Rant on islandcasino

[buckeye]

I am losing my patience with these incompetants. I ask for a fedex redemption on 11/8. After not getting anything for 3 weeks ( I have had to wait two weeks in the past so I didn't think there was anything up) I send an email asking what's happening. Again nothing for a week, no check and no response. I start calling them twice+ a day all this week and keep getting the run-around. First they say that it was sent western union. then they say I have to call later for control#, then they give me a bogus control # and w/u has nothing sent to my name or with the control # they gave me. They keep telling me to call back in an hour and when i do they say that anyone who could help me has left and i'll have to call back tomorrow. 3 times they have told me to ask for Lilly, and then when I do she either isn't there or they don't know a Lilly?

I have gotten redemptions from them in the past, slow but without any problems. I felt better about them knowing they started to advertise here at BW, now they are really pissing me off with this run-around BS!

[reno]

Buckeye, this is surprising to me, and disturbing. During baseball, I regularly got pay-outs from them within a week after I requested them. I'm still playing with them, but haven't requested a pay-out since baseball. I had heard that Island Casino had had some rocky times in the past, but I had assumed that all had been ironed out and that they were now a more professional and competent operation. Hopefully, someone from Island Casino will respond in this forum and clarify this matter. Perhaps you should e-mail Jeff and have him intervene on your behalf.

[bikerboy]

I'm having the same problem with one called Go To which uses same software. Three weeks and their telling me my bank account number is only eight digits long so it must be wrong. Trying to get answers is impossible, must have called in 12 different times. They stink. I never play there again.

[Jeff]

I'd be happy to help with either one. Been in touch with GoTo recently.....

Feel free to email me at [email protected]

[buckeye]

bikerboy, its funny you mentioned goto. I actually requested payouts from 4 outs on 11/8 including goto. goto's actually arrived first to me, fedex within 2 days, so i have no complaint about them. islandcasino is the only one who have f-ed up for me, the 3 others delivered within 4 days.

What pisses me off most is their failure to follow up with a response to my email and they keep telling me to call back in an hour, i know they do it just to get rid of me which sucks. They don't give a crap about straightening it out.

Thanks reno, that's my next move. I thought i would make one more try to talk to the elusive Lilly tomorrow morning.

good luck all!

[bikerboy]

Friday morning and Go To is still giving me the runaround. Spoke to a new guy named Serg and he says he email me by 3:00 pm with info on my money. Now they won't let me talk to bookkeeping. 13th phone call and still nothing.

[buckeye]

I still didn't get Lilly. Some guy named JC gave me the same control # they gave me 3 days ago. I asked when the $ was sent because w/u said it was a bogus # 3 days ago and they had no record of any transfer sent to me under any control #. JC said it was sent 11/9 and that he had just double checked again ( while I'm on hold for >5 minutes for the umpteenth time ) to make sure that it was available with w/u. I told him that they rejected it 3 days ago and, unless they hadn't sent it then, I don't see how it would be correct now. He still insists its correct and that I only need to go to w/u to collect.

I am making another, probably wasted, trip to the w/u office to probably be told it is bogus again. This sucks!

[IslandCasino]

Buckeye..

I have been working on your situation for the last few days and found that you did in fact request a redemption on 11/8 but it was requested via Western Union and not Fedex. I checked with Western Union and found that you did in fact pick up the funds at Western Union. I truly apologize for any miscommunication or any challenge with our customer service follow up. Island Casino strives to provide the best possible customer service and pay outs with 3 days.

If you have any questions or if you need additional information, please do not hesitate to contact me directly.

Best regards,
Islandcasino
800-511-4844

[bikerboy]

I finally got to a guy named Jerry who told me he was with customer service and he would solve the problem. He was the first person to sound like he knew what he was doing. An hour later the money was in my account from the older one of the two bank wires. Needless to say I am releived, but why I had to go through almost 3 weeks of hell I no know.

Anyway, my friend was right...Bettorsworld RULES!!! He said if there is ever problem with money, telll here and you get solved. Right on. Thanks mucho!!!

[buckeye]

What a nightmare!

First, I thought that I requested fedex via islandcasino's internet withdrawal screen on 11/8, I got an email receipt from islandcasino on 11/9 saying the transfer had been processed as requested ( fedex I thought ,but the email doesn't specify ). I told this to Mani ( islandcasino clerk )when I called about it on 12/6 after not getting a fedex for weeks, nor any response to my email from 11/30 to inquire on the status of my redemption. When she said that island had sent my money w/u, I assumed that I must have inadvertantly clicked the wrong button on the withdrawal screen and that's why I hadn't gotten my check via fedex ( no big deal, I don't care how they send it that much really as long as I get paid ). Mani said to call back Tuesday 12/7 for the control #. I did and when I went to try to collect, w/u said they couldn't find any transfer pending for me. After many more phone calls throughout the week to try to find out what happened to my money, now I'm being told, by w/u and islandcasino, that someone signed for the money on 11/26. This is a week and a half before I even knew that it was "incorrectly/inadvertantly" sent w/u, let alone had ever been provided a control #. If somebody collected, it wasn't me!!!

Now I have to wait for islandcasino to get a receipt of the signed transfer from w/u next week before they will do any more. From what they ( J.C. and Lilly ) have said, they think that I must have already collected and have somehow forgotten. Since I didn't even know where the closest w/u office was in my town until Tuesday of this week ( 12/7 ), I KNOW I DIDN'T!

I am now very worried that straightening this out will drag on since I KNOW that if anyone signed and picked up the money, it wasn't me, so SOMEONE ELSE may have fraudulently signed for my money and I believe that islandcasino is assuming I have just forgotten!

Jeff, I will email you to see if you can help me out, this is really disgusting stuff!

[IslandCasino]

Buckeye..

We will take care of this issue with you but please understand our situation. Your request came thru the Internet and was requested via Western Union, we sent the funds and Western Union tells us you signed for the funds. They will provide the signature for us on Monday. We cannot make Western Union perform any faster.

I can guarantee you that we will rectify the situation.

Best regards,
Islandcasino

[buckeye]

I am still getting the run-around. I called 5 times this afternoon and got the same old story. Call back in 30 minutes. Lilly is at lunch. Accounting is too busy. They are too busy processing redemptions. Along with hanging up on me twice.

What about my redemption, shouldn't you fix a problem before working on new requests?

I understand your stance, you think I have already collected. My problem is that I guarantee you I haven't. You promised to get something ( supposedly a signed transfer from 11/26 ) from western union by early this afternoon, yet you won't take my calls and keep hanging up on me and giving me the run-around!

This is the worst customer service I have ever heard of.

I still don't know why JC told me that he had confirmed with W/U that my tranfer was available last Friday ( 12/10 ), and only after another failed attempt to collect and 2 more phone calls do you tell me that W/U says someone collected it on 11/26.

Your records should show that I was never provided a control # until 12/7, and that I emailed you asking where my redemption was on 11/30 ( which would have only been a couple of days after I allegedly collected - which is ridiculous ). This wretched situation just keeps getting worse the longer it drags on!

[mls]

Buckeye:

You said, "now I'm being told, by w/u ... that someone signed for the money on 11/26."

I fail to see what else Island Casino can do if Western Union says "someone" picked up your money. If you did not pick up the money then this is now a case of criminal forgery.

If I request a check by mail and someone intercepts it and forges my signature my complaint is against the bank that cashed the check - not the sender. If w/u improperly paid your money out without adequate I.D. then you have a case against them.

I am sure that Western Union has procedures for such cases - but, like any criminal investigation, you can expect a LONG wait.

I am sorry for your situation but I fail to see what Island casino can do at this point - the ball is in Western Union's court.

[intheknow]

Get the control number for the W/U transfer that was picked up and call W/U yourself and confirm with a clerk that the transfer was paid out.

[The Phantom]

I agree with mls, as far as I can see, you requested a a payout and a payout was sent and collected. Now there are problems here but the only one I see that involves island is that they have a bad customer service. But that is not enough to rant about them. I bet they had the same customer service as they did before your problem and I guess it didn't bother you then i guess they have a good side that shadows their customer service. I must admit I have never bet with them. All I see here is that if you really didn't collect the w/u and W/U really says someone collected that money you should go to the police. I bet you can arrange with someone on the casino so that they say it was a person to person w/u and leave the sportsbook side out of it.

Well good luck