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You are now chatting with 'Mervyn'
phillip: hi
Mervyn: Hi there phillip
Mervyn: My name is Mervyn
Mervyn: How may I assist you today?
phillip: when will my withdrawal be processed?
Mervyn: Hello
phillip: ut should be done soon?
phillip: *it
Mervyn: Let me have a look for you
Mervyn: Would you mind waiting while I look into your account?
phillip: I though 5pm today was what they said?
Mervyn: I am having a look for you
phillip: k
Mervyn: Your withdrawal of AU$(EDIT) is still in the 48 hour holding account. The funds will leave this account at 18:00GMT today. As it is the weekend, our Payments Team are not in. They will only be back Tuestday, due to Monday being a public holiday. As a result, your withdrawal will be processed next week.
Mervyn: It will then be sent to your Visa Card ending xxx(EDIT)
Mervyn: and will reflect within 3 to 7 working days once released
phillip: So what day will you actualy send it?
Mervyn: It takes around 48 to 72 hours to process a withdrawal, so probably Wednesday or Thursday I would imagine.
phillip: they told me the other day that it would be done by 5pm today and that weekends don't matter?
Mervyn: Yes, it will leave the 48 Hour Holding account today
Mervyn: With regret, weekends do affect the processing time
phillip: so you won't send it until wednesday and the I have to wait 3 days for it to go to my bank?
phillip: can you tell me what day I requested the withdrawal?
Mervyn: It may be sent sooner. That is only a guideline. When you make a withdrawal it goes into the 48 hour holding account first. So we are coming up for 48 hours
phillip: I was told that the weekends wouldn't matter
phillip: Well that was how I took it any way.
Mervyn: I am very sorry if there was any misunderstanding, but there is nothing which can be done to speed things up
phillip: Could you please tell me when my withdrawal was requested?
Mervyn: We will process it as soon as possible
Mervyn: As mentioned above, your withdrawal was requested less than 48 hours ago
Mervyn: Approximately, 41 hours ago
phillip: #dice paid me within an hour. Why is it taking so long hee? Clubworld I was paid within a day. Inetbet pay within a day as well. Could you explain why it takes so long here So I understand?
phillip: *3Dice
phillip: *here
Mervyn: We batch Payments togather to ensure that you the player does not get charged hefty fees
Mervyn: Also, there is a procedure which we follow
phillip: security checks?
Mervyn: This is because we are regulated by ECogra
Mervyn: The wait is not due to security checks, although various procedures need to be followed to keep our ECogra seal
Mervyn: As you can imaging, this is vvery important to us.
Mervyn: * imagine
phillip: That explains why it takes 48 hourd to process it but I am curious as to why it takes you 48 hours to start processing it
Mervyn: * very
Mervyn: We do not process on the Weekends, and Easter has two public holidays. On the Friday and Monday
Mervyn: This we have no control over
phillip: I understand that there is a reversal facility but if I request not to use it shouldn't you respect that?
phillip: Not being a pain just trying to understand it.
Mervyn: Reversing of funds is completely up to you the player. We cannot prevent you from reversing if you wish to
phillip: I see you made the transaction at 17:58 on the 21 so 48 hours from that time you would not be able to see it as it will be available for us to release.
Mervyn: Yes, that is correct. The time above is casino time in GMT
Mervyn: In 7 hours time, you will not be able to use the Reverse Facility on the banking page
phillip: You misunderstood me. I asked for my withdrawal to be flushed but was refused. I was wondering why? If I have no intention of reversing and ask you to process it shouldn't you do so as it is my money?
Mervyn: The ability to Flush Withdrawals
Mervyn: is only available to VIP players
Mervyn: This is a benefit of working your way to becoming a VIP
phillip: Saturday, 23 April, 10:37:13 a.m is the GMT time now. So when will it be processed?
Mervyn: The time frame above is also used to group payments togather as explained. This enables us to have no fees to send back to your Visa Card
Mervyn: nothing will happen before Tuesday due to the public holiday and weekend
Mervyn: The funds will automatically stand ready to be processed in 7 hours time
phillip: Shouldn't this facility be offered for all players? Why only VIP's? I play here almost daily and deposit a lot. Are you saying that I am not as valued to you as I don't deposit a $1000 a day? I still deposit a lot of money and play a lot. I don't understand the double standards? I am a customer too!
phillip: *lot
Mervyn: You are most certainly valued to us. The reason to have a 48 hour holding account is for financial reasons due to the batching of transactions.
Mervyn: the ability to flush the withdrawals is simply something extra which we do for our VIPs
phillip: I'm talking about flushing my withdrawal and it only being offered to VIP's?
Mervyn: As you earn more points, you will approach becoming a VIP yourself
Mervyn: With regret, that is correct
phillip: Why though? Like I said... I am loyal and deposit weekly and play all the time... Shouldn't that matter more than the value of $$ I deposit?
Mervyn: You are most certainly loyal and a wonderful player who we appreciate. We will most certainly process your withdrawal as soon as possible. The ability to flush your withdrawal, however, will not be possible until you reach VIP status.
Mervyn: This has been decided by Management due to the above reasons and with regret cannot be waived for any single player
Mervyn: We apologize if this is frustrating for you
phillip: To me what I deposit is a lot... It's all relative! $1000 a week may be small change to some VIP's just as $200 a week is a lot for me! I don't understand the $ value being attached to the customer service you offer? Shouldn't all customers be equal?
Mervyn: We do our very best to treat all our players equally. Due to the financial implication attached with not batching transactions, this is simply not an option available to us.
Mervyn: Perhaps in time, things may change, but for now, I am afraid you will need to wait 48 hours
Mervyn: Is there anything else which I may be able to assist you with?
phillip: Thank you for taking the time to answer my questions.... I am a consumer though and have the right to ask questions... Just as I have the right to look elsewhere to play that will treat me equally. I am exercising that right and will no longer play at Spin Palace as soon as my withdrawal is processed! this has been an unacceptable wait time to be paid my OWN money! I will come back if this improves in the future
phillip: Thank you for your help and answers!
Mervyn: You most ceratinly do have the right to ask questions
Mervyn: It has been a pleasure answering them for you
Mervyn: We are very sorry for the extra long wait attached to this withdrawal
phillip: Thank you Mervyn
Mervyn: That is due to the public holidays
Mervyn: Only a pleasure Phillip
Mervyn: Have a wonderful day further
Mervyn: Bye
phillip: bye