Prism/Slots of Vegas/VIP Lounge/Cool Cat/Cirrus/POC/Club Player/Wild Vegas

Thanks Ingrid, Hope to see the funds very soon, Will let you know when I receive them.

Excellent post Amy....

Ingrid,

I sent a PM but my user name at POC is khartpalace.  Thank you!  I hope to hear from you soon.  I was told last week it would be approved by today at the very latest, still nothing.  Yesterday someone told me next week.  POC website says 7-10 days to be approved, I am at almost three weeks.  Thank for any assistance!

Hi Lakoda,

Thank you for sending me your username.  I have looked into it and your withdrawal will be approved today, we sincerely apologize for the delay.  I'll send you a PM with further details.

If you review this thread you'll see that withdrawals are usually sent on time.  As you will see from some recent posts, especially in other threads, people are upset and have the right to be because there have been delays in the past couple of weeks.

We will be back to date soon with all withdrawals.  If someone else has a withdrawal pending for approval and it's been more than the 10 business days, please let me know.

Best regards,

Ingrid

Hi Amy,

Since I started posting I have accepted the fact that it takes us longer than other casinos to send withdrawals.  Usually it takes 3 weeks for us to send them, sometimes there are delays of a couple of days, but 3 weeks is the norm.

As I mentioned in my post above, we've had some unfortunate delays in the past couple of weeks and this is why everyone is upset.  But if you review this thread from the beginning or the one I was posting in before (longer than this one), you'll see the average is indeed three weeks, and we will be back there soon.  In the meantime, if anyone has a withdrawal pending, please let me know as soon as possible so I can keep an eye on it.

It is indeed complicated to send funds to some countries, it's part of why it takes longer than we wish it did.  Why does it take longer than other casinos? Because we are a much larger group, send thousands of dollar per day and receive thousands of new accounts each day that request bonuses and withdrawals.

We are not the fastest-paying casinos out there, but we have great bonuses and promotions that not many can offer.  I can assure you all legitimate winnings are paid, it takes three weeks or sometimes a little bit more, but they are paid.

Best regards,

Ingrid

Thanks Ingrid, I appreciate your reply.  Please know I am not trying to make your life more difficult.  I am just trying to understand these issues and you have been extremely responsive, which I appreciate very much. 

I understand you are a large group of casinos and that is the explanation you provided for the reason it takes longer for your casinos to pay out.  The other representative gave the explanation that it was due to legislation and hoops to jump through.  Maybe it is a combination of both. 

These questions/suggestions remain:

Are there ways to provide better service, possibly by managing customers' expectations by informing them up front that it will take up to a month or longer to get their payout?

Along those lines, Is it ethical to advertise quick and easy payouts when that is not the case?

Can new deposit and withdrawal methods be implemented, i.e. ewalletxpress and other methods to shorten the wait for payouts?

These things might make your job easier as the ambassador for the group of casinos!

Maybe you can suggest to the powers that be?

Thanks again,

amyspear
 

Hi Amy,

Thank you very much for your understanding and suggestions.

All the reasons given by CS, Withdrawals and me affect how long withdrawals take on a regular basis.

I did have a meeting yesterday with the Withdrawals and Customer Service managers to see if we can improve the communication with players.  The main problem is that representatives are used to giving information based on how lon it usually takes us, these past couple of weeks processes have been delayed so the information provided was no longer accurate.

I'll talk to our marketing department about the quick payouts term, however, I can assure you that we do try to make payments as quickly as possible under given conditions.

I will suggest eWalletXpress to our Finance department, thanks! But we do have methods such as QuickTender or NETeller that go straight to the player's account, it is up to the player to request the withdrawal through that method.

Thank you once more for your feedback Amy, I really appreciate it.

Best regards,

Ingrid

Again, thanks for your help Ingrid

Ingrid, Why is that you ask everyone who has waited 10 business days for their withdrawal requests to be approved to contact you, when I was told it takes 10-15 business days for both stages of the withdrawal..to be approved/processed, than to be sent? I understand that there has been delays, but shouldnt you be stating over 15 business days than?

Amy, Excellent posts, A lot of your questions I have as well and I am sure many others do too.

Ingrid,

Can I please have an update today, Friday afternoon on my withdrawal.. I was told by email from Lilly with POC. Also is this information correct? If you withdraw money a certain method and either want the money bank wired or a check or western union, than why doesnt the customer get his/her money the way he/she would like to receive the funds??  Below is what Lilly with Palace of Chance emailed me back on Wednesday the 11th..

"Thank you for contacting us, your withdrawal might be sent through any of the pay out methods available in the processor, unfortunately we don't know what it will be until the processor send it and places a note  in your account with the information. So far there's no information about how it will be paid. Contactme on friday afternoon, and I will check the notes from the processor."

Best wishes,
Lilly
POC Withdrawals Department
--------------------------------

Hope to hear back from you later this afternoon Ingrid, Thanks for your help.

This is now what I am being told....This is Lilly with POC.

Let me kindly inform you that the payment of your approved withdrawal (Paid $1,000.00 No fees charged this time) was sent through Bank Wire. Please remember that our bank does not send the transfer directly to yours there is a third party bank and maybe a fourth too until the transfer gets to your bank. So we only need to be patient.

So whats this mean..another 30 business days wait? This is getting ridiculous.

Hi Jordan,

I want people to contact me if at the 11th day their withdrawal hasn't been approved because then I considered it delayed and can step in.

Ingrid

Hi Jordan,

We are at GMT-6 so it is still Friday morning here.  Your wire transfer was sent yesterday and it usually takes 3 to 4 business days for it to reach your bank account; this is standard, you may ask your bank if you wish.

I had already answered your other questions by PM and you answered back so I'm not sure why the post; in any case, I explained that representatives have access to less information (or more standard information) than me and so you didn't need to continue contacting them, I even promised it would be sent this week and by wire.

Best regards,

Ingrid

Hi Katy,

1. Terms on a promotion are always done by deposit, not considering all your past deposits.  You deposited $40, requested a bonus code that gave you 250% + 250% cashback. So you first played with $140 and when you lost it, you received a $100 cashback chip (where your winnings came from).  The terms of this casino say that your maximum cashout from a cashback chip is the amount of the deposit, in this case, $40.

2. The leftover money was removed from your account when your withdrawal was approved.

3. The way comp points work varies from one RTG casino to another.  In some casinos, for example, you receive 1 comp point for every $10 you wager, but 100 comp points can be redeemed for $1.  In our casinos it varies depending on your player class, but a new player receives 1 comp point for every $1,000 wagered (in Slots), but 1 comp point can be redeemed for $1.  You have wagered $9,000 so you have 9 comp points, the equivalent to $9.

Let me know if you have any further questions.

Best regards,

Ingrid

Ingrid, Not sure why the post? To show everyone how ridiculous this has been, thats why.. 3 to 4 MORE business days? Why wasnt the money just sent 2 weeks ago and than I would be waiting 3 to 4 business days for the money..? Thanks for all you have done, Just wish this wouldn't be such a problem!

well said JordanG - fingers crossed you'll get your winnings soon xx

Thanks Katy, Are you still awaiting a withdrawal from them as well??

I hope I get my money too, or else my legs are getting chopped off, and so will the sites because Im not going anywhere, I will continue to contact every single forum and site representive via live chat and email until this money is received..especially if I dont see it after 3-4 more business days since this money is suppousdly sent to me but there is no tracking number or proof that it was sent to me via bank wire...  >:(

Jordan,

I've never lied, you can check this thread if you'd like. When I tell you the money was sent, it was sent.  There would be no point in telling you otherwise.

Ingrid

Hi Lakoda,

In case you didn't receive the email, please know your withdrawal was approved that same day.

I sent you a PM asking for some info and I haven't heard back from you (I sent you an email as well).  Could you please check your messages in the menu above and write back to me?

Thanks!

Ingrid

Hi Ingrid,

I did reply twice to your emails, but it took me a few days to check the forum.  Thank you for your assistance!

So far after 21 days I at least have the approval of PART of my withdrawal, however there seems to be some confusion at the customer service level as to how much was approved.  I am going to try to contact withdrawals directly tomorrow, once again, with the info requested about my bank account and to find out why a $3500 withdrawal, with $1500 approved, is only showing as $567 with customer service.

At least we have movement, and I will continue to give you the time you told me it would take for the money to be in my account, 7-10 days from last Thurs before I make any judgements.

Obviously, either way I will let everyone on the forum know how it goes.    Here's to hoping I have nothing but good things to say about POC soon!

Also since I registered my bank account info with my fax back forms, AND again when I requested the wire transfer, I am wondering why it is this info is needed again?

Ingrid, I would first like to THANK YOU for working your magic or speeding up this process, I finalllllllllllllllllly RECEIVED MY WITHDRAWAL OF $1,000 (cashed out 10/04/09) in my bank via wire transfer. My bank didnt charge any international fee's, but the transfer says pending in my account as of now but my available balance is the full amount so shouldn't have any other problems! Palace of Chance came through after all this time..Shouldnt take this long for anything but I'm paid and finally happy! Thank you!! 

Good luck Lakoda and the rest of you waiting on your withdrawals! I received mine after waiting since 10/04..Received today via bank wire 11/17..Says pending but my available balance shows the amount and the transaction in my recent transactions, so Im all set!!                 

Hi Lakoda,

It's strange, I didn't receive your emails (which can happen sometimes due to spam blocking) but I didn't receive any PMs from you either, that's what I sent you first (Nov.12) 

As I mentioned in my PM, we cannot send such large withdrawals all at once, we are forced to send them in installments with some time in between.  Your withdrawal was for $3,500: $1,500 was approved, $26 were removed (non-cashable bonus amount) and $1,974 are pending to be approved next.

The information the cashier requests for the wires is unfortunately incomplete, our processors need more details in order to send the transfer.  I asked our processing department to review your Fax Back Form but the wire transfer info isn't there.

I want to try and have the money sent to you ASAP, if you could send me the following info by PM or contact CS by chat, give it to them and let me know once you've done this, I can proceed.  If you prefer not to, please let me know, we can also send you a check.

Bank Name:
Bank Address:
Bank Account Number:
Bank Phone Number:
ABA Code:
Swift Code:

Thanks,

Ingrid

Hi Ingrid,

I've been playing cool cat casino, won 400, and requested a Neteller withdrawal on 10/28/2009.
This request is declined and now it says Manager Withdrawal Approved. what does it mean and when do i receive my money?

my username is: tieske888

Hi Tieske,

Unfortunately this casino does not allow players from Netherlands to use free chips.  You may review the Terms and Conditions here:

http://www.coolcat-casino.com/support/online-casino-terms-conditions.php

Your country is restricted in many casinos, I recommend you always contact Customer Service of any casino you are thinking of playing in, before you do.

Best regards,

Ingrid

Just an update on withdrawals from POC.  My withdrawal was requested on 10/25.  So far one installment equalling about 40% of the withdrawal has finally been approved, and according to the affiliate should be bank wired today FINALLY!    I am really hoping this to be the case!  I will keep you all informed as to whether Prism keeps their promise.  The other 60% supposedly has to wait 2-3 weeks after this one goes through.  Hopefully I don't have to go through another month of waiting like the first half took!

I am not giving up on POC yet.  I will give them a chance to keep their promises before I decide.  I do know their odds seem to be much better than any other casino I have played, I am not sure how that works but my deposits at POC last much longer and I have much more fun on the slots than anywhere.  So I am hoping they will come through as promised so I can keep playing there and know I will be paid in the rare chance I win.  The withdrawals ARE way too slow, but hey at least I was able to play and win enough to request one!  It seems like everywhere else I have played, including on the n/d new customer bonuses, that money is gone almost instantly.  Patiently waiting to be able to return to depositing at POC knowing they actually pay!  I will keep you all informed so you can decide if you want to deposit with them.

Good luck Lakoda! 

THANK YOU INGRID!!!!  The first half of my withdrawal from Palace of Chance was recieved today, as promised.  Ingrid told me it went through Weds, but Thurs and Fri were holidays in the US and it showed up today which means it went through exactly when she said it did.  Ingrid and POC have kept their word on every promise they have made to me personally. 

I know their reputation, but so far I am a very happy camper, even if the withdrawal was S-L-O-W!!!!  lol.  I still have about 60% of the withdrawal pending.  Hopefully it will go through in 2-3 weeks as Ingrid estimated.

At this point, regardless of whether its a popular thing to do, I very much plan to start depositing at POC again (barring any future problems.)  Hopefully POC will continue to resolve the withdrawal problems as they are losing players and reputation from slow payments.  I also think they are letting their players "cool off" too much from a win.  Had they paid out quickly while the thrill of the win was still fresh, they probably would have already recovered a whole lot of their money.  That is how we gamblers operate!

Thank you to Ingrid for your help and I hope to see the rest soon!  Good luck guys.

It was my pleasure!

I'm happy to hear you'll continue playing with us, but I hear Prism, Slots of Vegas and VIP Lounge are much nicer

Hello again Ingrid, ive been playing on prism and i thinks its by far the best casino site ive played on.  Ive just made another withdrawal request (dec 10th) via neteller, and just wanted to double check that i am not required to send any more documents, as my file was updated in october initially.  I have made numerous withdrawals via neteller in the past, so it shouldnt really be a problem.  My username is giro247

Hi Ingrid.  Maybe you can help.  Would check on my account it is under sissy09.  If there are any additional accounts please close them.

Hi Giro,

Congratulations on your winnings!!

Usually if your documents have already been approved, you don't need to send anything else unless you've used a new credit card or something else has changed; however, it doesn't hurt to ask

I'll have someone from the Withdrawals department check your account and let you know if you need to send anything else.

Best regards,

Ingrid

Hi Kssissy,

I'll have someone check your account and I'll get back to you.

Best regards,

Ingrid

Hi Giro,

Your documents are in order 

Best regards,

Ingrid

Thanks Ingrid, much appreciated. Giro247

Hi Kssissy,

Your account has been checked and all other similar accounts were closed.  Please continue using sissy09 from now on.  You have used several free chips in a row, so if you'd like to be able to cash out please make a deposit in between the free chips you request.

Enjoy and Good luck!

Ingrid

Hi Kssissy,

I forgot to mention that I had created a bonus code exclusively for LCB players that until now had only been using free chips and are interested in starting to play for real.  I just sent you the bonus code by PM.

If anyone else is interested in starting to deposit in Prism, please send me your username by PM so I can make sure everything is in order with your account and I'll send you the code. It's a 200% bonus, no playthrough (if played in slots), no max cashout + 200% cashback. 

Happy Holidays everyone!

Ingrid

Hi All,

Just an update.  I recieved the final payment on my cashout from October today!  Everything was sent exactly when Igrid said it would be, slow or not!

For now I am a satisfied customer and intend to keep playing with POC!  Thank you Ingrid for all your help, and I hope things just keep getting better and better with Prism. 

One last question.  I used to get email offers from all of your casinos.  I unsubscribed from Cool Cat only, and it seems as though all of the bonus offers have stopped.  How do I sign up for the email only mailing list for POC but not the others???  If I have to get all of them, that's fine, but POC is my casino of choice.

Hi Lakoda,

I'm happy to hear your second wire transfer arrived safely, enjoy your winnings!

Please send me your email address by PM and I'll get it subscribed again.

Best regards,

Ingrid

Hi Ingrid,
Have some problem with Prism cashout. Have ordered it on 01.12, docs were approved week later, but cashout still there.
Could you please have a look.
Username:dimaer
Cheers.

Hi d1ma3r,

Congratulations on your winnings!

It takes 7 to 10 business days for withdrawals to be approved, it will be approved today for sure.

Best regards,

Ingrid

I would like you to check on withdrawal since its been almost seven weeks now. My user name at prism is hondarex2. I made a request for withdrawal on oct. 31. It was approved nov. 17. you can check my chats with accounting department. I was told i was getting my money gram today so I spoke with live chat to get the details and was told it was being sent western union and check back on Christmas day for the details on where to pick up my money. Sounds like a run around to me. Since most places are closed on Xmas. It also doesn't take a week and a half for a western union money gram to go through.

Hi Camaross,

We sincerely apologize for the delay in your withdrawal.  And you are right, it doesn't take that long for a WU to go through.  However, we don't send the funds ourselves, we have third party processors and the process is longer than we would hope.  The request to send your funds by WU was already sent to our processors, they will send the funds and then send us back the information.  Since there are hundreds of payments being done daily, this process does take a few days.

We should have the information in a couple of more days.  I am leaving the office tomorrow and I won't be back until Monday; please feel free to contact CS tomorrow or on Saturday and see if the information was posted in your account.  If not, I'll start checking on Monday and send you a PM as soon as it's there.

Please let me know if there's anything else I can do.

Best regards,

Ingrid

Hi Ingrid!

What happend to my withdrawels. I´ve received two (2) in a period of almost 4 months. my last req. is the 13/11.

Could u help me out?! Why does it have to be like this?

/jurre

Hi Jurre,

Can you send me your username and casino by PM please? I'll be happy to check on them.

Thanks,

Ingrid

Hi Ingrid. Can u Check My account Plz. and tellme if my whitdraws going to be payed? Im signup trought LCB and Claim the bonus of no deposit. im complete all requeriments and playtrought and im send all the documents + form and still no have respond.

Casino: Prism
Username: JuliSantino

Im apreciate u help.

Hi Jurre,

When there are large withdrawals, unfortunately they have to be sent in installments with some time in between.  We started sending these, but a few weeks ago you cancelled your $9K withdrawal and, even if you request another withdrawal afterwards, the process starts again.

The first installment of your oldest current withdrawal will be approved today.  Your other remaining withdrawals were requested yesterday, they will be processed following standard procedure.

Best regards,

Ingrid

Hola JuliSantino,

Sus papeles fueron aprobados y todo esta en orden para su retiro.

Toma aproximadamente 15 dias habiles desde la solicitud (17 de diciembre) enviar los fondos a su cuenta de NETeller.

Saludos,

Ingrid