Casino Complaint Vanguard Jerking me around

angiehoops

Dormant account
PABaccred
[pab-in-progress]I am new to Rival casinos, but smart enough to know to only pick off the accreditted list here. I played with Sloto Cash, won, and they promptly sent my winnings to quick tender. My experience with Vanguard has not been the same. I withdrew 6 days ago. I sent a few follow up emails and never once received a response. Then 2 days ago got a request for securtiy docs. I promptly sent them, again followed up via email to see if all was in order, no respose. Jumped on live chat yesterday, they told me paperwork was in and acceptable.
Checked withdrawls history, and saw it was still in processing. Again went to live chat today, and this time was told my paperwork was not yet approved, contrary to what I was told yesterday. I feel really jerked around here. At the very least they could respond to an email. I played a good 1.5K before withdrawling, and did not use any bonus money. I hate feeling so disrespected. I picked Vanguard because they were listed here, and to me, that meant that customer service would at least be certain to be respectful and responsive. I am confused at to why they dont respond to emails, seem to be holding up my withdrawl, and cannot seem to agree if my paperwork is approved or not. I guess I just assumed they would treat a new player in a manner that the player would want to come back and play more. If they required paperwork, shouldn't I have been told within the first 3 days at least that is was required? I sent sensitive information, should not they at least let me know thru email response that they got it? Shouldn't live chat know if was approved or not, and not both?
Bad first experience with Vanguard. My withdrawl is for 1,600. Any suggestions? Not sure what I did wrong here.[/pab-in-progress]
 
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chuchu59

gambling addict
PABnonaccred
CAG
It would seem that you have done nothing wrong. If only you had kept copies of the 2 live chat conversations. You would have proven that they are giving you the run-around by stating different things about the nature of your docs. If I were you, I would first uninstall the casino and thus let the $1.6K. If they still refuse to respond Pitch a Bitch with Max.
 

angiehoops

Dormant account
PABaccred
It would seem that you have done nothing wrong. If only you had kept copies of the 2 live chat conversations. You would have proven that they are giving you the run-around by stating different things about the nature of your docs. If I were you, I would first uninstall the casino and thus let the $1.6K. If they still refuse to respond Pitch a Bitch with Max.
Thanks for the feedback. I am confused as to why you think I should uninstall the casino? I had the 1.6K flushed right away. I think I am just surprised that they would not want to treat a new player well so they would want to come back and play, which I certainly would have, heck I probably would have played back the 1.6 K anyway:)
 

chuchu59

gambling addict
PABnonaccred
CAG
Flushing means nothing for Rival withdrawals. In a moment of weakness, you can still reverse your withdrawal if you contact live chat. Unless the cashout is actually processed, you can always have access to it. of course, uninstalling the casino does not mean you cant re-install it but at least it makes it less convenient for you.

With the problems that most Rival now face, quick cashouts are something of a luxury. I suggest you check your quicktender account in a week's time and see if the money is there. If not, check again every 2 days thereafter. Alternatively, you could,as I stated in my earlier post to PAB with Max. Good Luck.
 

nisosbar

Ueber Meister
PABnonaccred
You should probably stop posting about this publicly for the moment - pitch-a-bitch with Max, since they are an accredited casino, and must respond to Max's inquiry if they wish to retain their CM accreditation (from what I understand). And posting the issue publicly is not advisable according to PAB guidelines, since it's essentially unfair to the casino, not letting an impartial arbitrator (Max, and CM) hear both sides of the story before airing the problem publicly.
 

Nifty29

Dormant account
Vanguard and SlotPower have ALWAYS taken 5+ business days to pay out.

IMO, its a disgrace but nobody seems to want to address it.

You will be paid when they feel like it, and nothing you can do will make it any faster. It is a long-standing policy to delay payments and it has nothing to do with the mastercard situation etc.

If someone posted here about Cirrus or Virtual clones behaving like this and deliberately delaying payments, there would be dozens of posts saying what crooks they are and how badly they treat players.

These Rival casinos have been doing this since day one and its about time something was done about it - having their accreditation reviewed would be a good start.
 

maxd

Complaints (PAB) Manager
Staff member
Hello, Max Drayman writing, I'm the guy who manages the Pitch-A-Bitch (PAB) process the others have spoken of. The PABs are our 'official' complaint service and, as mentioned, all Accredited casinos are expected to cooperate with us in resolving PAB issues.

Ok, first things first: have you contacted the Vanguard representative here at Casinomeister? That is Charlie@FGP. If you haven't already that is your first stop.

If you want to check out the PAB process have a look at our Pitch-A-Bitch FAQ. You'll soon get a pretty good idea what's involved and what to expect. If you think you'll want to PAB then take the time to read the FAQ through as it details what your responsibilities are in the process.

Once you've tried the rep, are still unsatisfied with your situation, and have made up your mind about the PAB thing you have a choice to make:
  • do you want to do a PAB? If yes then stop posting about your issue as that will only damage both your chances of having your PAB accepted _and_ any possible results from your PAB.
  • you've decided against doing the PAB in which case feel free to continue posting here and good luck to you.

That's pretty much it. If you have any questions about the PAB, or anything else for that matter, feel free to contact me using our Private Message service (here) or you can contact Casinomeister's head man, Bryan Bailey, here.

FWIW, I've sent a PM to the rep about your issue here. With any luck you two can get things sorted between you.
 

Charlie@FGP

Dormant account
Hi Angie,

Charlie here from Vanguard. I'm so sorry about the issue with your documents. I'm still trying to sort out what happened, but from what I understand I believe that your documents were actually received but have been misfiled, hence the confusion :(

Unfortunately your cashout cannot be processed without documentation, so as I suggested in my email, fastest solution would be if you could please re-fax your documents as soon as possible. I've put the support team on high alert and they'll be waiting. Perhaps you could also shoot a quick email for my attention at support@vanguardcasino.com, (or PM me here) once you've faxed so I can double check with support that you're good to go.

Please accept our apologies, and thank you for your kind understanding and patience. I know this is your first cashout at Vanguard, please rest assured your future cashouts will NOT give you a headache!

Bests,

Charlie
 

angiehoops

Dormant account
PABaccred
Hi Angie,

Charlie here from Vanguard. I'm so sorry about the issue with your documents. I'm still trying to sort out what happened, but from what I understand I believe that your documents were actually received but have been misfiled, hence the confusion :(

Unfortunately your cashout cannot be processed without documentation, so as I suggested in my email, fastest solution would be if you could please re-fax your documents as soon as possible. I've put the support team on high alert and they'll be waiting. Perhaps you could also shoot a quick email for my attention at support@vanguardcasino.com, (or PM me here) once you've faxed so I can double check with support that you're good to go.

Please accept our apologies, and thank you for your kind understanding and patience. I know this is your first cashout at Vanguard, please rest assured your future cashouts will NOT give you a headache!

Bests,

Charlie
Thanks Charlie, but I still do not understand why support continues to not reply to me? If my docs have been "misfiled," as you suggest, why are they not telling me this? How am I suppose to know that? I have to send everything again? I really feel strongly that Vanguard should at least send me an emailing explaining that they needs the docs again and why. I played a lot of money there, and should be contacted or replied to when I am inquiring about my overdue withdrawl. Since you seem to be the only one responding, please let me know what is going on with my account Charlie, and maybe suggest that someone from Vanguard reply to my email inquiries.
 

chuchu59

gambling addict
PABnonaccred
CAG
Hahaha!

Live chat gave contradicting answers none of which were misfiled docs so there must be at least 2 liars among the three.

Surely if you knew the docs were misfiled you could trace them back. Furthermore, if the docs were emailed to you, you just need to reopen that email and file the docs again. I am bewildered as to why you need the OP to send them again.

If it can be confirmed that live chat staff are either incompetent or had lied then their accreditation needs to be reviewed imo.
 

Casinomeister

Forum Cheermeister
Staff member
Thanks Charlie, but I still do not understand why support continues to not reply to me? If my docs have been "misfiled," as you suggest, why are they not telling me this? How am I suppose to know that? I have to send everything again?.....
Yep, this is troublesome. Again a problem with Rival's centralized support...:mad:
 

Nifty29

Dormant account
Thanks Charlie, but I still do not understand why support continues to not reply to me? If my docs have been "misfiled," as you suggest, why are they not telling me this? How am I suppose to know that? I have to send everything again? I really feel strongly that Vanguard should at least send me an emailing explaining that they needs the docs again and why. I played a lot of money there, and should be contacted or replied to when I am inquiring about my overdue withdrawl. Since you seem to be the only one responding, please let me know what is going on with my account Charlie, and maybe suggest that someone from Vanguard reply to my email inquiries.
Moreover, what is a player who doesnt have access to Charlie's help supposed to do in this situation??

The OP is fortunate being a CM member, but I shudder to think what anyone else would do if support etc just dont answer. Believe me, Ive been through it myself.

If the centralized support is incompetent, which the facts presented indicate, then Vanguard should get their own in-house support or be suspended from accreditation until they do. IMO this kind of treatment is unacceptable from an accredited casino. We shouldnt accept "we rely on rival CS staff" as an excuse for poor service.
 

NASHVEGAS

Banned User - flamming, disrespecting admin,
Yep, this is troublesome. Again a problem with Rival's centralized support...:mad:
Again????........it has been going on for at least 2 years and I suspect from Day 1. Too bad Eurolinx and BigRounder, iirc , did not allow you the time to read all the TIV thread or peruse my thesis(s) throughout. And it was not all bad but when it was, a freakin nightmare to deal with!
 

vinylweatherman

You type well loads
CAG
MM
Hi Angie,

Charlie here from Vanguard. I'm so sorry about the issue with your documents. I'm still trying to sort out what happened, but from what I understand I believe that your documents were actually received but have been misfiled, hence the confusion :(

Unfortunately your cashout cannot be processed without documentation, so as I suggested in my email, fastest solution would be if you could please re-fax your documents as soon as possible. I've put the support team on high alert and they'll be waiting. Perhaps you could also shoot a quick email for my attention at support@vanguardcasino.com, (or PM me here) once you've faxed so I can double check with support that you're good to go.

Please accept our apologies, and thank you for your kind understanding and patience. I know this is your first cashout at Vanguard, please rest assured your future cashouts will NOT give you a headache!

Bests,

Charlie
So, such VERY sensitive information has simply been LOST!!! How then can you be in a position to guarantee that this information is SAFE, since even if merely misfiled, you should be able to find it again from it's SECURE STORAGE LOCATION.

Expecting the player to send documents over and over again increases the risk of them going astray into the wrong hands. If they get "misfiled" a second time, there are then TWO sets unaccounted for, and potentially TWICE the risk.

This seems to give the impression that there is a lax attitude to losing player's documentation, that it's no big deal because the player can easily resend them. The "big deal" is the fact that they were lost, and not kept secure, NOT that it is merely a trivial matter for the player to resend them.

Since you clearly screwed up and LOST the documents, but they WERE received, you should as a matter of goodwill have paid anyway, and "sucked up" the consequences of your own error, and THEN opened negotiations with the player to see if they were prepared to forgive the lapse, resend the documents, and play some more.
A player who does NOT leap on all the bonuses must surely be the best catch of all, they are CLEARLY not an "advantage player".
 

angiehoops

Dormant account
PABaccred
Vanguard

Well, they did, with the intervention of PAB here, finally pay up. Thanks so much for the help. I think there may still be an issue with them, as it looks like they lost their accreditation here. I did "roll the dice" and play with them again, small amount. I won $400. It has been "processing" since March 11th! I got an email saying due to unforseen events, I should be paid later this week?? Anyone know what "unforseen events" are in the casino world, because I equate it to a funding issue. Not sure though. Crossing my fingers that they follow thru and finally pay me this week. Not a good sign.
 

kakata

Banned User - hyper flamming
PABaccred
PABnonaccred
PABnoaccred
"unforseen event" means DO NOT DEPOSIT there anymore...is it so difficult to undearsteand?:confused:
I think Ive won at "almost" all rivals Ive played at...still I dont go back.Each and everyone of em made me wait in way or another...I cashed out got paid and bye bye...as simple as that.
 
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