...or am I being a little too sensitive.....? I think not.
The Casino : Accredited, RTG
The Player : Me. 5 figured depositer over the past 12 months.
The Core Problem : I want to get fully paid now
The Scene : :
I am based in the UK but play in US$. I only knew until recently that it was possible to play in UK. That aside, this 'accredited' casino has the following terms and conditions : Please also note that, apart from Network Progressive Jackpot wins, the maximum withdrawal per week is $//3,000. As such cash out requests of a larger amount will be paid in weekly instalments. That in itself is a joke but let's leave that for another debate. I win $5,600 over the weekend
So What's The Problem? :
1. I asked customer service on Sunday to 'flush' my account. "Not possible, the cashier dosen't work over the weekend. It will be done on Monday and your withdrawal processed immediately".
Fair enough but clearly it could have been flushed. I mean, does the Cashier accept money over the weekend. No, stop it, I am being cynical.
2. I receive $3,000 on Tuesday and the remaining is still sitting in my account. I contact Live Help and receive what I think is the most incompetent level of communication you can imagine from a casino that is 'safe' to use. Let me say first that their terms do not state that if you are playing with a $US account, you can only withdraw $3k a week. It clearly wasn't obvious to me. I assumed that if you were a UK player, you could withdraw up to 3k per week or the nearest equivelant which would be circa $6k. Perhaps I am thick. OK, so my payment gets delayed for a week. No major deal but what the hell is this and what relevance does 90% of it have.
Unreal. And I was getting hacked off. The representitive clearly couldn't understand this and had not intention of keeping hold of a customer who will not be playing there again. It's his actions and lack of customer care that have convinced me I am better playing elsewhere. Edited for obvious reasons but here it is in full with some sarcastic comments in italics which weren't part of the conversation! I couldn't help it! What do you think?
Casino: Hi how can I help you today?
Me: Hi, I am concerned that I have not received my second withdrawal. It has now been 4 days, I asked for my account to be 'flushed'. My request wasn't actioned. I now have not received my funds - please advise.
Me: Hello?
Casino: One moment I am just loading your account.
Me: Ok
(10 minutes later)
Casino : All is ok on your account, the transaction was just 2 days ago and could be processed tomorrow.
(note the word could)
Me: Ok, actually, the transaction was made on Sunday I believe, today is Wednesday. Normally, you are very fast and I was getting concerned. If you could express it for me I would appreciate it.
Casino: I can't process it sorry.. was on the 12.
(here we go)
Me: Ok, it wasn't actually - I know when I made the cash in. I haven't played this week. But ok, if you say so. The issue is that normally, I receive money very quickly. The second I actually win something, it takes longer! If you look at my account, you will see that I have not played this week so your records are incorrect. Anyway, if it is done tomorrow then fine.
Casino: No 1 sec
Me: Ok
(some good news coming!)
Casino: You have been paid the 12.
Me: For the first cashin yes, I made 2 at the same time.
Casino: The max amount is $3000 per week.
Me: Then your website is incorrect. It says 3,000 per week.
(At this point it crossed my mind that the max withdrawal is related to the type of account you have rather than where you live. Even though I get paid in $US, I receive the money in UK. Anyway, from here on, it is bizarre).
Casino: Yes so it say that.
Me: So...????!!!! I am not being unreasonable here!
Casino: You received $3000 2 days ago. One week is made of 7 not of 2 days.
(a good joke)
Me: Chris, 3k = $6k.
Casino: Why you double now?
Me: I have only cashed in $5.5k which is circa 2.5k.
Casino Do you play poker?
Me:No
Casino Dont bluff
(the second joke...I think...now I am getting p***ed)
Me: Listen, this is no joke - I am being serious. I am a loyal customer. 1 = $1.95
Casino:??
Me: I am a UK player. I am based in the UK. The funds go to click 2 pay and received by me in .
Casino: We are in uk 2
(so what?)
Casino:Ok well the system you used is in $. If you play in the uk casino you may use .
Me: Well, I didn't know that. Whichever way you look at it 3k = more than $5.5k and that's all I am trying to draw out.
Casino:We have no control over the exchange rate.
(so what again - what is this guy on?)
Me: Ok, I have had enough of this:
1. Please refer this to your manager.
2. If you make me wait another 5 days then fine.
3. Perhaps ask your manager to look into my account. If you want to lose a value customer, then fine.
Casino: Ok, the cashier process the transaction for the payments.
Me: Ok, the cashier then
Casino: k k
Me: Honestly, I am really dissapointed
Casino: Those are the terms. We follow them.
(What a great thing to say to calm a customer. Genuis. Perhaps explaining the rules of being a little pro-active would help?)
Me:Fine and I am a customer with a choice. Do you not think that when I spoke to your customer service people over the weekend, they should have told me then??
(let's not answer that one)
Casino: Maybe would be better to use a n account in usd.
(excuse me?)
Me: How much have I deposited with you guys over the last 12 months? I am using an account in USD#.
Casino: Could be worth to open 1 I think.. online gaming is more in usd and you could keep your fund in $. Then use them without fees and rates or keep the funds maybe.
(whatever)
Me: Ok, fine. Thank you for your help - please refer it. You have clearly totally misunderstood my position. Thank you for your time.
Casino: Ok no probs I ll ask to doublecheck to see what is possible you welcome.
OK, vent over. :sob:
The Casino : Accredited, RTG
The Player : Me. 5 figured depositer over the past 12 months.
The Core Problem : I want to get fully paid now
The Scene : :
I am based in the UK but play in US$. I only knew until recently that it was possible to play in UK. That aside, this 'accredited' casino has the following terms and conditions : Please also note that, apart from Network Progressive Jackpot wins, the maximum withdrawal per week is $//3,000. As such cash out requests of a larger amount will be paid in weekly instalments. That in itself is a joke but let's leave that for another debate. I win $5,600 over the weekend
So What's The Problem? :
1. I asked customer service on Sunday to 'flush' my account. "Not possible, the cashier dosen't work over the weekend. It will be done on Monday and your withdrawal processed immediately".
Fair enough but clearly it could have been flushed. I mean, does the Cashier accept money over the weekend. No, stop it, I am being cynical.
2. I receive $3,000 on Tuesday and the remaining is still sitting in my account. I contact Live Help and receive what I think is the most incompetent level of communication you can imagine from a casino that is 'safe' to use. Let me say first that their terms do not state that if you are playing with a $US account, you can only withdraw $3k a week. It clearly wasn't obvious to me. I assumed that if you were a UK player, you could withdraw up to 3k per week or the nearest equivelant which would be circa $6k. Perhaps I am thick. OK, so my payment gets delayed for a week. No major deal but what the hell is this and what relevance does 90% of it have.
Unreal. And I was getting hacked off. The representitive clearly couldn't understand this and had not intention of keeping hold of a customer who will not be playing there again. It's his actions and lack of customer care that have convinced me I am better playing elsewhere. Edited for obvious reasons but here it is in full with some sarcastic comments in italics which weren't part of the conversation! I couldn't help it! What do you think?
Casino: Hi how can I help you today?
Me: Hi, I am concerned that I have not received my second withdrawal. It has now been 4 days, I asked for my account to be 'flushed'. My request wasn't actioned. I now have not received my funds - please advise.
Me: Hello?
Casino: One moment I am just loading your account.
Me: Ok
(10 minutes later)
Casino : All is ok on your account, the transaction was just 2 days ago and could be processed tomorrow.
(note the word could)
Me: Ok, actually, the transaction was made on Sunday I believe, today is Wednesday. Normally, you are very fast and I was getting concerned. If you could express it for me I would appreciate it.
Casino: I can't process it sorry.. was on the 12.
(here we go)
Me: Ok, it wasn't actually - I know when I made the cash in. I haven't played this week. But ok, if you say so. The issue is that normally, I receive money very quickly. The second I actually win something, it takes longer! If you look at my account, you will see that I have not played this week so your records are incorrect. Anyway, if it is done tomorrow then fine.
Casino: No 1 sec
Me: Ok
(some good news coming!)
Casino: You have been paid the 12.
Me: For the first cashin yes, I made 2 at the same time.
Casino: The max amount is $3000 per week.
Me: Then your website is incorrect. It says 3,000 per week.
(At this point it crossed my mind that the max withdrawal is related to the type of account you have rather than where you live. Even though I get paid in $US, I receive the money in UK. Anyway, from here on, it is bizarre).
Casino: Yes so it say that.
Me: So...????!!!! I am not being unreasonable here!
Casino: You received $3000 2 days ago. One week is made of 7 not of 2 days.
(a good joke)
Me: Chris, 3k = $6k.
Casino: Why you double now?
Me: I have only cashed in $5.5k which is circa 2.5k.
Casino Do you play poker?
Me:No
Casino Dont bluff
(the second joke...I think...now I am getting p***ed)
Me: Listen, this is no joke - I am being serious. I am a loyal customer. 1 = $1.95
Casino:??
Me: I am a UK player. I am based in the UK. The funds go to click 2 pay and received by me in .
Casino: We are in uk 2
(so what?)
Casino:Ok well the system you used is in $. If you play in the uk casino you may use .
Me: Well, I didn't know that. Whichever way you look at it 3k = more than $5.5k and that's all I am trying to draw out.
Casino:We have no control over the exchange rate.
(so what again - what is this guy on?)
Me: Ok, I have had enough of this:
1. Please refer this to your manager.
2. If you make me wait another 5 days then fine.
3. Perhaps ask your manager to look into my account. If you want to lose a value customer, then fine.
Casino: Ok, the cashier process the transaction for the payments.
Me: Ok, the cashier then
Casino: k k
Me: Honestly, I am really dissapointed
Casino: Those are the terms. We follow them.
(What a great thing to say to calm a customer. Genuis. Perhaps explaining the rules of being a little pro-active would help?)
Me:Fine and I am a customer with a choice. Do you not think that when I spoke to your customer service people over the weekend, they should have told me then??
(let's not answer that one)
Casino: Maybe would be better to use a n account in usd.
(excuse me?)
Me: How much have I deposited with you guys over the last 12 months? I am using an account in USD#.
Casino: Could be worth to open 1 I think.. online gaming is more in usd and you could keep your fund in $. Then use them without fees and rates or keep the funds maybe.
(whatever)
Me: Ok, fine. Thank you for your help - please refer it. You have clearly totally misunderstood my position. Thank you for your time.
Casino: Ok no probs I ll ask to doublecheck to see what is possible you welcome.
OK, vent over. :sob: