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A recent thread I posted here described a payout that was still not complete after 16 days from Jackpots in a Flash. Your response was that “Proc Cyber will not be getting away with this lightly.”
Well, you still have a problem.
I made a $500 Neteller withdrawal from Mummys Gold on April 28th, two weeks ago today. So far, nothing.
Apparently, you guys don’t understand how damaging this is to the reputation of a casino, and online gambling as a whole. Let’s say I happen to send you a brand-new player, one who has never once played at an online casino. How likely do you think that any of us will ever make another dime off that player if their withdrawal request is completely ignored for two full weeks?
And of course, that player would also tell everyone they know not to play online. C’mon. You MUST do better than this.
It’s been a bad few weeks in affiliate land, between Washington state’s law, the scraper crisis, the continuing saga of the Congress prohibition attempts, and news of likely cheating at English Harbour. We don’t need well-respected casino groups getting a bad reputation for timely payments on top of all our other current challenges.
Sorry to pick on you Tim, but this is important stuff.
Perhaps there is a connection here:
http://www.casinomeister.com/forums/online-casino-poker-complaints/12388-unbelievable.html
Connected, perhaps. But my withdrawal was Neteller, not check.
Hi Ken
I’ve spoked to the head of the call center about this and he says the problem is you never completed the cashin, the $500 is still sitting in your account. If you cashin your winnings via the banking module, they will be processed promptly.
Please let me know if there’s anything else I can help with.
Best regards,
Tim Whyles
I don’t know about this particlualr case, but it is a common complaint among players that they make a cashout, wait a week or 2, and then say, “where is my cashout?” Then they open the software and find the casino had put the money back in their account without telling them. when the players asks why the money was put back in their account the casino’s answers are
- you didn’t complete the wagering requirements
- you didn’t send your documents
- we couldn’t read the fax
Often the casino is wrong about one of these and the money gets cashed out, but with a 3 or 4 week delay.
I’ve always assumed that the casinos did this hoping the player would decide to play the money off instead of cash it. Either that or it is beaureaucratic ineptitude.
I’m not saying this is a wagershare problem. This is an industry-wide problem.
It is likely that this cashin was reversed by the casino, though I unfortunately can’t say for certain since I don’t take screen shots of withdrawals. Is it possible that I didn’t complete my withdrawal? I suppose. But it would be the first time in memory that I did that, in many hundreds of withdrawals over the years. I’m guessing it was reversed by the casino. I’ll try again today.
Hi Ken
I can assure you that none of the casinos or poker rooms under The Palace Group employ any tactics to stall cash-ins, it’s not only underhand but also makes no business sense. Players like to receive their cash-ins quickly, and a happier player tends to spend more so the support agents always try to process as quickly as possible.
I did point out to the support agents that you could hardly be qualified as a newbie when it comes to gambling online and that it would be unusual for you not to have completed the cash-in correctly, however they’ve shown me proof that no cash-in was ever registered on the system. It does therefore look like that’s what happened.
If you wish, then please feel free to take screenshots when you process your cash-in this time.
Best regards,
Tim
Just posting the resolution…
I withdrew on Monday morning, and was paid this morning (Thursday).Wagershare … I took notice of this incident. It’s not a feather in your cap. Please, try a little bit harder / faster to do the right thing.
I wanted to update this thread with an additional piece of information. When I did re-withdraw, I noticed that the banking module had changed and they have added a couple of extra pages to the process.
This could mean a couple of things that lend credibility to the idea that I didn’t successfully complete my withdrawal. 1) I think the change increases the chance that I could have just goofed, not paying enough attention, and somehow didn’t complete the withdrawal. or, 2) There’s probably a greater chance of a technical issue because of the switchover in the banking module.
In any event, I’m willing to ignore whatever this issue was, and I’ll give this program the benefit of the doubt that the prior trouble was sufficiently addressed with Proc Cyber. At some point in the future, I’ll likely have a player test their payout handling anonymously.
