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ATTN: Casino Rep Casino Max-Withdrawal Issues

Discussion in 'Casino Complaints - Non-Bonus Issues' started by butterflyboogie, Jul 17, 2018.

    Jul 17, 2018
  1. butterflyboogie

    butterflyboogie Senior Member MM

    Making Money
    Casino Oblivion
    Hello everyone, a warning....this is a lengthy post. I am hoping to get some answers from the forum member here or the rep for Casino Max. Let me just explain a moment then I will post a lengthy conversation with one of the chat reps Aiden. Back in November 2017 I played there and won; long story short it took several days for me to be paid because "someone" had botched it along the way. A year later and the same thing....

    Hi, Welcome to Casino Support you are speaking with Aiden one of the casino hosts here

    Can you tell me why my payout on bitcoin has not been processed? It should have been done no later than today

    Sure let me take a look, can i confirm this is Linda ?

    Butterflyboogie: yes it is Linda

    Thanks Linda one moment please

    I do apologise it is currently still pending awaiting confirmation by our cashier dept, i have checked your account and there is nothing further that we require from you so thanks for that. Ill pass the info on to ensure that this is picked up tomorrow and approved for you. Once approved you should see the funds in the wallet shortly after that.

    Butterflyboogie:This is the same thing that you told me yesterday
    Who is the manager here? I want to speak with him or address him at Casinomeister, since you guys are accredited with them

    Unfortunately we do not deal with the withdrawals - once we get in the cashier team have left for the day so it would just be a case of passing the information on

    Butterflyboogie: It clearly states on your website, in the cashier part that bitcoin withdrawals are processed in one business day, however, this is not the case. Who is the manager?

    The management only work office hours so in order to speak with someone who could assist further you would need to pop through during normal office hours BST or email to theThis email is not visible to you. inbox

    Butterflyboogie: And to be quite honest I was up asking this same question at 4 am my time, which would have been during your office hours and I was told that it would be paid

    Bitcoins are processed within one day however they can take up to two business days to approve.

    Butterflyboogie: Let me ask again, who is the manager here?

    it would be the cashier dept, not a specific person if you send any issues to the email address provided i will direct it to the right person

    Butterflyboogie: Let me ask again....WHO IS THE MANAGER HERE?
    I am asking for the managers name of this casino. I am not asking about the cashier department, I am asking who is the manager of this casino. Are you refusing to answer that?

    There is no specific manager that would deal with the request so the name is not required - if you send your issue to the email provided it will be addressed
    If you would like to address it to a specific person you can address it to "Carl"

    however it would just go to the cashier dept to address

    Butterflyboogie: Aiden, I have made a copy of this chat and I am now posting it in Casinomeister. I will find out through there who is the manager since you have refused to answer me here. This is not a way to do business at all. The first time I played here in 2017 I had this same thing happen to me. It was ridiculous to go through what I go through. The casino "manager" at that time even called me apologizing to me about how my withdrawal had been botched.
    After that I did not play much here and yet I gamble every single night. I thought after almost a year had passed I would try you guys again, only for the same thing to be happening, and the same answers I am getting from you now.
    I go to Casinomeister in order to see who is accredited there, because I truly believe they are screened thoroughly, however I do not know how this type of thing keeps slipping through the cracks without anyone addressing it. Therefore, I will address it there, and whomever is the representative of the casino will address the issue there.
    It also troubles me that when I ask for the casino managers name, you are refusing to give it to me, which should, in my opinion, never be an issue.
    I went back and looked and this same thing happened in November 2017 and finally two people got it straight....someone named Thomas and Helmy. I still have all of those emails, and it is pretty much the same thing that has happened this time.

    I have done what I can to assist, you have asked me about your withdrawal and i have given you the timeframes involved, further to this it would be the cashier dept who deals with this and rather than give you any incorrect information i have advised i will pass this on.
    As there is nothing further I can do at this time, this would be the casino procedure to ensure that your account is looked at and any issues addressed.
    You have asked for the manager and I have tried to explain that the casino manager is not the person who would deal with your request so addressing any such issues to this person would be redundant as it would only be delegated to the cashier team (the correct dept) to look at.
    The withdrawal will likely be approved tomorrow but again as it is not my dept i cannot say that this will be the case 100% I can only advise to the best of my knowledge, if you would like further information or assistance you can email the address i have given you or pop through when the cashier team are in the office so they can assist you directly.

    Thomas is one of the supervisors here and he would have followed the same process that i am following back in November when you had the issue, it would have been passed to a member of the cashier team to look into and be addressed.

    Butterflyboogie: I want to explain as to why I am asking the casino managers name, so that when I paste this all in casinomeister, my intentions will be clear. A manager is a person that oversees the departments. If the departments are not running as they should be then it would be the managers responsibility to address those issues with the people that are over certain offices (e.g. marketing, banking, etc). In this case, as well as it was in November 2017, someone is not doing their job/jobs. If this happened almost a year ago and has now happened once again then there is a problem.

    If you would like to address it to the cashier manager you can do, that would be Karolina.
    Yes, you explained about the payouts, and I understand you are just a person that tries to answer questions that you sincerely have no answer to, however according to this website, bitcoin payouts are suppose to be done within one business day, and that has not happened.
    I have seen Karolina address problems at Casinomeister, and from what I have seen, she does get to the root of the issue. This conversation could have ended long ago had you just given me her name.

    Well I would advise addressing it to Karolina, she would be best to assist however addressing it on Casinomeister isn't going to speed the resolution up as when i pass your information on it will go directly to her anyway - with the timeframes it would likely be approved before she has a chance to respond but i appreciate that you are unhappy so i will pass a copy of this chat over to her so that she knows about the situation and can address it

    Butterflyboogie: I will go and address this in casinomeister and await her response. In the future Aiden, I would suggest that you find out at what point of the conversation that you can give a proper name to address the issue, instead of the client having to plead for this information. The generic "they should pay it tomorrow but I can't 100% guarantee it" simply doesn't cut it with me. I am a high end gambler, therefore I except certain things from the casinos I gamble at, which includes answers that should be readily available for anyone playing here. Have a good day.

    No problem, hope you get it addressed. As mentioned i will take the actions required at this end to get this addressed.

    Butterflyboogie: I have copied and pasted this in word so that I can do as I stated I would do....however is there a link to email me this conversation for my records?

    unfortunately we dont have a facility to send the chat out however it will be in your chat history so that you have a copy for your records
    Last edited by a moderator: Jul 21, 2018
  2. Jul 17, 2018
  3. Tirilej

    Tirilej Still a Lady CAG MM

    I know it's tough waiting but I couldn't see what day you cashed out. Was it last week?
  4. Jul 17, 2018
  5. paul7388

    paul7388 Meister Member MM

    not a lot
    glasgow scotland
    Seriously :rolleyes:. Maybe it is just me but think you were the one that was out of line. Most places do not give or need to give out Managers names. And why you needed to keep mentioning Casinomeister beats me.
  6. Jul 17, 2018
  7. lockinlove

    lockinlove Staring into the sun PABaccred

    I work :D
    I dont really see anything wrong here aside from them not paying out when they say they do. You know Karolina runs it and could easily just message her no?
    butterflyboogie likes this.
  8. Jul 17, 2018
  9. The Viking

    The Viking Ueber Meister CAG MM

    Faroe Islands
    jep what i was thinking why mention Casinomeister all the time ?
    if you were going yo use CM why not start by PM the rep first before posting all this ?
  10. Jul 17, 2018
  11. pinnit2014

    pinnit2014 Meister Member MM PABinit

    Work with figures, other audit-y things
    Glasgow and Home - N Ireland
    Sometimes support really earn their money:rolleyes:
    philderby1 and ed skull murphy like this.
  12. Jul 18, 2018
  13. butterflyboogie

    butterflyboogie Senior Member MM

    Making Money
    Casino Oblivion
    The reason I mentioned CM is because this is where I got the information to play here. I did not know Karolina was the person to pm here, which I have now done. Let me explain something, this was not a smooth conversation as it appears from the paste....there was a significant time lapse...in other words, like pulling hens teeth to get an answer.

    My thing...if your website says you pay withdrawals with bitcoin within one business day, then do it. If you can't then change it on the website. It really is quite simple.

    As far as the comment that support earn their money, well I spend 10k a month on gambling, so I help pay whomevers pay.
  14. Jul 18, 2018
  15. Karolina-CasinoMax

    Karolina-CasinoMax Accredited Casino Representative

    Casino Manager
    Hi butterflyboogie,

    Thank you for the heads up.

    I'm really sorry your pay out wasn't processed earlier. Usually Bitcoin is processed within 1 business day however you are waiting now no more than standard pay out time of 48h. I can confirm that the pay out was approved and funds should clear to your wallet in next 1-2h.

    Kind Regards,
  16. Jul 18, 2018
  17. butterflyboogie

    butterflyboogie Senior Member MM

    Making Money
    Casino Oblivion

    I appreciate your private message to me earlier and look forward to seeing the withdrawal in my wallet. If there are any questions in the future, I will know to contact you privately. Thank you again.

    Kind Regards,

    Karolina-CasinoMax likes this.

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