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  1. #1
    DaftDog's Avatar
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    Thumbs down Poor Service King Solomons Casino.

    I recently made two small deposits at King Solomons Casino and received the two welcome bonuses. I had a run of luck and managed to clear the wagering requirements, so I requested a withdrawal. (Takes four working days before withdrawal request will be processed )
    Three days later I get the first acknowledgement of the request and they also requested that I send through all the documents required for ID verification. I faxed these through. Next morning I see that they are requesting that I scan and email all documents through, (why give a fax number in the first place) which I did. Twenty four hours later I receive another email stating that all my documents have been sent to their security department and once verified (who knows when) I would have to then re-submit my withdrawal request and, presumably, wait another four working days for that to be processed.

    Today is a week since I requested the withdrawal.

    I must say that I very disappointed with the poor service I have received from King Solomons Casino and am thinking twice about sending traffic to them.

  2. #2
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    Exclamation Cash in

    Hi Ixian

    Good to see you now posting at the GPWA .

    I got the guys to take a look at the case and to be frank am a little puzzled by some of the tags that you are using . I am talking in specific about the delay tactic tag . The terms and conditions state what the waiting period is. Did you take a look at them ? In any business the business owner dictates policy according to their operational needs and in this case this was determined to be the waiting period for my clients on the affiliate program.

    That said i have asked my clients to review this as i do think that this is a rather long time to wait to release a cash in and they agree with me . They are looking at the matter and we will hopefully have that changed before very long and i will have better news for all players. So thank you for that.

    With regards to having to resend stuff - apparently the front of the card and a Date of Birth had to be verfied - i think that you will find sometimes with the best of Fax Machines things dont come out very well on the other end. That is why you were asked to resend. Was this not communicated properly to you at the time ?

    Everything was verified on the 23rd and apparently it takes between 24 to 48 hours to have the funds in back in your account. As they are international transactions your actual account will be credited according to the efficiency of your bank and the vagaries of the international banking.

    I am sad to hear that you will not be sending traffic to us in the future and hope you will see fit to change this policy.

    I think labelling this as poor service and delaying tactics is a bit strong especially when all this is presented to you upfront - but as per above i am sure that things can get better and that is already taking place as we speak.

    Regards
    Stelios
    Amy
    Affiliate Manager
    WagerJunction | Facebook
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  3. #3
    DaftDog's Avatar
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    Default

    Hi Stelios

    Thanks for your reply.

    I submitted my request for withdrawal last week Thursday 18 Feb.

    The first confirmation of my withdrawal was emailed to me on Tues 16 Feb.

    I'm not fussing too much about the resending of documents as I did miss read this part of the email.

    The part that really made me angry was this:

    "Rest assured that once all requested documents, will be validated, you will able to resubmit your withdrawal request, and same will be process on our end without further delay."


    • So the casino responds to my withdrawal request on working day three.
    • Have to submit documents and when they are verified (who knows when) I can resubmit my withdrawal request and wait another four days.

    I requested my withdrawal to my Moneybookers account, so there are no issues there. Today is Thursday, exactly one week since I submitted my request and still my withdrawal has not been processed. So maybe now you can see why I tagged this post "delay tactics".

    I did not say I would not promote your casinos, I am currently promoting Windows and KS on both my sites. I just would hate for one of my referrals to have to experience the same poor service that I am experiencing at the moment.

    The customer support when opening an account and depositing is tremendous. Pity this can't be the same when you are trying to collect.

    PS. I've been posting here since Oct 2008
    Last edited by DaftDog; 25 February 2010 at 9:25 am. Reason: Add PS.

  4. #4
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    Default Withdrawal Request

    Hi Ixian

    I hear you re this and i can assure you that our clients are reviewing the whole process . A new one should be in place next week . I think that the language on the mails that are recieved need to be reviewed as well . I will get them to do that as you should not have to resubmit . That is ludicrous and i dont think that is the case.

    Thank you for bringing this to our attention , i can assure you that i am working with these 2 particular Casinos to ensure that players are well looked after.

    I will let you know once there is a new process in place.

    Regards
    Stelios
    Amy
    Affiliate Manager
    WagerJunction | Facebook
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    thepokerkeep (25 February 2010)

  6. #5
    DaftDog's Avatar
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    Default Docs verified and payment made.

    Hi Stelios

    Payment has been received via Moneybookers.

    Will be good if management can speed things up.

    Thanks for helping.

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    wagerjunction's Avatar
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    Default

    Hello again
    I just received an update that with immediate effect the withdrawal process is changing in both King Solomons and Windows Casinos.

    Processing time is reduced for both new and VIP players and what you found most annoying, the re-submission of the withdrawl request, is not a thing of the past. You can see the whole update here: http://www.wagerjunction.com/gamblin...ews.html?id=62

    Thank you for your feedback, it helped us improve our service.

    Best regards
    Amy
    Affiliate Manager
    WagerJunction | Facebook
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    sipka (10 March 2010)

  9. #7
    DaftDog's Avatar
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    Default

    Quote Originally Posted by wagerjunction View Post
    Hello again
    I just received an update that with immediate effect the withdrawal process is changing in both King Solomons and Windows Casinos.

    Processing time is reduced for both new and VIP players and what you found most annoying, the re-submission of the withdrawl request, is not a thing of the past. You can see the whole update here: http://www.wagerjunction.com/gamblin...ews.html?id=62

    Thank you for your feedback, it helped us improve our service.

    Best regards
    Well done, glad you guys swallowed the criticism and took the proactive route. I'll be back.

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