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Club World Group; Aladdins Gold Courier Check Sent to Wrong Address... Seriously?!!!?

Discussion in 'Payment Processing Issues' started by dkc33, Jan 14, 2013.

    Jan 14, 2013
  1. dkc33

    dkc33 Disabled Account (contact Admin)

    Occupation:
    Homemaker
    Location:
    Michigan
    Seriously!!! After just receiving a courier check a few weeks ago... after some issues on their end with payouts to all... They now claim I need to update a verify my address?!!! That is was never updated in their systems!!! Really??? I mean you just sent me a pay out to the correct address!!! Here is my chat result....
    Please wait for a site operator to respond.

    You are now chatting with 'Kate'

    Kate: Hello, how are you today?

    dkc33: I was due to receive courier check today via FedEx... the tracking number given to me states that FedEx was unable to deliver DUE TO RECIEPENT MOVED... I Can Assure You I DID NOT MOVE!!! What is going on????!!!!

    Kate: please try to contact fedex as we do not have the control over this check

    dkc33: WHAT ADDRESS DID YOU SEND IT TO

    Kate: 25542
    Kate:

    dkc33: MY ADDRESS IS 26642

    dkc33: YOU KNOW THIS AS IT ISNT TH FIRST TIME I HAV RECEIVED A CHECK????

    Kate: I am really sorry but thats the address we have on files

    dkc33: FED EX WONT TALK TO ME!!! THE SENDER HAS TO CORRECT THE ADRRESS MISTAKE!!!!

    dkc33: BULLSHIT!!!

    dkc33: WHAT GAME ARE YOU PEOPLE PLAYING

    Kate: to change your address you will need to send us a copy of the utility bill

    dkc33: YOU HAVE A COPY YOU HAVE SENT ME PAY OUT AT MY CORRECT ADDRESS

    Kate: unfortunately we do not have your new address

    dkc33: Bull shit!!! club world has updated docs on me as do you.... I just received a check a few weeks ago so you blow smoke up someone else ass

    dkc33: I will broadcast this on every forum!!!!

    dkc33: TY Kindly for NOT helping me!!!!

    Kate: please hold o0n

    Seriously, tell me someone made a mistake and typed in wrong numbers!!! But dont play games with me!!! This group has taken a horrible fall from grace in the customer service department!!!! Any suggestions!!! I have a pending withdrawal as well... lmao!!
     
  2. Jan 14, 2013
  3. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    I do have a suggestion.
    Try to be a little nicer, stop screaming, threatening and swearing, and I'm sure they will help you.
     
    2 people like this.
  4. Jan 14, 2013
  5. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    I can certainly understand your frustration but taking it out on CS, not nice.

    Contact the Rep here and let them straighten it out for you.
     
  6. Jan 14, 2013
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    HOW ABOUT THIS FOR A SUGGESTION!!!!!!!!!!!!!!

    DON'T USE ALL CAPS!!!!!!

    IT'S SHOUTING AT PEOPLE!!!!!!

    And you are basically acting like a douchebag. If anyone spoke to me in public like this (or one of my employees), I'd knock them out.
     
    6 people like this.
  8. Jan 14, 2013
  9. dkc33

    dkc33 Disabled Account (contact Admin)

    Occupation:
    Homemaker
    Location:
    Michigan
    I could have been nicer... I agree! I just dont like being given the run around... My last 2 payouts with this group have been nothing but No Communication and when contacted by me in regard to their lack of response the run around!!! Just be honest and tell me what is actually going on... I think I deserve that. At any rate... FedEx had the intelligence to correct their mistake!! TY kindly for you input!! I will make no apolgies for my frustration... lesson learned!!! CWG is not what is once was IMO!!
     
  10. Jan 14, 2013
  11. BMWSTACK

    BMWSTACK Ueber Meister

    Occupation:
    Work
    Location:
    US
    You really should apologize to them for the attack. Re read you chat, you jumped right down their throat. You asked them what kind of games they are playing? There was a fed ex tracking # that proved it was sent, so obviously they are not trying to play a game to send it and have it sent to the wrong address. The rep didnt deserve to be attacked. If you could not have gotten her to given you the answers you wanted you could have asked for a supervisor or called them on the phone, but to flip out when you have a tracking # is totally uncalled for.
     
    2 people like this.
  12. Jan 14, 2013
  13. jimdog

    jimdog Dormant account

    Occupation:
    accountann
    Location:
    Minneapolis, Minnesota
    It would not be that difficult for an online casino to send out an email right before sending a check to confirm an address. I don't know about this particular case- but sometimes it seems as if casino's want to make a mistake in order to delay.
     
  14. Jan 14, 2013
  15. cpdnd31

    cpdnd31 Ueber Meister CAG webmeister

    Occupation:
    -
    Location:
    where the taxes are the highest
    Well don't jump on me for this, but it really could have been a data error. Maybe the person who updated your docs typed wrong address. 55 and 66 are right next to each other. I understand your frustration however I have learned that screaming and yelling, doesn't help any situation. It will put people on defense really quick. When people panic more mistakes can be made. This Cr rep didn't know what was going on and you really didn't give her the time and or info to deal with the mistake. You went off. I'm glad things worked out for you however maybe next time you can be a little kinder and clearer to the situation.

    No offense but I'm sure after you have calmed down and reread your chat you will feel like an ass. (sorry tried to think of a more respective word but really this is none).
     
    1 person likes this.
  16. Jan 14, 2013
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Looking past all the aggro, the problem seems clear. Someone hit the "5" key twice instead of the "6" when typing in the address. The question is, WHO?

    The problem seems to have become inflamed due to one thing, LACK OF TRUST. Now this IS the fault of the industry. They seem to duck questions, give vague answers, and pass the buck rather than take ownership of issues.

    This leads to the above situation where the player DOES jump down the throat of the CS rep the second things seem a bit "iffy".

    The problem then is that by going on the defensive, the rep ended up making things worse by adopting a "jobsworth" attitude and going down the route of telling the player it was all their fault for failing to notify a change of address.

    The true address would of course be on the documents verified, and should be the address on file at the casino. It would appear that the rep didn't double check this before claiming that the typo was what they had on file, which the player knew was "bullshit" since a previous payout had gone to the correct address. This further supports the argument that the correct address had always been on file, but had been mistyped when someone read the address from the file and put it into the processing systems. This could be the CWC cashiers, or it could have happened further down the line at the processor. It is even possible that FedEx misread the CORRECT address, and tried to deliver to the wrong one. As noone was in, noone could point the mistake out to the agent.

    I have had the same happen to me. A delivery for my house number, but the close next door, arrived at my door. The agent thought he had the right house, but since I answered I was able to tell him that he had made the mistake of calling on the right house number, but the wrong street address, and told him where the right street was. Had I not been in, no doubt it would have been marked as noone at home, or left in a safe place for me to discover some time later.
    I have also had mail and one parcel go missing, and I bet this was the same mistake in reverse.

    It is also true that the recipient CANNOT deal with things like wrong address with the courier, as in such cases they will only take an instruction from the sender. It was plain wrong therefore for CWC via their CS to attempt to pass the buck for contacting FedEx onto the recipient.

    If operators didn't "play games" so much, players would be less likely to jump straight to such conclusions during a first contact with CS. Casinos too sometimes jump to conclusions about players they deem "abusive", even when they cannot possibly have sufficient evidence to reach such a conclusion through looking at playing history.

    If CS for a business gets their heads chewed off, it is often because of something the business has been doing wrong that has started to tip customers over the edge. The CS gets it because those responsible for things going wrong tend to hide behind their CS departments so that customers cannot approach them directly with an issue.

    With phone based CS, keeping someone on hold for an hour before dealing with their enquiry, and on an expensive number, is guaranteed to get the conversation off to a bad start, no matter how well the agent deals with the issue.

    With casinos, it is the constant delays and broken promises that set up confrontation, and any agent can innocently trigger that "last straw" that causes the customer to break, lose patience, and let rip at them.

    Perhaps the CS rep should have taken the initiative to refer this matter to a supervisor once it became clear that the player had "lost it" with something they had said. Ideally, there should have been a short time out, such as the supervisor ringing the player back after about 10 minutes, hoping things had calmed down. Unfortunately, call centres are notorious for giving out false promises of "someone will get back to you", so there is always the danger that this can make matters worse.

    Casinos need to realise that CS is not something they offer as an afterthought, but a key service that deserves sufficient investment in order to ensure that the best possible experience is given to customers who have to make contact. Too many companies prefer to see who can provide CS for the lowest price, and this often leads to outsourced call centres who really DO "talk bollocks" because unless it is in the script, they have no idea what they are talking about, so try to make things up as they go along. Customers who DO know what they are talking about will spot this straight away, and will often feel that the CS agent is deliberately belittling them and insulting their intelligence, and this can result in the CS agent getting an earful, the customer feeling that company policy is to screw them over, and nothing actually getting resolved.

    The matter of CWC delays in particular has been raised many times, yet STILL it seems that management at CWC are in denial that there is any problem at all, and so we get excuses like it being the holidays, staff off sick, etc. There is only so many times such excuses will work, and for some players, the CWC excuses are no longer considered credible.

    One really obvious issue is the long pending times when considered alongside the official statement that the queue is gone through every day, and every withdrawal that can be paid is sent for processing. It follows that once this has happened, the withdrawal would no longer sit in the pending state, even if it was impossible to offer the player a timescale for it's receipt.

    There have been reports that some withdrawals have sat in pending for days, even though there is nothing at all that should be holding up the process, and when the player complains, the withdrawal is then processed without any explanation of why it was delayed in the first place. This can only mean that the entire queue is NOT checked every day with all withdrawals that can be processed being sent for processing. Something is going wrong on these occasions, no matter how few they are, and the first thing players need is for CWC to admit that there is an issue, what it is, and what they intend to do about it.

    Without such honesty, players that suffer these delays, or even read about them, are going to be convinced that the casino is indeed "playing games" with a number of their players, and then lying their way out of it.

    Although not CWC, I have suffered this same game playing from Digimedia casinos. My withdrawal to Neteller sits for 10 days in pending, yet their site claims it should be 24 hours. Despite raising this issue a number of times, nothing is being done about it. Digimedia still retain their accredited status despite the evidence I have managed to gather over the past year, and I find this galling. If Digimedia can get away with such bullshit, then it follows that NO accredited casino can be fully trusted, and neither can the systems put in place to police this, such as the standards for accreditation.

    This personal experience is why I am risking infractions by giving even accredited casinos a "hard time" over some issues. I am impotent (other than uninstalling the offending casinos) in getting the Digimedia problem recognised, let alone putting pressure on them for change, even if this is just that they are HONEST with players, and put the true pending times on their website, and of course suffer the recalculation of their ratings score.

    I was miffed that Main Street seemed to get away with their 14 day pending BS for so long before they finally lost their accredited status over the issue.

    Those players at CWC that feel they have suffered disproportionately from BS are equally miffed that so far no measures have been taken to pressure CWC into making the necessary changes to simply restore the service to that advertised on their website. Before anyone chimes in, it is not JUST US players that have had these long delays at CWC, so the excuse that all this is caused by UIGEA, and is "only a US problem", does not wash.
     
    3 people like this.
  18. Jan 14, 2013
  19. cpdnd31

    cpdnd31 Ueber Meister CAG webmeister

    Occupation:
    -
    Location:
    where the taxes are the highest
    Good point. I can understand the temper with all the BS that has been going on with this group. I had a small cash out and when I asked how long before I receive it I was told hopefully by 2013. I was irritated it was a small one I played it back and uninstalled casino. There professionalism as of lately deserves to be questioned. I agree with you on that. However when someone goes off like in that chat, it doesn't help at all. I understand wanting to scream and yell. I understand you feel like too many times you have had to jump through the hoop to get paid. My suggestion is to uninstall. Maybe if enough do it, they will realize the problem they have and actually do something about it.

    Why if you have had problems with a casino in the past would you want to deposit in that same casino?

    Also my small withdrawal was to okpay. So there really should not have been any delay getting it.
     
  20. Jan 15, 2013
  21. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    I don't know if this feature is available but can you update your profile on the site yourself, address etc..?

    If so that should be checked before a check is sent, if not, well seems like an internal error if the OP has already received a check at the new address.

    I'm curious now do they offer a way to update your profile address?
     
    Last edited: Jan 15, 2013

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