I put in a withdrawal request for $1,200 on February 13, 2014. I had played through the rollover, there are no restrictions on my withdrawal request. I submitted the Authorization form, recent utility bill, proof of ID, and scan of my credit cards, front and back on February 20, 2014.
On March 6 I chatted online with customer service and she, Alicia Marcelo, verified that all documents had been turned in and the accounts team was "still awaiting for the processor schedule," whatever the heck that means.
On March 13 the withdrawal was still pending, so I sent an email asking what was going on with my withdrawal. On March 14, after no response to my email on March 13, I emailed them again, this time attaching the chat transcript from the chat I had with Alicia Marcelo. I highlighted the areas that stated they received the forms and they were just waiting for the processor schedule. I then received an email from "Amanda Anderson", accounts analyst, stating that I had to submit the agreement, proof of ID, etc., as if she completely ignored the fact that I had just pointed out to them that I already did and it was verified by Alicia.
On April 3, Amanda Anderson emailed me to say I needed to submit a color scan of a recent utility bill (which I had done, but whatever) and I was missing two credit card scans (which I had already informed them that those two credit cards had been destroyed so I scanned the only two that I still had).
I re-submitted everything. I submitted everything a total of 5 times through April 8. Finally on April 9, I received an email from "Alexandra Mcmahon," accounts analyst, which stated they had now received everything and if I have any questions to please let them know.
I emailed them on April 10th asking how long I should expect to wait for my withdrawal to go through. No response.
I am fed up with them and decided it's time to go public with it so I came to AskGamblers to enter a complaint.