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    Last post ago about 2 years by Melcb
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      • Avatar 85737
        • Started by
          Newbie
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        • last active 7 months ago
        Hi,

        I am John Stern, the Affiliate Program Director of BestPay Partners and Forum representative for our online casino products:
        Play2wincasino, 21Grand Casino and SupremePlay Casino

        We greatly appreciate any constructive feedback from players/customers of our 3 online casino brands even beyond our professional support team,
        to constantly serve you as player with an outstanding and unique online casino environment that Is second to none in the industry.
        Please PM me or send me an e-mail directly to: john@bestpaypartners.net
        Sincerely,

        John

      • Avatar 85737
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          Newbie
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        • last active 7 months ago
        Here already the screen shots to our latest game: Wild Carnival, that will be launched on November the 30th: http://www.facebook.com/media/set/?set=a.454860881234590.105601.213323945388286&type=1

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        Welcome to our forum!:)
      • Avatar 14716
        • Replied by
          Sr. Member
          457
        • last active 19 days ago
        Play2win casino has the worst livechat I have ever dealt with. Put me off playing at this casino.

        One question about a withdraw has taken until now, still waiting for Ethan to respond....

        32 min.  .....still .no answers. Not the first time with that looooooong respond.
      • Avatar 85737
        • Replied by
          Newbie
          7
        • last active 7 months ago
        This player has been out of the site for 22 minutes. 
        Apparently lost internet connection and then was back.

        Casino management is still waiting for the documents to be approved since they had been sent just yesterday.
      • Avatar 14716
        • Replied by
          Sr. Member
          457
        • last active 19 days ago
        If I have lost internetconnection how could I log into other us casinos in the waiting time??? maybe you right, maybe not.

        When I ask for withdraw I never heard anything back for 3 days that you needed my documents. Only because I ask livechat I was told to send them. No emails. Today I ask livechat again about my withdraw...they needed me to resend a document which they could not read, no problem reading it on my pc. Still no emails requesting to resend. Why do you need my emailadr. when you dont use it. So I hope everything will be ok with my withdraw. But from my point of vue this is not the right way to handle withdraws to players. It puts me of playing in this casino.
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        • Avatar 14716
        csjequ wrote:

        If I have lost internetconnection how could I log into other us casinos in the waiting time??? maybe you right, maybe not.

        When I ask for withdraw I never heard anything back for 3 days that you needed my documents. Only because I ask livechat I was told to send them. No emails. Today I ask livechat again about my withdraw...they needed me to resend a document which they could not read, no problem reading it on my pc. Still no emails requesting to resend. Why do you need my emailadr. when you dont use it. So I hope everything will be ok with my withdraw. But from my point of vue this is not the right way to handle withdraws to players. It puts me of playing in this casino.
        \

        Fair enough csjequ. Hopefully the casino rep will stay on top of this.
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        • Replied by
          Full Member
          208
        • last active 7 months ago
        Weeell John, some days back my Play2win account got locked after some erratic login attempts (by me) due to my bad internet connection. I wrote in to Play2win support requesting to unlock my account but no response to my email till today! So much for support! So I guess I'll just leave the account locked...makes no difference to me.
      • Avatar 14716
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          Sr. Member
          457
        • last active 19 days ago
        Makes me wonder why a casino treats players this way. We could be loyal players with god deposits for years....but no....bad experience from the start get some bells ringing. But they dont want our money....so we find another casino instead. God livechat is importent.....I have been so angry with p2w livechat because nobody told me I had lost internetconnection!!!!!!! they just took forever to answer questions.Never happend to me before.....I do know if no action in the casino logs you off, but not to livechat.
      • Avatar 85737
        • Replied by
          Newbie
          7
        • last active 7 months ago
        As all online casinos in the industry, in order to request a withdrawal, players need to send the necessary documentation.  All online casinos have such requirements in order to prevent identity fraud; we feel sorry you feel frustrated, but this measure is necessary and we cannot be flexible on this since is stipulated on our terms and conditions (as on all online casinos).

        We recommend to have a valid email address in order to keep communication with the player, this is something that should be kept in mind, not only with playing at online casinos, but when opening an account at internet sites - specially money transfers are going to be done.

        We understand the Casino Manager has called you and told you he will take care of this issue personally, and will get back to you once all the documentation is received accordingly and approved.

        Thanks for your understanding.
      • Avatar 14716
        • Replied by
          Sr. Member
          457
        • last active 19 days ago
        Some casinos wants some documents...some dont!!! as you can read in this forum.

        Subject= no id casinos

        I have no problems providing these documents, not at all. Would just like to know by email as soon as I make a withdraw that you need them. Thats fair enough to prevent fraud.

        My email has been valid all the time and is the same I used when I reg. an account with P2W

        Im NOT frustrated about the documents, but LIVECHAT. Not the first time I have experienced slow communication, without loosing my internetconnection.!!!!!

        The casinomanager called me, yes, and spoke 10 min, 50% I could not understand!!!!, because english is not his native lanquage and I could not get a word in....HE was talking all the time...would not lessen to me at all. Then I got angry and hung up.

        And now Im still waiting to be  approved. You must have a load of withdraws to players, since its taking such a long time.

        Thanks for understanding!!! both ways.
      • Avatar 85737
        • Replied by
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          7
        • last active 7 months ago
        The player has requested this withdrawal on the 7th; she was advised about the documents in two opportunities.  Although the player accepted our terms and conditions when she signed up in one of our casinos, she did not send the documents.  By accepting the terms and conditions the player states she is aware what are the requirements the casino has for withdrawals, we cannot be responsible for speculations done by the player.

        Again, we tried to call her and we had no luck.  When we got part of the documentation we saw it was ineligible, and we requested from the player to resend it.  The Casino Manager called her and committed on taking care on her withdrawal personally.  Although she has received all the guarantees that her withdrawal will be paid once the process will be finished, the player kept behaving aggressively on the phone and on chats, even though we still waiting for proper documentation so the process can be finished and the money can be sent.

        We strongly suggest the player to send the documentation so it gets approved and the withdrawal can be processed once and for all.

        Regarding the so-called 'unresponsive chat'; the player has been "out-of-site" for 22 minutes, that means that apparently she was disconnected of the chat or her internet connection was done for such period of time.  Then she went back online, and since the window was already opened, it triggered a chat in our system again, making us think that was she who put the chat on hold.  The Casino Manager called her to apologize, to explain her - based on technical facts - what happened with her Live Chat, and to assure the withdrawal will be completed once the documents will be received and approved.

        Seems to be that bad experience with other casinos have created such level of skepticism in the player, forcing her to take a very inquisitive approach towards our casino when the only thing we are doing is following protocols, which are stated in our terms and conditions, which protect our casinos and our players, and which were accepted by the player.

        Thank you for contacting us, please contact the casino manager for any other inquiry regarding your withdrawal.
      • Avatar 14716
        • Replied by
          Sr. Member
          457
        • last active 19 days ago
        Im not going to commend any more, because you keep repeting.....end of story.

        I have had no bad experience with other casinos. and sending documents has never been a problem either. 
      • Avatar 6303
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          Full Member
          151
        • last active 22 hrs ago
        I have been waiting months now for my Withdraw.I sent the documents and was told my funds will be sent to my paypal account.This was over 3 weeks ago.What really stinks is.I lost my daughter right before x-mas and i had to ID her With half her Face missing.I had no money to get casket etc and then outa nowhere i had won over 3,000.00 but was only Able to cash out 1,000.00 of it.I said this must be a gift from Heaven as my Daughter knew i was low on money.So i still await this withdraw that i do not Think i will ever see. I have had 3 casinos not pay out my winnings,its sad becouse i sure can use mine.
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        Thanks for this post from:

        • Me
        cobra wrote:

        I have been waiting months now for my Withdraw.I sent the documents and was told my funds will be sent to my paypal account.This was over 3 weeks ago.What really stinks is.I lost my daughter right before x-mas and i had to ID her With half her Face missing.I had no money to get casket etc and then outa nowhere i had won over 3,000.00 but was only Able to cash out 1,000.00 of it.I said this must be a gift from Heaven as my Daughter knew i was low on money.So i still await this withdraw that i do not Think i will ever see. I have had 3 casinos not pay out my winnings,its sad becouse i sure can use mine.


        Hi Cobra,

        My deepest condolences for your loss.

        Please PM me your casino username and lets try get your cashout sorted.

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