Casino Complaint Club Usa

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
I have been playing at club usa casino for about a year. Never made a withdrawal. Finally I attempted to make a withdrawal last month for $1500. It seems I used a credit card that is in both my husband and my name and was required to jump thru hoops to get my money. The hoops were impossible to jump thru. They kept telling me the card was my husbands and that he had to verbally confirm to them before I got a payout. The problem is that my husband had a stroke last year and cant speak well enough to understand him. I let it go and chaulked it up to money I will never get. I had since contacted Chase to get a card in just my name (the same card and number as the card I used). I received the card in the mail, and sent a photo of it to support at club world. Guess what...not good enough. So the card in question has been proved to be MY CARD as well as his and they still require my husband to call them and say Yes, my wife had permission to use her card. He cant speak..so I guess club world gets away with it. BTW last month when I first tried to get this money I also sent document after document that wasnt enough..now I have the card with my name on it and it still isnt enough
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
I have been playing at club usa casino for about a year. Never made a withdrawal. Finally I attempted to make a withdrawal last month for $1500. It seems I used a credit card that is in both my husband and my name and was required to jump thru hoops to get my money. The hoops were impossible to jump thru. They kept telling me the card was my husbands and that he had to verbally confirm to them before I got a payout. The problem is that my husband had a stroke last year and cant speak well enough to understand him. I let it go and chaulked it up to money I will never get. I had since contacted Chase to get a card in just my name (the same card and number as the card I used). I received the card in the mail, and sent a photo of it to support at club world. Guess what...not good enough. So the card in question has been proved to be MY CARD as well as his and they still require my husband to call them and say Yes, my wife had permission to use her card. He cant speak..so I guess club world gets away with it. BTW last month when I first tried to get this money I also sent document after document that wasnt enough..now I have the card with my name on it and it still isnt enough

I just can't understand this since it's a joint credit card account. My wife and myself have lots of cards where we each have a card. If it's the same account number and your name is on it I don't see the problem. If this was a bad transaction, they would have let this go through, as long as you lost?
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
takethemoney:My wife and myself have lots of cards where we each have a card. If it's the same account number and your name is on it I don't see the problem
Same here. One thing though, some cards that are in both of our names have "different" account numbers and some are the same account numbers. Could this be the problem?

.
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
Same account number.....same CSV number

If you sent them a scan copy of both the front and back of the card, then it would seem they are just groping for a reason not to pay. I would be interested in hearing the casino's side of the story.
 

Tengil

Senior Member
Joined
May 4, 2006
Location
Finland
Shouldnt there have been a problem when you deposited already if the card wasnt issued in your name?
Merchants see (at least "normal") to who the card is issued when purchases are made.
 
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lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
The card in question is in both names. When I sent them a copy of the card the only card I had was the one with my husbands name on it (mine had been lost and never replaced it) along with a doc from chase stating that I am an authorized user, along with a signed statement from my husband copies of both DL's..you name it. I was waiting for the card from chase with my name on it to send to the casino. The thing is, is that the card in question was used maybe twice and had not been used for at least 4 months prior to this withdrawal, not to mention I had every right to use the card and the casino has more than enough proof and I have met all the qualifications. The fact that they need him to call them is outragious.
 

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
If you sent them a scan copy of both the front and back of the card, then it would seem they are just groping for a reason not to pay. I would be interested in hearing the casino's side of the story.

Sent both sides of card with MY Name on it. They still say its "the policy of the casino to have verbal confirmation" Thats a bunch of crap
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
Have you contacted the Rep here? Tom is very good at handling problems but it may take him 24 hrs. to reply.
 

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
If you sent them a scan copy of both the front and back of the card, then it would seem they are just groping for a reason not to pay. I would be interested in hearing the casino's side of the story.

The only story I am getting is that it is the "policy of the casino to have verbal confirmation" I never heard that one before. I would love for one of the reps to get on here and tell me why I am not getting my money. Hell..I have probably spent $5000 and asked for $1500. Its not even that much any more since I have played some of it down while waiting for my card from chase.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The only story I am getting is that it is the "policy of the casino to have verbal confirmation" I never heard that one before. I would love for one of the reps to get on here and tell me why I am not getting my money. Hell..I have probably spent $5000 and asked for $1500. Its not even that much any more since I have played some of it down while waiting for my card from chase.

This is normally the case, but is clearly IMPOSSIBLE to comply with in this case because of the medical state of your husband now. This ALSO has serious implications for DISABLED players who can use a PC, but CANNOT use a telephone because they are either deaf, dumb, or both.

The official letter from the card issuer confirming that this is a joint account, and that you do NOT need the permission of your husband to spend on the account should be enough to verify that you have FULL authority to use the card for any purpose.

Club World have the rep, and since this is an accredited casino, you can also use the PAB process. None of this should be necessary though, since the casino are being "bloody minded" about this as though NO-ONE ever has joint accounts, and that you MUST have used a card ONLY your husband should be using, so are basing their demands on this erroneous assumption.

Normally, it would be no problem for a player in this situation getting the other account holder to give verbal confirmation on the phone, so are probably assuming your are LYING when you raise the objection that your husband cannot carry out this simple step because he has had a stroke.

TWO further documents should give the casino absolutely no more reason for stalling.

One would be the replacement card showing your name, back & front, to support your claim, and the letter from the card issuer, that you have every right to use this account without reference to your husband.

The second is proof that you are NOT lying about your husband having had a stroke, and no longer being able to communicate over the phone. This could be anything from a doctor or hospital that confirms your husband did indeed have a stroke. It would be better still if this contained some information about the state your husband is in now, so that it is clear that he would not be able to speak directly over the phone with anybody.

You could also be "bloody minded" yourself by taking the call, passing the phone to your husband (or holding it to his ear), and let the casino hear for themselves that your husband cannot manage on the phone. You could also take a video of the event, where the audio from the phone can show that the video really is of your husband attempting to take the call.
The above step is not all that different to the "send a photo of yourself holding your ID" request that has become much more common of late.

In your case, you need to PROVE to the casino that your husband is in no condition to comply, rather than that he simply does not know you used his card, with you simply making up excuses in order to prevent the casino from finding this out.

For other players in a similar situation, do NOT "cut corners" like the OP when using a joint account to deposit. REPLACE that lost card, even if it is not necessary in order to use it online. When asked, send an image of YOUR card on the joint account, not one of the card issued to the other account holder. Do this, even if it means waiting for a replacement card to arrive.

One reason the transaction went through could be that there is nothing wrong with you using that account, so even if a check was run in YOUR name with the issuing bank, there would be no reason for the bank to reject the transaction. The WOULD reject it if they knew it was a casino deposit though.
 

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
I have really had enough with the whole thing. I WILL NOT get into any more medical or financial discussion with this casino. I should not have to prove anything as far as my husbands condition goes since my husband should not even be involved with the matter. I certainly will not embarrass him with any kind of video or even an attempt to talk on the phone. The whole thing is absurd and I dont want the money that bad. Its the principal of the matter. I have spent several thousands of dollars there..never abused any bonuses..and 99% of my deposits were thru neteller. I used this card once or twice and months before the withdrawal request. I stopped using it because they no longer allowed online gambling deposits with it..as it is with all my other cards. I have sent very private documents to them already and when I got the replacement card today,with my name on it, I sent them a copy of it. That is all I am going to do. They lost a very good customer and will not see another dime from me. There are other casinos out there who will be happy to have me as a player.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I have really had enough with the whole thing. I WILL NOT get into any more medical or financial discussion with this casino. I should not have to prove anything as far as my husbands condition goes since my husband should not even be involved with the matter. I certainly will not embarrass him with any kind of video or even an attempt to talk on the phone. The whole thing is absurd and I dont want the money that bad. Its the principal of the matter. I have spent several thousands of dollars there..never abused any bonuses..and 99% of my deposits were thru neteller. I used this card once or twice and months before the withdrawal request. I stopped using it because they no longer allowed online gambling deposits with it..as it is with all my other cards. I have sent very private documents to them already and when I got the replacement card today,with my name on it, I sent them a copy of it. That is all I am going to do. They lost a very good customer and will not see another dime from me. There are other casinos out there who will be happy to have me as a player.


Well, if you are prepared to walk away from $1500 that easily, they HAVE lost a "good customer", but THEY see it a far GREATER risk for them for this card to have been used without permission. The risk for them is that at a later date your husband will dispute the transactions, and the card company will issue a "chargeback" on them. They don't want this to happen AFTER they have paid out the $1500, which CANNOT be refunded to the card, which as far as the card company is concerned leaves the "chargeback" option open, even though the money has been returned through different means.

If your husband DOES charge back, this could affect your rating with OTHER casinos you play at. If you are going to just "walk away", do so completely.

You could always PAB though, because it seems you were in a position where the casino was NEVER going to pay out on ANY win you had after using this card, therefore ALL bets after this point should be void, and deposits returned. The casino should have done the checks THEN, not allowed you to carry on depositing and losing whilst in this "no win" situation.

On principle, you will probably never play there again whatever happens, but you could at least get some money back.

Many are going to think you give in too easily over $1500. It is possible though, even though you don't say, that it is not just about your husband's condition, but that your husband has no idea about you gambling online, something he is going to find out for the first time if he has to confirm you were authorised to make these transactions. Keeping your hobby private from your husband could easily be worth $1500 to you, and to many others.
 

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
Well, if you are prepared to walk away from $1500 that easily, they HAVE lost a "good customer", but THEY see it a far GREATER risk for them for this card to have been used without permission. The risk for them is that at a later date your husband will dispute the transactions, and the card company will issue a "chargeback" on them. They don't want this to happen AFTER they have paid out the $1500, which CANNOT be refunded to the card, which as far as the card company is concerned leaves the "chargeback" option open, even though the money has been returned through different means.

If your husband DOES charge back, this could affect your rating with OTHER casinos you play at. If you are going to just "walk away", do so completely.

You could always PAB though, because it seems you were in a position where the casino was NEVER going to pay out on ANY win you had after using this card, therefore ALL bets after this point should be void, and deposits returned. The casino should have done the checks THEN, not allowed you to carry on depositing and losing whilst in this "no win" situation.

On principle, you will probably never play there again whatever happens, but you could at least get some money back.

Many are going to think you give in too easily over $1500. It is possible though, even though you don't say, that it is not just about your husband's condition, but that your husband has no idea about you gambling online, something he is going to find out for the first time if he has to confirm you were authorised to make these transactions. Keeping your hobby private from your husband could easily be worth $1500 to you, and to many others.

Well, for one thing its not even $1500 any more. I have been playing while waiting on the card with my name on it so its down to about $600. The card (as I stated) was used 4 months prior to the withdrawal 2 times for a grand total of about 40 bucks. As I stated, I stopped using it because they no longer allowed online gambling deposits as it is with all my other cards. I was using ewallet.
So if I was playing behind his back as you insinuate and he tried to charge back theres nothing there to get excited about. My husband knows I play..he wants me to get any money I can. As far as a chargeback...even if he wanted to he couldnt...THE CARD IS IN MY NAME AS WELL AS HIS.
Your absolutely right about one thing...if they want to claim I used this card illegally then they should refund all my deposits after the use of the card...which would be more than $1500.
Like I said..I will not allow them to invade my privacy any longer..or my husbands. They have every bit of proof required to show that the card was mine to use .If it doesnt get resolved then I will be sure to tell anyone who will listen about how crappy I was treated and how I was basically called a liar by CLUB WORLD CASINOS
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Well, for one thing its not even $1500 any more. I have been playing while waiting on the card with my name on it so its down to about $600. The card (as I stated) was used 4 months prior to the withdrawal 2 times for a grand total of about 40 bucks. As I stated, I stopped using it because they no longer allowed online gambling deposits as it is with all my other cards. I was using ewallet.
So if I was playing behind his back as you insinuate and he tried to charge back theres nothing there to get excited about. My husband knows I play..he wants me to get any money I can. As far as a chargeback...even if he wanted to he couldnt...THE CARD IS IN MY NAME AS WELL AS HIS.
Your absolutely right about one thing...if they want to claim I used this card illegally then they should refund all my deposits after the use of the card...which would be more than $1500.
Like I said..I will not allow them to invade my privacy any longer..or my husbands. They have every bit of proof required to show that the card was mine to use .If it doesnt get resolved then I will be sure to tell anyone who will listen about how crappy I was treated and how I was basically called a liar by CLUB WORLD CASINOS

Why not PAB then? Having Max rule in your favour, even partially, will be far more NEGATIVE for Club World than anything you can achieve by ranting on this, or any other, forum. You have to dispel the impression that YOU are the one being unreasonable, and that Club World are acting REASONABLY in REQUIRING verbal communication with your husband, despite them having been told he cannot engage in communication over the phone.

Without this, it will be easy to dismiss your story as the rantings of a disatisfied player, or one that knew they were in the wrong, but were trying to "blackmail" the casino into paying up.

DON'T give them the satisfaction of losing back the remaining $600. Zero out, and this problem simply "goes away". Whilst there remains money in your account that they refuse to pay, there is a problem awaiting resolution. If they are not going to pay, they will have to formally confiscate your money, ALL of it, even the deposit that lead to this win. That will NOT go down well with the forum members, and they will be asked to justify their actions, since Club World are known for "never" actually confiscating a win, but rather for paying up and THEN banning a player from further bonuses, or even altogether.

This is ONLY $40!!! so WHY are Club World going to such EXTREME measures as asking a man who has suffered a stroke to embarrass himself by trying to hold what will inevitably be an incomprehensible verbal exchange with a casino rep, that surely will NOT serve their purpose of getting the verbal confirmation they desire.
 

lindaj

Dormant account
Joined
Jan 31, 2008
Location
pennsylvania
Why not PAB then? Having Max rule in your favour, even partially, will be far more NEGATIVE for Club World than anything you can achieve by ranting on this, or any other, forum. You have to dispel the impression that YOU are the one being unreasonable, and that Club World are acting REASONABLY in REQUIRING verbal communication with your husband, despite them having been told he cannot engage in communication over the phone.

Without this, it will be easy to dismiss your story as the rantings of a disatisfied player, or one that knew they were in the wrong, but were trying to "blackmail" the casino into paying up.

DON'T give them the satisfaction of losing back the remaining $600. Zero out, and this problem simply "goes away". Whilst there remains money in your account that they refuse to pay, there is a problem awaiting resolution. If they are not going to pay, they will have to formally confiscate your money, ALL of it, even the deposit that lead to this win. That will NOT go down well with the forum members, and they will be asked to justify their actions, since Club World are known for "never" actually confiscating a win, but rather for paying up and THEN banning a player from further bonuses, or even altogether.

This is ONLY $40!!! so WHY are Club World going to such EXTREME measures as asking a man who has suffered a stroke to embarrass himself by trying to hold what will inevitably be an incomprehensible verbal exchange with a casino rep, that surely will NOT serve their purpose of getting the verbal confirmation they desire.

The Rep Tom is looking into it for me. I will know something tomorrow I guess. Hopefully it will be resolved one way or the other.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
This seems to be a common tactic for CWC as of late. They want to make people jump through hoops such as your situation as well as saying they need docs to verify your account even though you're verified at another casino, etc. in order to get your withdrawal, just so you'll continue playing and of course give a good portion of your winnings back to them.


They'll even go as far as as not flushing a withdrawal when asked (even Tom,) as well as the "cashier" team stalling to "verify your account" :rolleyes: even though, as I mentioned above, it's already verified within the same group of casinos, etc.

Go figure.
 

NASHVEGAS

Banned User - flamming, disrespecting admin,
Joined
Dec 10, 2006
Location
MERS
I have really had enough with the whole thing. I WILL NOT get into any more medical or financial discussion with this casino. I should not have to prove anything as far as my husbands condition goes since my husband should not even be involved with the matter. I certainly will not embarrass him with any kind of video or even an attempt to talk on the phone. The whole thing is absurd and I dont want the money that bad. Its the principal of the matter. I have spent several thousands of dollars there..never abused any bonuses.and 99% of my deposits were thru neteller.I used this card once or twice and months before the withdrawal request. I stopped using it because they no longer allowed online gambling deposits with it..as it is with all my other cards. I have sent very private documents to them already and when I got the replacement card today,with my name on it, I sent them a copy of it. That is all I am going to do. They lost a very good customer and will not see another dime from me. There are other casinos out there who will be happy to have me as a player.
So you reside in Penn. and 99% of your deposits were thru Neteller. Welcome to the United States of America:rolleyes:
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I say Pitch a Bitch, totally. This is ridiculous, I'm sorry, but it is. Complete turn-off.

So true.

This is the difference between online and offline gambling. Sure, it's a casino and they have a business to run, but where's the compassion? The guy had a stroke and is lucky to be alive!!!! If you're a regular at an offline casino and something like this happened to your loved one, of course the floor people that you see all the time would be concerned, and at the very least, show some emotion and support. If they want you to come back and keep spending money at that casino, they know damn well not to turn a cold shoulder to you at any point and time.


The bottom line is this: The OP has proven without a shadow of a doubt that she is, and was, authorized to use that card at the time of the affected deposit. Pay the woman!! She's already given $900 back already!

In either case, I'm sure you've lost a player due to this fiasco. Maybe not the OP (if things are made right,) but I'm sure this thread will open the eyes of others.
 
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funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
Well, I had to jump thru alot of hoops as well when I first had to verify my account at this group. Even Tom said that they do tend to abide by very strict guidelines.

Since the casino is obviously giving you the runaround....I would think it would have been easier to just get a friend or relative to get on the phone and tell them what they want to hear (I realise this isn't the most ethical thing to do, but if they are witholding your funds....)

This is assuming your story is legit.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Well, I had to jump thru alot of hoops as well when I first had to verify my account at this group. Even Tom said that they do tend to abide by very strict guidelines.

Since the casino is obviously giving you the runaround....I would think it would have been easier to just get a friend or relative to get on the phone and tell them what they want to hear (I realise this isn't the most ethical thing to do, but if they are witholding your funds....)

This is assuming your story is legit.

The OP isn't a new player, so it's not an issue of jumping through hoops for that reason. They've stated that they have made deposits via that particular card and have also made at least one withdrawal in the past from that casino.
 

all4greed

Now we can do business.
Joined
Jul 18, 2004
Location
Pacific NW
Sounds like a pretty lame casino excuse. You could get any man to be the voice of your husband. How would they know?:confused:
 
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