Club on the park problem

[Daffe]

Hi all!
This is my first post here on Casinomeister. I have a non payment issue with Club on the park which I hope can be solved easier with a post in this forum.

I registred a account with Club on the park in december 2006. In the beginning of january I asked for a withdrawal for the first time. Nothing happened. I asked the support why nothing happened and did not recieve any answer. Later I found out that my hotmail automaticly rejected all emalis of Club on the park support. Therefore I changed my registred email to another one that not reject their mails. Again I asked them why they had not performed my withdraw. Janurary 17 I recieved this letter:

Hello XXX,

This is Gerwyn, the Customer Service Manager at Club on the Park.

I was made aware of the fact that you have some concerns regarding your
withdrawal and also with your e-mails not being addressed.

With regards to your withdrawal – please note that a utility bill showing
your account registered address will suffice in order to complete the
processing of your withdrawal. Once you have sent this to us I will personally
contact the Finance Team and have your withdrawal sent to you.

In order to ensure that you are receiving all our e-mails – please adjust
your junk mail folder and put support@clubonthepark.com on your ‘safe
list’. We here at the Customer Service Department respond to all e-mail
received from our customers and XXX you are no different.

With this being said, if you have sent us an e-mail and have not received a
response, do not hesitate to call us - we are here 24 hours a day 7 days a
week to assist you with any queries you may have.


Sincerely

Gerwyn Smith
Customer Service Manager

The next day I sent them the required documents and shortly after that I recieved this mail:

Hi,

Docs were saved.Please assist!


Thanks!


Best Regards
Anne

Of course nothing happened this time either so I sent them this:

Hi.
I sent in my docs 4 days ago. Isn't my withdrawal being proceeded soon? [...] What is taking so long time?

No reply and NO payment. I decided to wait a few more days and today, january 28, they sent me this:

Dear XXX,

Thanks for playing with us.

In order to complete processing a player's withdrawal request, we sometimes request faxes of the player's credit cards and identification. For the purpose of processing withdrawals, this is a one-time security procedure.

If after 10 days, we have not received legible faxes, our policy is to refund the original deposit method where possible. Any excess is returned to the player's account balance.

To date, we have not received the necessary faxes from you. We have returned the amount possible via your deposit method and the excess has been credited to your account balance.

You may play the funds in your account or make another withdrawal request. However, please be advised that we will once again require faxes to complete processing the withdrawal request.

We apologise for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Club on the Park.

Please do not hesitate to contact us if you have any questions or concerns.

Email: support@clubonthepark.com
Phone: 0800 389 2768
Fax: 0808 234 1298

Kind Regards,
Casino Manager
Head of Online Operations,

Club on the Park

I think this is pretty ridicolous and would it matter if I send them a reply? They have not replied earlier so I doubt they will do it this time. I will contact thier representant here on casinomeister and ask him to read this post.

And i have not called them. I will not do that because I only have a cellphone which means the cost of the call will probably cost more than my original deposit. I also have very bad experience with calling CS.

[vinylweatherman]

Perhaps Club on the Park have "hotmail" and customers E-mails are being rejected. Makes their original excuse about hotmail being the problem at the player's end a bit shaky now that E-mails ARE arriving, but certainly not within 24 hours, and not with the person sending them seeming to have the slightest idea about the issues involved. This is nothing more than bad CS. Perhaps the rep can enlighten us as to why this player has had this avalanche of bad experiences. This is the SECOND visible thread for this outfit, and the quicker this CS problem is turned around, the quicker these threads will move out of immediate view.

[Tagdog]

is it ritz's policy to ask for ID now? Ever since hotmail customers had problems with emails they've been insisting on ID from hotmail customers it seems from reading forums and my experience. Coincidence or good stalling tactic ?

[vinylweatherman]

Originally Posted by Tagdog

is it ritz's policy to ask for ID now? Ever since hotmail customers had problems with emails they've been insisting on ID from hotmail customers it seems from reading forums and my experience. Coincidence or good stalling tactic ?

Asking for ID is common, and should be expected, however, the complaint is as much about unanswered E-mails, and then when an answer comes it having nothing to do with the issue at hand, and just makes a standard request for ID all over again. The fact that the standard request arrives, but a reply to other E-mails does not, shows it has all to do with CS not having replied, rather than E-Mails being blocked.
They at least go further than some by returning the deposit part of the withdrawal before ID is sorted out.
Communication is fundamental, and is the one thing that needs to be 99% or above, nothing else really counts for anything if communication is poor.

[Casinomeister]

Unfortunately the rep is out of town at the moment. Please keep me updated on this - I have another point of contact if it's necessary.

[Daffe]

Yes I would do anything to solve this ASAP.

[Casinomeister]

Originally Posted by Daffe

Yes I would do anything to solve this ASAP.

Then please PAB - they are awaiting your account details.

[Daffe]

Originally Posted by Casinomeister

Then please PAB - they are awaiting your account details.

Not necesery. This problem has now been solved to my satisfaction even though I don't really know how. Anyway thank you Casinomeister. I also must Thank Club on the park which solved this in a polite and generous manner.

[Casinomeister]

Originally Posted by Daffe

Not necesery. This problem has now been solved to my satisfaction even though I don't really know how. Anyway thank you Casinomeister. I also must Thank Club on the park which solved this in a polite and generous manner.

I waved my magic wand

[spearmaster]

Originally Posted by Casinomeister

I waved my magic wand

I presume you meant your mojo stick...