Lauriejim VS Ruby Royal

LaurieJim · Dec 14, 2009

<div class="bbWrapper">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<img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)" /><br /> <br /> General Info <br /> Chat start time Dec 14, 2009 9:05:23 AM EST <br /> Chat end time Dec 14, 2009 9:32:27 AM EST <br /> Duration (actual chatting time) 00:27:04 <br /> Operator Thomas <br /> <br /> <br /> <br /> Chat Transcript <br /> 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. <br /> info: You are now chatting with 'Thomas'<br /> Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?<br /> 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<br /> laurie: hi thomas<br /> Thomas: One moment please. <br /> 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. <br /> info: You are now chatting with 'Thomas'<br /> Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?<br /> 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<br /> laurie: hi thomas<br /> Thomas: One moment please.<br /> Thomas: This email was sent to you yesterday<br /> Thomas: Dear Laurie ,<br /> Thomas: In regards to your security documents.<br /> 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.<br /> Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.<br /> Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.<br /> Thomas: Have a nice day.<br /> Thomas: Sincerely,<br /> Thomas: Ruby Royal Customer Service<br /> Thomas: A withdrawal takes 2 to 5 business days after your documents have been approved<br /> laurie: i was told by Dereck b on pm at casinomeister that they were recieved<br /> laurie: i went thru alot of trouble to go out and fax them to you all<br /> laurie: he said he would try to get them done over the weekend but couldnt promise<br /> laurie: you all are stalling<br /> Thomas: The credit cards are to dark and you did not include a bill<br /> laurie: i want a manager to phone me today please<br /> Thomas: This email was sent to you the casino is waiting for you to sent these<br /> laurie: i sent you my cable bill<br /> Thomas: Management can only be contacted by email<br /> laurie: i have no credit card bill<br /> Thomas: you can reply to the email to contact them<br /> laurie: its a pre paid card<br /> laurie: what do you folks dont realize<br /> laurie: its pre paid<br /> laurie: wired plastic account<br /> Thomas: the pictures were to dark.<br /> laurie: its a black card<br /> Thomas: They will need the mentioned documents to process your withdrawal<br /> laurie: geeze and i have had it for 2 years<br /> laurie: its old<br /> laurie: geeze<br /> Thomas: Is there anything else I can help you with?<br /> laurie: what fricking bill do you need<br /> laurie: i sent you my cable bill<br /> Thomas: A bill that has your full name and address on it less then 2 months old<br /> laurie: it was<br /> laurie: it said pay now lol<br /> Thomas: You can reply to them email so you can contact the directly to inform them<br /> laurie: well your in accounting arnt you?<br /> Thomas: all I can see is that the email stated that they have not received a copy of the bill requested<br /> laurie: im telling you, arnt you the folks that determine that<br /> Thomas: No we only do support<br /> laurie: who does<br /> laurie: if not you<br /> laurie: i clicked on accounting<br /> laurie: so there is no accounting dept<br /> Thomas: Your still in contact with support<br /> laurie: its just there for looks<br /> Thomas: accounting department can only be contacted by email.<br /> laurie: to fool folks<br /> laurie: well it said accounting dept<br /> laurie: the one i clicked on<br /> Thomas: ok<br /> laurie: so your not in accounting<br /> Thomas: Accounting department can only be contacted by email.<br /> laurie: well why do you have the option of clicking the accounting icon<br /> laurie: it says support or accounting<br /> laurie: lets face it they are just not wanting to pay the measly 50.00<br /> laurie: i jumped thru the hoops for you all<br /> laurie: went into town, paid 1.99 for each sheet to be faxed all 7 of them<br /> Thomas: You just need to sent the required documents.<br /> laurie: this is not worth the hassle<br /> laurie: ill take this up with a group of my peers on a forum<br /> laurie: i sent the docs<br /> Thomas: And the replied to you with an email<br /> 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<br /> Thomas: Yes we received what was sent.<br /> laurie: i have not recieved a email this morning<br /> laurie: nor yesterday<br /> Thomas: Dear Laurie ,<br /> Thomas: In regards to your security documents.<br /> 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.<br /> Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.<br /> Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.<br /> Thomas: Have a nice day.<br /> Thomas: Sincerely,<br /> Thomas: Ruby Royal Customer Service<br /> laurie: did not get this<br /> Thomas: Well I just gave it to you now.<br /> 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?<br /> laurie: correct me if i was mistaken<br /> 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<br /> laurie: i just want to make sure i read that right<br /> laurie: well, i dont have it<br /> laurie: been looking6 times a day<br /> Thomas: I gave it to you in chat<br /> laurie: even in junk file<br /> Thomas: It is the same email that was sent to you<br /> laurie: when was it sent out please<br /> laurie: the date and time<br /> Thomas: 2009-12-13 19:48:21<br /> laurie: on a sunday<br /> laurie: i was told they work with a skelaton crew on the weekends by dereck<br /> laurie: i never recieved this email<br /> laurie: i would swear to it<br /> Thomas: I understand but I just gave it to you in chat<br /> Thomas: You now know what the email said<br /> laurie: well it would have been nice if they sent it<br /> laurie: which they didnt<br /> Thomas: It was sent.<br /> Thomas: If it was not sent I would have not been able to see it<br /> 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<br /> laurie: well it never got to me<br /> laurie: i promise you that<br /> Thomas: I understand but you will have to sent what is mentioned in the email I gave you in chat<br /> Thomas: Is there anything else I can help you with?<br /> laurie: please see that he has a transcript of this chat<br /> Thomas: When you close the chat you can have the chat sent to you by email.<br /> laurie: as i will also need this for my records and to whom ever needs them<br /> laurie: ty thomas<br /> laurie: bye for now<br /> Thomas: You are very welcome.<br /> Thomas: Have a nice day.</div>

just play · Dec 14, 2009

<div class="bbWrapper">But Laurie....you didn't supply them with your DNA <img src="/forums/styles/default/casinomeister/smilies/grin.gif" class="smilie" loading="lazy" alt=":D" title="Big Grin :D" data-shortname=":D" /><br /> <br /> 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<br /> <br /> Hope you get this cleared up.</div>

LaurieJim · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="just play" data-source="post: 336763" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336763" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336763">just play said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> <b>But Laurie....you didn't supply them with your DNA <img src="/forums/styles/default/casinomeister/smilies/grin.gif" class="smilie" loading="lazy" alt=":D" title="Big Grin :D" data-shortname=":D" /></b><br /> 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<br /> <br /> Hope you get this cleared up. </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> Its o pos.<img src="/forums/styles/default/casinomeister/smilies/grin.gif" class="smilie" loading="lazy" alt=":D" title="Big Grin :D" data-shortname=":D" /> maybe they will ask in the next email, i dont get lol..........laurie<img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)" /></div>

fasth · Dec 14, 2009

<div class="bbWrapper">all I can say is ...wow...<br /> Thanks for posting.</div>

clj7221 · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="lauriejim" data-source="post: 336757" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336757" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336757">lauriejim said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> 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<img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)" /><br /> <br /> General Info <br /> Chat start time Dec 14, 2009 9:05:23 AM EST <br /> Chat end time Dec 14, 2009 9:32:27 AM EST <br /> Duration (actual chatting time) 00:27:04 <br /> Operator Thomas <br /> <br /> <br /> <br /> Chat Transcript <br /> 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. <br /> info: You are now chatting with 'Thomas'<br /> Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?<br /> 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<br /> laurie: hi thomas<br /> Thomas: One moment please. <br /> 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. <br /> info: You are now chatting with 'Thomas'<br /> Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?<br /> 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<br /> laurie: hi thomas<br /> Thomas: One moment please.<br /> Thomas: This email was sent to you yesterday<br /> Thomas: Dear Laurie ,<br /> Thomas: In regards to your security documents.<br /> 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.<br /> Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.<br /> Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.<br /> Thomas: Have a nice day.<br /> Thomas: Sincerely,<br /> Thomas: Ruby Royal Customer Service<br /> Thomas: A withdrawal takes 2 to 5 business days after your documents have been approved<br /> laurie: i was told by Dereck b on pm at casinomeister that they were recieved<br /> laurie: i went thru alot of trouble to go out and fax them to you all<br /> laurie: he said he would try to get them done over the weekend but couldnt promise<br /> laurie: you all are stalling<br /> Thomas: The credit cards are to dark and you did not include a bill<br /> laurie: i want a manager to phone me today please<br /> Thomas: This email was sent to you the casino is waiting for you to sent these<br /> laurie: i sent you my cable bill<br /> Thomas: Management can only be contacted by email<br /> laurie: i have no credit card bill<br /> Thomas: you can reply to the email to contact them<br /> laurie: its a pre paid card<br /> laurie: what do you folks dont realize<br /> laurie: its pre paid<br /> laurie: wired plastic account<br /> Thomas: the pictures were to dark.<br /> laurie: its a black card<br /> Thomas: They will need the mentioned documents to process your withdrawal<br /> laurie: geeze and i have had it for 2 years<br /> laurie: its old<br /> laurie: geeze<br /> Thomas: Is there anything else I can help you with?<br /> laurie: what fricking bill do you need<br /> laurie: i sent you my cable bill<br /> Thomas: A bill that has your full name and address on it less then 2 months old<br /> laurie: it was<br /> laurie: it said pay now lol<br /> Thomas: You can reply to them email so you can contact the directly to inform them<br /> laurie: well your in accounting arnt you?<br /> Thomas: all I can see is that the email stated that they have not received a copy of the bill requested<br /> laurie: im telling you, arnt you the folks that determine that<br /> Thomas: No we only do support<br /> laurie: who does<br /> laurie: if not you<br /> laurie: i clicked on accounting<br /> laurie: so there is no accounting dept<br /> Thomas: Your still in contact with support<br /> laurie: its just there for looks<br /> Thomas: accounting department can only be contacted by email.<br /> laurie: to fool folks<br /> laurie: well it said accounting dept<br /> laurie: the one i clicked on<br /> Thomas: ok<br /> laurie: so your not in accounting<br /> Thomas: Accounting department can only be contacted by email.<br /> laurie: well why do you have the option of clicking the accounting icon<br /> laurie: it says support or accounting<br /> laurie: lets face it they are just not wanting to pay the measly 50.00<br /> laurie: i jumped thru the hoops for you all<br /> laurie: went into town, paid 1.99 for each sheet to be faxed all 7 of them<br /> Thomas: You just need to sent the required documents.<br /> laurie: this is not worth the hassle<br /> laurie: ill take this up with a group of my peers on a forum<br /> laurie: i sent the docs<br /> Thomas: And the replied to you with an email<br /> 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<br /> Thomas: Yes we received what was sent.<br /> laurie: i have not recieved a email this morning<br /> laurie: nor yesterday<br /> Thomas: Dear Laurie ,<br /> Thomas: In regards to your security documents.<br /> 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.<br /> Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.<br /> Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.<br /> Thomas: Have a nice day.<br /> Thomas: Sincerely,<br /> Thomas: Ruby Royal Customer Service<br /> laurie: did not get this<br /> Thomas: Well I just gave it to you now.<br /> 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?<br /> laurie: correct me if i was mistaken<br /> 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<br /> laurie: i just want to make sure i read that right<br /> laurie: well, i dont have it<br /> laurie: been looking6 times a day<br /> Thomas: I gave it to you in chat<br /> laurie: even in junk file<br /> Thomas: It is the same email that was sent to you<br /> laurie: when was it sent out please<br /> laurie: the date and time<br /> Thomas: 2009-12-13 19:48:21<br /> laurie: on a sunday<br /> laurie: i was told they work with a skelaton crew on the weekends by dereck<br /> laurie: i never recieved this email<br /> laurie: i would swear to it<br /> Thomas: I understand but I just gave it to you in chat<br /> Thomas: You now know what the email said<br /> laurie: well it would have been nice if they sent it<br /> laurie: which they didnt<br /> Thomas: It was sent.<br /> Thomas: If it was not sent I would have not been able to see it<br /> 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<br /> laurie: well it never got to me<br /> laurie: i promise you that<br /> Thomas: I understand but you will have to sent what is mentioned in the email I gave you in chat<br /> Thomas: Is there anything else I can help you with?<br /> laurie: please see that he has a transcript of this chat<br /> Thomas: When you close the chat you can have the chat sent to you by email.<br /> laurie: as i will also need this for my records and to whom ever needs them<br /> laurie: ty thomas<br /> laurie: bye for now<br /> Thomas: You are very welcome.<br /> Thomas: Have a nice day. </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> I'm glad you didn't hold back. I'm impressed!</div>

rockycatt · Dec 14, 2009

<div class="bbWrapper">i edited my remark's because of a timely resolve <br /> thank you ruby royal</div>

Casinomeister · Dec 14, 2009

“Too much of anything is bad, but too much good whiskey is barely enough.”

~ Mark Twain

oldtrvlagt · Dec 14, 2009

An ideal life does not exist; but a happy one can be attained.

rubyroyal · Dec 14, 2009

Ruby Royal Casino

just play · Dec 14, 2009

<div class="bbWrapper">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.<br /> <br /> <br /> <blockquote data-attributes="" data-quote="" data-source="" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> As a long time player, surely you have these on file when making withdrawals from other casinos? </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> I don't. I rarely play at a new casino, so if docs are needed I do it fresh. <img src="/forums/styles/default/casinomeister/smilies/smile.gif" class="smilie" loading="lazy" alt=":)" title="Smile :)" data-shortname=":)" /></div>

LaurieJim · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="Casinomeister" data-source="post: 336782" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336782" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336782">Casinomeister said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> Hi All,<br /> <br /> 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. <b>The manager understood that she had used a prepaid card, so Rival was informed on Friday to process the payment without the necessary documents.</b> It's Monday, and the casino has been informed that the payment is being made today.<br /> <br /> 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? </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> 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.<br /> <br /> 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.<br /> <br /> 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.<br /> <br /> Laurie</div>

Marie2473 · Dec 14, 2009

<div class="bbWrapper">Glad things got sorted out and that u got paid =) <br /> 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!<br /> <br /> Good luck with the slots, wish u all many more wins =)</div>

zebedy · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="lauriejim" data-source="post: 336791" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336791" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336791">lauriejim said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> 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.<br /> <br /> 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.<br /> <br /> 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.<br /> <br /> Laurie </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> 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,<br /> <br /> It reminds me of the game chinese wispers,<br /> 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 <img src="/forums/styles/default/casinomeister/smilies/rolleyes.gif" class="smilie" loading="lazy" alt=":rolleyes:" title="Roll Eyes :rolleyes:" data-shortname=":rolleyes:" /></div>

oldtrvlagt · Dec 14, 2009

An ideal life does not exist; but a happy one can be attained.

LaurieJim · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="oldtrvlagt" data-source="post: 336802" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336802" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336802">oldtrvlagt said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> 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 maner? </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> <br /> I Agree on the resolved part.............laurie</div>

eu_lowroller · Dec 14, 2009

<div class="bbWrapper">it's rival suport so what do you expect? <img src="/forums/styles/default/casinomeister/smilies/wink.gif" class="smilie" loading="lazy" alt=";)" title="Wink ;)" data-shortname=";)" /><br /> <br /> i'm really not wondering about this transcript, because for me that's even very normal for them *lol*</div>

RobWin · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="oldtrvlagt" data-source="post: 336802" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336802" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336802">oldtrvlagt said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> 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 <b><span style="color: Red">it was resolved in a timely maner</span></b>? </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> <blockquote data-attributes="" data-quote="lauriejim" data-source="post: 336803" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336803" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336803">lauriejim said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> <b><span style="color: Red">I Agree on the resolved part</span></b>.............laurie </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> 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....<br /> <br /> But you still don't think this timeframe is "Timely" for a first cashout? <img src="/forums/styles/default/casinomeister/smilies/eek2.gif" class="smilie" loading="lazy" alt=":eek2:" title="Eek2 :eek2:" data-shortname=":eek2:" /><br /> ____<br /> ____</div>

vinylweatherman · Dec 14, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="rubyroyal" data-source="post: 336785" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336785" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336785">rubyroyal said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> Lauriejim,<br /> <br /> Please be advised that your withdrawal has been processed and is available in your QT account as of 20 min ago.<br /> <br /> 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.<br /> <br /> 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?<br /> <br /> 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.<br /> <br /> Nonetheless, you requested your withdrawal on the 10th and it was processed 20 min ago.<br /> <br /> Regards<br /> <br /> Derek </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> <br /> 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.<br /> <br /> 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".<br /> <br /> THIS is the problem, NOT the timescale involved in paying the withdrawal.<br /> <br /> 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.<br /> <br /> 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.<br /> <br /> 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.<br /> <br /> 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.<br /> <br /> 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.<br /> 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.</div>

Wildfire7 · Dec 14, 2009

<div class="bbWrapper">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.<br /> <br /> 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).<br /> <br /> Mike</div>

johnsteed · Dec 15, 2009

<div class="bbWrapper">***<br /> <br /> <br /> <blockquote data-attributes="" data-quote="" data-source="" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> 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? </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> <br /> <br /> 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. <br /> <br /> <br /> <br /> Steed<br /> <br /> <br /> ***</div>

brianzz · Dec 15, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="rubyroyal" data-source="post: 336785" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336785" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336785">rubyroyal said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> You won $50 on a NO DEPOSIT beat the clock promo ........ </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> I'm sorry but that's exactly the condescending bullshit attitudes casinos take against players (depositing or not) that get/win a ND chip/contest as if they're less important than a player that won off a deposit.</div>

winbig · Dec 15, 2009

<div class="bbWrapper"><blockquote data-attributes="" data-quote="brianzz" data-source="post: 336882" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch"> <div class="bbCodeBlock-title"> <a href="/forums/goto/post?id=336882" class="bbCodeBlock-sourceJump" rel="nofollow" data-xf-click="attribution" data-content-selector="#post-336882">brianzz said:</a> </div> <div class="bbCodeBlock-content"> <div class="bbCodeBlock-expandContent js-expandContent "> I'm sorry but that's exactly the condescending bullshit attitudes casinos take against players (depositing or not) that get/win a ND chip/contest as if they're less important than a player that won off a deposit. </div> <div class="bbCodeBlock-expandLink js-expandLink"><a role="button" tabindex="0">Click to expand...</a></div> </div> </blockquote><br /> Yep, but you gotta figure with the absurd WR casinos put on ND bonuses nowadays, they don't expect anyone to actually cash out from them.</div>

missmichelle · Dec 15, 2009

<div class="bbWrapper">I'm glad you got paid. I agree support at rivals can be very frustrating to deal with. I wish they would get it together. Their slots can be a blast to play. I give alot of credit to any rep that ventures into the forums. Alot of them are attacked and never want to come back, so when they stick around and deal with the issues I have alot of respect for them.<br /> <br /> Michelle</div>

CasinoKidd · Dec 15, 2009

<div class="bbWrapper">I am in Laurie's corner for several reasons.<br /> <br /> 1. Laurie used a professional company which prepares documents. To be told they were took dark was, understandably, frustrating. I understand she has to send documents - and I understand that they could possibly be too dark - but as rubyroyal states themself, Laurie is extremely respected. She cannot be given the beneifit of the doubt?<br /> <br /> 2. The live chat host was not very good. After reading the log, I got the sense that the customer support was more concerned with telling Laurie exactly what she had to do, rather than actually listening her and going anywhere out of his way to help. I thought it was called support, not lets-hope-she-stops-complaining.<br /> <br /> 3. While I may disagree with Bryan's statement, that is his own personal opinion. What I don't think is appropriate - and is appauling - is that RubyRoyal is okay with insulting players. Derek, you represent a casino. You represent a business. For christs sake, take the high road - don't insult a player. You could have issued a simple "I gave it my best shot, I'm glad this is resolved" statement, but instead you insulted Laurie. Do you honestly expect her, or anyone else who reads this thread, to play at your casino if they think they will get insulted? That might be exaggerating, but the true mark of a good casino representative - like Louise at CherryRed - do whatever they can and leave it at that. They don't go out of their way to insult players. Which brings me to...<br /> <br /> 4. Derek, you boldly state "You won $50 on a NO DEPOSIT beat the clock promo" are you saying people are treated differently depending on how much they deposit? Withdrawls should be processed in a timely fashion - and in ORDER of their request. Maybe it's acceptable if you have a true high roller, but otherwise you should be treating online casino patrons the same - regardless. If you do, they will keep coming back. If you don't... well, I think you see where I'm going with this.<br /> <br /> Laurie, I understand your frustration. Though I think you could have waited a day or two longer, your argument is fair and understandable.<br /> <br /> - Kyle</div>

felicie · Dec 15, 2009

<div class="bbWrapper">I had the same problem with Sloto about the dark NS card and also took to professionals to do it. The best idea is to send in your docs the minute you decide you're going back a second time and not wait till you win. I don't think I ever succeeded in getting good copy to sloto but when I won they paid with no problem. And no rudeness and insults either. Don't take my money with one hand and treat me like shit with the other. sorry but grrrrrr. <img src="/forums/styles/default/casinomeister/smilies/grin.gif" class="smilie" loading="lazy" alt=":D" title="Big Grin :D" data-shortname=":D" /></div>

Lauriejim VS Ruby Royal

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