I sympathise
I can sympathise with gcrown. I have had similar problems with two other CM accredited casinos which have seemed impossible to resolve. It seems that the service is so "impersonal". There is far too much "cut and paste", and not replying to the actual questions asked, or only addressing the first point and then "getting bored" and leaving the rest of the E-mail unanswered. There are unkept promises, often due to poor internal communications between departments as well as a poor understanding by CS of how the other parts of the operation work.
I find it hard to understand how gcrown was unable to get a personalised escalation of this, and REAL, EFFECTIVE assistance when problems began. After 2 attempts to send documents, there should have been CLEAR GUIDANCE on what exactly was wrong, not just another 3 requests to send them. I'm afraid simply saying "as stated on the website" is a cop out, it can often be wrong, or simply out of date. Many casino websites are wrong and/or out of date, and the function of CS should be to clarify and update. The Casino Action website is still showing tournament that ceased nearly a year ago, one case at least where the website is woefully outdated.
Part of my problems were due to the financial processor being the master, rather than the servant, of the casino operation. CS and the casino top management can make all the promises they like, but if the processor doesn't like it they can simply break them with no comeback, and leave the casino to clear up the mess.
Another problem is automation. Most automation is deliberately designed to look like a real person is E-mailing; fine, until the system starts spewing BS, then the player will think that a real live rep is "taking the piss" with them and may respond accordingly. Automated E-mails should be designed to appear as clearly automatically generated, and the likelihood that they might be wrong should be addressed. Unfortunately, in gcrown's case, it seems the automated message was correct, and the casino rep was wrong (the ACH was too far processed to get cancelled it seems).
Further problems occur when buck passing is the order of the day. I have often been told my withdrawal has BEEN PROCESSED TO NETELLER and may take 1 to 2 days to appear. This is utter BS, one actually processed TO NETELLER, the funds will appear in seconds (I have had this confirmed by Neteller). What the 1-2 days means is that the funds are "queued for processing" by the casinos processor, and that passing the buck for the queue to the Neteller server makes the casino look better. If you take Casino Action Instant payments as an example, it can be seen that a payment made from the casino software is shown in Neteller as soon as payment is confirmed in the software. This shows that any casino can theoretically make a full cash-in to Neteller in a matter of minutes if they really wanted to, and had a person with the appropriate authority to process things on the spot through to a conclusion.
As an afterthought, what are the US Senate to make of all this, that even the most trusted casinos can behave how they want to if they, or their software, takes a "dislike" to a particular player. They seem to be getting serious this time round, and all those casinos that have pandered to the US market, and treated us Europeans as a "minor inconvenience" (running promotions that only US players can use, such as eCheck extra bonuses - having us stay up to 5 am so that US players can have a tournament always ending at midnight so they can go to bed at a decent(ish) hour), could find it hard to compensate for the loss of business.
As far as I know, 32Red is the only really reputable casino that has ever considerd US players to be the "inconvenience" to the main business model, and us Europeans to be the main market. I might add Intercasino, as they address this by running several country specific portals for essentially the same product. Many even treat the UK as "evil", not to be treated to the same level of benefits as other players (that means you Grand Privvy!, along with the urine extracting 60x D+B WR on SLOTS posted by another casino for UK players only! and 20x the rest).