[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]
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: