Prisma/Slot of Vegas/VIP Lounge/Cool Cat/Cirrus/POC/Club Player/Wild Vegas

Thank you so very much for your help.  You're the BEST!!

Please help me with a party city withdraw.  I started my withdraw with Partycity on Dec.23 and as of today still no money.  Ralph B.  help me somewhat in January because no matter how many times I sent docs support would tell me not received.  Finally Ralph gave me direct email to send docs and said I would have money via western union in ten days.  Long story short, my wothdraw was not approved until February 9th and I was then told 7-10 days by Henry.  Well today is 12th day and Sophie is now telling me to check back next week.  I feel like she is playing games with me because Friday she told me next week and now she is saying another week.  What happened to 7-10 business days?  This is out of hand now and I am really upset with this whole process.  My username is cheric and I would appreciate any help I could get to resolve this matter.

Hi Cheri,

I'll be happy to check on the status of your withdrawal and give you an estimate.

Please know the agents in customer service are definitely not playing games.  There have been a very high amount of withdrawals lately and, even this is a great thing for the players, it has unfortunately caused a delay in our usual 7 to 10 business days for funds to be sent.

I'll contact you back tomorrow letting you know when to expect your winnings.  On behalf of the casino, I apologize for the delay.

Best regards,

Ingrid

I appreciate any help you can provide. I realize that all casinos are busy but withdraws should be processed in a reasonable amount of time.  My first attempt at withdrawing was 12/23 and first they could not find docs that I faxed and email 20 times.  I then was told how busy they were with the holidays and it is now been 60 days and everyweek I keep getting the same message about checking back next week.

I look forward to hearing from you tomorrow and thanks in advance for your help.  Once again, my user name is cheric.

Hi Ingrid,

Can u please check with partycity about my withdraw as per your email yesterday?  cheric

Hi Cheri,

I'm an Affiliate Manager for three other casinos, so I have other responsibilities that are actually more related to my position.  I am happy to help in this forum, even with casinos that I don't oversee, and aside from unexpected circumstances, I always write back when I promise I will.  I said I would contact you back today and I will, but as soon as I have information to give you.

Best regards,

Ingrid

Hi Cheri,

I'm sorry you had trouble getting your documents delivered. The department in charge receives documents from dozens of players per day without any trouble, but sometimes they do have problems, I've been a witness a couple of times in the past.  The player tells me "I sent them again" I go and personally check with them the email address and it just simply doesn't come through (even though others do at that same time).  In some cases the attachments are too heavy (I recommend saving them as .jpg and sending them in separate emails), in other cases for some reason the firewall rejects the email address, which is probably why it worked when Ralph gave you a different address.

Regarding the delay in the withdrawals being processed, you are completely right, this shouldn't happen but unfortunately that is the situation at the moment; I wish there was something I could do.

I spoke with the manager of the Finance department to get an update and your funds will be sent in one or two business days, by Monday at the latest.

Best regards,

Ingrid

Hi manager, I recently sent to the mail creditcards@casinosupportcenter.com the documents needed to verify my account, since I have aprox $100 in winnings from a free $120 no deposit bonus at PALACE OF CHANCE, and I would like to know if you received them and how is my verification going and if I can already withdraw my winnings.

My username is gagufe and my email is just_gabe@hotmail.com.

Thank you very much!

Hi Cheri,

Your withdrawal was sent by Western Union on Friday, I just sent you by Personal Message further information.

Enjoy!

Ingrid

Hi Gabe,

When did you send the documents? It takes the department in charge 48 business hours to review them and approve them in your player account.  Perhaps it would be good if you send them to ccprocessing@palaceofchance.com as well, just in case.  Also, I recommend that you send them in separate emails, so that the email is not too heavy and it isn't rejected by the firewall/spam filter.

Let me know when you sent them and I'll ask them to check if they received them.

Best regards,

Ingrid

HI, just as you sugested I just send the documents again with the header "documents to verify my account 1/2 & 2/2" in two separate mails.

Hope they arrive soon

I have a question about the tournaments.
It says that only one winning from a free tournament can be cashed out between deposits.  That seems fair and I understand that.  What happens to the rest of the winnings that are deposited into the casino account?  I have only attempted to cash out $100 (today) from a free tournament and the rest is still in my account with my original deposit.  I have played games at the casino with these winnings and was wondering if the winnings from the tournament money becomes cashable, if my original deposit affects this in any way or exactly what happens?  I don't know how new the tournaments are, but there are definitely some unanswered questions about them, they go down all the time, but they are still fun :-).

Thank you for any information.

ps. tried live help today and they were not able to answer my questions at all.

Tanya Saunders

tsaunaz

Hi Gabe,

Thanks. Sorry for the delay, I've been away from my computer all day and the department in charge in no longer here. Tomorrow I'll check to see if they received your documents.

Best regards,

Ingrid

Hi Tanya,

Think of free tournaments winnings as a type of free chip, you cannot have two or more in a row.  In this case, you had deposited $30 and when you won the first tournament, $100 were credited to your account which still had $26 in it.  Afterwards you shouldn't have continued playing tournaments, at least not without depositing again.

So, in this case someone will void the rest of your funds except for the $126.  This is however real money, so once you have only $126 in your account you can feel free to request a withdrawal or you can play with them and cash out any winnings you have from them: but wait until your account only has $126 in it.

The tournaments are VERY new, they just started a couple of weeks ago.  If you ever feel the person in live help didn't answer your questions, please ask to speak with another agent or a supervisor, they should always be able to help.

Best regards,

Ingrid

Hi Ingrid!

I hope you can help me with this even if it´s not prism/sov/vip lounge!   

I have an approved withdrawal at Party City casino. It was approved feb 9 and of course requested a long time before that.

Can you check it out and see when I get my money to NETeller?

Regards

maphesto

ingrid, user name at coolcat is cosmod11,2 issues
firstly ,a withdrawal waing to be approved from jan 3,still hasnt.
also withdrawal approved from feb 3 still hasnt been sent, please help,thx cosmod11

Ingrid, thx, i see they approved half of my withdrawal from jan 3, and posted the other half pending as of today, does that mean i have to wait another 2 months  to have the second half approved, thx for the quick response, cosmod11

Hi, Ingrid-

After reading through the posts, I must say that you are a gift from Heaven! Let me thank you in advance for all that you do.

After what seems like a million deposits, I finally hit a big one at VIP ($5000) and cashed out last month.  Could you work your magic and see if you can find out status updates?  My only issue is that I use pre-paid VISA debit cards which, as you know, all of your group's casinos requested copies of.  Unfortunately, since these weren't "reloadable" gift cards, I simply threw them away before I realized that copies were needed.  I fished most of those disposable cards out of the trash, and I believe accounting is happy at this point. 

My user name is blane36989.

Thanks so much!

Brian

Ingrid!

I have my money now!

Hi Gabe,

Your documents went through this time, thanks for sending them again.  Everything has been checked and your account is ready for withdrawals, please feel free to request it once more.

Best regards,

Ingrid

Hi Cosmo,

It usually takes 7 to 10 business days for withdrawals or installments to be approved, this one will be in line along with the rest of your withdrawals.  There's been delays lately but everything should go back to normal soon.

Regarding the funds that were already approved, a wire transfer will be sent to your bank account within a couple of business days, you should receive it next week.

Best regards,

Ingrid

Hi Brian,

Congratulations on your winnings!

Documents in your account are in order.  You requested the withdrawal on Friday last week, it usually takes 7 to 10 business days for withdrawals to be approved.  If it hasn't been approved by March 15 please send me a PM and I'll be happy to look into it.

Best regards,

Ingrid

Igrid, thx for your help,and your quick response,well appreciated.i'll stay in touch, stay well ,cosmod

Hi Ingrid, and thank you very much for your help!

Now that my account was approved can I request for a withdraw? or do I have to first make a minimum deposit?

Hi Gabe,

The LCB free chip in Palace does not require a deposit in order to cash out, feel free to request your withdrawal now.

Best regards,

Ingrid

Thank you very much Ingrid, just requested it thru neteller, $107

You're a true blessing for us the players

I have been trying for 12 weeks now to process a withdrawal through SV. I have sent documents five times. I have called three times. Each time I was told that the operator could not access my account so call back later. This is difficult to do as the hours for "customer service" are during my work day.
I have been told various stories. Of course it started with the paperwork was not received and then part of it was and so on until that no longer worked as an excuse. I was told by a very snotty man on the phone that I had "breached" the rules so would only be paid a part of my winnings. Well so be it. However the only way I could possibly have broken the rules in regard to playing more than one free chip is my ignorance of the fact that SV is Prism is Cool Cat etc. If I had inadvertently tried to play a free chip it seems like SV would have locked out that chip.
I did make deposit and playthrough as well as follow the rules to the best of my knowledge and do not ken to being called a thief.
Reguardless, I still expect that I will be paid at least some of what I won as I would be told that I would.
We are not referring to huge sums here -$250.
I have sent no fewer than 20 emails all of which received the same response -- a customer service rep will get back to you in one day.
All of this has been a sad experience as it was fun last January to play your casinos. However, the hangover certainly has not been worth the party.

Addendum to my last post -- the first deposit on which I was later accused of
cheating had been "approved by the manager"  a full month before I was told that I had broken to rules so would not be paid.

Hi, I didn't get your response until now, forgot to check.
I have a withdrawal from a free chip playthrough ($99) that has been waiting since 2/20/10, I also withdrew $100 from a tournement winning.  I emailed about this, but have not gotten any response.  Can you help with this?
tsaunaz

Hi cjwiley,

I reviewed your account and it's complicated when several issues are combined, perhaps that is why this process has been confusing.

Let me start by saying that the fact that Prism and Slots of Vegas are the same casino in no way affects your account or the situation.  You have a separate account in Prism, with a separate username and everything is managed as if they were two separate casinos.

In general terms, and this is the case for all the online casinos that I've worked for, you should never request a free chip while you have funds from another bonus in your account.  When you do this, there is no way to separate terms and conditions for the two promotions and the rules usually say that funds will be voided.

What happened in your case was this:

You made a $50 deposit on January 31st (5 weeks ago) and received a bonus of $180.  The bonus you requested is a "no max/no playthrough" bonus, which means there is no maximum cashout and no playthrough requirements. In other words, if you play just $1 and hit a jackpot, you can simply cash it out without having to meet any requirements.  However, the bonus is "non cashable", which means that when you request a withdrawal, at the time it is approved, the $180 bonus will be deducted from whatever amount you request.

You played with these $230, lost part of it and then requested a withdrawal for $100, which was denied since it doesn't cover the amount that will be deducted.  At this same time, you requested a free chip.  You then requested a withdrawal that included funds from your initial bonus and funds from the free chip and this is something you cannot do.

So your free chip and its winnings were voided and what the casino did was return your $50 + $180 bonus to your account, for a total of $230, giving you an opportunity to try again. This amount is available in your account as we speak.

You can feel free to request a withdrawal, but since the bonus will be deducted, you would end up receiving the $50 you initially deposited.  You can also play with it and once you have some winnings, request a withdrawal.

I'm sorry to say your documents still haven't been received.  I'll send you a PM with additional email addresses where you can send them, including my own, that way we'll be sure to receive them and have everything ready in your account.  I always recommend that you send separate emails, one document per email, so that they're not as heavy.  You should also include your casino username in the subject or body text of the email, for example: Documents account cjwiley1.

Best regards,

Ingrid

Hello Ingrid,

I was hoping you could maybe help. I have had a withdrawal approved at VIPLounge since Feb 6th, but have not received any payment yet. I sent a couple e-mails to the withdrawal dept.( the last one 5days ago, and have not received a response).

Would it be possible for you to check on this and let me know when I might expect to receive payment? I would really appreciate the help!

My log-in name is  sm94225

Thanks!!

Dear Ingrid-

Thank you so much so your patient and competent explanation.
I think the confusion arose after play through of the initial amount when "withdrawalable balance" shows in the cashier window.

You have educated me in one of the more complicated facets of online gaming. This I surely appreciate.

It was my pleasure

Thank you Ingrid!

I really appreciate the help! Didn't seem like I could get any response from the casino itself.

Thanks again!

Hi sm,

Yes, sorry, once the withdrawal is approved it is sent to the Finance department. They in turn process it and send it to one of the third party payments processors, which then sends funds to the players.  It is difficult for the Customer Service representatives to have specific information when the withdrawal is already in this part of the process.

I'll contact you back on Monday at the latest.

Best regards,

Ingrid

I logged into my account today and it says that the $99 and $100 withdrawals were approved, then there was a $30 promo credit in my account.  No explanations, no emails, can you explain what is going on?
Thank you,
tsaunaz

Hi Tanya,

Please leave the $30 there for now, it is meant as your deposit being returned.  I'll talk to the Withdrawals department on Monday to clarify the situation and write back to you.

Best regards,

Ingrid

Hi SM,

I sent you a PM with the MoneyGram information, enjoy your winnings! 

Best regards,

Ingrid

Thanks Ingrid!!!

Got your e-mail with the info! I really appreciate your help in getting that taken care of.  I also noticed that my withdrawal request at Slots of vegas was approved already.....did you have anything to do with that?? If so, once again much appreciated.

I am glad I decided to post here after just lurking around for awhile. This is a great place, and it is nice to know that there are people here to make the online casinos much more personal.

Thanks again!

sm

Hi Ingrid-

I spoke to you about my $5000 from VIP last week, and you wanted me to contact you if I hadn't heard anything by today.  Can you please check into it again?  I'm going to be going out-of-town in a week (to Costa Rica, actually!) and I would love to get this handled before then.

My user name is blane36989.

Thanks so much!

Brian

Hi sm,

Unfortunately your withdrawal wasn't approved, it was denied and funds were voided.  You entered a free tournament first and its winnings are considered a free chip, afterwards you entered and won several others and the casino doesn't allow more than one free chip in a row.

Please visit the Tournaments' Terms and Conditions for further information:

http://tournaments.slotsofvegas.com/terms.aspx

The funds you currently have in your balance will not be voided since afterwards you started following the rules and made a deposit in between each tournament. However, the fact that you are making very small deposits in between each free tournament win is considered an abuse of the rules and of free tournaments and you will not be allowed to continue doing this, please take it under consideration.

Best regards,

Ingrid