Very unresponsive and unprofessional Customer Support.
Still waiting for my withdrawl for 21 days now
I made my withdrawl request on the 1st, approved on the 6th and still have not received my funds. I understand you are having issues with your ACH processor, but I read in another complaint that this processor was only making payments every two weeks. If people who were approved on the 31st and 1st are just now getting their deposits on the 21st, does that mean I can expect another two weeks until I can expect payment?
Hi, we understand that this is frustrating to you, but you must also understand that this is also frustrating to us to. This is not how we wish to conduct our business and all I can offer is an apology.
We have, since this issue arose, brought on a new processor for ACH payments which is processing within 5 days. For these caught up in this, it is unfortunately a a case of being patient as the funds are on the way to you at the mercy of our old 3rd party processor.
All payments going forward are now back to normal.
I appreciate the response & understand we are at the mercy of the 3rd party ACH processor. I received an email from your cashier this morning stating that I should have the money in my account by Wednesday based on the information provided by the processor. My main concern is a comment you made about how the processor is only making 2 payments a month, if someone who withdrew on the 31st & the 1st received their money on the 21st as has been reported by some players, doesn't that mean I'm looking at a timeline quite a bit longer than next wednesday?
Thanks again for your response.
the comment about two payments a month was not fact but based on a pattern we noticed in a short space of time, from when we noticed the delay to the initial batches of payments sent.
If you have received a notification from the cashier today you should trust that information. I believe they reveived an update today with all or most of the outstanding payments so they will have a better idea that I do.
Thank you for clearing that up. Feeling better about this now.
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