Non-Bonus Complaint Club World Casino Processor Problem

Diane

Ueber Meister
Joined
Dec 20, 2009
Location
WI
[pab-in-progress]All,
Not totally sure of protocol here but I have exhausted all other options.Club World Support and Tom, the Casino Manager have not responded to my emails in almost a week.

From prior online newsgroups/forums my understanding is that it is bad form to post individual emails such as mine between me and CWC staff. So I haven't posted those here @ this time ----- but I have the entire email thread on this whole very disappointing problem since it began 6/19 through my last email to CWC yesterday. Since the site hasn't fixed the problem, does that mean I can now post the emails to show that my timelines, their responses, and facts are accurate?

on Saturday June 19th, I attempted a deposit using a bank debit card that I have used many times successfully in the past. I got an error message saying that amount was "pre-authorized" and to contact Customer Service to complete. I did that and was told that the transaction did not go through and that my card would not be charged. However, later that same day I checked my bank account and the transaction DID get charged against my account.

Same day (6/19) I immediately contacted support and was told that "Cashier will take care of it on Monday 6/21, but that I needed to provide a copy of the transactional charge against my account. I supplied that as requested and then didn't hear anything on Monday. Tuesday I contacted CWC to request that my account be credited. I was told by Karolina (Supervisor in CS) and Ivet in Cashier department that there "was a problem with one of their processors that affected about 50 customers". Mine was one of the problems. However, it was going to be resolved yet that day or the next. A few more days went by and my bank account still hadn't been credited for the error.

I was then told it would be fixed for sure by the end of the week and to "keep checking my account". 6/25 still no money in my account and poor follow up on the part of CWC. I then get an email from "Tom" the Casino Manager saying that they did have a problem, apologizing profusely and then telling me that the money would be in my account no later than Wednesday 6/30. I don't like having to wait 11 days, but I wait.

It is now 7/9 and I still have not received a credit back to my debit card for the processor error. My last response from Tom the Casino Manager (who obviously posts here...) was last week and that it was "not good and he would be contacting the processor and would follow up with me".

My last email to Tom asked him to confirm that he had exhausted all the resources within CWC to fix this for me and once I knew that for sure, then my last option was to challenge the erroneous charge at my bank.

I have not heard back from Tom regarding my problem for the past one week. Yesterday I sent another email to him and support @ Club World explaining that if I didn't hear from them one way or the other, I would have to go to my bank and make my concerns public.

I had told Tom that I played at CWC sites due to their great reputation @ Casinomeister and that I knew he posted here.......but that I hoped we could resolve it privately. I was given some free play by CWC for my inconvenience, but I was told that besides the free play I would also have my bank account refunded by their processor and that I would be repaid 100%.

My bank has never been credited back ----- I don't know what else to do. Tom has not responded to me at all this week, so many he will jump into this thread and let me know what is going on.

I tried very hard to resolve this on my own, but have struck out. So now I am sharing it with all of you. If anyone has any suggestions, please advise.

This "pre-authorization" and rejection of a credit card has happened several times as the funding of accounts is getting tougher to do. But never did I have a fraudulent charge against my bank account when a deposit failed. This has freaked me out. Site says charge didn't go through but then it does get deducted from my account at bank.

Help! I never had a problem with CWC sites before and now I have a very bad one that I can't fix and they won't answer my emails. It was a $300 charge against my bank account --- not a huge amount, but big nevertheless.

Diane[/pab-in-progress]
 
Last edited by a moderator:

RedAndi

Winter is Coming
Joined
May 1, 2009
Location
US
*SIGH*
To add to your misery if you do the chargeback your bank will probably keep an eye on future transactions of "that type" and you will probably have issues with other deposits now. Is it EVER going to end for the US player?
 

jelsmith

Zombicidal Maniac
PABnononaccred
Joined
Sep 16, 2008
Location
nashville tn
Just chargeback via your bank.

You are clearly entitled to under the card scheme rules. Don't put up with this rubbish.

I wouldnt unless you plan on never ever dep there or anywhere else again. I understand your frustration but a chargeback is gonna put a big ol' black mark on your online gambling record.
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
I have to agree with Anniemac and Jelsmith. A chargeback could effectively end your gambling online completely, or could jump up and bite you in the ass at a later date. A chargeback should always be the very last resort, once every other option available has failed. I would indeed use the PAB service on offer here. Make sure to read the rules associated with PAB. You have been more than patient IMO, and deserve resolution. Best of luck.
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
If you so much as uttered the word "chargeback" you could have gotten the casino to cease all contact with you and this could be the reason Tom has not responded to you. It will be interesting if he replies and what he says. Not that I don't believe your story is credible but there are always two sides. It's too early to rush to judgement until everyone involved has weighed in. I'm curious if you can log in to the casino still? One sign might be that they have locked your account.

I will say that if what you say happened is 100% the truth, I feel the burden lies upon the casino to make it right, especially since you used their software cashier to submit the transaction.
 

Diane

Ueber Meister
Joined
Dec 20, 2009
Location
WI
CWC Processing Error 6/19

I appreciate everyone's advice. As a relatively new, inexperienced member of this forum I didn't think of the PAB route first. So right away I violated the "don't make it public" rule, but hopefully my PAB will still be processed.

Everything I posted is 100% true. No embellishment or fabrication. I take these things too seriously to push it. I don't go running off at the mouth when something goes wrong. I try and fix it by following the rules and using the site support people first. When they stopped responding to my emails, I did not know where else to go but to this group for advice and I appreciate all the comments received thus far. Well, except the last one about wondering if what I said was truly accurate, that stung a bit.

I did all I could within the CWC system. Probably a dozen email exchanges including 3-4 with the Casino Manager. Tom, the manager told me he preferred I didn't go challenging the charge at the bank, but he also told me that he "would understand if I went that route".

I kept all the emails between me and CWC on this topic and feel those will be very useful for PAB. I can't imagine that CWC would deny what happened since I have all the documentation.

Diane
 

Diane

Ueber Meister
Joined
Dec 20, 2009
Location
WI
If you so much as uttered the word "chargeback" you could have gotten the casino to cease all contact with you and this could be the reason Tom has not responded to you. It will be interesting if he replies and what he says. Not that I don't believe your story is credible but there are always two sides. It's too early to rush to judgement until everyone involved has weighed in. I'm curious if you can log in to the casino still? One sign might be that they have locked your account.

I will say that if what you say happened is 100% the truth, I feel the burden lies upon the casino to make it right, especially since you used their software cashier to submit the transaction.
___________________________________________________
I forgot to mention that I can still log in and play AND have continued to receive my daily VIP bonus from Club World Casino. I have continued to play there, but I want this resolved in the manner they said they would.

Diane
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I'd even suggest asking max, simmo or bryan to edit your post (if you can't) and delete everything. A mulligan, per say :)
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
I appreciate everyone's advice. As a relatively new, inexperienced member of this forum I didn't think of the PAB route first. So right away I violated the "don't make it public" rule, but hopefully my PAB will still be processed.

Everything I posted is 100% true. No embellishment or fabrication. I take these things too seriously to push it. I don't go running off at the mouth when something goes wrong. I try and fix it by following the rules and using the site support people first. When they stopped responding to my emails, I did not know where else to go but to this group for advice and I appreciate all the comments received thus far. Well, except the last one about wondering if what I said was truly accurate, that stung a bit.

I did all I could within the CWC system. Probably a dozen email exchanges including 3-4 with the Casino Manager. Tom, the manager told me he preferred I didn't go challenging the charge at the bank, but he also told me that he "would understand if I went that route".

I kept all the emails between me and CWC on this topic and feel those will be very useful for PAB. I can't imagine that CWC would deny what happened since I have all the documentation.

Diane

Diane, please don't take my comments personally. Most of us that have been here for some time have seen these kinds of threads and seen what is posted when the casino rep comes on, often discrediting what was originally posted. Too many people don't tell the honest truth and therefore we tend to always be on guard around here. Sometimes a player doesn't even realize that their opinion or truth differs from the casino's. You seem to be honest. :)
 
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