I won some money at Bingohall.com. This is the saga of what they put me through to get this money. It took from 12/6 to 12/21 to get paid. Here's what happened.
I requested a payout on Sunday Dec 6th of $500. Their report shows they declined me at 6:25pm the same day. I called to find out why I was declined and they said I had to fill out an Echeck voucher. This is authorizing them to withdraw money from my bank account when I do an Echeck transaction. I told them I had done these transactions not too long ago and they should have this information on hand. Also what did that have to do with a withdrawal which would go to my Ewalletexpress account, which they also have all the information. It didn't matter. The CS Rep said I needed to fax that over and that was the reason it was declined. I faxed over the Echeck voucher and received this reply from security.
Thank you for contacting us!
Please note that we have received and verified the following documents:
· Signed e check voucher
All the documents are clear and legible, and been successfully added to your account records.
Best regards,
Robert
Security
I replied with this on Dec 8:
Robert
Security
Please let me know if you need any other documents for me to make a withdrawal and I will fax them over.
Thanks
Rosemarie
I never received a response, so since they received the fax, I submitted another withdrawal request on Monday, Dec. 7th. On Sunday Dec. 13th I was declined again. This was the email I received.
Dear Rosemarie,
Thank you for choosing Bingo Hall as your online entertainment provider!
Please note that your payout request has been declined due to the fact that the utility bill on file for your account is no longer valid. Please remember that these documents are only valid for one year, and therefore you must submit new ones every year accordingly.
We thank you for your comprehension on the matter. Please feel free to read our payout Terms and Conditions here.
For more information, please do not hesitate to contact us, we will gladly assist you.
Bingo Hall
Accounting Department
accounting@bingohall.comToll Free Number: 1-800-274-7345
Toll Free Fax: 1-703-991-8879
And I received this the same day:
Dear Rosemarie,
Thank you for choosing Bingo Hall as your online entertainment provider!
Please note that your payout request has been declined due to the fact that you don’t have a registered or verified landline phone number in your account which is necessary for verification purposes. Please submit a valid telephone bill for your account and ensure that your registered number is not canceled or invalid.
We thank you for your comprehension on the matter. Please feel free to read our payout Terms and Conditions here.
For more information, please do not hesitate to contact us, we will gladly assist you.
Bingo Hall
Accounting Department
accounting@bingohall.comToll Free Number: 1-800-274-7345
Toll Free Fax: 1-703-991-8879
Now I was really mad because they could have told me this when they declined the WD the previous week. So I called them again. This time I asked them what else do they need from me to get this approval for a WD. This CS rep said to email the utility bill and the phone bill to Chuck, he's the accounting manager. I asked if there was anything else and he said my credit card and authorization form.
Here's what I sent to Chuck in Accounting, accounting, and security
Dear Chuck,
Attached are the documents Bingohall is requiring me to provide to receive a withdrawal I have been trying to make. I have also enclosed a new copy of my drivers license, a copy of the credit/debit card used 6 months ago along with the authorization form, a copy of a voided check from the checking account I used to deposit with E check which I superimposed onto the letter from security saying that the E check documents were verified. I noticed in your terms you ask for a copy of a voided check so I provided that now. I have switched my phone service from Verizon to a digital service provided by Service Electric, my cable company. I have the Triple Play Plus Pack and I marked the information you need with an asterisk showing that a digital phone is included in my service. They do not display the phone number but I maintained the same phone number when I switched my service over to them. The phone is the same one you have had on file for over 5 years (my phone number). If you want to be sure it belongs to me, dial it and call me and I will varify that I am the person who owns this phone. I've also attached a copy of my electric bill
I have been with Bingohall for years and never had this problem with a withdrawal. I don't understand what has happened that you are making it so difficult all of a sudden. I asked customer service last week if everything in my file was complete and after I got an email from Security that everything was good I asked Security to email me if there were any further documents required before I made another request. I didn't get an answer to that email so I assumed you had everything you needed. I was shocked to see that my request was declined again for lack of an updated utility bill and that my phone is not registered.
If you have any further problems with what I have provided or need additional documents, PLEASE email me today or tomorrow. If you have everything you need, please email me and let me know I can request a withdrawal again and that it will be approved. I am sending this email to security, accounting and you Chuck, who I am told is the accounting manager. Please acknowledge that my account is in order and that I can again request this withdrawal and expect an approval next Monday and that the money I won will be distributed to me through Ewalletexpress.
Thank you for your consideration in this matter.
Regards,
(MistyRo)
This is what I received from Security on 12/14
Dear Rosemarie,
Please note that we have received the paperwork for your Visa**** (copy of the card + copy of your picture ID + authorization form), copy of your electricity and phone bill, and the copy of your void check. All the documents came good and have been added to your account records. Please do not forget to submit your checking account details to:
accounting@bingohall.com if you have selected the echeck option as payment method. Thank you very much and have a good day!
Best regards,
Gianna
Security Department
So I replied with this to Security, accounting and Chuck on 12/14:
Thank you for the acknowledgment of receiving the documents I emailed. You mentioned that I should send accounting the checking account details. I have already sent in the E check voucher, my voided check shows the routing number and the account number and I have already used the E check option in the past. If there is another document they would need, please let me know. I also need to know if you have everything necessary to approve a withdrawal request. Please let me know so I don't get declined again. I am waiting to put the request in until I hear that you have all papers necessary to approve it.
Please let me know today or tomorrow if you do have everything. If I am missing something, please tell me what else you need and I will send it to you.
Thanks,
Rosemarie
MistyRo
Then I received this from accounting - 12/14
Hello Rosemarie
Thank you for contacting customer support.
Please note that you need to update your utility bill, in this case you need
to send us a new utility bill and also send us a Landline telephone bill,
you need to end us this information, this way you will have a payout
approved.
If you need further assistance, do not hesitate to contact us back.
Sincerely,
Shawn
Customer Support
And I received this from Security - 12/14
Hello Rosemarie
According to our records, there is one piece of information that we are
missing.
We are looking for a current landline phone bill, it looks that the previous
utility bill on file is over a year, so we are looking for a new one so we
can added to your records.
Best regards,
Robert
Security
I then sent this to Shawn at accounting and Robert at security on 12/14 (This is after I sent them all this info and Gianna from Security acknowledged receipt of these.)
Hi Shawn from accounting and Robert from security,
Thank you both for responding to my request for any missing information.
I am attaching everything I previously emailed to accounting. My
utility bill is PPL which is my electric bill. It is dated Dec. 8,
2009. I explained that I get my phone service through Service Electric
which is my cable company. They don't list my phone number on the bill
but on the Account Details they do list that I have their Hd/dvr Triple
Play Plus package for 135.40. This provides me with my cable TV
service, my internet service and my digital phone service for my land
line phone. This package is listed on their website. I printed it out
and marked the digital phone with asterisks *to show what is included
in the Hd/dvr Triple Play Plus package. I used to have Verizon, but I
switched to digital through my cable company to save money. I was able
to keep my phone number that I have had for 5 years. I read in your
terms that sometimes you may have to call me to verify
the phone number. If you need to do this, I will be here to answer and
verify that it is my phone.
Please look over the documents again and let me know if you have
everything you need to approve my withdrawal. If for some reason,
something isn't clear, let me know what I have to do to clarify it.
Gianna from security sent me an email saying that she received
everything. Here is a copy of what she said:
Dear
Rosemarie,
Please note that we have received the paperwork for your Visa**** (copy of the card + copy of your picture ID + authorization form), copy of your electricity and phone bill, and the copy of your void check. All the documents came good and have been added to your account records. Please do not forget to submit your checking account details to:
accounting@bingohall.com if you have selected the echeck option as payment method. Thank you very much and have a good day!
Best regards,
Gianna
Security Department
Then I received this email from security on 12/15
Dear Rosemarie,
Thank you for contacting security department.
We received your documentation and actually we notice that your Services pack bill includes your Digital Phone Line, you should probably receive a call during the next days just to confirm your number.
Your cooperation was really appreciated.
If you need any further assistance, please contact us back to our toll free number or sent us a new email and I will be more than glad to help you.
Best regards,
Johnny
Security Department Representative
So I replied with this on 12/15
Dear Johnny,
Thanks for your response. When you call, if by chance I'm not home, my voice mail will say "You've reached Rosemarie and ---, at the tone please leave a message and we'll get back to you as soon as we can". If you need me to, leave a message and I will return your call.
After the phone verification, is this all I will need to be approved for the withdrawal request? If not please let me know and I will email you anything else you need. I really am trying to avoid another declined payment, so I want to be sure you have everything you need to approve me before I put in the request.
Sincerely,
Rosemarie
I never got the phone call. In the interim I got an email from Chuck from accounting on 12/15 in response to the previous email of 12/14:
Rosemary,
Please note that no information is ever directly taken from the voided check
or paperwork, as those are not accessed by accounting personal. Only
security personal has access to those documents, and they can't provide any
details from it, for security reasons.
The rules clearly state that you must submit the payment information via
email directly to the accounting department, in order for the payment to be
considered.
Thanks,
Chuck
Bingo Hall Group
Accounting Department
So I sent back this:
Hi Chuck,
Thanks for the information regarding the E check option. I did use that
option in July 2009 for a deposit. However, if you need it again I will
email it to you. Exactly what information must I email. Do I have to
send you a copy of the Echeck voucher I faxed over the other day? It was
faxed to security as requested but if accounting needs a copy I will
email it to you along with whatever information you need.
Once I send the additional banking information you need, will this be
everything you require to approve my withdrawal? I will wait for the
phone call mentioned in an earlier email to verify my phone number. I
would also like to know if I will have any problems with any future
withdrawals now that you will have all this updated information.
Thanks for your attention to this matter.
Sincerely,
Rosemarie
Hi Rosemarie,
What we need you to email us directly - to
accounting@bingohall.com - are both your routing number and account number. The information that you used to make your deposit is stored in our systems under encrypted and secured protections, and is inaccessible to us. You did received confirmation for your voided check, right?
Thanks
Chuck
Bingo Hall Group
Accounting Department
So I replied with this on 12/15
Hi Chuck,
I did receive confirmation from security that they received my voided check.
My account ----- Routing -----
I am sending this information to you and also
accounting@bingohall.comDoes this complete all the information you needed to approve my withdrawal? If I request another withdrawal in the future, will I be able to get it the first time now that you have all the information?
Thanks for your help Chuck.
Sincerely,
Rosemarie
And he replied with this:
Hi Rosemarie,
According to the security department notes, the voided check is already on file, as well as your utility bill, landline phone bill, echeck voucher and paperwork for VISA 7681.
I have also added the following information to your records:
· Routing # -----
· Account # -----
Please remember to make a quick review of the payout guidelines in case that you wish to make sure all is on file.
Best regards,
Chuck
Bingo Hall Group
Accounting Department
Then I sent this to find out if this request is going to get approved. I was hoping to get a straight answer:
Hi Chuck,
It looks like you have everything you need from me. Since you are the accounting manager, I would like you to tell me if I will be approved when I put in my withdrawal request this week. I have been very patient and cooperative with Bingohall. All I'm asking, since I have been declined for 2 weeks now, is that you tell me that I will be approved this time and also that if, in the future I win enough to want another withdrawal, that I won't have this same problem. I can't imagine anything else you might need from me and you are giving me the impression that you do have everything.
One simple question Chuck. Will I be approved for the withdrawal request this time. Please give me a straight answer.
Thanks for your help.
Sincerely,
Rosemarie
This is the reply I received:
Rosemarie,
There are certain requirements that can't be checked upfront anyway, since
they can change with time and actions in your account. However, I can verify
the paperwork once you have submitted a new request. So, let me know if you
did, and I will quickly check on your paperwork status.
Thanks,
Chuck
Bingo Hall Group
Accounting Department
So I submitted another withdrawal request and sent this:
Hi Chuck,
I just submitted another request for withdrawal. Please let me know if
it's approved.
Thanks,
Rosemarie
Here's the reply I got:
Rosemary,
Once again, I can't let you know something which I can't possibly predict.
The best I can offer you is to review your paperwork. We can only know if
the payout will be approved until Monday's payout process.
Best regards,
Chuck
Bingo Hall Group
Accounting Department
Then he emailed me after looking over all the paperwork with this:
Dear Rosemarie,
Thank you for your patience!
Reviewing the notes and records for your Bingo Hall Account, regarding paperwork and documents, you currently have on file (and valid) all the following:
· Complete paperwork for VISA ---
· Complete paperwork for VISA ---
· Valid Picture ID and Utility Bill
· Valid Landline Phone Bill
· Complete paperwork for eCheck deposits
· eWallet account number -------
With this information, you would have already completed the required documents and account number for your payout. The other requirements are impossible to check at the moment, and they depend on the actions that you have performed in the last few days and the ones you might perform in the coming days (buys, prebuys, wagers, wins, loses) and can only be checked once the deadline is gone, during the actual payout process. Please review carefully all our rules for Wagering Requirements, bonus rules and the like. Also, keep in mind that at any moment, all accounts can be chosen for the Verification Process (Withdrawal Terms and Conditions, Rule 18)
I’m glad I could be of assistance and please don’t hesitate to contact us back.
Best regards,
Chuck
Bingo Hall Group
Accounting Department
I finally got my money on 12/21. They only process withdrawals once a week. If they decline you, you can't request another WD till the following week, which is why I wanted to have all the papers they needed before I requested another WD. I showed a lot of patience after the phone call, because they and some other sites let you know that they can close your account for any reason. I figured I wanted my money. Some of this correspondence was laughable, especially when Shawn and Robert asked for documents that were verified received by Gianna. The biggest problem would have been if they had decided to put me through a "random" Verification Process which would have postponed my payout another week. They had already put me through that once and told me I would never have to go through it again. Then they seem to have changed their rules to make it more convenient for them to delay your payment. SO.........that was my experience with BingoHall. If any of you are playing at that site, I suggest you make sure all your documents with them are up to date. I played at this site for over 5 years and never had a problem getting paid. They have really changed and as you can see they made me go through everything short of giving them my first born to get $500. I read somewhere on BPU that someone else had a problem getting $5,000. So, needless to say, I will not be going back to Bingohall to play anymore. I enjoyed playing there, but I will never allow them to put me through that again. Be warned!!!
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