Hi All,
OK, I understand that the latest complaints regarding delays may give this impression, but it is not true and we are definitely not 'smart rogues'.
We have recently had to resend some withdrawals, some of which have been very delayed. This is true. This has to do with US banking regulations and volume of withdrawals but is only temporary. This is definitely not our MO. We've reached where we are by doing well by our loyal players and when something like this happens it only detracts from what we're trying to do.
Our mistake, and its not a small one I'll grant, is not to have informed the players of this, as we were not sure how long the delay would be if at all and we did not want them to panic. In actuality, it caused more panic than anything else, ironic or not, it obviously was the wrong call, which brings me to announce the following:
We are not ignoring this and that we do care about player satisfaction. Jennifer our finance department head will not be continuing her employment with us, and a new finance person with a solid background in customer relations will be taking her place and will outlay completely new procedures for handeling withdrawals so that players will be notified in advance if there are any issues with their withdrawal in terms of delays and will be able to keep track of their withdrawl status. I will share the new procedures with the forum as they are formed and completed.
Look, I undersand that the first thought is always one of a Casino trying not to pay, but we always pay justified winnings and are not interested in avoiding or delaying payment on purpose, its not good for anyone. We don't wait for players to post, most delayed players have emailed us and their issues were resolved. When they post we obviously help, it is not a causal connection.
I hope that the changes starting next week with the changing of personnel will reflect how important it is to us to provide good service and that we do not delay on purpose. Better to use actions and not rhetoric to accomplish this.