My slightly edited (to redact account details) THIRD online chat regarding my Carbon Poker withdrawal process that doesn't work due to an unknown system problem. This is a hoot, and yes, you can tell I'm losing my patience, but I was not swearing at anyone.
Enjoy the glory of it all...:
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Please wait for a site operator to respond. You are currently customer 1 in queue.
Hello, my name is Lena Wellbeck. I'll be assisting you today.
Your reference ID for this chat is LTK1713407910204X. If you need to contact us again in relation to this matter once we have finished chatting, please quote this ID.
Your chat transcript will be sent to [email address] at the end of your chat.
Haley: hello
Lena Wellbeck: Hello!
Haley: I would like you to do a manual withdrawal for me
Lena Wellbeck: Haley, how are you?
Haley: not well, and getting highly irritated
Lena Wellbeck: I cant do the request for you. You must do it from the cashier tab in your account
Haley: That DOES NOT WORK.
Lena Wellbeck: Im sorry to hear that, I know it can be frustrating .
Haley: I don't want to hear that.
Lena Wellbeck: Are you doing it from a regular computer ?
Haley: Yes
Lena Wellbeck: Try changing the browser from Chrome to Firefox or other
Haley: Already tried three browsers -- Chrome, Firefox and IE
Haley: Already... cleared cache, cleared cookies, rebooted, changed password, tried all these things again...
Lena Wellbeck: How much are you trying to withdrawal ?
Haley: originally 300, but now I think I may just close it -- I don't need this sort of runaround
Lena Wellbeck: Haley, try to log out and login again and try again .
Haley: my last customer-support letter from you this morning starts, "Dear Chad..."
Haley: that DOES NOT WORK either
Haley: I have tried from both the client and directly from the web address your CS workers gave me here
Lena Wellbeck: Ok so you are in the main site not the poker software ?
Haley: gah
Haley: I've tried both repeatedly
Lena Wellbeck: I can see you have request withdrawals before. I apologize for the inconvenience .
Lena Wellbeck: However we are not having problems with the system, you should be able to request the withdrawal from www.carbonsports.ag
Haley: Lena, I don't need apologies, I need a constructive solution
Haley: it DOES NOT WORK
Haley: would you like my screen name and password so you can do it for me from your end?
Lena Wellbeck: Haley , you have different accounts. Are you requesting the withdrawal from account [ID Number]
Lena Wellbeck: ?
Lena Wellbeck: In what site are you right now?
Haley: there is only one active account, the one from Carbon Poker with ID [ScreenName]
Haley: I closed the old PDC account (OldScreenName) when you guys got rid of that skin
Haley: it may still exist in your system but it hasn't been played on in something like three years
Lena Wellbeck: Ok, can you type me the exact site you are right now ? The URL please ?
Haley: one minute
Haley: https://www.carbonaccount.ag/withdraw?ticket=ST-[long security code]
Haley: I just opened up the client and selected the "Withdraw" option -- it opened up a browser window with that URL
Lena Wellbeck: What is the username you type when you login ?
Haley: [UserName]
Lena Wellbeck: What is the error that shows ?
Lena Wellbeck: When you click on withdrawal , what is the error that shows ?
Haley: it doesn't show an error -- it just does not accept the login from either location on that screen (there is one in the center and another at upper right)
Lena Wellbeck: My advice is to retrieve the login details to make sure you have the correct password.
Lena Wellbeck: The username is ok [UserName] using the caps
Haley: Your advice is wrong and irrelevant -- I've already reset that on multiple times
Haley: I know my info is correct, thx!
Lena Wellbeck: Ok, you should be able to withdrawal. If you are sure you are not on the poker software and you are doing it from the main site , it should work.
Haley: Wow.
Haley: Let me type this slowly -- "Should" means nothing. It does not work.
Lena Wellbeck: Haley, my advice is to reset the password again. I dont have access to it and if the issue is with the login then something must be wrong .
Haley: Will you quit following your stupid script and have a supervisor join this conversation?
Haley: I reiterate: When I click "Login" from that URL above, it briefly goes to this URL as it attempts to process: https://www.gamingsystem.ag/cca/customerauthn/pl/login
Haley: Then it jumps to this URL, after spitting out the login attempt:
Haley: https://www.carbonaccount.ag/?casinoid=[****]&showMsg=no
Haley: And that is just another login screen
Lena Wellbeck: Please give me a moment .
Haley: Not to mention when I get a customer-support SECOND RESPONSE that starts out "Dear Chad," I know that someone is cutting-and-pasting and not bothering to look into the problem.
Lena Wellbeck: Ok, I just tested something, even though it seems the system doesn't accept the credentials it does . When login click on the sportsbook and you will see the lines available, your name and balance . You then go to the cashier tab and request the withdrawal .
Lena Wellbeck: So when the other screen appears again, just click on the sportsbook tab
Haley: that doesn't WORK. LOOOOL. It re-requests the login when you try to jump back to the "Withdrawal" screen.
Haley: And if you think the password is wrong, how exactly am I opening up the client? It's the SAME PASSWORD.
Lena Wellbeck: Please give me a moment to look into this...
Irod: One Moment please
Irod: Lena was unable to continue with this, I will try to help you
Haley: yeah, she was just throwing her script in my face
Haley: are you a supervisor or did she just go on potty break? :-)
[At this point they chop me off of the chat, apparently too pissed off that I won’t just go away.]
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