BetPhoenix great live chat conversation

**pobeda** · 23rd April 2010, 08:38 AM

Please wait for a site operator to respond.

You are now chatting with 'Ted'

Ted: Hello. How may I assist you?

konstantin stepachev: i am trying to initiate a withdrawal..

konstantin stepachev: and it asking me a pyment method

Ted: Can I have your account/pin number please?

konstantin stepachev: when i ma trying to selece

konstantin stepachev: the rop box is empthy

konstantin stepachev: user pobeda

Ted: You will have to contact us after 9am ET, our casino dept is currently unavailable, but will assist you in the morning for your withdrawal

konstantin stepachev: so i cant withdraw right now?

Ted: You may request a withdrawal in the morning

konstantin stepachev: well

konstantin stepachev: it does not really fit what i ve heard before

konstantin stepachev: to be honest

konstantin stepachev: this is experemintal withraw

konstantin stepachev: just to see if it works

konstantin stepachev: but if i cant withdraw right niw

konstantin stepachev: now

Ted: Our casino dept will be available in the morning and will be able to assist you with your withdrawal

konstantin stepachev: please explain the reason

Ted: We do not have access to the system at this time, but the casino dept will be available after 9am ET and will be able to assist you

konstantin stepachev: ok, so let me unerstand before i post this conversation online on conversation on casinomaister,,,

konstantin stepachev: U DO NOT ACCEPT ANY WITHDRAWALS UNTIL SOME SPECIFIC TIMES, RIGT?

Ted: As I said, the casino dept is unavailable, but will be able to assist you after 9am ET

konstantin stepachev: and your payment method button disabled for those times, right?

Ted: I hate to repeat myself, but the casino dept is unavailable. I am not in the casino dept and do not have information for withdrawals

konstantin stepachev: to be honest, I am not trying to get my withdrawal processed right away, but I s till do not understand why Payment Method is disabled

Ted: When the casino dept arrives they will be able to let you know

**** just to be clear....
I DEPOSITED 100 (NO BONUS) AND WON A LITTLE, DECIDED TO CHECK HOW THIS CASINO DOES ON WOTHDRAWALS)

**SlotMonster** · 23rd April 2010, 12:33 PM

Hello, Konstantin

Based on your Name (and nickname) I can make an assumption tha you know russian language?

To be honest, I didn't clearly understand what's the problem (sorry, I'm unfamiliar with the BetPhoenix).

**kakata** · 23rd April 2010, 02:21 PM

you dont see any problem with that chat???

**SlotMonster** · 23rd April 2010, 03:31 PM

Originally Posted by kakata

you dont see any problem with that chat???

The only one thing I cannot understand is that why "cashout" button is unavailable until dept is unavailable (like all cashouts are being processed manually). So why don't allow players submit their cashouts at any time?

**pobeda** · 23rd April 2010, 05:49 PM

Yeah, I know Russian
well, cash out type is not available and that is not right. 2 hours prior to that, live chat told me that they are processing withdrawals same day, kind of strange, huh?I will keep you updated on how this thing will get resolved, but at this point i physically cant cash out.
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ok here is my latest chat with them:
Please wait while I transfer the chat to 'Jenny Montealegro'.

You are now chatting with 'Jenny Montealegro'

me: hello again jenny

me: we spoke last night

Jenny Montealegro: Hi

Jenny Montealegro: yes how are you?

me: i would like to make a withdrawal

me: and i was really shocked that I could not make it automatically

me: r u here?

Jenny Montealegro: yes

me: so, how do I initiate a withdrawal

Jenny Montealegro: please send your request to

Jenny Montealegro: payouts@betphoenixcasino.com

me: and then?

Jenny Montealegro: they will be in charge of sending you your money I believe you need to send a copy of your ID and a utility bill

Jenny Montealegro: make sure to let them know how you will like to receive the money

me: so this is a procedure for every withdrawal?

Jenny Montealegro: yes

me: then tell me what are my option on payout method

Jenny Montealegro: they will provide a WU or MG name

me: so no quicktender?

Jenny Montealegro: no we cant do payouts with it

me: and last question, just to make it clear. Player cannot initiate a withdrawal within software, is this correct?

Jenny Montealegro: no for the moment every time you want a payout you need to send it to that email

me: ok thank you

Jenny Montealegro: no problem

-------------

So, FYI, all payouts must be requested by email at this casino. And NO QUICKTENDER payouts. Pretty much only Western Union or Money gram. I deposited 100, got plenty of bonuses, so cant complaint on this. Played for a while. Live chat told me last night that they are processing payouts same day. Let's see....

**DarkMage** · 23rd April 2010, 08:53 PM

The deposit window is open 24/7 with no problems lol.

**vinylweatherman** · 23rd April 2010, 10:31 PM

That reeks of "clip joint" casino. IF the procedure were merely to email a request, why didn't the original live chat rep say so - it was nothing whatsoever to do with a "tech problem", this was CS AT IT'S MOST BASIC LEVEL, yet the so called live chat rep didn't even have this level of knowledge, so what was the point of having them at all. It seems all they are there for is to give the IMPRESSION of 24/7 support, but all they really do is refer players to "office only hours" support.

Modern casino software should be good enough to handle both deposits AND withdrawals from within the software, so that whatever time-zone the player is in, the request can be processed in the casino's own time-zone with the minimum of inconvenience to the player.

Sounds like cheap software, put in use before it was fully developed. Not a good sign, but if you are US, this is the kind of BS you tend to get with the major softwares pulling out.

In terms of impressions, this looks like a casino run "on a shoestring budget", otherwise they could afford well trained CS 24/7, and well developed software.

No Quicktender could also cost them the US market in a months time, as WU and MG do NOT accept these types of transactions willingly, and they may catch on and freeze the ONLY withdrawal method this casino is offering, and players will run for the exit because they think the casino is no longer paying out.

**DarkMage** · 23rd April 2010, 10:38 PM

Originally Posted by vinylweatherman

That reeks of "clip joint" casino. IF the procedure were merely to email a request, why didn't the original live chat rep say so - it was nothing whatsoever to do with a "tech problem", this was CS AT IT'S MOST BASIC LEVEL, yet the so called live chat rep didn't even have this level of knowledge, so what was the point of having them at all. It seems all they are there for is to give the IMPRESSION of 24/7 support, but all they really do is refer players to "office only hours" support.

Modern casino software should be good enough to handle both deposits AND withdrawals from within the software, so that whatever time-zone the player is in, the request can be processed in the casino's own time-zone with the minimum of inconvenience to the player.

Sounds like cheap software, put in use before it was fully developed. Not a good sign, but if you are US, this is the kind of BS you tend to get with the major softwares pulling out.

In terms of impressions, this looks like a casino run "on a shoestring budget", otherwise they could afford well trained CS 24/7, and well developed software.

No Quicktender could also cost them the US market in a months time, as WU and MG do NOT accept these types of transactions willingly, and they may catch on and freeze the ONLY withdrawal method this casino is offering, and players will run for the exit because they think the casino is no longer paying out.

Now hold on.

Betphoenix sportsbook is one of the larger ones on the net. I highly doubt it is a clipshot joint.

The WU and MG transactions are the norm in the sportsbook industry and I think they are trying to carry it over to their RTG casino...(something most RTG players are unfamiliar with). Usemywallet and Quicktender are rarely used at sportsbooks...that is why it is not available I believe.

BetPhoenix will end up sorting it all out in the end....just don't play there for a month or two until they get their act together

**GGW Laurie** · 23rd April 2010, 10:51 PM

I was able to deposit twice when they first launched using QT, so if the casino can take QT, it just seems to me that they should be able to pay out with QT (usemywallet).

Laurie

**vinylweatherman** · 24th April 2010, 01:08 AM

Originally Posted by DarkMage

Now hold on.

Betphoenix sportsbook is one of the larger ones on the net. I highly doubt it is a clipshot joint.

The WU and MG transactions are the norm in the sportsbook industry and I think they are trying to carry it over to their RTG casino...(something most RTG players are unfamiliar with). Usemywallet and Quicktender are rarely used at sportsbooks...that is why it is not available I believe.

BetPhoenix will end up sorting it all out in the end....just don't play there for a month or two until they get their act together

In some ways, that is even WORSE!

The CS should have been properly trained BEFORE the casino went live. Asking how to request a withdrawal is probably a pretty common question, and even if CS couldn't access the system, there was NO excuse for being unable to look up the simple procedure required (send an email), and give it to the player there & then.

If this is RTG, what archaic version are they running that has no cashier support for requesting a withdrawal - I have NEVER heard of one of the major softwares having such a basic deficiency.

The lack of Quicktender support is very short sighted, since this may well be the ONLY way US players can get paid once WU and MG start ENFORCING what has been their long term policy of prohibiting gambling related money transfers. They won't be "the biggest sportsbook on the net" then.