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I’m really disturbed by two developments at the Wager Share casinos.
1) I made a withdrawal at Jackpots in a Flash 16 days ago, and I still have not yet received all my funds. Of a $1200 withdrawal, I have so far received two payments of $400 each. Emails and chats to the casino just yield a “We’re checking on it” response.
2) Over lunch with a friend this weekend, I learned that Ruby Fortune is giving him the runaround on his first ever withdrawal there. He had been a player for about a year, and had never made a withdrawal. Now that he’s trying to withdraw something, he’s having trouble.
I’m seriously concerned that you may be treating all my players this way.
Hi Ken
Please rest assured that this is highly unusual for the treatment of players at The Palace Group of casinos. Please can you either private message or email me the account numbers in question so I can take this up with the head of the support agents.
I’ll update you as soon as I receive more information.
Best regards,
Tim
PM on the way. Thanks Tim
Tim I too out of the blue got an email my Ruby account was closed and they needed some documents sent, I did that and still no reply this is gone on for 2 weeks now.
Thanks for the PM Ken, I have the head of the call centre on the case and will report back once I’ve heard from him.
Bonustreak – please can you send me your account number so I can investigate this for you.
Thanks
Tim
Hi Ken
It looks like these problems are due to errors made by Proc-cyber when trying to process the payments. We’re tracking down which agents were involved to get to the root of the problem. Your final payment of your cash-in has now been processed, please accept my apologies on behalf of The Palace Group for any incovenience that has been caused.
The problem with your friend’s account was that the utility bill he had sent in wasn’t clear but the support agents are now going to process the cash-in.
Best regards,
Tim
Hi Bonustreak
The support agents did reply to you when they received your identity documents, however it appears that PCS were dragging their feet again here so the head of the call centre is busy rolling some heads at Proc-Cyber.
Your account should be open again now.
I’m sorry for any inconvenience.
Best regards,
Tim
Hi,
well you know that explains a lot to me in respect to some of the complaints I get; not saying that about any one program (WS included) but rather on a general point.
what sucks about this is – that people at Proc-Cyber are not going to be as concerned about a casino’s reputation as the casino is going to be …
I definitely think this should be a point of address for owners of casinos next time they are in talks with the proper people.
Proc Cyber – nor anybody else aside the casino; should ever be in a position to make the casino look bad.
… point made is this thread. I nearly shit when I read it and saw so many complaints. If not for Tim’s explanation WS would have been in serious jepardy of coming off my sites.
Hi Steve
I completely understand your point of view and rest assured that the casino is particularly unhappy about this situation. Proc Cyber will not be getting away with this lightly.
Best regards,
Tim
