Hello.
My name is Bruni and I just joint.
I am 72 years old and just self tought me english in the last year so bear with me and
I hope my writing in english not to bad.
I just found this wonderful place.
I only gamble at a few casinos but at the once I do gamble I had good experience and make big deposits.
I joined Miami Club on the March 12 using one of their offers. I met playthrough requirements and cashed-out dollar 150 for the minimum they let you cash out is 150. I went to chat support to ask where to send my documents because as with all they want them. I was told one email and i send them there and waited a day for reply but nothing. i went back to chat was told to send them to another email. so here too i did what i was told. After short while I did get email saying account is now updated and all documents on file. I went to chat and was informed cash-out is 24-72 hours to ewallet (in my case neteller) and longer for U.S. because of wire. So I waited. After 72 hours on March 15 no money in my neteller. I go to chat. I get told different this time... they now say that is 72 hours from time documents approved. I have to say that they told me on the 13th before i finally got word my documents have been approved that they had tech issues and thats why approval took so long... anyway so now its 72 hours from approval... but website says nothing about business hours... now they say business hours and always 72 hours... cashier on website says 24-72 hours... chat tells me yesterday you are about to get your withdrawal shortly.... never got it.... went to chat this morning again... supervisor on staff at that time said she will forward my request but she does not know if manger is there or finance is there... she said it was to early... i ll get an email later.... i never did... i go into chat again... here is transcript....
info: A chat operator will be with you shortly.
info: You are now chatting with 'Trey'
info: Your Issue ID for this chat is LTK1212502854506X
Trey: Welcome to Casino Support. My name is Trey. How may I assist you today?
you: hello
you: is eva still there?
Trey: Unfortunately no. She will be in about 8 hours
Trey: Maybe I can help you?
you: can you connect me to the supervisor that is in right now?
Trey: Let me check if available.
Trey: Unfortunately no on is available at the moment
Trey: one*
you: I see
you: the manager here yet?
Trey: No
Trey: Maybe I can help you?
you: when will he/she be coming in
you: ?
you: i dont think you can help me
you: eva forwarded a request about 6 hours ago to management
you: when no one was in yet because it was so early
you: i would finally get management or finance to reply to me
you: you may read the last chat transcripts because it would take me forever and a day to type it all in here again
you: essentially do i need the manager to process my still pending payment since the casino has NOT honored the payout time
you: to get this done, do i need a manager, because i am not going to wait until monday and have a total wait time of 122+ hours on a simple neteller withdrawal
you: i was missinformed all the way, told something different by everyone and simply been put off
you: so.. I want to speak to a manager at this point to get clarity... or since we passed the 72 hours maximum as stated on the website.... see the withdrawal
you: one or the other please
Trey: If you are saying that Eva forwarded a request to our finance department about 6 hours ago, here was night time, so your patience is much appreciated.
you: eva didnt even know if someone there would show up
you: funny enough that support doesnt know if someone is working or not
Trey: I will transfer you to a supervisor. Please hold.
info: Please wait while I transfer the chat to 'Jessica'.
info: You are now chatting with 'Jessica'
info: Your Issue ID for this chat is LTK1212502854506X
you: Jessica
you: good day
Jessica: Hi Brunhilde
Jessica: How're you?
you: before I type everything in here again, be so kind and read the above
you: as you can imagine a bit irretated with this entire process
Jessica: Yes, I am aware of your request
Jessica: So, let me explain you how things are
you: alright. Eva was not sure who would be in or not... about 6 hours ago it was to early she said
you: please do
Jessica: So, according to the next comment left into your account by my colleague Eva, she has sent a request to our Finances Dep-t, asking them to review your withdrawal request and to approve it. As Trey was telling you above, at that time here, where we are it was night time. And our Finances don't work during nights, they do have a schedule different that ours
you: i understand that
you: that is not the issue
Jessica: That is why I suggest to you to be a little bit more patient, as they will take care of it as as they see our request
you: according to eva.... no one knows IF they even working
you: sometimes they do, sometimes they apparently dont
you: I am not even going to start to say I understand the system
you: Eva did not know if they in today... maybe not until Monday
you: all fine and good
you: but
you: I was misinformed throughout the line
you: the website does not state business hours
you: just says hey within 72 hours, withdrawal is there IF using a ewallet
Jessica: Officially, we do not process withdrawals during week-ends.
Jessica: Yes, sit does not state it
Jessica: Sorry for confusion
you: not exactly true either
you: there is the vague comment some weekends on the website
you: either way
Jessica: I will send a request to our Tech guys, asking them to adjust the info on our official web site
you: it says 72 max
you: i passed that
you: gosh I was told two days ago
you: Mam your withdrawal is with you shortly
Jessica: This way, it will avoid such kind of misunderstanding for the future
you: if finance is not around
you: oh well
you: managment should do it at this point
Jessica: Brunhilde, let me assure you that you will get your winnings
you: because i read all that was written on the website
you: that is not the point Jessica
Jessica: And your patience is much appreciated
you: its just that it seems casinos write what will be pleasing on their website
you: but reality is far from it
you: so I just would like a straight sentence
Jessica: I understand you very well and that is why we are sorry once again for the confusion due to the info on the site
you: will this be processed today?
you: when is management available?
Jessica: I am really sorry, but I am not able to give you an exact time frame
you: because there are a few people complaining about it being slow
you: you are a supervisor are you not?
you: so do you not know if or if not your boss will be coming in today. WE are usually high gambling times
Jessica: We have a big volume of requests of withdrawals
Jessica: Most probably this is due to this
you: and your co-worker said i am at the top of it
you: I just want a result
Jessica: Your satisfaction is our top priority
you: i am 72 years old and this is nerve racking and I am only persistant because its the principle of the matter
Jessica: We want you to have a pleasant experience here, including when it's about delays
you: Jessica, I appreciate your nice words, but at this point i need results from management
you: if you are so busy, shouldnt finance be in today
you: ?
Jessica: Well, all I can do for now is just to re-send the request to them, not more
you: so what you are saying is that you do not even know IF they are in today?
Jessica: I am sorry, but the schedule of our Dep-t are not set by me or anyone else from the Support Dep-t
Jessica: Hopefully in the future we will have them 24/7
Jessica: That's what we hope, too
you: hope alright
you: okay
you: what about management
Jessica: Because this way, we will assure a continuos assistance in all these matters same time
you: I am sure they do not just let their support hang
you: do they?
you: what time zone are you workin in
you: according to eva its cet
you: another support agent told me est
you: what is it?
you: everyone tells me something different here
you: I just want honest answers
you: its 11:32 am for me
you: it was early morning for eva when we last chatted and also early morning for me
you: indicates the same time zone
you: now its 11:30
Jessica: 12:33:10 PM, Saturday 16, March 2013 EET
you: finance should be busy working if its true that there is so many withdrawals
you: so you are one hour ahead of me
you: one agent already lied telling me you are in EST
you: it s adding up
you: the untruth told to me
you: and it seems like its some sort of tactic to delay
Jessica: Sorry, I assume he was in training and not so initiated in this, but I am sure his purpose was not to lie to you
you: lets summarize this, because i will use this chat once i receive the email copy to have casinomeister handle from here on out.
you: Website says the following:
Jessica: Yes, you are welcome
you: Once you've hit the big one at Miami Club, you can withdraw your winnings through a number of tested and trusted methods. Our top priority is to process all withdrawals in a timely manner. We want you to enjoy your winnings as soon as possible and therefore guarantee that withdrawals will be processed within 24 to 72 hours.
you: no mentioning of business hours
you: 72 hours max for withdrawals
you: it further says the following:
you: You are able to withdraw your winnings through various banking options listed in the casino cashier. Withdrawals are processed within 24 to 72 hours. Please note that US withdrawals via wire-transfer are charged with $45 fee and may take up to 7 business working day and ewallet payments are instant after processing hours.
Jessica: As I said o you before, this is a detail that will be adjusted on the web site; sorry for this
you: now, i was told this starts counting AFTER documents have been approved
you: so this still makes it past 72 hours for my withdrawal
Jessica: Yes, correct; this is the info which states on our official web site
you: any wrong information listed on the casino website is a problem that the casinos fault - not mine
you: I should not have to deal with it
you: ergo
Jessica: We are all human
you: its the casinos responsability to see to it that they fulfill their obligation and honor their terms given
Jessica: And there can appear some mistakes
you: we sure are all human
you: but its always the player who has to do the chasing
you: frankly
you: its fishy
you: support does not know if finance is available or not
you: support does not know if a manager is available or not
you: organization appears to be a mess
Jessica: You know, we are striving to have all the customers happy, but we are also waiting for our customers to be receptive
you: and I am
you: but after being told something different all the time
Jessica: Have I told you that I don't know when Finance will be available?
you: i just reached the point were i do not feel like I should longer just sit there and accept that i get told whatever holds me off
you: you didnt give me a direct answer
you: apparently there is only an email line from you to them
you: and no one knows if they working today or not
Jessica: We have winners that win by thousands of $ and they are patient; even though there can appear some small delays
you: or wehn they working
you: look Jessica, if you find time... read through all the chat transcripts and all the different things i have been told
you: you know... i was told i believe three times that my request was sent to finance
Jessica: I find that is more fair to not offer a direct answer than to offer a wrong answer
you: nothing ever happend
you: yes, i rather not be lied too
you: but it does not resolve anything
Jessica: It hapenned
Jessica: Why are you saying that it did not hapen?
you: well than your finance department lacks in responsive skills
you: my withdrawal
you: a reply to the request
you: anything at this point Jessica
Jessica: How do you know that it was not? You never know what Support are doing
you: no manager available who could fix this
Jessica: And again, it's about the respect for all our customers
you: no withdrawal.... nothing
Jessica: And about our responsabilities
Jessica: If you don't have it so far, it does not mean that Support did not do anything
you: someone is slacking... from the looks of it its finance
you: but there must be something that can be done other than trying to get a reply back to you from finance
Jessica: Every company has a policy, including a schedule for it's employees
you: other casinos have a manangment who views issues and deals with them - in a timely mannter
you: manner
Jessica: That means we cannot change it when customers want it
you: I am not asking you too
Jessica: Yes, we are happy to receive any feed-back from you, anytime
you: your co-worker
you: told me that at some point some mananger should be in
Jessica: But you have to understand that we do as much as we can
you: and she said it was to early this morning
you: its past noon now
you: the reason why i came into chat again.
Jessica: Are you counting every minute?
you: was to see if this mananger is available now
you: to fix this
you: no i am not jessica
you: please step back and see my point of view
Jessica: You know, patience is very important in all the matters
Jessica: Yes, I am
you: wouldnt you starting to get irretated
you: when everyone tells you something different?
you: I am not sitting there with you
you: I am not aware of working hours or internal policies
you: I go off of what I am told
you: i get told
you: your withdrawal should be with you shortly
you: that was two days ago
you: it says please start counting 72 hours from the time you submitted the withdrawal
you: its ALWAYS paid within that time frame
you: than its 72 hours after docuemtns have been submitted but it will be with you shorlty
Jessica: Well, you just don't want to be receptive and I am sorry to see tjis from one of our customers
you: than i get told
Jessica: *this
Jessica: Let's do it like this Brunhilde
you: after 72 hours another 72 hours to process via neteller
you: which was incorrect
you: please see that after all the wrong or changing information
you: I am just so so vary
you: and want a result
you: i am willing to be patient all day
Jessica: I just sent once again the request to them. As soon as they will be in, they will take care of it
you: if it means something is actually happening today
Jessica: All I have to ask you is just to keep the patience
you: and if they dont show till monday i had a 122+ hour neteller withdrawal?
Jessica: They will get back to you at their earliest convenience
Jessica: Is there anything else I can help you with?
you: Can you answer me straight? Will there be a manager coming in. Support should know that
you: you are being vague Jessica with the timeline. I would really appreciate a straight answer here!
Jessica: I am sorry, but I've done all my best to answer all your questions
you: Will there be a manager in today
you: its a yes or no question
Jessica: I would appreciate your understanding and patience
you: I would appreciate a straight answer, really please
Jessica: This is important for us, to know that we have patient and receptive customers
Jessica: It's like the casino playing - it's all about patience and luck
you: and I am patient... if I feel my questions are answered to my satisfaction
Jessica: Same thing here
you: but no one is giving me a straight answer
Jessica: I mean patience
you: this is not about patience Jessica
Jessica: Yes, it is
you: I just want one person to give me a straight honest answer
you: its a yes or no question after all
you: before I know it. its evening again for you guys... nothing happend... again
Jessica: You will get a reply by e-mail as soon as they will be in
you: is there a possibility they will be in today or not? Yes or No?
Jessica: Maybe yes, maybe not
Jessica: but
Jessica: I will give you it right away, and I will do it taking into consideration our casino policy, as I told you before
Jessica: Our Finances will be in on Monday
you: alright
Jessica: Good
you: you just said maybe they be in or maybe not
you: so they def not be in till Monday?
you: or are we talking about management here?
Jessica: Our Managers does not work during week-ends
Jessica: Hope this answer is enough clear
you: the busiest time?
you: so who will be maybe here or maybe not today?
you: finance who you jsut said is not in till Monday
you: i just want to clarify who we are talking about
Jessica: Our Managers don't not work during week-ends
you: alright
you: you said so
you: you also said Quote: Jessica: You will get a reply by e-mail as soon as they will be in you: is there a possibility they will be in today or not? Yes or No? Jessica: Maybe yes, maybe not - Unquote
you: who is they?
Jessica: I perfectly know what I did say
you: who are we talking about?
you: just to clarify
Jessica: Sorry, I am not responsible to give you exact names
you: i am not trying to be difficult
you: i am not asking for names
you: I am asking for who we are talking about
you: finance, manangement
Jessica: Ok, our Finances and our Manager
you: who is "they"
you: alright
you: that was like pulling a tooth
you: again... you see how vague all this is?
you: I am concerned and I just want honest straight answers
you: and it would be alright
you: but everything is so vague
you: no one gives a straight honest answer
you: that is not ok
you: and has nothing to do with my lack of patience
you: this is not about patience
Jessica: Well, we are trying as much as possible to do it
you: this is about the feeling that no one will be up front and give you straight answers
you: but only trying to hold me off some more
you: and that is not fair, and not okay
Jessica: But if this does not answer to your expectations, sorry
you: i cant do the work myself and inform myself
you: i have to ask you
Jessica: We are opened for any feed-back from you
you: or whoever i talk to on chat
you: and if everyone tells me something different or is extremely vague
you: than its no wonder i come back to get clarification
you: its not okay
you: and its a bad practice
you: and I am not trying to be rude but stating my experience in the past days
Jessica: Brunhilde, I am really sorry, but I have some customers on line, waiting for me to assist them. All customers are valued and important for us; so if you have any more questions that I would be able to assist you with, please refer directly to them
you: not one person was able to resolve this or give me straight answers or tell me something without some one else in chat saying something different the next day.
you: sure Jessica
you: I ll await an email in the next hours
you: hopefully this can be concluded
you: alright. good day jessica. i await word. hopefully today.
you: have a good day.
Jessica: Thank you
Jessica: You too
Jessica: Have a blessed day
I never get one straight answer... i am mad because i as player have to go of information on the website... casino should honor that information for I as player have to always follow rules and regulations say state...everyone at support there tells me something different. They made me feel like I am rude when all I am trying to do is get some answers, honest answers, answers I can believe and turn out to be true.
I finally give up because my age I dont have the nerve for this... I dont know what else to do.
They tell me since two days i have withdrawal soon or shortly... then they say they work on EST time than on CET... they used that as a reason why no one can be reached...they told me at one point that its 72 hours to approve withdrawal and other 72 hours to send it to neteller.... than someone else tells me its not correct.
I feel like I am jerked around a lot with them and they just want to get rid of me in chat.
I liked their games... they are different than in other casinos... so I hoped this would work out fine with this casino , but the support was bad and lied to me and told me something different. Very frustrating.
Does someone here have had experience with this casino or any recommendations how to fix this mess and get my pay out in time promised and have them honor their stated times as written on website?
Again, I apologize for wrong writing in english at points. I do not speak or write it to well yet.
my best
Bruni
See Related Threads:
My name is Bruni and I just joint.
I am 72 years old and just self tought me english in the last year so bear with me and
I hope my writing in english not to bad.
I just found this wonderful place.
I only gamble at a few casinos but at the once I do gamble I had good experience and make big deposits.
I joined Miami Club on the March 12 using one of their offers. I met playthrough requirements and cashed-out dollar 150 for the minimum they let you cash out is 150. I went to chat support to ask where to send my documents because as with all they want them. I was told one email and i send them there and waited a day for reply but nothing. i went back to chat was told to send them to another email. so here too i did what i was told. After short while I did get email saying account is now updated and all documents on file. I went to chat and was informed cash-out is 24-72 hours to ewallet (in my case neteller) and longer for U.S. because of wire. So I waited. After 72 hours on March 15 no money in my neteller. I go to chat. I get told different this time... they now say that is 72 hours from time documents approved. I have to say that they told me on the 13th before i finally got word my documents have been approved that they had tech issues and thats why approval took so long... anyway so now its 72 hours from approval... but website says nothing about business hours... now they say business hours and always 72 hours... cashier on website says 24-72 hours... chat tells me yesterday you are about to get your withdrawal shortly.... never got it.... went to chat this morning again... supervisor on staff at that time said she will forward my request but she does not know if manger is there or finance is there... she said it was to early... i ll get an email later.... i never did... i go into chat again... here is transcript....
info: A chat operator will be with you shortly.
info: You are now chatting with 'Trey'
info: Your Issue ID for this chat is LTK1212502854506X
Trey: Welcome to Casino Support. My name is Trey. How may I assist you today?
you: hello
you: is eva still there?
Trey: Unfortunately no. She will be in about 8 hours
Trey: Maybe I can help you?
you: can you connect me to the supervisor that is in right now?
Trey: Let me check if available.
Trey: Unfortunately no on is available at the moment
Trey: one*
you: I see
you: the manager here yet?
Trey: No
Trey: Maybe I can help you?
you: when will he/she be coming in
you: ?
you: i dont think you can help me
you: eva forwarded a request about 6 hours ago to management
you: when no one was in yet because it was so early
you: i would finally get management or finance to reply to me
you: you may read the last chat transcripts because it would take me forever and a day to type it all in here again
you: essentially do i need the manager to process my still pending payment since the casino has NOT honored the payout time
you: to get this done, do i need a manager, because i am not going to wait until monday and have a total wait time of 122+ hours on a simple neteller withdrawal
you: i was missinformed all the way, told something different by everyone and simply been put off
you: so.. I want to speak to a manager at this point to get clarity... or since we passed the 72 hours maximum as stated on the website.... see the withdrawal
you: one or the other please
Trey: If you are saying that Eva forwarded a request to our finance department about 6 hours ago, here was night time, so your patience is much appreciated.
you: eva didnt even know if someone there would show up
you: funny enough that support doesnt know if someone is working or not
Trey: I will transfer you to a supervisor. Please hold.
info: Please wait while I transfer the chat to 'Jessica'.
info: You are now chatting with 'Jessica'
info: Your Issue ID for this chat is LTK1212502854506X
you: Jessica
you: good day
Jessica: Hi Brunhilde
Jessica: How're you?
you: before I type everything in here again, be so kind and read the above
you: as you can imagine a bit irretated with this entire process
Jessica: Yes, I am aware of your request
Jessica: So, let me explain you how things are
you: alright. Eva was not sure who would be in or not... about 6 hours ago it was to early she said
you: please do
Jessica: So, according to the next comment left into your account by my colleague Eva, she has sent a request to our Finances Dep-t, asking them to review your withdrawal request and to approve it. As Trey was telling you above, at that time here, where we are it was night time. And our Finances don't work during nights, they do have a schedule different that ours
you: i understand that
you: that is not the issue
Jessica: That is why I suggest to you to be a little bit more patient, as they will take care of it as as they see our request
you: according to eva.... no one knows IF they even working
you: sometimes they do, sometimes they apparently dont
you: I am not even going to start to say I understand the system
you: Eva did not know if they in today... maybe not until Monday
you: all fine and good
you: but
you: I was misinformed throughout the line
you: the website does not state business hours
you: just says hey within 72 hours, withdrawal is there IF using a ewallet
Jessica: Officially, we do not process withdrawals during week-ends.
Jessica: Yes, sit does not state it
Jessica: Sorry for confusion
you: not exactly true either
you: there is the vague comment some weekends on the website
you: either way
Jessica: I will send a request to our Tech guys, asking them to adjust the info on our official web site
you: it says 72 max
you: i passed that
you: gosh I was told two days ago
you: Mam your withdrawal is with you shortly
Jessica: This way, it will avoid such kind of misunderstanding for the future
you: if finance is not around
you: oh well
you: managment should do it at this point
Jessica: Brunhilde, let me assure you that you will get your winnings
you: because i read all that was written on the website
you: that is not the point Jessica
Jessica: And your patience is much appreciated
you: its just that it seems casinos write what will be pleasing on their website
you: but reality is far from it
you: so I just would like a straight sentence
Jessica: I understand you very well and that is why we are sorry once again for the confusion due to the info on the site
you: will this be processed today?
you: when is management available?
Jessica: I am really sorry, but I am not able to give you an exact time frame
you: because there are a few people complaining about it being slow
you: you are a supervisor are you not?
you: so do you not know if or if not your boss will be coming in today. WE are usually high gambling times
Jessica: We have a big volume of requests of withdrawals
Jessica: Most probably this is due to this
you: and your co-worker said i am at the top of it
you: I just want a result
Jessica: Your satisfaction is our top priority
you: i am 72 years old and this is nerve racking and I am only persistant because its the principle of the matter
Jessica: We want you to have a pleasant experience here, including when it's about delays
you: Jessica, I appreciate your nice words, but at this point i need results from management
you: if you are so busy, shouldnt finance be in today
you: ?
Jessica: Well, all I can do for now is just to re-send the request to them, not more
you: so what you are saying is that you do not even know IF they are in today?
Jessica: I am sorry, but the schedule of our Dep-t are not set by me or anyone else from the Support Dep-t
Jessica: Hopefully in the future we will have them 24/7
Jessica: That's what we hope, too
you: hope alright
you: okay
you: what about management
Jessica: Because this way, we will assure a continuos assistance in all these matters same time
you: I am sure they do not just let their support hang
you: do they?
you: what time zone are you workin in
you: according to eva its cet
you: another support agent told me est
you: what is it?
you: everyone tells me something different here
you: I just want honest answers
you: its 11:32 am for me
you: it was early morning for eva when we last chatted and also early morning for me
you: indicates the same time zone
you: now its 11:30
Jessica: 12:33:10 PM, Saturday 16, March 2013 EET
you: finance should be busy working if its true that there is so many withdrawals
you: so you are one hour ahead of me
you: one agent already lied telling me you are in EST
you: it s adding up
you: the untruth told to me
you: and it seems like its some sort of tactic to delay
Jessica: Sorry, I assume he was in training and not so initiated in this, but I am sure his purpose was not to lie to you
you: lets summarize this, because i will use this chat once i receive the email copy to have casinomeister handle from here on out.
you: Website says the following:
Jessica: Yes, you are welcome
you: Once you've hit the big one at Miami Club, you can withdraw your winnings through a number of tested and trusted methods. Our top priority is to process all withdrawals in a timely manner. We want you to enjoy your winnings as soon as possible and therefore guarantee that withdrawals will be processed within 24 to 72 hours.
you: no mentioning of business hours
you: 72 hours max for withdrawals
you: it further says the following:
you: You are able to withdraw your winnings through various banking options listed in the casino cashier. Withdrawals are processed within 24 to 72 hours. Please note that US withdrawals via wire-transfer are charged with $45 fee and may take up to 7 business working day and ewallet payments are instant after processing hours.
Jessica: As I said o you before, this is a detail that will be adjusted on the web site; sorry for this
you: now, i was told this starts counting AFTER documents have been approved
you: so this still makes it past 72 hours for my withdrawal
Jessica: Yes, correct; this is the info which states on our official web site
you: any wrong information listed on the casino website is a problem that the casinos fault - not mine
you: I should not have to deal with it
you: ergo
Jessica: We are all human
you: its the casinos responsability to see to it that they fulfill their obligation and honor their terms given
Jessica: And there can appear some mistakes
you: we sure are all human
you: but its always the player who has to do the chasing
you: frankly
you: its fishy
you: support does not know if finance is available or not
you: support does not know if a manager is available or not
you: organization appears to be a mess
Jessica: You know, we are striving to have all the customers happy, but we are also waiting for our customers to be receptive
you: and I am
you: but after being told something different all the time
Jessica: Have I told you that I don't know when Finance will be available?
you: i just reached the point were i do not feel like I should longer just sit there and accept that i get told whatever holds me off
you: you didnt give me a direct answer
you: apparently there is only an email line from you to them
you: and no one knows if they working today or not
Jessica: We have winners that win by thousands of $ and they are patient; even though there can appear some small delays
you: or wehn they working
you: look Jessica, if you find time... read through all the chat transcripts and all the different things i have been told
you: you know... i was told i believe three times that my request was sent to finance
Jessica: I find that is more fair to not offer a direct answer than to offer a wrong answer
you: nothing ever happend
you: yes, i rather not be lied too
you: but it does not resolve anything
Jessica: It hapenned
Jessica: Why are you saying that it did not hapen?
you: well than your finance department lacks in responsive skills
you: my withdrawal
you: a reply to the request
you: anything at this point Jessica
Jessica: How do you know that it was not? You never know what Support are doing
you: no manager available who could fix this
Jessica: And again, it's about the respect for all our customers
you: no withdrawal.... nothing
Jessica: And about our responsabilities
Jessica: If you don't have it so far, it does not mean that Support did not do anything
you: someone is slacking... from the looks of it its finance
you: but there must be something that can be done other than trying to get a reply back to you from finance
Jessica: Every company has a policy, including a schedule for it's employees
you: other casinos have a manangment who views issues and deals with them - in a timely mannter
you: manner
Jessica: That means we cannot change it when customers want it
you: I am not asking you too
Jessica: Yes, we are happy to receive any feed-back from you, anytime
you: your co-worker
you: told me that at some point some mananger should be in
Jessica: But you have to understand that we do as much as we can
you: and she said it was to early this morning
you: its past noon now
you: the reason why i came into chat again.
Jessica: Are you counting every minute?
you: was to see if this mananger is available now
you: to fix this
you: no i am not jessica
you: please step back and see my point of view
Jessica: You know, patience is very important in all the matters
Jessica: Yes, I am
you: wouldnt you starting to get irretated
you: when everyone tells you something different?
you: I am not sitting there with you
you: I am not aware of working hours or internal policies
you: I go off of what I am told
you: i get told
you: your withdrawal should be with you shortly
you: that was two days ago
you: it says please start counting 72 hours from the time you submitted the withdrawal
you: its ALWAYS paid within that time frame
you: than its 72 hours after docuemtns have been submitted but it will be with you shorlty
Jessica: Well, you just don't want to be receptive and I am sorry to see tjis from one of our customers
you: than i get told
Jessica: *this
Jessica: Let's do it like this Brunhilde
you: after 72 hours another 72 hours to process via neteller
you: which was incorrect
you: please see that after all the wrong or changing information
you: I am just so so vary
you: and want a result
you: i am willing to be patient all day
Jessica: I just sent once again the request to them. As soon as they will be in, they will take care of it
you: if it means something is actually happening today
Jessica: All I have to ask you is just to keep the patience
you: and if they dont show till monday i had a 122+ hour neteller withdrawal?
Jessica: They will get back to you at their earliest convenience
Jessica: Is there anything else I can help you with?
you: Can you answer me straight? Will there be a manager coming in. Support should know that
you: you are being vague Jessica with the timeline. I would really appreciate a straight answer here!
Jessica: I am sorry, but I've done all my best to answer all your questions
you: Will there be a manager in today
you: its a yes or no question
Jessica: I would appreciate your understanding and patience
you: I would appreciate a straight answer, really please
Jessica: This is important for us, to know that we have patient and receptive customers
Jessica: It's like the casino playing - it's all about patience and luck
you: and I am patient... if I feel my questions are answered to my satisfaction
Jessica: Same thing here
you: but no one is giving me a straight answer
Jessica: I mean patience
you: this is not about patience Jessica
Jessica: Yes, it is
you: I just want one person to give me a straight honest answer
you: its a yes or no question after all
you: before I know it. its evening again for you guys... nothing happend... again
Jessica: You will get a reply by e-mail as soon as they will be in
you: is there a possibility they will be in today or not? Yes or No?
Jessica: Maybe yes, maybe not
Jessica: but
Jessica: I will give you it right away, and I will do it taking into consideration our casino policy, as I told you before
Jessica: Our Finances will be in on Monday
you: alright
Jessica: Good
you: you just said maybe they be in or maybe not
you: so they def not be in till Monday?
you: or are we talking about management here?
Jessica: Our Managers does not work during week-ends
Jessica: Hope this answer is enough clear
you: the busiest time?
you: so who will be maybe here or maybe not today?
you: finance who you jsut said is not in till Monday
you: i just want to clarify who we are talking about
Jessica: Our Managers don't not work during week-ends
you: alright
you: you said so
you: you also said Quote: Jessica: You will get a reply by e-mail as soon as they will be in you: is there a possibility they will be in today or not? Yes or No? Jessica: Maybe yes, maybe not - Unquote
you: who is they?
Jessica: I perfectly know what I did say
you: who are we talking about?
you: just to clarify
Jessica: Sorry, I am not responsible to give you exact names
you: i am not trying to be difficult
you: i am not asking for names
you: I am asking for who we are talking about
you: finance, manangement
Jessica: Ok, our Finances and our Manager
you: who is "they"
you: alright
you: that was like pulling a tooth
you: again... you see how vague all this is?
you: I am concerned and I just want honest straight answers
you: and it would be alright
you: but everything is so vague
you: no one gives a straight honest answer
you: that is not ok
you: and has nothing to do with my lack of patience
you: this is not about patience
Jessica: Well, we are trying as much as possible to do it
you: this is about the feeling that no one will be up front and give you straight answers
you: but only trying to hold me off some more
you: and that is not fair, and not okay
Jessica: But if this does not answer to your expectations, sorry
you: i cant do the work myself and inform myself
you: i have to ask you
Jessica: We are opened for any feed-back from you
you: or whoever i talk to on chat
you: and if everyone tells me something different or is extremely vague
you: than its no wonder i come back to get clarification
you: its not okay
you: and its a bad practice
you: and I am not trying to be rude but stating my experience in the past days
Jessica: Brunhilde, I am really sorry, but I have some customers on line, waiting for me to assist them. All customers are valued and important for us; so if you have any more questions that I would be able to assist you with, please refer directly to them
you: not one person was able to resolve this or give me straight answers or tell me something without some one else in chat saying something different the next day.
you: sure Jessica
you: I ll await an email in the next hours
you: hopefully this can be concluded
you: alright. good day jessica. i await word. hopefully today.
you: have a good day.
Jessica: Thank you
Jessica: You too
Jessica: Have a blessed day
I never get one straight answer... i am mad because i as player have to go of information on the website... casino should honor that information for I as player have to always follow rules and regulations say state...everyone at support there tells me something different. They made me feel like I am rude when all I am trying to do is get some answers, honest answers, answers I can believe and turn out to be true.
I finally give up because my age I dont have the nerve for this... I dont know what else to do.
They tell me since two days i have withdrawal soon or shortly... then they say they work on EST time than on CET... they used that as a reason why no one can be reached...they told me at one point that its 72 hours to approve withdrawal and other 72 hours to send it to neteller.... than someone else tells me its not correct.
I feel like I am jerked around a lot with them and they just want to get rid of me in chat.
I liked their games... they are different than in other casinos... so I hoped this would work out fine with this casino , but the support was bad and lied to me and told me something different. Very frustrating.
Does someone here have had experience with this casino or any recommendations how to fix this mess and get my pay out in time promised and have them honor their stated times as written on website?
Again, I apologize for wrong writing in english at points. I do not speak or write it to well yet.
my best
Bruni
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(only greyhounds though) and I play on pogo with an 89 year old woman, so I don't find your age odd at all to be doing this. I do however find it odd that you start by saying how old you are, age doesn't matter when gambling. 
