Neteller problems @TRADA

[deanus76]

Hi All,

be careful when trying to withdrawal from Trada using Neteller as they havent got enough money in their account to pay winnings. I requested a withdrawal Saturday, I kept asking live chat why it hadnt been processed and livechat kept telling me it would be processed only to be told today that they don't have enough money in the account and that I will have to wait till Wednesday. This is the second instance of this in 2 weeks.

Not a great thing to be told by a casino they dont have money to pay you out.

 

[deanus76]

The payments team got back to me and informed me that they are still waiting for the transfer of Neteller funds, they issued the transfer today so they informed me that they hope to have the your withdrawal payed on Wednesday​

DEAN CLARK​ 04:54:14 pm​ Sorry i dont understand, why does that stop my withdrawal ?​

Larry​ 04:55:04 pm​ Because we don't have Neteller funds at the moment to pay out your withdrawal, we are waiting to receive funding into our account by Neteller which was requested today​

DEAN CLARK​ 04:56:09 pm​ This was the same issue that happened 2 weeks ago when i had to wait, surely a casino must have enough funds at all times to pay out a win ?​

Larry​ 04:57:30 pm​ Depending on the volume of withdrawals from a certain method casino's can run out of funds in that account, unfortunately we don't have infinite funds in our accounts. We should have the funds in the Neteller account by Wednesday so your withdrawal will be paid on Wednesday​

DEAN CLARK​ 04:58:38 pm​ So thats 5 days, if i had been told this i would have asked for a bank transfer.​ I know its not your fault but its appalling customer service on Tradas behalf​

Larry​ 04:59:32 pm​ I apologise for the delay Dean but there is no way for us live chat agents to know this in advance​

DEAN CLARK​ 05:00:07 pm​ I asked yesterday and was told it would be processed yesterday. The same everyday​

Larry​ 05:00:51 pm​ I only found out about this today Dean, I'm sure the person you were in contact with also didn't know about the Neteller funds​

DEAN CLARK​ 05:01:39 pm​ Okay. Thanks for your help Larry.​

Larry​ 05:01:48 pm​ No problem Dean, sorry about the delay​

 

[Conor@Trada]

Hey mate,

Sorry for not getting back to you on our PM.
I was awaiting confirmation from the banking team regarding the reasoning for the delay.
It appears there was an issue with the Neteller account, but not that there were no funds available. I am not sure why this was stated, so I will be having a chat with this agent.

The issue was because our banking team had been locked out of our Neteller backend which is where we would actually process the withdrawals.
We had been waiting for this to be resolved and the passwords reset today.

I am happy to confirm this has been done, and the banking team is in the process of processing all Neteller withdrawals that experienced this short delay.

Conor

 

[deanus76]

They told me the same thing last week Conor that they don't have enough funds to pay out Neteller? That was a different c/s agent, I believe it was live chat manager as they made the withdrawal for me telling me they had enough to make my withdrawal? You have a great casino but these issues you have been having for 2 weeks now. All of my withdrawals have been days not hours.

 

[deanus76]

I have just been sent my withdrawal Conor.

 

[Conor@Trada]

They told me the same thing last week Conor that they don't have enough funds to pay out Neteller? That was a different c/s agent, I believe it was live chat manager as they made the withdrawal for me telling me they had enough to make my withdrawal? You have a great casino but these issues you have been having for 2 weeks now. All of my withdrawals have been days not hours.

I completely understand @deanus76 , you can only go off of the information you're given.
And it 100% isn't the experience we would like to give either.
The issue with Neteller 2 weeks ago was that we were hit with a few massive winners in a very short space of time, all of whom had withdrawn with Neteller, so there was an issue then with the levels in Neteller.

However, since this happened we introduced new measures to ensure that this kind of issue doesn't occur again (or as easily) in the future.
I can only assume the agent had assumed that this had happened again, but I'll get a more concrete explanation once I see them tomorrow.

 

[deanus76]

Its really annoying to keep being told the same thing from LiveChat, yes your withdrawal is being processed today and nothing day after day and then to be told today that you cant pay ? Its enough to drive players away.