Just to catch you up to my progress or lack thereor with The Gaming Club folks, I thought I'd just copy the text from the email chain in which I've been involved so far. Do the words Comedy of Errors mean anything to you folks on the rail?
So here it is in all its glory:
Hi cheer_dad
Thank you for the e-mail.
Cheer_dad, we do apologize for the extended delay with this matter. The Fortune Lounge is committed to processing any withdrawals that have subsequently been affected.
We are currently in process of exploring new ways to process your funds back to you.
Once we have found a credible processor to process the funds, then we will send you your money.
We thank you for the time and patience with this matter.
Regards
Jozua
Casino Support
Please contact us on the following numbers for further assistance.
USA: 1-800-587-9036
Canada: 1-800-766-3571
United Kingdom: 0-800-056-9578
Australia: 1-800-706-903
France: 0-800-918-780
Germany: 0-800-180-0948
Hong Kong: 800-901-014
Italy: 800-782-446
Israel: 1800-945-1602
Malaysia: 1-800-805-933
Portugal: 800-827-002
Singapore: 800-270-0005
Taiwan: 801-279-906
Toll-Free Fax:
USA 1: 1-800-293-1408
USA 2: 1-8888-147-612
United Kingdom: 207-504-3501
*****
From: cheer_dadSent: 17 February 2007 03:22 AMTo: Floor Manager; Support (PokerTime); Abuse (PokerTime)Subject: RE: Account lock out and BOUNCED CHECK FROM GAMING CLUB
I'm not going to get my hopes up much on this anymore...but I will log into my account every evening and check to see if you've deposited my money, and continue to send you an email when it isn't there.
Regards,
cheer_dad
*****
Subject: RE: Account lock out and BOUNCED CHECK FROM GAMING CLUBDate: Fri, 16 Feb 2007 05:07:46 +0200From: FloorManager@CasinoDesk.comTo: cheer_dad
Hi cheer_dad
Thank you for your e-mail.
I apologize for all the delay that you have experienced. I did respond to your e-mail you sent us yesterday and I find it strange that you did not receive the reply. cheer_dad, I have again sent an urgent request to the processing company for feedback regarding your check cancellation.
As explained to you in my e-mail earlier, the processing company is awaiting confirmation from the issuing bank on the status of the check. This can unfortunately take some time to be confirmed due to the sensitivity of the matter.
I have however logged an urgent request to the processing company for feedback on the matter. Please accept my sincere apology for the time that this matter has taken from you. As always, we are committed to get this resolved for you timeously.
cheer_dad I am going to escalate your query to Codie who will be in the office within the next 4 hours.
Please do not hesitate to contact us should you require further help or feedback.
Kind Regards
Riaan
Floor Manager
*****
From: cheer_dadSent: 16 February 2007 03:45 AMTo: Floor Manager; Support (PokerTime); Abuse (PokerTime)Subject: FW: Account lock out and BOUNCED CHECK FROM GAMING CLUB
To whom it may concern, The following chat session occurred approximately 24 hours ago with the Customer Support staff of PokerTime...and I commended the effort:
You are now chatting with 'Chris'Your Issue ID for this chat is "xxxxxxxxx"Chris: hi here how may i assist you/You: I'm actually checking to see if my account "previously" GamingClub will be credited back with my money any time soon?You: You may see reference to that in my account historyChris: please confirm your accountnumber for me?You: "xxxxxxxx"Chris: please hold for me.You: okChris: Can you provide me with a little more detals to your query.You: Yes, around the beginning of January, I requested a cashout from GamingClub, via check. This after the Neteller shutdown, so I didn't bother with that option.You: My withdrawal was approved, and on January 28th, I received a check from Web Merchants LLC.You: I deposited it...but it has bounced, and now I don't have my money online...or in my bank account.Chris: o.kYou: I have spoken to support in email and on the phone, and faxed a copy of the bounced check as requestedYou: Now, that GamingClub is no more, and PokerTime is instead...you can understand my reason for concern. Chris: the reason for this is due tot the recent Safe Ports act , that the processor which we made use of was then closed this is why the chec s had bounced.Chris: however our e-cash company is having a lookat implementing a different process in order to process the check once more.You: yes, i understand that...so I merely asked them to credit the funds back to my gaming account, and I'd simply keep playing it.Chris: this should be happening in the course of the next few days.You: but i cannot request another cashout with no money in the accountYou: there is no other reference to my money in my accountYou: can it not be credited back to my gaming account, so i can continue to play it instead, that is what i was told would happen when i faxed in a copy of the check and wrote cancel on it.Chris: see the funds are currebty with our E-cash company.Chris: We can send a request to have the money sent back to the account for you if you like.You: is there no reference to this already related to my account?!You: this is what i faxed the requested information for...Chris: Unfortunately we have no reference numbers in this regard.You: i have received an email back from the "floor manager" and the support desk on this matter today. Last week was when I was assured my account would be recredited by Monday...and on Monday I was told they needed me to fax a copy of the check to them. And there is no reference to any of this?Chris: Our E-cash company is finalisingf the process to have the cashins issued to plauers once more.Chris: We are just awaiting on the final word to advise which method it word be processed back to.You: So let me ask you this...what am I expected to do...nothing. Even if you are able to secure a new method to transfer funds, my funds no longer exist.You: Web Merchants LLC apparantely has them and won't give them to me and they won't give them back to you either. Chris: your cash is with our E-cash company at the moment , once they have connfirmed that process by which the cashins will be prcessed back tou you.You: Is there in process something by PokerTime or GamingClub to reclaim my funds from Web Merchants LLC, and ultimately get them back to me in one form or another? I guess that's the bottom line question.You: but the e-cash company already sent me a check...they are generally going to send me another one or pay me for something that they can argue they already did.You: the "aren't" going to send me another...Chris: We are not able to say which method they will make use of as they are still in the process of confirming the details.Chris: we cannot say which method they will be making use of.You: i understand that part...but if they can't pay me then they should at least give it back to you, and then you back to my gaming account...Chris: as confirmed we can request they put the money back in to your account for you.Chris: Would you rather have the funds back in your account for you?You: then that's what i would like to do.You: how do i make that happen?Chris: I will send the request for you in this regard.Chris: it dhould then be added to your account in the next 12 hourd timeYou: 12 hours! really! that would be greatChris: i will send the requwst for you.Chris: *request.You: will i receive any confirmation or an email of this?Chris: we can request that it is done.You: i would greatly appreciate it! thank you for your assistance! hope i didn't appear to blame you for any of this. I know you had nothing to do with it. Once again thank you VERY much!Chris: my pleasure assiting you.You: have a good day...or night depending on the side of the planet you may be on! :)Chris: you too.
I was hopeful at the time that everything was going to work out just fine after this discussion, and the subsequent follow up from the floor manager gave me reason to believe that it would work itself out. Unfortunately, my account has still not been credited. AND, worse still I was not contacted in any fashion to explain that there was a problem with processing my money back to my gaming account. So, I'm still right where I was yesterday at this same time. While I've been spoken to (chatted with and emailed) with a degree of courtesy, I've been treated rather shoddily. I would request now that some effort be taken by your staff to accommodate my request and put this matter to an end. If something else was needed from me, a common courtesy would have been to contact me to let me know. You can see that I'm upset, but I'm remaining civil, which I'm sure is not the norm for correspondence that is received. Please take that into consideration when addressing my complaint.
Regards,
cheer_dad
*****
From: cheer_dadTo: floormanager@casinodesk.comSubject: RE: Account lock out and BOUNCED CHECK FROM GAMING CLUBDate: Wed, 14 Feb 2007 20:30:16 -0500
Codie,
Thank you for your quick response to my questions! And my problems!I have since been able to get back into my account.Uninstalling and Reinstalling PokerTime software as suggested by the support desk didn't actually do the trick. I was forced to install on another machine, apparantly the uninstallation doesn't get rid of some extraneous registry information. I'll work on that later myself. But I am able to access my account now. Of course the matter of my money remains. I'm currently in a chat session with one of your online reps (chat) and "Chris" seems to be herding me in the right direction. At least I'm keeping my fingers crossed anyway. He has informed me that he is putting in a request back to the payment processor (Web Merchants, LLC) and that within 12 hours it should be credited back to my gaming account, which is now at the new and improved PokerTime. I'm skeptical but I'll wait that long, and probably a little longer, since I know this whole circumstance hasn't been a walk in the park for any of you either. Anyway the chat session with Chris just ended, and he said he would put in the appropriate requests for me. I'll check back tomorrow, probably around Noon, to see where things stand.
As for the information you requested from me:
Date of Birth 1/22/1968
Email address cheer_dad@xxxxx.com
Home Address 251 E Wildwood Drive, Parkersburg, WV 26101
Telephone number (xxx) xxx-xxxx (home) (xxx) xxx-xxxx
Last 4 digits of the credit card registered with the poker room. I never had a credit card registered with the poker room. I always used Neteller, which due to recent events, isn't exactly a viable option now is it :) . But I can give you bank account information if necessary.
I'll drop you another email tomorrow, when I have additional information, or if I need HELP!
Regards,
cheer_dad
*****
Subject: RE: Account lock out and BOUNCED CHECK FROM GAMING CLUBDate: Wed, 14 Feb 2007 15:19:55 +0200From: FloorManager@CasinoDesk.comTo: cheer_dad
Hi cheer_dad
Thank you for your email.
I have reviewed your account and see that the account is open. It could just be that with the switch over the account password was corrupted.
I can reset your password, in order for me to do so you will need to confirm the following details.
Date of Birth
Email address
Home Address
Telephone number
Last 4 digits of the credit card registered with the poker room.
I have also requested feedback from the processing company as to when the withdrawal will be credited back to your account as requested.
Kind Regards
Codie
Floor Manager
*****
From: cheer_dad[mailto:cheer_dad] Sent: Wednesday, 14 February 2007 13:25To: Support (PokerTime); Abuse (PokerTime); Floor Manager (PokerTime)
Subject: Account lock out and BOUNCED CHECK FROM GAMING CLUB
To whom it may concern,
Why has my account #xxxxxxxx been locked out?Now that GamingClub is now PokerTime, I can no longer access my account.ALSO, I have been in contact with GamingClub over the past week trying to resolve a cashout request in the amount of $481.10 for which I received a check from Web Merchants LLC, however it has "bounced." So, my money is no longer in my Poker Account, and I don't have possession of it, and am continuing to get the runaround from Customer Support, and now my last few inquiries have NOT been responded to at all. What further recourse, and action can be taken? Please respond both to the account lockout question and to the greater issue of my money!
Regards,
cheer_dad
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