my whole point on this whole thing has been their demand of within 24 hours. I have no problem with providing the info requested. even understsand i can’t play until the proof is sent. but 24 hours? What happens if don’t get the info sent in within the 24 hours? that’s what I want to know.
and here is their email
Hey bb1webs, I guess what we’re trying to say is that the 24-hour rule is not one of draconian nature, but it’s a good shot at trying to set some standards. Neither are we trying to scam anybody. Do we like this new environment ruling the industry with so many financial intricacies and processing restrictions? No, we do not. It makes it the hardest to operate and it definitely takes its toll; but we have no choice but try and work with it. So, we will always work to satisfy the customer and try and find some middle ground where we all are happy.
Now, I would like to be very clear about this following point. What happens with the recreational player who does not know about discussion forums and finds himself in this predicament? He would definitely phone us and we would work with him, in order to agree to terms that are both comfortable enough for the client and safe enough for our processors. This is probably the only certainty we have in a situation like this, where there so many unpredictable factors: we will look for open channels of communication in order for the player to send the info within a more ample -yet reasonable- timeframe and at the same time meet our processor’s security standards.
The financial processing environment in this industry is changing by the day here in the U.S. and we need to roll witht he punches.
Now, I have read your arguments and I can absolutely sympathize with what you said: this is mediocre customer service at best. The Gooner had it right as well: “It’s about managing expectation … and if you’re coming over as rushing or harrassing the customer immediately after they’ve made a deposit then you’re going to lose that player.” As a result of the discussion held in this thread, we will look into doing the following:
- We will look into maybe altering this new standard operational procedure and hopefully prolonging this ‘confirmation time’. How long can it be? We will have to get with our processors and try and get the longest time possible.
- We will take your suggestions, guys and we will CLEARLY SPELL OUT this term in the signup process in our next newsletter. Like that, players will be made aware completely.
- We will make sure all our clientele-oriented e-mails reflect these changes
The purpose of these forums is to propiciate the interaction between you guys and us on the other side of the fence. Once that interaction takes place, we look to address the issues in a satisfactory manner. But do remember guys, we are running business here and there is an infinity of things we need to deal with and sometimes we just have to work with what we’ve got.
I thank you guys for your understanding.
Dominique;
Thanks a lot for your support. These processing situations can be very very painful and we can only hope that this industry will settle down a bit some time soon.
The Gooner:
You posted:
“I’ve never experienced a demand for ID within 24 hours before – and I’ve probably played at 30+ places now. It would certainly take me aback … and I’d be very suspiscious of it if I received the demand in an EMAIL.”
Is this part of your recent experiences? The environement for the US-processing market has become increasingly burdensome. If your answer is ‘yes’, then please do tell where you have played… 
Cheers gals & guys,
Will