Vanguard Jerking me around

[Casinomeister]

Thanks Charlie, but I still do not understand why support continues to not reply to me? If my docs have been "misfiled," as you suggest, why are they not telling me this? How am I suppose to know that? I have to send everything again?.....

Yep, this is troublesome. Again a problem with Rival's centralized support...

[Nifty29]

Thanks Charlie, but I still do not understand why support continues to not reply to me? If my docs have been "misfiled," as you suggest, why are they not telling me this? How am I suppose to know that? I have to send everything again? I really feel strongly that Vanguard should at least send me an emailing explaining that they needs the docs again and why. I played a lot of money there, and should be contacted or replied to when I am inquiring about my overdue withdrawl. Since you seem to be the only one responding, please let me know what is going on with my account Charlie, and maybe suggest that someone from Vanguard reply to my email inquiries.

Moreover, what is a player who doesnt have access to Charlie's help supposed to do in this situation??

The OP is fortunate being a CM member, but I shudder to think what anyone else would do if support etc just dont answer. Believe me, Ive been through it myself.

If the centralized support is incompetent, which the facts presented indicate, then Vanguard should get their own in-house support or be suspended from accreditation until they do. IMO this kind of treatment is unacceptable from an accredited casino. We shouldnt accept "we rely on rival CS staff" as an excuse for poor service.

[maxd]

PAB received and in progress.

[NASHVEGAS]

Yep, this is troublesome. Again a problem with Rival's centralized support...

Again????........it has been going on for at least 2 years and I suspect from Day 1. Too bad Eurolinx and BigRounder, iirc , did not allow you the time to read all the TIV thread or peruse my thesis(s) throughout. And it was not all bad but when it was, a freakin nightmare to deal with!

[vinylweatherman]

Hi Angie,

Charlie here from Vanguard. I'm so sorry about the issue with your documents. I'm still trying to sort out what happened, but from what I understand I believe that your documents were actually received but have been misfiled, hence the confusion

Unfortunately your cashout cannot be processed without documentation, so as I suggested in my email, fastest solution would be if you could please re-fax your documents as soon as possible. I've put the support team on high alert and they'll be waiting. Perhaps you could also shoot a quick email for my attention at support@vanguardcasino.com, (or PM me here) once you've faxed so I can double check with support that you're good to go.

Please accept our apologies, and thank you for your kind understanding and patience. I know this is your first cashout at Vanguard, please rest assured your future cashouts will NOT give you a headache!

Bests,

Charlie

So, such VERY sensitive information has simply been LOST!!! How then can you be in a position to guarantee that this information is SAFE, since even if merely misfiled, you should be able to find it again from it's SECURE STORAGE LOCATION.

Expecting the player to send documents over and over again increases the risk of them going astray into the wrong hands. If they get "misfiled" a second time, there are then TWO sets unaccounted for, and potentially TWICE the risk.

This seems to give the impression that there is a lax attitude to losing player's documentation, that it's no big deal because the player can easily resend them. The "big deal" is the fact that they were lost, and not kept secure, NOT that it is merely a trivial matter for the player to resend them.

Since you clearly screwed up and LOST the documents, but they WERE received, you should as a matter of goodwill have paid anyway, and "sucked up" the consequences of your own error, and THEN opened negotiations with the player to see if they were prepared to forgive the lapse, resend the documents, and play some more.
A player who does NOT leap on all the bonuses must surely be the best catch of all, they are CLEARLY not an "advantage player".

[angiehoops]

Well, they did, with the intervention of PAB here, finally pay up. Thanks so much for the help. I think there may still be an issue with them, as it looks like they lost their accreditation here. I did "roll the dice" and play with them again, small amount. I won $400. It has been "processing" since March 11th! I got an email saying due to unforseen events, I should be paid later this week?? Anyone know what "unforseen events" are in the casino world, because I equate it to a funding issue. Not sure though. Crossing my fingers that they follow thru and finally pay me this week. Not a good sign.

[kakata]

"unforseen event" means DO NOT DEPOSIT there anymore...is it so difficult to undearsteand?
I think Ive won at "almost" all rivals Ive played at...still I dont go back.Each and everyone of em made me wait in way or another...I cashed out got paid and bye bye...as simple as that.