roulette69 doesnt allow me to withdraw 21 euros..

NUNOBEIRAO

Dormant account
Hello,

I have been trying since the 10 th of May, to withdraw 21 euros from Roulette69 casino.

First, the didn't let me do it by my card, and i had to make by bansktransfer.
Then, after checking my account, i realized 5 days later that it has been cancelled
and didn t get any warning in my mailbox.

Then they said that i should do it by my card, and i did it.
But guess what, my card was cancelled.
I sent an email, and they said to contact my bank, because it was a bank problem
I said it was impossible because it was a mbnet card and i checked the card, and everything
was ok. In the same day, and after tellling them this, they said i could withdraw, but needed
documents.
I already sent the documents 3 times, but they say they didn t get them,

Can someone help me on this?






Hey Gang

Is anybody currently/recently playing at Roulette69?

I havent played in a while but they sent me a bonus offer to try out the new games so I took them up - only thing is the new games don't work :mad:

Ive been waiting 12 hours for a response which isn't very efficient, and now I've seen this:

Our multilingual team (English, French, Dutch) will be available from 09.00 – 18.00 hrs CET Monday to Friday. If you are an existing customer, please ensure to include in any correspondence your user name. This will help us to answer your question as fast as possible.

...and I'm not very impressed. The live chat has been offline for 14 hours so it isn't looking good. It's not about the money (only $60), it's the principle involved - if bets are taken 24/7 the support should be also.

I very much hope that I don't have to wait until Monday to get an answer, as I would be asking Bryan to re-examine their accredited status as this level of service is unacceptable IMO.

Any feedback would be appreciated. :)
 

Seventh777

RIP Roy
Regardless of the amount you are trying to withdraw the responses or lack of from customer support are piss poor, if I were you I would file a PAB (details here http://www.casinomeister.com/problems.php) I think the shoddyness of this outfit needs to be brought to the attention of the many people reading this fora.
 

NUNOBEIRAO

Dormant account
roulette69 says I DID NOT SEND THE DOCUMENTS, WHEN I DID 4 TIMES + PRINTSCREEN

[pab-in-progress]
Regardless of the amount you are trying to withdraw the responses or lack of from customer support are piss poor, if I were you I would file a PAB (details here http://www.casinomeister.com/problems.php) I think the shoddyness of this outfit needs to be brought to the attention of the many people reading this fora.
After sending 4 times the documents for Miss Lexie email, i ve been said in help chat, that no, i didn send.
This thing would make anyone go crazy, lucky i just play a few euros.

Look at the crazy conversation, after sending them 4 times the documents:


You are now chatting with Vica (English)

Vica: Welcome to E-Tainment. How can I help you ?
carlos vieira: HELLO
carlos vieira: I have been tryign to withdraw money from the casino, but someone called Mr. Lexie has been making it difficult
carlos vieira: first, didn allow me to take by card, and only by bank transfer, didint get any email warning. Then used tge card to withdraw but it was cancelled by you
carlos vieira: then told me that i could withdraw
carlos vieira: but needded documents
Vica: hello, our customer support agent. Miss Lexie has just informed you that we need documents from you
carlos vieira: helloooo!!! I sent the docuemtns three times!!!!!!!!!!!!!!!!
carlos vieira: documents
carlos vieira: yesterday ticw
carlos vieira: twice
carlos vieira: for all the emails i was told to
Vica: can you please let me have the ticket ids then
Vica: cause we have not received any emails from you with the documents
carlos vieira: this is becoming more than funn
carlos vieira: ticket ids?
Vica: give me all ticket ids so that we can track them
carlos vieira: can you please be more precise
carlos vieira: Ticket #FJT-958768
Vica: yes, whenever you send an email to us you get a reply with a ticket ID
carlos vieira: support@e-tainment.eu
date: Sat, May 19, 2012 at 1:38 PM
subject: Fwd: [Ticket #FJT-958768]: Withdraw
carlos vieira: i sent the docd 3 times
Vica: yes, this is the email where documents are requested but there are no documents attached here
carlos vieira: to the email miss lexie asked
carlos vieira: yes there are
carlos vieira: i just sent an print screen
Vica: no sorry, sir
Vica: we are looking at the email now
carlos vieira: proving that
Vica: there is nothing attached to that email
carlos vieira: ok, vica
carlos vieira: i ll be nice again
carlos vieira: and send it NOW
carlos vieira: wait !
Vica: we have not received any documents from you
carlos vieira: just went again
carlos vieira: and all the docuemtns are attached
carlos vieira: what kind of game are you guys playing???
carlos vieira: check the printscreen that i also sent today miorning proving that they are attached
Vica: we are not playing any games
Vica: we are just following our procedures
Vica: the bank gave us a message the card has been blocked
Vica: we need prove you are the account holder before we send any money to you
Vica: even if it is €21
carlos vieira: I jst sent
carlos vieira: my docs
carlos vieira: 3 times
carlos vieira: what elese do you need???
carlos vieira: i sent a printscreen
carlos vieira: wproving the attached docs
carlos vieira: what elesew???
carlos vieira: should i go there to withdraw my money?
carlos vieira: and there is no bklock card for god's sake
carlos vieira: it is a mbnet card
carlos vieira: and it works in all caisnos
carlos vieira: i checked
Vica: this is the message we are getting
Vica: and you were asked already to send the documents 3 times
Vica: we are playing no games
Vica: please do send the documents that we requested
carlos vieira: stop
carlos vieira: write her the email
Vica: as soon as you send them we will be more than happy to send your money
carlos vieira: write here the email
carlos vieira: hahaa
carlos vieira: that i should send th docs
carlos vieira: or more than one email
Vica: please send the documents, sir
Vica: all documents you were requested are needed
carlos vieira: i did
carlos vieira: stop plying games and write here the email
carlos vieira: support-en@e-tainment.eu
carlos vieira: right?[/pab-in-progress]
 
Last edited by a moderator:

R69_Manager

Dormant account
Hello. Your documents were just received today. Your withdrawal will be processed in the next few hours.
 

maxd

Complaints (PAB) Manager
Staff member
Hello. Your documents were just received today. Your withdrawal will be processed in the next few hours.
This is exactly why posting with a PAB in progress is a royal PITA: my PAB efforts are side-tracked because of what's going on here in the forums. :mad:

Given what's happening here the PAB is on indefinite "hold". The OP can let me know if and when it needs to be revisited.
 

Nate

Well-Known Member
webmeister
CAG
This is exactly why posting with a PAB in progress is a royal PITA: my PAB efforts are side-tracked because of what's going on here in the forums. :mad:

Given what's happening here the PAB is on indefinite "hold". The OP can let me know if and when it needs to be revisited.
I feel for ya Max - Sorry dude!

Nate
 

NUNOBEIRAO

Dormant account
Thxs Maxd

I dont think i was able to fully understand your message.
But i can say, that since i posted what was happening
things seemed to run faster!

Thxs.
 

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