Possible payment problem with Bet Phoenix, need advice please

[cdomi66]

Well if anyone saw my screenshots from last night, you'd know I did very well at Bet Phoenix.

I used a 110 bonus coupon with no max cashout, bonus noncashable.

My account is sitting at $10121.

I requested a 4000 dollar withdrawal through my moneybookers, and on logging in today, amount was returned to my cashier, with a rejected under status.

Chat knows nothing, but suggested I email dean@betphoenixcasino.com for information, which I've done.

I have never won anything this big, and am of course, anxious at the rejection, especially since no accompanying explanation was included.

Any advice would be appreciated on what I need to have/do/ask etc.

Thanks, and I'm trying not to accuse them on non payment in a bad way etc, I just want to make sure I'm doing everything right on my end and then get feedback from you all so that maybe i can actually see that cash!

Thank you from a CM and cashout newbie!

[jelsmith]

Did you submit docs? They may have a weekly withdraw limit. they are EXTREMELY slow payers though like 14 days...there are a couple threads around here on them.

[cdomi66]

Did you submit docs? They may have a weekly withdraw limit. they are EXTREMELY slow payers though like 14 days...there are a couple threads around here on them.

Yup they have all my docs, got that done when I first opened with them, and the payment request was rejected. Just no email or explanation why so far. Keeping fingers crossed. I don't mind slow pay, just want to be sure I'm paid ehhe

[LHofsdal]

Contact Nicolas Johnson, the rep for this place. You can private message him on here. Maybe he can help.

LH

[NicolasJohnson]

Well if anyone saw my screenshots from last night, you'd know I did very well at Bet Phoenix.

I used a 110 bonus coupon with no max cashout, bonus noncashable.

My account is sitting at $10121.

I requested a 4000 dollar withdrawal through my moneybookers, and on logging in today, amount was returned to my cashier, with a rejected under status.

Chat knows nothing, but suggested I email dean@betphoenixcasino.com for information, which I've done.

I have never won anything this big, and am of course, anxious at the rejection, especially since no accompanying explanation was included.

Any advice would be appreciated on what I need to have/do/ask etc.

Thanks, and I'm trying not to accuse them on non payment in a bad way etc, I just want to make sure I'm doing everything right on my end and then get feedback from you all so that maybe i can actually see that cash!

Thank you from a CM and cashout newbie!

Please stay calm, we are an honest bunch over here; you are going to be taken care of. You just sent me a PM, give me a couple of minutes to reply.

If no rules were broken then we won't break our rules either. I've emailed the payout people to see where your cash out stands.

Did you submit docs? They may have a weekly withdraw limit. they are EXTREMELY slow payers though like 14 days...there are a couple threads around here on them.

5 business days, and yes, we do have weekly limits of $4k.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

[vinylweatherman]

Please stay calm, we are an honest bunch over here; you are going to be taken care of. You just sent me a PM, give me a couple of minutes to reply.

If no rules were broken then we won't break our rules either. I've emailed the payout people to see where your cash out stands.



5 business days, and yes, we do have weekly limits of $4k.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

The problem is that what the OP experienced was NOT "normal". The withdrawal was NOT queued for processing, it was returned to the account. If the OP simply remained paitent, NOTHING would happen.

If the withdrawal disappeared from pending as it should, and it took a while getting paid, you would be able to get away with 14 days, maybe a little more, because this is still within the norm. What is NOT normal is returning the withdrawal back to the account for no OBVIOUS reason as far as the OP can see, and FAILING to provide an explanation for this.

WHY does chat "know nothing"?
WHY didn't this "Dean" act quickly in replying to the OP to assure them that there was nothing to worry about.

The OP is now getting worked up into a higher state of worry, this IS over $10K after all! No wonder little time was given for you to reply before the OP asked the forum for help. The OP's first two attempts to get to the bottom of this seem to have been "stonewalled", first by chat (we know nothing), and Dean, who didn't think this important enough to reply straight away. The OP may be thinking that the third attempt will also get "stonewalled", so was quick off the mark posting here after sending the PM.

This shows what problems shoddy customer service can create. Chat should have been there for the OP, not simply offloading the issue to Dean with a "we know nothing" attitude. Lack of interdepatmental communication is the root cause of such problems. CS are the front line interface, and as far as the player is concerned ARE the casino. If CS are provided "on the cheap", with little access to information and lack of ability to help in such situations, players will judge the casino based on the quality of CS they have received.

The industry has changed, and there are MANY tales from players about getting screwed over by unscrupulous casinos, so this is a REAL fear among players wherever they play. Casinos should appreciate this level of fear, and ACT QUICKLY to assure players that a glitch in processing a withdrawal is NOT down to an intention not to pay.

There are some casino groups that use this as a deliberate trap. They return a withdrawal to a player's account, but don't give a reason. The player thinks it is merely a glitch, and submits the withdrawal again. The casino THEN voids the winnings BECAUSE the player did not telepathically determine that there WAS a reason, and action was required before the withdrawal would be processed.

[cdomi66]

Thanks for the understanding vinylweatherman, yes, the amount 10k is a huge motivator eheh.

I've since spoken to Otto who says all looks good with my docs, playthru etc, and to try and do withdrawal again, and has emailed Dean on my behalf.

As well as Nicolas pm'd me and is on the case. Haven't heard from Dean but with 3 of us now emailing I'm hope there will be an explanation forthcoming.

It did sort of burn me a bit to see withdrawal rejected with no accompanying email (explanation). To me that would have been a standard operation, especially when dealing with money.

I am staying calm, I've been assured by Otto that things look fine, but will have to wait and see what Dean says.

My daughter needs a new car

Thanks all for input, nice to have the support, this is the biggest amount I've ever won so felt way out of my depth eheh.

Marie

The problem is that what the OP experienced was NOT "normal". The withdrawal was NOT queued for processing, it was returned to the account. If the OP simply remained paitent, NOTHING would happen.

If the withdrawal disappeared from pending as it should, and it took a while getting paid, you would be able to get away with 14 days, maybe a little more, because this is still within the norm. What is NOT normal is returning the withdrawal back to the account for no OBVIOUS reason as far as the OP can see, and FAILING to provide an explanation for this.

WHY does chat "know nothing"?
WHY didn't this "Dean" act quickly in replying to the OP to assure them that there was nothing to worry about.

The OP is now getting worked up into a higher state of worry, this IS over $10K after all! No wonder little time was given for you to reply before the OP asked the forum for help. The OP's first two attempts to get to the bottom of this seem to have been "stonewalled", first by chat (we know nothing), and Dean, who didn't think this important enough to reply straight away. The OP may be thinking that the third attempt will also get "stonewalled", so was quick off the mark posting here after sending the PM.

This shows what problems shoddy customer service can create. Chat should have been there for the OP, not simply offloading the issue to Dean with a "we know nothing" attitude. Lack of interdepatmental communication is the root cause of such problems. CS are the front line interface, and as far as the player is concerned ARE the casino. If CS are provided "on the cheap", with little access to information and lack of ability to help in such situations, players will judge the casino based on the quality of CS they have received.

The industry has changed, and there are MANY tales from players about getting screwed over by unscrupulous casinos, so this is a REAL fear among players wherever they play. Casinos should appreciate this level of fear, and ACT QUICKLY to assure players that a glitch in processing a withdrawal is NOT down to an intention not to pay.

There are some casino groups that use this as a deliberate trap. They return a withdrawal to a player's account, but don't give a reason. The player thinks it is merely a glitch, and submits the withdrawal again. The casino THEN voids the winnings BECAUSE the player did not telepathically determine that there WAS a reason, and action was required before the withdrawal would be processed.

[NicolasJohnson]

The problem is that what the OP experienced was NOT "normal". The withdrawal was NOT queued for processing, it was returned to the account. If the OP simply remained paitent, NOTHING would happen.

If the withdrawal disappeared from pending as it should, and it took a while getting paid, you would be able to get away with 14 days, maybe a little more, because this is still within the norm. What is NOT normal is returning the withdrawal back to the account for no OBVIOUS reason as far as the OP can see, and FAILING to provide an explanation for this.

WHY does chat "know nothing"?
WHY didn't this "Dean" act quickly in replying to the OP to assure them that there was nothing to worry about.

The OP is now getting worked up into a higher state of worry, this IS over $10K after all! No wonder little time was given for you to reply before the OP asked the forum for help. The OP's first two attempts to get to the bottom of this seem to have been "stonewalled", first by chat (we know nothing), and Dean, who didn't think this important enough to reply straight away. The OP may be thinking that the third attempt will also get "stonewalled", so was quick off the mark posting here after sending the PM.

This shows what problems shoddy customer service can create. Chat should have been there for the OP, not simply offloading the issue to Dean with a "we know nothing" attitude. Lack of interdepatmental communication is the root cause of such problems. CS are the front line interface, and as far as the player is concerned ARE the casino. If CS are provided "on the cheap", with little access to information and lack of ability to help in such situations, players will judge the casino based on the quality of CS they have received.

The industry has changed, and there are MANY tales from players about getting screwed over by unscrupulous casinos, so this is a REAL fear among players wherever they play. Casinos should appreciate this level of fear, and ACT QUICKLY to assure players that a glitch in processing a withdrawal is NOT down to an intention not to pay.

There are some casino groups that use this as a deliberate trap. They return a withdrawal to a player's account, but don't give a reason. The player thinks it is merely a glitch, and submits the withdrawal again. The casino THEN voids the winnings BECAUSE the player did not telepathically determine that there WAS a reason, and action was required before the withdrawal would be processed.

You are completely right. The issue actually boils down to a false positive in our fraud system which triggered the behavior the player experienced.

Thanks for the understanding vinylweatherman, yes, the amount 10k is a huge motivator eheh.

I've since spoken to Otto who says all looks good with my docs, playthru etc, and to try and do withdrawal again, and has emailed Dean on my behalf.

As well as Nicolas pm'd me and is on the case. Haven't heard from Dean but with 3 of us now emailing I'm hope there will be an explanation forthcoming.

It did sort of burn me a bit to see withdrawal rejected with no accompanying email (explanation). To me that would have been a standard operation, especially when dealing with money.

I am staying calm, I've been assured by Otto that things look fine, but will have to wait and see what Dean says.

My daughter needs a new car

Thanks all for input, nice to have the support, this is the biggest amount I've ever won so felt way out of my depth eheh.

Marie

Don't worry, you will get paid. Someone from our organization will be in touch with you today to make sure you get your first payment ASAP!

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

[cdomi66]

Thank Nicolas, as of this moment, payout still in request status, and Dean hasn't emailed or called. But Otto has been a dear, and I will hang in there

You are completely right. The issue actually boils down to a false positive in our fraud system which triggered the behavior the player experienced.



Don't worry, you will get paid. Someone from our organization will be in touch with you today to make sure you get your first payment ASAP!

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

[takethemoney]

Thank Nicolas, as of this moment, payout still in request status, and Dean hasn't emailed or called. But Otto has been a dear, and I will hang in there

If Nicolas tells you that you will get paid you can bank on it.