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Club World - should they really be accredited?

Discussion in 'Payment Processing Issues' started by kiblon, Sep 28, 2012.

    Sep 28, 2012
  1. kiblon

    kiblon Dormant account

    Occupation:
    Retired
    Location:
    Australia
    I have defended CW in the past but I am just fed up with them. I have constantly been having game played with cashouts. It takes forever. They take almost week to react to cashout. Then they decline almost everytime. Then I must go to live chat and ask why since that is instructions on email that declines. Then live chat says to just request again. Then days and days go by then I get email that it declined again. I then ask why and same thing. They are NOT a fast payer casino. They delay and delay and delay.
    Once it took me over month and I had to pm Tom. I thought Tom helped me but when I look back he not even respond to my pm. It was just paid. But now I don't feel I should have to contact a casino rep here on forum just to get simple withdrawal. I just want paid on a timely fashion like is advertised but it just is never happening.
    I use neteller so this is not an payment process issue or anything.
    I see complaints of their slow pay tactics popping up all over this board. What will it take for them to act accredited or be put not in accredited list anymore? This is not how accredited casinos should operate and they are either turning rogue quickly and/or they are in real financial trouble because they are not paying out.

    Also, it is incredibly rude to just send blank email saying decline then tell you to take your own time to contact them for explanation. They should put stupid reason in the email. Even more rude it is to then not have a reason when you contact them. This mysterious "payout dept" or whatever. It is bogus and it has gotten to my last nerve.
     
  2. Sep 28, 2012
  3. Mallorca

    Mallorca Experienced Member

    Occupation:
    Night job
    Location:
    Stockholm
    I am sorry to hear you`re experiencing delays with you withdrawals.I also use Neteller and I get paid very quickly ,sometimes CWC pays me the same day.
     
  4. Sep 28, 2012
  5. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Well, if there is a problem paying you to Neteller, and not everyone else, then there is obviously an issue specific to you that remains unresolved.

    I agree that the payouts department of ANY casino should ALWAYS provide a notification and explanation of why a withdrawal is declined EVERY time. The accreditation requirements should include this as mandatory IMO.

    However, they aren't in financial trouble, and they aren't "bogus" (whatever that means...?)

    If you read carefully, you will see the slow pay issues are almost always related to USA players i.e. wire transfers and cheques, and most of these players accept it is par for the course thanks to their moronic political leaders. AFAIK, there has been very few slow pay complaints related to webwallets and non-USA players, and these usually involve an issue with the player's account.
     
  6. Sep 28, 2012
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    There is a post about them being backlogged with withdrawal requests. It seems they don't have the capacity to handle the number of players they now have over their portfolio of brands. With US players, it is a csse of having to be careful not to get noticed by the banks who could then block the player's funds. However, this does not apply outside the US, and certainly this should NOT be a problem for players using Neteller.

    The only logical explanation here is that this is being caused by the backlog, but why they should sit on it for days and then issue a "decline" seems to make no sense. Far better to leave it queued until the backlog is cleared. The lack of clear explanations to affected players is also poor, as if they knew what the problem was, it could be dealt with straight away.

    Documents and verification is one thing that springs to mind when it comes to declines, but surely CS should be able to tell the player what they need to send or do next. Simply resubmitting the withdrawal without dealing with the problem will result in further declines.

    The other possibility is that the weekly limit has already been reached, and so anything over this will be queued until the following week, although then it should just be released, not declined.

    The best way to air this would be to PAB so that the full facts can come before Max, who can then decide whether this is simply a cock-up, or something that Bryan needs to look into with regard to accreditation status.


    Unfortunately, slow pay outside of the US is a bad move in PR terms, as this is how Rushmore first started to show signs of funding issues, and were unable to deflect blame to UIGEA and the problems it caused getting payments through to US players.

    The rep for CWC has already given a thorough explanation of the problems facing US players.


    One possible explanation for a backlog starting just THIS week is the severe rainstorm that hit the UK during the week. It was spawned from hurricane Nadine, and dumped huge quantities of rain over the middle part of the country. I believe this is where the main CWC offices are, and the flooding could have prevented some workers from getting in. The same thing happened in December 2010 when much of the country ground to a halt because of heavy snow and persistent freezing temperatures.
     
    1 person likes this.
  8. Sep 28, 2012
  9. BMWSTACK

    BMWSTACK Ueber Meister

    Occupation:
    Work
    Location:
    US
    Clubworld is one of the only RTG's I play, and have not played recently because of all of these delays. The whole decline the withdrawal with no information is pretty frustrating. I believe it is a standard operating procedure in the RTG owners manual. All RTG's seem to do it. I actually dont put too much credit into the whole "processor issues" excuse. I honestly believe that lots of casinos use it as the standard excuse because it seems to be the norm, and its easier to have people understand. Its kind of like the "economy excuse". I cant pay my bill because of the "economy" , meanwhile the person or business is sitting on lots of money. Now dont get me wrong, processor issues happen, but big enough groups should have an alternative ready to go in a split second. Casinos need to find alternative payout methods. How about prepaid credit cards as an option. They are easy to buy in bulk, and what kind of problems would you have buying them then sending them out as payment. I know its not cold hard cash, but its still something to spend.

    I have never had an issue with contacting Tom, but I have not tried to contact him in a while. He has always helped when I needed it, and he is a big part of why I stuck with Clubworld group.
     
  10. Sep 28, 2012
  11. manstaff

    manstaff Dormant account

    Occupation:
    construction
    Location:
    Canada
    How do you contact "Tom"? If this person can help then I would really like to speak with him. You can pm me any contact details if that is appropriate. I would really appreciate it. Also, who exactly is TOM in regards to club world group?
    I also am having massive delays with this group. The exact same story. I have a larger cashout pending and I have been paid part of it but it took forever for that to happen and now it takes about 3 to 5 days to get a response to my cashout request now pending. Also, it is almost always declined but nobody at support knows why. Im not from the US either so I wouldn't have any of their issues. I am getting a sinking feeling that they are trying to figure out a way to get me to play and lose this money or perhaps find a loophole to not pay me? I don't know but it is not very comforting to be playing at this group for me right now. Thank you for any help with this information.
     
  12. Sep 28, 2012
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    If accreditation is purely based on the casino's willingness to pay then CW should continue to be accredited. However, time and again they treat USA players like 2nd class players and pay them ever soooo slowly when after such a lengthy period they should have devised a way/found a processor to overcome their problems. Others can do it but they just wont do it. Then there is the ever persistent problem of declining cashouts and automatically reversing back to accounts. This is done by the casino so it has an obligation to communicate with the player and tell him/her what the reasons are for the decline and what steps should then be taken for the w/d to be successful. Inetbet is tops in this aspect as they will immediately send you an email informing you that your cashout has been declined, the reasons for it and the remedial action to be taken if any.
     
    3 people like this.
  14. Sep 28, 2012
  15. dinahbrand

    dinahbrand Experienced Member MM

    Occupation:
    A woman of a thousand jobs
    Location:
    USA
    This has become an increasing problem with people outside the USA also. Is this an issue of needing more staff? I have seen companies lose business and status because they refused to change their model and hire more staff as they grew. It is sad to see what was once an outstanding casino have so many complaints.
     
    2 people like this.
  16. Sep 28, 2012
  17. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think most understand that there are issues sometimes with processing to the US. But we are seeing delays we hadn't seen before for non-US customers, and apparently not a one-off either.

    If a casino group choses to service the US market, they run risks of having processor issues, and I know in the past, issues that have cost casinos considerable sums too, such as EWX etc.

    The once respected Rushmore slid down that path.

    I don't even want to talk about Purple Lounge, but we started seeing payment delays that were not typical, and they did not serve a US market. I'm not implying that Club World has nefarious behind the scenes plans to screw over players. But that did truly shake my faith in even reputable casinos, and I'm sure I'm not alone there.

    If payments are being declined because of a need for updated docs or something else, players need to be told, not just saying declined. If the casino needs a couple of days for transfers for a specific method of payment, be upfront, and ask the player if they have an alternate choice of payment method.

    And for players that don't know, Tom is the rep for ClubWorld, and you can message him here: http://www.casinomeister.com/forums/members/clubworld.html
     
    2 people like this.
  18. Sep 28, 2012
  19. kiblon

    kiblon Dormant account

    Occupation:
    Retired
    Location:
    Australia
    I don't know. Maybe I am too hard on clubworld. I just feel frustrated is what it is. I have a pending cashout at clubworld I last requested it on 21st. It declined 24th. 3 days to decline for no reason. I had to go back again and ask why. they then tell me ask for it again. I was last paid on 13th. I also have pending at allstarslots since 21st. Nothing happened with it yet.
    I think compared to some casinos this is not horrible. It is horrible compared to others though and especially compared to how I thought clubworld was supposed to work. I thought same day or within few days payout without hassles. I have had hassles constantly since I joined. I do not think they steal money just why wont they pay like they should is what I wonder?
    I would like to maybe change the title of this post I made as it is very harsh sounding when I see it. I just am frustrated with what I think is good group. I hope they are not turning out like others did. I want to have them stay accredited but act like it also. All of these same complaints of slow pay have me a small bit worried. If clubworld goes to the bad then what is left to trust?
     
    2 people like this.
  20. Sep 28, 2012
  21. dreamguardian1

    dreamguardian1 Senior Member MM PABnonaccred

    Occupation:
    Grad Student, Peer Counselor, Org. Ambassador/Pres
    Location:
    San Francisco, CA
    I sent some info to KasinoKing regarding Club World Casino's. That said, you "may" be being too hard on them. You also have to consider where you are coming from. My payouts got coverted to check even after i requested other options, but that said they did not hold me to the limit and got them one day apart, YES, it did take time to get but not as long as most casino's and they were able to "justify" my payments. For more info pls talk to a mod

    Best
     
  22. Sep 29, 2012
  23. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I don't know if highlighting problems is "too hard" on a casino. It sometimes brings out other people that hadn't started a thread.

    I'm pretty confident we will see a happy ending here.

    But we as consumers have a right to chose as where we play, or even if we play.

    No business is perfect. But is solving problems, how often they occur, and how they are resolved that count.

    ClubWorld are one of the good guys IMO. I'd like to see them stay that way.
     
    4 people like this.
  24. Sep 29, 2012
  25. baleHead76

    baleHead76 Dormant account

    Occupation:
    File Clerk
    Location:
    Califorina
    I'm still waiting for my happy ending regarding two withdrawals..one that is coming up to a month wait.. and for me.. each day I wait for any payment is another day that solidifies my severing ties with clubworld and they were my favorite RTG brand that I trusted.. the fact that they don't answer emails and at least let you know why shit was declined.. I only find out these details when I look at my history in the cashier and then have to bug live chat to get an explanation to which leads to the standard answer, "I will forward that to the cashier department"
     
  26. Sep 29, 2012
  27. LHofsdal

    LHofsdal Ueber Meister MM

    Occupation:
    Retired
    Location:
    NY
    Once again, we are hearing about processing delays at CWC's,and it is not just to US players. I have said a few times now that the US customers can understand the delays in receiving their funds, but there should be no delays in PROCESSING their funds.

    The only thing I can think of for declining a cashout, is it could possibly be that you have reached the weekly limit? I am not sure what that is now but it use to be 4 grand I think. If I am not mistaken that rule applies to everyone no matter where you live.

    Could this be the reason why your withdrawal is being declined? I am having a hard time excepting the "backlog" exuse, because it has just been used to much lately. If CWC's employees weren't so worried about leaving work on time, and staying a little later to get these withdrawals processed, do you think that maybe, just maybe this group would not have so many negative posts about the "backlog"?
    And if they stayed a little later, do you think they would have a backlog of withdrawals?


    LH
     
    1 person likes this.
  28. Sep 29, 2012
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    So, it is sat on for 3 days, then declined with no reason given. Customer contacts CS to ask why, and is just told "try again". This means there WAS no reason for the initial decline, and all it means is that the player starts over, losing the 3 days they have already spent sitting in the queue because of backlogs. This arbitrary declining of queued withdrawals is NOT the way to deal with a backlog. It looks very much like an exercise in manipulating the figures to make the actual queue appear shorter than it really is, as it won't show players who have been dropped, rather than paid.

    It seems that rather than sorting out issues as the withdrawal sits in the queue, they ditch it so the player has to start over, and then don't even tell the player what the issue is, making them have to drag it out of CS.

    CS saying "try again" is akin to an old style telly going wrong, and someone saying "just thump it". It used to work sometimes, but it didn't address the actual problem. Just as some tellys needed several thumps, some players may have to go through several rounds of "withdraw, decline, try again" before they get paid.

    Although there have been events that would explain short term issues, such as the recent flooding, it does not explain the long term impression that CWC are engaged in a permanent struggle to process payments, even for non US players.
     
  30. Sep 29, 2012
  31. manstaff

    manstaff Dormant account

    Occupation:
    construction
    Location:
    Canada
    Its not always a 3 day wait for me. Here is exactly what my personal dealings have been lately. Anyone else going through this same process with them?

    sept 5 cashout approved. Yaaay!
    ----------------------
    sept 6 request cashout
    sept 10 declined
    -----
    sept 10 request cashout
    sept 13 declined
    ------
    sept 13 request cashout
    sept 14 declined
    --------------
    sept 14 request cashout
    sept 17 declined
    ---------------
    sept 17 request cashout
    sept 19 declined
    -------------
    *at this point I have been more than fed up so I took a few days break of contacting support and requesting again*
    sept 23 request cashout
    sept 24 declined
    ---------------------
    sept 25 request cashout
    sept 27 declined
    sept 27 they did remove my bonus from the cashout request this time but still declined it. HaHa. as if to rub it in my face it seems. Haha.

    I don't know if everyone is going through this but it really irks me. You must realize that each time I get this generic email, I am then forced to contact support and ask them why. Then they just say they will fwd my issue to banking and to try the withdrawal again. So this is starting to really waste my time and become like a job. I don't want to have to spend hours messing around with this. I want to simply play at an accredited casino and when I want my money back out of the casino then a simple withdrawal and payment is what I expect. This is not it. HaHa.
     
  32. Sep 29, 2012
  33. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    No, that is definately not it.
    That is totally unacceptable, in my opinion.
    Wonder if Tom could tell us what's going on over there ?
     
  34. Sep 29, 2012
  35. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    I'm tempted to say something negative based on this and other recent threads, but I think CWC has earned the benefit of the doubt.

    Regardless, an explanation is required. Delays in non-USA cashouts can only be from the casino side and are, as lahutti says, unacceptable. I really hope the reason provided is not "a backlog"......if so, then CWC need to hire more staff, as we have been suggesting for quite some time.
     
    1 person likes this.
  36. Sep 29, 2012
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    Whatever the reason is, the real issue is the piss poor management of it by CS. It's "I'll forward the issue to banking, try again". Clearly, "try again" is NOT the correct solution. There is a reason, and it needs an action other than "try again" in order to clear it. Despite the promises, the CS "I'll forward the issue to banking" has not worked, repeatedly. Banking also don't take the initiative to contact the player, they just sit back and let every withdrawal decline and expect the player to "just know" what they have to do next - it is clearly not ask CS for advice.

    A backlog would be an explanation for long delays, but NOT for repeated declines - this is a different issue, and one that seems to be getting worse. Assuming players are doing nothing different, the cause has to be an uncommunicated change of procedure in the cashier department that players are now falling foul of.

    Tom has been fully aware of this problem for some while, and has even posted explanations. Unfortunately, they only explain why US players are encountering problems. They do not explain why non-US players are suffering delays, nor do they address the issue of repeated declines for no reason that CS are able to see and advise upon.

    If it is a case of staffing, they have had many months to address the issue, and with unemployment at 3 million in the UK, and the north particularly well stocked with the unemployed, recruitment should not be an issue.
     
    2 people like this.
  38. Sep 30, 2012
  39. kiblon

    kiblon Dormant account

    Occupation:
    Retired
    Location:
    Australia
    @manstaff My issue is not nearly as ugly as that. whoa!
    I can comment maybe do you have cashout just paid at other casino in group? they have no more than 4000 withdraws per week and maybe you play in other casino? does this even then matter for other casinos in group? I meant do you have perhaps allstar slots withdraw for 4000 one week then maybe clubworld next week being paid? I am not sure if it is cumulative all casinos in group or if each casino is seperated by this rule but maybe that is a possible reason. They have said this to me on live chat once but I can't know if they mean group or seperate casinos.
    They point is that they could at least tell you this information in an email and then tell when can you cashout again, so maybe I am not correct about this but there must be reason. I cannot beleive they are THAT bad. I honestly hope this works out for the group because I like the sofware they have and do not trust many others like them. They have to tighten these things up still.
     
    1 person likes this.

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