indeed, unless sookie is in the US, payment should have been received by now.
For an eCogra complaint, they ask the casino is given 14 days to resolve the issue. A month is more than enough, so a complaint to eCogra, PAB, or PM to the rep should be considered.
If PM to rep has not been tried, try this first now while you prepare the PAB or complaint to eCogra, this may be one of those really silly mistakes that no-one ever sees till enough "clout" is applied to the business organisation.
Empty Fruities Astern Capt'n
Back to port for unloading.
Full Sails - before we get raided ourselves.
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