[big joe 1212]

Let me start out by saying that this is my first really bad experience with them. They have been top notch for years. But after today, it looks like I'll have to take my business elsewhere.

I requested a BTC payout online this morning. Somehow they declined/canceled the transaction and didn't tell me. I called and asked why. I was told that they sent me a text and an email. I received neither.

They tell me that it was declined because I have not sent in copies of my credit card and authorization form for card ending in ****. I used this card back in March and had to send in all this information before I could even deposit. I also have taken 5 BTC withdrawals since then with no problems. As you can see below this card has been verified. I tried to explain all this to the rep but she just kept repeating herself like a broken record and kept pissing me off. The supervisor refused to get on the phone and told the clerk to tell me to send the info in or I will not get paid.

I do not use this card anymore and closed that account. I know this sounds like a story everyone would tell but I really did close the account because I transferred the balance to a no APR card. I cut the card a while ago so I do not have a copy. They said I will have to contact the credit card company and get a letter. THAT WILL TAKE FOREVER!!!

So now I'm screwed and a supervisor won't talk to me. Yeah I know I can fill out a complaint form but shouldn't have to go through all this trouble!

Heritage....Just send me my fukkin money!!!! You are stealing from me!!!! I don't have time for games!

[big joe 1212]

Oh, and let me add one more thought. I have made several deposits by BTC in the last few months as well.

[Optional]

Yeah I know I can fill out a complaint form but shouldn't have to go through all this trouble!

It's probably your best chance by the sounds. You can email help@sportsbookreview.om with your account ID and a link to this thread if you prefer.

[Ghenghis Kahn]

hmmm this sucks. why would they make you do all this when you've got bitcoin cashouts before? any idea?

[SBR Forum]

Hi big joe,

Please don't post specific banking info even if no longer valid.

Whenever plastic is used, books need to validate accounts. It is for your own protection. You might be able to simply provide a previous statement from when you had the card due to your circumstance. Did you ask a manager if you can just do this?

[relaaxx]

maybe heritage insider will see this and help you out. frustrating when a supervisor can't take the time to talk a few minutes to straighten out a problem for a customer. what are you suppose to do keep your credit card forever just in case a sportsbook changes their mind about verifying a card after a number of withdraws. if there is nothing more here except what looks obvious i'm sure it will be straightened out soon. they are a great book. but shit happens. it's important they are fixed quick.

[big joe 1212]

hmmm this sucks. why would they make you do all this when you've got bitcoin cashouts before? any idea?

I know. It makes no sense. It's an obvious error on their part, but the clerk refused to listen to me.

I don't think they are stalling for any reason. They made an error. They need to listen to their customers when they are trying to explain the obvious.

The clerks must get idiots calling all the time so they just figure everyone is an idiot.

[big joe 1212]

Hi big joe,


Please don't post specific banking info even if no longer valid.

Whenever plastic is used, books need to validate accounts. It is for your own protection. You might be able to simply provide a previous statement from when you had the card due to your circumstance. Did you ask a manager if you can just do this?

Sorry about the banking info.

I can't ask the manager anything because they refuse to get on the phone with me.

Someone there in their payouts needs to do a double check on this one. They made an honest mistake and they can easily fix it.

[pimike]

Keep us updated.

[Courtesywipe]

I save any card I have ever used to deposit. Even if the account is closed. I always fear they may ask for a card I used a year ago. Are you saying when you closed your cc account you cut it up?

[Heritage Insider]

We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request.

At 3:27 pm, there was a Free Play placed in the account for the inconvenience. And we expected to have your payout submitted and processed.

We've been around for a while, mostly because we value our customers and always do right.

The payment has been sent and we apologize for any inconvenience.

Anyone that ever has an issue that can't be resolved through our regular channels, is welcome to contact me.

Insider!

[big joe 1212]

UPDATE:

JJ from Heritage called me and we had a nice conversation. Everything is all set now. They made a mistake and are correcting it. Funds are on the way. He will be listening to the phone call I made and will be taking corrective action against the supervisor who refused to talk to me.

He actually called me twice. The first conversation wasn't so pleasant. He was mad because I posted that Heritage was stealing from me. I told him that I did make a comment about stealing but I think everyone can tell by my words that I just meant that it's just a form of stealing when they refused to give me my money that I'm fully entitled to. I also made several comments that I thought it's just an error and I was just pissed that they wouldn't listen to me. They were going to close my account and send me all my funds.

But like I said, the second conversation was productive. I'm still going to bet with them as they are my still my top book. Bumps in the road will always happen I guess. Just too bad that it took a post on SBR to get them to look into my situation.

I'm just glad that everything worked out quickly.

[relaaxx]

good to hear

[big joe 1212]

We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request.

At 3:27 pm, there was a Free Play placed in the account for the inconvenience. And we expected to have your payout submitted and processed.

We've been around for a while, mostly because we value our customers and always do right.

The payment has been sent and we apologize for any inconvenience.

Anyone that ever has an issue that can't be resolved through our regular channels, is welcome to contact me.

Insider!

Just to clear these comments....nobody contacted me through the day after the request got denied. I have no emails, texts, nor phone messages.

The free play at 3:27 must be Pacific time, after my frustrating phone call.

I just don't want to look like the schmuck here...

I do very much appreciate your attention to this matter. I'm glad things worked out and look forward to a continued relationship.

[Courtesywipe]

We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request.

At 3:27 pm, there was a Free Play placed in the account for the inconvenience. And we expected to have your payout submitted and processed.

We've been around for a while, mostly because we value our customers and always do right.

The payment has been sent and we apologize for any inconvenience.

Anyone that ever has an issue that can't be resolved through our regular channels, is welcome to contact me.

Insider!

Another reason that Heritage as taken the #1 spot from 5dimes is here in black and white. The fact that the lines of communication are open as witnessed here is key!

[Ghenghis Kahn]

good to hear everything worked out quickly for you.

[TheMoneyShot]

Heritage Sports good people.

Glad everything worked out for you Big Joe!

[Jetsfan]

good to hear everything worked out quickly for you.

yeah looks like he may not have even needed to cry like a little bitch and could have sorted it out with a phone call

[big joe 1212]

yeah looks like he may not have even needed to cry like a little bitch and could have sorted it out with a phone call

I guess you didn't read the original post

[Ghenghis Kahn]

I guess you didn't read the original post

don't mind the douche bags. there are plenty in this world. most likely a little midget with a small fukking dikk.

[Gooleez21]

Heritage is the only way to go....except for their absurdly corrupt casino software of course

[cloverfield]

yeah looks like he may not have even needed to cry like a little bitch and could have sorted it out with a phone call

Yeah it always happens like that. Normal people would post a message on here describing the problem. Instead he uses terms like "they are stealing my money!!!!!!!!!!!!!!!!!" "just give me my fukking money".

I can only imagine what type of stuff he was telling the clerk on the phone. We won't hear it because Heritage is too classy to post that kind of thing. The way a person talks often tells you a lot about someone. He knew it was a mistake as he said they have paid him in Bitcoin numerous times before.

Heritage and especially Heritage Insider are the classiest people you can deal with. Anytime I have an issue they are on top of it and I don't have to ask twice. However it appears I am a lot calmer in my dealings with them. Conduct yourself better if you expect professionalism back.

[big joe 1212]

Yeah it always happens like that. Normal people would post a message on here describing the problem. Instead he uses terms like "they are stealing my money!!!!!!!!!!!!!!!!!" "just give me my fukking money".

I can only imagine what type of stuff he was telling the clerk on the phone. We won't hear it because Heritage is too classy to post that kind of thing. The way a person talks often tells you a lot about someone. He knew it was a mistake as he said they have paid him in Bitcoin numerous times before.

Heritage and especially Heritage Insider are the classiest people you can deal with. Anytime I have an issue they are on top of it and I don't have to ask twice. However it appears I am a lot calmer in my dealings with them. Conduct yourself better if you expect professionalism back.

I was completely calm until they refused to process my payout and listen to me. I think anyone in my situation would get upset. However, I never used any profanity.

What was I suppose to do? Say "thank you for not paying me even though I have a right to my funds and you can just keep my money?"

I was calm and asked to speak to a supervisor. I did all the right things. The clerk and the supervisor were the classless ones.

Doesn't matter to me anymore. I got paid and moved on. If they want to treat a customer who gives them 25k in action over the last 2 months like that, then oh well. I'm back with 5D as of yesterday. I'll give them my action.

[soxwin1917]

Heritage Insider is the best. Solved my problem as well.

[flyingillini]

I've been with heritage a lot longer than most on this forum. I live in a country where I can play at any book I want. When it's all said and done, from top to bottom , Heritage is the best in the business. At least in my eyes

[suckerbet]

All I can say is Heritage is "top shelf" in my book. Always polite and on top of any issues raised with them...........

[capone1899]

All I can say is Heritage is "top shelf" in my book. Always polite and on top of any issues raised with them...........

So polite is not listening to the OP or letting him talk to a manager when he knows its a mistake, or calling him and being rude with him because he posted this thread?

[cloverfield]

So polite is not listening to the OP or letting him talk to a manager when he knows its a mistake, or calling him and being rude with him because he posted this thread?

two sides to every story...right?

Heritage Insider: "We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request. "

but of course we can't believe the big bad book. Unsurprisingly the majority of people in this thread have the exact opposite experience with Heritage than the OP.

[Rollins08]

Heritage is the most solid book there is. It seems to me that this was just a miscommunication issue that would have been worked out eventually. Maybe the OP should have tried insider first before posting, but he may not have known insider was even an option.

[big joe 1212]

two sides to every story...right?

Heritage Insider: "We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request. "

but of course we can't believe the big bad book. Unsurprisingly the majority of people in this thread have the exact opposite experience with Heritage than the OP.

Insider used incorrect wording. Nobody researched the issue until I posted on here. My guess is a moderator reported the issue or Insider saw the post and researched the issue.

NOBODY at Heritage was helping me nor would listen to me.

However, once I did post, the issue was quickly resolved and payment was processed right away.

As I originally posted, This was my first real issue with Heritage in 13 years. But I posted because I was at a dead end.

So everyone who keeps thinking I was a rude Ahole are all wrong. You have the same thinking as the rep who answered my call thinking that every player does not know what they are talking about.

I agree with most of you that think Heritage is a top book. That's why I've been playing with them for so long.

I give permission to Insider or anyone else to post the time line of events that day. I'd like to put this matter to rest. I don't know why people like to bash people for posting truths.

Anyways, it's water under the bridge and it's time to move on.

[BigBlueNYG]

People are giving you a hard time bc people suck and/or they haven't experienced a payout so they don't know what else to do

[capone1899]

People are giving you a hard time bc people suck and/or they haven't experienced a payout so they don't know what else to do

That is my guess also

[capone1899]

two sides to every story...right?

Heritage Insider: "We researched this issue throughout the day and found that we in fact had the documents. We attempted to contact you to resubmit your payout request. "

but of course we can't believe the big bad book. Unsurprisingly the majority of people in this thread have the exact opposite experience with Heritage than the OP.

There are but I have a hard time believing that if he was contacted (phone or email) saying to resubmit the payout he would have ever started this thread.

The reason the people in this thread have the exact opposite experience is because none of them had there payout declined because Heritage wanted documents they already had.

I have no problem with the mistake....shit happens....I have an issue with customer service giving the same robot response over and over again and the manager not taking his call to clear up the issue. To me, thats not friendly customer service. The whole thing could have been cleared up in minutes

[big joe 1212]

There are but I have a hard time believing that if he was contacted (phone or email) saying to resubmit the payout he would have ever started this thread.

The reason the people in this thread have the exact opposite experience is because none of them had there payout declined because Heritage wanted documents they already had.

I have no problem with the mistake....shit happens....I have an issue with customer service giving the same robot response over and over again and the manager not taking his call to clear up the issue. To me, thats not friendly customer service. The whole thing could have been cleared up in minutes

Exactly! And Insider/JJ/whoever called me agreed 100% and they were going to find out who I spoke with and reprimand them.

Hopefully this thread can end now.