Royal Apollo - not honoring their own terms

[Nifty29]

Hi Gang

If there is one thing I cant stand, it is being misled or lied to. Ive been playing at Royal Apollo since they opened and was paid within 2 days max, sometimes sooner, which is why I play there.

In fact, the withdrawal email says:

Dear Mr. X,



Royal Apollo has received your withdrawal request of <not much>.

Your withdrawal will be processed within 2 business days after being received by our Accounting Department


You may reverse your withdrawal by entering the cashier and clicking on the cash-out within 24 hours after you requested the withdrawal.

After 24 hours, if you'd like to reverse your withdrawal please contact our support

So after waiting 4 days (including a weekend), I emailed to see what was happening and received this reply:

Dear XX,

Following up on your email.
The withdrawal is currently processing on the 3rd business day.
Please allow 2 to 5 business days for a withdrawal to be processed.

During weekends withdrawals are not processed as all financial institutions are closed.

Thank you for understanding.

If you have any further questions, please don't hesitate to contact us again.

Sincerely,
Royal Apollo Customer Service

So, which is it?? within 2 business days, or 2-5 business days??

I emailed right back for clarification, and guess what....no reply.

I remember reading about something similar about another Rival that used to pay fast but is now using the '2-5 business days' nonsense, so maybe this is going to be the norm everywhere.

It should NEVER take more than 2 business days to pay by e-wallet....NEVER....unless the casino doesnt WANT to and that means they dont CARE about you as a customer.

[KasinoKing]

It should NEVER take more than 2 business days to pay by e-wallet....NEVER....unless the casino doesnt WANT to and that means they dont CARE about you as a customer.

This just reminded me of something a while back; As you know I'm an affiliate and I got an e-mail from an RTG casino (I think it was) saying because a player had hit a big win & cashed out they didn't have enough funds in Neteller to pay their affiliates, so payment would be a few days longer than normal due to having to re-fund their Neteller account.

I'm pretty sure some casinos have said this about player's delayed payments too from time to time. I know it's hard for some of us to understand, but casinos can have minor cash-flow problems just like any of us, if they get hit by an unexpectedly large pay-out.

Maybe that's what the problem is here...?

KK

[spike38]

I'm currently going through the same thing with Vegas Regal. In the past they have ALWAYS paid me immediately following the 24 hour reversal period via QT. (even on weekends) That was until last Thursday when they told me 2-5 business days for an ewallet withdrawal. I am still waiting.

[spiderlegz]

This just reminded me of something a while back; As you know I'm an affiliate and I got an e-mail from an RTG casino (I think it was) saying because a player had hit a big win & cashed out they didn't have enough funds in Neteller to pay their affiliates, so payment would be a few days longer than normal due to having to re-fund their Neteller account.

I'm pretty sure some casinos have said this about player's delayed payments too from time to time. I know it's hard for some of us to understand, but casinos can have minor cash-flow problems just like any of us, if they get hit by an unexpectedly large pay-out.

Maybe that's what the problem is here...?

KK

For some casinos maybe where they pay the whole sum at once but not with these limits:
* All payouts over $4000 will be paid out via installments not exceeding $2250 per week or as per mutual agreement with his/her personal account manager.

For example, a $9000 winner will be paid $4, 2250 in week one, $2250 in week two, $2250 in week three, and 2250 in week four. notice the typo

Just checked their website where they state that it takes up to 6 days for all e-wallet cashouts.

[eu_lowroller]

So, which is it?? within 2 business days, or 2-5 business days??

I emailed right back for clarification, and guess what....no reply.

the same happene to me and i got even a mail in german language and answered tham certainly in german back, but got only one time an answer, that i should write them in english, because they don't understand any word.

after that i wrote them in english back and asked also the same question, how long my withdrawal will take, they told me also this 2-5 days crap rule and they even asked me, from which i've gotten this email, stating the 24-48hours withdrawal process, because they never heard about it, but i got my withdrawal after this promised 2 business days, so at least all went fine.

but that was also the reason for me to open a thread about the incompetence from the rival support.

[Wildfire7]

Hi Gang

If there is one thing I cant stand, it is being misled or lied to. Ive been playing at Royal Apollo since they opened and was paid within 2 days max, sometimes sooner, which is why I play there.

In fact, the withdrawal email says:



So after waiting 4 days (including a weekend), I emailed to see what was happening and received this reply:



So, which is it?? within 2 business days, or 2-5 business days??

I emailed right back for clarification, and guess what....no reply.

I remember reading about something similar about another Rival that used to pay fast but is now using the '2-5 business days' nonsense, so maybe this is going to be the norm everywhere.

It should NEVER take more than 2 business days to pay by e-wallet....NEVER....unless the casino doesnt WANT to and that means they dont CARE about you as a customer.

I fully understand the cash flow issues some casinos experience which KK mentioned. But Niftys withdrawal sounds like it was a small one.

The main issue here is how it has been handled. Not overly professional by the sounds of things. First they quote the 2 days (confidently) then the player has to email the casino for clarification after waiting 4 days. Then is given a 2-5 days time frame.

The casino should not be giving the player false expectations for obligations it knows it can not fulfill.
Far better to tell the player the truth ie it will be 4 or 5 days. This is better practice than saying we will try our best for 2 days because this is our target, then letting the player down.

Mike

[vinylweatherman]

If a casino has ALWAYS taken 5 days, then it becomes an expectation. However, it seems may Rival casinos DID once pay fast, but NOW take 5 days or more. They are also treating us like morons, trying to convince players this has ALWAYS been the case, or using BS excuses like "all financial institutions are closed at weekends".

It's total BS, this DIDN'T stop them paying in 2 days to ewallets before, and SHOULDN'T therefore be the issue NOW.

It has to be down to liquidity. They have cut back on the amount of liquid cash (earning NO interest) in their payment systems, so they can no longer cope so well with the large fluctuations of day to day demand. It becomes more likely that liquid cash runs short when player withdrawals exceed deposits, and leaves them having to move cash in from their bank, which WILL be closed at weekends and public holidays. Moving money from a bank into a merchant account is NOT necessarily instant, and probably takes a couple of business days, hence the new standard "5 business days". This covers ALL eventualities, and if they can ALWAYS hold up withdrawals for 5 business days before releasing them they can operate with a far lower amount of liquid cash in their payment system, and use the "stalling time" to initiate balancing movements from their banks.

Forecasting player deposits is easier than forecasting withdrawals. Many players tend to deposit similar amounts, often in response to promotions, or as part of a fairly regular pattern outside of promotions. What is impossible to predict with any degree of accuracy is how much will be won and withdrawn on a particular day, it could be almost nothing, or a bunch of big jackpots.

[Nifty29]

This just reminded me of something a while back; As you know I'm an affiliate and I got an e-mail from an RTG casino (I think it was) saying because a player had hit a big win & cashed out they didn't have enough funds in Neteller to pay their affiliates, so payment would be a few days longer than normal due to having to re-fund their Neteller account.

I'm pretty sure some casinos have said this about player's delayed payments too from time to time. I know it's hard for some of us to understand, but casinos can have minor cash-flow problems just like any of us, if they get hit by an unexpectedly large pay-out.

Maybe that's what the problem is here...?

KK

Yes that is understandable with moving funds around etc, and I had this issue with Cuba Club a while ago.

However, it doesnt excuse being told 2 days when its actually 5 days.

If the above was true, the right thing to do would be to send an email to affected players stating

"Due to unforeseen circumstances, our usual 2 day withdrawal timeframe has been extended to 2-5 days as a temporary measure. We apologise for any inconvenience and hope to honor our 2 days terms as soon as possible"

OR

Change the timeframe in the withdrawal email to 2-5 days.

All I want as a customer is to be treated as such - if things are not 'as advertised', I should be kept in the loop, not sent some standard email reply and then ignored. Would anyone put up with this from their local supplier or service provider?? I know I dont, and Im sure most wouldnt either.

The amount was less than $500 btw so if cashflow is the problem, then there must really be a problem if they dont have that much in their account.