Warning
Extended whining session below:
I recently used up their birthday bonus and cleared WR being $1200 ahead. This was last Friday. I would have liked to use wire transfer as my withdrawal method as my deposit method (Ecocard) had a maximum withdrawal of $500.
I did not know you could do multiple withdrawals at once as I thought you would have to wait until the previous ones cleared (I know, stupid me, especially being a player there for 5 years). I have cashed out there within the last year as well.
Saturday morning I wake up and the money is back in my player account with no explanation email whatsoever. So I inquired with support and waited 6 hours to hear back that I could make multiple withdrawals via Ecocard which I thought was great. But that still didn't explain why my wire transfer was canceled even though it is shown as an available withdrawal method.
I then make all the necessary arrangements to get paid and begin to play the waiting for approval game. I then get told that my verification form from the previous cash out was never filled out entirely and I would need to resubmit a new form with a new photo id. Yet somehow they paid me previously even though my form was apparently not filled out properly .(it was not hand signed) Again that's another day gone. I then had to complete the form and resubmit it again which I did yesterday evening.
I get a message this morning that I need to send a utility bill also to confirm address even though my driver's license does show the issue date and the address. I am also told I need to confirm my phone number from 5 years ago that I created the account with.
I then send in a hydro bill and confirm what I remember to be my old phone number. The next email I get back asks me to confirm my phone number again . By this time I am getting quite angry as I just confirmed it and double checked that I did so accurately in the previous email to support.
Still waiting on approval as of now.
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My whole problem is the complete lack of actually caring about the speeding things up for the customer and getting them satisfied as fast as possible so they become a repeat customer. They don't ever think ahead and say "you will need to do x and y and z to make sure all is completed in a timely manner". They just ask for piece by piece by piece which delays and delays.
I give them my deposit instantly and when I want to withdraw; by the time I have the money in my hand it will be over 1 week which is ridiculous to me. Couple that with support not even fully reading my emails and I just feel they don't appreciate my business. Maybe because my $50 is a drop in the bucket, but who knows.I play $50 an average of 3 or 4 times per week and that adds up for me.
To me, I always feel that cashing out is always a stressful time until I get that "withdrawal approved" email. The customer shouldn't have to feel that way. I think the only casino I don't feel that way with is 32RED nowadays.
Here's to hoping I see my money this week.
Thanks for letting me vent.
Extended whining session below:
I recently used up their birthday bonus and cleared WR being $1200 ahead. This was last Friday. I would have liked to use wire transfer as my withdrawal method as my deposit method (Ecocard) had a maximum withdrawal of $500.
I did not know you could do multiple withdrawals at once as I thought you would have to wait until the previous ones cleared (I know, stupid me, especially being a player there for 5 years). I have cashed out there within the last year as well.
Saturday morning I wake up and the money is back in my player account with no explanation email whatsoever. So I inquired with support and waited 6 hours to hear back that I could make multiple withdrawals via Ecocard which I thought was great. But that still didn't explain why my wire transfer was canceled even though it is shown as an available withdrawal method.
I then make all the necessary arrangements to get paid and begin to play the waiting for approval game. I then get told that my verification form from the previous cash out was never filled out entirely and I would need to resubmit a new form with a new photo id. Yet somehow they paid me previously even though my form was apparently not filled out properly .(it was not hand signed) Again that's another day gone. I then had to complete the form and resubmit it again which I did yesterday evening.
I get a message this morning that I need to send a utility bill also to confirm address even though my driver's license does show the issue date and the address. I am also told I need to confirm my phone number from 5 years ago that I created the account with.
I then send in a hydro bill and confirm what I remember to be my old phone number. The next email I get back asks me to confirm my phone number again . By this time I am getting quite angry as I just confirmed it and double checked that I did so accurately in the previous email to support.
Still waiting on approval as of now.
----------------------------------------------------
My whole problem is the complete lack of actually caring about the speeding things up for the customer and getting them satisfied as fast as possible so they become a repeat customer. They don't ever think ahead and say "you will need to do x and y and z to make sure all is completed in a timely manner". They just ask for piece by piece by piece which delays and delays.
I give them my deposit instantly and when I want to withdraw; by the time I have the money in my hand it will be over 1 week which is ridiculous to me. Couple that with support not even fully reading my emails and I just feel they don't appreciate my business. Maybe because my $50 is a drop in the bucket, but who knows.I play $50 an average of 3 or 4 times per week and that adds up for me.
To me, I always feel that cashing out is always a stressful time until I get that "withdrawal approved" email. The customer shouldn't have to feel that way. I think the only casino I don't feel that way with is 32RED nowadays.
Here's to hoping I see my money this week.
Thanks for letting me vent.