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Lauriejim VS Ruby Royal

Discussion in 'Online Casinos' started by GGW Laurie, Dec 14, 2009.

    Dec 14, 2009
  1. GGW Laurie

    GGW Laurie Dormant account webmeister

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    I won on a promo by Ruby Royal, called beat the clock, i won 50.00, not alot but what i have had to go thru to get it is mind blowing to me, they have all my docs as i sent them from a faxing bizz place that charges, was told they all went thru fine, this is my transcript from this morning, i have sent off pm's to the Mgr. and also sent the same to CM. Its just 50.00 won on a promo, i won fair and square, did what was asked, you make up your on mind please, this is just my experiance with them, a long time forum and respected member here said to take it to the forum...... so here goes.........thanks, laurie:)

    General Info
    Chat start time Dec 14, 2009 9:05:23 AM EST
    Chat end time Dec 14, 2009 9:32:27 AM EST
    Duration (actual chatting time) 00:27:04
    Operator Thomas



    Chat Transcript
    info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
    info: You are now chatting with 'Thomas'
    Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
    laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
    laurie: hi thomas
    Thomas: One moment please.
    info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
    info: You are now chatting with 'Thomas'
    Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
    laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
    laurie: hi thomas
    Thomas: One moment please.
    Thomas: This email was sent to you yesterday
    Thomas: Dear Laurie ,
    Thomas: In regards to your security documents.
    Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
    Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
    Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
    Thomas: Have a nice day.
    Thomas: Sincerely,
    Thomas: Ruby Royal Customer Service
    Thomas: A withdrawal takes 2 to 5 business days after your documents have been approved
    laurie: i was told by Dereck b on pm at casinomeister that they were recieved
    laurie: i went thru alot of trouble to go out and fax them to you all
    laurie: he said he would try to get them done over the weekend but couldnt promise
    laurie: you all are stalling
    Thomas: The credit cards are to dark and you did not include a bill
    laurie: i want a manager to phone me today please
    Thomas: This email was sent to you the casino is waiting for you to sent these
    laurie: i sent you my cable bill
    Thomas: Management can only be contacted by email
    laurie: i have no credit card bill
    Thomas: you can reply to the email to contact them
    laurie: its a pre paid card
    laurie: what do you folks dont realize
    laurie: its pre paid
    laurie: wired plastic account
    Thomas: the pictures were to dark.
    laurie: its a black card
    Thomas: They will need the mentioned documents to process your withdrawal
    laurie: geeze and i have had it for 2 years
    laurie: its old
    laurie: geeze
    Thomas: Is there anything else I can help you with?
    laurie: what fricking bill do you need
    laurie: i sent you my cable bill
    Thomas: A bill that has your full name and address on it less then 2 months old
    laurie: it was
    laurie: it said pay now lol
    Thomas: You can reply to them email so you can contact the directly to inform them
    laurie: well your in accounting arnt you?
    Thomas: all I can see is that the email stated that they have not received a copy of the bill requested
    laurie: im telling you, arnt you the folks that determine that
    Thomas: No we only do support
    laurie: who does
    laurie: if not you
    laurie: i clicked on accounting
    laurie: so there is no accounting dept
    Thomas: Your still in contact with support
    laurie: its just there for looks
    Thomas: accounting department can only be contacted by email.
    laurie: to fool folks
    laurie: well it said accounting dept
    laurie: the one i clicked on
    Thomas: ok
    laurie: so your not in accounting
    Thomas: Accounting department can only be contacted by email.
    laurie: well why do you have the option of clicking the accounting icon
    laurie: it says support or accounting
    laurie: lets face it they are just not wanting to pay the measly 50.00
    laurie: i jumped thru the hoops for you all
    laurie: went into town, paid 1.99 for each sheet to be faxed all 7 of them
    Thomas: You just need to sent the required documents.
    laurie: this is not worth the hassle
    laurie: ill take this up with a group of my peers on a forum
    laurie: i sent the docs
    Thomas: And the replied to you with an email
    laurie: look i dont mean to be angry toward you but this is what im trying to tell you, i sent them off from a profesonal bizz, they said you recieved them fine
    Thomas: Yes we received what was sent.
    laurie: i have not recieved a email this morning
    laurie: nor yesterday
    Thomas: Dear Laurie ,
    Thomas: In regards to your security documents.
    Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
    Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
    Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
    Thomas: Have a nice day.
    Thomas: Sincerely,
    Thomas: Ruby Royal Customer Service
    laurie: did not get this
    Thomas: Well I just gave it to you now.
    laurie: so you said they sent it to me but i didnt get it and now you are saying no they didnt send it but here it is now?
    laurie: correct me if i was mistaken
    Thomas: I did not mention that they have not sent it, you told me that you have not received it and I gave it in chat so now you have read the email that was sent to you
    laurie: i just want to make sure i read that right
    laurie: well, i dont have it
    laurie: been looking6 times a day
    Thomas: I gave it to you in chat
    laurie: even in junk file
    Thomas: It is the same email that was sent to you
    laurie: when was it sent out please
    laurie: the date and time
    Thomas: 2009-12-13 19:48:21
    laurie: on a sunday
    laurie: i was told they work with a skelaton crew on the weekends by dereck
    laurie: i never recieved this email
    laurie: i would swear to it
    Thomas: I understand but I just gave it to you in chat
    Thomas: You now know what the email said
    laurie: well it would have been nice if they sent it
    laurie: which they didnt
    Thomas: It was sent.
    Thomas: If it was not sent I would have not been able to see it
    laurie: i will pm Dereck b on casinomeister and give him time to respond, then i will be sending in a pab or taking this before a group of peers on the forum, i think this is so bogus
    laurie: well it never got to me
    laurie: i promise you that
    Thomas: I understand but you will have to sent what is mentioned in the email I gave you in chat
    Thomas: Is there anything else I can help you with?
    laurie: please see that he has a transcript of this chat
    Thomas: When you close the chat you can have the chat sent to you by email.
    laurie: as i will also need this for my records and to whom ever needs them
    laurie: ty thomas
    laurie: bye for now
    Thomas: You are very welcome.
    Thomas: Have a nice day.
     
    1 person likes this.
  2. Dec 14, 2009
  3. just play

    just play closed account

    Occupation:
    Director of Home Operations
    Location:
    USA
    But Laurie....you didn't supply them with your DNA :D

    I'm going through sorta the same thing with another rival, got paid one or two times, and then all of a sudden they need my docs, so fine, I send them in (I went out and bought a printer/scanner/copier, got sick of going out to get it done, cheap at Staples) anyway I have been waiting since the 8th for a measly $40...lol

    Hope you get this cleared up.
     
    2 people like this.
  4. Dec 14, 2009
  5. GGW Laurie

    GGW Laurie Dormant account webmeister

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    Its o pos.:D maybe they will ask in the next email, i dont get lol..........laurie:)
     
  6. Dec 14, 2009
  7. fasth

    fasth Dormant account

    Occupation:
    casino
    Location:
    canada
    all I can say is ...wow...
    Thanks for posting.
     
    1 person likes this.
  8. Dec 14, 2009
  9. clj7221

    clj7221 Dormant account

    Occupation:
    Private
    Location:
    U.S.A.
    I'm glad you didn't hold back. I'm impressed!
     
    1 person likes this.
  10. Dec 14, 2009
  11. rockycatt

    rockycatt meistercatt CAG MM

    Occupation:
    carpenter
    Location:
    Boston
    i edited my remark's because of a timely resolve
    thank you ruby royal
     
    Last edited: Dec 14, 2009
    1 person likes this.
  12. Dec 14, 2009
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi All,

    Ruby Royal does not manage the security and payments for their casino - Rival does this for them. Laurie cashed out on Thursday and since she had previously used a card, she was asked to send the standard verification documents. The manager understood that she had used a prepaid card, so Rival was informed on Friday to process the payment without the necessary documents. It's Monday, and the casino has been informed that the payment is being made today.

    Honestly, this all happened over the weekend, and I would think that a player with the experience that Lauriejm has would remain a bit more flexible and understanding. Why make such a big fuss out of this?
     
    2 people like this.
  14. Dec 14, 2009
  15. oldtrvlagt

    oldtrvlagt Dormant account

    Occupation:
    Self Employed Travel Agent
    Location:
    Iowa
    If this is the first time you have ever had this happen at a Rival...I understand your frustration. I've had it happen at maybe 5 or 6 different ones. I've found persistence works:thumbsup:
     
    1 person likes this.
  16. Dec 14, 2009
  17. rubyroyal

    rubyroyal Dormant account

    Occupation:
    marketing director
    Location:
    malta
    Lauriejim,

    Please be advised that your withdrawal has been processed and is available in your QT account as of 20 min ago.

    I'll be honest, i share Bryan's sentiment. You are a long time player and respected forum member, I'm a little surprised on why you felt it necessary to make a public issue out of this and why all the noise, its really not necessary.

    You won $50 on a NO DEPOSIT beat the clock promo and requested a cashout on Thursday, 10th December. Upon cashing out, your contacted our live chat requesting your withdrawal be flushed which we kindly processed. Soon after we informed you that we need the standard verification documents upon your first withdrawal. As a long time player, surely you have these on file when making withdrawals from other casinos?

    I contacted you over the weekend and informed you that because its the weekend, it would be difficult to process the withdrawal however i promised i would do my best.

    Nonetheless, you requested your withdrawal on the 10th and it was processed 20 min ago.

    Regards

    Derek
     
    4 people like this.
  18. Dec 14, 2009
  19. just play

    just play closed account

    Occupation:
    Director of Home Operations
    Location:
    USA
    What I got out of Lauries post it wasn't about how long the withdrawal was taking it was about the documents being so dark, and about the email she never received.


    I don't. I rarely play at a new casino, so if docs are needed I do it fresh. :)
     
    2 people like this.
  20. Dec 14, 2009
  21. GGW Laurie

    GGW Laurie Dormant account webmeister

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    Well i just wish someone this morning on live chat had not told me otherwise and yes i am a very good depositing player at many casinos on here, all i asked on live chat this morning(MON) was what the status was and got all that hoopla about not having a bill and unable to read the card, i felt i was getting the run a round from live chat and security, ect.

    I do thank the mgr. for taking care of this promptly as he said he would do his best to get it done over the weekend, live chat just wasnt on the same page as the casino, or did not get the managers message, so it seems.

    I have never had this problem with other Rivals in the past so yes it was frustrating at the least, even if it was just 50.00 or it could have been 500.00, its just the way live chat handled it.

    Laurie
     
    1 person likes this.
  22. Dec 14, 2009
  23. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    Glad things got sorted out and that u got paid =)
    I agree though - it is not about the amount of money - it is just like the issue I am having with Klub8, they have been dragging it out for over a month now and it is not even about the 50 bucks anymore!

    Good luck with the slots, wish u all many more wins =)
     
    1 person likes this.
  24. Dec 14, 2009
  25. zebedy

    zebedy No!!!! Im Spartacus MM webmeister

    Occupation:
    brain stergeon
    Location:
    Up a Tree
    Alot of the problems arise because of the shared chat facilities with all the other rival casino's, they never seem to know what the other hand is doing,

    It reminds me of the game chinese wispers,
    the security people send a message to the casino who then inturn have to pass it along to the CS, nowonder things get mixed up :rolleyes:
     
    2 people like this.
  26. Dec 14, 2009
  27. oldtrvlagt

    oldtrvlagt Dormant account

    Occupation:
    Self Employed Travel Agent
    Location:
    Iowa
    How about changing the title to "Resolved" and give them the benefit of the doubt since they are new here, the Manager did try his best and it was resolved in a timely manner?
     
    Last edited: Dec 14, 2009
  28. Dec 14, 2009
  29. GGW Laurie

    GGW Laurie Dormant account webmeister

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!

    I Agree on the resolved part.............laurie
     
  30. Dec 14, 2009
  31. eu_lowroller

    eu_lowroller Non-Gambler

    Occupation:
    Call Center Agent
    Location:
    Austria
    it's rival suport so what do you expect? ;)

    i'm really not wondering about this transcript, because for me that's even very normal for them *lol*
     
    1 person likes this.
  32. Dec 14, 2009
  33. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    I'm just curious here Laurie...you do not agree with the "timely manner" part? You cashed out on a Thursday if I have read this correctly and you were in fact paid today...which is well within two (2) business days of cashing out and it was your first cashout there as well so the document delivery and approval process is all in that mix as well....

    But you still don't think this timeframe is "Timely" for a first cashout? :eek2:
    ____
    ____
     
    1 person likes this.
  34. Dec 15, 2009
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    It's the complete bullshit players get from your support that makes them so mad, mad enough it seems that they lose their cool, and a perfectly reasonable timeframe becomes totally unreasonable.

    She used a PROFESSIONAL BUSINESS to prepare and fax in the required documents, not some home brewed mix & match. These documents should have been as good as they could be, yet all she got was the run around, "they are too dark", "didn't get the bill". She explained about all this, it being a BLACK card, so naturally a picture of it would be "dark", and a pre-paid card, so no bill is sent. What did support say? They just churned out the same line, "too dark", "didn't get the bill".

    THIS is the problem, NOT the timescale involved in paying the withdrawal.

    Had CS been COMPETENT, they would have given better chat replies, and the OP would NOT have brought this to the forum as a "name & shame" exercise.

    Rival NEED TO IMPROVE, and I'm afraid that rants like this seem to be what it is going to take for Rival to pull their heads from out of their a***s, and start providing a professional level of service. If we DON'T complain, Rival will think we all find this appalling level of service good enough, and they will do NOTHING about it.

    There have, in fact, been NUMEROUS complaints about this terrible standard of CS, yet changes are SO VERY SLOW you hardly know anything is improving at all, and where it HAS improved, it has been down to individual operators "firing" Rival centralised support, and bringing in their own teams.

    Give players a good level of CS, and when things go wrong, they will be MORE UNDERSTANDING, and MORE PATIENT. If the CS show a willingness to move an issue along, the player will give them time, the quoted chat demonstrates a "stalemate" between CS and player, with CS demanding the impossible, and refusing to permit the player to "go over their heads" within the organisation to escalate the matter to someone more senior, or in the correct department.

    Casinos also need to ensure their procedures are proportionate. This is a regular player, but being asked for a new set of documents for a pre-paid card. For a measly $50, it cost her 7 professionally prepared faxes at $1.99 apiece, some $14, and the casino CS wanted MORE. This seems out of proportion to the small amount of the withdrawal. The fact it was a free chip is irrelevant, this is an existing depositing player.
    She COULDN'T keep this ALL on file on her PC, the bills don't exist for the card, and other bills go out of date after a couple of months. Many utilities bill QUARTERLY, so what's this BS about "less than 2 months" all about, there are THREE months in a quarter, so every third month, players are expected to wait for thir next bill to arrive before the casino will pay them - this makes a 10 day wait look pretty good, since the gap between MY utility bills is about 3 and a half months, from the date of the previous one, to the ARRIVAL in the post of the next one.
     
    10 people like this.
  36. Dec 15, 2009
  37. Wildfire7

    Wildfire7 Dormant account

    Occupation:
    Engineering
    Location:
    UK
    Surely if it is only the payment method that has been changed, why the need for a fresh utility bill? Just the standard card image should be sufficient as long as the name matches with the existing utility bill that was already on file.

    Also Laurie for future reference try and request headers for emails casinos claim to have sent and get them to send them to you. Because you also need to make sure you are receiving all correspondence from the casino as well, and that there isn't a problem with emails disappearing into the ether (a common problem with emails sent to a Hotmail address).

    Mike
     
    1 person likes this.
  38. Dec 15, 2009
  39. johnsteed

    johnsteed Ueber Meister

    Occupation:
    N/A
    Location:
    N/A
    ***




    If she's a long time member there (or at other Rival casinos), and Rival central has a security department that overlooks all of their casinos, why would she need to send documents again, anyway? How does one "kindly" process a withdrawal to be flushed? Does that come with a smile? And could the online chat rep. be any more inept at trying to answer Laurie's questions? I'm picturing Shelley Levene's character in Glengarry Glen Ross trying to keep the customer on the phone, yet the online rep. kept "wrapping it up" before there was any chance to respond.



    Steed


    ***
     
    3 people like this.

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