Resolved Serious Cash Out Issues Red Flush

[maxd]

[re: contacting the rep] ... since itappears there hasn't been any recent activity (shows last sign on June 8th), I'll not avail myself ot his option ... give it a day or so before I PAB.

Hello, Max Drayman writing, I'm one of the moderators and the PAB manager here at Casinomeister.com

Just wanted to clear up a few points here.

As has been mentioned, many of the reps use our 'notification' option wherein they are alerted via email when they receive a PM. In other words they're more or less available on demand as opposed to hanging around the forums. So the last visit date isn't necessarily an indication of anything other than that the casino may not have had any recent complaints, so the rep wouldn't have had need to drop by the site.

Also, regarding the PAB issue, you should if you haven't already read the Pitch-A-Bitch FAQ. In particular note that posting details about your issue on the forums seriously damages your chances of a successful PAB. Since you said you were considering that option you'd be well advised to curtail your forum posts on this subject.

 

[The Dude]

...I do not plan to PAB or contact a Rep.

So you don't want a solution, you just want to bitch and moan about this?

Sorry, but that's not the way to go. There is two sides to every coin, and to expect the membership to just sit here and watch you have a rant - well, it's pretty much a waste of time.

The members here have given you advice - i.e. contact the Rep (which is your responsibility BTW), and/or submit a PAB.

Like max said - the reps make themselves available. It doesn't mean they are on this site 24/7. Sometimes senior levels of customer service or customer support are unaware of specific problems - this is why the PAB is important.

But since this is just your personal bashfest, then this issue is closed in my opinion.

Feel free to use the PM system to solve this problem of yours.

 

[The Dude]

Okay - thread opened back up to see where it goes. Sorry for the "heavyhandedness" Monday morning and all

 

[kenneth2816]

Kudos to Bryan for his willingness to reopen this thread. I certainly apologize; I used to post here and I did not read the terms. Things change.

Last night, I sent an e-mail to Red Flush Support and advised them of this thread, but in a nice way. I did this because I did not understand that just because the last activity shown on a Rep's PM doesn't mean they are inactive or innatentive. Thanks to Max for clearing this up.

It is my belief that notifying Red Flush of this thread did accomplish something. I do admit that perhpas the same result may have been accomplished in PM.

I am going to post the e-mail I got, make no comments, and say thank you to all who tried to help me, sincerely.

All any of us has is our credibility; be it player, moderator or casino.

--------------------------------------------------------------------------
Hi Kenneth



Will here from the Red Flush Casino Support Team



We had a look at the account for you and noted that the withdrawal was sent to your Bank account via Swift on the 18th of June 2009. This was for the amount of $425.00 which consists of the $350.00 and the $100.00 withdrawals, less the $25.00 charge for Swift.



Swift may take up to 7 business days to be received and thus I ask you to give it another 48 hours as the transaction is still within this period. If you do not have the funds by the end of Business on Tuesday, feel free to contact us again.



Please feel free to Contact Us should you require any further assistance.



Thank you for playing with Red Flush!



Best Regards;
Will



RedFlush Helpdesk

 

[kenneth2816]

Still No resolution, More Questions Than Answers

As requested in the above e-mail, I waited until close of business Tuesday then contacted banking. Being previously told the date the wire trasnfer was processed, I further inquired if a transaction # could be forwarded to me.

This is the response I got:

--------------------------------------------------------------------------
Hi Kenneth,



Isha here at Red Flush



Thank you for notifying us of your withdrawal ,please could I ask that you forward us your bank statement reflecting from dates 18th June up to the current date and this we will forward to our banking team and they will follow up on this withdrawal for you.



I do apologize for the inconvenience this may cause, but your help with the statement will speed things up in getting feedback on your withdrawal.



Red Flush is officially 1 year old and is in full swing with our festive birthday celebrations! Dont miss out on the party! Come and join the Red Flush Birthday Fiesta by clicking here.... Red Flush Birthday Fiesta



Please feel free to Contact Us should you require any further assistance.

Best Regards
Isha

RedFlush Helpdesk

--------------------------------------------------------------------------


I did send a copy of my banking statement from the 17th to current as requested. I would imagine that not very many wire transfers in the exact amount as mine (or what I was told the amount was), were made on the day on June 18th, the day I was told a Swift wire transfer was initiated.

So, double checking my account and routing numbers, I saw there was no error on my end.

In the below e-mail, I was again given what I was sure, after all this, was a final response and an eventual resolution:

--------------------------------------------------------------------------
RE: Withdrawal UpdateTuesday, June 30, 2009 5:44 PM
From: "RedFlush Support" <support@redflush.eu>

Hi Kenneth




Thank you for sending through your bank statement. We have escalated this to our banking department. We will issue you with a response within the next 24 hours. Thank you in advance for your patience and understanding.





Red Flush is officially 1 year old and is in full swing with our festive birthday celebrations!

Don't miss out on the party! Come and join the Red Flush Birthday Fiesta by clicking here....

Red Flush Birthday Fiesta



Best Regards



Ashwin

RedFlush Support

support@redflush.eu

--------------------------------------------------------------------------

I hope I am not remiss by stating, this has not yet happened.

Let me encapsulate (or the reader may simply refer to the various e-mails in this thread), the sequence of events:

June 5th I cashed out $350.00

June 7th I got a confirmation and a request for my supporting documents.

June 18th I cashed out an additonal $100. My cashiers accout showed one transaction pending for a total of $450.00

I began to query support as to when I might get the funds.

I got an e-mail stating that the $100.00 cash out did not "qaulify" as a minimum cash out, and was given an offer to have it credited back into my active play account. Thinking the $100 might be holding up the $350, I relented and requested a reverse withdrawal on the 22nd.

I queried again and was told on the 24th that "my funds had been slightly delayed" because the casino had attempted to call my cell phone, but I erroneously transposed two digits; yet my home phone number was accurate.

After much back and forth with senior members and moderators, I sent an e-mail to banking and was told:

1. There was a wire transfer activated on the 18th for $425.00. this directly contradicts both the amount of available funds to transfer, and it also contradicts the e-mail of the 24th stating the funds were slightly delayed due to "my details being inaccurate".

2. I was assured the funds were on their way, but was told to "give it until close of business this past Tuesday".

3. I queried again Tuesday night, and was asked to send my banking statement reflecting transactions from the 18th on.

4. I sent the banking statement, and was assured I would have a response in 24 hours. This has not occured.


I also note a PM to the Rep asking for a response to this post has remain unanswered. I issued another one this evening.

Bryan closed this thread once, and I e-mailed asking him to reconsider.

No one should be afraid of the truth. I am not bashing, but it is my considered opinion that something is seriously lacking here in both consistency and follow up. And yes, after all but being give assurance everything was cleared up, I continued to deposit.

As info, I hope that I am not misusing the forum. I am anxiously awaiting both my funds and the day when I can label "resolved" on this thread, but none of that is up to me.

Any time there is conflicting information given to a player, or when solid promises are given and not adhered to, or even when the reasons given for delays begin to chnage from e-mail to e-mail, an eyebrow or two must be raised.

One would hope Red Flush themselves would raise it and in the spirit of improved player relations and confidence, I humbly invite them to do so.

 

[jas2587]

Kenneth
I hate to say but I think it is all goin to boil down to these 2 post

you stated in post #19 in this thread

Red Flush apprently tried to call me on my company cell. I have already stated that full approval of my ID documents were accepted. On sign up, I transposed 2 digits in my cell phone (my home number was accurate).


then they come back with this in post#19 also in this thread

Please be advised that there was a slight delay in payment to you, due to the transactions you were querying that you did acknowledge on the 24th June 2009. In addition to this your original details were not correct and we are unable to pay out funds if the details we are given are not correct


so in their eyes you lied to them once what else can we catch him at

I hope it doesn't go this was but I have a feeling that is what it boils down too

Good Luck

Cindy

 

[kenneth2816]

Hi Cindy, thanks for weighing in. I certainly share your hope that a casino of the calibre Red Flush purports to be would not resort to that sort of tactic.

The last part of the post (#19) very flatly states:

We received an e-mail from you on the 24th June 2009 stating your correct phone number and acknowledging the transactions made. With this acknowledgement made and the details rectified, we were able to give the processor the go-ahead to process the funds.

--------------------------------------------------------------------------

Clearly, this directly contradicts a LATER e-mail assuring me the funds were indeed wired on the 18th and inviting me to feel free to contact the casino again if they had not been credited to my account by the close of business this past Tuesday.

--------------------------------------------------------------------------

Fact: Both of these statements cannot both be true. Therein lies the rub.

The first e-mail says the transaction was delayed, not refused. It mentions the 24th and states that my e-mail cleared everything up, yet according to the later e-mail, the funds were already sent BEFORE this issue became an issue.

--------------------------------------------------------------------------
Cindy, I suppose your theory makes as much sense as any. But there is a rudimentary principle called "Ocam's Razor" which in effect states that in the absence of evidence to the contrary, the most likely answer is the simplest:


Red Flush is apparently making this up as they go along.

 

[jas2587]

they could be making it up as they go but ok lets look at it this way


"Clearly, this directly contradicts a LATER e-mail assuring me the funds were indeed wired on the 18th and inviting me to feel free to contact the casino again if they had not been credited to my account by the close of business this past Tuesday"

the 18th well tomorrow will be 12 buisness days lets hope we see something in your account then

again Luck to ya

Cindy

 

[kenneth2816]

Restored Faith

Well, my faith has been restored greatly by a superb support person named Kim. I admit I was attempting to nail him/her down, but they never lost their professionalism nor attempted an easier way by continually referring me to "banking".


Red Flush ought to consider themselves fortunate to have Kim. I do not now believe anything deliberately misleading has been sent to me, I believe what Kim says, in that the majority of wire transfers are timely and delays are at least unusual enough that transfers are only "tracked" when an issue arises. Seems plausible to me. Routine transfers are assumed to be so reliable that unless notified, the casino has no recourse but to initiate a manual tracking process which begins with the player proving non reciept, then escalates to asking the third party processor to provide a tracking number and report back exactly the nature of the delay. I gather this is a cumbersome process and not one the casinodoes unless it is a last resort. Perhpas there is a charge involved? I cannot say.

A lesson well learned, but easily avoided. Next time (if there is one) I'll start with live chat instead of e-mails.

That's exactly the info I was looking for, no flim flam just tell me even if it hurts!

Major Kudos to Kim......................



Please wait while we connect you to a site operator.

You are now chatting with 'Kim'


Kim: Welcome to Red Flush Casino. How may I assist you?

Ken: I would like to query a withdrawal please

Kim: sure

Ken: Ok. Thank you. I was told a wire transfer was done on the 18th for $425

Ken: It has not hit my bank yet

Ken: I was also told it would likley clear by last Tuesday

Ken: but it has not

Kim: A moment please while I check your account

Ken: I sent in my bank statement and was told I would be notified within 24 hours. This did not happen

Kim: Ken we are still awaiting feedback from the banking department

Ken: May I ask what feedback you are waiting on?

Kim: from the banking department

Ken: I understand that, but my question is what exactly does "feedback" mean?

Ken: there was a swift wire transfer.

Kim: They will inform the support department why there has been a delay, we will in turn inform you, that is what i mean by feedback

Ken: Oh. Well, I was told they would do this 2 days ago, and it would take 24 hours.

Ken: Are there any obvious issues with my account that you see?

Kim: Normally it does, I do apologize for the delay

Kim: No nothing at all

Ken: Because I am being told many different things

Kim: What are you being told?

Ken: Well I was told first that on the 24th, it was being delayed

Ken: Then I was told on the 27th it had been sent on the 18th

Ken: Then I was told banking would notify me

Ken: I cannot decide which information is really accurate.

Kim: Please beleive me when I say that we will provide you feedback which we will receive from the banking department.

Ken: Is there a means to track these wire transfers?

Kim: the banking depart is very likely waiting for a tracking number from the processor

Ken: I double checked the info I sent, to make sure I did not make a mistake and it went to somone else's account

Ken: Really? I got an e-mail saying it should be in my account by last Tuesday

Kim: yes but you have sent through your statement as you have not received it which we forwarded to the banking department

Kim: they contact the processor

Kim: the processor gives a tracking number

Ken: Okay so you are saying that banking is tracking it to see where it went?

Kim: no

Kim: they will contact the processor

Kim: the processor will provide the tracking number

Ken: I see. The tracking number will do what, exactly, if not show where the transfer went?

Kim: The tracking number will show how far the transfer is, why there is a delay, and exactly where it is.

Ken: OK. Is it standard to send a wire transfer without a tracking number so that one has to ask for it?

Ken: I suppose I really mean does the processor not automatically provide this upon receiving the funds?

Kim: we request a tracking number if there is a dealy in receiving the funds

Ken: OK. How many days constitues a "dealy"?

Kim: Withdrawals are normally very smooth Ken, and this is a preferred method of a player receiving the funds.

Kim: "dealy" sorry I ment delay, i more interested in assisting you than in my spelling

Ken: yeah, I've never really had a problem with a withdrawal.

Ken: Well thank you Kim.

Kim: you're welcome Ken

Ken: Ok. Is it day time or night time where you are?

Kim: 0900 in the morning

Ken: Well, Kim, I iwsh I could fetch you a cup of mocha coffee for your kindness.

Kim: it's the thought that counts, thank you

Ken: So I don't have to stay up late many more nights wondering if some person in Zimbabwe got my money by mistake then?

Kim: You will receive an answer from us today with regards to your withdrawal Ken

Kim: LOL, no

Ken: OK Kim. I've alerady phoned my boss and asked for the day off I am so excited

Ken: Thanks and I hope you have an enormous day!

Kim: Is there anything else I can assist you with in the meantime?

Ken: Nope. I finally got a straight answer and I'm happy.

Kim: ;-)

Ken: bye

Kim: It was a pleasure to assist you

 

[RobWin]

Ken: Well thank you Kim.

Kim: you're welcome Ken

Ken: Ok. Is it day time or night time where you are?

Kim: 0900 in the morning

Ken: Well, Kim, I iwsh I could fetch you a cup of mocha coffee for your kindness.

Kim: it's the thought that counts, thank you

A "Classic", I just wonder if Barbie knows that this conversation went on..

____
____

 

[AussieDave]

I just wonder if Barbie knows that this conversation went on

Sheesh get with the program Rob...Mnage trois are all the rage...Just like Audi's are the new BMW's


Cheers
T

 

[kenneth2816]

Rob:

To be honest, Barbie dumped me last September for that pompous ass, Buzz Lightyear. I tried to tell her he was just using her. It didn't last.


I dunno, maybe some identity crisis or something, but she hocked the red corvette I gave her to pay for a breast reduction, shaved her head and last I heard she was milking Yaks somewhere near Azerbijhan.

And me? I do what I can to deal with it, but I've become a degenerate gambler. Worse, I've developed an obsession for late night chat with casino support persons.

I don't really want to use the term "stalking", but twice, I've stopped myself at the airport just before boarding; my briefcase filled with bank statements, utility bills, a box of choclates and a photo of Barbie.

Damn, I sure do miss her.

 

[Cassa]

A "Classic", I just wonder if Barbie knows that this conversation went on..

____
____

LMAO

I wonder if they do this to all on their first cashout - not pay then ask for a bank transaction. This might be another way of making sure all the other information sent in is correct.

 

[kenneth2816]

We Can Label This "Resolved"

When I awoke this morning, I checked my bank account and the funds were there! I tried to get in touch with Kim:

Please wait while we connect you to a site operator.

You are now chatting with 'Janine'

Janine: Welcome to Red Flush Casino. How may I assist you?

Ken: Hi

Janine: Hi Ken

Ken: Is Kim there now?

Janine: No, sorry Ken, she is not

Janine: Can I assist you?

Ken: Well, I wanted to thank her for all she did and to tell her the deposit was credited to my bank account today.

Janine: that is very nice of you, I can certainly pass it on to her.

Ken: No not really. That is all I wanted. Tell her this please, and to look at the thread on Casinomesiter. She is now famous!

Janine: Wow, Do you have a link to the thread Ken?

Ken: And, if she ever wants a beer and to split a can of Vienna susages, look me up.

Ken: Ahhhh no. Just Casinomeister.com

Janine: i will tell her, she will be very surprised!

Janine: Ok, we will have to go and search for it then

Ken: Yeah. She made a big hit.

Ken: Print this out and save it for her will you?

Janine: That would really make her feel good!

Ken: Have a nice weekend...........

Janine: yes, I will email it to her!

Ken: And tell her Barbie sends her regards.

Janine: You too Ken, thank you for your correspondense

Janine: lol I will

 

[Cassa]

Ken: And tell her Barbie sends her regards.

Janine: You too Ken, thank you for your correspondense

Janine: lol I will

 

[kenneth2816]

LMAO

I wonder if they do this to all on their first cashout - not pay then ask for a bank transaction. This might be another way of making sure all the other information sent in is correct.

Cassa, I cannot say. But I will tell you that I got a call today from Craig at Red Flush offering to honor the 100% match bonus that was declined earlier.

He left a voice message saying all I need do is confirm either with a return call or e-mail. So, one might assume that maybe closing this ONE loop hole over my transposed cell phone number on sign up can be construed (in the best case scenario), has left no doubt.

Not to mention that reversing the decision on the bonus is a rare thng for any casino.

I could sit here and get lost trying to decipher it all, but the end result is what it is all about. Nothing I've read indicates Red Flush habitually takes an inordinate amount of time to pay off.

I've been treated fairly. All issues are resolved.

Or it could be that Craig (and who could blame him) is just trying to soften me up in an attempt to get to Barbie.

 

[kenneth2816]

To Bryan, Max, et. al

Thank you to everyone in the forum who got involved. I *NOW* understand why continuing to post negatively about an issue "hurts my cause."

1. The people here who have the back channel contacts (such as Max, specifically) can only do what they do because they have the CREDIBILITY. When an irate or ill informed OP misuses the forum by continuing to post without using PM or PAB, it DAMAGES the credibility of those who have worked hard over the years to make Casinomeister what it really is: a venue that is fair, unbiased and highly respected.

2. Continuing to post derogatory comments does not relieve the casino of its burden, but it adds NOTHING by way of resolution because no one responds positively to "bullying tactics", nor should they. No reputable casino would engage in a public piss up, but no reputable casino would want to be seen as a push over either.

I made a mistake, but thankfully Bryan agreed to reopen the thread because he is a fair guy.

What I have learned during this process is that though "problems" with reputable casinos such are rare, they DO occur. As Kim explained, the vast majority of cash out are flawless and when there IS an issue, the casino is not going to just toss cash at a player without having the right to conduct perhaps an internal review to eliminate the probability of future incidents, or an investigative phase which may include verifying yet again player details and proof of non reciept.

I apologize to Red Flush for my hastiness and to the forum for my failure to read the terms prior to posting.

 

[kenneth2816]

Further Explanation From Red Flush

From: "RedFlush Support" <support@redflush.eu,



Thank you so much for getting back to me on this matter.



If I can explain what had happened, the reason as to why I did not add the bonus the first time was due to the withdrawals made prior to the request. What I did not know was that after you made the withdrawals you received the offer for the 100% match bonus.



So from our side there was one huge confusion and wish this matter was resolved before it went to Casino Meister, all I can do is apologize for the inconvenience caused.



The $50.00 bonus is now in the account this was based on the first deposit made on the 05.06.2009



Once again sorry about all the trouble. I do hope you will change your mind about our casino, as you are a valued player to us.



And we like having you at our casino.



Please if you need anything and I am available My name is Craig please do not hesitate to shout.





Red Flush is officially 1 year old and is in full swing with our festive birthday celebrations! Dont miss out on the party! Come and join the Red Flush Birthday Fiesta by clicking here.... Red Flush Birthday Fiest

 

[Jasminebed]

Livechat is my preferred method to deal with casinos, with a copy for my records. Both chat operators seem very polite, and I am sure it made Kim's day to receive such positive feedback.

Glad you have your funds Kenneth. Buy Barbie a foot massage...bet her feet hurt from all those high heels.