I joined Casino Meister about a month ago, read countless threads about rogue casinos not paying or slow paying of winnings to US players. I read all the reviews about US facing casinos and decided on Slots Capital because they are accredited and run the Rival software that I really enjoy playing. May I add that I only started playing online about 6 weeks ago so over cautious I made sure others recommended them for fast withdrawals and treating their players right. I played a few weeks and made regular deposits almost daily and finally won $2000 after finishing my play through and deducting the bonus amount. I made a withdrawal request on 16th May and it was approved on the 19th of May. Before I even made my withdrawal I had all my documents approved so that there would be no delay in getting my funds. When I made my withdrawal, I contacted live support to find out what information I needed to process my withdrawal. I was Informed that being a US player I needed my account number, Bank routing Number, Bank address, My name and that’s it. I asked the lady on Live chat what about the swift code and she said to leave it blank. I then informed her that it would not accept my withdrawal when I leave that field open, she replied that it did not matter what I put in there. I found a swift code that is associated with my bank its a different banks swift code that processes wires for my bank but when accompanied with a routing number it goes to my account. This was irrelevant seeing that US players only need a routing number.
I went on to live chat a little bit ago and asked exactly the same question I asked the lady when I made my withdrawal initially. Here is the transcript of that chat
The following is a record of your online chat.
General Info
Chat start time Jun 5, 2013 1:06:40 PM EST
Chat end time Jun 5, 2013 1:15:21 PM EST
Duration (actual chatting time) 00:08:40
Operator George
Chat Transcript
info: A chat operator will be with you shortly.
info: You are now chatting with 'George'
George: Welcome to Casino Support. My name is George. How may I assist you today?
you: when making a withdrawal from the usa what info do you need Account number routing number and bank address?
George: Hello, yes, you can select the mentioned method in the cashier field and check the required fields
you: what swift code do you use or don't you need one when making a withdrawal from the usa it requires that in the info to type in do you leave I blank?
George: US banks do not have an IBAN so you can leave this field blank. Your bank might not be part of the swift code network, but if they are we need the Swift code to process your withdrawal. You can contact your bank for this information or look it up here:
George: Old / Expired Link
you: if they are not part of the swift code network will you be able to process it with just account number routing number bank name and bank address?
George: Yes, you can input the routing number in that field
you: I did not see my bank there
George: Or you can leave it blank
you: ok good just making sure
you: if it doesn't want you to leave it blank what can you type into that swift code field to make it accept the withdrawal
George: The withdrawal will be processed as long you indicate the bank name, address, bank account number and the routing number correctly
you: good thank you for your time
George: My pleasure
George: If I can be of any further assistance, please, let me know.
you: have a good day
George: Thanks for using our live support. Feel welcome to contact us back at any time. Have a nice day!
As you can see I provided all the necessary information to process my withdrawal. The swift code did not have any bearing on the wire being sent. this was purely a way to get the cashier to accept my withdrawal seeing that it would not accept that field being left open as advised by live chat. Like I stated before when used with the routing number it still goes to my account. I received an email on the 19th to confirm my bank details I sent them. this is a quote from their finance regarding that email:
"Please note that in the same day when your wire was approved 19/05/2013, ticket#: LTK121580264484X you have been emailed by me and asked to confirm your bank details. These were the details that we received from you and used to send your wire:
xxxxxxx of Texas
400 Nxxxxxxxx
Denton tx
Account # xxxxxxxx
Swift # xxxxxxx
Routing # xxxxxxxx"
As you can see all the necessary information for the wire actually more info than the needed as SWIFT is irrelevant unless used with routing number.
This was my first withdrawal EVER at an online casino.
I then recieved an email stating the funds will be deposited into my account in UP TO 7 BUSINESS DAYS.
We have generated a support ticket to help us track your inquiry. Your ticket code is LTK121580264484X. Please use this code in any further communication.
Please note that your withdrawal of $2000 was approved today.
In order to send your funds via wire transfer, please confirm your bank details: bank name, full bank address including ZIP code, bank account, routing #/SWIFT code.
In up to 7 business days your funds will be sent.
Thank you for your cooperation
Should you require further assistance or information, please reply to this message or chat live with us 24/7.
Sincerely,
Sabrina
Finance Department
This meant my withdrawal should be in my account on the 28th at the latest 29th. Being my first withdrawal I did not really know what to expect so periodically I would check in to live chat to find out if it has been sent yet seeing that they claim it might take a few days to get to my account because they use a number of different banks in between them sending it and me receiving it, so of course I wanted to know if it has been sent so that I know it will arrive before or up to 7 business days. Being a newby at this and reading reviews of players receiving their funds in as little as a few days I inquired if it has been sent yet and this was the response I received
05/22/2013
"Please note that due to strict regulations imposed by US banks against online gaming funds, it is rarely possible to deliver the funds earlier than within specified time frame. I see that your cash out was approved 3 days ago; it means that you will receive your funds quite soon. If there is any delay, please let me know and I will check with Accounts. At the moment your wire, along with others in the batch, is scheduled to be sent to the processing bank.
If there is anything else I may help you with, please let me know.
Best regards,
Camilla
VIP Host
Camilla@slotscapital.lv
vip@slotscapital.lv"
My intent was not to get them to send it sooner merely to find out the status, dont I have the right to know where the money was that was supposed to be sent to me after spending close to the same as my winnings on deposits? And even this response was fine it was scheduled to be sent so great even if it took the rest of the business days it will get to me in the 7 days they specified.
Then came this email 05/27/2013
"Please note that we have recently updated our official website, and it now states that it takes up to 10 business days for the winnings to hit your bank account in case of a wire. When you requested your cash out, it was still 7. The thing is that now website displays more accurate information, since it is not always possible to deliver the funds within a business week, for the reasons I already mentioned in my previous e-mail to you.
Finance Department is not usually updating the customers regarding the cash out statuses when the 10 bus days have not passed yet. I kindly ask you to wait the estimated period; your withdrawal should hit your account shortly.
I ensure you that there is no reason to worry, and your funds will reach your bank account as soon as possible. The reason we altered the conditions has nothing to do with our ability to pay. In fact we used to have ‘’10 business days’’ stated as official timeframe a couple of years ago before we changed it to 7.
Your patience and understanding in this matter are much appreciated.
Kind regards,
Camilla
VIP Host
Camilla@slotscapital.lv
vip@slotscapital.lv"
Suddenly now its 10 days which I don't believe is fair as earlier email clearly stated its in a batch being sent out, and how can you just up and change policy in the middle of withdrawal from 7 - 10 days. This being my first ever withdrawal I started to worry. what stops them from making the 10 days 15 days they have done it once? I was determined to get some real answers as the finance department only works till about 10am CST seeing that they are located in the UK so my window to get info is small as i have to get my daughter ready for school and drop her off before I can get to a computer and you cant contact them by phone. Finally after chatting to a number of different live agents and informing them if someone doesn't contact me by phone to arrange my funds get to me in the specified time 7 days they initially told me which was that day I would seek help online from Casino Meister to get my funds and put it out in public for other players to see. Seeing that they claim it takes a few days to go through all the banks till it gets to me there was no way I was getting my money in the set time 7 days which was that day and probably not the 10 days they changed it to either as the money has not even been sent. I wanted to post my frustration here but the finance manager called me on my cell phone to talk to me about the problem I was having. Side note she was very polite and very friendly and genuinely tried to make me feel at ease and assured me she would personally work on this to get me my funds. I felt a ton better and wanted to give them a chance to make it right before making a scene here on the forum. I also contacted Sloto with a PM to try and get her help to resolve this, she did respond that she would look into it and see what she could do to help. I told her thank you and that I believe it will be resolved soon as I was talking to the finance manager directly. During our conversation she said it was sent out on the 05/27/2013
Next email I get 05/29/2013
"Reference number: LTK121580264484X Please use this ticket number in any correspondence with us.
Subject: your withdrawal LTK121580264484X
Dear Richard,
I would like to confirm that yesterday in the evening your withdrawal was successfully sent. Please check with your bank in up to 3-5 days. This timeframe is given for your bank and it depends how fast it processes international wires. The funds can be in your account even in one day.
We are very grateful for your patience.
Please feel free to contact us if you have any additional questions.
Sincerely,
Sabrina
Finance Department"
That means if im lucky I will get it before the 10 business days are over but if it takes little long well have to wait till after the weekend. I asked again about being told it was sent out on the monday now its only been sent out Wednesday as nobody processes transactions late at night, this is the response I got on Thursday 05/30/2013
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
Please accept my apologies, you were sent a generic email that was incorrect, your wire was sent to our processor on Monday.
I have spoken to our processor today because I expected your wire to be with you before now. Our processor has only today informed me they have had a technical issue that meant all wires were delayed due to a technical issue.
I am so sorry about this Richard, it is extremely unfortunate, and I know extremely frustrating and disappointing for you, that we have encountered two issues whilst processing your withdrawal.
I have asked our processor if they have a express option to be able to send your funds, so that they will be with you before the weekend, however at the time of writing this email I am still waiting for their reply.
As soon as I hear back from them I will update you accordingly.
I am so sorry about all this Richard, I understand you are extremely disappointed with the service we have provided to you in relation to this withdrawal, I can only try and reassure you that we do not generally experience any issues with withdrawals.
I will update you again ASAP on this matter Richard.
Regards,
Louise
Finance Manager
Again she made me feel better as it really seemed anything and everything was going wrong but she will get it sorted for me and she was doing her best, I appreciated this. Now my nerves are shot seeing that I budgeted for that $2000 to hit my account by then and well you cant pull money out of the sky when you depended on it. I but these funds in my budget two weeks before knowing I would get it by now, I dont gamble online to pay my bills just to be clear.
I received this email also on 05/31/2013
"Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard
Thank you for contacting us.
I spoke with our processor late last night and asked that your wire be deemed urgent, I was assured you would receive the funds either Thursday or Friday.
Please let me know when your funds have successfully been credited to your account.
Again Richard I sincerely apologise for the inconvenience you have been caused.
Please feel free to contact us if you have any additional questions.
Sincerely,
Louise"
Well I definitely did not get it Thursday and Friday checking my account every 25 min to see any updates, of course it really doesn't help as the finance department is closed after 10 am CST nobody can give me any answers. This whole time im begging for a tracking number so my bank can be on the look out and that I know if has been sent, nothing they don't give that kind of info. And thats when the scheduled payments for my bills hit my account, cleaned out any funds I had to buy gas food, pay my daughters daycare, nothing and naturally a few of the smallest transactions hit my account after all funds were used and pushed me into overdraft, I did not receive a red cent from them and its the weekend with no available funds and more bills about to hit my account that was scheduled for the weekend. Finance department closed for the weekend so no other option but to wait till monday.
06/03/2013
I sent multiple emails over the weekend informing them it has not come in and I really need them to sort it out monday as my total overdraft fees are about $200 and I don't have any money to get to work feed my child or anything, which wouldn't have been the case if the funds were in my account on friday as promised. I was assured it would be in otherwise I wouldn't have scheduled some of those automatic payments which if I tried to reverse would lead to being charged penalties by the companies receiving the payments. I received this response Monday morning 3 hours away from their end of business day in the UK.
"Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard
Thank you for contacting us.
I spoke with our processor last week and was assured your funds would be in your account before the weekend, I am dismayed to hear that has not happened.
I will contact our processor again today, they will be online in approx 2 hours and I will ask them to place an immediate trace on your wire. I know it has been sent as the funds have debited our account, it is now a case of establishing why they have not credited your account, especially now we have confirmation from your bank that they credit wires instantly.
I will update you again ASAP Richard, I am so sorry about the delay, it is not usual for us to encounter such issues, and I will get this resolved for you.
Please feel free to contact us if you have any additional questions.
Sincerely,
Louise"
Monday came and Went by and nothing.
I sent more emails so they can get it when they start working on Tuesday begging them to find out what is going on and that I could not wait any longer and to get that wire they claimed got sent tracked. And suddenly after a long live chat with someone in finance the processor called me on my cell phone. He assured me he sent it Friday and it did not process because the Swift code pulled up another bank that my bank used to process their international wires. He made some quick changes and resend it successfully to the bank that process my banks wires. This guy was in New York money came from Canada so all he needed was my routing number. I asked him to confirm the information he had for my wire, My name my address, my bank name, my bank address and the swift code I provided was all correct. So the wire went to this other bank with all the details correct except he did not put the routing number on the wire as he did not have it, and if he did he wouldn't have used the swift code because he didn't need it. I asked him about my routing number and he said he did not have any routing number for me and did not receive a routing number from the casino. It got processed went to frost bank but without any routing number (which he did not have) the other bank did not know to send it on to My Bank, thus is was returned. After determining it was sent and with tracking nr in hand that the processor gave me I rushed over to my bank to track down the wire but just missed the wire being sent back due to no routing number to allocate it to my account. If we had the tracking information Friday even Monday we would have been able to get the funds caught before it was returned yesterday. Now I have been asking since last week for the tracking nr some kind of details so that I could get my bank to look for it and catch any wire coming in. I was not informed that there was an issue on Friday, I was not informed that there was an issue on Monday everybody just kept saying wait for it. Of course finance is closed seeing that its after 10am CST so Im stuck till the next day which is today.
I sent the following email last night to them:
I have to leave early in the morning and wont have time to send this to you so here goes:
If ONLY the SWIFT Code is used and not using the routing number then the following would be more than enough info to get it to the right place
Receiving Bank:
xxxxxl Bank
100W.xxxxxx
San Antonio, TX
SWIFT CODE XXXXXXX
Beneficiary
xxxxxx Bank of Texas
xxxxx BLVD
Denton TX
ACCT#xxxxxxxxx
Reference Further Credit to:
Richard xxxxxxx
xxxxxxxxx Ave
xxxxx TX
ACCT# xxxxxxxx
If they use routing number its: 1xxxxxxxx
This is a can’t fail proof, as much details as they could possibly give me at the bank info. As well as the contact at xxxxxxx Bank of Texas Wire department: Carol xxx xxx xxxx.
I just thought I should send this to you just incase I cant get to a computer in the morning I will have this info on me if processor would like to confirm it with me if he is going to send a wire, anyway talk to you later and thank you
Richard
This info is used when NO ROUTING NUMBER IS USED OR NOT AVAILABLE Its not info they needed its additional info.
06/05/2013
Now we are at Wednesday and Finance department sent me an email saying it was returned due to me not providing the correct bank details and the only reason they came up with this conclusion is because I provided additional (not the right info additional information) that can be used if a routing number is not used the previous night which I thought might actually help them is they didnt want to use my routing number even if I gave it to them. I called the processor again today confirmed again that he did not have my routing number and told me he told them they didnt give it to him and they said they did send it to him. Well I provided it they had it confirmed it and now Im the one that suffers.
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
Thank you for contacting us.
I would like to inform you that unfortunately your wire was returned to us due to incomplete bank details. Please note that in the same day when your wire was approved 19/05/2013, ticket#: LTK121580264484X you have been emailed by me and asked to confirm your bank details. These were the details that we received from you and used to send your wire:
xxxxxxbank of Texas
xxxxxxx blvd
Denton tx
Account # xxxxxxx
Swift # Fxxxxxxx
Routing # 1xxxxxxx
However, according to the details you sent in your last email, you did not provide us with an important part of your bank details. As we have been you assured always, the money has been sent earlier than the processing timeframe and all the customers with wire transfers sent in the same day as you already received their funds. So, we really did everything possible to get the funds asap to you. Moreover, your wire has been processed as a high priority and handled with the best considerateness.
Please note that the fee for the returned wire due to incomplete bank details is $45. This amount will be automatically deducted by the bank from your wire transfer.
Also note that now we have to wait the money to hit our bank account. Only then we will be able to send your funds again.
After receiving the funds, we can offer you the Western Union option to avoid any other delays. I have to mention that there is $1000 limit per transfer and Western Union deducts $45 fee for every transfer. However we can pay this fee for you but we count on your patience while the issue is getting solved.
Thanks in advance for your understanding.
Please feel free to contact us if you have any additional questions.
Sincerely,
Sabrina
Finance Department
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
The routing number was sent to the processor, your wire has been returned because we were not in posession of all your bank details. You provided the details for xxxxxxx Bank but not for xxxxxxx Bank, hence the problems. Please note that we never ignored any of your queries.
As we stated earlier we are awaiting confirmation from the processor that the funds have been returned to us (we will be asking for an update from them later today) and when we have that confirmation we will re-issue your wire.
For Western Union transfers you need to ensure the address on your casino account is correct and that your name appears exactly as it does on the official ID you will be required to produce to collect your funds. Please verify the spelling of your FULL name including any middle names.
Thanks for understanding.
Regards,
Louise
Finance Manager
Coming back to what I said in the beginning of this post, information needed for US players: Account number, Routing Number, Name and address of my bank. I confirmed these details on the confirmation email I received after I made my withdrawal. they had all the information they needed to process a US wire. I was furthermore informed this morning that I will have to pay the fee for the wire being returned, have to wait for the funds to come back to them then only will my funds be sent again minus the fee. This is not acceptable as I did provide everything they needed to process a US Wire. Waited 14 business days 20 total days since approved incurred over draft fees as a result of their failure to deliver and cant wait any more. I need my funds.
I need help this is getting out of control and Im not getting my money I deserve, I decided to play at Slots Capital because they are accredited, does this accreditation mean anything am I wrong in all of this.
I went on to live chat a little bit ago and asked exactly the same question I asked the lady when I made my withdrawal initially. Here is the transcript of that chat
The following is a record of your online chat.
General Info
Chat start time Jun 5, 2013 1:06:40 PM EST
Chat end time Jun 5, 2013 1:15:21 PM EST
Duration (actual chatting time) 00:08:40
Operator George
Chat Transcript
info: A chat operator will be with you shortly.
info: You are now chatting with 'George'
George: Welcome to Casino Support. My name is George. How may I assist you today?
you: when making a withdrawal from the usa what info do you need Account number routing number and bank address?
George: Hello, yes, you can select the mentioned method in the cashier field and check the required fields
you: what swift code do you use or don't you need one when making a withdrawal from the usa it requires that in the info to type in do you leave I blank?
George: US banks do not have an IBAN so you can leave this field blank. Your bank might not be part of the swift code network, but if they are we need the Swift code to process your withdrawal. You can contact your bank for this information or look it up here:
George: Old / Expired Link
you: if they are not part of the swift code network will you be able to process it with just account number routing number bank name and bank address?
George: Yes, you can input the routing number in that field
you: I did not see my bank there
George: Or you can leave it blank
you: ok good just making sure
you: if it doesn't want you to leave it blank what can you type into that swift code field to make it accept the withdrawal
George: The withdrawal will be processed as long you indicate the bank name, address, bank account number and the routing number correctly
you: good thank you for your time
George: My pleasure
George: If I can be of any further assistance, please, let me know.
you: have a good day
George: Thanks for using our live support. Feel welcome to contact us back at any time. Have a nice day!
As you can see I provided all the necessary information to process my withdrawal. The swift code did not have any bearing on the wire being sent. this was purely a way to get the cashier to accept my withdrawal seeing that it would not accept that field being left open as advised by live chat. Like I stated before when used with the routing number it still goes to my account. I received an email on the 19th to confirm my bank details I sent them. this is a quote from their finance regarding that email:
"Please note that in the same day when your wire was approved 19/05/2013, ticket#: LTK121580264484X you have been emailed by me and asked to confirm your bank details. These were the details that we received from you and used to send your wire:
xxxxxxx of Texas
400 Nxxxxxxxx
Denton tx
Account # xxxxxxxx
Swift # xxxxxxx
Routing # xxxxxxxx"
As you can see all the necessary information for the wire actually more info than the needed as SWIFT is irrelevant unless used with routing number.
This was my first withdrawal EVER at an online casino.
I then recieved an email stating the funds will be deposited into my account in UP TO 7 BUSINESS DAYS.
We have generated a support ticket to help us track your inquiry. Your ticket code is LTK121580264484X. Please use this code in any further communication.
Please note that your withdrawal of $2000 was approved today.
In order to send your funds via wire transfer, please confirm your bank details: bank name, full bank address including ZIP code, bank account, routing #/SWIFT code.
In up to 7 business days your funds will be sent.
Thank you for your cooperation
Should you require further assistance or information, please reply to this message or chat live with us 24/7.
Sincerely,
Sabrina
Finance Department
This meant my withdrawal should be in my account on the 28th at the latest 29th. Being my first withdrawal I did not really know what to expect so periodically I would check in to live chat to find out if it has been sent yet seeing that they claim it might take a few days to get to my account because they use a number of different banks in between them sending it and me receiving it, so of course I wanted to know if it has been sent so that I know it will arrive before or up to 7 business days. Being a newby at this and reading reviews of players receiving their funds in as little as a few days I inquired if it has been sent yet and this was the response I received
05/22/2013
"Please note that due to strict regulations imposed by US banks against online gaming funds, it is rarely possible to deliver the funds earlier than within specified time frame. I see that your cash out was approved 3 days ago; it means that you will receive your funds quite soon. If there is any delay, please let me know and I will check with Accounts. At the moment your wire, along with others in the batch, is scheduled to be sent to the processing bank.
If there is anything else I may help you with, please let me know.
Best regards,
Camilla
VIP Host
Camilla@slotscapital.lv
vip@slotscapital.lv"
My intent was not to get them to send it sooner merely to find out the status, dont I have the right to know where the money was that was supposed to be sent to me after spending close to the same as my winnings on deposits? And even this response was fine it was scheduled to be sent so great even if it took the rest of the business days it will get to me in the 7 days they specified.
Then came this email 05/27/2013
"Please note that we have recently updated our official website, and it now states that it takes up to 10 business days for the winnings to hit your bank account in case of a wire. When you requested your cash out, it was still 7. The thing is that now website displays more accurate information, since it is not always possible to deliver the funds within a business week, for the reasons I already mentioned in my previous e-mail to you.
Finance Department is not usually updating the customers regarding the cash out statuses when the 10 bus days have not passed yet. I kindly ask you to wait the estimated period; your withdrawal should hit your account shortly.
I ensure you that there is no reason to worry, and your funds will reach your bank account as soon as possible. The reason we altered the conditions has nothing to do with our ability to pay. In fact we used to have ‘’10 business days’’ stated as official timeframe a couple of years ago before we changed it to 7.
Your patience and understanding in this matter are much appreciated.
Kind regards,
Camilla
VIP Host
Camilla@slotscapital.lv
vip@slotscapital.lv"
Suddenly now its 10 days which I don't believe is fair as earlier email clearly stated its in a batch being sent out, and how can you just up and change policy in the middle of withdrawal from 7 - 10 days. This being my first ever withdrawal I started to worry. what stops them from making the 10 days 15 days they have done it once? I was determined to get some real answers as the finance department only works till about 10am CST seeing that they are located in the UK so my window to get info is small as i have to get my daughter ready for school and drop her off before I can get to a computer and you cant contact them by phone. Finally after chatting to a number of different live agents and informing them if someone doesn't contact me by phone to arrange my funds get to me in the specified time 7 days they initially told me which was that day I would seek help online from Casino Meister to get my funds and put it out in public for other players to see. Seeing that they claim it takes a few days to go through all the banks till it gets to me there was no way I was getting my money in the set time 7 days which was that day and probably not the 10 days they changed it to either as the money has not even been sent. I wanted to post my frustration here but the finance manager called me on my cell phone to talk to me about the problem I was having. Side note she was very polite and very friendly and genuinely tried to make me feel at ease and assured me she would personally work on this to get me my funds. I felt a ton better and wanted to give them a chance to make it right before making a scene here on the forum. I also contacted Sloto with a PM to try and get her help to resolve this, she did respond that she would look into it and see what she could do to help. I told her thank you and that I believe it will be resolved soon as I was talking to the finance manager directly. During our conversation she said it was sent out on the 05/27/2013
Next email I get 05/29/2013
"Reference number: LTK121580264484X Please use this ticket number in any correspondence with us.
Subject: your withdrawal LTK121580264484X
Dear Richard,
I would like to confirm that yesterday in the evening your withdrawal was successfully sent. Please check with your bank in up to 3-5 days. This timeframe is given for your bank and it depends how fast it processes international wires. The funds can be in your account even in one day.
We are very grateful for your patience.
Please feel free to contact us if you have any additional questions.
Sincerely,
Sabrina
Finance Department"
That means if im lucky I will get it before the 10 business days are over but if it takes little long well have to wait till after the weekend. I asked again about being told it was sent out on the monday now its only been sent out Wednesday as nobody processes transactions late at night, this is the response I got on Thursday 05/30/2013
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
Please accept my apologies, you were sent a generic email that was incorrect, your wire was sent to our processor on Monday.
I have spoken to our processor today because I expected your wire to be with you before now. Our processor has only today informed me they have had a technical issue that meant all wires were delayed due to a technical issue.
I am so sorry about this Richard, it is extremely unfortunate, and I know extremely frustrating and disappointing for you, that we have encountered two issues whilst processing your withdrawal.
I have asked our processor if they have a express option to be able to send your funds, so that they will be with you before the weekend, however at the time of writing this email I am still waiting for their reply.
As soon as I hear back from them I will update you accordingly.
I am so sorry about all this Richard, I understand you are extremely disappointed with the service we have provided to you in relation to this withdrawal, I can only try and reassure you that we do not generally experience any issues with withdrawals.
I will update you again ASAP on this matter Richard.
Regards,
Louise
Finance Manager
Again she made me feel better as it really seemed anything and everything was going wrong but she will get it sorted for me and she was doing her best, I appreciated this. Now my nerves are shot seeing that I budgeted for that $2000 to hit my account by then and well you cant pull money out of the sky when you depended on it. I but these funds in my budget two weeks before knowing I would get it by now, I dont gamble online to pay my bills just to be clear.
I received this email also on 05/31/2013
"Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard
Thank you for contacting us.
I spoke with our processor late last night and asked that your wire be deemed urgent, I was assured you would receive the funds either Thursday or Friday.
Please let me know when your funds have successfully been credited to your account.
Again Richard I sincerely apologise for the inconvenience you have been caused.
Please feel free to contact us if you have any additional questions.
Sincerely,
Louise"
Well I definitely did not get it Thursday and Friday checking my account every 25 min to see any updates, of course it really doesn't help as the finance department is closed after 10 am CST nobody can give me any answers. This whole time im begging for a tracking number so my bank can be on the look out and that I know if has been sent, nothing they don't give that kind of info. And thats when the scheduled payments for my bills hit my account, cleaned out any funds I had to buy gas food, pay my daughters daycare, nothing and naturally a few of the smallest transactions hit my account after all funds were used and pushed me into overdraft, I did not receive a red cent from them and its the weekend with no available funds and more bills about to hit my account that was scheduled for the weekend. Finance department closed for the weekend so no other option but to wait till monday.
06/03/2013
I sent multiple emails over the weekend informing them it has not come in and I really need them to sort it out monday as my total overdraft fees are about $200 and I don't have any money to get to work feed my child or anything, which wouldn't have been the case if the funds were in my account on friday as promised. I was assured it would be in otherwise I wouldn't have scheduled some of those automatic payments which if I tried to reverse would lead to being charged penalties by the companies receiving the payments. I received this response Monday morning 3 hours away from their end of business day in the UK.
"Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard
Thank you for contacting us.
I spoke with our processor last week and was assured your funds would be in your account before the weekend, I am dismayed to hear that has not happened.
I will contact our processor again today, they will be online in approx 2 hours and I will ask them to place an immediate trace on your wire. I know it has been sent as the funds have debited our account, it is now a case of establishing why they have not credited your account, especially now we have confirmation from your bank that they credit wires instantly.
I will update you again ASAP Richard, I am so sorry about the delay, it is not usual for us to encounter such issues, and I will get this resolved for you.
Please feel free to contact us if you have any additional questions.
Sincerely,
Louise"
Monday came and Went by and nothing.
I sent more emails so they can get it when they start working on Tuesday begging them to find out what is going on and that I could not wait any longer and to get that wire they claimed got sent tracked. And suddenly after a long live chat with someone in finance the processor called me on my cell phone. He assured me he sent it Friday and it did not process because the Swift code pulled up another bank that my bank used to process their international wires. He made some quick changes and resend it successfully to the bank that process my banks wires. This guy was in New York money came from Canada so all he needed was my routing number. I asked him to confirm the information he had for my wire, My name my address, my bank name, my bank address and the swift code I provided was all correct. So the wire went to this other bank with all the details correct except he did not put the routing number on the wire as he did not have it, and if he did he wouldn't have used the swift code because he didn't need it. I asked him about my routing number and he said he did not have any routing number for me and did not receive a routing number from the casino. It got processed went to frost bank but without any routing number (which he did not have) the other bank did not know to send it on to My Bank, thus is was returned. After determining it was sent and with tracking nr in hand that the processor gave me I rushed over to my bank to track down the wire but just missed the wire being sent back due to no routing number to allocate it to my account. If we had the tracking information Friday even Monday we would have been able to get the funds caught before it was returned yesterday. Now I have been asking since last week for the tracking nr some kind of details so that I could get my bank to look for it and catch any wire coming in. I was not informed that there was an issue on Friday, I was not informed that there was an issue on Monday everybody just kept saying wait for it. Of course finance is closed seeing that its after 10am CST so Im stuck till the next day which is today.
I sent the following email last night to them:
I have to leave early in the morning and wont have time to send this to you so here goes:
If ONLY the SWIFT Code is used and not using the routing number then the following would be more than enough info to get it to the right place
Receiving Bank:
xxxxxl Bank
100W.xxxxxx
San Antonio, TX
SWIFT CODE XXXXXXX
Beneficiary
xxxxxx Bank of Texas
xxxxx BLVD
Denton TX
ACCT#xxxxxxxxx
Reference Further Credit to:
Richard xxxxxxx
xxxxxxxxx Ave
xxxxx TX
ACCT# xxxxxxxx
If they use routing number its: 1xxxxxxxx
This is a can’t fail proof, as much details as they could possibly give me at the bank info. As well as the contact at xxxxxxx Bank of Texas Wire department: Carol xxx xxx xxxx.
I just thought I should send this to you just incase I cant get to a computer in the morning I will have this info on me if processor would like to confirm it with me if he is going to send a wire, anyway talk to you later and thank you
Richard
This info is used when NO ROUTING NUMBER IS USED OR NOT AVAILABLE Its not info they needed its additional info.
06/05/2013
Now we are at Wednesday and Finance department sent me an email saying it was returned due to me not providing the correct bank details and the only reason they came up with this conclusion is because I provided additional (not the right info additional information) that can be used if a routing number is not used the previous night which I thought might actually help them is they didnt want to use my routing number even if I gave it to them. I called the processor again today confirmed again that he did not have my routing number and told me he told them they didnt give it to him and they said they did send it to him. Well I provided it they had it confirmed it and now Im the one that suffers.
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
Thank you for contacting us.
I would like to inform you that unfortunately your wire was returned to us due to incomplete bank details. Please note that in the same day when your wire was approved 19/05/2013, ticket#: LTK121580264484X you have been emailed by me and asked to confirm your bank details. These were the details that we received from you and used to send your wire:
xxxxxxbank of Texas
xxxxxxx blvd
Denton tx
Account # xxxxxxx
Swift # Fxxxxxxx
Routing # 1xxxxxxx
However, according to the details you sent in your last email, you did not provide us with an important part of your bank details. As we have been you assured always, the money has been sent earlier than the processing timeframe and all the customers with wire transfers sent in the same day as you already received their funds. So, we really did everything possible to get the funds asap to you. Moreover, your wire has been processed as a high priority and handled with the best considerateness.
Please note that the fee for the returned wire due to incomplete bank details is $45. This amount will be automatically deducted by the bank from your wire transfer.
Also note that now we have to wait the money to hit our bank account. Only then we will be able to send your funds again.
After receiving the funds, we can offer you the Western Union option to avoid any other delays. I have to mention that there is $1000 limit per transfer and Western Union deducts $45 fee for every transfer. However we can pay this fee for you but we count on your patience while the issue is getting solved.
Thanks in advance for your understanding.
Please feel free to contact us if you have any additional questions.
Sincerely,
Sabrina
Finance Department
Reference number: LTK121580313542X Please use this ticket number in any correspondence with us.
Subject: FTAO Louise - FINANCE LTK121580313542X
Dear Richard,
The routing number was sent to the processor, your wire has been returned because we were not in posession of all your bank details. You provided the details for xxxxxxx Bank but not for xxxxxxx Bank, hence the problems. Please note that we never ignored any of your queries.
As we stated earlier we are awaiting confirmation from the processor that the funds have been returned to us (we will be asking for an update from them later today) and when we have that confirmation we will re-issue your wire.
For Western Union transfers you need to ensure the address on your casino account is correct and that your name appears exactly as it does on the official ID you will be required to produce to collect your funds. Please verify the spelling of your FULL name including any middle names.
Thanks for understanding.
Regards,
Louise
Finance Manager
Coming back to what I said in the beginning of this post, information needed for US players: Account number, Routing Number, Name and address of my bank. I confirmed these details on the confirmation email I received after I made my withdrawal. they had all the information they needed to process a US wire. I was furthermore informed this morning that I will have to pay the fee for the wire being returned, have to wait for the funds to come back to them then only will my funds be sent again minus the fee. This is not acceptable as I did provide everything they needed to process a US Wire. Waited 14 business days 20 total days since approved incurred over draft fees as a result of their failure to deliver and cant wait any more. I need my funds.
I need help this is getting out of control and Im not getting my money I deserve, I decided to play at Slots Capital because they are accredited, does this accreditation mean anything am I wrong in all of this.
I just didn't know how else to explain everything that went on in the last three weeks and why I believe I provided them with everything they asked for and more, but now Im getting blamed for not providing correct info. Needless to say wouldn't this have came up in the countless times they told me it did get sent and they confirmed it was on its way to me? For a newbie and my first withdrawal this has utterly been the worse experience I have ever had. Easy to take my money hard to give it back. I want to know what kind of accountability do they have towards players if they can't even deliver within their own set parameters.
