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Vegas2Web - Sad Customer Support

Discussion in 'Online Casinos' started by Cleveland, Feb 27, 2012.

    Feb 27, 2012
  1. Cleveland

    Cleveland Meister Member

    Occupation:
    Professional problem solver
    Location:
    Texas
    I'll start by saying: I'm only putting the information out there and allowing it to stand as is. I have no desire to be paid (sorta kinda lol) nor is there a point in PAB.

    Before I post the emails here is a quick synopsis: On 12-24-11 I submitted color copies front and back of my drivers license, credit card / debit cards used, utility bill, and a deposit declaration form. Since then I made one cashout of 1K and was paid. Recently I requested a cashout of 1,400 and after it being in reversible status for a week I received an email stating I needed to submit another deposit declaration form in the interest of my account security. For those who don't know what the form is: it list all of your deposits made and you place your initials on them and then sign the form. How in the hell does this increase my account security considering any idiot who can write can initial and sign? So if I already did this process and authorized my credit cards to be used (and submitted the color copies of them) why am I being asked to submit a new form? I can at least understand if they maybe wanted updated copies of everything but no they just want the form!

    ............................................................................................................................................................................................................................................................................................................................
    Emails (however politely worded is still bs):

    After they made their request for a new form:

    Me
    Attached to this email is the Deposit Declaration form I already filled out and submitted on 12-24-11 along with all of my other documents. After I submitted everything all seemed ok, as I had been paid for a prior withdrawal. I'm not one to complain about losing in a casino but I also refuse to play the same games forced on other players. With all due respect if this is an attempt to deny winnings then that's fine by me. $ 1,400 dollars is a small price to pay for a lesson learned. Pay me or don't, I won't lose any sleep over it because as I said its a small price to pay for a lesson learned.

    Them
    Hi James,

    Thank you for your email.

    James, we are disheartened to hear that you are less than satisfied with our security measures here at Vegas2Web. We would like to reassure you that in no way or form are we trying to impose any delays in sending you your winnings. Documents are requested at the discretion of the casino and it’s Processor for a number of relevant reasons.
    The reason for requesting verification documents and deposit declaration forms are twofold. Firstly, they protect you as a player by ensuring that your details are kept up to date and that your transactions with us are verified. Secondly, this allows you to purchase and withdraw funds effortlessly for all future transactions at the casino. ***wtf, shouldn't that already be happening since I've done this crap?**

    Me
    If I initial the deposits on the new form, how does that increase account security for me? Anyone can write two letters (initials). I already sent a copy of the credit cards used front and back and already signed a deposit form. Can you take a step back and honestly tell me there is a legit reason for me needing to duplicate a process such as this? How many more times in the future would I have to re-sign and initial for deposits? The fact that y'all are insisting this is for account security is insulting. In the interest of being honest, if I were to be paid I still would have such a bad taste in my mouth I doubt I would play here again. As I said in my previous email, keep the money, as it is a lesson learned. Its an important principle to be learned here and until online casinos catch on business will never be as good as it could be. I'm sure 3dice would love to gain deposits that were portioned for Vegas2Web in addition to their own. Thank you for your time and allowing me to rant / ramble.
    ............................................................................................................................................................................................................................................................................................................................

    Its funny how this all comes up after I waited a week while my withdrawal set in reversible status. I finally contacted them to see what was wrong, was told all was ok "just a processor problem" then bam this comes up. Funny they gave me a nice long week to play back the winnings.
     
    1 person likes this.
  2. Feb 27, 2012
  3. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Cleveland,

    I don't know anything about Vegas2Web as I have never played there. However, back when Rival first came into being, every time you withdrew you had to do this. I have had as many as 5 pages of deposits to initial.

    I don't know why you would be so adverse to having them send it to you for initialling. If they don't pay you, then you can PAB or whatever and they can't say you didn't adhere to their rules.

    It could possibly be that they aren't dodging paying you, that this is something that they have to have.

    Of course, it is your choice to do what you want to do.
     
  4. Feb 27, 2012
  5. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I think it sounds like they were waiting for him to reverse, and when he didn't they gave him that excuse.
    I have only ever signed one form to the Rivals I have cashed out from. Could be because I use Neteller.

    Have you lost the money already?
     
  6. Feb 27, 2012
  7. Cleveland

    Cleveland Meister Member

    Occupation:
    Professional problem solver
    Location:
    Texas
    Nope. Its just sitting there.
     
  8. Feb 27, 2012
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Please sign the form, cash out and move on. Don't give them the pleasure of getting the money.
    Give them to charity if you don't want them;)
     
  10. Feb 27, 2012
  11. Cleveland

    Cleveland Meister Member

    Occupation:
    Professional problem solver
    Location:
    Texas
    Its the principle. My wife and I were just talking about this sort of thing: Rules and the Law etc. For example: Lets say there was a law or rule in your county / country that stated eating McDonalds is illegal due to the high fat content. However eating at Whataburger was ok. It makes no sense. Laws / Rules cannot be black and white all the time. If they are then no man would be able to adhere to them at all times.

    I know I just went off the deep end on this one. But my point is, what does me initialing that stuff prove? I can at least see if I had to verify which deposits I made and which ones I didn't. Then it would be for account security. As it stands now, it's only to delay payment. All the while the deposit is still in reversible status and that's after it being like that for a week.
     
    2 people like this.
  12. Feb 27, 2012
  13. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Trilije,

    The Rival thing was years ago when they first came online. They would make you sign for every deposit you made. Was a PIA but they insisted you do it.

    Cleveland,

    You have to do whatever you believe is right. Me, I would sign whatever they wanted and then be their worst nightmare until I got paid. That's my matter of principle. Then they could kiss my behind and I would stroll happily away $1400 richer. LOL!
     
    10 people like this.
  14. Feb 28, 2012
  15. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    Cleve, I totally understand what you're talking about.
    I'm a bit of a "principle man" myself (actually a lot), and I hate it when people try to bullshit me.
    In this case, I would get the money away from them first tho, as it could pay for a nice weekend away, with the wife ;), and as annimac said, simply walk away, with a grin on your face. This will be one casino, that you left with money in your pocket.
     
    2 people like this.
  16. Feb 28, 2012
  17. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I agree with anniemac - if you want to teach them a lesson, initial their stupid form, take the money and THEN walk away. Who knows, maybe it's just a stall - but that's even more reason to get your $ and say goodbye, IMO.
     
    1 person likes this.
  18. Feb 28, 2012
  19. samoas

    samoas Senior Member

    Occupation:
    Office manager in fine dining
    Location:
    Philly born & raised 2 traffic lights away
    As irritated as you are Cleveland, hit them where it hurts. Have patience, get your money and then delete V2W. I know I would!:thumbsup:
     
  20. Feb 28, 2012
  21. X-Raided

    X-Raided I'm Beetlejuice Baby! PABinit

    Occupation:
    Philanthropist
    Location:
    Globe-Trotter
    Trying to "police" online casinos with your morals and codes just doesn't work... They're
    just as stubborn as you are unfortunately. Just sign the paperwork needed and be done with it.

    Take your wife out to a nice steakhouse with the loot :cool:
     
  22. Feb 29, 2012
  23. Cleveland

    Cleveland Meister Member

    Occupation:
    Professional problem solver
    Location:
    Texas
    I decided to take everyone's advice. I submitted the new paper work and the withdrawal is no longer pending. Received an email that it is being sent by check. As much as it pains me to write this part, maybe :oops: I acted a bit to hasty. I DO however still have a bad taste in my mouth because the process seems to be pointless and increases the chance for a reversal.

    I will also say in the interest of being fair and full disclosure: I was impressed at how fast my emails received a response. They replied to pretty much all of them within the hour. All in all the odds of me depositing again are low and not likely. As I said though I try to be fair where I can and they did process the withdrawal quickly after I submitted the new form.
     
    6 people like this.
  24. Feb 29, 2012
  25. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Now you and your wife go do something nice compliments of the casino. LOL!
     
  26. Feb 29, 2012
  27. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    That's right. There is nothing better, than spoiling the wife, is there ?
    The bad taste this left you with, can easily be washed away, with a nice dinner, and a bottle of champagne ;)
     
  28. Mar 1, 2012
  29. tamara

    tamara Newbie member

    Occupation:
    retired
    Location:
    Saint Helens Oregon
    vegas2web slow payout

    I made a withdrawal from vegas2web Feb 6th 2012. After the usual send in the front, and back of credit cards, and drivers liscense, copy of recent utility bill and fill out a deposit declaration form, a couple times, until they finaly say they recieved them.

    In the mean time I reversed most of my winnings but still have $700 that was suppose to be wired to my bank. I filled out my bank details to have it wired to my account. I had to give them my banking information at least 3 times.

    After I noticed it said withdrawal completed on feb 16 2012. I called and wanted to know why I havent seen it in my account.

    Support said they had trouble with the wire so they sent me a check an email that they had techincal issues and had mailed me a check. Drawn on the Canadian Imperial Bank of Commerce. My bank wouldnt touch it even though it said to pay in US funds. (they never sent an email).

    I called them up and told them It is very hard to cash an out of country check at a US bank. This is the reply I got:

    Hi Mark,

    Thank you for choosing Vegas2Web!

    We have had feedback from our Finance Team who requested the cancellation of your check. Once we receive confirmation from our Processor that it has been cancelled, they will re-issue it via wire transfer. We will provide you with further feedback once we have received this confirmation.

    Please feel free to contact us anytime should you have any further queries.

    Wishing you a lovely day!

    Kind regards,



    Jolene

    Vegas2Web

    I contacted them again today 2/29/2012 and was told it will take 15 business days to complete.

    I said "you are kidding right?"

    There response was: If you would read the terms and conditions you will see that it takes up to 15 business days to complete.
    I explained that it had already taken over 15 business days and I read that it should only take 10.

    I was then told that there financial dept was aware of the issue and that I would be notified as soon as the financial dept processes it.

    I dont seem to have any problems getting money to them. I realize our goverment makes it very difficult to process overseas banking transactions.

    Ya think they could just send players a debit card! will let you know if I do get paid.

    (I miss Microgaming :( and want it back!!!! never a problem) Oh, and by the way this is Tamara's husband, Mark. I am using her account for fear of backlash and consequence’s of having duplicate accounts per household.
     
  30. Mar 1, 2012
  31. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Let it sit there and enjoy yourself elsewhere with your wife using the $18K you won. In your fury, you could lose it all back and lose some of your other funds as well. This is a delaying tactic no doubt.
     
  32. Mar 1, 2012
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Clear case of game playing. They DID wait for a week until the player noticed nothing was progressing, and only then did they say they needed the form again. Nothing can detract from the fact that this "once you do this, future withdrawals will be hassle free" is a big lie, as clearly you are REPEATEDLY asked to resubmit the form, quite possibly every time a withdrawal is requested. If what they said was true, the initial thorough verifications would have ensured this second withdrawal was "hassle free" as promised.

    If the OP weakens and plays again, there is a good chance that yet AGAIN they will be asked to submit this form so that "future withdrawals will be hassle free".

    If this was a genuine reason, the request for the second form would have come as soon as the withdrawal was released from pending, and reviewed for processing. They clearly opted to sit on it and keep quiet, maybe hoping that the player would notice it was still pending next time they wanted to play, and just reverse it to satisfy the urge.

    One should NOT make it too easy for a casino to keep the money by walking away "on principle" as this could be interpreted by the casino as an indication of fraud, and that the walking away from a large amount is an admission that they have been busted, and no amount of complying with requests is going to get the money out of the casino, so best move on to the next mark.

    Bullshit like this should be dealt with by making the casino aware of how much future business it has cost them, which thankfully is what the OP did in the end.
     

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