Question ATT: Club World Players

[Nifty29]

Hi gang

I've been waiting for a while now to see if something concrete would be done regarding the issue of declined withdrawals at Club World Casinos. Since nothing has really happened, I've decided to give it a shot myself.

In case you haven't been following the CWC threads recently, the central issue is the communication between cashiers and players when a withdrawal is declined.

On the one hand, Tom from CWC states that a reason for declining a withdrawal is ALWAYS provided to the player via email by the cashier at the time. On the other hand, players are stating that they NEVER receive a reason nor an explanation nor further instructions UNLESS they contact the cashiers themselves.

So, what is REALLY going on?

IMO, the best way to settle this is for members who have had a withdrawal declined (EXCEPT for bonus removal) within the last SIX MONTHS to provide the following information:

1. Was a reason provided to you via email at the time your withdrawal/s were declined?

2. If YES, please post the exact email you received (minus personal information)

3. If NO, what did you have to do to obtain the reason and a resolution? E.g one email to cashier, contact live chat, PM rep etc

4. If you have had more than one withdrawal declined, did the same thing happen every time?

5. If you had to email the cashiers directly, did they reply and how long did it take?

I would like to remind participants that this is NOT the place for a casino bashfest and derogatory comments about CWC in general. If you do, your post will be reported and you will be left to the mods' tender mercies.

The thread is an INFORMATION GATHERING exercise. Please be genuine and honest, so that, when a clear picture is formed, it can be presented to both CWC and Bryan in the hope of resolving the issue once and for all.

On a personal note, I have every faith in the integrity of Tom and CWC and don't think for a moment anything deliberate is going on. IMO it is a case of Tom possibly being given a false impression by his cashiers......but whether I'm right or not remains to be seen.

 

[Brooklyn]

Hi Nifty, good post. I just looked at the recent threads and so many of them are concerning CW.

Good idea you have there, sir.

 

[clubworld]

Any exercise that enables us to improve our service is a welcome one, so bring it on

The only things I would add is that if you post a negative outcome in this thread please include the date it happened and also PM me your username so that I can investigate on my side also.

 

[LHofsdal]

Something I find odd..

Very good idea Nifty!! What I find odd is that you made this post almost 24 hours ago, and not one reply?

C'mon folks, you have an avenue wide open to ya to get your issues resolved, and the rep more than willing to investigate it, so here is your chance. Instead of starting another thread complaining about this group, post here and and have the rep help ya out.

LH

 

[Nottsogreen]

-ve & +ve opinions

OK..I am a medium (imho) size player at a number of sites, (MGS/Netent/Ptech etc) and CWC is the ONLY RTG that I trust.

I am also "in the industry" and have been for almost 15 years (since inception!)

I play at CWC on a regular basis, and I actually know a couple of the guys there personally having met at industry events etc (and maybe that is why i feel an affinity). Whether this affects the treatment I get, i dont know.

I am NOT going to name any names (you know who you are), but this is my genuinely independent review of a problem i had a short while ago.

I had noticed a few anomolies between amounts deposited and their equivalent WD's. eg : £100 DEPOSIT was balanced at (say) $160, but a $160 WD hit my MB account (preferred method at the time) at (say) £90.

Only a 10% diffferential or so, but add the $>£ transaction, and the small MB fee, and in my opinion, that affected RTP considerably.

I raised this query with the "live chat" option, and being frank, got a response that "thats how it is". With no tangible reason. Or maths ! However, they DID say that they could arrrrange a Wire Transfer for me, and this "would probably " be better than the 5-10% MB diffferential

I made a couple of reassonable size WD's, ($1K or so each ) , and by the time the cash hit my account (in fairness, within 24 hours of approval), it was about £50- £60 out !.. At this point, i decided to elevate via a guy i KNOW there (rather than "front line" staff) and got the following response....

I have just spoken to our Cashier Manager with regards to our conversation yesterday.

Wire Transfer – The reason why the charges have been applied is due to an international transaction because it comes from an overseas bank account and along with the exchange rate. UK banks will charge for receiving an international transaction.

I checked with my bank (Santander) who confirmed that NO cost is incurred on my account, and reverted to CWC.

Turns out, after some research, that the transfer actually goes :

Overseas Bank - UK intermediary - MY bank.. It is the INTERMEDIARY who makes the charge. So whilst it isnt TECHNICALLY CWC charging, it does come out of your deposit..

However, this highlighted a number of things for me

1. CWC front line staff simply no not have the knowledge they should have, and advised me that WT woudl be cheaper than MB, without actually knowing the facts. Misleading information, insufficient facts, laissez faire attitude.

2. Once elevated, the CWC staff who can actually MAKE a difference (ie the back room "senior" staff), bent over backwards to make things happen (and indeed credited all costs incurred to date at that point)

3. There is a potential lack of training issues (that CWC are now aware of).. The support staff (AFAIK) are in same building, so hopefully this will be resolved internally, and quickly



Since then , i have made a large number of varying sized WD's, and without fail, they have been in my MB account within a maximum of 24 hours. (but it does cost me on both exchange rate, and WD fee)

Sorry for the long post, but i think that this typifies my experience, and highlights both the +ve & -ve aspects of this group.

Having said that. THis is STILL the only RTG group that i feel confident enough to play at (I refer you to my 15 years in the industry!), and have had many transactions carried out without a problem.

I hope that this is beneficial for someone, and aids a balanced opinion.


Be Lucky


Dukesy

 

[weesie]

Wonderful idea! Now, If I just had all of my old e-mails! Haven't played there for a while. Would love to play there more if thing were going better.

 

[bsilva028]

i would like to give a contribution to the thread but unfortunally no withdrawals at CWC in the last 12 months

however, before that, all the times i cashed out never got a problem

 

[Nightfly]

I made a few withdrawals in July 2012 and August 2012. Sorry but I deleted any information regarding these withdrawals. During this 2 month period I had 2 withdrawals declined. The first one was declined because CWC eliminated the withdrawal method I chose. I think it was direct deposit or ACH. It took a week before I was notified. The remaining withdrawal methods at CWC had limited cash-out amounts for US players and I was notified of this instantly. At that point I settled for a "Pay My Card" max withdrawal and the balance by check.

 

[vinylweatherman]

Perhaps players have managed to get their money in all cases, and the issue is the trouble in getting it, rather than not getting it at all. This might make them feel the issue is closed, and so they don't contribute when asked for their stories.

We will probably see more moans about declined withdrawals that are eventually paid in the end, but not such a delay that players decide to take things further by making a PAB. It seems things escalated whilst Tom was away, but have quickly settled down now that he is back.

 

[lettingyouknow]

Word Games - Simon Say's

My withdrawal requested on the 21st, sat there for 2 days, Denied on the 23rd, (BTW took No Bonus), received No Email, went to my history to check on the 23rd, saw the denied, then approved.


Please wait for a site operator to respond.

You are now chatting with 'Simon'

Simon: Hi, how are you?

me: hi simon

me: well and you

Simon: Good!, im well thanks

Simon: You asking in regards to your withdrawal which was approved on the 15/10/2012?

Simon: Sorry i mean 23/10/2012

me: yes it was req on 21st

Simon: This was approved on the 23/10/12, we havent yet recieved the tracking numbers for this date but you will be notified of your tracking number as soon as we recieve them for that date

Simon: Anything else i can help with?

me: simon i dont like that answer

Simon: What do you mean?

me: jon said i would hav it on wed michael said i wld have it on thur so do you have a logical reason why it has gone past the 7 day mark

Simon: I have spoken to Jon and Michael and they have stated they said "should" as we dont say agarantee comments as we dont like to give wrong information. We are awaiting the tracking numbers from Fedex in which you will recieve the tracking number as soon as we recieve them.

me: so when do you think that will be any timeframe at all?

Simon: I cant give you a timeframe as we are awaiting them from Fedex

me: info: Please wait for a site operator to respond. info: You are now chatting with 'Michael' Michael: hello how are you? Michael: I will sure have a check for you now
Me: Hello Michael well and you

Me: thank you Michael: good to hear Michael: yeah I'm doing well thanks

Michael: Ok, that has been approved on the 23rd and sent on it's way to you in which it can take up to 7 working days, which is we going on the 7th working day tomorrow for you (wednesday)

Also I can see we have received the batch for 22nd, so yours should be in today (Wednesday over here) and emailed to you.

I do apologize we don't have it but your check should be delivered today anyway or most defiantly this week

Me: thank you for checking Michael: Your more than welcome! Michael: take care and bye for now info: Your chat transcript will be sent to xxxxxxxxxxx at the end of your chat.

Posted chat above into this chat,

Me: Honestly ppl wld be reasonable if you gave them straight answers

Simon: "Michael: Ok, that has been approved on the 23rd and sent on it's way to you in which it can take up to 7 working days, which is we going on the 7th working day tomorrow for you (wednesday) Also I can see we have received the batch for 22nd, so yours should be in today" as michael has state it should be.

Me: so the batch for the 22nd and it is thursday here going on friday, so I am trying to get a timeframe thats all.

Me: and keep in mind it was requested on the 21st SAT for 2 days then on the 23rd it was DENIED (DID NOT PLAY A BONUS) so thats not the reason then

Simon: Thank you very much for your patience and i understand, i will have this passed on furthur and you will been notified of your tracking number as soon as possible.

Me: approved on the 23rd

Me: simon i know you are only doing your job but seriously when your timeframes have been exceeded,

as in my case just have a reason, its good customer services period.

Saying you will get it when you get it and we have know idea when is NOT a good reason.


Me: I am wasting your time and my time thanks anyway

Your chat transcript will be sent to xxxxxxxxxxx at the end of your chat.

Simon: I understand your concern because yes your time frame has exceeded, and again My Name, i wouldnt want to give you a timeframe as this may be wrong information passed on to you which i wouldnt want to do.

Me: Playing possum is not a good decision either, you poor CS people. I am serious about that, it is not right.

Me: You are doing the best you can, and if you are told to stall then that is what you have to do. It's alot of things that I can say in chat. I am a BOSS myself and yes good bad or ugly, I tell my customers what they do not want to hear,
then I deal with it right there and then, I have cs ppl to

Simon: As both Jon and Michael stated "should" you should take in to concideration that it may not be within the time frame, so what they actually stated was correct and they provided you with the adequate information.

Me: don't blame my ppl (cs) or throw them under the bus, after all I hired them they are my choice, and I stand behind all of them, but I do not put them in the front line with no tools, taking incoming fire from the customers.

Me: what do you guys expect to happen, I mean seriously,

Me: I don't want to play the WORD game with you, I should NOT have to.


Me: SAY WHAT YOU MEAN AND MEAN WHAT YOU SAY!!!!!!!!!!!!!!!!

Simon: As advised you have been provided with all the correct information in regards to this. We have to await for these tracking numbers from Fedex in which we notify customers of this when we recieve them. This is why we never garantee

Me: So Simon you are saying, No you tell me pls what you are saying.

Simon: My Name, we are going to be going back and forth hear for a long time. What exactly would you like me to do?

Me: Do I have a check on the way or not?

 

[elaina333]

MY withdrawal Oct 22

My withdrawal requested on the 21st, sat there for 2 days, Denied on the 23rd, (BTW took No Bonus), received No Email, went to my history to check on the 23rd, saw the denied, then approved.
This could be my correspondence with CW
I made a withdrawal on the 22 and was approved on the 23 of Oct and still no tracking number and no update from
cashiers. I love this Group of casinos but this is so discouraging and being in the US i am completely at their mercy.
I was just so surprised to read this almost exact situation I am going through. I wish us both a speedy result.

Please wait for a site operator to respond.

You are now chatting with 'Simon'

Simon: Hi, how are you?

me: hi simon

me: well and you

Simon: Good!, im well thanks

Simon: You asking in regards to your withdrawal which was approved on the 15/10/2012?

Simon: Sorry i mean 23/10/2012

me: yes it was req on 21st

Simon: This was approved on the 23/10/12, we havent yet recieved the tracking numbers for this date but you will be notified of your tracking number as soon as we recieve them for that date

Simon: Anything else i can help with?

me: simon i dont like that answer

Simon: What do you mean?

me: jon said i would hav it on wed michael said i wld have it on thur so do you have a logical reason why it has gone past the 7 day mark

Simon: I have spoken to Jon and Michael and they have stated they said "should" as we dont say agarantee comments as we dont like to give wrong information. We are awaiting the tracking numbers from Fedex in which you will recieve the tracking number as soon as we recieve them.

me: so when do you think that will be any timeframe at all?

Simon: I cant give you a timeframe as we are awaiting them from Fedex

me: info: Please wait for a site operator to respond. info: You are now chatting with 'Michael' Michael: hello how are you? Michael: I will sure have a check for you now
Me: Hello Michael well and you

Me: thank you Michael: good to hear Michael: yeah I'm doing well thanks

Michael: Ok, that has been approved on the 23rd and sent on it's way to you in which it can take up to 7 working days, which is we going on the 7th working day tomorrow for you (wednesday)

Also I can see we have received the batch for 22nd, so yours should be in today (Wednesday over here) and emailed to you.

I do apologize we don't have it but your check should be delivered today anyway or most defiantly this week

Me: thank you for checking Michael: Your more than welcome! Michael: take care and bye for now info: Your chat transcript will be sent to xxxxxxxxxxx at the end of your chat.

Posted chat above into this chat,

Me: Honestly ppl wld be reasonable if you gave them straight answers

Simon: "Michael: Ok, that has been approved on the 23rd and sent on it's way to you in which it can take up to 7 working days, which is we going on the 7th working day tomorrow for you (wednesday) Also I can see we have received the batch for 22nd, so yours should be in today" as michael has state it should be.

Me: so the batch for the 22nd and it is thursday here going on friday, so I am trying to get a timeframe thats all.

Me: and keep in mind it was requested on the 21st SAT for 2 days then on the 23rd it was DENIED (DID NOT PLAY A BONUS) so thats not the reason then

Simon: Thank you very much for your patience and i understand, i will have this passed on furthur and you will been notified of your tracking number as soon as possible.

Me: approved on the 23rd

Me: simon i know you are only doing your job but seriously when your timeframes have been exceeded,

as in my case just have a reason, its good customer services period.

Saying you will get it when you get it and we have know idea when is NOT a good reason.


Me: I am wasting your time and my time thanks anyway

Your chat transcript will be sent to xxxxxxxxxxx at the end of your chat.

Simon: I understand your concern because yes your time frame has exceeded, and again My Name, i wouldnt want to give you a timeframe as this may be wrong information passed on to you which i wouldnt want to do.

Me: Playing possum is not a good decision either, you poor CS people. I am serious about that, it is not right.

Me: You are doing the best you can, and if you are told to stall then that is what you have to do. It's alot of things that I can say in chat. I am a BOSS myself and yes good bad or ugly, I tell my customers what they do not want to hear,
then I deal with it right there and then, I have cs ppl to

Simon: As both Jon and Michael stated "should" you should take in to concideration that it may not be within the time frame, so what they actually stated was correct and they provided you with the adequate information.

Me: don't blame my ppl (cs) or throw them under the bus, after all I hired them they are my choice, and I stand behind all of them, but I do not put them in the front line with no tools, taking incoming fire from the customers.

Me: what do you guys expect to happen, I mean seriously,

Me: I don't want to play the WORD game with you, I should NOT have to.


Me: SAY WHAT YOU MEAN AND MEAN WHAT YOU SAY!!!!!!!!!!!!!!!!

Simon: As advised you have been provided with all the correct information in regards to this. We have to await for these tracking numbers from Fedex in which we notify customers of this when we recieve them. This is why we never garantee

Me: So Simon you are saying, No you tell me pls what you are saying.

Simon: My Name, we are going to be going back and forth hear for a long time. What exactly would you like me to do?

Me: Do I have a check on the way or not?

 

[lettingyouknow]

What really burns me up is when they pay ppl who have won after I did

Of course I know there are people out there who are getting the same excuses, and stalling. When you post of your situation it justs puts a TARGET on your back.

THAT IS WHY PPL ARE NOT POSTING!!!!

What ticks me off, is yes I want ppl to continue to play there and deposit weekly and the amounts that I have done for years now. After all if you don't deposit they cannot pay me.

But when ppl are posting they played today Friday and got paid today Friday. Not fair, if you have money to pay ppl the same day you certainly have the money to pay us who have been waiting over 10 days.

 

[slotplayer]

Honestly ppl wld be reasonable if you gave them straight answers

you are 100% correct. I have two small mail order retail sites and sometimes things happen beyond ones control. This week its due to Franken Sandy. Once in a while I mess up ordering stuff from the supplier and once in while the FedX box opens in the truck and some of the shipment is lost.

My point being is when a customer asks "wheres is my stuff" good or bad I simply tell them the truth and let the chips fall where they may. 99.9% are absolutely reasonable. I also tell them I'm moving their order to the top of the shipping que and they're happy.

 

[Mousey]

If you have a courier delivery expected, phone the courier 800#, give them your name & addy and ask if you have a packet due for delivery.

We've all been thru this before. The tracking # are received from the processor by their financial dept in batches. Often the packets are received by the player before the tracking# is received by the casino. CS cannot tell you what they themselves do not know.

 

[maxd]

Of course I know there are people out there who are getting the same excuses, and stalling. When you post of your situation it justs puts a TARGET on your back.

No offence but do you have even the slightest evidence for such a statement? If you're just trying to "stick it to the man" then please don't. So far this has been a serious discussion about a genuine player issue. Derailing it into "tin foil hat" territory is useful to no one.

 

[lettingyouknow]

My point is don't say things are on track when they are not

So elaina 333 posting this:

This could be my correspondence with CW
I made a withdrawal on the 22 and was approved on the 23 of Oct and still no tracking number and no update from
cashiers. I love this Group of casinos but this is so discouraging and being in the US i am completely at their mercy.
I was just so surprised to read this almost exact situation I am going through. I wish us both a speedy result.

Nifty's thread was exactly what my post was about, ppl who did not take a bonus, were not notified by email, had a w/d declined, for no reason.

My w/d 21st sat for 2 days went to history, w/d declined 2 days later, never took a bonus, never received an email. Was told by CS wed, thurs, friday.

So why does my post not count? As a "serious, player issue"? Why do ALL players in this situation have to get the run around?

Give straight answers, and do not make the players, do the run around if you anticipate a problem. It's the responsible thing to do.

 

[lettingyouknow]

Just called the 800

If you have a courier delivery expected, phone the courier 800#, give them your name & addy and ask if you have a packet due for delivery.

We've all been thru this before. The tracking # are received from the processor by their financial dept in batches. Often the packets are received by the player before the tracking# is received by the casino. CS cannot tell you what they themselves do not know.

Well, did not know you could do this, thought you always had to have a tracking number but you do not. Just as Mousey stated, give your address, name and they can see if anything is on the way.

I did speak to a very nice representative, there is NOTHING on the way. Nothing even in their system she went back a month, was so good she even told me of flowers that I received last week.

Again, stop with the stall tactics, don't say things are on track, when they are NOT. Don't pay some and NOT others. Give straight answers so that we all can understand. And do not make the players, contact you, when you know you might have a problem send an email.

 

[clubworld]

Hi,

No-one is stalling, we process payments and upload them to the processor in the order that they are requested.

Our processor utilises a number of different banks in the process of dispatching the cheques. Unfortunately you are one of eight players whose cheque batch became held up with one of the banks.

We have been in contact via email to notify you of this delay and I can see that you have been corresponding with Karol via PM here also.

I do apologise for the delay in getting this cheque to you and I am sure that these issues will be resolved and your cheque delivered very soon.

People are not posting here because issues with withdrawals are few and far between, and I would say that the exact opposite is true regarding posting your experiences here putting a target on your back.

Regards
Tom

 

[Nifty29]

Of course I know there are people out there who are getting the same excuses, and stalling. When you post of your situation it justs puts a TARGET on your back.

THAT IS WHY PPL ARE NOT POSTING!!!!

What ticks me off, is yes I want ppl to continue to play there and deposit weekly and the amounts that I have done for years now. After all if you don't deposit they cannot pay me.

But when ppl are posting they played today Friday and got paid today Friday. Not fair, if you have money to pay ppl the same day you certainly have the money to pay us who have been waiting over 10 days.

Thanks for doing exactly what I asked people NOT to do i.e. start a casino bash/throw insults.

You should have started a new thread for your rantings and left this one alone.

Anyway, it seems that there are not as many issues with declined withdrawals as we have been led to believe. Either that or those who have had issues couldn't be bothered helping other players, or possibly even themselves.

If there are few or no new cases in the next 7 days, I think we can safely say that problems are the exception rather than the rule, which is no different to any other casino.

 

[skiny]

Hi,

No-one is stalling, we process payments and upload them to the processor in the order that they are requested.

Our processor utilises a number of different banks in the process of dispatching the cheques. Unfortunately you are one of eight players whose cheque batch became held up with one of the banks.

We have been in contact via email to notify you of this delay and I can see that you have been corresponding with Karol via PM here also.

I do apologise for the delay in getting this cheque to you and I am sure that these issues will be resolved and your cheque delivered very soon.

People are not posting here because issues with withdrawals are few and far between, and I would say that the exact opposite is true regarding posting your experiences here putting a target on your back.

Regards
Tom

Would this come back to the player as a "declined" withdrawal?

 

[kiblon]

I don't post my friend nifty is reason that I don't want to add on to bad report of clubworld. I started "should be accredited" post and I don't like how I worded it strong and angry. I did have problems. Since all of these threads and replys is all fixed I am thinking. See, I have agreed that this is not issue anymore. payments are made and it is in past for most.

Tom, what still happenings is that no email explainations come to us. This does not happen. I am applauding you for fixing these issues as I think you did this. No more complaining needed by ewallet users I think. Just better communicating with those of declined withdrawals is all. No need to make big thread to speak badly of one of best casinos group. I like clubworld.

 

[manstaff]

I was paid finally also. Very timely in the last few weeks as per their norm and per their policy, so I am under the assumption that they have cleaned this issue up. I guess we will find out if others start posting about slow and delayed payments but I doubt it at this point.

 

[lettingyouknow]

11/6 - Ummmmh Still waiting from Oct 21st

Hi,

No-one is stalling, we process payments and upload them to the processor in the order that they are requested.

Our processor utilises a number of different banks in the process of dispatching the cheques. Unfortunately you are one of eight players whose cheque batch became held up with one of the banks.

We have been in contact via email to notify you of this delay and I can see that you have been corresponding with Karol via PM here also.

I do apologise for the delay in getting this cheque to you and I am sure that these issues will be resolved and your cheque delivered very soon.

People are not posting here because issues with withdrawals are few and far between, and I would say that the exact opposite is true regarding posting your experiences here putting a target on your back.

Regards
Tom

Well, still no check, no e mail, a PM answered from Karolina should get next week. This IS next week ???????

 

[skiny]

Nobody answered my last question. I'll ask a new one.

Does all CWC emails come from the same email address? Could bonus offers or newsletters from one address get through while emails from the cashier get dumped into spam folders?

 

[harrys99]

Nobody answered my last question. I'll ask a new one.

Does all CWC emails come from the same email address? Could bonus offers or newsletters from one address get through while emails from the cashier get dumped into spam folders?

Skiny-

Tom told me a while back that they use a different email service for bonus offers. I still have about half of my emails from the group show up in my spam box but I know to look for them there.