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

Hi Vanystar,

It usually takes 7 to 10 business days for funds to be sent, in this case there is a delay of a couple of days (it was approved on 05/06).  I'll look into it and make sure it's sent as soon as possible.

Best regards,

Ingrid

Dear Ingrid,

Firstly, hello, and many thanks for making yourself regularly available for extended support!

I truly appreciate this, as do clearly many other members of this forum.

With regards to my case:

My withdrawal request to my Neteller account for the amount of $300 was approved on May 4th, 2010 by Slots Of Vegas Casino. However, the funds have yet to hit my account. Today is the 17th business day since the approval date.

I understand that the accounting department has experienced several delays with regards to processing times, but given that the average processing time for withdrawals is 7 -10 business days, my circumstances are undesirable.

I spoke with an accounting rep earlier today, and I was advised that I should expect payment by the end of next week. Please note that I was advised last week to expect payment mid this week. There appears to be some uncertainty in the depart. with regards to actual clearing times. After enquiring about possible reasons for the delay, I was advised that 3rd party processors are used to finalise the transfer of funds to a players Neteller account, and that as a consequence the final clearing time is variable.

Assuming funds clear by the end of next week, Friday 4th of June, this will have been 23 business days since approval date; 13 business days beyond the stated average maximum processing time.

I understand that payment systems aren't always perfect, and things can occasionally go wrong, but naturally, delays of this nature tend to detract from the overall positive experience and feel of online gaming.

My virtual gaming experience at Slots Of Vegas casino to date has been otherwise excellent. The game selection is impressive, and the ongoing promos offered are very attractive. The friendly and helpful nature of the customer service reps available through the live chat feature is a real plus. It is my intention to play here well into the future.

I would appreciate you looking into my case at your earliest convenience.

Thanks again!

Kind regards…

PS: Please check your personal email for my Casino username

Hi Ingrid

Could you please tell me, is that right that i cant withdraw, because i had reedemed sevel free bonus code..???????

I tried to withdraw $99 and have send in agreement form.
Have never withdrawed before, my first at all.

And sorry for my english, is not my language..
---------------------------------------------

Thank you for contacting us at our 24X7 Live Support. You are chatting with Kevin. How may I assist you?
Kevin: Hello, Welcome to Cirrus Pound Casino!
Angra51: Hi Kevin... I've made a withdraw and send in agrrement form.. just want to know if i have done i right.. this is my first witdrawal ever ;-)
Angra51: i=it
Kevin: We're sorry but your withdrawal has been denied and your balance has been removed from your account, the reason about this action taken is: you have redeemed multiple free chips at our casino. Your next step is: make a deposit with any of our bonuses and then you will be able to request a withdrawal after wagering requirement.
Angra51: hmmm I have never withdraw before not here or other places..
Kevin: You have redeemed multiple free chips in a row we don't allow free chip in a multiple rows so the winning which is in your account will be removed
Angra51: Isnt i allow to make 1 free withdraw..
Kevin: We only allow one free chip
Angra51: what is the free chips then for, im wondering..
Kevin: You have redeemed more then one free chip so your winnings will be removed and declined shortly
Kevin: Free chip can only be utilized once as we are pay to play casino
Angra51: hmmm sevel free bonus code is put on our forum.. and we also have direct support from your casino..
Angra51: I'll put up my case there with support from here then..
Kevin: You can only redeem one free chip when you register after that you need to start with the real money
Angra51: never heard that before... I'll put this chat on our from, so direct support from Cirrus can see it, and tell me if i done something wrong..
Kevin: Ok
Kevin: Well no casino allow winnings on Multiple free chips
Angra51: ty for your time... bye
Kevin: I am so sorry again however you have redeemed the multiple free chip on casino
Angra51: Yes didnt know that was wrong, when they could be reedemed...
Angra51: Thats what other does... i do deposit some places.. maybe I soon will do it here.. im not rich, so playing what i can afford... this is first time ever to withdraw..
Kevin: You can start playing with the real money deposit and if you win with the real money deposits you can withdraw anytime
Angra51: You told me i lost my withdraw.. If i already have problems, i'll think twice before i deposit.. im not trying to abuse.. just did what i thought was right.. i got codes from forum and the could be reedemed.. then i thought everything was right..
Angra51: ty for your time.. bye
Kevin: You are welcome
Kevin: Bye Bye

I have a question for the casino rep for Prism Casino.  I submitted a withdrawal for    $ 602 on 2/27/10.  Lately the withdrawals are taking a lot longer, but three months is totally non-acceptable.  I have communicated via Live Chat about every other day lately and I get the same recurring answer, "the end of next week"..  Well, it's not happening.  Could you please help me?  My user name is dalenekhan.

Thanks very much!

Hi Bizzen,

Yes, I'm sorry you didn't know this but that is correct: our casinos do not allow more than one free chip in a row.  This is stated in the Terms and Conditions of all the casinos and it is a very common rule in online gaming. I recommend that you always check the terms of promotions before using them.

Best regards,

Ingrid

Hi Mako,

There has been indeed a delay in sending funds to you and I apologize on behalf of the casino. 

Customer Service works based on estimates and sometimes they allow for some time in case there are further delays, but I just confirmed with the Accouting department and your withdrawal is scheduled to be sent tomorrow.

Best regards,

Ingrid

Hi Ingrid,

many thanks for looking into this for me, and in lightning speed!

I truly value and appreciate your support!

Warmest regards,

mako

Hi Dalene,

Unfortunately your withdrawal request fell within a few weeks at the end of February and beginning of March that had an extremely high amount of requests which lead to a large delay.  The casinos are now back up to date with withdrawals, but this did affect players from those weeks including you, I apologize on behalf of the casino for the delay.

A check was sent to you on May 22nd.  If you don't receive it by tomorrow please contact me back and I'll check up on it.

Best regards,

Ingrid

Hi Bizzen,

Yes, I'm sorry you didn't know this but that is correct: our casinos do not allow more than one free chip in a row.  This is stated in the Terms and Conditions of all the casinos and it is a very common rule in online gaming. I recommend that you always check the terms of promotions before using them.

Best regards,

Ingrid

Hi Ingrid

Tyvm for your answer...

I really didnt know that.. thought so long codes could be reedeem, it was ok..

If i deposit, can i then withdraw every bonus i reedeem??? If i win lol

Best regards

Bizzen51

Hi Bizzen51, and other members of this forum.

I'm a regular player at Slots Of Vegas casino, and I would like to share some specific rules/principles that have worked well for me to date. Hopefully they will also serve you well.

Please try and keep the following in mind whenever playing at your VIRTUAL GROUP casino of choice, and you shouldn't experience any problems come cashout time.

RULE 1:  NEVER redeem 2 free chips in a row, as this is against casino policy. In other words, make at least one deposit between free chip redemption using your own funds.

Please note that the automated cashier should reject attempts to redeem consecutive free chips anyway. In the unlikely case that the cashier accepts redemption of a consecutive or multiple free chip, contact support immediately and explain to them what has happened. Do not proceed to play it, as you will not be paid should you win with it.

RULE 2:  make sure that you are clear on what the wagering requirement is for the free chip or for the deposit bonus redeemed.

RULE 3:  make sure you are clear on what games you are allowed to play, and what games are restricted.

RULE 4:  make sure you are clear on whether or not the deposit bonus you plan to redeem has a max cashout, and whether it is a wager or no-wager bonus. Note that wager and no-wager bonuses are generally removed from a players account on a withdrawal request.

RULE 5:  make sure you have completed your wagering requirement for your free chip or deposit bonus (if it applies) prior to requesting a withdrawal, otherwise your withdrawal will be denied.


MY PERSONAL GOLDEN RULE:

It's good practice to carefully read through all relevant terms and conditions on a regular basis, irrespective of which casino you belong to. Always ask a casino support agent from customer service to confirm that you are in fact entitled to a free chip, and to verify the wagering requirements and the games allowed for free chip or deposit bonus play.
You can cash out successfully every time, just so long as you follow the basic RULES above for free chip and deposit bonus play, or confirm everything with customer service before hand. Never assume anything. It may land you in hot water! Always double check with a casino host. This way, your conversation is logged, and can be referenced in the future should an issue happen to arise down the track. All this may seem like extra effort, but it's well worth it!


Remember, customer service is always there to help you!

Naturally, if payouts are excessively delayed and you have kept in touch with casino customer service (withdrawals department included) on a regular basis without any real success, contact your affiliate manager Ingrid on this forum for extended support. A nice advantage indeed. Thank you Ingrid !

I hope this helps....

Best of luck, and happy gaming!

warmest regards,

mako  ;)



This is not necessarily a comprehensive list of rules to successful gaming, but it's what I believe to be most relevant for the majority of players on this forum thread. Please don't take it as gospel, since specific rules may change in the future. It would be wise to research this further by continuing to seek the wide knowledge and experience of forum casino reps, casino customer service reps, and by taking some time to re-familiarise yourself with the terms and conditions for any casinos that you belong to, if you haven't already done so.

Hi Mako...

I do deposit, but not on every casino i play... have never withdrawing, so money dont reach long then... lol

English is not my language, so sometimes i dont understand everything written.. so sometimes im using translater...
Also offen use live-chat on forum if there is something i dont understand..

Its only about those no deposit codes i didnt know..
I'll wont play them anymore only on the casinos im depositing..

But thx for good advice ;-)

Hi Bizzen51,

My pleasure....

I sincerely hope you land a nice win very soon, and successfully cash out for the first time. You deserve to!

take care,

mako 

Hi Bizzen,

Mako explained it well, but just to confirm, you can cash out every time you win but just make sure you make a deposit between each free chip you redeem, you can even use a deposit bonus with it, but just make a deposit.

Also, if I may add to Mako's rules, don't use a bonus if you have a pending withdrawal.  If you then cancel the withdrawal request or it is denied for lack of documents (for example), it would go back to your account balance and the funds from your previous bonus and the current one would be mixed, so winnings might be voided.

Best regards,

Ingrid

Hi Ingrid!

Thank you for addressing my withdrawal difficulties with Prism Casino yesterday.  I have not received a check and the Customer Service at Prism told me there is no tracking number present yet.  Can you please help me?

Thank you.

Dalene Khan

Hi Ingrid,

Thank you for addressing my problem yesterday with my withdrawal from Prism Casino.  I do not have a check yet and you asked me to get back to you.  My user name is dalenekhan.  Customer Service told me yesterday that there is no tracking number yet.  Can you clear this up for me, please?

Thank you.
Dalene Khan

Hi Mako

Tyvm very nice of you..
Some day it will be my lucky day... I hope.. lol
Also lots of good luck 2 you...
---------------------------------------------

Hi Ingrid

Tyvm for info... I'll look at this tread when and if i've some daubt about how to use code... ;-)


best wishes
Bizzen51

Hi Dalene,

I spoke with the manager of the Accounting department, it seems Monday was a holiday in Canada (where your check is coming from) and there's also been some technical issues with the system, so it is normal that your check is delayed.

You should receive it early next week, if not please let me know.

Best regards,

Ingrid

Hi Ingrid,
just wanted to update u , never received ach from coolcat for $887. u said to contact u if i didnt receive by friday. thx Cosmod

Hi Ingrid,

You have been a great help in the past so need your assistance again.I have a withdrawal that was approved from CoolCat on 5/21 ($500). There is also one that is still pending approval from Prism from 5/12 ($500). When will Prism be approved (over 10 days already) and based on previous timing of withdrawals from Cool Cat (4 months) - just making sure they are back on schedule for 7-10 days after approval?

User name is tinycomet for both sites.

I play at all of the Virtual group casino's.The first week in March I had  several wins ,that were FINALLY approved May 10-13 th. 2010.I have NOT received any money or Western Union info.My accounts & acct.names are as follows-Vitual Casino/lakeblue--Club Player/lakeblue--Slots of Vegas/ray3366--Party City/ray3366--Palace of Chance/ray3366.I have not gotten anywhere with my phone calls-Quote-- " It will be next week" Or " mid next week "--about 4 -5 times now. Any help will be very appreciated. Thank you so much----sjc

Hi Cosmo,

As I mentioned to Dalene, there's been a couple of things delaying checks this week, I'll check up on it and give you an update tomorrow.

I was told you opened an eWalletXpress account. We can continue sending funds there if you'd like, it's much faster and efficiente.

Best regards,

Ingrid

Hi TC,

Your Cool Cat withdrawal was sent to your QT account earlier today.  Regarding Prism, the casinos are basically back to the 7 to 10 business days timeframe but sometimes there are delays (of a few days).  If it hasn't been approved by Thursday please contact me back.

Best regards,

Ingrid

Hi Sandi,

I'll check up on them and write back to you tomorrow.

Best regards,

Ingrid

ingrid, hi its cosmod,
i dont want the withdrawals sent to ewallet, it costs way too much to withdraw the money from them.
still waiting for ach.thx cosmod

Hi Cosmo and Sandi,

We're having issues with our payment processor at the moment. They will be fixed but at the moment we don't have an estimate on when, so your payments will be delayed.  If you can open an eWalletXpress account, we can send your funds much faster.  All you need to do is make a small deposit and validate your bank account.  For this week, the fee charged by eWalletXpress to withdraw will be added to your funds.

Best regards,

Ingrid

Hi Ingrid,

No check today, so I went on live chat to Prism.  "Damian" is telling me that I will have to set up an eWalletXpress or UseMy Wallet because they cannot issue checks right now. I am so tired of all the excuses!  I thought the funds were already sent out on May 22nd to Canada for my 2/27/2010 withdrawal request.  Can you please give me the straight of it?  I HATE dealing with Live Chat.  They just don't know which day of the week it is.  Thank you very much for your help!

Dalene Khan
User Name:  dalenekhan

ingrid, hi its cosmod
received a call from kyle at SOV, he confirmed processor's funds are frozen.
said he wanted to send ewallet express and he would add in thewithdrwal fee gave him ok, but i'm still waiting on funds, thx cosmod

ingrid, hi its cosmod
received a call from kyle at SOV, he confirmed processor's funds are frozen.
said he wanted to send ewallet express and he would add in thewithdrwal fee gave him ok, but i'm still waiting on funds, thx cosmod


cosmod

Don't worry Ive also had to open an ewallet express account which I didn't want to do but, was told my withdrawal check would be deposited in my account.  I didn't see it! :'( they told  ewallet updates after midnight for days transactions so, check after that.  I guess we were all in the group of frozen funds! Now help me withdrawal from ewallet 
sunnydays

Dear Ingrid,

I originally requested a $3,000 withdrawal from Club Player Casino on December 31,2009.  After MANY emails and frustrating phone calls I finally received half of the amount 4 months later and the balance was still showing as pending and not approved.  Again, after many emails and phone calls it finally got approved on 5/11/10 and I was told it would take another 10 business days to receive payment.  It is now 6 months and I have yet to receive payment.  Every time I inquire about this, I am told next week, next week and then next week comes and nothing and then next week and nothing.  Can you please check on this withdrawal for me and explain to me the reason why it takes 6 months for you to pay your players??
My username is aliciasainz.

Thank you,

Alicia Sainz

Hi Ingrid!

Kyle called from SOV about my Prism withdrawal and he went ahead and deposited the $602 into my eWalletXpress account plus money for their fee (that's why I don't use it!).  Thank you for all your help.  This has been a true nightmare and, as a result, I hardly gamble the last couple of months.  I do have a withdrawal pending at Coolcat and I hope that goes a lot faster, even though they usually take a couple of months.  If it becomes sticky, you will be hearing from me again.

Take Care and thanx again!

Dalene Khan
UserName:  dalenekhan

Hi everyone,

I'm away for a couple of days, will write back individually as soon as possible.  In the meantime however, our payments processor is not able to send funds at the moment and unfortunately this means no withdrawals are being sent out right now.  This is not an excuse or run-around, I've never lied or given excuses, I believe in complete honesty.

People that have been contacted can open an eWalletXpress account and receive their funds right away; if you prefer to wait for your check, everything is being set up to work with a new payments processor, but this will take some time, at least one week but probably more.

I'm really sorry this is affecting you, but it is completely out of our hands. There are no priorities, it's not that some withdrawals are being delayed, they are all on hold right now (except for eWallet which is handled differently).

Best regards,

Ingrid

Ingrid ty for your help. I would like to open a Quick Tender account and have asked about that on live chat a couple of times. Will that help to get my withdrawals processed ? My wife has a QT account-can the funds be sent there ? To refresh your memory-- I sent you info on 5 cash outs with user name ray3366 or lakeblue. Please advise if a QT account # will help.  Thx again

Ingrid,

This is Alicia Sainz (username aliciasainz) re:  my pending withdrawal approved on 5/11/10.  I was told by Damian and Henri in your withdrawals dept. on 6/1/10 that after waiting for 6 months, a check would be sent to me on 6/4/10.  So, now I hear from you that all withdrawal payments are on hold til who knows when and no one is getting paid.  Why am I still hearing conflicting answers and no one seems to know anything?  I have a quick tender account, will this make a difference??

To All
I need to know when using ewallet (for all who use this ) when u request a withdrawal for lets say $900 do they take the 10% out of the $900 or do they add it to the amount? so either its $990 subtracted out of your ewallet account or ur check deposited into ur bank is $810 or $900..what is their policy? Any help is much appreciated!!
sunnydays

Hi Cosmo,

Your withdrawal amount + the fee eWallet will charge to withdraw was sent to your eWalletXpress account yesterday afternoon, you should have received it by now.

Best regards,

Ingrid

Hi Sandi,

We can also send your funds through QuickTender, either to your wife's account or we can help you open an account for yourself. Send me by PM or email ([email protected]) either your wife's QT account number and full name or, if you want to open one for yourself, send me your email address.  If you send me an email, please confirm through here that you did.

Best regards,

Ingrid

Hi Sunny,

My understanding is they'll deduct 10% of the amount you request.

Best regards,

Ingrid

Hi Alicia,

First I'd like to apologize on behalf of the casino for the big delay in sending your withdrawal.  If you read back in this thread you'll see I explained that a couple of months ago there was an unusually high amount of withdrawals requests and it delayed the whole process.  The casino slowly got back up to date and that's why you had been given a specific date for your last check to be sent.

However, just a couple of days ago (hence the change in timeframe), we lost our payment processor and all checks (and other payment methods) had to be put on hold while procedures with a new payments processor are set up.

Yes, we can send your funds to your QT account. Please send me by PM or email ([email protected]) your QT account number and full name, or contact Customer Service by chat and provide the information to them. Let me know once you've done this and I'll ask the Accounting department to proceed.

Best regards,

Ingrid

Dear Ingrid,

Per your message #443 I have emailed you my QT account # so that you can use this as my payment method for my pending withdrawal since you are unable to send checks.  Please confirm on honest date when this will be sent.

Thank you,

Alicia Sainz

Ingrid thank you so much for your help. I will be sending the information on my wife's QT account and also info on myself as I would like a QT account also.  Thanks again   

Hi Alicia,

Unfortunately I did not receive your email, could you send it to me through this site's Personal Message system? You only need to click on the small icon below the Prism logo on the left, the one that looks like a balloon.

Thanks,

Ingrid

Hi Sandi,

I haven't received the information, if you sent it already by email could you please re-send it through Personal Message? You only need to click on the small icon below the Prism logo on the left, the one that looks like a balloon.

Thanks,

Ingrid

Hi Sandi,

I received your email, will write back soon.

Best regards,

Ingrid

Dear Ingrid,

This is Alicia again.  Per your message #446 I went ahead and sent you my quicktender account # via personal messanger.  Please confirm receipt and advise when payment will be sent.

Just for the record, once again, I did not receive my payment that I was assured would arrive the end of this  week per Henri and Damian of your withdrawals dept.  I did not even receive an explanation.

I know this is not your fault and you have no control of what happens in the withdrawals dept., but how can they sit there and straight out lie to me week after week, after week and tell me that the delays are due to a change in your processor.  That's fine, but what about the other 5 months prior to this??  Why didn't they pay me then?  Is there anyone there that can give me an honest answer??

I'm really tired of getting lied to and getting the constant runaround.  You have no idea the amount of time in emails and phone calls spent in tryhing to collect my winnings, not to mention the total inconvenience and frustration that I have endured.

Ingrid, what does it take to get paid??? Please tell me....

ingrid, received deposit into my ewallet account, thx for all your help, cosmod

Ingrid, I received my withdrawal money in my QT account--ALL of it Thank you so much for all your help. As I had asked the withdrawal dept. (several weeks ago ) if I could get the link to get a  QT account and "would that help" to get my funds--and was told NO--I think I would still be waiting if you had not helped me. Thx again.

Hi Ingrid!

I have a question for you.  Coolcat processed my 5/22 withdrawal request on 6/5.  I was surprised.  Does that mean that this will probably be paid out in a reasonable time frame or should I request transfer to my eWalletXpress account?  Are the new processors in place yet? 

Thank you again for all of your help.  You definitely deserve a raise!

Dalene Khan
User Name:  dalenekhan

Ingrid
Just want to say THANK YOU so so much!! Having an ewallet account was the best thing I did My POC was already paid and I didn't even know -Yee Haw
Thanks again for all your help,
Carol
Sunnydays

Hi Ingrid,

I have't heard back from you regarding my last message.  Please confirm and advise if you received my quicktender  account information  and when you think it will go out.

Thanks!

Alicia

For Everybody's Information,

My withdrawal from eWalletXpress is being processed today.  I requested the withdrawal on the 4th.  That's pretty fast.  It will have cleared my bank no later than the 14th. However, their percentage is 11.1111%.  That doesn't sound like much of a difference from 10%, but I had requested $500 plus $ 50 fee.  It came out $ 495 with a $ 55 fee!  Hope all of you guys get your funds soon!

Dalene Khan