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ok. to those of us in the april 1st give or take period, I think I got to the bottom of it. it's like peeling layers of BS with these guys, but after the enclosed chat, I called and spoke to a supervisor. I was told that 2 weeks ago they RE-SENT the checks. Started the process all over again I suppose. I still don't feel like I've been given a straight answer though, because originally I requested on 4/1/08 and it was UPS as the carrier. Then it changed to DHL; a supervisor gave me a DHL tracking number, and the DHL website says shipment acknowledged 4/22. FOUR weeks ago not 2. Anyway, I don't trust any of this or think we have any honest direction from these guys but ..... we'll see.
<chat contents>
Hello, my name is Eamonn Brown. How may I help you today?
You: my question was submitted within issue description
Eamonn Brown: Please hold on a moment while I familiarize myself with this issue....
Eamonn Brown: I appreciate your frustration and we are sincerely sorry for the time it is taking to receive your funds. Our withdraws department are working to ensure you receive your funds as soon as possible. Please allow several more days to receive your check.
You: i was told that 35 (THIRTY-FIVE) days ago!!!!!!
You: explain to me why the hold up
Eamonn Brown: I understand, but you really should have the funds this week.
You: why do you think that?
You: has there been some development I should know about?
You: was it resent with a different processor? have you had an update from the processor?
Eamonn Brown: This withdraw was not sent on the stated date, but was resent at a later date.
You: huh? why? what date was it sent if not the stated date? and why the delay in sending my money?
Eamonn Brown: It was sent about 2 weeks ago. Unfortunately, this batch of checks was not sent originally by the processor.
You: WHAT!?!?!?!?! I request a check on April 1st and you don't send it until the middle of MAY?!?!?!?
You: how did that happen?
Eamonn Brown: Unfortunately, there was a problem at with the processor and it had to be resent.
You: why was i never informed of this?
You: 6 freaking weeks and you have to resend and you don
You: t inform me?
Eamonn Brown: I understand, we are sincerely sorry for the time it is taking to receive your funds.
Eamonn Brown: Feel free to request a bonus after you have received your funds.
You: my apologies if my tone is short, but i have been patient for MANY MANY weeks. i am callingComment -
Hello, my name is Ricky Hudson. How may I help you today?
You: i would like to know where my money is
Ricky Hudson: Hi XXX
Ricky Hudson: Please confirm the amount
You: 2500
Ricky Hudson: I shall see when the funds were sent
Ricky Hudson: Bear with me
Ricky Hudson: Bear with me, apologies
Ricky Hudson: We are fully aware of the very long delay a few customers are having and we are currently waiting on an update so WE can get more answers as to the delay of this batch of withdrawals... as it stands, all we still have is; That there was a large delay with that specific batch of withdrawals, we will email you with your new or updated tracking number as soon as we receive it, sincere apologies for the inconvenience.. We are only working with the information passed onto us by upper management based on our processors response to them.
You: how come upper managment has not done anything about it
You: i know it dont take this long to get a check sent out
You: how much longer do you anticipate i have to wait
Ricky Hudson: They are doing everything they can in order to speed this whole delay
You: and to be honest i just seems like yall dont care
You: cause ive been gettign the same anwer over and over and over
Ricky Hudson: Unfortunately we have not been issued a timeframe
You: so in the meantime you are telling me it could possibly take up to another month or maybe even a year
You: if you were in my shoes i dont think you would be a happy "patient" camper
Ricky Hudson: Absolutely not, I would not be very happy... at all!
Ricky Hudson: Rest assured In the 12 years we have been in business, nobody has never not receive their funds.
You: I understand that
You: but the time frame is absoltuely unacceptable
You: if you have been in business for 12 years you should understnad that
You: i dont think you can run a business where you expect people to wait 2 months
You: and still have no update
You: i know you guys have an update...i would like the truth
You: i dont need to be given the run around
Ricky Hudson: To be completely honest with you, we have no exact reason as to the long delay, just "there has been a delay getting the funds from our processor to the courier"
You: its absolutely unacceptable that you guys give me the same answer over and over
You: its like this is my first time talking to you guys everytime i chat with you.
Ricky Hudson: Well unfortunately the answer doesn't change
You: so im pretty much screwed
Ricky Hudson: No, of course not. You will get your funds, there is a large delay with that batch, we will contact you as soon as we have an update
You: im telling you guys if i have to wait another month thats entirely unacceptable
You: this should be a top priority for your "upper management"
Ricky Hudson: I assure you it is. Sincere apologies
You: yea okay i'll beleive it when i see it
its gotten so bad i just chat with them on a daily basis to screw with them.
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I continue to get speedy withdrawals from these guys by mail. I have had around 5 or 6 checks sent, all taking about a week with no problems at all. Just got another one in the last few days.
ngComment -
I always get the same run around in live chat... Maybe it will come today...Comment -
Sister book BetUSA.com withdraw from 5/8 received today. 19 days with a Holiday in there.Comment -
HEY EVERYBODY I FINALLY GOT A TRACKING NUMBER!!!!! For a check that was suppsoed to be shipped freaking 4 weeks ago!!!!.. These people are too funny....this must be another plot to get them of their backs.
Ship date: 4/22/2008Pieces: 1Total weight: 1 lb
Note on weightShip type: PackageShipment reference: SB1181XXXService: Dhl@HomeMore info Description: DHL/USPS Alliance
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its prob fakeComment -
please update the thread if/when you receive your check. I too received a DHL tracking number (about 2-3 weeks ago from a supervisor when I called). It still isn't on the sb.com website (under my account). When I attempt to to track shipping via dhl.com, the number is valid; it has my information, but offers nothing additional other than that the shipping information has been acknowledged on 4/22 (5 weeks ago). So, I'm still uncomfortable with the process despite the existence of the tracking number. we'll see. if anyone is part of the april 1st (give or take) group of checks -- please update if you have any substantive progress (received check, etc). ThankaHEY EVERYBODY I FINALLY GOT A TRACKING NUMBER!!!!! For a check that was suppsoed to be shipped freaking 4 weeks ago!!!!.. These people are too funny....this must be another plot to get them of their backs.
Ship date: 4/22/2008Pieces: 1Total weight: 1 lb Note on weightShip type: PackageShipment reference: SB1181XXXService: Dhl@HomeMore info Description: DHL/USPS AllianceComment -
i requested a 1750 dollar check in mid April and got that about 10 days later. i requested a check of 2500 and 900 on April 9th and i received the 2500 dollar one yesterday and have the tracking number for the 900 dollar check that should be coming in on Monday. and my last payout of 1200 is processed waiting on tracking number. so i don't no why some of you haven't got paid from earlier dates.Comment -
So you guys are recieving these "late checks" via DHL, UPS, and etc? NOT USMAIL? Cause the USMail already came for me this morning and no check...Comment -
still no check for me from march 31st. booComment -
talked to them today supposedly if I dont get a tracking number by june 6th they will refund the money to my account...yea thats exactly what i wantComment -
once i hit 25 business days from request I asked the same thing. if the typical process is 10-15 biz days, can't you just cancel that check, redeposit it in my account and i'll initiate a new withdrawal request. at least i could then assume a 10-15 biz day turnaround from there. they said they couldn't do that because it would take 6 weeks to cancel and clear the funds. so here I am -- still waiting with them unable to give me ANY confidence that I won't be in the same situation 1 month, 2 months, or 3 months from now. They either have ZERO control/visibility/accountability with their processors, or they are intentionally un-supportive. It's one or the other. This upcoming Sunday (June 1st) will mark 2 months since I initiated my withdrawal request. Inexcusable. SBR is spot on with their ranking. If only I saw that before this fiascoComment -
I've been waiting about a month for two payments. It's too bad because they had been REALLY good about paying. I was receiving check after check in about a week. The slowdown is only recent for me, and I'm sure the situation will improve again. I'm still a big fan of sportsbook.com. And they should love me. They have enough of my money.Comment -
I made two withdraws one on 5-25 and 5-26,got them this morning,so 4 days.I have made a total of 10 withdraws in the last month and got every one!
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Live chatted superbook.com (jazz):
Hello, my name is Lee Nelson. How may I help you today?
You: Hi. I requested a withdrawal on March 31st
Lee Nelson: Please bear with me for a moment while I look into this...
You: k
Lee Nelson: Please accept our humblest apologies for the unacceptable delay with your withdrawal. We have finally received solid feedback from our processor that your check is on its way to you. If you have not received any tracking number information (which will be emailed to you) by next Friday, June 6th, please let us know and we will deal with your withdrawal as a matter of extreme urgency. You will also be properly compensated for the inconvenience this delay has caused once your payment has been received.
You: So what is a timeline of receiving check?
You: The following week?
Lee Nelson: if you havnt recieved the check or a tracking number by the 6th please get back to us.
You: okay.
more bs??? let me know if you receive same thing oddsmaker (and other people waiting on withdrawals around April 1st.Comment -
I hope you get your check. I haven't recieved anything at all day from DHL, UPS, USMAIL, FEDEX ETC.
I'm getting so mad from all of this. Granted I'm waiting since March 31st from Sportsbetting.com and not Sportsbook.com I still can't get over the lack of communication. At this point I'd just be happy if they put it back into my account.Comment -
currently customer 1 in queue. Thank you for your patience.
Hello, my name is Vanessa Felton. How may I help you today?
You: I would like an update regarding my payout
Vanessa Felton: We are very pleased to inform you that you can now check and track your own withdrawals from the "My account" section on the site. Simply login click on my account and then click on the withdrawal history link. Once you have done this your full withdrawal history will be displayed.
Vanessa Felton: Once we have the tracking number for your withdrawal this will be added to the withdrawal history section in your account. If you click on this number it will bring you to the relevant website to track the withdrawal for yourself.
You: its been 2 months
You: and i check everyday but there is still no update
Vanessa Felton: Our Withdrawals Department are aware of the delays affecting the batch of withdrawals with which yours was sent. They are currently reviewing this issue with our processor to decipher the cause of the delays and to determine a process to ensure your funds reach you in the shortest timeframe possible.
Vanessa Felton: We will, of course, contact you just as soon as an update is available on this issue. For the moment; however, I would advise waiting a little longer for your funds to reach you. Should you not receive your funds by the end of the business week please contact us again for further assistance.
You: i was givin a tracking number last week
You: can you provide it to me again
Vanessa Felton: There is no tracking number listed within your account on the system that I have in front of me for the withdrawal request dated 2008-03-31 and processed April 3rd
You: well somebody i talked to gave me a tracking number last week and said it was valid
Vanessa Felton: Therefore I cannot give you the tracking number as it is unavailable for that $2,460.00 withdrawal
You: it said that it was supposedsly supposed to be shipped on 4 22
You: how can you have a tracking number for me one day and not the next
You: it makes absolutely no sense
You: you guys need to get your story straight
Vanessa Felton: I personally do not know who sent you a tracking number. But what I do know is that the withdrawal database is manually updated, and that there is not tracking number for that withdrawal on my screen
Vanessa Felton: Apologies, but I cannot give out information that I do not have in front of me
You: who do i need to talk to that has that information then
Vanessa Felton: The information is not on the Withdrawal database
You: then how did i get a tracking number last week
Vanessa Felton: It should be updated within your account when it becomes available]
You: transfer me to a supervisor please
Vanessa Felton: One moment
Please wait while I transfer the chat to 'Max Anderson'.
Hello, my name is Max Anderson. How may I help you today?
Max Anderson: Hi XXX
You: I would like to know where my payment is...i keep getting different storys from you guys..first i get a tracking number...then im told i dont have a tracking number....
Max Anderson: I understand your frustration, I apologize for any confusion
Max Anderson: we have contacted our processor and been notified that issue should be resolved by June 6th
You: should be or will be?
You: because im going on two months and i find that highly unacceptable
Max Anderson: please give me a minute, I'll try to contact our withdrawal department to see if there is any update on your check
You: i was told three weeks ago that i "should be" recieving payment by the end of the week
You: and then i was told that again 2 weeks ago and then again last week
You: and then i was given a tracking number that said it was in line to be sent out on april 22nd
You: now nobody in your companys knows where i got that tracking number from
Max Anderson: I understand, but we can go only by updates we receive from our payment processor, I can assure you that we are dealing with this issue on highest priority
You: is this how you deal with your highest priority issues? its been 2 months
You: i dont understnad how you guys can take my money out of my account when i desposit it with a quickness
You: but it takes 2 plus months and i still have no update
Max Anderson: I know this is frustrating situation, last update we received was that customers should receive the packages or tracking numbers by June 6th
You: so what happens if i do not receive anything by the 6th?
Max Anderson: should you not receive it by then, we will credit back your gaming account with the funds
Max Anderson: I sincerely apologize for the inconvenience caused
You: what good would that do me if you credit my gaming account back
You: i need the money in my hand not in my account
You: soo after all is said a done after 2 months if i receive no money its just going to put back into my account
You: like nothing happened
Max Anderson: then the new withdrawal can be requested, I know this is not ideal solution
You: and im just supposed to go on and re rquest
You: and wait another 2 months
You: why couldnt you just do that in the first place if that was the case
You: i dont understand why you have to wait 2 months to finally tell me that
You: if you were me
You: would you be happy
Max Anderson: we don't expect that such a delay will occur again
You: honestly
Max Anderson: I understand your frustration
Max Anderson: I wouldn't be happy either
Max Anderson: however I can assure you that we have never missed any payout
Max Anderson: and we will compensate you for the inconvenience once the issue is resolved
You: how will compensating me be any better if i cant even get you guys to send me the money in the first place
You: this compensation better be good cause i am not a happy customer
You: i know you say you understand my fustration but i highly doubt that cause you probably never had to wait 2 months or wait this long for an update
You: i know your just doing your job and i dont mean to go off on you but as a company i really thing you guys need stop feeding me bs and get your act together
Max Anderson: This was rather exception to a rule, not all withdrawals are experiencing such a delay
You: lets just say for some reason i dont get my money and u guys credit back my account...and i have to re request it again
Max Anderson: I can assure you that we are working hard on the solution of this issue
You: will it be a high priority
You: or wil i have to wait in iline again
Max Anderson: are usual time frame for withdrawals is 10 - 15 business days
Max Anderson: *our
You: so i would have to redo the whole process again
You: wouldnt you know it just be my luck i get stuck in your special batch again
You: also i dont understand why i would even have to wait until i get my check for some kind of compensation...i should be compensated right now
Max Anderson: hopefully there won't be any "special" batch again
Max Anderson: for compensation the whole delay period and all circumstances need to taken in the consideration, we are requesting compensation only after the issue is resolved
You: well i guess this all you can help me with...i hope i dont have to talk to you again anytime soon but i get the feeling this wont be our last conversation....
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don't you love how when you livechat them they give full names of the CSRs. I find it amusing that they would do that. Probably made up names. hope we receive checks this month and not the next!Comment -
OMG, that live chat log was near-identical to the dozens I have had over the last 4 weeks. So frustrating my friend. If I were a betting man (haha), I would bet my bottom dollar that we don't get our check. These guys probably did a stop payment on that "processor batch" and are waiting for the funds to be redeposited in their accounts and will then dump the funds back into our SB account. They probably don't wanna tell us that because we'd say, "go f yourself. pay me". Anyway, just my gut read. That means we have at least another month before the money is in hand assuming a typical 3 week turnaround. UGH!Comment -
Man, sounds like these guys have a lotta rehersed BS.Comment -
Man.. I really hope we get our money.Comment -
im getting tied of screwing around with these guys...i need my money!
Please wait for a site operator to respond. You are currently customer 1 in queue. Thank you for your patience.
Hello, my name is Nellie Baxter. How may I help you today?
You: Im would like an update regarding my payout
Nellie Baxter: Can I have your customer ID number please? (You can find this number underneath your name on your betting ticket when you login to your account on the main page of the website.)
You: XXXXXXXXXX
You: 2500 is the amount
Nellie Baxter: Unfortunately, withdrawals made in the last month or so have been subject to unusual delays due for two reasons: the recent change in our withdrawal policy means that all customers are now receiving their payment as a check; therefore the volume of checks is much greater. This, coupled with a change in processor, has caused significant backlogs.
Nellie Baxter: We are doing our utmost to get your withdrawal out to you just as soon as we possibly can.
Nellie Baxter: Please accept our sincerest apologies for any inconvenience. Thank you for your patience and understanding whilst we endeavor to minimize withdrawal processing times.
You: so when will i get my money
Nellie Baxter: Please bear with us a little longer, and rest assured that you most certainly will get your money. The majority of sportsbooks and casinos serving the US market are under pressure to find new and alternative payment methods since the restrictions placed on financial institutions by the US government. We are in a very good position financially to weather this storm, and it just takes a little time to set with up new processors. Please accept our sincerest apologies
You: so will i still get an update by the 6th as i was promised by your supervisor
Nellie Baxter: Correct.
You: thtas only two days away and you guys still dont have any information on it
Nellie Baxter: Unfortunately we do not handle that information, we need for you to bear with us, as you were informed before we will get in touch with you by Friday.
You: i need to bear with you? Its been two plus months...i think ive beared with you guys long enough...how am i supposed to have confidence that i will receieve and update from you guys if you dont even have any infromation by now
Nellie Baxter: Please accept our most profuse apologies for this unacceptable delay. However, there is no cause for undue concern. We hope that you can understand that we want to provide only the most reliable payment methods for our valued customers, and we ask you to please be patient whilst we strive to achieve this. The bottom line is, you most definitely, get your money.
You: i understand i will get my money but my debt collectors wont understnad if i dont make my payments in time because i was told i would get my check by a certain timeframe
You: so why do i have to suffer because you guys made an error with a certain batch
Nellie Baxter: We understand that this may have caused you some unnecessary inconvenience, and we would like to extend our most sincere apologies for this. Please rest assured, we will contact you via email as soon as we have confirmation of your withdrawal.
You: ok....thanks youve been really really really helpful
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s.b,
We will see if we can find out if this is any different than the 6 month Sportsbook.com withdrawal delay. We need to find out what's lined up for processing. If it's like last year, they simply need to add more processing since they will only get more and more behind with the small ones they are sometimes left with.Comment -
Fortunate or unfortunate for me I never had a chance to cashout when I blew 2k that I had in March their. I always gave these guys the benefit of the doubt because of their stable financial backing and ease in credit card deposits.
I'm glad I'm playing at better books now like Intertops and BetJam where payout comes in 2 to 5 days. All you rec players should only play at B or A books from now on, so you don't have to stress over this 30 day slow pay BS.Comment -
thanks for jumping in Bill. I too am in "this batch" and have been waiting on my withdrawal request for 65+ days. we know that they are turning around all other withdrawal requests in the typical 10-15 biz day window and that the only sb payment delays appear to be a "batch" of requests made on or immediate around april 1st. my read is that they tried a new processor and that that failed; that they got the money returned to them and that it'll likely clear their accounts by friday, june 6th. that's the only explanation that makes sense as to why they would offer to kick the money back into our accounts on the 6th if we don't receive the check. there is no check and we will get the money deposited BACK into our accounts on Friday. If there IS a check I would be absolutely floored. After they re-deposit the funds the onus'll be on us to initiate another withdrawal .. which .. we'd likely receive in the typical 10-15 day timeframe. i hope i am wrong and i have a check at my door on friday .. but .. i think i got these guys peggedComment
kidding. anyway, i'm at 63 days now since withdrawal request, so stop bragging about the 8-10 days