Terrible Time at Aces High - Bellerock

[GrandMaster]

Has ecogra been informed of what's happening?

[bellerock]

Hi All,

Benroles; I have got your PM and will look into this for you.

Scrollock; I thought this problem had been resolved. If you are still having a problem please let me know and I will sort it out.

As for the reversed withdrawal issue, there are a couple of reasons that this happens. Firstly because wager requirements are not met and secondly for verification purposes. In both cases an email is sent to the player in question. In one instance informing them that the WR was not met, and in the other instance requesting verification documentation. There seem to be numerous problems with players not receiving email, and I won't even begin to speculate as to why this happens.

In answer to the concerns surrounding WR and zeroed accounts, we are developing alternative systems for dealing with this more effectively and hope to have this in place shortly.

I can assure you that our systems are able to cope with any number of withdrawals, and we certainly do not reverse a withdrawal for no reason at all.

Again, I assure you of our best intentions at all times and, again I will say, if you are having no joy with CS please PM me directly, keeping in mind that I may not be able to respond immediately.

Best regards,

Belle Rock

[bellerock]

Hi Benroles,

As mentioned in my PM to you, the reversal of your withdrawal was due to a communication error between two departments. unfortunately the messages instructing our Risk department to allow your withdrawal had been delayed and the reversal was processed before they could act on the new instructions.

I have confirmed that your withdrawal has been processed and will appear in your Neteller account shortly.

I apologize for any inconvenience caused.

Best regards,

Belle Rock.

[benroles]

Thanks Bellerock - I look forward to receiving the money in Neteller. It is a shame it had to be dealt with like this, however!

Best regards,
Ben.

PS - This thread can be marked 'RESOLVED' if admin wishes.