Royal Vegas Casino - Giving me the runaround and delaying my payment!

RESOLVED
tintin Canada
posted on March 13, 2015.

Im really disappointed with the turned out of my withdrawal with this casino. I withdrew the amount of $3000 on march 2nd and the pending withdrawal took up 48 hours then they told me they will release the pending on Wednesday morning which they did. I got an email on march 5th they asking me to send requested documents which i did right away. They then confirmed and acknowledged the docs i sent and told me that the money has been allocated to their processors for payment. I contacted the support on fri and told me the money has been sent on fri march 6th then i have been told i should get the money in my account this week within 24-48 hours and i waited expecting i should get it. But nothing. So i contacted again and they told me they just sent the money on march 10th because there had been problem to the first attempt so they assure me again that i will get the money today fri. thru Swift payment. So i asked my bank how long should a swift payment take if the payment was from overseas which the merchant sent it on march 10th. My bank said it should reflect today evening so i went asked the support and i have been told again that there had been some problem they picked up and they investigating it. Im like this is becoming ridiculous i have nothing but been true and honest about all the documents i sent them even my bank account information. Im really disappointed and wanted to know why they doing this? And gave me false hope.

posted on March 16, 2015.

Hi tintin

Your withdrawal of 2 March was flushed on the 4th of March after you returned the KYC documents we requested. We received notification on 10 March that the payment had failed and then immediately allocated the payment to Swift. We then received another notification that the payment had failed on 13 March and our processors supplied the reason as "Bank & Branch codes required - Invalid Bank"

You then registered an InstaDebit account on the 14th of March and this number also appears to be incorrect.

In order for us to now process this payment to your InstaDebit account you will need to make some purchase in order for us to see that a payment can be made to the account and that it has been vetted by InstaDebit.

We will appreciate it if you could do so as soon as possible as we would like to finalise payment to you.

regards

Wim

tintin Canada
posted on March 16, 2015.

I spoke to the instadebit operator just now and here is our conversation i just want to share..

Tintin: hey there i would like to ask you to please verify if there is something wrong about my account..

Operator: sure, may i have your email address please?

Tintin: ......@hotmail.ca

Operator: and your address please?

Tintin:@$@#$@#$##

Operator: "ok perfect....i dont see any problem s in your account.

Tintin: the reason i asked is because i got a response from the merchant they told me my account was incorrect.... i was supposed to get a payment from and they said in order for them to do the payment into my instadebit accout i should make some purchase first before they proceed to see if the payment can be made??.

Operator: so they asked you to make some purchase first before they pay you?

Tintin: yes

Operator: theres is nothing wrong about your account your account is completely fine to do both deposit and withdrawal,

Tintin: ok... and that is the same thing that the opearator told me last Saturday too.. on mar 14th when i call them.

Operator: i dont see any problem in your account i do not know why they advised that your account was incorrect.?

Tintin: yes i do not know too they kept saying theres a problem and that my account is incorrect..

Operator:dont worry about that tell them you have spoke to the customer service of instadebit and they dont see any problems..

Tintin: ok thank you for your help..

Operator: is there anything else i can do for you?

Tintin: no sir, thats everything...

posted on March 16, 2015.

Hi tintin

We are busy sorting this out and I will let you know soon.

Regards

Wim

tintin Canada
posted on March 16, 2015.

Please do, i really appreciate that. because i have waited long enough and this issue have kept me under frustrations as i am very disappointed to be honest with you.. this is beyond the payment processing times.
And i have proved you my INSTADEBIT ACCOUNT HAVE NO PROBLEM AT ALL AND IS CORRECT.. i have proof as i have recorded my phone conversations with them.

posted on March 16, 2015.

Hi tintin

I can understand your frustration and apologise for the situation.

The withdrawal initially went completely the way normal withdrawals happen but the delay came in when our processor only informed us 8 days later that the payment had failed. Your InstaDebit account was only registered 2 days ago and as we do not process withdrawals over the weekend we are only attending to it today.

Regards

Wim

tintin Canada
posted on March 16, 2015.

Yes i just created and signed up for instadebit because all my conversations with the support team telling me the payment was successful but only to be told again theres a problem so on my part i really dont know what to do here. Im really upset for all this things happened so i decided to signed up for instadebit account in order for me to get paid by your casino.. and that the money would get into my account.
And now im really 100% sure and i shared with you royal vegas and to askgamblers site my conversation with one of their customer service that my account was CORRECT and theres NO PROBLEM AT ALL.

posted on March 16, 2015.

Hi tintin

I have received confirmation that your Preferred Method of Payment has been updated with the InstaDebit details you supplied and that payment will be processed to that account today.

Please let me know when you have received the payment into your account.

Regards

Wim

tintin Canada
posted on March 16, 2015.

Ok i will let you know. Thank you.

tintin Canada
posted on March 16, 2015.

Hi i just received an email notification from my instadebit account just now telling me i received 3000 cad on my account.
Thank you royal vegas. And thank you askgamblers.
This is issue is resolved!