Casino Complaint Casino 770 so slow and awkward in every aspect - still not received cheque

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
Hi

I won at Casino 770 and deposited, verified my account and then made a withdrawal request for £4400. It was all accepted, first received my £30 deposit back on the same bankcard i deposited with and was told the other £4370 will be a cheque being sent. Why a cheque i don't know? But now they have sent it on the 13th May but sent it to my old address even though i updated my address well before it was issued. The live chat customer support are of very little help as they pass the blame on for the delay to the bank and say it's with the payment agent, and the agent decides how i get paid, and is responsible for posting and issuing, yet i cannot speak to the agent direct nor can they so have to wait for email replies, only to get a reply that doesn't answer my questions, and ultimately i still haven't received my cheque and now what as they say they posted it to the wrong address. Why can it not just be paid into my bank? And why can't they call me on my mobile to discuss instead of the odd email each day dragging it out this long? Please help. I have kept proof of all discussions with them and they have been very unhelpful and now have sent the cheque to the old address. Shocking.
 

pp2012

Dormant account
Joined
May 29, 2012
Location
in the universe
Have you tried contacting the person who lives at your previous address, failing that, you may have to wait until verification that the cheque has not been cashed by anybody.
 

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
Yeah tried that, hoping they're going to pass the cheque onto me if it does arrive there. They've sent the cheque to the wrong address and haven't supplied me with any of the information i require too perhaps track the cheque. Everything is down to the agent, who you can not speak to. Awful customer service!

Wonder if anyone else has had it like this?
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello nashjina,

i would need through PM your username in order to try find out what happened in your situation

Regards,
Konstantinos
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello,

yes i confirm i received your pm , and i am going to see what happens with this issue

i will update you shortly

Regards,
Konstantinos
 

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
Why is the service so poor and awkward? So many questions like why don't they just pay me the same method as my deposit? Why can i not contact the correct department? Why was the cheque sent to my old address? Why is there such delays between correspondance? Why can they not phone me to resolve the matter through communication?
Do you have any answers to these?


Does anyone out there?
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello,

please give me a little time in order to dig on this issue and provide you the appropriate assistance

be sure that everything will be handled in the best possible way

i will update you as soon as possible.

Regards,
Konstantinos
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello,

i have just send you a PM with further details

tomorrow morning i will provide you the tracking number (i explain through pm the reason why)

but as far as we both know the cheque had already been....''shown'' to you, so there is no reason to worry

i also explained the reason(s) this whole procedure was followed

Regards,
Konstantinos
 

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
I have a scanned copy in email yes.
Ok i need that tracking number first thing tomorrow morning so i can then go to the post office and hopefully i haven't missed the letter. Please send it asap.
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello,

I don't know if it will be the...very very very first thing in the morning:D

But be reassured that I will make a call in order to retrieve the number quickly and I will send it through pm to you here. Again I would like to mention that there is no reason to worry.

Regards,
Konstantinos
 

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
Good morning Konstantinos

Have you managed to obtain a tracking number for the cheque then? Please advise me asap so i can hopefully obtain the cheque before it's lost.

Thank you
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hello,

yes i have obtained the tracking number of the cheque

before providing it to you i would need to verify one last thing and i will get back to you

Regards,
Konstantinos
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
Hi,

our CS tries to get in contact with you since yesterday, through phone

please be kind to reply to them

Regards,
Konstantinos
 

nashjina

Dormant account
Joined
May 15, 2013
Location
United Kingdom
Hi

I have now received the cheque! It actually came to my correct address, and not my old one like i was told. I've paid it in and am now just waiting for it to clear. I shall report back when it does. Thanks.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hi

I have now received the cheque! It actually came to my correct address, and not my old one like i was told. I've paid it in and am now just waiting for it to clear. I shall report back when it does. Thanks.

Glad you've been paid. I'm highly sceptical that there was ever one sent to your old address though.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi,

any news on this?

Regards,
Konstantinos

It may turn out OK, but this case illustrates the "poor communications" of the company, and this is a case from a fortnight ago, and supposedly things have changed. The biggest problem apart from the lack of communication is that when it came, it was WRONG. This caused unnecessary worry for your customer who was trying to trace a cheque to the wrong address that just didn't exist. Apart from the bad communications, nothing really seems to have gone wrong here.

In the UK players are used to getting paid back to their cards, even credit cards, as the UK card issuers generally allow this. When paid by cheque, UK players expect a reasonably smooth experience, with the cheque being received a few days after posting, and clearing without issue when deposited in the bank.

Many businesses no longer send cheques, and instead pay by bank transfer. Quite a few UK facing casinos offer this.

Best of all though is for a player to get something like Neteller to avoid all these hassles. Any casino that creates hassle over Neteller has an ulterior motive, which is usually to stall payments in the hope that players play till they bust out, rather than withdraw a decent win.

When moving house, it is a good idea to use the redirect service offered by Royal Mail as this automatically picks up and forwards any mail to your new address for up to a year. If the OP had redirect, they needn't have worried that the new occupiers at their old address might do something dishonest with something sensitive like a large cheque. Redirect only delays post by a day or two.

I used the 1 year redirect service when dealing with my late father's estate. It mopped up a small number of letters, and meant I could detect anyone who would need to be informed of his demise, and any potential claim on the estate that might arise (such as an unpaid bill). I didn't have to worry about whether the new owner of his house could be relied upon to forward any outstanding mail.

I would use redirect if I moved house, and would probably opt for the maximum 1 year service. As well as catching anything important, I could detect any person or company that still had the old address in their records.
 

Konstantinos

Dormant account
Joined
Jan 3, 2013
Location
London
In this issue never occurred pure communication.

On the contrary happened something else

The player knows what happened, but anyway...

Regards,
Konstantinos
 
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