Club World 1st cashout, not paying me the right amount, kidding me?

[blacklabrador]

I decided to try club world because it was an accredited casino on this site. Well after $250 in deposits in the last few weeks, and no cashouts, they send me a $75 bonus for my play for the month. I cash out $600 on T-REX, knowing that I can only cash out 10X my bonus with them which is of course $750.

Now, i played my bonus down to zero that night which was 2 nights ago.
I decide to make a fresh deposit of $50 and play T-REX again. Hit the bonus round for little over $500 and at this point i was at around $670. I cash out 600 and leave 70 to play with.

This morning I got an email saying $750 has been approved for release and my cashin of $600 was rejected. I email customer service and this was the response.

" Hi Steve,



Thank you for bringing this to our attention, i have just looked over your account and a mistake could have been made, I have forwarded this to my manager to take another look.



Please bear with us while we work this out, we are a reputable casino if this was an honest mistake by us sure you will get the rest of your money.



Apologies again

Stephen

Cashier

A mistake COULD HAVE been made? A mistake was clearly made, and why is there not anyone to resolve my problem now? Why do I have to wait till tomorrow because of their screw up? I called them as well and they said the cashier would not be in till tomorrow

Not a good start to keep me as a customer thats for certain. Anyone else have problems with these guys?

[kakata]

Im missing something????
from what you wrote...you never had a withdraw for 750 but 2 of 600 each.
if so...wich of the 2 has been declined?the first one or the second?

[kakata]

I decided to try club world because it was an accredited casino on this site. Well after $250 in deposits in the last few weeks, and no cashouts, they send me a $75 bonus for my play for the month.out $ I cash 600 on T-REX, knowing that I can only cash out 10X my bonus with them which is of course $750.

Now, i played my bonus down to zero that night which was 2 nights ago.
I decide to make a fresh deposit of $50 and play T-REX again. Hit the bonus round for little over $500 and at this point i was at around $670. I cash out 600 and leave 70 to play with.

This morning I got an email saying $750 has been approved for release and my cashin of $600 was rejected. I email customer service and this was the response.

" Hi Steve,



Thank you for bringing this to our attention, i have just looked over your account and a mistake could have been made, I have forwarded this to my manager to take another look.



Please bear with us while we work this out, we are a reputable casino if this was an honest mistake by us sure you will get the rest of your money.



Apologies again

Stephen

Cashier

A mistake COULD HAVE been made? A mistake was clearly made, and why is there not anyone to resolve my problem now? Why do I have to wait till tomorrow because of their screw up? I called them as well and they said the cashier would not be in till tomorrow

Not a good start to keep me as a customer thats for certain. Anyone else have problems with these guys?

hmmmmm...if Im not mistaken...they do not process withdraws on week end...I could be wrong tho.

[Marie2473]

I thin it will be solved so u have nothing to worry about. I know that it is frustrating to have to wait, but at the same time, they have to make sure thaht they find the mistake and make sure that it doesnt happen again.
And like katka said - during weekends i ma not sure that they are processing...

[blacklabrador]

Im missing something????
from what you wrote...you never had a withdraw for 750 but 2 of 600 each.
if so...wich of the 2 has been declined?the first one or the second?

Thats what I would like to know. I never had a withdraw for $750, which makes me think they just combined the two equalling $750 and assuming it was all won on my bonus money, which it was not. I was given $75 in bonus money and the rules state that only 10X the amount of the bonus can be cashed out. Fine. I followed the rules, cashed out 600 2 days ago, then deposited $50 last night, and once again cashed out $600, but that was on my own money, NOT a bonus. Hopefully it was just a careless human error, or computer error.

Like the person above said, I never had a cashout of $750, so why would they just take it upon themselves to combine the 2 cashouts, and reject the rest of the money?

This is my transaction history i copied to show all of you

6/18/2010 6:39:56 AM ACH Withdrawal Approved! ($750.00)
6/18/2010 6:39:32 AM Play Bonus Removal Withdrawal Approved! ($450.00)
6/18/2010 6:39:32 AM Play Bonus Removal Withdrawal Requested ($450.00)
6/18/2010 6:39:21 AM ACH Withdrawal Requested ($750.00)
6/18/2010 6:39:09 AM ACH Withdrawal Declined $600.00
6/18/2010 6:39:09 AM ACH Withdrawal Declined $600.00
6/17/2010 6:07:37 PM ACH Withdrawal Requested ($600.00)
6/17/2010 5:32:45 PM DF-Credit Card Deposit Approved! $50.00
6/17/2010 5:32:45 PM DF-Credit Card Deposit Requested $50.00
6/16/2010 9:26:03 PM ACH Withdrawal Requested ($600.00)
1 2

[anniemac]

Kakata's right. Unless you can actually find a rep here, you will have to wait until Monday for any resolution.

I know how frustrating it is to have to wait, but I have no doubt that you will be paid the correct amount.

[blacklabrador]

Kakata's right. Unless you can actually find a rep here, you will have to wait until Monday for any resolution.

I know how frustrating it is to have to wait, but I have no doubt that you will be paid the correct amount.

I dont mind waiting a bit, I just hope they dont try to pull any shenanigans regarding what I won in my bonus money and what i won with the deposit after that. Mistakes like this should not happen, its pretty clear after you see my transactions i posted.

[clubworld]

Hi there,

I do apologise for you having to wait until now for this for this mistake to be rectified. This required crediting cash to your account and then processing a withdrawal which my cashier team do not have permissions to do.

I have completed this now and the additional funds are already in your QT account.

Kind Regards
Tom

[blacklabrador]

Well Monday morning has arrived and Tom from Club world came through I guess this was just an honest mistake and either the computer or human error didnt realize the 2nd cashout of $600 was won on my $50 deposit and not bonus money. Although I do not like the fact these things cant be resolved on the weekends, I will continue playing on this casino. Seems as if management does all they can to make customers happy. I havent received the money just yet however, when I do, I would recommend this casino to friends and family.

[Nifty29]

For future reference, you might want to contact Tom via PM here and give him a reasonable amount of time to rectify the situation before you post about it.

There was no indication that Club World werent going to fix it - you just didnt give them the opportunity.

Club World are one of the good guys.