Resolved Bad experience on BetPhoenixCasino!

[LHofsdal]

No, don't mind telling you at all.

I deposited 36 dollars with the 100% no max cashout code. I made the play through of over 2 grand. (I think it was something like that.)I am withdrawing 736 dollars, I will get the 700 but they will take back the 36 dollars as the bonus is not cashable.

When I took the free chip when they first opened I couldn't get anything either. I wanted some place new to try so I tried it. But like I said, the payout process is a little to long for me.

If you decide to try it out again, I wish you the best of luck.

LH

 

[takethemoney]

No, don't mind telling you at all.

I deposited 36 dollars with the 100% no max cashout code. I made the play through of over 2 grand. (I think it was something like that.)I am withdrawing 736 dollars, I will get the 700 but they will take back the 36 dollars as the bonus is not cashable.

When I took the free chip when they first opened I couldn't get anything either. I wanted some place new to try so I tried it. But like I said, the payout process is a little to long for me.

If you decide to try it out again, I wish you the best of luck.

LH

I don't mind payouts taking a week to 10 days, as long as the casino doesn't advertise differently, then not deliver. It's when a casino promises 48 hour payouts, then they take ten days, that it really gets up my nose and my hair stands on end.

 

[jod5413]

Please read the reply above Jod. However, I find what you posted very confusing considering one of your last posts:

We are either going 'broke' or 'making too much money'. In either case, it seems you are going to criticize us for it. I guess that is your right. I'd really like to find a way to keep you happy and everyone here happy; if I'm missing something, please be patient with me; I'm here for this community.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliates Manager

Nicolas,

What I have posted is in reference to different situations and I am talking in general. My opinion of a lot of casinos. Not specifically yours, I do not play there. Although, in my opinion, whenever a casino denies payment and won't specifically offer reasoning or proof to back up what they have decided, it is hard to "trust" them and believe they are financially sound.

Both of my statements ring true in different circumstances. If a casino is in trouble financially, they will most likely pay the small winners and then give a hard time to the big winners. A casino in good financial state will be really careful to not lose that standing, maybe causing them to drop marginal players, or players that are "negative value" players. Is that the right term?

Sorry if that confuses you. At least I know what I am saying!

 

[dewon]

NicolasJohnson, why you haven't replied me concerning my issue? It's been 12 days since you asked some time and promised to get back to me ASAP.

 

[LHofsdal]

Still Waiting....

Still waiting for my withdrawal to be processed. I requested the withdrawal at 8 something AM on 9/1. It is still pending. Way to long to process withdrawals in my book.

LH

 

[anniemac]

I would call and ask for Dean Carter, manager. It's been 5 days, right? My withdrawals always sat as pending until they were actually paid. Site says withdrawals are suppose to go thru 3 stages but mine never did.

 

[lagunagirl]

So a PAB does take some time. Must not be a clear cut case here or I'm sure it would be done by now.
I can't wait to see what comes out of this.

 

[maxd]

Must not be a clear cut case here or I'm sure it would be done by now.

As you guessed, not clear cut at all, so the thing has taken some time to go back and forth between Nicolas and I.

The delay is also partly my fault too because I simply had to get some site administrative stuff done while Bryan was away (big updates coming in the Archives section).

Anyway, I've heard back from Nicolas on this and as I see it a satisfactory settlement is imminent.

 

[LHofsdal]

Still Waiting....

After my post yesterday I got an e-mail saying that my withdrawal was denied because they had to take the bonus amout back and I needed to request the withdrawal again. So I did, and I am still waiting for it to be processed. This withdrawal was requested on 9/1.

I have never played at a casino where they take the bonus money out seperate, then ask to have the withdrawal made again. The bonus money is always taken out when the withdrawal is being processed. I just hope I don't have wait another week to get my money.

LH

 

[anniemac]

LH, that truly sucks. I hope you don't have to wait another 5-7 days for payment. Ran into that problem myself, however, I had been in touch with them daily so when it came about, I was able to correct it immediately.

Hope you get your withdrawal soon.

 

[LHofsdal]

Still Waiting.....

Well, another day has come and gone and still my withdrawal has not been processed. I am really starting to get annoyed. I even e-mailed them yesterday and today and did not receive a reply. Don't think I will be depositing here again.

LH

 

[takethemoney]

Sorry to hear this. I really thought / hoped they were better than this.
Don't they understand that when people read stuff like this the deposits stop coming?

It's not just this casino, but I guarantee you my mind has been made up over a dozen times in the last 3 months, not to deposit somewhere, based on what I read in a thread here on this site. The industry has itself to blame for it's own ills and when emphasis is taken away from excellence in customer service, when management does not subscribe to excellence, the road to failure is paved.

 

[LHofsdal]

When they e-mailed me 2 days ago I replied with in 15 minutes of their e-mail and stating that I just re-requested my withdrawal. When I went to live chat Omar politely told me it is in the payout department's hands, so I called the toll free number and was on hold forever and a day so I just hung up.

Do I think I will get paid? Yes but the million dollar question is when! I will let you know when it is finally processed.

LH

 

[takethemoney]

When they e-mailed me 2 days ago I replied with in 15 minutes of their e-mail and stating that I just re-requested my withdrawal. When I went to live chat Omar politely told me it is in the payout department's hands, so I called the toll free number and was on hold forever and a day so I just hung up.

Do I think I will get paid? Yes but the million dollar question is when! I will let you know when it is finally processed.

LH

I thought they got rid of Omar after he was rude to another player and requested a customer's pin number for their credit card.

 

[NicolasJohnson]

When they e-mailed me 2 days ago I replied with in 15 minutes of their e-mail and stating that I just re-requested my withdrawal. When I went to live chat Omar politely told me it is in the payout department's hands, so I called the toll free number and was on hold forever and a day so I just hung up.

Do I think I will get paid? Yes but the million dollar question is when! I will let you know when it is finally processed.

LH

You have been paid. There was 1 day delay due to you requesting more than you could request. Our reps fixed the amount and then it was processed.

Sorry if there was any misunderstandings.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliate Manager

 

[LHofsdal]

Guess What?

Well just got an e-mail stating that my payout has been processed. But it is not in my e wallet yet. I will give it till the morning. By the way the e-mail started out Dear Customer, all other e-mails started out Dear Lori. Maybe they were getting annoyed at me posting here, who knows, as long as I get my money.

I think Omar is still there, he is a copy of my chat with Omar:

info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Omar'
Omar: Welcome to Bet Phoenix Casino, where the excitement never ends! How may I help you today?
Lori: Hi Omar, I was just wondering when my withdrawal would be processed.
Omar: let me review your account for a moment
Lori: okay thank you
Omar: thanks for your patience
Lori: no problem
Omar: we recommend you to send us an email to payouts@betphoenixcasino.com
Lori: and why is that? it has been pending since 9/1 and you called me to verify my phone number and told me everything was in order....
Omar: at this point our payouts department is the one in charge of your withdrawal request
Lori: I see, I will send the e-mail thank you
Omar: thank you for coming to chat with us
Omar: have a great day
Lori: I will if my payout is processed lol
info: Your chat transcript will be sent to xxxxxx@yahoo.com at the end of your chat.

 

[NicolasJohnson]

Well just got an e-mail stating that my payout has been processed. But it is not in my e wallet yet. I will give it till the morning. By the way the e-mail started out Dear Customer, all other e-mails started out Dear Lori. Maybe they were getting annoyed at me posting here, who knows, as long as I get my money.

I think Omar is still there, he is a copy of my chat with Omar:

info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Omar'
Omar: Welcome to Bet Phoenix Casino, where the excitement never ends! How may I help you today?
Lori: Hi Omar, I was just wondering when my withdrawal would be processed.
Omar: let me review your account for a moment
Lori: okay thank you
Omar: thanks for your patience
Lori: no problem
Omar: we recommend you to send us an email to payouts@betphoenixcasino.com
Lori: and why is that? it has been pending since 9/1 and you called me to verify my phone number and told me everything was in order....
Omar: at this point our payouts department is the one in charge of your withdrawal request
Lori: I see, I will send the e-mail thank you
Omar: thank you for coming to chat with us
Omar: have a great day
Lori: I will if my payout is processed lol
info: Your chat transcript will be sent to xxxxxx@yahoo.com at the end of your chat.

The email stated dear customer because it is an auto generated email and it isn't pulling the customer name. It had nothing to do with you posting here; although I will admit I'd rather be contacted if there is a problem; you know I'm here... I can fix things quicker when I get contacted directly rather if I have to scour the forums to find if someone is unhappy. I'm not saying you shouldn't post... just that I can fix things quicker when contacted (I don't spend all day on the forum... I do spend all day checking my email)

You have been paid. There was 1 day delay due to you requesting more than you could request. Our reps fixed the amount and then it was processed; everything done per our T&Cs.

Sorry if there was any misunderstandings.

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliate Manager

 

[LHofsdal]

I Have Been Paid

I just wanted to update everyone and let them know I have been paid and it is now in my e wallet.

Thanks for replying Nicholas, I appreciate it.

LH

 

[takethemoney]

Glad u got paid, but I knew you would. Let's not lose sight of the original purpose of the thread.

 

[dewon]

Nicolas, as you seem more eager to answer here than in private, I'll have to ask my question here then:
When is Betphoenix going to pay me my August's payment and can I now finally expect you to honor the payment schedule? I'm already really frustrated with your casino, you dont answer my questions nor pay as agreed.

 

[LHofsdal]

I hear ya dewon, I deposited once at this casino. Took the 100% no max cashout coupon. My mother came to visit today and wanted to try out online gambling. I told her I would make a deposit and she can play on my account. I figured I had good luck at this casino I would try again. Well, this is what I got when I tried to redeem the no max cashout promotion(See photo below). I guess that is what happens when you get lucky on your first deposit. Needless to say I deposited somewhere else and will not be back at this casino. I guess Annie is right, this is what happens when you win to much.....

LH

 

[dewon]

Ok Nicolas contacted me very fast after my earlier post here and promised the payment. If I get it next week and my next scheduled payment around 4th of next month as I have agreed with Betphoenix, I'm happy.
So long for 4 months it has been a real pain to get my payments. Every time they've been late for 2-3 weeks from promised and I had to go to the live chat many times asking about it.

 

[LHofsdal]

I am happy for you dewon, but why are you waiting so long? The 4th of next month is 3 weeks away.... If your happy with that, I guess that is all that matters.

LH

 

[PiperSniper]

... sorry, cant write here

 

[anniemac]

You don't have to tell if you don't want to, Dewon, but just how much money did you win?

Sounds like it was a good sum if payout is set up in installments.

Congrats and may everything go smoothly.