prism aff mngr 
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Hi Amy, Since I started posting I have accepted the fact that it takes us longer than other casinos to send withdrawals. Usually it takes 3 weeks for us to send them, sometimes there are delays of a couple of days, but 3 weeks is the norm. As I mentioned in my post above, we've had some unfortunate delays in the past couple of weeks and this is why everyone is upset. But if you review this thread from the beginning or the one I was posting in before (longer than this one), you'll see the average is indeed three weeks, and we will be back there soon. In the meantime, if anyone has a withdrawal pending, please let me know as soon as possible so I can keep an eye on it. It is indeed complicated to send funds to some countries, it's part of why it takes longer than we wish it did. Why does it take longer than other casinos? Because we are a much larger group, send thousands of dollar per day and receive thousands of new accounts each day that request bonuses and withdrawals. We are not the fastest-paying casinos out there, but we have great bonuses and promotions that not many can offer. I can assure you all legitimate winnings are paid, it takes three weeks or sometimes a little bit more, but they are paid. Best regards, Ingrid |
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amyspear
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Thanks Ingrid, I appreciate your reply. Please know I am not trying to make your life more difficult. I am just trying to understand these issues and you have been extremely responsive, which I appreciate very much. I understand you are a large group of casinos and that is the explanation you provided for the reason it takes longer for your casinos to pay out. The other representative gave the explanation that it was due to legislation and hoops to jump through. Maybe it is a combination of both. These questions/suggestions remain: Are there ways to provide better service, possibly by managing customers' expectations by informing them up front that it will take up to a month or longer to get their payout? Along those lines, Is it ethical to advertise quick and easy payouts when that is not the case? Can new deposit and withdrawal methods be implemented, i.e. ewalletxpress and other methods to shorten the wait for payouts? These things might make your job easier as the ambassador for the group of casinos! Maybe you can suggest to the powers that be? Thanks again, amyspear |
Hello, my name is Amy and I'm a gambling addict...Oops, wrong board.  |
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prism aff mngr
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Hi Amy, Thank you very much for your understanding and suggestions. All the reasons given by CS, Withdrawals and me affect how long withdrawals take on a regular basis. I did have a meeting yesterday with the Withdrawals and Customer Service managers to see if we can improve the communication with players. The main problem is that representatives are used to giving information based on how lon it usually takes us, these past couple of weeks processes have been delayed so the information provided was no longer accurate. I'll talk to our marketing department about the quick payouts term, however, I can assure you that we do try to make payments as quickly as possible under given conditions. I will suggest eWalletXpress to our Finance department, thanks! But we do have methods such as QuickTender or NETeller that go straight to the player's account, it is up to the player to request the withdrawal through that method. Thank you once more for your feedback Amy, I really appreciate it. Best regards, Ingrid |
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katy
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Firstly over a month after i first requested it, my neteller account has been credited with $40 from Palace of Chance, i must admit i was pretty convinced the whole thing was a con, so much so that i nearly didn't bother sending all the id in!! Had it not been for Ingrid, I'm pretty sure id have still been waiting in 6 months lol, therefore a big thank you to Ingrid xx. Secondly i still have a few issues that I'd like to ask Ingrid:- 1. You said as this was a cashback free chip and i could only withdraw the amount of my deposit. I have deposited £66 /$109 but only received $40. 2. What happens to the remaining $280 (showing as withdrawable in the cashier) in my account? 3. Petty but still an issue, as you can imagine, managing to play through the bonus play through requirements means i must have spent hours and played through thousands, but last time i checked, my loyalty points stood at about 7....surely this must be higher? Again, thanks for your help Ingrid |
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JordanG
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Ingrid, Why is that you ask everyone who has waited 10 business days for their withdrawal requests to be approved to contact you, when I was told it takes 10-15 business days for both stages of the withdrawal..to be approved/processed, than to be sent? I understand that there has been delays, but shouldnt you be stating over 15 business days than?
Amy, Excellent posts, A lot of your questions I have as well and I am sure many others do too.
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JordanG
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Ingrid,Can I please have an update today, Friday afternoon on my withdrawal.. I was told by email from Lilly with POC. Also is this information correct? If you withdraw money a certain method and either want the money bank wired or a check or western union, than why doesnt the customer get his/her money the way he/she would like to receive the funds??  Below is what Lilly with Palace of Chance emailed me back on Wednesday the 11th.. "Thank you for contacting us, your withdrawal might be sent through any of the pay out methods available in the processor, unfortunately we don't know what it will be until the processor send it and places a note in your account with the information. So far there's no information about how it will be paid. Contactme on friday afternoon, and I will check the notes from the processor." Best wishes, Lilly POC Withdrawals Department -------------------------------- Hope to hear back from you later this afternoon Ingrid, Thanks for your help.
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JordanG
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This is now what I am being told....This is Lilly with POC.
Let me kindly inform you that the payment of your approved withdrawal (Paid $1,000.00 No fees charged this time) was sent through Bank Wire. Please remember that our bank does not send the transfer directly to yours there is a third party bank and maybe a fourth too until the transfer gets to your bank. So we only need to be patient.
So whats this mean..another 30 business days wait? This is getting ridiculous.
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prism aff mngr
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Ingrid, Why is that you ask everyone who has waited 10 business days for their withdrawal requests to be approved to contact you, when I was told it takes 10-15 business days for both stages of the withdrawal..
Hi Jordan, I want people to contact me if at the 11th day their withdrawal hasn't been approved because then I considered it delayed and can step in. Ingrid |
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prism aff mngr
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Hi Jordan, We are at GMT-6 so it is still Friday morning here. Your wire transfer was sent yesterday and it usually takes 3 to 4 business days for it to reach your bank account; this is standard, you may ask your bank if you wish. I had already answered your other questions by PM and you answered back so I'm not sure why the post; in any case, I explained that representatives have access to less information (or more standard information) than me and so you didn't need to continue contacting them, I even promised it would be sent this week and by wire. Best regards, Ingrid |
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prism aff mngr
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1. You said as this was a cashback free chip and i could only withdraw the amount of my deposit. I have deposited £66 /$109 but only received $40.
2. What happens to the remaining $280 (showing as withdrawable in the cashier) in my account?
3. Petty but still an issue, as you can imagine, managing to play through the bonus play through requirements means i must have spent hours and played through thousands, but last time i checked, my loyalty points stood at about 7....surely this must be higher?[/center][/center]
Again, thanks for your help Ingrid
Hi Katy, 1. Terms on a promotion are always done by deposit, not considering all your past deposits. You deposited $40, requested a bonus code that gave you 250% + 250% cashback. So you first played with $140 and when you lost it, you received a $100 cashback chip (where your winnings came from). The terms of this casino say that your maximum cashout from a cashback chip is the amount of the deposit, in this case, $40. 2. The leftover money was removed from your account when your withdrawal was approved. 3. The way comp points work varies from one RTG casino to another. In some casinos, for example, you receive 1 comp point for every $10 you wager, but 100 comp points can be redeemed for $1. In our casinos it varies depending on your player class, but a new player receives 1 comp point for every $1,000 wagered (in Slots), but 1 comp point can be redeemed for $1. You have wagered $9,000 so you have 9 comp points, the equivalent to $9. Let me know if you have any further questions. Best regards, Ingrid |
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JordanG
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Ingrid, Not sure why the post? To show everyone how ridiculous this has been, thats why.. 3 to 4 MORE business days? Why wasnt the money just sent 2 weeks ago and than I would be waiting 3 to 4 business days for the money..? Thanks for all you have done, Just wish this wouldn't be such a problem!
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katy
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well said JordanG - fingers crossed you'll get your winnings soon xx
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JordanG
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Thanks Katy, Are you still awaiting a withdrawal from them as well?? I hope I get my money too, or else my legs are getting chopped off, and so will the sites because Im not going anywhere, I will continue to contact every single forum and site representive via live chat and email until this money is received..especially if I dont see it after 3-4 more business days since this money is suppousdly sent to me but there is no tracking number or proof that it was sent to me via bank wire...  |
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prism aff mngr
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I hope to hear from you soon. I was told last week it would be approved by today at the very latest, still nothing.
Hi Lakoda, In case you didn't receive the email, please know your withdrawal was approved that same day. I sent you a PM asking for some info and I haven't heard back from you (I sent you an email as well). Could you please check your messages in the menu above and write back to me? Thanks! Ingrid |
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