Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Casino Plex Complaint - Read This!
Ok here is the BS I received from casinoplex after making a withdrawal.
They asked for notarized ID to be sent via mail. Not email, but actual hard copies be mailed to an address in the Philippines. Personaly I feel this is over the top request, but I want my money so I go and do this. When my docs finally reach them weeks later, they have the nerve to tell me they are unable to verify my notar & go get another one done somewhere different. This is insanity to me!!!! So I sent them an email containing several links where they can verify my notar. I also sent his name address and phone, not in link, I typed it out for them. And are you ready for this?
They said “We are not authorized to open links.” The notarized ID that you previously sent us was declined by the security department as they are not able to verify the validity of the notarized ID. We request that you go to an official public notary office and have your documents notarized again.
WTF my notar is “an official public notary”!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
They made no attempt to verify his information. What, they are not authorized to do a google search either? So how I ask, would they be able to verify a 2nd notar, if they are not authorized to verify the first one I sent who is “AN OFFICAL PUBLIC NOTARY”????? Why on earth would I go to a 2nd notar, spend my time & my money to have them tell me they are “not authorized to verify that one either?
Has anyone experienced this same nonsence? If so, what has been your outcome & did you send additional notarized documents a 2nd, 3rd or 4th or how many??????
Good afternoon,
I was only made aware of this complaint yesterday and passed the customers account information this afternoon. By the time I checked it, her account and documents had been verified, and the withdrawals already processed.
I can only apologize for any misunderstandings or delays, but it would seem the matter has already been resolved directly with our support staff and as such I did not need to intervene. Additional docs were indeed requested from the player, as is our policy for withdrawals of that size, and I am sorry for any inconvenience the process may have caused. As I'm sure you all understand, such measures are in place to prevent any potential fraud and as such protects the both the company and genuine players.
I will be discussing this with my colleagues in the customer care department to ensure that in the future issues like this are handled better and the lines of communication more effectively used internally also.
Thanks for your time,
Ian O.
Marketing and affiliates - E-Play24.com
CasinoPlex/PokerPlex24
I am pleased to say, Casino Plex has accepted my notarized documents. As of yesterday, they have made partial payment to me.
I will post again when I have been payed in full.
Thanks for the update. Please let us know when you get the full payment so we can consider this case resolved.
I am trusting that is resolved & that I will receive full payment in 30 days. I will post update when final payment is made, as you asked.
As we cannot keep this complaint open for 30 days, we will consider it as resolved. If you in any case don't receive your funds, or have any question or problem, please do not hesitate to contact our support via email and we will reopen this case for you.
As promised, I wanted to post that Plex paid my final payment. However, my attempts to "add comment" have failed. If possible, can you add this to the post for me?
Kind Regards
Diana
Leave your comment about this complaint
- Slots
- Table Games
- Video Poker
- Specialty Games
- Microgaming Games
- NetEnt Games
- Playtech Games
- RTG Casino Games
There are no user reviews yet. Be the first to post a write your own review in the form.
Write your Review