Shark Casino Lies About Not Getting My Documentation

[jccurious]

On December 1st I booked a nice win at Shark Casino on a video poker bonus, and sent in my documents that they requested shortly thereafter. They then claimed that they didn't get my documents, so I re-sent them in on the 20th. Not long after, they claimed I didn't send them in AGAIN, which is ridiculous.

Here is the chat (from the 28th):

info: Please wait for a site operator to respond.
info: You are now chatting with 'M1CK'
M1CK: Welcome to Shark Casino!
M1CK: How may I help you?
you: Yes, what is the status of ym cashout
you: username is ****
M1CK: I'll be happy to check, one moment please
you: ok
M1CK: Your NETeller withdrawal shows as "in process" status. It has not finished processing because you have not sent in the requested documentation
M1CK: Besides, Credit Department is closed. They will resume payout processing on January 2, 2007
you: that is what you said last time and the time before that
you: I have sent documentation in THREE TIMES now
M1CK: I don't see comments from the credit dept on your account that they were received
you: i have literally sent them in three times
you: where am i supposed to send it
you: i sent them on the 20th to credit@sharkcasino.com and support@sharkcasino.com
M1CK: At this time I am not able to check since the Credit dept is closed
M1CK: yes credit@sharkcasino.com
you: i will re-send again
you: this is ridiculous

-----

And you guessed it, the chat from today:

Mike: Good day, How may I help you?
Mike: May I have your account name please?
you: Yes, where is my cashout?
Mike: account name please
you: *****
you: i opened the software and no withdrawals are logged
you: what the hell is going on
you: i have talked to your support several times abotu documents and cashouts
you: a withdrawal was DECLINED today
Mike: Let me check it out, give me just one second.
Mike: $2500 withdrawal denied, customer never submitted the requested documents.
Mike: you must contact our credit department or the manager for this issue
Mike: please note comment in your account
Mike: $2500 withdrawal denied, customer never submitted the requested documents.
Mike: seens that you never sent the papoer work
Mike: faxback form
Mike: Before we process any withdrawal, all the necessary documents must be on file. Customers have 3 business days to send all the necessary documentation after requesting a withdrawal. If the necessary documentation is not received before that time, the request will be denied and put back in to the casino balance.
Mike:
Mike: The Documents required to process all withdrawals are the following:
Mike:
Mike: Clear copy of legal picture ID. (If the address on the id is different than the one on account, customer must also send a clear copy of a utility bill for address verification).
you: that is RIDICULOUS
you: i have sent it
you: THREE F***ING TIMES

------

They are intentionally losing the documentation or lying about it, since I have logs in my G-Mail account that show I sent it.

Sigh, and I already used my PAB with CM about CoolCat because I was playing them at the same time. This is absolutely absurd.

 

[jccurious]

Posting this as proof:

you: check the email queue i want to make sure you received my documents
Mike: pending
Mike: ok I got them just forward them to the manager and credit
you: okay
you: i am saving this chatlog that proves that you indeed have my documents
Mike: no problem
Mike: I will send a copy to the manager too

They claim to have my documents now. We'll see where this goes (likely it goes nowhere since they have been screwing me over for a month).

 

[mikepipe]

they have a rep here. PM him, his name is phynqster. He should be able and willing to solve this case.

 

[winbig]

they have a rep here. PM him, his name is phynqster. He should be able and willing to solve this case.

Sure, if he would ever bother to respond to PM's, or the other 2+ threads that are currently running.

If you read the other threads, you will see that he has been logging on everyday, but ignoring everyone.

 

[kyleb]

Sad, really...

As I posted in the other thread, my previous dealings with Shark (as many other people on here, I'm sure) were nothing but good experiences. Decent cashout times, great customer support, and good bonuses. The fact that it has degraded to this point along with the other RTG's (Powerbet, Cool Cat, etc) is a shame, especially since the manager of Shark doesn't seem to want to address any of the issues.

 

[winbig]

As I posted in the other thread, my previous dealings with Shark (as many other people on here, I'm sure) were nothing but good experiences. Decent cashout times, great customer support, and good bonuses. The fact that it has degraded to this point along with the other RTG's (Powerbet, Cool Cat, etc) is a shame, especially since the manager of Shark doesn't seem to want to address any of the issues.

Yep....Shark and the other casinos in the group are definitely the posterchild of "How to run a good casino into the ground in 10 easy steps".

 

[mikepipe]

that is strange. I remember phynqster being very active in former (pre-shark) times and with very useful informations on RTG.
Hey man, dont you know us anymore??

 

[dc9999]

AGAIN GUYS (and GALS...)

DO YOU SEE A PATTERN DEVELOPING HERE?

Realtime Gaming has DELIBERATELY decided not to address any player issues with any of their licensees - period.

When Montana Overseas Disputes was abolished without notice (and with many cases close to being resolved or actually formally resolved in the players favor...) that should have been a big "heads up" to the entire online gaming world, that something was/is SERIOUSLY amiss!

Yes there are a select few RTG sites still operating, but even those "so-so" operations (like Shark) that may have previously been responsive within the context of forums like these, are now AWOL.

It's time to face the facts: Only a major confrontation with RTG execs can lead to any revamping of their shameful customer relations activities. That of course requires ferreting them out of their foxholes first!

At least we know they're scheduled to be present at ICE in a few weeks - I hope!

 

[winbig]

that is strange. I remember phynqster being very active in former (pre-shark) times and with very useful informations on RTG.
Hey man, dont you know us anymore??

He's even been responsive since he's been w/Shark; so you know something is definitely wrong.

Or, he's on an extended vacation

 

[jccurious]

Still no cashout. I open up livechat today at 7:25 PM and there's more avoiding:

Mike: Is back on you balance
you: what?
you: i have a $2500 pending cashout that has been waiting forever after documents were sent in
Mike: for any credit issue you should contact our credit departtment
Mike: during reg office hours
Mike: 9am to 5 pm

Keep in mind that I've livechatted during those hours and haven't gotten a straight answer, either.

Bryan, are you looking into this at all? And where is the manager?