Mark from 32Red...

[Gremmyboy]

I have Pm'd you with a problem I've had due to a withdrawal being sent to a different method other than the one requested.(Even though I've used the withdrawal option before so have no idea why it was sent somewhere that I didn't request?) This has caused a lot of problems and I Pm'd last night but have had no response at all. You have logged on since I wrote the PM so am wondering if you missed it somehow?
Could you get back to me as soon as you can as it is important!

Cheers
Gremmy

[chuchu59]

Mark usually responds timely and he monitors the forum closely. Just make sure your total messages (including those received and sent) do not exceed your quota. Months ago I thought I had sent a pm to a forun rep only to discover later the pm wasnt sent at all as I had exceeded my quota. I did not receive any notice informing me of this and I was cursing that rep.

[PNEFOREVER2]

I have Pm'd you with a problem I've had due to a withdrawal being sent to a different method other than the one requested.(Even though I've used the withdrawal option before so have no idea why it was sent somewhere that I didn't request?) This has caused a lot of problems and I Pm'd last night but have had no response at all. You have logged on since I wrote the PM so am wondering if you missed it somehow?
Could you get back to me as soon as you can as it is important!

Cheers
Gremmy

I had this problem last week.I made 2 w/d's via paypal,received 1 but received the other in my Moneybookers.

And it couldn't have been my last deposit method because I hadn't used MB/Skrill since the start of Jan,I only made a deposit by MB AFTER I received the 2 w/d's.

Anyhow it was all sorted

[Jennifer]

I am more than sure your pm went through. Good luck and I hope he decideds to respond.

Unlke the omni rep that I pmd three or four days ago and have heard nothing.

[chayton]

Unlke the omni rep that I pmd three or four days ago and have heard nothing.

It is the weekend, so he'll probably get back to you tomorrow. I'll send him a message too in case he didn't get your PM.

As for the OP, shouldn't it be Steve you're trying to get hold of? Mark is the marketing guy and Steve is the player support guy. Maybe Mark's just forwarded it to where it needs to go, and again, it's the weekend - I'm sure you'll hear from someone tomorrow. It's odd for 32Red to make mistakes, and I'm sure you'll be taken care of.

[Gremmyboy]

Thanks Guys,

Figured it was Mark I was supposed to contact?

I withdrew to my Visa which has been used before. I mostly deposit with Ukash at 32red but they have sent it to Moneybookers for some unknown reason? I even confirmed with the chat support that it was going to Visa and enquired how long it would take? Was told I'd have it in my bank(Visa Debit) by Friday this week. Checked my email late last night and there it was sitting in Moneybookers.
Spoke to support again and they basically said sorry and comped me $10 for the fees I'd have now.

Normally I wouldn't care and would just withdraw it to my bank from Moneybookers. Thing is though, I've got major problems whith that moneybookers account and deliberately didn't use it as I hate Moneybookers and only use it if I really have no other choice for a deposit.(I selected Visa in the cashier and confirmed with chat support that it was going to Visa when I requested they flush it). I've only ever deposited once with Moneybookers at 32Red I believe and several times with my Visa. Mostly use Ukash though as I stated earlier.

The Moneybookers account has been made into a merchant account for some unknown reason(about 6 months ago my partner wanted to set up a shop online and we used my email address for my moneybookers account to set up the checkout in then shop. We never actually finalised all of this though as changed our mind about it. Apparently Moneybookers made my account a merchant account anyway and I had no idea until I recieved my first ever withdrawal to Moneybookers from 32Red last night! I use Visa or bank wire normally). After receiving the Money unexpectedly I noticed that I was charged $10 for recieving the money as I am a merchant apparently. I also found out as I went to withdraw the Money minus the $10 I had lost, I am also unable to withdraw the money at all as the whole amount is being held for the purposes of 'refunding the customer'. Further to that I also have to deposit an extra $10 of my money in to the account as I can no longer use any of the withdraw or pay functions untli my balance is back up to the full amount!

I have written to Moneybookers demanding that the merchant thing on my account be removed as I never requested or confirmed it and demanding my $10 fee back. Have had no response yet though!

I have written to the rep here asking If I can select the refund option that is all I'm allowed to do in My moneybookers now and refund the money back to 32Red and they pay me the way I requested in the first place(asked once and confirmed once!) Have had no response as of yet!

So basically I have a withdrawal that I can do nothing with other than refund it back to 32Red! Really frustrated as I wanted it by Friday as promised. I just have a feeling I'm in for a long time screwing around and waiting for all this to be fixed! Hopefully I'll be pleasently surprised though?

I'm not angry at 32red as sh*t happens. But seriously if someone requests a payout to a certain method, then it should be honoured!

Cheers
Gremmy




Added: I was unaware that it was a weekend(It's 6pm on Monday here! I will wait a little more patiently and hope this can be resolved for me. I really wanted the Money by Friday.

[Mark_32Red]

Hi Gremmy,

Apologies for not getting back to you sooner, as pointed out by Chayton (thanks), I'm lucky that I don't need to work weekends. . I often check the forum on my iPhone while out of the office - but without access to your account there is little I can do.

I'm heading into the office now, I'll pick up your PM then - sorry for the inconvenience.

Regards,
Mark

[chuchu59]

Let me also add that while time is of essence the way a casino handles issues is also of paramount importance. Gremlin, your issue is definitely in good hands.

[Gremmyboy]

Just to update everyone.

Mark has been in contact with me through private message and contacted the payments team who are trying to sort it out for me. I tried to re-deposit it to 32red and to refund the funds through Moneybookers both to no avail.
Payments are now requesting that the money be returned to them and then will issue a paymeny via Visa. Hopefully!

Thanks to mark and the 32red team for their assistance and speedy reply to my problem.

Excellent customer service all round!


Cheers
Gremmy

[Nate]

Thanks for the update Gremmy. I read your post and I would have also been agitated.

You are in safe hands with the 32Red team. Mark and all the Management are very efficient at resolving complaints and always put the customer first.

Nate