Am I been given the 'Run Around'

[Jono777]

Ok, Not a complaint and hopefully it will stay that way!

I will try and keep it as short and to the point as possible...

I made a withdrawal following a good session at Cyber Club Casino (Caddell Group) on Monday 2 November 2015 @ 15.59GMT for £350GBP.

They do have a 48 hour pending period which support told me as soon as the 48 hours has expired withdrawals are then processed.

During this 48 hour 'wait' I sent in the KYC doc's and again support told me that these had been accepted, another visit to support (after the 48 hours) also confirmed that the W/D had now been accepted/processed.

No sign of this transaction under the 'Accepted withdrawals' tab, but no panic another member said that this is not unusual and will show once I've had the payout.

Now I did have to withdraw via a slow method (BACS) as I'd only ever deposited with Paysafe vouchers, using my IBAN and BIC code, which show as 'saved' in my withdraw tab.

Start of this week (Monday 9/11) still no money in my bank so I go to support/chat again.

It shows (and they confirmed) they were 'having trouble' (whatever that means) and had reversed the £350 to my account and then it shows as immediately withdrawn again using a method known as Adyen (??)

They explained this (the action not the reasons) and said to give it to Thursday latest (today)

No funds in bank again this morning and my account shows that it was reversed and sent again on 10/11!!!!

Support 100% confirm that they withdrawal is approved and I've not heard any negatives as such about these guys???

Thoughts please guys, I do have plans for these funds and surely 8 days (excluding pending period) is just totally unacceptable.

Cheers in advance

Jon

 

[Jono777]

Additional Info:

During this whole process I have not been contacted by the casino.

I have had to 'go to them' every time.

I would have thought they may have e-mailed along the lines of 'We are having trouble with this payment method, can you deposit with Skrill / debit card and we will pay your w/d that way??

Helpful agent said this morning she would do her best but 'The personal dealing with your cash out is not available at the moment' ???

In 12 years I have never waited this long and more or less got my cash on the day I was 'expecting' it.

Can't help getting a little paranoid on this one!

 

[snotter999]

I always deposit with my Visa Credit card or my Visa Debit card (2 different banks)

I have found in the last 6 months that 4 different casinos (all highly accredited here)
do not for one reason or another seem to be able to get my withdrawals back to the cards that i deposit with.
I have been told my banks don't allow it!

Yet plenty of other casinos have no problems issuing my withdrawals.

But the thing that annoys me is that NOT ONE of these casinos have ever let me know the withdrawal did not work.

I have had to log in after realising my withdrawal is late only to find the amount back in my account with no explanation.

Then i have had to sort out bank account transfers which always work fine but often cost me a $15 fee.
Cool, i can handle that but always disappointed that the casino don't let me know until i query them why withdrawal never worked.
They seem to be able to email me crappy bonus bull every day but can't let me know my withdrawal method does not work.

I am lucky i am one stubborn SOB and refuse to play there again until i see the last withdrawal in my bank!
Do not reverse people
Stuff 'em

 

[Jono777]

I never reverse lol

Can't help thinking why the serious delay tho?

BACS is used for wages, benefits, payments all day every day so why the problem??

Used IBAN and BIC in the past, although not very often, never an issue either.

Just came off support again and still no explanations, apparently 'Accounts Department' are still in a meeting and all I got was an apology (again) from the agent and a £10 Casino Bonus to try n soften me up lol!

I even offered them a solution in that I deposit a fresh £10 via Skrill, thus giving them a new payment alternative to pay me to, works in my book!

Edit: £10 bonus, grateful that I am whilst I wait for my cash out, however none of the games are loading now, where does this all end lol??

 

[Casino2014man]

Sounds pretty poor...

Though I recently had a BACS transfer to my UK account that took 14 working days...

 

[Deeplay]

hmm sounds like a run around to me ! Although Ibann withdraws can and do screw up from time to time and it can take a while to trace the reason why.

Bacs should be pretty much over night. I did a withdraw from Skrill for example around 7pm last night. It hit my account sometime earlier today. Bacs can come in anytime.

I never played caddell group so no direct experience. But I would keep on at them - and of course do NOT reverse. Im pretty sure you will get your money. But it is bad practice when they auto-reverse a withdraw back to your account. You should not have to fight for your money like this and if they are for what ever reason screwing up the bank transfer they should offer an alternative option.

Heres to you getting your dosh ASAP!

P.S I know Dunover played them quite a bit maybe he can chime in here ?

 

[Jono777]

Looks like 'My Kids Christmas is all Sorted' was not to be.

I really have lost all faith, maybe a tiny glimmer of hope but not much.

No updates from Cyber Club all day, visited chat mid afternoon and they either genuinely have no ideas what happening or something is 'not right' never known such a reluctance to share information.

Hi Robyn
3rd time on chat today and I've waited patiently for a very long time.
Please tell me you have an update on my withdrawal which has to be the longest in casino history!
Robyn 02:55:46 pm
I can certainly have look for you. One moment please while I look into your account.

02:56:02 pm
thank you

Robyn 02:59:30 pm
Thanks you for your patience, I am just confirming with our Accounts Team to see if they have any feedback as yet. Wont be much longer

03:00:01 pm
ok
Robyn 03:05:57 pm

Thanks so much for the wait. I have just spoken with our Accounts Team. They are hard at work trying to resolve this matter for you. They are still however awaiting feedback from the Payment processors to confirm a resolution in order to have this matter sorted out for you.
I can appreciate this must be quite frustrating and I can assure you everything is being done by our Accounts Team to resolve this matter for you as soon as possible.

03:06:54 pm
I offered a solution via the previous chat what did they say about my idea?

Robyn 03:08:55 pm
They have taken this into consideration and have brought this forward with our Payments Processors who they are now waiting to hear back from.

03:09:52 pm
I find this very difficult to understand why it has taken so so so long. I play at numerous other casinos and have never encountered this problem in 12 years!!
Is it all down to the payment method / withdrawal method used?

Robyn 03:11:33 pm
I am afraid I cannot confirm exactly the reason and this is definitely a situation which is completely out of the ordinary. Our Team are trying to confirm the reason for this happening and how we can make sure this is fixed and does not happen again in future.

03:12:01 pm

So in closing, my withdrawal is 100% approved and you are trying to send it

Robyn 03:14:20 pm
I am afraid I cannot confirm at this time as we are awaiting feedback.

03:14:56 pm
you should be able to confirm whether the casino has approved the withdrawal, no feedback is needed from a 3rd party if you have spoken to accounts

Robyn 03:15:50 pm

At this time, all they can confirm with me is that the matter is being looked into. I have tried to confirm as much as possible with them, at the moment, I am afraid I cannot provide you with any further information from our Accounts Team I am afraid.

03:17:03 pm

Nothing personal but this is terrible treatment of a player. I would have become a regular depositor too. Unlikely after this.

Robyn 03:18:25 pm
I can completely understand your skepticism and frustration in this matter. If I could confirm any more details I would not hesitate to. I can also assure you that this is an unusual situation and it is something which is being given Priority at this time so that we can resolve this matter.

03:19:08 pm

ok, thanks. I look forward to an amicable update in the near future. Thanks for your time.

Robyn 03:19:31 pm
As soon as we receive the feedback, we will be in contact with you immediately. You are more than welcome. Thank you for your understanding and I do trust that you have a good day further.
We shall be in contact as soon as possible.
May I assist you with anything else today?

03:19:58 pm
no thank you. A good day to you too!

The Highlighted parts give me the most concerns!!

 

[ProbabilityZero]

Simply not acceptable. I hope this gets sorted Jon

 

[Jono777]

Simply not acceptable. I hope this gets sorted Jon

You and me both lol

I rarely post negatives in the forum but the 'standstill' nature of this one is driving me up the wall.

9 Days FFS! - Take away the weekend still 7 days, Cheques clear faster!!!

 

[Harry_BKK]

You and me both lol

I rarely post negatives in the forum but the 'standstill' nature of this one is driving me up the wall.

9 Days FFS! - Take away the weekend still 7 days, Cheques clear faster!!!

Sorry mate but i have an uneasy feeling that they are not thinking of paying you and are stalling you to find a reason to void your winnings.

Read too many of similar chat exchanges/emails when payments were delayed for no apparent reason.

The casino support and paymeny teams sit usually in a large open office, so checking with the payments team is as easy as it gets. And this BS about that she can't say anything further is just rethorical English to make you go away with a feeling that they are doing their best.

I surely hope it goes well mate, keeping all my fingers crossed.

 

[dunover]

They will pay him. They paid me 6x that in 48 hours first w/d when I did the dead or alive video. I used debit card and withdrew OK at about half their sites. Gday casino are one of the sister sites. I know card payments work fine, as I experienced plus Skrill/Neteller too. I think the issue here is a manual BACS transfer. BACS nowadays is instant near enough. The delays are pathetic but at east your account reflects all the transactions correctly.

P.S. They are telling you the truth - Adyen is a payment processor used by many casinos. They are telling you it's been bounced back by them then the second mention is them retrying it.

They didn't use Adyen when I played there IIRC. Sounds like they've changed and things are messy.

 

[Jono777]

Thank you!

The first four words of your post are very reassuring!

 

[Jasminebed]

I don't think they are delaying you deliberately. From what you posted, looks like they tried the transaction again without leaving in in your account to tempt you, so I can't help but feel it is a genuine issue.

Christmas is a ways off still, don't panic just yet. A payment processor problem took 11 days to resolve for me a bit ago, part of the length of time was multiple time zones.

They do need to hear from their payment processor, to be sure funds are traced and returned. But hopefully once that is done, Skrill will be an option for you, even if it is not something they would usually do, as your case is "unusual".

It is poor however that they have not approached you or kept you in the loop without you contacting them.

 

[spintee]

Do not panic, I do al the time when comes to withdraw and all has been ok, I not played this casino but I guess the other casino in the group use the same banking etc,

I know the BACS thing can be dodgy at best of times,

 

[Jakestar]

You would think after all the delays and knowing the hassle it has caused that they'd just say "Hey, would you be able to deposit £10 via Neteller now and we'll instantly send your £350 + £10, oh and we've also added a £20 bonus onto your account as an apology" -

If I was ever a casino manager I'd do this without delay. I hope for you and the kids sake that it comes through soon, fingers crossed for ya.

 

[Jono777]

You would think after all the delays and knowing the hassle it has caused that they'd just say "Hey, would you be able to deposit £10 via Neteller now and we'll instantly send your £350 + £10, oh and we've also added a £20 bonus onto your account as an apology" -

If I was ever a casino manager I'd do this without delay. I hope for you and the kids sake that it comes through soon, fingers crossed for ya.

This is what I suggested to them a few days ago (Apart from it was Skrill) They should be suggesting it to me not the other way around as you say!

Anyway I got up today thinking 'I want my cash!' Finally an email saying this very idea. Just onto live support trying to sort it as I post this.

Just hope they don't try and make me wait the 48 hours pending again!

They did give me £10 comp yesterday but I had little interest and blew it not even 'trying'

Cheers for the support

Edit: Update, Panic over, Skrill deposit, Id verification (for Skrill as PMOP) and Cash out all completed within a 10 minute 'live chat'

Total turnaround in both service and my frame of mind

Oh Yeah and a £20 good will bonus - These guys have now 'won me over' and I will recommend in the future.

 

[spintee]

This is what I suggested to them a few days ago (Apart from it was Skrill) They should be suggesting it to me not the other way around as you say!

Anyway I got up today thinking 'I want my cash!' Finally an email saying this very idea. Just onto live support trying to sort it as I post this.

Just hope they don't try and make me wait the 48 hours pending again!

They did give me £10 comp yesterday but I had little interest and blew it not even 'trying'

Cheers for the support

Edit: Update, Panic over, Skrill deposit, Id verification (for Skrill as PMOP) and Cash out all completed within a 10 minute 'live chat'

Total turnaround in both service and my frame of mind

Oh Yeah and a £20 good will bonus - These guys have now 'won me over' and I will recommend in the future.

Great stuff, I said do not panic

Harry even got me worried reading he's post It is a good group, Its why i rarely use the the paysafe cards ect, Did you know you can credit your skrill acount with paysafe albeit a 5.5 % charge but saves alot of this trouble,

Do not go spending all at once

 

[3jokers]

Glad to hear it was all sorted!

 

[Jono777]

Great stuff, I said do not panic

Harry even got me worried reading he's post It is a good group, Its why i rarely use the the paysafe cards ect, Did you know you can credit your skrill acount with paysafe albeit a 5.5 % charge but saves alot of this trouble,

Do not go spending all at once

Yes mate, Harry did set panic in my end BIG time lol, however Dunover quickly nullifed that!

I will upload Paysafe to Skrill in future, could have deposited with bank card but even tho my gaming is well under control I still do like to try and keep gambling transactions on my bank statement to a minimum.

When I won that money I said 'Kids Christmas is sorted' as work has been crap as you know and it was looking like they were not going to get a very good Christmas due to erratic work atm.

I Will use it for that before any other spending or slotting so at least I know it has been put to a good use!

 

[thebigs]

Now Jon,
Come visit me in Argos today and spend that cash on the Sante pressies before you give a casino a christmas present with it.

Well done buddy.

 

[Jono777]

Now Jon,
Come visit me in Argos today and spend that cash on the Sante pressies before you give a casino a christmas present with it.

Well done buddy.

TYVM

Now, Christmas Shopping or 32 Red 100% DOTD, Let me think.........

 

[thebigs]

TYVM

Now, Christmas Shopping or 32 Red 100% DOTD, Let me think.........

Well shopping has to win today as my 32 Red shows a 50% deposit match today so you might be heading to Argos lol.

 

[spintee]

Well shopping has to win today as my 32 Red shows a 50% deposit match today so you might be heading to Argos lol.

Argos has got the offer on as well, spend 50 get 5 voucher spend 100 get 10 voucher,

so if buying a few things over 50 than pay separate

 

[thebigs]

Argos has got the offer on as well, spend 50 get 5 voucher spend 100 get 10 voucher,

so if buying a few things over 50 than pay separate

It looks like Jon has 10 grand to spend now lol so he will get a lot of vouchers......

 

[spintee]

It looks like Jon has 10 grand to spend now lol so he will get a lot of vouchers......

Yes that scatter win by he's wife was tasty, DOA seems to be on one, Only today somebody was on twich and went live when they won 893.20 of .27 bet, Best thing is that casumo shows your last deposit and it was 12 euros, Not a bad turn around, sosay instaed they put 120 in and bet 2.70 that wold of been near 9k win