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rockycatt said:
:

ok at first actually i only wanted to have them free the money from any restrictions and not do a withdrawal save time and effort ,[i did the w/r in one session] and was tired :) but they said no you have to with draw it .

i said well ok i was going to ask them to use my e wallet express but before we even got into that i was informed that they want 19.00 to process any transaction :rolleyes: i thought scam not any congrats or anything
i wouldnt put two much hope up for this one :rolleyes:
Click to expand...

OK...WTF!?!
Thanks for the answer Rocky, I thought maybe it was a fee for some unusual withdrawal method. Not that it would make it right anyway, but a flat fee on any form of withdrawal is a load of shit.
 
I talked to Sam today. As Jon promised yesterday the entire 100 I had left after clearing the 30x WR was withdrawable. I'm told he's going to flush 80 of it to MB and leave the rest for me to play.

The only real problem I see with this casino is that they're brand new and everything isn't running up to snuff yet. Support is still in training so talking to Sam or Jon is best if you want straight answers. There are some withdrawal methods listed now but the web wallets aren't there yet. I was able to get a MB withdrawal via live chat. Another problem is that the MB withdrawals are going to be painfully slow for a month then I'm told they will be 24 - 48 hours. I'm assuming they're still setting up processors.

I'll check back and see if the money was flushed later tonight. I probably won't be able to comment on the MB withdrawal for a week or two. If you want fast payouts to web wallets you're going to have to wait a month before you start depositing.

I didn't know the WR had changed or I would have asked why. Maybe the RTP is set really high and a lot of people are clearing it. I certainly had no real problem doing it.

Of course I didn't sit and spin one game until I was broke. :p

I was pretty hard on this casino at first because of the lack of answers from support but since Jon started explaining the reasons for some of the problems things are starting to look up. (Letting me withdraw the full 100 helped.)

I guess time will tell.
 
Well, I redeemed the coupon and met the WR of $1500 that was in my cashier. I did ask chat if I had cleared, since the promotion page shows 40x.

I sent my ID, and the offered to send me either moneygram or western union. I asked if there was a fee, 18 or 20 dollars I was told. I then asked about withdrawing to Moneybookers. I was told yes, but there is a fee for that (about the same), but they would waive it this time. I was told 10 days for moneybookers.

I'm not even sure if my withdrawal is for $80 or $100!! My balance is $406 and a bonus balance of $50 showing still.

I did ask chat to pass on my comments that I felt a fee to withdraw to an ewallet would put me off from playing again, and that I would check after I get my funds if they still have the same policy.

It really was more fun than I've had at an RTG in quite a while. Hope they don't want a fee for every withdrawal, I would deposit and give them another go if payout times improve.
 
Bet Phoenix are a Sportsbook group and are well known among sportsbettors for their slow payments. I have never heard of people not getting paid but from what I've heard they do not pay as quickly as other offshore sportsbooks.

It will be interesting to see if it is the same woth the casino. Personally I don't mind about payment delays so long as they are reliable and Bet Phoenix do seem good in this regard.
 
skiny said:
Another problem is that the MB withdrawals are going to be painfully slow for a month then I'm told they will be 24 - 48 hours. I'm assuming they're still setting up processors.
Click to expand...

DiamondGeezer said:
Bet Phoenix are a Sportsbook group and are well known among sportsbettors for their slow payments. I have never heard of people not getting paid but from what I've heard they do not pay as quickly as other offshore sportsbooks.

It will be interesting to see if it is the same woth the casino. Personally I don't mind about payment delays so long as they are reliable and Bet Phoenix do seem good in this regard.
Click to expand...

I was impressed that my ID was approved so quickly (under an hour, and my first chat indicated that staff was in a meeting for another half hour). It was free, and a generous one at that, and I do understand that they are still setting things in place.

I would not consider depositing if payments take longer than 2 days after things are up to speed. And I won't consider depositing if a withdrawal will cost me about $20. I'm pretty sure a payment via moneybookers is a buck or less for the casino.

It really is Nichols' involvement with this casino that prompted me to try them, and other than the delay, so far I am satisfied.
 
Sam didn't even ask me for any docs. He told me my MB withdrawal was being processed and left 20 in my account.

I lost the 20 which didn't surprise me. 20 bucks doesn't last long at any casino these days.

I should contact them tomorrow and find out if they want my docs. :rolleyes:

Other than that all I can do is sit and wait to see when the money shows up in my MB account.

Nobody mentioned a fee either. Maybe that's going to be a surprise.
 
Fees.

Evening all.

I have just completed the wagering requirements myself (t-rex was kind) but went to withdraw to see no neteller (contacted live help but i have to wait for a reply to email or re-try chat at 9am eastern) so decided to have a look at the payout limits and fees.


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$30 for a neteller withdrawal and only 1 request per week :/ i am reading that right yes? Do any other casino's have that sort of a fee?
 
De Beuker said:
No, never seen these fees for Neteller.
Funny, so if you withdraw the minimum of $25.-, you owe them $5.-?:eek2:
Click to expand...
That's just what I was thinking!
But when you send them the $5, can't you charge THEM a $30 transaction fee...? :p

I also don't know of any other casinos who charge for a Neteller withdrawal.

KK
 
I honestly cannot understand what the attraction is of these free chips. I mean we all know what the slots are like, weve all played them before, its not as if anything new or magical is going to happen and for what? To waste a few hours playing for what is pretty much play money all to cash out a free 30 or 50 :what: If the slots play mega hot (and its possible even if unlikely :p) I would be mega pissed off to be capped in this way, free chip or not.
 
For me, a free chip for a new casino gives me a reason to contact support, see how promptly they respond to issue, if they seem competent, and rarely, see how a withdrawal is processed.

@mattsgame...could you provide a link to where you found this table? Some of it is at odds with what support told me in chat.

Table shows no charge for Moneygram and Western Union, chat told me around $18, $20.

They also did not offer me the option of a FREE courier cheque, something I would consider acceptable for any casino to charge an extra fee, as these services are not free for the casino.
 
Jasminebed said:
For me, a free chip for a new casino gives me a reason to contact support, see how promptly they respond to issue, if they seem competent, and rarely, see how a withdrawal is processed.

@mattsgame...could you provide a link to where you found this table? Some of it is at odds with what support told me in chat.

Table shows no charge for Moneygram and Western Union, chat told me around $18, $20.

They also did not offer me the option of a FREE courier cheque, something I would consider acceptable for any casino to charge an extra fee, as these services are not free for the casino.
Click to expand...

Sorry for the late reply i have only just seen this.

When you go to withdraw in the cashier, under amount requested click on More about payout limits and fee's. (see pic) It will open up a new window.


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Just received an email back from sam requesting docs and my neteller Withdrawal will be made within 10 business days (no mention of fee's :/). i don't have any pending Withdrawals in the cashier (see pic) maybe there hoping i play with it while i get my doc's ready :P. i did try to have a look to see if they had updated anymore payment methods but i have none on my list now.


Will keep you all updated.
 
Hey everyone, I got a call from Sam earlier with all the info about the cashout and I got my $100 today via MoneyGram no fees, no problems at all:thumbsup:

I will definitely play there again once they get everything panned out!
 
I talked to Sam again yesterday and he said there is no fee for the first withdrawal each month. After that web wallets will be 20 bucks. He seemed to think this is normal but I assured him it is not and that other RTG casinos that have unlimited free web wallet withdrawals. He said he would bring it up with Management.
 
mattsgame said:
Just received an email back from sam requesting docs and my neteller Withdrawal will be made within 10 business days
Click to expand...

10 Business days for a Neteller withdrawal!! You've got to be kidding...right? So counting the weekend that gets throwed in there, it will make that withdrawal 12 days? :eek2:

skiny said:
I talked to Sam again yesterday and he said there is no fee for the first withdrawal each month. After that web wallets will be 20 bucks. He seemed to think this is normal but I assured him it is not and that other RTG casinos that have unlimited free web wallet withdrawals. He said he would bring it up with Management.
Click to expand...

Nicolas could tell him that that is not normal, I'm also really surprised at Nicolas' absence here in this thread since the casino launched as well!
____
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RobWin said:
10 Business days for a Neteller withdrawal!! You've got to be kidding...right? So counting the weekend that gets throwed in there, it will make that withdrawal 12 days? :eek2:
Click to expand...

I was told the webwallet withdrawals would be really slow for a month and then it will be 24 to 48 hours.

RobWin said:
Nicolas could tell him that that is not normal, I'm also really surprised at Nicolas' absence here in this thread since the casino launched as well!
Click to expand...

Sam seems to be the person I get to talk to about finances. Maybe it's Jon he'll discuss the web wallet fees with.

I'm surprised nobody from this casino has joined this thread. I invited Sam to read and answer questions from it personally.
 
Hi Guys,

Sorry I haven't responded to this thread and a big apology for those who have experienced issues. To be honest, there have been a ton of things to do on the back that have kept me from posting here earlier.

We are working on making sure all the procedures in place are player friendly. I understand things like $30 e-wallets fees are totally unacceptable. This will be changed shortly... if the change hasn't been implemented yet.

As Redbush54 was very kind to inform you all of, and as I explained to her, we wanted to do a soft launch with a few players by giving them free chips to try everything out. Unfortunately things were not as ready as they should have been when the free chip was created. We haven't even opened the affiliate program, because, as you all have seen; everything isn't exactly as it should be.

I promise to let you all know when everything is 110% good to go. :notworthy

Kind Regards,
Nicolas Johnson
Bet Phoenix Casino Affiliate Manager
 
Glad to see you back Nicolas but please change your avi.:D

I would think that some of the problems stem from the fact that this casinos is linked to a sportsbook and as such they may have copied some of the procedures there including withdrawal fees. Withdrawals from sportsbooks are larger than casino withdrawals on average so there are fees associated. My sportsbook charges me 3% on each and every withdrawal by ecocard.

BTW Nicolas, will you be having ecocard as a banking option?
 
Hi Nicolas, I'm trying to cashout now, but there is no withdrawal options at all.

I did send my ID in, about 3 days ago. But since then I have had no reply.

I did ask for the fax back form, and I was sent a fax number. With a, what is a fax back form?

As I signed up when the wagering was 30x and max cashout was $100. Does this mean that my cashout will be $100?

Any help would be great.
 
(Update) Still awaiting a reply.

I sent in my doc's as requested and neteller account number and have not heard anything for at least 3 days? does anyone know if they work weekends? i will give them until Tuesday before i send off another email.
 
LOOKAWAY said:
Hi Nicolas, I'm trying to cashout now, but there is no withdrawal options at all.

I did send my ID in, about 3 days ago. But since then I have had no reply.

I did ask for the fax back form, and I was sent a fax number. With a, what is a fax back form?

As I signed up when the wagering was 30x and max cashout was $100. Does this mean that my cashout will be $100?

Any help would be great.
Click to expand...


This is exactly the same thing that's going on with me. After i requested a neteller withdrawal threw email all the withdrawal methods disappeared from the cashier. Still have my balance though...
 
mattsgame said:
I sent in my doc's as requested and neteller account number and have not heard anything for at least 3 days? does anyone know if they work weekends? i will give them until Tuesday before i send off another email.
Click to expand...

If it's the confirmation of your docs you're waiting to hear about you can contact live support. I'm not sure if I got confirmation. I think I just got paid instead. 5 days earlier than Sam said I would. (The nerve!)

If it was me I would contact live support and find out if they even received the email. Also keep in mind they're probably dealing with a huge influx of new players this month. Specially after that free chip was tossed around.

Has anyone noticed yet that it's impossible to get to any slots below Enchanted Garden using the mouse? The drop down menu on the new lobby design falls below the bottom of the casino lobby. I had to navigate with my arrow keys last night to play.

I told Sam about it last night. He said they would fix it as soon as possible. I told him to take the scroll bar off the casino lobby since there's nothing to scroll to and add it to the slots drop down menu. :rolleyes:
 
skiny said:
Has anyone noticed yet that it's impossible to get to any slots below Enchanted Garden using the mouse? The drop down menu on the new lobby design falls below the bottom of the casino lobby. I had to navigate with my arrow keys last night to play.

I told Sam about it last night. He said they would fix it as soon as possible. I told him to take the scroll bar off the casino lobby since there's nothing to scroll to and add it to the slots drop down menu. :rolleyes:
Click to expand...

I noticed this to.. if you have a wheel mouse you can just scroll it downwards to get to the rest of the slots.


cheers matt
 
mattsgame said:
I noticed this to.. if you have a wheel mouse you can just scroll it downwards to get to the rest of the slots.


cheers matt
Click to expand...

I tried that. All it did for me was make the lobby scroll bar jerk around.

They're supposed to fix it anyway. Hopefully sooner than later.
 
Quick update and question?

Still Nothing as yet which is strange. No reply from sam's email also every time i contact live chat i am told to contact them tomorrow as no one is there to help me, why would you have a live chat that responds to u only to be told there not able to help with casino issues grrr!



Cheers

Matt
 
Jasminebed said:
It is always a pleasure to receive a payment faster than promised! In my moneybookers now (and it was $80 BTW).

Thank you Sam and thank you BetPhoenix. You will be seeing me again soon.
Click to expand...

Did you put in for a $80 withdrawal? It's just I thought that the withdrawal charges are dropped for your first withdrawal.

I was told to send my cashout request to the manager sam, which I did with my neteller account number. This was over 30 hours ago now and still no reply and my balance is still showing on my account.
 
They should get the cashier to work. The withdrawal system is quite bad at the moment and reminds me of early days of connectocasino a former rtg, that did all withdrawals this way.
 
LOOKAWAY said:
Did you put in for a $80 withdrawal? It's just I thought that the withdrawal charges are dropped for your first withdrawal.

I was told to send my cashout request to the manager sam, which I did with my neteller account number. This was over 30 hours ago now and still no reply and my balance is still showing on my account.
Click to expand...

When I took the freechip, max cashout was listed as $80. Playthough on the web page was 40x, but only 30x in the cashier. They allowed it, although I had a high enough balance I'm sure I could have met the additional wagering.

My balance showed in my account until it was sent. I did not request a flush.
 
hmmm

LOOKAWAY said:
Did you put in for a $80 withdrawal? It's just I thought that the withdrawal charges are dropped for your first withdrawal.

I was told to send my cashout request to the manager sam, which I did with my neteller account number. This was over 30 hours ago now and still no reply and my balance is still showing on my account.
Click to expand...


i am still awaiting my cashout from the free chip From the 13th of April. I decided to get onto chat on Saturday to stir them up.


General Info
Chat start time Apr 24, 2010 1:22:11 AM EST
Chat end time Apr 24, 2010 1:36:54 AM EST
Duration (actual chatting time) 00:14:42
Operator Jon
Chat Transcript
info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Jon'
Jon: Hello Matt
Jon: This is Jon the Casino Manager
matt: hi jon
Jon: how can i help you
Jon: ?
matt: i was just wondering how my withdrawal was going from the 13th of april?
matt: i made a request via email to sam to withdrawl the $80 from the free chip
Jon: Hmm I was not aware of this , I apologize is it possible i can pay you via western union dame day on Monday ?
matt: sent in my i.d docs as requested but i have not received the withdrawal or heard anything back?
matt: can i not withdraw with neteller?
Jon: if it is easier for you please let me know
Jon: I will get you paid Monday without a doubt
Jon: I apologize for this
matt: it would be easier if i can get it withdrawn to neteller
matt: thanks
Jon: your very welcome
matt: so is there anything you need or do u have the information i sent threw to sam?
Jon: no sir that should be enough
Jon: thank you for understanding
matt: Thanks very much for your time and help it was appreciated
Jon: its my pleasure
info: Your chat transcript will be sent to ********* at the end of your chat.
matt: bye for now



Now by this Jon is the casino manager :/. And yesterday i once again tried to find out what was happening via live chat but as usual was told to contact them tomorrow or email.. i have not had any response form 3 email adresses i was provided with.... Tried just now and live chat is not available... grr i'm glad some of you got paid but i am being skeptical at the minute.


Cheers

Matt
 
Naaaa

This is a copy/paste from promotions page:
Wagering Requirement: 40x bonus. Non-Cashable, Min. Withdrawal $20, max. Withdrawal $80

Seems pretty pointless to wager $2000 to maybe be able to cashout $80.
Not worth the trouble if you ask me...

Also the other bonuses were pretty crappy aswell with max-cashouts of x10 and x15.

I wont be playing there
 
jonathanth said:
This is a copy/paste from promotions page:
Wagering Requirement: 40x bonus. Non-Cashable, Min. Withdrawal $20, max. Withdrawal $80

Seems pretty pointless to wager $2000 to maybe be able to cashout $80.
Not worth the trouble if you ask me...

Also the other bonuses were pretty crappy aswell with max-cashouts of x10 and x15.

I wont be playing there
Click to expand...

Well, if you're talking about crappy WR on deposit bonuses, that makes up for 98% of the casinos online.
 
Still no payout and Live chat problem.

Still nothing from this casino...

And now live chat has not been working for me for at least 2 days, every time i just get the "send a message". Anyone else able to access live chat?

Cheers matt
 
mattsgame said:
Still nothing from this casino...

And now live chat has not been working for me for at least 2 days, every time i just get the "send a message". Anyone else able to access live chat?

Cheers matt
Click to expand...

No, live chat is down. So, they did not pay you, as promised?
Another one for my burn and don't return list.
 
takethemoney said:
No, live chat is down. So, they did not pay you, as promised?
Another one for my burn and don't return list.
Click to expand...


I played the free chip, made a deposit and am really not impressed with this casino.

I would have thought that the casino would have ironed out the kinks in their system by now. I had to contact live chat in order to make a deposit since their deposit methods are still not working. Now I see that players can't even get on live chat because it is down. This does not give customers confidence that this casino is on the up and up. Especially after Cuba Club and Lucky Slots closed and didn't fess up to that at that time. They just told us they were moving servers. In my opinion if a casino wants to be successful they should try harder when they launch in order to instill player trust and confidence. Betphoenix has failed miserably in that respect in my opinion.

I have uninstalled Betphoenix for now and watch to see if there is any improvement in the future.
 

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