not happy with SG’s deposit approach

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  • #603328
    Anonymous
    Guest

    Hi all

    check this out:

    I have not recieved a reply to my reply to you

    quote:
    Hi,

    well I just noticed this email.

    what does that mean? do i lose the deposit or it just doesn’t go thru?

    thanks

    S.

    unquote:


    Original Message


    From: “Customer Support – SuperiorBook.com”
    To:
    Sent: Tuesday, June 12, 2007 9:35 AM
    Subject: Superior Gaming

    > Hello Steve,
    >
    > We are glad to have you on board.
    >
    > We noticed you made your $80.00 deposit using your credit card VISA 6854
    >
    > This purchase will appear on your bank statement as http://www.AU-XCHARGE.com
    > Please keep in mind that if you would like to play in our casino the
    > funds must be transferred manually from
    > your Sports Account and into your Casino Account.
    >
    > Now, our processor requires that you please send us copies of the front
    > and back of your card, a copy of a photo ID, driver’s license will
    > suffice, and the authorization form attached to this message.
    >
    > This information is required within 24 hours of your deposit approval.
    >
    > You can send this information to our fax number 1-270-778-0118 or scan
    > it and email it to help@superiorbook.com
    >
    > Thank you and have a great day.
    >
    > —
    > Charlie Flores
    > Customer Service Department
    > Superiorbook.com
    > help@superiorbook.com
    > 866-978-6134
    >
    >

    none of this is explained in the deposit process. what kind of shit is this?

    SG: up until now I’ve considered you to be up and up. this is not customer friendly and borders and fraud considering its not made clear at time of deposit.

    on top of that. I’ve never recieved a reply

    somtimes it takes a day and a half to just find my ….private parts. let alone know where this info they ask for …… in the time provided NOT from when you’ve read the email …. but from the time they sent it.

    I guess I get off easy. $80.

    and not too mention I tried to deposit eco card and that never went thru for reasons never explained to me.

    #739741
    Anonymous
    Guest

    Your 1-stop gateway to online sportsbetting, online casino and online poker…
    all of these with one single account. Now with more efficient ways to make deposits,
    you can fund your account with your credit card or with your EcoCard.
    Deposit $50, Get $100 in our Online Casino!!!

    taken off their email.notice nothing about the sending in info and 24 hrs to do it.

    #739843

    Hi bb1webs;

    My name is Will Gatten – affiliate manager for SuperiorShare.com. Thanks a bunch for bringing this issue to our attention and I would like to address it.

    Quote:
    taken off their email.notice nothing about the sending in info and 24 hrs to do it.

    This newsletter was designed to reach casino players, as it is our most attractive venue at the time (those dog days of summer… you know?). I reckon we emphasized on the promo rather than on the terms and conditions, but that is usually the best way to make a sale. However, I know we should definitely advice players on having to send their info and I am working on getting this disclaimer up on our Casino’s Term & Conditions page as soon as possible. I personally thank you for having brought this up to my attention. This info is already posted in our Sportsbook section and its omission from the casino page was clearly a mistake that we’re looking to ammend.

    As for the fact itself that players need to send the information, please try and understand that asking for ID is simply a standard operational procedure in this industry. Actually, I get carded at the supermarklet when I use a CC and pretty much everywhere else. As for the 24 hours, it is a painful yet necessary measure given the current environment in the online gaming industry. I’d dare say it’s pretty standard these days.

    As for the reply you have not gotten yet, please feel free to shoot me an e-mail on will@superiorshare.com and I will make sure the situation gets straightened out immediately. The same goes in case I have failed to address this successfully.

    I will also meake sure our CSR agents are on top of the situation and we will get them instructed regarding this issue.

    Again, bb1webs, thanks for your valuable feedback. I hope you will give us another chance to prove you we’re commited to excelence in our service.

    Cheers,

    Will Gatten
    will@superiorshare.com
    Skype: w_gatten
    SuperiorShare.com

    #739848
    Anonymous
    Inactive
    Will@Superior wrote:
    As for the fact itself that players need to send the information, please try and understand that asking for ID is simply a standard operational procedure in this industry.
    Yes some sort of ID process is getting pretty standard – although EVERY book has it’s own rules.

    Will@Superior wrote:
    As for the 24 hours, it is a painful yet necessary measure given the current environment in the online gaming industry. I’d dare say it’s pretty standard these days.
    Ah. No it’s not. Not at all.

    If you’re really expecting a 24 hour turnaround then you should say so front and centre on your join processes and also spell out what you expect to receive.

    Will@Superior wrote:
    I hope you will give us another chance to prove you we’re commited to excelence in our service.
    You might be committed to it – but you are missing the mark.
    ONE bad player experience is multiplied 100 times on the forum.

    EG I’d not promote simply based on this one exchange posted here.

    #739854
    Anonymous
    Inactive

    Hi there,
    Let me step in here as well. I am going to have to double check this, but I think that this 24 hour thing is stated in the terms agreed to when making the deposit with Au Xchange. If I am incorrect, I will come back and say so.
    Having said that, it is not our policy to not let a person deposit and play with the money they have deposited. We are simply asking for some proof of ID before we allow a withdrawal and in most cases before we let anymore deposits come in. We’re just looking out for the player, ourselves and most importantly these days, the processor, which we are commited to keeping happy.
    While this may lose some players in the short term, a healthy and long-lasting processing solution is the best for both of our long-term goals.
    Thanks and I’ll check on that term.
    J

    #739859
    Anonymous
    Inactive

    Keeping processors happy and safe is paramount these days.

    If this rule contributes to the stability of a good processor, by all means it should be implemented.

    #739863
    Anonymous
    Inactive

    Really?
    Actually I thought keeping players happy and wanting to play is paramount.

    The processors and mechanisms are important – but if you are “committed to excellent customer service” then it’s the PLAYER who is number one.

    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.

    (as you know – the net abounds with phishing exercises)

    … unless of course this information was CLEARLY SPELT OUT in the signup process – then I’d be expecting the mail and it would probably not even cause me to raise an eyebrow.

    A-ha .. there is that email they said they’d send ..
    I’ll deal to it now.
    :hattip:

    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.

    #739874
    Anonymous
    Guest

    Hi all (SG)

    first of all. the deposit has been made. you have control. there is no reason for setting a time schedule. some people don’t have a fax machine. to expect them to make a special trip to kinkos etc within 24 hrs is stupid. that’s right, i said stupid.

    these can be completely legit players who simply don’t have the means …. or for that matter in many instance the time to satisfy your demands.

    I used to be a SG fan. now i think you run your company rediculously.

    Is Jeff still around? this is rediculous.

    also…… my question was not answered about how does this work? do you keep the deposit or simply deny it? that makes as big difference on the credibility of your company. on the one hand. if it is returned to the player ….. then fine. i eat my words and apologize. However if you keep the deposit. ….. then you’re little more than cheats or scammers.

    before i further address this matter …. I will await a reply on what I’ve already written.

    #739902
    Anonymous
    Inactive

    Hi,
    Steve, I answered the question about the deposit. I said that you have the deposit and you play with it. If you win and cashout, you have to do the faxback on a credit card deposit anyway. This has been a rule of all casinos for as long as I can remember. The only additional thing we’re asking for is to have people verify their ID and that they are the actual owner of the CC before they go on a tear and dump a bunch of cash into the casino. If it’s fraud, we get chargebacks, putting everyone at risk, especially the processor. If we lose the processor, game over for us and for you. Gooner, it still may be easy to find deposit options for New Zealanders, but in the US, you have to treat good ones (nevermind the pun) like Gold. Find us a new Neteller and sign us up.

    Steve, I understand what your complaint is and before last October, my response would have been different. If you were on this side of the fence dealing with the latest crop of processors in this industry, you would be right there with us. Please also understand that this rule will not always be hard and fast. There will be some leeway for us and the player and we are promoting good, healthy personal contact with the players, which will make them stay around for longer.

    We will commit to finding a nice balance of security and positive customer experience as we can. Thanks for your understanding.
    J

    #739907
    Anonymous
    Inactive
    TheGooner wrote:
    Really?
    Actually I thought keeping players happy and wanting to play is paramount.

    If you don’t have a reliable processor you can’t pay the player and that is the worst case scenario. Better to have a term that isn’t as conducive to playing than have droves of people sign up and play only to have the processor quit on you and leave the players unpaid.

    Unfortunately since UIGEA processors dominate the industry. Especially for a casino that accepts US players. If they say “jump” you ask “how high?”

    Things are not as simple as they used to be.

    #739917
    Anonymous
    Guest

    Hi again all,

    my complaint is not the hoops I’m being asked to jump thru, but rather the time schedule they are asking/

    24 hours is rediculous. and that’s exactly what the email notice sent to me said

    This information is required within 24 hours of your deposit approval.

    that is absolutely rediculous! what does it matter how long it takes a player to send in the requested info as long as they are not making more deposits or asking to withdrawal?

    most frustrating is this information is not made apparent at the point of deposit where otherwise I’d have made sure I had all the info ready to send it.

    Instead i find out about this by reading an email that i didn’t even see for long after I’d made the deposit. therefore giving me NO chance of satisfying your demands.

    refund my money. Its quite simple. don’t accept the deposit UNTIL you’ve received the info demanded within the 24 period.

    very poorly done people! I’m sure glad it was only $80 and not $800.

    And Dom I while I agree keeping the processor happy is important. …. its not gonna do a whole lot of good to have all the working processors in the world if players are treated in such manner …….. oh except to cheat thte player out of the one deposit they made.

    Nobody had contacted me saying they’d work on this with me. All I get is an email basically telling me I’m screwed because I didn’t send in the requested documents with 24 hours. the whole thing is rediculous.

    #739919
    Anonymous
    Inactive

    Ok, now I am confused.

    How are you screwed?

    #739995
    Anonymous
    Guest

    Hi all,

    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

    This purchase will appear on your bank statement as http://www.AU-XCHARGE.com
    Please keep in mind that if you would like to play in our casino the
    funds must be transferred manually from
    your Sports Account and into your Casino Account.

    Now, our processor requires that you please send us copies of the front
    and back of your card, a copy of a photo ID, driver’s license will
    suffice, and the authorization form attached to this message.

    This information is required within 24 hours of your deposit approval.

    #740050
    bb1webs wrote:
    Hi all,

    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

    #740118
    Anonymous
    Guest

    Hi again,

    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.

    nice start but this should be stated BEFORE the player makes the deposit. that way they can have the info ready to send, it is made plain this info needs to arrive before they can play………. and thus they’ll send the info either right before or right after the deposit is made.

    this should be made clear on the deposit page. not in a newsletter. Hell I never read newsletters i get so many I would get nothing else done if that were the case.

    its all about making it easier for the player, hiding nothing and they will respect your being upfront about everything.

    so btw: what happened to my deposit? I never sent in the info requested … therefore it should be denied or refunded. IF and when I get time to gather and send the info requested …. it may be weeks. $80 is not the end of the world to me but it will surely be the end of my relationship with any casino that keeps my money because I didn’t send in the info in the time period of 24 hours….. processor problems or not.

    I’m not trying to be hard to get along with. if I had been warned upfront of the requirements i’d have made sure I had time to send such info before I made the deposit.

    and btw: this is a first for me and I play plenty of places.

    I have encountered one casino that was pro-active and contacted me saying you need to send in this info to be able to cash out so why not get it out of the way … but they never said I couldn’t gamble until it was done.

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