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Prime Slots Casino - Cashouts delayed

Complaint Info
Disputed casino Prime Slots Casino
Reason Delayed payment
Amount $ 1500
Jyl Canada Message
Posted on August 25, 2016

I had placed several cashout amounts total of 3 700 in pending on Aug 11th, Aug 17th and Aug 18th.

Part of my funds placed on Aug 11th have gone to processing along with those placed on Aug 18th. However, there is one amount placed on aug 11th and several others placed on the 17th that are still in pending. The total is 1 500.

Following the 48 hours pending time I was told that accounting was closed and the chat rep. could not explain to why all the funds are not been processed.

3 chats later I was told "there is a bug with thier system" and they cannot know when the amounts will be processed. When I ask for a timeframe to know when this will be "fixed" I get rude answers (copy-paste) of "you have been will be notified".

I find it unreasonable and a breech of thier engagement (48 pending) to ask clients to just shut up, sit and wait. As a client I should have least been informed that my funds were delayed. The only reason I was know of the problem is because I kept going on chat and asking what is going on.

I have asked for an alternative solution to transfer the funds ( by check for example) I was told there is none.
I asked for a time delay to know when they would know if the problem is fixable or not. There is none.
The only response is the repetitive copy-paste from the chat rep. of "You have been informed and will be notified" and when the issue is pressed or my insatisfaction expressed then the chat rep. becomes rude and the chat turns into an argument.

They do not seem to realise that thier technical issue is not the customers problem.

I have kept every chat and screen shot of my account. I am sending just the screen shot of this pending funds. Do not hesitate to contact me for more information.

Please assist me with this situation.

Jyl Canada Message
Posted on August 25, 2016

I received confirmation today that the cashout should be processed within the next 2 days.

Jyl Canada Message
Posted on August 25, 2016

In respect to Prime Slots, I would like to specify that chat rep contacted me by phone and explained why the funds had been delayed.

I explained to him that should have been done in the begginning and that giving a certain timeline to clients with delayed payments is appropriate (ex: I will call you in 24 hours to give an update) versus the "just suck it up, sit and wait" attitude or the impression I am given when I call in to check that I am hassling them.

Somehow it gets turned around that THIER DELAY is not the problem but rather MY REACTION to the situation is.

I cannot say other than they have always paid out the cashouts (in April I struggled with them for almost 12 weeks to get a cashout settled) however in times of delays there could and should be better customer support, reassurance and understanding.

Posted on August 25, 2016

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

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