Reviewing Cash-Out Process at El Royale - See how long it takes to get paid!

Hi LCB'ers

Our latest project is about testing casinos' withdrawal processes, from the beginning to the end. We believe this will bring more transparency and help players make better decisions.

See why it took 3 weeks to get paid at El Royale Casino and all the predicaments we had to face in order to get paid $750:

Let us know your thoughts and also which casino you would like us to review next.

Cheers Zuga

what an ordeal! It's obvious to me this is nothing but about delaying tactics in order to get you to spend your winnings back. Its easy for a newbie player who has no clue about T&C's KYC etc to get trapped.

stellar work LCB

oh this is bad.. truth to be told not the worst i have seen but any casino that doesnt pay quick ( not to mention that crypto payments are almost instant so no reason to process is for days ) and that doesnt pay full amount, is a definite no no in my book.

this casino reminds me of the former rogue affactive/revjet group , same MO( source ).. . it makes you wonder if they rebranded..?! 

 lol you might be onto something  I remember those guys well, I believe they were paying in $500 instalments ..

You think RTG is bad? We know some of them are not the best, but for me they better than most rival casinos out there. Pending periods of up to 7 days are just bad, but bigger withdrawals per transaction should make it better.

Wait till you get to Araxio Development N.V group of casinos, they are the worst and has 500 euro withdrawal limit. They supposed to be good casinos with many bonuses and lots of online games.

But 500 euro a day and waiting 2 days for money? With a monthly limit of 10 000 euros - and to top it off when you do verification they want you to take a selfie with your ID, while your computer is open in the background, with your account logged into their site - Now that is absurd.

The other day a player won 22k and it took him almost 2 months to cashout the entire amount bit by bit from that Araxio group.

Coming back to topic - Zuga I think the next casino we need to review is Tusk Casino - They a South African online casino with many providers, other than RTG software, so would like ot get an idea what they made of.

another USA casino down the drain 

thanks for the comments everyone   I'm thinking to perhpaps create a poll with diffrent casinos we are planning to review first, with an extra option for your suggestions. I expect we will need to prioritize the list as there is so many 'joints' we need to test 

I would like to see BoVegas group report, after reading some forum complaints. 

Give me the $1000 and Ill help test some casinos - As long as I get to keep the winnings after wager the deposit x1 or x3

that one is one of the top priority actually and we already are placing things in motion... The testing process can take weeks or over a month, as we know too well how some of these casinos work, with long pending and cashout times. Ideally we will have couple of reports a month to start with and take it from there.

hahah lol that was specifically designed deposit for this casino, as we wanted to be able to cashout at least $600,  in order to see if they going to split that cashout into installments ( which they did ). 

Usual deposits will be couple hundreds bucks at most. 

But you actually gave me an idea, and we just might be looking into recruiting testers amongst our forum membership ( experienced with good forum standing ).  Having in mind there are jurisdictions that prevents us from registering/depositing , this might be the way to go.

Lemme get back to you on this, i need to work out the details .

dayum that is exciting! 

I am running across this issue on more the just Roaring21,  I'm not going to name those casinos in this reply but I want to address the issue with crypto currency and this may not be the place either.  And this is a major Red Flag for me.. verfying my identity when I'm paying with crypto currency.   having you verify who you are kinda goes against the reason why we have it in the first place..  Not to mention Bitcoin is suppose to be fast.  Lets say it was week when Bitcoin what went up 20% you $750  earned them money not you.. I have a huge problem with this issue of someo9ne holding your bitcoin and earning the money you should be.. And  this is another thing I see happing, these casino are gathering all the info they need to get into your crypto wallets?  if Iwrong please correct me... My inbox is flooded with emails from this Casino.    

Man I very much appreciate this kind of work. I love casinos and spend a lot of hard earned money so I definitely appreciate and find comfort in knowing that I won't be given  a hard time cashing out. Too many times have I won and when I cash out. Casinos like to say they can't verify my identity when I'm giving them all that's asked. 

Valuable information to any player.

Nice work 

You may want to check out Lucky Hippo casino - the one you have in your featured casinos.  I submitted a withdrawal request on 12/31/2020 and I am still waiting for the payout in bitcoin. I would not have signed up with them if I had known they were part of the same group as Las Vegas USA casino.  Las Vegas USA  took from July 12th original ask date until August 10th to get my payout.  They claimed all kinds of sorry's and continued to blame their '3rd party procesor' and now I am going through the exact same BS at this casino.

While a valuable exercise to confirm if a casino is a 100% scam, I think that the real test is withdrawing when in a + position.  

You are going through all the trouble anyway,  so waiting until you are up 1.5x+ of your original deposit should be something you consider.  That is when you get to see the real BS by a casher/window.

The fact that you were withdrawing what was effectively your own money, and they STILL treated you guys this way, makes it all the more egregious. I can only imagine what it would be like were you requesting > deposit.  

Cheers and thanks for the content!

A casino openly doing business with US players has to have BSA AML/KYC procedures in place.   Not doing so is a quick way to end up shut down and/or in jail.

This its best casino ever 

Sunrise Slots is another one that is bad on payouts. I have been waiting over a month for 100.00$ I told them to keep it, it's not even worth my time, you have all of these different documents to send even after I requested Bitcoin withdrawal. They have 3 emails and they will tell you to send two different i.ds a picture of the back and front of both IDs and you holding it. So if you do that and send it to one email they will say send this to the other and it will be back and forth for weeks, then they will say it takes all these steps through third party processor, and then a week later you follow up it will be something else you need after you have sent everything to all 3 emails then they will say they didn't receive it! 

thanks for the video

I would like to congratulate the LCB team for the great service provided to the players it was great to discover this group

I had a hard time getting my money out at the las atlantis casino which is part of el royale casino...the verification of the document alone took almost two weeks however received my money and that's a relief....

any chance you guys have an Ontario resident on staff who can investigate payouts at the official OLG.ca? They offer two convenient methods for deposit...credit card or e-transfer....neither of which are available as withdraw methods. Bank transfer is the only option. Being a resident, I figured it would be easier to just go with it. I don't even deposit at casinos that require me to provide my bank account.... because WHY WOULD ANYONE THINK THAT WAS SAFE OR SANE OR REMOTELY NECESSARY! OLG does! Oh, and they just updated their site its finally up to par with what the rest of the internet offered in 2010 as far as game selection, graphics and speed are concerned. 

Payments go quick enough in, and are gone just as fast. Last month after finally winning $1,600 I attempted my first cashout. Had to upload all my banking info ID and blank cheque. Customer support said it should be about a week to verify my bank account info. 

This information is prominently on display on the "withdraw" tab on my account. Customer support told me they received my documents. I never heard back from them, and of course, like a sucker, lost my $1600. 

Last week I won a spin that landed $800. I figured by now they must have verified my account. NOPE!  I uploaded my documents AGAIN. Customer support told me they received the documents and they would escalate this so it would be resolved promptly. 3 days later i get an email from the security team. it was a copy and paste explaination of the documents i needed to provide them in order to verify my account. The same documents i already provided....twice....and had customer support tell me TWICE that they received. 

Then i logged into my account and was greeted with a popup telling me that the employment information i had provided was incorrect. In the box for job title it said philosopher. While it is true I am not a philosopher. I never claimed to be that or anything else for that matter. 

This is Ontario's gaming commission hard at work keeping gambling fair in Ontario. So im curious if you guys would get the same results. 

On the flipside I won $13,000 at fortunejack in November on a $10 deposit and they made me wait 3 days (funds were not pending, so no opportunity to spin them away) and Skype with security, and 1 hour later i had my payment in Bitcoin. circle of life. lol

Terrific job as ever in attempt to make the world of online casinos a safer place. Well done LCB!!

Cheers from Slotland Ent.

p.s. All our brands offer next-business day payouts via crypto...

This info is helpful. Test the withdrawal from The Big Dollar casino. They gave me a really hard time when I hit for over 900 bucks. Lagged me on til I got tired if waiting and played back until I was down to 450 . I tried cashing out again avd they kept finding reasons and excuses until they cancelled my withdrawl altogether. Didn't even credit any of it back to me.. Talking about.gettinh my hopes up abd letting me down . that was a pretty upsetting adventure in their casino at tgr big dollar

Royal ace casino took 6 weeks! That was almost as bad as not winning

Deep Think > The truths, falsehoods, tips, tricks, and the cold reality of casinos one and only job, take your money while making you think your taking theirs. 

StayAWAY you will lose and if you win you still lose!

1. Liberty Slots

2. Any Casino with 88 in their title

TIP TIP TIP TIP

For new casinos simply ask to get all your personal information verified before placing one bet...telling them you had rough experiences elsewhere and you promised yourself to be confirmed before you win which helps the casino right?

It should if they are legit  Its basically spinning it back on them the longer they stall you spend your money elsewhere...I havent waited longer than a half of a day. Lol DONT DO THIS IF YOU Want to fly under the radar because you will get the attention with this request and it allows you to control more and them less. 

BONUS BIG FUCKING TIP

Biggest tip F%$@*, stay away from the bonuses because for every one that is attainable or maybe worth it there are 1000's that takes the house edge from 4 to 5 % which is already high to 20 and even 50 percent plus it fluffs their numbers in regards to what their  casino is valued at, the higher VALUE the easy it is to get funding.

example // its easier to find investors and even new players. 

When.....

One can say my casino had 3 billion dollars wagered last year and over 1billion won when the real numbers show that of the 3billion 2.2 billion  was that of bonuses and over 50% of the winnings we not claimed due to not valid because of numerous reasons the biggest is your max cashout (in other words jackpot killer)ALERT ALERT ALERT ALERT JACKPOT JACKPOT KILLER....this is like receiving free tickets to your fav band but after 3 songs your escorted out...lol

if your max cash out is 5x bonus plus deposit and your deposit/bonus is a 100 which brings to your max allowed winnings to be not more than 500, that is after you meet the wager requirement of say 25x or higher of course.

I would argue that applying and qualifying to become a Navy Seal could be seen as the less difficult compared to the overall barrage of fine print poison that is written in such a way they could justify anything if u accept that foolsgold.

Even if you  which  is highly unlucky but in case you do conquer all and let's pretend you had  3000.00 in winnings  sitting in your account!! You will receive 500 and a feeling of nausea

99 percent of all no deposit bonus are this way!

Now onto my favorites where I have been paid numerous times over past 6 months

Miami Club

- 4 payouts 2 over 500.00 and 2 over 1200. 1200 being the last one I got today in matter of fact requested it Monday 01-11-21 afternoon. This Casino offeres Great daily tournaments free roll and pay to play ones as well...

Ignition

Live poker hands down best,  did have best selection of 3 reel slots before thilockout. Still fun great looking easy to use payouts are smooth same process but i was verified already. 

Las Atlantis...jury still out they remind me of El  Royale I feel both of these are rotten manipulation of games and payouts 

Keys in getting paid

No bonus

Extra pics

Extra mail

Your goal is to give them nothing but be nice and you want them to see you as more valuable than the withdrawal your taking out. You reach this you will be paid because all in all they will not have any choice unless your payout is simply too much which should say something about the group because owning and operating a casino is a 100% bona-fide fail proof pipeline of revenue if you are funded correctly.

Think about it you set the machines to the payback you want over a specified block of time. This is why when they say RNG or random number generator is the ultimate game of luck and its impossible to know when a game will hit and it could hit 2x in a row. This is Bullshit they want you to believe.

If this is true than no game could have a defined winning % connected to it. Right?

Follow me you have machine A with a set payback 98%.set to be no more than 98%every 72 hours. The first 48 hours the machine has been generous and is entering its last 24 with a %  of 150% or 200,000 more than taken in.

Well we know it has to be at 98 at 72 hours so this machine will be tight until it reaches its goal which destroys the purity of RNG.

If the machine has been tight however and winning only has been around 85 to 90 when set to 98 doesn't mean jackpot is any closer but it does mean its at least an option or possibility.

I promise you there are all kinds of signals that machines give off to tell you should ride it or pass by. I cant tell you the number of times I jump on a machine when i pick up on its currents and within the first 3 spins I either hit the bonus, free spins or double my deposit I put in. I'll leave you with this thought.

The design of a casino is as important than anything else,be cognitive of new games, ones off the in the corner and ones closest to the cashier, entrances and exits.

A savvy player also looks for priceless clues or just plain luck like a unsecured program left open that wasn't fully rebooted, this happens¹ when the money sweeps or maintenance  was done albeit once they leave the area you have 2 to 3 minutes max to digest all the information you can then you better move to next machine and play dumb when they come over after realizing a machine is still down ,  act normal...slowly get up go to bathroom and transfer the pictures you took to a cloud based storage and clear cache, go to camera and put on a you tube on how to play video poker on cue now head over to the video poker and upon deposit you will approached 50% of the time and asked to be spoken to. Sometimes the game is up and running but game performance is up with info like "big wins on last 24" "time since last big win" and like 50 of this crazy data its gold for a player. 

They will not say or lead on to anything and will want you to confirm their suspicion and video of you pointing your phone at a machine that had the stats for that machine up. They will read you there policy on video and picture taking strictly prohibited and asked for you to please see last pictures taken on your phone.

Offer them to the phone as they won't take it since once in control of your phone even if you authorize it puts them liable  and they won't be able to wipe you phone resetting it to factory settings without you recalling they had your phone so they will insist you stay in control and just show them.

They are checking to see how nervous or calm you are, the room you are in not only has visible and hidden cans but microphones as well.

The way to treat this situation is to be very interested in how they got into working at a casino. Or how much money does the casino have at once or the most they ever had. I know sounds like the most opposite questions to ask...or r they...think about it a person who is looking to pull a scam or fraud is going to stay away from such stuff.

It's it like everyone is there to get some green so green should be on your mind. Upon leaving phone in pocket just make sure you have your phone off without showing them u powered it off or you will have a reset take place courtesy of your current host. 

Don't ever think they don't know,  they know everything that happens in the casino in the parking lot including what your phone is bringing in and sending out.

Its illegal for them to intercept text or calls and most providers like Verizon are so encrypted some are not but text apps,  Facebook,  Twitter and just about any social app is wide open especially in a private controlled environment depending on host you can be more vulnerable than public wifi sharing  in this case no difference than running your errands buttnaked all your shit out for everyone to see..lol

Sorry that one got away on me got into the weeds, hate that I get all confused myself....5 minutes inside my head you will never view your local casino the same again....we r living in time of the awoken..welcome

I, am having trouble cashing out at luckytiger casino, it has been since  November-2020, i, have sent them every thing they asked for, my bank gave me the swift code, and aba number and they tell me that it is wrong, and the last time i went ro my bank and had them to rechecked the swift code,  and one lady that the women at my bank was talking too, said sounds like a scam,   I,got a little over $ 3500.00in my account, But, said i can over cash out $ 700.00,  Said, where i took the  99  free spins, but, at that time when  they told me that, i i, only had around $ 1200- $ 1300.00 in my account, so, i keep playing,  and check back with the casino again, and ask if i could withdrawal more then $ 700.00, since i had over $ 3500.00 in my account, said only withdrawel  700.00, And, as far as i  know they only offer  wire and bicoin, can you please, give a reveiw  from luckytiger casino,  Thanks, kathy  

Maybe true, but you are also risking to lose money chasing winnings.. I think you still get pretty good idea about whole withdrawal process even if u cahsout less

RTG SLOTS USE CASINO EXTREME/ BRANGO.

All SLOTLAND GROUP CASINOS PAYOUT LIKE 7AM NEXT BUSINESS DAY

RIVAL- IGNITION, BOVADA, SLOTS.LV, OR CAFECASINO.  SLOTS.LV AND CAFECASINO PAYOUT FIRST $2500 AT 24HOUR MARK ON THE DOT NOW.  GOSSIP SLOTS AND DRAKE PAY 48 HOURS.  I THINK VEGAS CREST PAYS WITHIN 72HOURS

FORTUNE JACK IS INSTANT USUALLY

I am up to 7 days waiting for my $600 from Liberty Slots. I had to send in my docs and id which took 3 days to review and were eventually accepted. Now we are at the "pending withdrawal approval" portion and if thats is "approved" then they say another two days to receive Bitcoin payout.. Wth? In all fairness this is my first cashout with them. One casino I have cashed out ALOT from is Ignition Casino. First time I had a courier check sent and rec'd it within 5 days. Since then I have done bitcoin and i have my money as fast as 15mins never any longer than 1 day.

thank you all for your comments and suggestions... it is clear we have a lot of work ahead if we want to test as many casinos as possible.

This is why we will be introducing LCB testers , early next week. More details will be published next week, but it is clear that we will be recruiting these tester amongst our membership ( with good forum standing ) . We will be "sponsoring" these tests, with a condition that any winnings derived from this test is for the testers to keep ( no matter the amount won , yep thats right! ), but also with a condition that at least the casino's officially stated minimum withdrawal amount is made ( as the point of of this test is to see how their withdrawal process works and how long it takes to get paid ). 

This pretty much means that you will be "gambling" for free, with a chance to win with our money. If you lose, well you still played for free, and either way ( win or lose ) we will get to test the withdrawal process. Obviously the testers will have to keep the track of all correspondence with the casino, and abide fully by the casino's T&Cs, pass the KYC etc. But more about those details next week!

Excellent to see casino's get exposed like this! 
Thanks for that! 

For sure I wont be playing here ever :) !

And to your last post dear Zuga ... That sounds like an very awesome excellent idea! And also the chance for us (forum members) to get to test and maybe in the end warn our fellow forum members! GREAT idea :) Cant wait to read more on that!

You can add Posh casino to the list of casinos that use stall tactics. 7 to 10 business days to be approved 7 to 10 days to send to processor 7 to 10 days for the processors to do there thing. its been 3 weeks now and its gotten approval and that is all. they are sure quick to take your money but dont like to give it up. 

Have you sent them a link to the video yet?

It's awesome you're doing this, by the way.  There's really no excuse for any casino to take longer than a day or so, if it's crypto than an hour tops.  The problem is they have the mindset of paying cashouts is the same thing as them giving you their money, when in reality it should be considered your money as long as it's in your account.  It's no longer their money when you win it - just like in a real casino.

Just my 2 cents. I think there are plenty of rouge casinos and I don't usually waste time there because I definitely do my research. But for ppl that are new I will share the  casinos I play at and how well they payout. 

Ignition and Bovada, Slots.lv, Miami Club Casino, Slotland, Winaday, Uptown Aces, Desert Nights Casino, Cafe Casino (tho they stopped offering me bonuses- skilled gambler reason), Intertops Red and Intertops Classic, and Casinomax. May have forgotten one or two, but these casinos pay-out.

Some fast and hassle-free,  some like Miami,  Intertops,  and Casinomax will "update your account before paying out". This actually just happened on Miami where I had to redo EVERYTHING  as if it were my 1st time cashing out. I thought they were stalling me to get most out of a bull run btc was on. Either way, it can be a bit of a hassle, but if you been in this for some years, it gets easier and just a part of the process. I'd maybe hang on to those clear pics of your ID, bank card, and of course the ones where you got to hold them. Cause over the years the sites will ask for this stuff from time to time. Only when your trying to cashout of course. 

I check here for who's good or not. If you just type "is so-and-so casino legit"? in goggle. And ppl like wizard of odds helped me make right decision. 

Currently trying to cashout on Intertops but have to wait a day because I cashed out within 7 days ago. I don't gamble it away. I wait till tomo and cashout. This would frustrate me in the past but not now. You got to deal with some level of crap no matter what. But no problem I can wait  

Never have I been refused a payout from any of these sites mentioned. Uptown Aces and especially Slots.lv I have hit the jackpot at least 5 times, most recently on Slots.lv for over 7k. They paid out very fast, gave 3 blockchain addresses and they automatically sent me 2.5k every three days till I was paid in full.I hit a week later for 1k, they paid me same day! That is rare. Also Ignition is lightning fast when comes to withdraw times (usually within 24 hours). 

Bonuses i think some are hard to playthru, like those 40x and more can be near impossible to reach. The lowest bonus playthrus are anything 30x or less. Slotland for example have pkaythru's like 27x. They also have a cashback program with only 10x playthru! But if you run good, you should bet more as you make more like id stop betting $1 and start betting $2 around $400 balance, this eats up the playthru twice as fast and then around $1k start betting $4 or $5. Go for a big win always! 

Glgl, I hope this helpful!

In past I played in some casinos and I remember some worst.In Big dollar I was waiting 2 weeks to be paid over 300$ .Once support was wish to deleted my withdrawal thinking that was no deposit bonus...

In Time square casino,part of game tech group, I was wait 15 days and instead of receive 800 I got half which is max 20xdeposit ,other 400$ I spent in casino.

And worst is I can't remember name but I think is bronze casino .I completed wagering with slots and had over 90$ but min cash out is 100$ .There you can't see wagger progress and must to ask support,he said that I finished wagger but must have 100$.I went than to roulette to increase my balance and requested cash out.They declined withdraw and reason is bonus ,but nothing specific said.Never get paid.

When I played at RIVAL, the delay was the same.
It took 3 to 4 weeks between the withdrawal, the documents and the receipt of the winnings.
The worst is when you have to relaunch the livechat several times to know if the documents are received because some don't give any news.

Dear Zuga.

Would you like to test how to withdraw money from https://jswqzs.com/?

=================
To withdraw $ 25 from the site https://jswqzs.com/ I have to buy a bonus for $ 5-7, to make a deposit - I need at least $20-25.
To withdraw $25 I have to spend $30.
I have money on the site, but I have no money for to do a deposit.

==================
Dear Zuga, don't you think that something is wrong here ...

Regards and best wishes

Aelen

Wowzers... ok the first stone is cast, and even this is off topic ill have a bite at it and then back to the regular programming

Im well aware how our Shop works and thus nothing's wrong. You know the shop rules and requirements, they have been there for many years. And we can go and check your user hisotry to see how much money we paid to you so far, but I dont think thats necessary. Rules are there to protect LCB against abuse, fraud etc which happens even with these rules in place. After all we are giving real money here, amongst other things.  

There are free chip items in the shop, that do not require a deposit, others do. Im well aware that not all items can be used by all members ( due to country restrictions ) but it is what it is. Our loyalty programme cannot please everyone 100%. We do our best, but im afraid its just the way casinos work. Some things are out of our hands.

But as you know, you are not required to participate in our loyalty shop system. If you dont see or get the extra value that it offers, that is fine and no ill feelings, but then you are free not to claim anything from the shop.

You can always opt out. But Im also sure ull find value in all the other information and everything else we offer on our site. 

Cheers
Zuga

Thank you for showing this video because this is very helpful and the information shared will make me think twice before depositing with this casino I hope that they will improve the way they handle withdrawl and only then mite I consider depositing with them cause I want to enjoy playing and gaming online with no hassles good luck to all snd keep up the good work LCB

ADD jackpot capitol to the list of casinos that use exactly these same preditory tactics. Why on earth it would take over 2 weeks to approve KYC docs is beyond me. Other casinos approve docs on the spot and process bitcoin withdraws instantly. 

First impressions are very important and a lot of these RTG casino can't get it right. The amount of money they lose by turning off customer with these unethical tactics. They think they are smart by delaying withdraws but doing so ends up costing them far more money. 

I agree with all said!  However,never luck with slots LV. I cannot seem to win anything in that casino I won the very 1st deposit they sent it to me via check received pretty quick any other time I deposit bitcoin with good match codes my money is lost within 2 hours betting in variety of slots and a variety of wagers. PLEASE tell me what games you win on.lol.  Intertops held my jackpot winnings for 2 weeks so by the time I actually withdrew out of 10,000 I only got 2000. I was a rookie then and very anxious continued to play thus giving  8000 back.  Last year I did win several other times just minor winnings under 5000. I give them a 6 out of 10 for all services including customer care. Others I will chat more about at a later time of good, bad, and so-so are Betonline casino, Vegas casino online, Royale, and my least favorite, Hallmark casino. Nice reads here guys and gals. TAKE CARE!

I went through the same problems cashing out with El Royale Casino. This is just the type of testing I appreciate thank you so much. 

I had a nightmare of a time with Bo Vegas on my $500 it took 3 installments over 8 weeks to get paid:(. 

Nice work LCB! That would really help out a lot of people.

Personally, my longest bitcoin payout took 2 1/2 months but if i had help like this i wouldve known to stay away from that casino. I dont wanna name names but it was eurobets casino lol

Where do I sign up? Was looking into doing this for casino.guru a year or two ago and sounded right up my alley, ended up not having time for the gig then, but now is a different scenario entirely!

Ill be announcing it early next week. Still working on requirements and other details. stay tuned

looking forwad to seeing more reports LCB, once again good job

I believe that the decision to remove them from the list of casinos without deposit, is not a good decision ... because they always pay the winners even if it takes ... they should leave and put a symbol of attention on them, they could be assessed every 3 months to see if they have improved for better grades.

But they have to learn their lesson. That they shouldn't make customers wait that long. If their own rulebook says payout takes 7 days then it shouldn't take longer than that (unless they've got a really really good excuse), otherwise change the rulebook. Being prompt and true to their word is how they keep their customers.