May 18th 2011
I requested a withdrawal today for $5000.00 via Electronic Fund transfer. I received and email within two days confirming my withdrawal request and telling me I will receive more information as soon as it was confirmed. I heard nothing for a week.
On May 24th 2011
I called and spoke with one of your cashiers and she informed me that you no longer do electronic fund transfers. I asked her if anyone was ever going to notify me. She apologized, and informed me I had to cancel the withdrawal via Electronic Funds Transfer and request a Quick Tender withdrawal. Quick Tender limits are $2500.00 so I made two withdrawal requests one for $2500 & one for $2300 and kept $200 to play with. I received a confirmation email saying they received my requests for $2500 & $2300 and I would be notified with 48 hours on when I should be receiving my money. I also sent in the form required and was notified that all the forms were received.
June 10th 2011
After hearing nothing more for 14 days I called again and was informed at that time that you no longer use Quick Tender for withdrawals. (Does any of this sound a little familiar) Again your agent did apologized and told me the only way to get my money now was with Money Line Wallet. I had to create and account with MLW, I had to deposit money into the account just to set it up. Then I had to reverse my withdrawal AGAIN! I then had to request my $4800.00 through MLW which has a $100.00 limit per transaction so I had to process 48 transactions for $100 each and filling in all my information each time. I was told by your support person that this would process immediately because my withdrawal had already been approved twice before. I received 48 confirmation emails for my efforts and waited 4 days.
June 14th 2011
I called again and was told by support that they sent a message to accounting asking for my withdrawal to be processed and for accounting to stay in touch with me with the status.
June 27th 2011
I used the online chat again because once again I have heard nothing from your accounting department about my money. NO ONE from your casino has ever contacted me EVER!!! I wait for two to five days every time and never hear anything from anyone!!! John (your online chat person) told me that you were waiting for my utility bill. I have been told this as a delay tactic every time I contact support either by chat on phone. John went and checked and came back and said they found all my forms including my utility bill. John told me he discussed my situation with his Manager Mr. Oliver. He apologized and said that he was submitting a report on this problem. I waited 48 hours and nothing again from accounting, support or anyone from the Casino.
June 29th 2011
I called 1877-676-1504 again (now day 41 of this craziness) and was told again that accounting is waiting for my utility bill again. I explained the whole ordeal with the gentleman on the phone. He apologized again and said that accounting is telling him that they do not have the copy of my cell phone bill again that John just found 2 days ago. I sent it again and I am attaching all required forms again in this email because I am tired of the lies and total lack of concern by your casino. I am not sure why you will not pay me, maybe the casino is broke, maybe you never pay anyone. I spent money with your casino in good faith and I am tired of the lies & deceit. I expect to hear from someone within 24 hours.
July 1st 2011
Another 48 hours and nothing again, no email no contact and no money. I called 1-877-676-1504 again. I went through the whole procedure with the support people again; they checked everything and told me there was nothing they could do because it is in the accounting departments hands. I asked to speak to a supervisor, they put me in contact with Angel, and (she refused to give me her last name). She checked and said the reason is has not been processed is because they cannot read the Microsoft Word Document I sent that is a copy of my utility bill. I was told every time I called that they did not have my cell bill when I asked someone to check they all found it fine, this is the first time anyone told me they did not have the capability of read a word document. Angel asked me if I could send the document in a JPG file, I sent the cell bill to the support email and received a confirmation email with a Ticket# LTK5260624995X saying they received my email and someone would contact me with I business day. I heard nothing.
July 4th 2011
I called again and after all the waiting and standard excuses I finally got to talk with Angel again. I asked her to check on the file to make sure they could open the file. She told me yes everything was fine and accounting should process my withdrawal the next day. I told her I have heard that story for the last 47 days, she promised me she would go to accounting the next day July 5th 2011 and get this handled and she would email me the same day after she talked with them. I have called the 1-877-676-1504 number every day since, I have never heard from Angel again and she is never there, I asked every time to speak with the supervisor on duty and they are never, never, never available. I have been asked to call back in an hour and ask for Jason or whatever name they are making up that night. I finally was able to get to speak to Jason. Jason checked everything and told me that their having all kinds of delays with their payment companies and are now so backlogged no one can tell them when they will be able to process any withdrawls.
July 13th 2011
I worked with the online chat again, I have copied the conversation into a separate document but the same lies continue after 56 days they are still promising me that someday I will get paid. They cannot tell me when and no one has ever contacted me from this casino, NOT ONCE, NOT EVER
July 14th 2011
Nothing again from anyone at the casino no response or email from Zenice who promised me she would send me an email after talking with her manger and would definitely email me today with an update. No contact from Zenice or accounting again as usual. I called and spoke with John in the support department and I got the same story that accounting is processing my withdrawal and they will contact me as soon as it is done. I told John that was the same lie I have been told for 2 months and demanded to speak to someone that could help me. John transferred me to Jason his supervisor. Jason has spoke with me before and he explained again that their E-check company is out of business, that Quick Tender is out of business and that MoneyLineWallet is having trouble with their volume of payouts. I told Jason I had researched their casino on the web and found hundred of listing for people that have never been paid by Plenty Jackpots. Jason told me that they payout all withdrawals and they are just having some delays at this time. I told Jason that 2 months is plenty of time. I requested that they cut me a check for my $4800 and he said they are having issues with their check processing also. Jason once again promised me that someone from accounting would contact me tomorrow.
I have called every 3 to 4 days since and have been getting the excuses and lies. Its all up to the accounting department and they will escalate the call to them and I should get an email in 24 to 48 hours. I have been waiting for 68 days as of July 26th 2011 and have never received an email of call from accounting.
July 29th 2011
Called again and was given the same old lies that the accounting department is processing my withdrawal and I will receive an email when my withdrawal is complete. No supervisor available again and no way to speak to accounting. It has now been 71 days
August 1st 2011
Called again and was told that they are just waiting for account to catch up with all the withdrawals they are processing. I was able to get a supervisor on the phone after calling back three times and Jason (would not give his last name) told me he would personally make sure accounting contacted me tomorrow. I have been told this several times by numerous support people and supervisors and have never heard anything from anyone ever.
August 3rd 2011
I never heard from anyone again, called and spoke with Andy (would not give last name) and was told the same lies again. They are waiting for accounting to catch up processing withdrawals. No supervisor available right now and I were told I could not hold that I had to call back. I called back and got Andy again, he did put me through to his supervisor Jason (refused to give last name) and Jason told me he would put through another urgent request to accounting to process my withdrawal. Jason told me there was no way he could do more than that. It has been 76 days and still nothing but lies.
August 10th 2011
Another 7 days and no email or call from the casino, I called again and reached Andy in support, I got the same your withdrawal is in process story I have been getting for 83 days. I asked Andy if I could speak with a supervisor and he informed me there was not one on duty and I should call back tomorrow.
August 11th 2011
I called and talked with Dexter this morning and he researched my account and told me your withdrawal is in process same excuses and same lies. I asked him if he really expected me to believe that they have any intention of paying me my winnings. Dexter said he believed that he assured me that as soon as accounting processed my withdrawal I would received my money. I asked Dexter to transfer me to accounting and he told me they were not located here in Manila, and he had no way of transferring me. Dexter said I could contact the accounting department through email. I explained to Dexter that I have sent 25+ emails to accounting and have never received a single reply, not one! I asked Dexter if I could speak to a supervisor and after a few minutes I was connected to Jason his supervisor, Jason told me that what Dexter had told me was all they could do. Jason told me that normally they process all withdrawals within 7 to 10 days and he apologized for the delay but they were having issues trying to process the high volume of payouts they are having. I told Jason that it has been almost 3 months that I have been waiting (84 days) I doubted anyone ever has been paid by this casino or any casino in the Curgam Malta Ltd casino group. He assured me that I would eventually be paid and that I must remain patient. I asked Jason if he thought that 84 days was not being patient and all he did was apologize again. Jason told me there was no one higher up that him to speak to and said goodbye.