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butlers bingo ridiculous cashout

Discussion in 'Online Casinos' started by lockinlove, Mar 12, 2014.

    Mar 12, 2014
  1. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    This has been by far the worst cashout I have ever attempted.

    Upon signing up, I sent 6 pieces of ID (well I guess really 4. Drivers license front and back, credit card front and back and 2 utility bills) to this casino group without request or without first depositing. I like to get the ball rolling and make it easier for the casino when and if I cashout.

    I won a small profit of $60. I decided Id take a cashout. I almost always do this if Im up and down to test the cashout of a casino Im unfamiliar with. Just in case i win something big I want to me sure I get paid and everything is smooth.

    I noticed they have 3 options. paymycard, bank wire and check

    Since it was a small profit I decided to go with a check. Total payout is $160

    3 days later I get an email stating my withdraw has been denied because it requires documents (I sent them 3 days ago remember) The same day and not long after that email I get an email my ID has been accepted and resubmit my withdraw.

    Im a little annoyed by this. Surely they saw my ID was sent. Why reject it and then approve my documents?

    So I resubmit check option again.

    A couple days later I get an email it was denied because they dont accept withdrawals back to mastercard. Right on. I never chose that option. i already knew that was the case.

    So I resubmit it again.

    I get on live chat and speak to the rep here because this is ridiculous. I am told by live chat that it will process for a few more days, clear and be sent out.

    In the mean time I explain my displeasure to IanO.

    Fine.

    About 3 days pass and IanO responds again and tells me that sometimes datacash has issues with sending checks to Canada and asks why I never chose the wire option. I explain I dont want to pay $25 fee on $60 winnings.

    A few days later IanO send me a message that I got today saying they need to do a bank wire transfer now.

    So about 5 days after support tells me the check is on the way.

    Its not. Its just sitting there.

    10 days and my money still hasnt been sent

    I find it spectacular I was told they have been waiting on me the past 3-4 days to give them bank details. I never ever got an email requesting it.


    When I first wrote my review of this casino is was nothing but positive.

    Now I can safely say this has been the worst cashout process Ive ever been through especially for such a small amount

    This casino def does not have it together.

    I dont want anymore excuses from support, management or anyone. I want my money I requested almost 2 weeks ago.
     
  2. Mar 12, 2014
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    It's not good to wait for cashouts, especially if pre-verified. But did you read their terms as regards fees for the various cashout options first? It sounds like you did as you opted to avoid the $25 fee by taking a cheque. I suspect that their costs for getting a cheque to Canada for a mere $60 would be prohibitive, hence their desire to bank wire the money. Sounds like your stuck here, and there is confusion between CS/the rep/payments team.
     
    1 person likes this.
  4. Mar 12, 2014
  5. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    The $25 fee is actually from my bank and not the casino. Its usually between $15-$25 I believe. So I wanted to avoid that fee. especially if its $25..lol

    The total cheque would have been $160. My deposit plus winnings. Also, the minimum cashout for this process is $50. If they cant afford it, raise the minimum cashout to what they can afford. Not give me the most incredible run around ive ever seen for a measily $160 :(

    From reading around IanO has a good reputation and a very good guy that people like here. The casino is accredited and their support is very friendly and quick to respond to live chat requests. After the first half of these issues I wanted to create a thread voicing my displeasure but I seriously held off because I understand sometimes casinos make mistakes and they seem to have a good rep here. so figured id give it a chance.

    I even sent management an email stating my displeasure. Hopefully to get them on it and make sure no more screw ups. Not because Im overly concerned about $160. But if Im trying out a new casino, I want things to be smooth.

    But after logging in today and getting a PM from IanO stating now they cant send me a cheque after all this, I am beyond annoyed.

    If im the first to experience this, I guess I have bad luck.

    I dont want to run them into the ground too badly over such a small amount especially when others are fighting for thousands of dollars in other casinos.

    So ill just leave this thread here, with my overall review.. in case these things start happening more often with this casino, it will show a history of it and where changes need to be made.

    :thumbsup:
     
    6 people like this.
  6. Mar 12, 2014
  7. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I'm sure Ian will tell the casinos side of the story. It's not always the same.
    What I find a little amuzing is the last part you said...in case these things start happening more often...
    They have been accredited here for almost two years now and I think this is the very first complaint I've seen in here about slow cashouts ;)

    I do feel for you. It's tough waiting to get paid and should be solved as quick as possible. I'm sure it will be.
     
    2 people like this.
  8. Mar 12, 2014
  9. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall

    I think he means 'if more cases of this scenario occur after his experience'. In other words players from his country and others who play from overseas need to look at their deposit and withdraw methods carefully before playing there to avoid being trapped with bank fees and then getting payment delayed as they try to use other methods to get round them.

    The site is good though and IanO will get you paid.
     
    4 people like this.
  10. Mar 12, 2014
  11. IanO

    IanO Regular Human

    Occupation:
    Marketing and promotions
    Location:
    Ireland.
    I was about to respond to your latest PM when I saw this thread, so will reply here to clarify some of the points you raised above.

    Firstly I commend you on providing docs up front. So few players are this prepared and it is unfortunate the resulting process was not smoother as a result. I do see you submitted those late on a Saturday which was the same day as your initial withdrawal however, so you did not wait for those to be approved. Please note it normally takes us 24-48 hours to review and approve docs and as they had not been approved by the time your initial request reached the finance team this explains why that initial request could not be processed for you.

    You then re-submitted the request and it is that re-submitted request which is currently pending. I do not see the other submissions you mention unless you cancelled and re-requested it yourself for some reason.

    Your re-submitted requested reached the finance team on the 5th. On the 6th you were sent a mail explaining the situation and requesting your bank info for a transfer. I have confirmed the mail as sent and see you replied to it today when it was forwarded to you again.

    In a PM to me you had stated: ‘I can wait 2-3 weeks for a cheque.’ In the message I sent you this morning I replied: ‘I have been told by our finance manager that they want to do a direct bank transfer and not a wire, which is a different process and should result in no fees. If that suits I would hate to see you wait unnecessarily for a cheque.’

    To clarify, this was not me saying we would not send a cheque and had to send a wire. This was me stating that I would rather you did not have to wait for a cheque when we had a faster and fee free way to pay you, which, again, I clarified was not a wire.

    So in summary, you requested your initial withdrawal on the 1st, but as your docs had not yet been cleared that was rejected on the 3rd. On the 5th your new request reached the finance team and the following day we asked for the information to complete the process with no cost to you.

    Now that we have the details initially requested from you six days ago I am confident we can complete the payment, but will keep an eye on things and update you here once I have confirmation.

    Ian
     
    9 people like this.
  12. Mar 12, 2014
  13. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    There you go lockinlove - you get the whole amount and faster. Does this new actioning of your w/d mean your bank will still charge you? They shouldn't for a direct IBAN transfer which is good of Butlers. If they did, there's not a lot Ian could do about it to be fair.
     
    4 people like this.
  14. Mar 12, 2014
  15. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    nevermind.

    Deleted post

    I have no idea if I will get charged. We will have to see whenever it arrives.

    I agree there is nothing that can be done in regards to fee's. However, I would never have signed up here if I had to choose banking. I was 100% led to believe I had the cheque option and I was told numerous times this was available for Canadians.

    Why am I being told this it is not an option 12 days later?
     
    Last edited: Mar 12, 2014
  16. Mar 12, 2014
  17. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland

    He is not saying that cheque is not available, he is saying that they could send the payment as bank transfer, which should not have fees that the wire transfer has, so that you could get your money faster, without any extra fees.
     
    4 people like this.
  18. Mar 12, 2014
  19. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    No no, I do get thats what hes saying. I have been told there is no cheque option for Canada as early as today.

    Also, if there is a cheque option why did support supposedly send me an email on March 6 requesting bank details? Why would they do this if there was a cheque option?


    Ian I forgot one question.

    On March 6th when my cashout was denied again I was told in order to process a cashout I needed to confirm my physical address and username via email and confirm I wanted a cheque.

    Why after my ID was approved was I told that actually in order to do a cashout I needed to confirm my stuff through email now?

    Here is the email That was sent on the 6th. Most personal details I have starred out.

    To This email is not visible to you.
    Mar 6 at 12:04 PM
    +++++++++++++++++
    20 **** Circle
    *****, ontario
    ****

    ******* is my phone #

    please process my cashout via cheque
     
  20. Mar 12, 2014
  21. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I understand you're a bit spun by the confusion over the last few days, but I'd personally let it go now. Your w/d has been processed and sent by IBAN transfer and like I said is unlikely to incur any fee, Ian has sorted it. Like many CS operatives, yours may be used to more mundane matters than international cheques and misadvised you OR the casino (within their terms BTW) has chosen a better or more cost-effective way of paying you.
    Yes, maybe a breakdown in communication due to the timing of the events like KYC/withdrawal etc. but hopefully you got compensation in the form of a fee-free cashout. :)
     
    1 person likes this.
  22. Mar 12, 2014
  23. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Yeah ive just gotten super annoyed throughout the day. Management responded to me like everything has been great etc etc

    Ian forget answering my questions. Im over it. In the end, I will get my money and not play here again. So there is really no point in carrying this on.

    Thanks to the people contributing in this thread.

    And Ian I dont place any "blame" on you. I was more or less hoping to get answers from you from some of this stuff.

    Have a nice day all.
     
    1 person likes this.
  24. Mar 12, 2014
  25. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    If you want to get REALLY angry go and play TFTUT for an hour.....:D
     
    2 people like this.
  26. Mar 12, 2014
  27. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Also not an option for Canadians dunover.

    Please let us know if you have any fees for the bank transfer lockinlove (I don't think you will), as I'm always looking for cheap ways to withdraw. I really miss Skrill.
     
  28. Mar 12, 2014
  29. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    sure it is :D
     
    1 person likes this.
  30. Mar 13, 2014
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is the problem with communication problems and ill informed front line CS.

    From the players' point of view, there was a lot of unnecessary messing around, and it was due to the internal systems not working together. The player decided to withdraw, and rather than wait a couple of days to be told to send documents (bear in mind many casinos don't even bother asking, they assume the player is telepathic and just sit on the withdrawal till the player realises they should send in the documents), he sent them at the same time. Instead of dealing with this in a coordinated manner, the left hand had the documents, but the right hand denied the withdrawal because the left hand hadn't passed on the documents. Why did the withdrawal have to be denied, rather than the documents being reviewed as part of the process of paying the initial request? A simple common sense question for a player, and patently more efficient.

    To compound this initial negative experience, there was confusion over the withdrawal itself, with the player being told different things from different people, and all giving the impression that the payment was being unnecessarily delayed in the process, even though it probably wasn't.

    The final straw may have been the "nannying", the operator doing what it thought was best for the player, rather than what the player had already figured out was the most cost effective option, a three week wait, but a guarantee of no $25 fee. I suspect the difference between a "wire" and a "bank transfer" is lost on most players, so if the bank charges $25 for receiving a direct payment, the player will feel that this will apply in all cases, whether a wire or bank transfer.

    Rather than force this option on the player, they should have been contacted to suggest that a direct bank transfer would both be faster, and incur no wire fee, and that if the player would like this to be done instead of the check, they had to respond within xx hours. No response, and a check would be sent as per request. Instead, it seems the player got the impression that 4 days were wasted "sitting on the withdrawal" because they didn't have the bank details, which of course were not provided as a check had been requested. The player had thought that about a quarter of the wait for the check had already gone, so it must have been very annoying to find out that nothing had been processed at all.

    It does seem odd that Canadian players are having such a hard time, harder even than many US players, yet there is limited government action there compared to the crusade being waged by the DoJ, NSA, etc in the US.
     
    1 person likes this.
  32. Mar 13, 2014
  33. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    You've managed to explain it better than I could. Your post is the exact situation and my thoughts. Thanks for that.

    I also dont get the whole issue with Canada. Ive been playing poker gambling for years and never ever had a problem cashing cheques here
     
  34. Mar 13, 2014
  35. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I used to play butlers all the time, not 1 problem but I am in U.K, do not bother much no moe, 1 withdraw aloud in a 7 day peroid? same as glossy there sister site, I can make 4-5 deposits a day, what use is 1 withdraw a week, stupid
     
  36. Mar 13, 2014
  37. IanO

    IanO Regular Human

    Occupation:
    Marketing and promotions
    Location:
    Ireland.
    Lockin,

    I asked about your pending request and have been told that was sucessfully sent earlier today. Please confirm either here or via PM when this has reached you at if it did so at no additional cost as planned.

    If there are still any aspects of the process you want me to review or outstanding questions you want answered please let me know.

    Kind regards,

    Ian
     
  38. Mar 18, 2014
  39. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Still no money.

    I asked support for an update and they just tell me there is no manager in the office so they have no update.


    Does anyone know how long a bankwire usually takes? Any time ive had them they take 2-3 days. This is now the 6th day and almost 3 weeks since this has all happened.

    Thanks.
     

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