How would you react

ebamori

Newbie member
Joined
Jul 5, 2014
Location
toronto
Shortly after having joined a recently accredited casino (early 2020, with a rating of 8/10) I was in the happy position of being able to make a withdrawal request for $1100 (Sept 29). My documents were verified the following day. Casino guidelines for processing the withdrawal, if this is being done by e wallet (interac), are 2 to 5 days, depending on the day of the week the withdrawal request was put in.
Since then the withdraw request status has remained unchanged as 'pending notification', I decided to contact chat on Saturday afternoon.
Here is an account of that exchange.

me, I made a withdrawal request Sept 29, The status remains pending. Could you tell me what is happening with this request.

chat, Unfortunately, we are having technical issues with e-wallets at the moment but should be able to process the withdrawals normally after the weekend at the latest.

me, After the weekend? Is that a particular day.

chat, Unfortunately, we do not have an exact time frame at the moment.

me, Thank you for your assistance.

chat, You are welcome.

Having only just joined up with this outfit and also being in the middle of a first time pending withdrawal, the last thing I wanted to do was to get into an altercation with customer service.

However, am I entitled to be dissatisfied with the way the casino is dealing with this.
 

ebamori

Newbie member
Joined
Jul 5, 2014
Location
toronto
I only put in the request Tuesday and I am not too happy with the process so far.
But it might be a little early to start naming the casino
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
If you name the casino, the rep here will probably be able to look into it for you. Don't look at it as naming and shaming, just a friendly check in!
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
I dunno; I'd be getting rightfully impatient if a withdrawal request made on 29th September were still pending on 5th October. Especially when they're only giving a vague response to when it will be processed.

(I assume it's still pending approval, rather than Payment Pending.)
 

ebamori

Newbie member
Joined
Jul 5, 2014
Location
toronto
I dunno; I'd be getting rightfully impatient if a withdrawal request made on 29th September were still pending on 5th October. Especially when they're only giving a vague response to when it will be processed.

(I assume it's still pending approval, rather than Payment Pending.)
The casino is Fortune Legends.
I contacted Fortune Legends today (about 2pm their time), after the initial and predictable runaround from chat, I was told to hold on whilst they investigated with the relevant department; 25 minutes later I was informed that they would contact me by email.
So now I have to wait an unspecified amount time to find out just what exactly is on these peoples' mind.
This casino was verified for accreditation just 8 months ago. The reviews were and continue to be encouraging.

"Their BBF went well with only a handful of negative comments to which they responded swiftly........they seem to have their act together"

Really?

PS. still marked up as PENDING NOTIFICATION
 

ebamori

Newbie member
Joined
Jul 5, 2014
Location
toronto
All I can say is do not worry too much. I guess it is just a temp issue with interac and withdrawals, can happen and will be sorted.
What you say is possibly correct.
Just a simple technical problem.
So why does Fortune Legends chat have to keep me on the line for 35 incomprehensible minutes in order to essentially tell me nothing.
It is this sort of carry on that infuriates the honest player and gives credence to view that a significant number of these operators do not have the ability to act in good faith.
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
Hi @ebamori - look at it this way: agent is dealing with 2 to 5 chats at the same time. You come in with a payments question, agent can't find the answer on your account, heads to payments team. Awaitings answer from them. In the meantime, the chat load remains the same, but no answer from payments team.... bottom line, agent forgot your chat and moved back to chat when answer was giving about technical issues.

Again, like I said, do not worry too much. Patience is key. I know its frustrating, so don't get my comment wrong.
 
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