Virtual/Ace Withdrawal Times Explained

TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
June 2012 took the 350% no rules bonus, deposited $35 I think, played several games, hit the max win on Mystic Dragon for $1000. Cashed out $850 played the rest. Docs were in order before hand. Communication with a rep was reassuring and polite during the whole waiting period, no mention of confiscations or any problems. 3 months and a week later, payment finally was received.

After stressing for over 3 months as to whether I was getting paid or being given the run around, now all bonus messages have stopped in my account mail. I asked a service rep if I was bonus banned for winning on the "no rules" bonus. I was told I could find bonuses on the web site, at 30x/60x wr and the big bonuses are only for those who haven't won or are new. I am now in the redheaded stepchild category.

I served my sentence of over 3 months to get my winnings and believe me, I was truly stressed over it. Payment was made by mail via check, stress continued thinking the check may not be honored.

Loyalty...., lost it during my hiatus.

Hi Punkin,

I'm sorry you experienced such a lengthy wait time on your withdrawal and I'd like to do some research as to why this has occurred. Also, I'd like to look into your current player status regarding bonuses, etc.

Can you please send me a PM with your casino username and the casino you made your withdrawal through? I'll check into it right away and report back as soon as possible.

Thanks,

Tawni
 

Bower50

Dormant Account
Joined
Jun 17, 2011
Location
Canada
Punkin got his money.Here's an idea.Check on those who have been waiting for months and still have nothing!!!!
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
Hi Punkin,

I'm sorry you experienced such a lengthy wait time on your withdrawal and I'd like to do some research as to why this has occurred. Also, I'd like to look into your current player status regarding bonuses, etc.

Can you please send me a PM with your casino username and the casino you made your withdrawal through? I'll check into it right away and report back as soon as possible.

Thanks,

Tawni

He ended up getting the money. You must be familiar with the tactics your own company uses when paying people, it really shouldn't be a surprise that this happened. I understand the reason why your post is done in a concerning surprising manner. I just want to make sure that anyone not familiar with the group understands this is the norm.
 

chuchu59

gambling addict
PABaccred
PABnonaccred
PABnononaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Hi Punkin,

I'm sorry you experienced such a lengthy wait time on your withdrawal and I'd like to do some research as to why this has occurred. Also, I'd like to look into your current player status regarding bonuses, etc.

Can you please send me a PM with your casino username and the casino you made your withdrawal through? I'll check into it right away and report back as soon as possible.

Thanks,

Tawni

I am not the least surprised. As BMW stated this is the norm. You had stated earlier in this thread the rationale behind your normal cashout period of 30 days. Unless you can cite strong reasons for not adhering to your own terms I fail to see how a casino group that arbitrarily delays cashouts ie not sticking to its prescribed timetable can climb out of the rogue pit. Over to you Tawni.

Meanwhile, on the issue of bonuses, despite not having played for ages I get weekly offers from Cool Cat and POC with welcome back bonuses. Ooo, I am so tempted to deposit not.
 

TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
You must be familiar with the tactics your own company uses when paying people, it really shouldn't be a surprise that this happened. I understand the reason why your post is done in a concerning surprising manner.

Please don’t make assumptions as to what I’m saying and/or doing. I’ve been with the company less than a month and I’m still learning everything there is to learn. I was hired with the understanding that I’ll be helping to facilitate change. Unless I can see what has happened and why it has happened, I will not be able to help make changes. I asked for a reason and that reason was not to provide lip service. My reason for asking is to get to the bottom of why this sort of thing happens.

You had stated earlier in this thread the rationale behind your normal cashout period of 30 days. Unless you can cite strong reasons for not adhering to your own terms I fail to see how a casino group that arbitrarily delays cashouts ie not sticking to its prescribed timetable can climb out of the rogue pit. Over to you Tawni.

IMO, this has less to do with finding our way out of the Rogue Pit and more to do with us fixing what is broken. This obviously needs to be fixed and this is what I’m working on. As I already said, I need to find out what is happening with these withdrawals. At least allow me a chance to get answers.
 

lnspin

Senior Member
webmeister
Joined
Mar 23, 2005
Location
WorldWide
Send cash in fed x envelopes, or money orders.. Many other casinos do this and there are no problems with it..

Maybe bitcoins.. Ask customers if they would like to be paid out in bitcoins..
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Please don’t make assumptions as to what I’m saying and/or doing. I’ve been with the company less than a month and I’m still learning everything there is to learn. I was hired with the understanding that I’ll be helping to facilitate change. Unless I can see what has happened and why it has happened, I will not be able to help make changes. I asked for a reason and that reason was not to provide lip service. My reason for asking is to get to the bottom of why this sort of thing happens.



IMO, this has less to do with finding our way out of the Rogue Pit and more to do with us fixing what is broken. This obviously needs to be fixed and this is what I’m working on. As I already said, I need to find out what is happening with these withdrawals. At least allow me a chance to get answers.

FWIW, I think what Tawni says is fair enough.

I.E. Don't shoot the messenger, as it were.

If it IS all lip service etc, it will all come out in the wash soon enough.

In the meantime, I think we should at least show Tawni....who is actual PERSON, and a new employee to boot....some basic respect until it is clear is it not warranted. So far, I think she has been reasonable and calm and genuinely (AFAIC) wanting to get something happening.

As I said, time will tell.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Send cash in fed x envelopes, or money orders.. Many other casinos do this and there are no problems with it..

Maybe bitcoins.. Ask customers if they would like to be paid out in bitcoins..

One still has to buy bitcoins, no? I.E. the operator still has to find a way to purchase large amount of BC with REAL currency. I'm no BC expert...I only have a basic understanding....but surely they would encounter the same issues in regards to moving money about the place? I'm happy to stand corrected.

Personally, I think sending cash is a bad idea all round. At least, on a large scale. If some unscrupulous FedeX employees got wind of the contents of these regular parcels, one might find them light or missing even. Who knows? Cash is a negotiable financial instrument.

I would think money orders might be the best of those options.
 

john39

Senior Member
PABnonaccred
Joined
Dec 31, 2013
Location
dfw
just a followup since I could not seem to edit my post

My request for the wire was about $2489 on 12/29
and the money gram and western union was 300 each on 3/30


I understand from the rep on the fist post it should take 7 days to approve (not sure if thats business days or just days)
This is on ruby slots

still pending at 9 days
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
Please don’t make assumptions as to what I’m saying and/or doing. I’ve been with the company less than a month and I’m still learning everything there is to learn. I was hired with the understanding that I’ll be helping to facilitate change. Unless I can see what has happened and why it has happened, I will not be able to help make changes. I asked for a reason and that reason was not to provide lip service. My reason for asking is to get to the bottom of why this sort of thing happens.

I apologize if it seems like I was making assumptions or posting in that particular manner. My statement was really meant to be in a factual sense.

When I say that you should be aware of problems I am saying such because you have stated you are hired to fix a problem and im sure the problems were described and not sprung on you. I also understand that you looking into these things may help you to do your job better, so of course I would expect you to look into it, but it would most likely fall into 1 of 2 categories: 1) Waiting for it to be played back 2) Waiting to see if player gives up on pursuing money.

I in no way, shape, or form have an issue with you personally nor want to come off as rude, but I believe you have also said you are prepared for these tough conversations.

I understand that you are new and your job is to help facilitate change. Your job may be tough, it may be easy, you may like it , you may not like it, but its your job and I understand you need to do what you were assigned to do. The fact of the matter is the owners/officers know what they need to do to change roguish behavior since they are the ones that implement these procedures that have labeled them as rogue. It really is not that complicated at all, they need to get the changes made, and make the announcement. and stick to it. So far I have seen a few changes on some time frames along with some excuses as to why it cant be as quick as the reputable casinos. It is the bosses/decision makers that will actually get procedures changed or not. In the meantime being a liaison between the decision makers and the players may bring some helpful information.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
I'll tell you what's always bugged me regardless of what casino is making the statement. The idea that problems within the US should affect the rest of the planet. I've said before I can sympathize with US players having problems getting their withdrawals processed but I'm not a US player. If other casinos can process my withdrawals within a few days there's no reason every casino can't. It's a matter of choice.

There's no reason a casino can't have more than one processor. If finding processors that cater to US customers is difficult and these processors suffer seizures and back logs then separate those customers and send the rest of the withdrawals to a processor that doesn't cater to US customers and doesn't have these issues.

This way you'll have a valid excuse for not paying US players in a timely fashion and you'll keep the rest of the planet happy at the same time.

It's like hearing it's going to take 3 months to get parts for someone else's car and I can't have my oil changed until those parts arrive.
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
I'll tell you what's always bugged me regardless of what casino is making the statement. The idea that problems within the US should affect the rest of the planet. I've said before I can sympathize with US players having problems getting their withdrawals processed but I'm not a US player. If other casinos can process my withdrawals within a few days there's no reason every casino can't. It's a matter of choice.

There's no reason a casino can't have more than one processor. If finding processors that cater to US customers is difficult and these processors suffer seizures and back logs then separate those customers and send the rest of the withdrawals to a processor that doesn't cater to US customers and doesn't have these issues.

This way you'll have a valid excuse for not paying US players in a timely fashion and you'll keep the rest of the planet happy at the same time.

It's like hearing it's going to take 3 months to get parts for someone else's car and I can't have my oil changed until those parts arrive.

Yes agree 100% that the casinos should easily be able to find international processors easily for international players along with probably much lower processing %. Who knows maybe casinos do have separate processors on such.
 

TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
Send cash in fed x envelopes, or money orders.. Many other casinos do this and there are no problems with it..

Sending cash would be the biggest mistake ever, for all sides. How would we protect ourselves from recipients stating they received a courier package which was empty? You're also making an assumption that we can process cash directly in the U.S., which is not the case, so any mail being sent would be under scrutiny of U.S. Customs. This is also why we would not be able to furnish any sort of money order payment. Imagine us delivering a money order, originating outside the U.S. Who would be able to cash this sort of payment?

This is not a simple problem, but we are actively searching for additional solutions.

I apologize if it seems like I was making assumptions or posting in that particular manner. My statement was really meant to be in a factual sense.

When I say that you should be aware of problems I am saying such because you have stated you are hired to fix a problem and im sure the problems were described and not sprung on you. I also understand that you looking into these things may help you to do your job better, so of course I would expect you to look into it, but it would most likely fall into 1 of 2 categories: 1) Waiting for it to be played back 2) Waiting to see if player gives up on pursuing money.

I in no way, shape, or form have an issue with you personally nor want to come off as rude, but I believe you have also said you are prepared for these tough conversations.

I understand that you are new and your job is to help facilitate change. Your job may be tough, it may be easy, you may like it , you may not like it, but its your job and I understand you need to do what you were assigned to do. The fact of the matter is the owners/officers know what they need to do to change roguish behavior since they are the ones that implement these procedures that have labeled them as rogue. It really is not that complicated at all, they need to get the changes made, and make the announcement. and stick to it. So far I have seen a few changes on some time frames along with some excuses as to why it cant be as quick as the reputable casinos. It is the bosses/decision makers that will actually get procedures changed or not. In the meantime being a liaison between the decision makers and the players may bring some helpful information.

I appreciate this, BMW and I completely understand everyone's feelings and frustrations. I'm doing my best and will continue to do so with the thickest skin possible. :p
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
Sending cash would be the biggest mistake ever, for all sides. How would we protect ourselves from recipients stating they received a courier package which was empty? You're also making an assumption that we can process cash directly in the U.S., which is not the case, so any mail being sent would be under scrutiny of U.S. Customs. This is also why we would not be able to furnish any sort of money order payment. Imagine us delivering a money order, originating outside the U.S. Who would be able to cash this sort of payment?

This is not a simple problem, but we are actively searching for additional solutions.



I appreciate this, BMW and I completely understand everyone's feelings and frustrations. I'm doing my best and will continue to do so with the thickest skin possible. :p
-------------------------------------->this is already in place by othere casino's /card rooms Sending cash would be the biggest mistake ever, for all sides. How would we protect ourselves from recipients stating they received a courier package which was empty? You're also making an assumption that we can process cash directly in the U.S., which is not the case, so any mail being sent would be under scrutiny of U.S. Customs. This is also why we would not be able to furnish any sort of money order payment. Imagine us delivering a money order, originating outside the U.S. Who would be able to cash this sort of payment?

its for deposite only on parchment paper 'cash arives daily please step up your game :confused:
 

swampwitch

ProfessionalUnderachiever
Joined
Nov 20, 2002
Location
Iowa, dammit.
Maybe I'm just slow, but I don't understand how iNetBet has absolutely NO problem sending me a good check to Iowa within seven days, yet here are four pages talking about how difficult it is for Virtual to get money to winners. Why don't you just simply ask iNetBet how to do things? Seriously, what da funk?
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
Maybe I'm just slow, but I don't understand how iNetBet has absolutely NO problem sending me a good check to Iowa within seven days, yet here are four pages talking about how difficult it is for Virtual to get money to winners. Why don't you just simply ask iNetBet how to do things? Seriously, what da funk?

your not at all slow :D there in need of a C.F.O. :D i not to long ago got a draft from the Philippines all tho that one was
creative i thought with fingers crossed but it cleared
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
Maybe I'm just slow, but I don't understand how iNetBet has absolutely NO problem sending me a good check to Iowa within seven days, yet here are four pages talking about how difficult it is for Virtual to get money to winners. Why don't you just simply ask iNetBet how to do things? Seriously, what da funk?

Heres a theory. The processors know the reputation of Virtual. Because of Virtuals rogue behavior they probably experience very high charge backs. The higher the charge backs the more the processor runs the risk of running into problems with "getting caught".

So basically there is no way in hell a processor for Inet, club world, etc is not going to process for a group like virtual. Its a business for the processors also, and they certainly don't want to ruin a good thing because of some clowns doing stupid shit at a rogue casino.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
I don't play at virtual, mainly avoid all rtg casinos due to never knowing if id get paid if I won, but I do feel sorry for Tawni if shes new to virtual as shes been left one hell of a mess to try and deal with , but tawni I see where you are coming from about time taking to process withdrawals but what you've got to remember is that although usa players haven't got a lot of choice where to play a lot of other countries do, you say yourself you need more customers so make it your priority to pay these customers quickly and you will get a lot more business once the casino is proven to pay fast , after all why would someone deposit and win knowing theyd have to wait a month to get paid when they can play same slots elsewhere and get paid in days, would be like if im in a hurry to get somewhere and needed a taxi, if one company says theyd get me a taxi in 10 minutes and the other says it will take 2 hours for a taxi who would I take
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
Please don’t make assumptions as to what I’m saying and/or doing.

Your purpose here or so you tell us, is to fix up this mess. Not complicate or twist it further. Hence, your statement above is a concern.

An assumption is founded by people who don't know the facts.
With this above quote, what in your posts have you said or done which is not true?

There must be something up or was this posted in an attempt to deflect :rolleyes:

The way I see it... VCG, Ace Revenue or any other known clip joint, has the ability to request removal from the rogue pit here at CM. But this comes with conditions. It's based on the proviso they have changed and are making a sincere and genuine effort to fix, what landed them in the pit to begin with.

Instead of reading posts by their i-Rep Twani which confirms these chances. All I am seeing is more of the same excuses, cop-outs and justifications for continuing to conduct business as usual. I have now faced that fact. This is just a BIG waste of my time in these threads because clearly, apart from a lot of hot-air, nothing is going to change because, VCG/Ace don't see these banking issues as a major problem.

If they did and were genuine, they'd be scrambling over themselves to fix it. Accredited RTG casinos here can pay USA players quickly, then so too can VCG/Ace!

It's not the players fault, VCG and Ace Revenue chose to be rogue and fudge billing descriptor #'s for CC processing. But from reading this thread and others by the rep, it seems that's the underlying justification and excuses here. As I said, nothing has changed and I don't think anything will.
 
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chuchu59

gambling addict
PABaccred
PABnonaccred
PABnononaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Please don’t make assumptions as to what I’m saying and/or doing. I’ve been with the company less than a month and I’m still learning everything there is to learn. I was hired with the understanding that I’ll be helping to facilitate change. Unless I can see what has happened and why it has happened, I will not be able to help make changes. I asked for a reason and that reason was not to provide lip service. My reason for asking is to get to the bottom of why this sort of thing happens.



IMO, this has less to do with finding our way out of the Rogue Pit and more to do with us fixing what is broken. This obviously needs to be fixed and this is what I’m working on. As I already said, I need to find out what is happening with these withdrawals. At least allow me a chance to get answers.

Tawni,

I understand that you have only been with the company for less than a month but Virtual has been around for ages literally. I told you that you could face a hostile reception here and the owners of Virtual needs to back you up with actions if they want to be removed from the rogue pit. You cant blame us for being skeptical on your desire and willingness to fix things. We have given Virtual umpteen times in the past and so far I have not seen anything that leads me to believe this time will be any different. I hope I am wrong though. Please continue to do your job. In the meantime, we will be putting tougher questions to you. It was never meant to be easy was it?
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
I should have added this to my previous post but at the time, I didn't think of it.

This Probation thread hasn't had any life in it since December
https://www.casinomeister.com/forums/threads/the-virtual-casino-group-and-ace-revenue.59668/

And this new thread, https://www.casinomeister.com/forums/threads/60433/, should have been part of the Probation thread or commenced a sub thread attached to it. Not split to another section all together imo.

When I had bricks and mortar businesses and I needed business finance, I'd supply the bank with a proposed forecast of how the money their lending me, not only would be used, but also the estimated growth the business would generate etc. etc. over a two year period.

Maybe it's my business background at work, but I would have thought any company wanting to exit the rogue pit, would have, well before commencing these threads, spent time correlating a solid action plan, one which systematically addressed their previous shortcomings and provided members with not only an overview of these actions, but ongoing reports to how they are progressing through these issues.

Doing this would show members a sincere commitment to making things right. Because actions speak louder than words ;)

Instead, There are 2 VCG/Ace threads, one has 36 pages and the other 5. And of all these posts with lot of words and promises, are we any wiser, has anything substantial other than blah...blah...blah been accomplished? IMO, no!

~EOT~
 
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TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
Heres a theory. The processors know the reputation of Virtual. Because of Virtuals rogue behavior they probably experience very high charge backs. The higher the charge backs the more the processor runs the risk of running into problems with "getting caught".


This is not the case. Chargebacks are an issue for us, however, no more so than other casinos. Also, inbound processing is handled by separate processors and are not the same processors used as outbound processing (with exception of Western Union and Neteller).

And this new thread, Link Outdated / Removed, should have been part of the Probation thread or commenced a sub thread attached to it. Not split to another section all together imo.


It was already explained that Max felt it best to move this discussion to ATB due to the sensitive nature of discussing U.S. processing, which you can see at this point, clearly is the discussion. I’m not trying to hide or bury anything. If Bryan or Max want to link the two threads together, it is up to their discretion to do so. I have no problem with this, whatsoever.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is not the case. Chargebacks are an issue for us, however, no more so than other casinos. Also, inbound processing is handled by separate processors and are not the same processors used as outbound processing (with exception of Western Union and Neteller).




It was already explained that Max felt it best to move this discussion to ATB due to the sensitive nature of discussing U.S. processing, which you can see at this point, clearly is the discussion. I’m not trying to hide or bury anything. If Bryan or Max want to link the two threads together, it is up to their discretion to do so. I have no problem with this, whatsoever.

Surely having the same processor for inbound and outbound would minimise delays, as the processor would have incoming deposits with which to pay winners. Normally, payments back to players are less than deposits coming in (the basic cause of a business making a profit).

Your Neteller processor has to be the world's worst if they take 30 days to send a payment back to Neteller. Neteller claims it's processing is "instant", and with a competent processor it is. There is no need for the Neteller processor to have anything whatsoever to do with the US side of the business, nor the Canadian side for that matter. Further, since with Neteller it's the same processor handling the transactions in both directions, withdrawals should be paid next business day, maybe the day after, but most certainly in the same week!
 

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