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cashing in...need help please

Discussion in 'Online Casinos' started by wanda5, Dec 31, 2004.

    Dec 31, 2004
  1. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    Hi Guys,
    I am getting really freaked out because we have been playing at Jackpot City The Gaming Club & other Bella Rock Casinos on and off for over 3 years and have never had a problem with them until now. We have cashed out 4 times since November and now we have 3 more cashouts being processed. We moved and put our change of address where it asks on the page and the first check never got to us because I screwed up on one number when I changed our address on thier web page.
    It was no big deal, they just asked us to provide a bill and drivers liscense (for the first cashout check) & then it came to us just fine. On the next cashout, they then had the wrong address again, as if it were never changed the first time, so again we sent them the info and got that one and the next two just fine.
    BUT now we cashed out again on the 23rd of Dec. and since we had not recieved anything about it, we emailed them asking what the deal was and by then we had two cashins total, they then sent us ANOTHER email saying they need that same information again! SO again we provided it to them and my husband wrote also that they please fix whatever keeps causing this to happen. We got an email that said they recieved our info & it all looked fine and will let us know when its processed. Again, we never heard back from them. So today my husband called them and now they are telling us that they need proof of a BILL from WAY BACK when we first signed up with them at our original address from 3 years ago! We have moved 3 times in the last 3 years and have always provided them with all of our information & proof. This is just sounding too freaky. I went through old boxes and FINALLY found some things with that address but damn, as much money as we spend in thier casinos, I am just stunned that they are putting us through this BS. We got lucky with winnings for the last few months, but trust me, we are no where close to breaking even lol
    Can you guys just tell me if this sounds like they are giving us the runaround because we recently started winning some money back? The account is in my husbands name so they wont talk to me and I am afraid my husband is not asking the right questions.
    They said there has been a lot of fraud going on, but we have consistantly played there and informed them of any changes. I dont know why someone would sign up as someone else who already has an account anyway...that seems rediculous. I mean if we were brand new to the casino I could understand it, but jeeze over 3 years and now this?
    Can anyone set my mind at ease, and tell me if this sounds normal, we have a $379, $900 & now $500 cashin so the total is $1779 that we are waiting for and its not a lot of money so I just dont get all of this.
    It seems like they would have good customer service for people who spend a lot, but they just seem so unorganized.
    What sucks is that they are the only casino company that I have really learned to trust and feel like they have fair payouts & the cash ins that we did get, came VERY fast after the initial BS.
    Hopefully I am just being paranoid, but I really dont want to stop playing there.
    Thanks
    Wanda
     
  2. Jan 6, 2005
  3. linda7

    linda7 Quit Gambling

    Occupation:
    A mommy...best job ever!
    Location:
    Brooklyn, NY
    Hi Wanda...re: your cash ins

    Wanda, I know just what you mean about Jackpot City. When they were on their own, they were the best with fast payouts, etc. However, now that they are with the mothership "Belle Rock" it seems as though you must jump through hoops to get your cash. If I were you this is what I would do. Try and get together information which proves where you lived in the past 3 years. I think you said you moved three times, so I would get a bill from each of these addresses, approximate the time that you lived there, and that should take care of the address part of the problem. In addition, send another copy of your hubby's drivers license, and any other info they may be requesting, i.e. copy of credit cards, etc. Put this nice package together and either fax it or scan it to them, but first get the name of a Manager that you can send it to personally. Ask the manager to kindly assure you that your information is legible, and ask him/her to send you an email stating this. Also, once you receive the email from the Manager assuring you that all is well with your copies, keep this email in a folder, and if necessary forward a copy to the financial dept of Belle Rock and ask them to please process your withdrawals. I know this sounds like a pain in the butt, however, it should work and you will never have any trouble again with JP City and you can start enjoying playing there again with confidence that your payouts are safe.
    I hope this is of some help.
     
  4. Jan 6, 2005
  5. cipher

    cipher Banned member - being a jerk

    It's good to hear from the both of you. In this particular situation I think I'd get in touch with Bryan. He's got to have better connections with the upper management of Jackpot City than anyone else on the planet and I can't imagine it would take anymore than one phone call to get this done once and for all. Afterall it's not uncommon for people to move.

    Secondly Wanda, if you're not already, I'd be doing these deposits and cash-ins with Neteller. Have a good one.
     
  6. Jan 14, 2005
  7. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    problem solved! YAY

    I forgot I posted this! HI AND THANKS CIPHER AND LINDA!! Hope yall are winning!
    I just typed this long post and hit something and lost it darnit ! so quickly, I will say I LOVE Jackpot City and the Gaming club again!
    Just before we got our last check from them we recieved and email explaining that they were no longer using proc-cybers services, so I am going to assume, it was probably proc-cybers fault. :lolup: Those of you who know me here KNOW how much I HATE proc-cyber...so good riddens!!!!
    I am so happy now! Everything is great and we are having fun and no problems with them whatsoever!
    What a relief!
    Linda you may want to give them another go. Before this happened we got our checks in a flash and my husband just told me we got another one that was processed on tuesday and got to us via courior on thursday!
    Best of luck all!
    Thanks a bunch!
    Wanda
     
  8. Jan 16, 2005
  9. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    Retracting last post

    Just after posting how much I loved these guys...customer service proves once again to be lacking and here are the emails back and forth so you can see what a joke they are. I am so sorry to have raved about them. And thought I better let you in on what happened. I tried to shorten the irrelevent parts so you can kind of breeze through it...

    Dear Kyle,

    As a valued player at Belle Rock Gaming, you can expect to
    always get the best. We are continually striving to bring
    you the highest quality gaming experience possible.

    In saying that, if we've ever disappointed you, we would
    like to know all about your experience so that we can
    address the issue and make sure that it doesn't happen
    again.

    NEXT EMAIL SENT TO ME:

    Promotional Reference: 6026

    Dear Kyle,

    --------------------------------------------------------
    GET 150 chips on your next deposit of
    100 credits during this promotional
    period!
    --------------------------------------------------------

    Sound too good to be true? It isn't. If you'd like
    150 free chips, during this promotional period,
    simply do the following:

    1. DEPOSIT (purchase) 100 casino credits using
    any deposit option of your choice between: 5pm (EST)
    January 14th, and 6pm (EST) January 19th, 2005.

    2. CLAIM your 150 free chips by clicking on the
    link below:

    You must register/login in order to see the link.
    (If you cannot click this link, simply paste the URL
    into your browser)

    Kyle, take up this fantastic offer at ANY ONE of the
    Belle Rock Gaming casinos, where you already have an
    account registered.

    I THEN MADE MY DEPOSIT & WENT TO THE PROMOTION CLAIM & FILLED IN THE CORRECT INFO.

    Dear Kyle Doty
    Thank you for submitting your claim for the
    bonus offer at Belle Rock Gaming. Your claim
    is currently being processed (this could take
    up to 24 hours).

    FEW HOURS LATER THIS CAME:

    Dear Kyle Doty

    Thank you for claiming your Bonus Credits at
    Belle Rock Gaming.

    Unfortunately, your claim was denied because
    of the following reason(s):

    The account number that you submitted, 'tjcxxxxxxxxr', does not exist
    in the list of valid applicants.

    If you have any queries, please contact our 24/7
    support team on the e-mail address or toll-free
    numbers below.

    MY RESPONSE


    Please tell me why my account with JackPot city does not apply to this bonus. Once again, here is my account number that I am trying to claim my bonus for:
    JACKPOY CITY: tjcxxxxxxxxr

    Thanks,
    Kyle Doty




    Thank you for emailing Belle Rock Gaming's Online Casinos.

    Your details for the 150 chip offer was submitted using your Gaming Club Casino account number and will be reviewed shortly. Please allow at least 24 hours for this to be credited to your casino account as the process is fully automated.

    We trust this information has been of assistance and look forward to hearing from you soon. Should you require any further assistance, feel free to contact us. For your convenience, we have a toll free helpdesk available 24 hours per day, 7 days a week.



    MY RESPONSE:
    Please forward to a manager...
    You ask me if you have disappointed me? Well, with every (loyalty) bonus offer you send me, I make my deposit, put the promo code in along with the other info and you then send me and email stating that I AM NOT ELIGABLE only for me to email you back with the email that DID in fact make the SPECIFIC offer to ME. Then at your own convenience someone LATER writes me back letting me know I have then been credited.
    I dont know why I go through this each time, and its the same with my cash ins. OVER AND OVER AND OVER again. I have been a customer of your casino for over 3 years, spent thousands and thousands of dollars with you. Yet there is always a problem. And with every problem I recieve an automated response that just seems to delay everything.
    AND what urks me the most is that at the casinomeister forum, I had just given you RAVE reviews, but did say that your customer service is lacking.
    From now on if you want my business I want a managers response. I spend way too much money to go through this and expect to be treated as the loyal & honest customer I have been. The following is a copy of the email WITH the promo as well as a copy of the one rejecting me AFTER I already made my deposit.
    Kyle Doty

    Dear Kyle

    Thank you for claiming your Bonus Credits at
    Belle Rock Gaming.

    Unfortunately, your claim was denied because
    of the following reason(s):

    To be eligible for this promotion, you are required to purchase $100.00
    during the promotional period. Please note you have either purchased
    less than the required amount or missed the promotional period. You may
    also have claimed your bonus before your purchase reflected in your
    Account - if this is the case please reclaim before the promotional period
    ends.

    If you have any queries, please contact our 24/7
    support team on the e-mail address or toll-free
    numbers below.

    Many thanks,



    Ok, please let this be the last time I have to mess with this.
    I made a deposit of $150.00 into my JACKPOT CITY account. Here is my account number for
    jackpot city: tjcxxxxxxxr (NOT THE GAMING CLUB! MY JACKPOT CITY ACCOUNT NUMBER STARTS WITH TJC NOT TGC)
    After I made my claim for the bonus (deposit $100 and get $150) and used my jackpot city account number (since this is where I made my deposit).

    I then get an e-mail saying that my account number is not a valid casino for this promotion. We know this is not true, since JackPot City is one of your casinos. I then had to e-mail Belle Rock back and tell them they are wrong and to fix it. Now I get an e-mail saying that I used my Gaming Club account to deposit and get the bonus and that I might have to wait 24 hours (another 24 hours) before it's processed.

    This is the 4th time after making deposits and claiming a bonus that I get a response saying that my account is not a valid casino. Each time I have to write back to you and tell you this is a valid account and after several hours, (OR DAYS) I get an e-mail saying that bonus has been approved.

    I just want this fixed and never want this to happen again. I should have already had my bonus in my account and playing...instead I am having to write my 3rd letter within 24 hours trying to get this fixed. It shouldn't be like pulling teeth just to get what is rightfully mine

    Kyle Doty

    Kyle then called them and I said for him to ask for a manager this time and they said Managers do not work on the week ends and that they would have to wait until Monday to try and resolve this issue. (AND told him that they can only credit bonus' on the weekdays. If this were true, why offer us a bonus on a friday, that says our account will be credited in 24 hours? Thats a total lie then right?)
    BUT WHATS THE ISSUE?? Are they are just making things up to delay giving us the bonus money. And Kyle said this is the fourth time they have done the exact same thing. Every time, they first say our account is not valid, they then say its the wrong account and always say its the number for our Gaming Club account, which its not, they then, days later act like nothing happened and send us an email that says our account has been credited.

    We are supposedly VIPS and literally spend thousands in thier casinos, sometimes up to 10K in a month, so even though the loyalty bonus' are small, they can mean a lot after you lose a few grand or more. So please do not think its a bonus abuse thing, these are separate bonus offers we are offered each month solely for a select group (supposedly)
    I can understand if this only happened a few times, but now its making us question them completely.
    Its not even the money as much as the principal, or BS we go through. I was not aware of this until today because Kyle never mentioned it to me. So again I thought it fair to keep yall informed since I wrote my last post.

    Wanda
     
  10. Jan 16, 2005
  11. nafanny29

    nafanny29 Dormant account

    Occupation:
    financail adviser
    Location:
    London, England
    What terrible customer service!! And as you say you are one of their "better" customers. I know what I would do, take my business elsewhere with immediate effect. Plenty of places will treat you like royalty for your kind of action.
     
  12. Jan 16, 2005
  13. slotchik

    slotchik Dormant account

    Occupation:
    Marketing
    Location:
    USA
    Girl, I'll tell you right now. I have been a VIP with Jackpot Factory ( All Slots, First Web, etc. )for years and have gotten treated right each time! I have a special number to call when I have a problem ( which is rare ) . They pay me within 24 hours, and if they DO screw up, they compensate me immediately. I often email them and say, can I have a 100% match on my next deposit? They have never denied it. No playthrough requirements either...
    You need to find a new group!

    That is crap!
     
  14. Jan 16, 2005
  15. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    thier newest reponse...

    Hi there Kyle,

    Thank you for emailing Belle Rock Gaming.


    Kindly be advised that we are currently experiencing technical difficulties with our bonus crediting system. All players claiming for all promotions are getting denied with the same reason as yourself. We sincerely apologize for the delay and all inconveniences caused, rest assured we are working on the problem and it should be resolved within the next 24 hours.

    Kyle, we understand that your have had a problem like this previously when claiming bonuses but this issue has been resolved as all your casino accounts at Belle Rock gaming has been linked enabling you to claim for Belle Rock promotions on any casino account. Please note that this error received for your claim for promo 6026 has nothing to do with your past problem and is really just a technical problem and your account is not the only one affected. Please note that this matter has been escalated to our promotions department and they will arrange for your account to be manually credited within the next 24-48 hours as this department only works Monday to Friday, 9am till 5pm (GMT+2).

    Should you wish to contact us for feedback on this matter please quote reference number PT 12560.

    We trust we have been of service to you and appreciate your patience and understanding thus far.
    Should you require any further assistance, feel free to contact us, as we are available 24 hours a day, 7 days a week for your convenience.

    Kind regards,

    Angela
    Customer Service Consultant
    --------------------------------------------------------
    B E L L E R O C K G A M I N G
    You must register/login in order to see the link.
     
  16. Jan 16, 2005
  17. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    to slotchik : )

    Hi Slotchik,
    Thanks so much for letting me know that Jackpot Factory is a trusted company. I have played at thier casinos but maybe had bad luck, but I will surely try them again.
    The worst feeling is when you are let down so many times by customer service. Or treated as if we do not matter especially when we spend so much.
    When we go to Vegas, The Monte Carlo showers us with gifts, free everything; limos, cuisine, gorgeous suites, shows etc... and we are treated like royalty because we do spend a lot in thier casino AND remain loyal especially because of this treatment. I dont expect all of that from an online casino, but the least they could do is give good customer service.
    I was so sad today because Sunday is MY big day to gamble because my husband watches football (its kind of a trade to keep me out of his hair I think lol) Anyway, it was like I had no where to go. A zillion casinos and after avidly playing for over 3 years I still hadnt a clue where to go. So I went shopping instead :p
    You would think these guys would give some kind of insentive, as the land based casinos ALWAYS do. You would think they would want to create loyal customer relationships as well.
    So my revenge was the new LV duffle carry-on I bought today telling myself that we will stick to Vegas from now on. :lolup:
    Of course I got home and football was still on and realized Vegas cant be done every Sunday, so I HAVE to find a new casino group. Plus my husband and I both like to play together on Fridays and Saturdays, its such great fun together time!
    I will download a Jackpot Factory casino today and give them another go.
    Thanks a bunch and best of luck to you!
    Wanda
     
  18. Jan 16, 2005
  19. bewitch

    bewitch Dormant account

    Location:
    Home, sweet home
    Dear Wanda
    You are still the same.... :) Full of life and energy as usual. Happy New Year to you and your family.

    I just got back from "nice weather" CA. Gees~ What a headache and confused suitation.

    Best luck and hope everything will clear out SOON. BTW, Do you put a lock on your mailbox yet???
     
  20. Jan 16, 2005
  21. slotchik

    slotchik Dormant account

    Occupation:
    Marketing
    Location:
    USA
    LOL you are too funny! Gotta luv the LV duffle!!! :lolup:
    Well, if you call Jackpot Factory, you'll get treated wonderfully. When I became a VIP, they sent me a HUGE bath basket with a fluffy robe and all the essentials. I got a beautiful bear with candy for Christmas, and a huge chocolate basket....oh and a pocket watch!!! They are awesome!!! Trust me, you wont be sorry!!!
     
  22. Jan 17, 2005
  23. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Dear Wanda5,

    Forgive me for not responding sooner but with the festive season and a bit of family time I missed this post altogether.

    I am appalled! I cannot apologize enough for the poor treatment that you have received, you are 100% correct in saying that you should receive quality service, and this is something that we strive to provide to all customers, not only VIPs. That said however, glitches do happen, bad decisions are made, and things often do not go according to plan, and I assure you that we make every effort to address and correct any problems that are experienced by our customers.

    I will investigate this further and provide you with feedback, and again I apologize for the inconvenience and poor service.

    Best regards,

    Belle Rock
     
  24. Jan 17, 2005
  25. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land

    Even though I appreciate you writing, we are used to getting emails from you (SEVERAL) because of mistakes that are YOURS and the waiting in between each response is really rediculous.

    Tell us you're going through growing pains or changes, we'd understand but tell us SOMETHING other than its being investigated over and over again never knowing or finding out why or what really happened. It just makes you look shotty. The thing is that you guys always seem to resolve what ever issue YOU had, with our cash ins and our bonus' but we are always left wondering if its EVER going to change or dreading what the next problem is going to be. In going to our cash check statement in only two of your casinos for the last few months, we deposited close to $7000. So to have to argue over a $150 bonus that YOU offered specifically to us, I am sure enough is said. We did our part, we spent $150 and lost it quickly, so it would have been nice to have it when you said we would because we certainly were not going to make another deposit feeling already robbed. The only alternitive you gave us was to play somewhere else until we knew you were going to give us that bonus. Its been almost 5 days now.

    We have had a great time at your casinos over the years and some great wins so I really hope whatever youre going through gets resolved. All any of us want is a place we can trust without any underserved hassle.
     
  26. Jan 17, 2005
  27. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    wow


    Girlie, you were not kidding about Jackpot Factory ! How fun that they send you STUFF! Kyle emailed them to find out which of thier casinos we had accounts at and literally MINUTES later they sent a very welcoming personal response with our account numbers, offering us a bonus even though we already had accounts, AND gave us a little free cash upfront!
    We are SO not use to being treated with a personal touch so this was so refreshing!

    Kyle said he has not given up on belle completely, (he is addicted to the slot game "belle rock") but I think having a few groups casinos to choose from for now on will be nice. We do play at Casino Action casinos every once in a while because they still take prepaid ATM and its easier to fund than our master card, but every time I leave there I feel like something weird is going on. The only time we ever seem to get big wins is on Progressives and some of the losing streaks are almost unreal.
    Thank God for this forum and friends like you! Its so easy to get lost in the online casino world.

    Best of luck to you!!!
    Thanks again,
    Wanda
    PS YES I LUV the duffle!! lol Little story...I had bought all of my LV luggage in Italy years ago. Kyle was trying out for a soccer team in Parma and I was left to shop ALONE in Venice and like an idiot I thought I was getting GREAT deals, turned out that it ALL was fake! I didnt find out for years *SO CLUELESS!* :rolleyes: Anyway, I just started collecting the REAL ones so im still all giggley, about every new addition (for days) lol :p
     
  28. Jan 17, 2005
  29. slotchik

    slotchik Dormant account

    Occupation:
    Marketing
    Location:
    USA
    Wanda,
    email me if you would through the PM system here..

    or at This email is not visible to you.

    I wrote to jackpot factory and said a girl named Wanda will be emailing you etc....and they asked me to ask you something.....but I dont want to post it here...can you email me??? Thanks girl!!!

    So glad you love them!!!
     
  30. Jan 17, 2005
  31. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Wanda5

    Glad to hear you are not giving up on us completely, and thank you for your patience. We are constantly upgrading systems and procedures, hoping to provide better and faster service to our customers. Unfortunately none of these things are infallible, and I hope that as we go along all problems and glitches get resolved and do not recur. I would hope that after many years playing at these casinos the two problems that you recently experienced are the exception as opposed to the norm.

    Here is the explanation as to what happened with your accounts. Firstly the address change was entered for the payment options address, and not for the casino registered address. Due to this discrepancy documentation would be requested to ensure that an unknown party is not playing on your account with your money. Unfortunately this was not linked through your accounts, and documentation was requested a second time. This has been corrected, with all your accounts linked, and no further documents will be requested unless your details change. The promo was a technical glitch in our system that we hope will not happen again now that it has been addressed. The bonus has been credited to your account.

    I hope the above explanation is satisfactory, and that resolution has been reached.

    Best regards,

    Belle Rock
     
  32. Jan 17, 2005
  33. tim5ny

    tim5ny Quit Gambling

    If you thought Proc Cyber was bad.. wait till Belle Rock rears its ugly head. I hope you have alot of room in the casino complaints section here, because I myself and three of my relatives have all been put through the ringer by Belle Rock's people. You better plan on gambling twice... first time is at the casino, and the second time is gambling if you're ever going to see your winnings. The second gamble usually ends in a loss for the player.
     
  34. Jan 18, 2005
  35. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    Thank you for finally crediting our account. :thumbsup:
    I understand growing pains and transitional periods totally, but it hit a nerve with me when you said our information didnt jive AND because it has not been TWO experiences, its been several. I dont even want to try to explain it all over again, but I will say that we not only updated our address through the casino banking, but our IDs and bills were emailed to you PRIOR to any cash ins coming to our newest address. I had made a mistake with one number on my address, but that was taken care of in minutes on the phone with someone (so i thought) Later, after recieving a check PROMPTLY, you then requested the same docs over and over again for the next cash ins, WITHIN A 6 WEEK PERIOD. After those cash ins and supplying you with the docs, suddenly, a month LATER you asked for a bill from an address we lived at 3 years ago before you would send our check! I understand security issues & they are to protect both of us, but it was all done in such an unorganized manner. No one ever contacted us to even tell us that you decided to hold our check until you were given this 3 year old bill. We had to email you several times just to get anyone to tell us what was going on. So someone is giving you the wrong information. I keep ALL my emails in a file, so if you want to see how things were handled over the last 3 or 4 months, I would be happy to forward ALL of them to you.

    I am sorry I am not being easier on you about this but what I dont think you are getting is that its not that we think you want to rob us, but the absolute BS we have to go through with you due to unorganization, lack of communication & customer service has been rediculous.
    So rather than try to point the blame back to us for any of it, just take responsibility, and treat us fairly from now on and we will be happy.

    And since we had written an email asking for a MANAGER, I would appreciate it if we could be assigned a manager so that we do not have these problems. That email was of course never responded to. I mean YOU dont even post your name here either, so its ALL a little weird.

    I am a permanent fixture in this forum and if I see a change, I will happily post it here. I really hate giving you guys a bad rap but we are obligated to share information because so many of us depend on this forum.

    I look forward to the changes and sincerely appreciate your communication, and getting our bonus credited to us today.
    Wanda


     
  36. Jan 18, 2005
  37. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Wanda5,

    I hope things improve, and as I have said we are constantly striving to improve service and customer care. I hope that in future your experiences will be good.

    tim5ny, PM your details to me and I will look into your complaint. I disagree with your statement that the player usually losses (meaning that they do not get paid) because we have always paid our customers what is owed. If there is a problem or we make a mistake we admit to it and pay up, and a number of respected people within the industry can attest to this.

    Best regards,

    Belle Rock
     
  38. Jan 18, 2005
  39. wanda5

    wanda5 Experienced Member

    Occupation:
    mom
    Location:
    lala land
    Hi Tim,
    Although we have had problems recently that are now resolved, in Belle Rocks defense I have to tell you we have ALWAYS been paid in full. And other than the recent events, our checks came in a flash. In three years we had never had a problem until recently, but as I said its all resolved.
    I hope you get your problems resolved as well.
    wanda
     

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