Thanks Maphesto!

That's an example of how much easier it is for us when the player is not in the US

UPDATE - I received a check today from Vegas Strip (Virtual Group) for my final payment owing in full.

Ingrid - thank you for your involvement and ensuring i would receive payment without any further delays. so far having you as our casino host/manager has been a pleasure!

Thanks Soda! I didn't do much since when I got to your case everything was already in motion, but I was happy to check on it

Hi BMWest,  I received your PM and email, I'll see if there's anything I can do and write back to you soon.

Hi Soda,

Thanks for your feedback.

I do have to defend CS on this one.  Our processor is sent the check information and they proceed to send the check. However, it takes 3 to 5 business days for them to send the tracking number back to us and for our Accounting department (which is in fact closed on weekends) to include it in the player's account.  So sometimes it happens that by the time we get the tracking number, the check has already arrived or is about to.  That's why I told you I think on Monday that we would have a tracking number for you soon.

Regarding the change in your method, this was a situation out of the ordinary.  Because of banking restrictions, EcoCard is definitely not one of our most used methods, so it's rare that our accounting department can send the money through it, especially when the amount is high.  They were trying based on your Casino host's request, but they were unable to at the end.  I believe he would have told you, but I told him that I had already spoken with you, so I imagine he considered it done.

Since we process hundreds of withdrawals per day, it is obviously better if you have someone like me or your casino host looking after your withdrawal.  However, CS just follows procedure and is sometimes restricted to comments in the player's account.

Best regards,

Ingrid

Ingrid,

I think it is really great what you are doing with your casino group so we have confidence that we will be treated fairly and get our withdrawals. 

My only gripe  is that it takes a minimum of 15 days for withdrawal.  I realize you are a big group and do many payouts, but last night I cashed out from a casino and had the funds in my usemywallet in 2 hours!  Now I don't expect every casino payout to be this fast, but 15 days is a long time to have money tied up. 

Your comments would be appreciated.

Thanks,

medtrans

Hi Medtrans,

Basically the size of our group makes it difficult for us to pay in less time, this is mainly due to US restrictions and therefore banking limits.  Also, the amount of bonuses we offer makes the process of checking accounts longer than we would hope, due mainly to bonus abusers.

I know this is probably not a satisfying answer and I would love to tell you we can send your money in two hours, unfortunately that is not the case.  Perhaps when the law changes we'll be able to reduce the time it takes.

In the meantime, all I can do is try to get payments to you in 15 business days and allow you to enjoy our bonuses and other advantages with peace of mind

Best regards,

Ingrid E.

Hi Mamrone,

Thank you for your feedback.

I don't know if you've been following the thread but you're right, for a couple of months we had some trouble sending payments due to a processor that was down, and even before that, payments would take longer than 3 weeks.  However, the idea now is that we are attempting to bring our average time to 15 business days.  If you request a withdrawal, please feel free to PM me your username and casino and I'll be happy to oversee it.  In any case, withdrawals are taking less time than they used to, even without my help.

If you were moved to "Advanced player" it means your gaming skills were analyzed and you are considered a knowledgeable player; the casino considers that you do not need bonuses in order to win.

Sincerely,

Ingrid