So I can't see why we failed to pay your withdrawal in good time, can you please PM me your username. We had a failed batch file recently via ewalletxpres and hadn't realised so this could be the problem, however I am concerned with the support representatives response and would like to resolve this issue so it does not happen.
Best Regards,
AffiliateWide
So, you don't bother checking that these batched payments work, you wait until players start complaining, and then they get BS reasons from support which are basically of the type "please give us more time". Well, if you don't notice the batch failure, no amount of patience on the part of the player will help, it needs someone YOUR end to go & check, and then correct the problem.
Had you been monitoring the completion of the process, you would have caught the failure the next day, and it is likely players would not have noticed the problem, since it would have caused a delay of one day.
Your CS seems to have guessed the reason, but given that you are Rival, the reason they came out with was the WORST POSSIBLE one any Rival casino can give out given the current farce involving "white label" Rival casinos. On reading this, my first thoughts were that the collapse of Rival had spread beyond the white labels, and was starting to pull down the independents.
There are players who have received the "backlog" excuse, but who are not members here, and do NOT yet know this was a CS mistake, and that the real problem was a failed batch that was not noticed until this problem was investigated.
Even YOU didn't know about this batch failure in your first post, and simply guessed this was a first withdrawal, subject to the usual 8 day wait.