Club on the park problem

[Daffe]

Hi all!
This is my first post here on Casinomeister. I have a non payment issue with Club on the park which I hope can be solved easier with a post in this forum.

I registred a account with Club on the park in december 2006. In the beginning of january I asked for a withdrawal for the first time. Nothing happened. I asked the support why nothing happened and did not recieve any answer. Later I found out that my hotmail automaticly rejected all emalis of Club on the park support. Therefore I changed my registred email to another one that not reject their mails. Again I asked them why they had not performed my withdraw. Janurary 17 I recieved this letter:

Hello XXX,

This is Gerwyn, the Customer Service Manager at Club on the Park.

I was made aware of the fact that you have some concerns regarding your
withdrawal and also with your e-mails not being addressed.

With regards to your withdrawal – please note that a utility bill showing
your account registered address will suffice in order to complete the
processing of your withdrawal. Once you have sent this to us I will personally
contact the Finance Team and have your withdrawal sent to you.

In order to ensure that you are receiving all our e-mails – please adjust
your junk mail folder and put support@clubonthepark.com on your ‘safe
list’. We here at the Customer Service Department respond to all e-mail
received from our customers and XXX you are no different.

With this being said, if you have sent us an e-mail and have not received a
response, do not hesitate to call us - we are here 24 hours a day 7 days a
week to assist you with any queries you may have.


Sincerely

Gerwyn Smith
Customer Service Manager

The next day I sent them the required documents and shortly after that I recieved this mail:

Hi,

Docs were saved.Please assist!


Thanks!


Best Regards
Anne

Of course nothing happened this time either so I sent them this:

Hi.
I sent in my docs 4 days ago. Isn't my withdrawal being proceeded soon? [...] What is taking so long time?

No reply and NO payment. I decided to wait a few more days and today, january 28, they sent me this:

Dear XXX,

Thanks for playing with us.

In order to complete processing a player's withdrawal request, we sometimes request faxes of the player's credit cards and identification. For the purpose of processing withdrawals, this is a one-time security procedure.

If after 10 days, we have not received legible faxes, our policy is to refund the original deposit method where possible. Any excess is returned to the player's account balance.

To date, we have not received the necessary faxes from you. We have returned the amount possible via your deposit method and the excess has been credited to your account balance.

You may play the funds in your account or make another withdrawal request. However, please be advised that we will once again require faxes to complete processing the withdrawal request.

We apologise for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Club on the Park.

Please do not hesitate to contact us if you have any questions or concerns.

Email: support@clubonthepark.com
Phone: 0800 389 2768
Fax: 0808 234 1298

Kind Regards,
Casino Manager
Head of Online Operations,

Club on the Park

I think this is pretty ridicolous and would it matter if I send them a reply? They have not replied earlier so I doubt they will do it this time. I will contact thier representant here on casinomeister and ask him to read this post.

And i have not called them. I will not do that because I only have a cellphone which means the cost of the call will probably cost more than my original deposit. I also have very bad experience with calling CS.

 

[vinylweatherman]

Coldmail

Perhaps Club on the Park have "hotmail" and customers E-mails are being rejected. Makes their original excuse about hotmail being the problem at the player's end a bit shaky now that E-mails ARE arriving, but certainly not within 24 hours, and not with the person sending them seeming to have the slightest idea about the issues involved. This is nothing more than bad CS. Perhaps the rep can enlighten us as to why this player has had this avalanche of bad experiences. This is the SECOND visible thread for this outfit, and the quicker this CS problem is turned around, the quicker these threads will move out of immediate view.

 

[Tagdog]

is it ritz's policy to ask for ID now? Ever since hotmail customers had problems with emails they've been insisting on ID from hotmail customers it seems from reading forums and my experience. Coincidence or good stalling tactic ?

 

[vinylweatherman]

ID

is it ritz's policy to ask for ID now? Ever since hotmail customers had problems with emails they've been insisting on ID from hotmail customers it seems from reading forums and my experience. Coincidence or good stalling tactic ?

Asking for ID is common, and should be expected, however, the complaint is as much about unanswered E-mails, and then when an answer comes it having nothing to do with the issue at hand, and just makes a standard request for ID all over again. The fact that the standard request arrives, but a reply to other E-mails does not, shows it has all to do with CS not having replied, rather than E-Mails being blocked.
They at least go further than some by returning the deposit part of the withdrawal before ID is sorted out.
Communication is fundamental, and is the one thing that needs to be 99% or above, nothing else really counts for anything if communication is poor.

 

[Casinomeister]

Unfortunately the rep is out of town at the moment. Please keep me updated on this - I have another point of contact if it's necessary.

 

[Daffe]

Yes I would do anything to solve this ASAP.

 

[Casinomeister]

Yes I would do anything to solve this ASAP.

Then please PAB - they are awaiting your account details.

 

[Daffe]

Then please PAB - they are awaiting your account details.

Not necesery. This problem has now been solved to my satisfaction even though I don't really know how. Anyway thank you Casinomeister. I also must Thank Club on the park which solved this in a polite and generous manner.

 

[Casinomeister]

Not necesery. This problem has now been solved to my satisfaction even though I don't really know how. Anyway thank you Casinomeister. I also must Thank Club on the park which solved this in a polite and generous manner.

I waved my magic wand

 

[spearmaster]

I waved my magic wand

I presume you meant your mojo stick...

 

[thenmh]

I made a withdrawal at this casino and received the usual confirmation e-mail:

Thank you for playing with us.

We have received your withdrawal request for a total amount of X , together with your preferred payment method of money Click2Pay.

Your transaction request code is: XXXXX.

Withdrawal requests are processed 2 working days following the request date, as per our Withdrawal Policy, unless stated otherwise according to your VIP level. Your withdrawal request will be displayed by the Cashier in the "Pending Withdrawals" section until it is processed.

BUT a few hours later received this second email:

Thank you for playing with us.

We have received your withdrawal request. If you deposited via Firepay or Click2pay your account was credited immediately, however, there is a pending period before the funds are credited to our accounts. The length of the clearance/pending period is dependent on your deposit method as listed below.

Click2pay 6 days to clear
Firepay 6 days to clear

We must wait for the relevant pending period for your deposits to clear before we process your withdrawal. Clearance is needed only on deposits made before and on the date of your request.

It seems odd to me that they require 6 days for my Click2Pay deposit to clear since the money is transfered instantly to their merchant account . Has anyone else been in the same case ?

 

[mafaldina]

No bonus, no reply

In Febr I made 100 deposit, got a message about the monthly bonus. Wagered much more than the mininum on a qualifying game, but did not get the bonus. Wrote to the support, but did not get any reply. I sent min 20 letters to the support in the last week, but did not receive a single reply from them. What kind of casino is this?

 

[mafaldina]

Got the bonus

I wrote a private message to the manager and he solved the matter very quickly. I hope the support will be better in the future.

 

[Casinomeister]

Just FYI - the Casino Rep is here:
https://www.casinomeister.com/forums/members/

If anyone has an issue, please don't hesitate to contact him - thanks!

 

[tamasbela]

Pending bonus

I made a deposit few days ago and I got a message I have to wager 4000
and I'll get a bonus. I also got emails about the deposit and the bonus.
I was playing for 2 days when i got an email i am no longer eligible
for the monthly bonus. When I completed the wagering requirements for
the bonus did not get any bonus. I wrote emails to the support, but
nobody replied.

I have the email when you wrote i am eligible for the bonus, and i also have a
screen-shot with the casino message. In the 2 days i lost 175 in a
game where the house advante is 0.39% it is very strange, but to
cancel the bonus which you promised already and i started to play is
not acceptable.

 

[happygobrokey]

i just started playing there this month, are they going to ask me for id? i have requested withdrawal for 200 gbp (after depositing 160 in order to clear it), to the same moneybookers account i used to deposit.... hold the phone, i just checked my mb account and it's in there already in <48 hours. i will almost certainly be playing there in about another week's time, they have made their bonus per calendar month, rather than the wonky one claim per thirty actual days, right?

i'm sorry you lot are having issues with them*, my experience was first class, a quick in and out, paid out fast, and i would fully endorse them had i not seen this thread. and wagering 4000 on a playtech game is much nicer than the same on crypto, which they used to run under their old incarnation ritz club. maybe the banned player on this thread opened a new account at CotP but previously also held one at RC, instead of using the old or revised details from the RC account?

i hope it all gets sorted, i don't want to see this place deteriorate so soon after changing hands. it's now owned by a name brand uk-based group though innit? shouldn't be any shenanigans, they're safe i reckon. feel free to place a john major, their games and terms are hairy muff and your bugs bunny is secure in their jazz bands. find a brit and have him translate if that last bit slipped by you. good luck at the tables! now for the appendix to that little star up there.


* seems a lot of conflict is arising with america and the funding/withdrawal options, all i can say is JOHN KERRY '04, shoulda voted democrats!

i think the uprising of shafted gamblers will tip the scales in the dems' favour next election. well, the last two elections were a coin flip, AK versus JJ. 2000 was a legitimate win for bush in that he was a household name, but given what he did in office, in the '04 election bush laid a bad beat on kerry.

who's laying odds bush is miraculously re-elected in 2008? god will instruct him his work isn't done, and he will sneak in some clause to a bill whereby in times of war/strife (or when commanded by the great almighty) a president can delay an election or run a third time. i really think bush is not the type to cut and run...lmfao

 

[tamasbela]

Pending bonus

The support solved the problem. I wagered abuot 4200Ł. It is interesting, becauise i received a letter, i still need to wager 77 GPB more.
Thank You

 

[kaszino]

no payment, no reply

Hi,

I had 3 withdrawals in May

2007-05-13 07:45:20 Withdraw 2,000.00 Approved
2007-05-08 03:06:46 Withdraw 20.00 Approved
2007-05-08 03:06:46 Withdraw 1,711.97 Approved



I did not receive the 2,000.00 withdrawal.
I got the other 2 ones, but after long time, I had to wait for 3 weeks.
But the 2,000.00 has still not arrived. I requested it almost a month ago.


Please advice me, what can I do?

 

[cyprean]

Hi,

I had 3 withdrawals in May

2007-05-13 07:45:20 Withdraw 2,000.00 Approved
2007-05-08 03:06:46 Withdraw 20.00 Approved
2007-05-08 03:06:46 Withdraw 1,711.97 Approved



I did not receive the 2,000.00 withdrawal.
I got the other 2 ones, but after long time, I had to wait for 3 weeks.
But the 2,000.00 has still not arrived. I requested it almost a month ago.


Please advice me, what can I do?

Kaszino you just double posted here and https://www.casinomeister.com/forums/threads/club-on-the-park-laughable.16220/

So please keep this in one thread.

Tell me have you contacted the casino yet and what did they say?

 

[kaszino]

Got reply

Ok, I'll continue here.
I got a reply from them, they are investigating, what's the matter. I give them few days, if I do not get a proper answer, then I write other email and try the phone.

 

[Dirk Diggler]

I've also been waiting on a large withdrawal now for ages from these.

They supposedly processed it to my Visa card on the 17th of May, but still no sign of it. They claim it can take upto 14 business days (which is nonsense, it takes a maximum of 3 with the UK banking system) but they're well outside of that now.

 

[kaszino]

Paid

Today I got the 2000 GBP.

 

[vinylweatherman]

I've also been waiting on a large withdrawal now for ages from these.

They supposedly processed it to my Visa card on the 17th of May, but still no sign of it. They claim it can take upto 14 business days (which is nonsense, it takes a maximum of 3 with the UK banking system) but they're well outside of that now.

You have been misinformed then, even the worst bank would be showing the credit by now. It's possible they have processed it back to another method despite telling you it's on the card.
The best suggestion seems to be the rep, but there is a wider issue of incompetence that needs to be looked into as well as this individual case. There should be NO processing issues for UK players, it should be smooth & fast. Card refunds should only take the same length of time to appear as a cheque does to clear, around 3-4 days. Further delay is likely to be at the casino processor end, not your bank.

 

[Dirk Diggler]

They've now emailed me to tell me I've not being paid due to a 'technical error' . This is despite being assured on the 1st that I had been paid.

It's amazing how they think they can treat players like this and keep them when pretty much every other UK based casino pays out within a couple of days maximum (most same day).

 

[vinylweatherman]

They've now emailed me to tell me I've not being paid due to a 'technical error' . This is despite being assured on the 1st that I had been paid.

It's amazing how they think they can treat players like this and keep them when pretty much every other UK based casino pays out within a couple of days maximum (most same day).

It's worse than that, the "technical error" would have occurred mid May, and it seems no-one bothered to check your claim, but rather tried to fob you off with the pretence that it was just "delays in the system".

Maybe other players being fobbed off with excuses have fallen victim to this same error, and it is not being properly investigated when they ask where their withdrawal is.