Hi all,
I'm receiving a number of reports of withdrawals failing to be issued by our processor after they've been processed internally. Both our customers, and us internally, are receiving a message from the processor stating "Transaction failed for various reasons"
This has caused some withdrawals (early, very sporadic cases) to be delayed for over a week now and some more recent cases which have gown in number.
This is happening sporadically, without any clue toward the common factor we can ascertain, and the processor is investigating it as we speak - we have not received any direct feedback to a cause as of yet. I'd like to assure everyone of the following:
1) I'm personally on this issue uninterruptedly.
2) I'll be reaching out to all affected customers personally. Members of CM that have been waiting for withdrawals can reach me here.
3) Appropriate compensations in addition to cash-outs will be awarded once we realise what is the cause of the fault and apply a fix.
When we deployed NetEnt we also did a massive overhaul of the system which you may have noticed from a new look and feel of the transaction (deposit./withdraw) page. This included a new "better" processor. I'm hoping these are teething issues and not an ongoing occurrence, however the situation will be resolved whichever way which may include reverting to the old, less agile but more stable system.
Please approach me with any ongoing issues that may occur to your account. While this is happening to some players, there is no common factor we can point to that shows us why to those players and not to others.
I ask you to be patient with us through this time, as always - a quality resolution and player treatment is of primary concern to us and appropriate compensations will definitely be made.
I'll be reaching to heavily delayed customers personally to offer a alternative withdrawal method of their choosing.
Thank you and apologies once again.
Igor
I'm receiving a number of reports of withdrawals failing to be issued by our processor after they've been processed internally. Both our customers, and us internally, are receiving a message from the processor stating "Transaction failed for various reasons"
This has caused some withdrawals (early, very sporadic cases) to be delayed for over a week now and some more recent cases which have gown in number.
This is happening sporadically, without any clue toward the common factor we can ascertain, and the processor is investigating it as we speak - we have not received any direct feedback to a cause as of yet. I'd like to assure everyone of the following:
1) I'm personally on this issue uninterruptedly.
2) I'll be reaching out to all affected customers personally. Members of CM that have been waiting for withdrawals can reach me here.
3) Appropriate compensations in addition to cash-outs will be awarded once we realise what is the cause of the fault and apply a fix.
When we deployed NetEnt we also did a massive overhaul of the system which you may have noticed from a new look and feel of the transaction (deposit./withdraw) page. This included a new "better" processor. I'm hoping these are teething issues and not an ongoing occurrence, however the situation will be resolved whichever way which may include reverting to the old, less agile but more stable system.
Please approach me with any ongoing issues that may occur to your account. While this is happening to some players, there is no common factor we can point to that shows us why to those players and not to others.
I ask you to be patient with us through this time, as always - a quality resolution and player treatment is of primary concern to us and appropriate compensations will definitely be made.
I'll be reaching to heavily delayed customers personally to offer a alternative withdrawal method of their choosing.
Thank you and apologies once again.
Igor
