Slots of vegas and Prism
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- Started by
- prism aff mngr
- last active 7 months ago
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- Well Ingrid,
I think the big question on peoples minds is why payout's from your casinos take so much longer than almost every other RTG casino. With rare exceptions the normal average is around 7 business days, and while your casino claims 14 the actuality is somewhere between 6-8 weeks, usually after many back and forth's with your customer support and accounting people where improper information is consistently given.
I think if that were addressed, as a #1 priority... the rest of the issues would smooth out consistently.
I am aware that you are speaking solely for Prism Casino and Slot's of Vegas and not for the other casinos that are partnered with you in the Virtual group. But I can say that if this were to be given a serious reply, as well as corrected we would be quite happy to withdraw (on a probationary status at first) the Warning cautions we have attached to your casino's here.
- My personal opinion and alot of others is...
It takes less then 5 minutes to make a deposit and take the money
but 4 to 6 weeks to pay on a legit win, 20 emails, 20 live chat
performances, alot of rudeness and runarounds to get paid....
It should never be this way, people feel very very cheated
feeling cheated, makes people say really bad things
Bad things said, alot of potential high rollers will detour the casino
Wins are EXTREMELY important to a casinos reputation
Thank you very much for your feedback, I really appreciate it. I apologize for the delay in posting back.
Our payouts should be processed in 10 to 15 business days. The 6 to 8 weeks you¡¦re mentioning were due to a very specific situation, which lasted for a couple of months recently. We lost one of our main processors, leaving us with not enough processing power. Unfortunately, daily limits were reached fast and this delayed payments.
This problem has been solved and payments now should not take longer than 15 days. If you ever have knowledge of someone that has a payout pending for longer than this, please let me know, we will deal with it urgently. My email address is email@example.com
I completely agree with you Imagin.ation, customer service should never be the way you described. Perhaps the perception on runarounds comes from those two months in which unfortunately there was nothing we could do to accelerate the payouts process. However, this does not apply anymore. And rudeness is of course never justified.
If you or someone you know receives bad customer service or improper information, please I would really appreciate it if you could write down the name of the representative (if it was by phone), or copy/paste the chat and send all possible information to me so that I can personally look into it.
I haven¡¦t been here long, but I can assure you, and I¡¦m speaking on behalf of the other casinos as well (Cool Cat, Cirrus, Palace, Club Player), that management is completely committed to providing all players with outstanding customer service as well as reliable and punctual payments.
I will do everything in my power to change the current perception and I would appreciate any help you can provide. I would really appreciate it if you could remove the warning cautions Jimbeaux; if I don¡¦t come through, you have my permission to put them back up
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