Royal Vegas Casino - Unpaid Withdrawal for 7.907 CAD

RESOLVED
ken23lau Canada
posted on September 12, 2014.

On August 14th, 2014 I made my very first withdrawal in the amount of $7,907.27 Canadian Dollars. After slight trouble with the verification process, my documents were finally accepted. However, after a week I got an email stating that the InstaDebit (my e-wallet) account does not exist and thus the funds couldn't be sent, even though this was the account that I used to deposit my funds. Fair enough, I changed my withdrawal method to electronic cheque which sends the funds directly to my preferred bank account. The funds were then claimed to have been processed on August 29th, 2014 and I have to allow 3-7 working days to have the funds appear in my bank account. Subsequent to August 29th, I have also made 3 other withdrawals that have indeed appeared in my bank account in 1-2 working days. These were in the amount of 1,800, 300, and 142 respectively. It has since been 10 working days and all the response I'm getting from the customer department is to wait for feedback from the processor, which I also never got.

posted on September 15, 2014.

Hi

Please mail me your account details at [email protected] so I can investigate the matter and get back to you.

Regards

Wim
Operations

ken23lau Canada
posted on September 15, 2014.

I have sent my account username. Is there anything else you need me to send?

posted on September 15, 2014.

Hi

Thank you for the details.

I am busy investigating the issue and will get back to you as soon as possible.

Regards

Wim

ken23lau Canada
posted on September 16, 2014.

This is just a response to confirm that this issue is unresolved.

posted on September 17, 2014.

Hi

I am not sure about your heading of "Withdrawal of 10 000 CAD" as we are only aware of the withdrawal of 7 907.27 CAD.

However, as you stated, the withdrawal was eventually processed on 29 August via eCheck as 3 previous attempts to process the withdrawal to your Instadebit account failed due to an incorrect number.

We are waiting for our processor to confirm the payment has been made and, until we get this information, we can unfortunately not do anything else.

Please be assured that we are regularly following up with them and as soon as we have an answer we will get back to you immediately.

Regards

Wim

ken23lau Canada
posted on September 17, 2014.

Correct, I did not make the heading of this complaint. The issue is regarding the amount of 7,907.27.

I understand that it is still being processed but it has indeed been an unusually long time and I have yet to see the funds in my account.

AskGamblers
posted on September 17, 2014.

We are sorry for a typo.

posted on September 19, 2014.

We have received information from e-Check that the transaction was, for some reason, in a pending stage with them. Whatever the reason for the delay, it is unacceptable that you have had to wait so long for your withdrawal to reach your account.

The transaction will be processed today again and should take 3 - 4 business days to reach your account. Please let me know when you have received it.

Again, our apologies for the delay. E-check are putting measures in place to ensure this type of error does not occur again.

ken23lau Canada
posted on September 19, 2014.

Thank you for the spectacular customer service. I received the funds in my bank account today. Responding to confirm that this issue has been resolved.