- Joined
- Feb 25, 2004
- Location
- East Coast, USA
Although this was my first on-line casino, I have now had it with horrible customer service and stupid Ecash policies. Here is the email I just sent them outlining a three week frustration with a locked account:
I am writing to let you know why I will be closing my account once it is finally unlocked.
This problem began with a screw up at my bank, which mishandled a transfer. This was back on May 23, and I emailed my web wallet companies to let them know
that a payment might be rejected, and to resubmit the payment right away since the problem had been fixed. A payment to Intercasino through Citadel was rejected. This led to my Intercasino account being locked on May 25. I expected this payment to be immediately resubmitted and the problem cleared up. When I did not see this payment hit my bank account after several days, I called and asked why it had not been resubmitted. This was on the 25th or 26th, and I was told that they wait 7 days before esubmitting. I asked them to please immediately resubmit the payment.
I still did not see the payment come through my account at the end of the month and called again on the 31st of May or June 1. I was told by the Intercasino/Ecash person that they had just resubmitted the payment and that we
had to wait nine days for the payment to clear. This was the first I heard of the nine days. I called again on June 8th and was told that it had not been resubmitted until the 1st, so the nine days wouldn't end until the 9th.
I called again on the 9th, and spoke with a Karrie, who told me that it wouldn't show until midnight on the 9th, but she also told me that there would be an automatic notification that the payment had cleared and to unlock the account. The next day I called because the account still was not unlocked, and spoke with Socrates, who told me that there is no automatic notification, and that I needed to get a letter from Citadel that my account was in good standing, and oh yeah, by the way, nothing could be done over the weekend because Ecash is closed. I asked him why someone just the day before had told me it would be automatic. He said that they were wrong, but he told me that there were no notes in my account of any of my previous conversations with people there, basically implying that I was making up my previous conversations.
So, this morning, THREE WEEKS after this problem began, and after continually being told something different by everyone I spoke to at Intercasino, I got an email sent to you from Citadel. I called and spoke to a gentleman about 8:30 EST, who found the email, told me he would forward it to the accounting department, and that it would be up to two hours before the account was unlocked. So at 10:30, when the account was still locked, I called again and was told that it wasn't two hours, it was 1 - 2 BUSINESS DAYS! I asked once again why I was told something different at 8:30 this morning, and he just told
me that they didn't know what they were talking about. I asked to speak to a supervisor and was told that it wouldn't make a difference, that 1 - 2 days was the policy.
This is not the kind of customer service I expect from my casinos. This issue should have been cleared up in days, not weeks. And it certainly shouldn't take more than a one minute phone call and the flip of a switch to unlock the account. Your customer service people, although always polite, are horribly uninformed, do not document phone calls properly, and certainly don't go out of their way to resolve problems.
Intercasino was my very first on-line casino, and I will be sad to give it up. I will also be posting on Casinomeister, and you might have a slightly harder time buying "Casino of the Year" in the future.
Lxxxx Dell
I am writing to let you know why I will be closing my account once it is finally unlocked.
This problem began with a screw up at my bank, which mishandled a transfer. This was back on May 23, and I emailed my web wallet companies to let them know
that a payment might be rejected, and to resubmit the payment right away since the problem had been fixed. A payment to Intercasino through Citadel was rejected. This led to my Intercasino account being locked on May 25. I expected this payment to be immediately resubmitted and the problem cleared up. When I did not see this payment hit my bank account after several days, I called and asked why it had not been resubmitted. This was on the 25th or 26th, and I was told that they wait 7 days before esubmitting. I asked them to please immediately resubmit the payment.
I still did not see the payment come through my account at the end of the month and called again on the 31st of May or June 1. I was told by the Intercasino/Ecash person that they had just resubmitted the payment and that we
had to wait nine days for the payment to clear. This was the first I heard of the nine days. I called again on June 8th and was told that it had not been resubmitted until the 1st, so the nine days wouldn't end until the 9th.
I called again on the 9th, and spoke with a Karrie, who told me that it wouldn't show until midnight on the 9th, but she also told me that there would be an automatic notification that the payment had cleared and to unlock the account. The next day I called because the account still was not unlocked, and spoke with Socrates, who told me that there is no automatic notification, and that I needed to get a letter from Citadel that my account was in good standing, and oh yeah, by the way, nothing could be done over the weekend because Ecash is closed. I asked him why someone just the day before had told me it would be automatic. He said that they were wrong, but he told me that there were no notes in my account of any of my previous conversations with people there, basically implying that I was making up my previous conversations.
So, this morning, THREE WEEKS after this problem began, and after continually being told something different by everyone I spoke to at Intercasino, I got an email sent to you from Citadel. I called and spoke to a gentleman about 8:30 EST, who found the email, told me he would forward it to the accounting department, and that it would be up to two hours before the account was unlocked. So at 10:30, when the account was still locked, I called again and was told that it wasn't two hours, it was 1 - 2 BUSINESS DAYS! I asked once again why I was told something different at 8:30 this morning, and he just told
me that they didn't know what they were talking about. I asked to speak to a supervisor and was told that it wouldn't make a difference, that 1 - 2 days was the policy.
This is not the kind of customer service I expect from my casinos. This issue should have been cleared up in days, not weeks. And it certainly shouldn't take more than a one minute phone call and the flip of a switch to unlock the account. Your customer service people, although always polite, are horribly uninformed, do not document phone calls properly, and certainly don't go out of their way to resolve problems.
Intercasino was my very first on-line casino, and I will be sad to give it up. I will also be posting on Casinomeister, and you might have a slightly harder time buying "Casino of the Year" in the future.
Lxxxx Dell