I don't know if this has been discussed before, most likely has, but doesn't hurt to get the info up again.
I had made a withdrawal for the last time after a couple reversals at English Harbor, the last withdrawal was on the 16th. I look at it today and it is still sitting in pending and wonder what the delay is since I had no bonus and knew I had my docs already taken care of some time back.
Here is a copy of the chat with cs:
General Info
Chat start time May 21, 2010 1:38:29 PM EST
Chat end time May 21, 2010 2:04:16 PM EST
Duration (actual chatting time) 00:25:46
Operator Jenny
Chat Transcript
info: One of our Representatives will be with you in a moment. The estimated wait time is 4 seconds.
info: You are now chatting with 'Germain'
info: Your Issue ID for this chat is LTK145021789307X
Germain: Welcome to Casino Support. How may I assist you today?
you: Hi Germain, I wanted to know why my withdrawal is still pending?
Germain: Can I please have your casino account ID?
you: EH**********
Germain: Thank you for waiting. I'll be with you in just a moment.
you: okay
Germain: I will be right with you.
Germain: Thank you for your patience.
Germain: Hi Evelyn, I see that the payout department is still awaiting the documents for the card ending in ****.
Germain: Have you already sent them via e-mail or fax?
you: But you have all my docs, plus no one has emailed me saying anything. I have continued playing with your group because my docs have already been established and this is the second time I have had a cashout.
Germain: One moment please.
you: okay
info: Please wait while I transfer the chat to 'Jenny'.
info: You are now chatting with 'Jenny'
info: Your Issue ID for this chat is LTK145021789307X
Jenny: Thank you for contacting the English Harbour Casino Payouts team. How may I help you?
you: I have already established my docs why is there a problem now with my withdrawal?
Jenny: Please hold on a moment, I will check your account.
you: okay
Jenny: Thank you for your patience
Jenny: When did you sent in the documentation
you: I don't know, it's been awhile.
Jenny: And how did you send them in?
you: email
Jenny: to which email address?
you: Have I not withdrawn from here or your sister casino before? My docs were sent and approved and my first withdrawal was processed.
Jenny: Evelyn, if you do not provide us with the information that you do have an account with one of our sister Casino we would not know
Jenny: As we have a lot of account, we do not go search each account
Jenny: We just look at the account that you have requested the withdrawal in
Jenny: Can you please provide me with the casino account in which you have provided us the information
you: So are you able to check with your sister casino for my docs?
you: Millionaire?
Jenny: I will be able to check the account if you provide me with the Casino Account number
you: MC**********
Jenny: Please hold
you: Okay
Jenny: Thank you for your patience
you: okay
Jenny: Your account has been updated accordingly in order for the payment to be process on Monday
Jenny: Is there anything else I can help you with?
you: Does that mean you do now have all docs established in both casinos?
Jenny: yes
you: Great, I thank you very kindly.
Jenny: You are most welcome
Jenny: Thank you for chatting. If you have any questions or comments, feel free to contact us at anytime. To help improve our service, please click Close and complete the Exit Survey.
you: I will and thank you again.
info: Your chat transcript will be sent to ********* at the end of your chat.
I guess sometimes we may assume that if we have docs sent and approved at one casino, that all in the group would have them. So it is best to contact a sister casino and have them update your accounts so as not to cause a delay in receiving your payout. So rather than getting on a rant or assuming the casinos are stalling or psychic, the player should take a little initive and speak with cs to have your docs pulled over to the sister casino. Simply stating that sometimes we players cause our own delays, inadvertently.
I had made a withdrawal for the last time after a couple reversals at English Harbor, the last withdrawal was on the 16th. I look at it today and it is still sitting in pending and wonder what the delay is since I had no bonus and knew I had my docs already taken care of some time back.
Here is a copy of the chat with cs:
General Info
Chat start time May 21, 2010 1:38:29 PM EST
Chat end time May 21, 2010 2:04:16 PM EST
Duration (actual chatting time) 00:25:46
Operator Jenny
Chat Transcript
info: One of our Representatives will be with you in a moment. The estimated wait time is 4 seconds.
info: You are now chatting with 'Germain'
info: Your Issue ID for this chat is LTK145021789307X
Germain: Welcome to Casino Support. How may I assist you today?
you: Hi Germain, I wanted to know why my withdrawal is still pending?
Germain: Can I please have your casino account ID?
you: EH**********
Germain: Thank you for waiting. I'll be with you in just a moment.
you: okay
Germain: I will be right with you.
Germain: Thank you for your patience.
Germain: Hi Evelyn, I see that the payout department is still awaiting the documents for the card ending in ****.
Germain: Have you already sent them via e-mail or fax?
you: But you have all my docs, plus no one has emailed me saying anything. I have continued playing with your group because my docs have already been established and this is the second time I have had a cashout.
Germain: One moment please.
you: okay
info: Please wait while I transfer the chat to 'Jenny'.
info: You are now chatting with 'Jenny'
info: Your Issue ID for this chat is LTK145021789307X
Jenny: Thank you for contacting the English Harbour Casino Payouts team. How may I help you?
you: I have already established my docs why is there a problem now with my withdrawal?
Jenny: Please hold on a moment, I will check your account.
you: okay
Jenny: Thank you for your patience
Jenny: When did you sent in the documentation
you: I don't know, it's been awhile.
Jenny: And how did you send them in?
you: email
Jenny: to which email address?
you: Have I not withdrawn from here or your sister casino before? My docs were sent and approved and my first withdrawal was processed.
Jenny: Evelyn, if you do not provide us with the information that you do have an account with one of our sister Casino we would not know
Jenny: As we have a lot of account, we do not go search each account
Jenny: We just look at the account that you have requested the withdrawal in
Jenny: Can you please provide me with the casino account in which you have provided us the information
you: So are you able to check with your sister casino for my docs?
you: Millionaire?
Jenny: I will be able to check the account if you provide me with the Casino Account number
you: MC**********
Jenny: Please hold
you: Okay
Jenny: Thank you for your patience
you: okay
Jenny: Your account has been updated accordingly in order for the payment to be process on Monday
Jenny: Is there anything else I can help you with?
you: Does that mean you do now have all docs established in both casinos?
Jenny: yes
you: Great, I thank you very kindly.
Jenny: You are most welcome
Jenny: Thank you for chatting. If you have any questions or comments, feel free to contact us at anytime. To help improve our service, please click Close and complete the Exit Survey.
you: I will and thank you again.
info: Your chat transcript will be sent to ********* at the end of your chat.
I guess sometimes we may assume that if we have docs sent and approved at one casino, that all in the group would have them. So it is best to contact a sister casino and have them update your accounts so as not to cause a delay in receiving your payout. So rather than getting on a rant or assuming the casinos are stalling or psychic, the player should take a little initive and speak with cs to have your docs pulled over to the sister casino. Simply stating that sometimes we players cause our own delays, inadvertently.
