I like to keep a very small bankroll online since I have a ton stuck on FTP. After taking several checks off since my initial deposit I finally had to make another deposit. There was some problem with depositing using a credit card and it said to email support. I did so and I got a reply within 5 minutes. I emailed them back and got another super quick reply. Everything sounds good until I compare it to the response time when I was asking about cashing out. I had about 5 emails about cashing out that were never responded to and I think 1 that was replied to several days after. Guess they only care about helping you get money on and dont care to waste their time helping you get money off. Nice.

2 months and nearly 2 weeks, still no monies

Rizen,

Did you receive my email?

Yes - I have asked my CTO and ops manager to look into it ASAP. I thought i had sent a response via e-mail, but if it didn't get to you I'm sorry, please follow up with me if no one gets back to you today.

Thanks

-Rizen

Maybe I am missing something but you say that account auditing takes 10-14 days. Yet international players can get cashouts within a week. Not sure how that makes any sense.

Also shouldn't or couldn't there be an expidited process of auditing for players who have made a large number of cashouts without any collusion, scamming, chip dumping going on since these players would probably have been caught doing these things in previous cashouts

As a side note I do appreciate all you are doing to keep people in the loop rizen

+1

i request on 8/21 and the status is still "requested" ? is this normal i usually see this change to authorized in 10 days

Yes, that is normal now. I have a check from 8/1 and the status is still requested. Try reading a few posts in the thread before posting next time.

International players withdraw via ewallet on the poker side, the network team handles all of that and the process that I explained only applies to what our team on the casino side does. This is the main reason for that difference.

Right now everyone goes into the same queue, but players who have no flags on their account are done very quickly once their turn arrives. your point about potentially having two queues (one 'high risk' and one 'low risk') probably makes sense though, and I will pass that along and see if it makes sense to implement something like that.

Thanks

-Rizen

Rizen,

Could you please find out when the next batch is going out? I understand Mondays etc...but I've been skipped over the previous two "Mondays" if they went out then. I've repeatedly been told that it will go out (casino side) next batch. No one can answer the question though...when's the next batch?

Thanks as always

Casino Side
Requested August 2nd
Authorized August 25th........

How does it go..

Requested...
Pending Approval..

Then what.. This is my first withdrawal

rizen you said that once i had a moneybookers international account or ecocard account i would be able to get my money quickly...the check u guys supposively processed is nowhere to be found and as per usual no1 is replieing to any e-mails. Also I would like to say i'm openly looking for a vig trade for stars, moneybooker if anyone on here is looking for that. I seriously don't believe u guys have the money and that just seems like the prime problem.

^^^^^^^^^^^^^ this is as nice as i can be considering i've been trying to cash out over 10k for 2 months and haven't seen a dime and have done everything that ever single rep from the co has asked of me + went on here for extra help.

Rizen,

I still have not heard anything from Lock Support regarding that transaction.

Thanks for the help

Requested: 8/8/11
Approved: 8/31/11
Received: 9/2/11

From the poker side :-D

check cleared, took lil over a month for the whole thing but glad i got my $

kinda funny little check came in a big @$$ envelope

is it better to cash out via the casino side still?

No, poker side has been faster than the casino side in the past ~1 month

So just do it on the poker side

Just noting to you that Rizen put up a sticky in this subforum that he'll be away for most of the holiday weekend, so don't freak out if you dont hear anything from him in the next ~3 days

Do you get the cashout fee back from the poker side?

That is done by Merge so not as far as i know

I thought the first check of the month was free on both sides, I very may well be mistaken though. Thought on both sides that you just had to email in to get a refund

Like I said though, easily could be wrong...I'm not sure

do you know who to email for it?

Idk, id just send to the general support email

Donk inquiry:

You CAN have a check requested on the poker side and the casino side at the same time, right?