On Sept 30, 2017 I requested my $400 balance to be payed out via bitcoin.
Auto response email 'Please send a copy of your drivers license and credit card before we can process your request". No big deal, i make a quick scan to a pdf of the requested documents and submit them via email. Three days go by and i hear nothing. Go to their site and submit another request for payout. Auto response 'Please allow 24 hours to process your request' So (following instructions) once a day i request and once a day i am told to allow 24 hours. I send in direct emails asking for an update nothing. Weeks go by with no response to several mails and repeated failed attempts to request the money via website. I finally call customer service, friendly rep examines the record 'Well i'm not sure what happened but I will get this processed' Cool. Wait two days and no bitcoins show up. I log on to the site and this time my balance shows 0...hmmm, progress? maybe they just process slowly. Wait another day nothing. I call again, another rep 'Not sure what happened but my supervisor says they are transferring it and it should show up in 15 min. I wait a day and nothing. It is now Oct 21(3 weeks in). Till now i've been patient as its only a $400 payout. I call again and calmly try to explain whats going on to the rep. Im put on hold for 15 min and suddenly cut off. I call again and once again make my case, put on hold and the rep comes back...'OK sir, please refresh your page and you should see your $400 balance show up. Refresh and the 400 is back. WTF!? "Sir i'm requesting a payout not depositing." 'Ah then you can just follow the payout process on the website' WHAT!?, i'm back where i started 3 weeks ago? So I ask him how long it will take. 'Well sir, it takes 3 business days to review a request for a payout, as its Saturday you should expect it around Wednesday.'
No, apology for inconvenience, no explanation of why a simple bitcoin deposit has stymied them so.
Shit. No doubt come Wednesday (5 days away) I again will have to go through this runaround.
Im pissed now. For a business who's business is money they seem to do a piss poor job of managing it.
Derek Phelps MyBookie.ag Account ending in 8872
Update : 10/23 On my last mail I told them that if there is some problem processing bitcoins they could just issue a credit to the credit card that i made the initial deposit with if it would expedite things. Got a quick response that they have decided to refund the $400 to my credit card but be patient, that in some cases it takes up to 22 days to process. I immediately respond back STOP! go ahead and proceed with the bitcoin transfer as that way i at least have a confirmation that the $ was sent. They reply 'Oh, Sorry, the refund was just issued and we cannot reverse it now.' (uh...bullshit. I have had several merchant accounts and you have full control of refunds provided they havent processed through settlement to the customers account) I get no transaction number, no case id, no tracking, etc. Been down this road before with vendors waiting out the clock to prevent chargebacks. I have thrown up my hands and just now reversed the charge with my Citi card.
Auto response email 'Please send a copy of your drivers license and credit card before we can process your request". No big deal, i make a quick scan to a pdf of the requested documents and submit them via email. Three days go by and i hear nothing. Go to their site and submit another request for payout. Auto response 'Please allow 24 hours to process your request' So (following instructions) once a day i request and once a day i am told to allow 24 hours. I send in direct emails asking for an update nothing. Weeks go by with no response to several mails and repeated failed attempts to request the money via website. I finally call customer service, friendly rep examines the record 'Well i'm not sure what happened but I will get this processed' Cool. Wait two days and no bitcoins show up. I log on to the site and this time my balance shows 0...hmmm, progress? maybe they just process slowly. Wait another day nothing. I call again, another rep 'Not sure what happened but my supervisor says they are transferring it and it should show up in 15 min. I wait a day and nothing. It is now Oct 21(3 weeks in). Till now i've been patient as its only a $400 payout. I call again and calmly try to explain whats going on to the rep. Im put on hold for 15 min and suddenly cut off. I call again and once again make my case, put on hold and the rep comes back...'OK sir, please refresh your page and you should see your $400 balance show up. Refresh and the 400 is back. WTF!? "Sir i'm requesting a payout not depositing." 'Ah then you can just follow the payout process on the website' WHAT!?, i'm back where i started 3 weeks ago? So I ask him how long it will take. 'Well sir, it takes 3 business days to review a request for a payout, as its Saturday you should expect it around Wednesday.'
No, apology for inconvenience, no explanation of why a simple bitcoin deposit has stymied them so.
Shit. No doubt come Wednesday (5 days away) I again will have to go through this runaround.
Im pissed now. For a business who's business is money they seem to do a piss poor job of managing it.
Derek Phelps MyBookie.ag Account ending in 8872
Update : 10/23 On my last mail I told them that if there is some problem processing bitcoins they could just issue a credit to the credit card that i made the initial deposit with if it would expedite things. Got a quick response that they have decided to refund the $400 to my credit card but be patient, that in some cases it takes up to 22 days to process. I immediately respond back STOP! go ahead and proceed with the bitcoin transfer as that way i at least have a confirmation that the $ was sent. They reply 'Oh, Sorry, the refund was just issued and we cannot reverse it now.' (uh...bullshit. I have had several merchant accounts and you have full control of refunds provided they havent processed through settlement to the customers account) I get no transaction number, no case id, no tracking, etc. Been down this road before with vendors waiting out the clock to prevent chargebacks. I have thrown up my hands and just now reversed the charge with my Citi card.
