Hello,
The email that kiblon posted is an automated email that is generated whenever a withdrawal request is declined. It is not supposed to provide an explanation as there are number of reasons why we would decline a withdrawal – this information is sent manually afterwards.
In the vast majority of cases the decline is because my cashier team need to return the funds to the player’s balance to remove the bonus. In this case the bonus is removed, and the withdrawal immediately re-requested and paid. In these cases we do not follow up manually every time to explain this as the withdrawal is approved within moments.
Other reasons can include that the player has not completed their account verification, we do not have sufficient information to process the payment (account numbers) etc.
In every case the reason why the withdrawal is declined is sent to the player via email and posted on the player’s account in our admin system so that the 24 hour team have sufficient information to advise the player.
If you want to know the reason why your withdrawal was declined, simply check your emails or contact customer services.
Manstaff – your last withdrawal in CWC was paid within 12 hours, the withdrawal prior to this was also paid within 12 hours. Also in LRC your withdrawals are currently being paid according to schedule, with large payments sent on the 15th and 22nd. There was indeed a period of time where your withdrawals were being declined and not paid effectively, there is a good reason for this however it is not one that I am prepared to discuss on a public forum.
Kind Regards
Tom
Why so evasive, the reason is surely just the standard one about the combined weekly withdrawal limit being exceeded.
What seems to be going wrong is that after the automated email, players are NOT receiving the follow up explanation that should be sent. When they contact CS, they are sometimes then being told to just try again. So, not only is the follow up email not being sent, but CS are a bit "lazy" and say "try again" rather than look at the account comments to determine the reason.
There is also the stream of complaints about withdrawals that just "sit there", being neither processed nor declined. This is a separate problem, and is not just affecting US players. Your earlier explanation of why such things happen ONLY applies to US players, and should NOT be experienced by non-US players where processing is a much more straight forward matter.
The unwillingness to address the issues only leads to further worries that there is some big secret behind all of this, one that CWC don't want players finding out about. The problem is that whatever has been going on will get revealed, and it will be checked against what was being said at the time.
In a year where players and affiliates have been screwed repeatedly by casinos that first lie to downplay the reasons behind any problems, and then "do a runner" leaving customers out of pocket, and affiliates unpaid, there needs to be 100% transparency in order to retain trust.
Many are still reeling from the totally unexpected collapse and screwing over they received from Purple Lounge, which in March was just as trusted as CWC. If it can happen to Purple Lounge, it can happen to ANYBODY, even the most trusted brands.
Casinos are paranoid about chargebacks, but players are paranoid about casinos with no money pretending everything is normal in order to keep them depositing. Before UIGEA, it was rare for a bust operator to not be rescued by another, thus preserving players' balances. This started to go wrong after TUSK went under, and only the casinos were rescued. This was also Microgaming, a brand so trusted that players thought there was a safety net that would ensure their funds remained intact. TUSK showed there wasn't. Softwares such as RTG are known to have no safety net in place, and often nothing much in the way of regulatory protection of players' funds. Playtech and RTG casinos have often gone bust, and many have done so after taking as much extra money from players as they could by pretending the delays were temporary and their money was safe.
Unless there is a credible explanation for all these problems, one that fits the evidence gained from players' experiences, players will still think something pretty bad is only just being kept at bay, and could easily break free and eat all the funds they have trusted the casino to look after.
It didn't help that you handed over to a new rep, but told nobody in advance, which left a 3 week period where it looked like you had "gone to ground" and was no longer willing to discuss and attempt to resolve the issues being experienced. The impression of the replacement was that they had no intention of doing anything more than "mind the store", and would not participate in resolving the wider issues.
When a previously active rep suddenly vanishes, no posts, no response to PMs, it rings alarm bells for players.
That would drive me insane. Hope you get information soon.
