Waiting for my payment

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one last try and help both parties involved in the dispute reach a satisfactory resolution.

Dear @Bdmenter84,

Please let us know if there are any updates regarding your ongoing complaint and whether you have cooperated with casino by providing requested information?

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Hi Brandon--

Processing for U.S. players is incredibly complicated as there are no direct wires. For legal reasons, I'm not permitted to discuss processing in detail, but please remember that all outbound payments require third-parties. This is not a simple situation where we can simply check the SWIFT on this. Sometimes we receive the trace back in a matter of days and other times it can be months and I realize this is quite frustrating.

I've spoken with our Payments Manager about this and she's once again reviewed the documents you've forwarded to us. To be perfectly up front, the reason we've had to initiate the trace is because the documents you've provided are not exactly transparent. I'll explain...

With each of the bank statements you've provided, there is missing information (not all pages are provided, pages are cut off, etc). It is impossible for us to make a determination based upon the documents you've provided.

While I'm in no way making assertions that you've done anything spurious, I can tell you that I've seen countless instances similar to yours. The best way to explain this is by example...

John Doe's bank account has been closed due to a high number of returned items. At the point of closure, John's account is deeply in the negative and he now owes the bank several hundred dollars. After the closure, the bank receives an incoming wire for John's account and the bank applies the wired funds to John's debt.

Again, I'm not saying this is what happened in your case, but we do have to be thorough and confident that the wire was never delivered.

If you are able to provide all documents in clear totality, this may be helpful. If not, unfortunately, we will be at the mercy of the trace on the wire.

Tawni

So I decided to research how long a wire trace would take and this is what I found

Every payments has a unique ID
Payment messages have very specific fields that enable each bank to process the payment. Aside from the curreny, amount, and date, there is also the banks involved in the payment chain. This is in an sequence on the payment message to allow automated (aka STP) handling of payments.
As a domestic payment, there almost certainly only two banks involved in that specific payment: the originator of the payment (sender) and the agent bank (receiver)
Consequently, there cannot be lost wires.
The department that receives the request to investigate may not have access to the relevant information or tools, and this will add the time.
The usual method of getting another bank (the receiving bank) to investigate, is for the ordering bank to issue an authenticated free format swift message, usually MT199 or MT299.
The originating bank should be able to readily identify the unique ID and reference, and provide this to the receiving bank, which is all they need to trace which account the money went in to. The time this takes is dependent on the SLA’s within each bank, and the competence of the team handling the query.

My experience with US banks is that this can be identified in the same day for competent setups, but this is for wholesale banking payments, which may or may not differ with retail payments. So why is it that this trave is taking months to locate?.