Did not recieve withdrawal from High Noon Casino

RESOLVED
posted on March 27, 2012.

On March 2, 2012 a withdrawal for $2500 was approved and was to be sent to my checking account via ACH. To date I have not recieved these funds. I have repeatedly contacted HighNoon and keep getting told different stories. I am told: Problems with ACH

Processors, waiting on information from Processor, players are recieving wire transfers because of problem but I would not because my bank will accept ACH that funds should be in account soon, tommorrow, Monday, etc. I have requested funds be transferred by wire transfer but was told they do not have the funds. I requested information so I could contact processor myself and was told they use several processors and do not have that information for me,

Below is a screen shot of some of the email conversations I have had with High Noon. I have also called several times.



No funds deposited into my checking account today....can these funds be wire transfered PLEASE






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Date: 3/27/2012 12:12:13 AM

From: Customer Support Manager

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Hello Kathleen,

Thank you for contacting Us.

I am the supervisor on shift and can assure the cashier are aware of your withdrawal not being received yet.

The reason you have not received it yet is due to the major issues with our ACH

processers.

So withdrawals are taking a lot longer than usual to receive our management are looking for different channel to set up new ACH processing.

This is the correct information that I have given you and once thee is any updates the cashier will get in contact with you by email.

I have added a bonus for you

10 x playthrough and 10 times max cash out.

Games excluded are:-

 Baccarat

 Craps

 Roulette

 Sic Bo

If you have any other questions please do not hesitate to contact us.

Kind Regards,

Julie

Customer Support

High Noon Casino

"Entertaining the world"

Our Toll Free no: 1-866-893-4612






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Date: 3/26/2012 10:16:04 PM

From: kjberg

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yes add a bonus to my account for the inconvienience. Who do I need to speak to to get this problem resolved. I have requested a wire transfer as I was told that other players were recieving their previous ACh withdrawals by wire transfer but that my name was not on that list because my bank would accept ACH and that the money would be in my account by Monday....March 26l...it is not there....each person I speak with gives me a different story. Please have someone from cashier contact me regarding this matter as customer support does not appear to be able to resolve the problem.






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Date: 3/26/2012 9:31:59 PM

From: Customer Support Manager

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Hello Kathleen,

Thank you for contacting us at Customer support.

The issue we have been having is with our ACH processers that the cashier is trying to resolve at the moment so withdrawals through this method are taking a lot longer than they would usually.

I can not give you an exact time in which you will receive it all I can do is give you my sincere apologies for the delay and that you will receive it.

I have forwarded your email over to the cashier to let them know you have contacted us and they will email you with any updates as soon as we know more.

I can add a bonus in your account for you if you would like just let me know.

If you have any other questions please do not hesitate to contact us.

Kind Regards,

Julie

Customer Support

High Noon Casino

"Entertaining the world"

Our Toll Free no: 1-866-893-4612






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Date: 3/26/2012 1:02:00 PM

From: kjberg

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what do you mean the processors are down...i have been told my bank will accept ACH and I shold have money by Monday...then told now Tuesday....what is the real story.....are processors down or is my money on its way? I do not see a bonus in my account either...I played this morning on money i deposited...how much was this bonus for my inconvience. I REALLY NEED THIS MONEY BY END OF THIS MONTH. Is it possible to speak with the person that is actually in charge of handling my account. I am a good player and do not want to stop playing at High Noon ...but it is about to come to this.






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Date: 3/26/2012 12:23:47 PM

From: Customer Support

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Hello Kathleen,

Thank you for contacting High Noon Casinos,

We do not have a pacific time on when the money will be in your account as the processors we use are down and we are awaiting an update from them,

For the inconvenience i have put a bonus into your account

10 x playthrough and 10 x max cash out.

Games exclude :

· Baccarat

Bingo

Craps

Poker

Roulette

Sic Bo

Thank you

Siobhan

Customer Support

High Noon Casino

"Entertaining the world"

Toll free no : 1866 893 4612






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Date: 3/26/2012 12:15:11 PM

From: kjberg

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i check my checking account and payment has not been deposited. I called and now have been told that money's were reprocessed last week and I should recieve by Tuesday. Is this the case? Please advise. I am getting tired of hearing wait til tommorrow. You should be able to now give me a specific date when the money should arrive in my checking account.






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Date: 3/23/2012 2:41:51 PM

From: Customer Support

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Hi Kathleen

Thank you for contacting customer support.

I would advise to wait untill monday and if you dont

receive your money please contact us again.We are unable

to change this at the moment as money are already posted.

Hopefuuly you will receive them soon.

If you have any other questions please do not hesitate to contact us.

Kind Regards,

Kate

Customer Support

High Noon Casino

"Entertaining the world"

Our Toll Free no: 1-866-893-4612






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Date: 3/23/2012 1:16:30 PM

From: kjberg

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Karolina

I phone today to check on the withdrawal and was told by a casino representative that my bank will accept the ACH and I should be recieving it today or Monday, Is this not the case? I am confused. At this point if the ACH can not be processed by Monday, I would request that you either do a wire transfer immediately so that I recieve the funds by Monday. I appreciate your assistance with this matter.

Kathy Berg






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Date: 3/23/2012 12:03:15 PM

From: Customer Support Manager

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Dear Kathleen,

Thank you for contacting us.

I do apologize about the whole delay with recent ACH transfers.

The processing company confirmed that they are going to resolve the issue and currently our management is looking for different channel to set up new ACH processing.

We still awaiting for the final confirmation in regards to the funds you should receive.

I’m expecting some more information on Monday and as soon as we have confirmation you will be notified and we will try to come up with some solution how to get the money to you as soon as we can.

Once again sincerely apologize about the inconvenience.

Regards,

Karolina

Customer Support Manager



posted on March 28, 2012.

Hi, there is not much more that we can tell you currently as you have been kept informed along the way it seems from your chats and phone calls.

There have eben problems with ACH where a batch of payments did not successfully complete, and the funds seemed to disappear.

We sourced a new processor and sent through a test batch to see how this works out. Right now we are waiting on confirmation that these are delivered safely to the player before we work on the backlog of payments. They should be landing today so i guess we'll get confirmation by the end of the week. As always when working with a thrid party the informaiton is delayed and sometimes sketchy but we'll always try and keep you up to date where we can.

Yes this is an unfortunate situation and all I can ask of you right now is to be patient and you will receive your funds. Sometimes its not just as easy as wiring you the money, although I wish it was.

Hopefully we'll have all the outstanding wires cleared up over the next 7 days.

Sorry for the delay and please keep the faith, you will receive your funds as soon as we can get them to you.

posted on March 28, 2012.

I received an email from HighNoon stating that funds were reprocessed and sent via wire transfer and I should receive by end of this week latest. The response you provide here does not seem to say the same thing....so once again I am confused about when and how funds will be revieved.

posted on March 29, 2012.

Obviously there have been developments in the status of your cashout, you are advised to follow the information you receive directly from the casino.

posted on March 29, 2012.

Earlier this week I recieved email from High Noon stating I would receive funds "by end of week latest." Although the response I recieved here was different and the next response was to follow what I hear from Casino directly, making me believe that I would recieve the funds in my cchecking acount by friday latest.Ttoday, to my suprise, the funds were redeposited into my casino account. I have now requested a withdrawal via check......I am now told another 3 - 5 business days to reach me. I will say that the withdrawal was promptly approved so now I wait to see if the check arrives as promptly. This process has been very confusing as I keep getting different stories. I hope this will be the end of it and I recieve the funds.

posted on April 3, 2012.

I am happy top say I have received my payout from HighNoon via check. I wish that HighNoon had resolved this matter in a more timely manner and my biggest complaint is that each time I contacted them I was told dofferent stories. In the future, my suggestion would be that one person be assigned to the account so that information given to customers is accurate. This may help in making the customer feel more confident that the matter truly is being handled as efficiently as possible and that they are not getting the run around. I have had withdrawals from High Noon in the past with no problems and although I was getting nervous that my recent withdrawal would not be paid, in the end they came through, Thank you High Noon....I will continue to play :-)

AskGamblers
posted on April 4, 2012.

 Case solved!