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Resolved Club World UK withdrawal delay

Discussion in 'Casino Complaints - Non-Bonus Issues' started by mazdaq, Jul 26, 2011.

    Jul 26, 2011
  1. mazdaq

    mazdaq Dormant account

    Occupation:
    Financial Adviser
    Location:
    UK
    I have noticed there have been a number of complaints about the Club World group recently and I'm afraid I have another complaint to make about them. Back in February 2011, I had been issued with a deposit bonus and I was fortunate enough to win a 5-figure sum playing slots at Club World UK. Up to this point, CW had paid me without problems. Obviously with their £3k max per week (which I believe has since become £4k) withdrawal rule, I knew it would take a while to receive the withdrawal.

    Over the past few months, I have received all of my withdrawal except £4k which I am still waiting on. I certainly did not receive £3k per week during this time - I encountered issues such as withdrawals being declined due to "technical issues" and delays in withdrawals being approved so I was receiving a withdrawal probably more like once a month than once a week. However, I was patient with CW as I knew it was a lot of money and I didn't mind waiting as it seemed they were paying me, but just a bit slower than I would like.

    Then in June (I believe it was around 14th June), still waiting on the remaining £4k, I tried to log in to my account but I was unable to and I was told on live chat that my account was being reviewed but it would be done by 20th June and my £4,000 withdrawal would also be paid by then. 20th June came and went with my account still under review and no withdrawal.

    On 21st June, I contacted them by email and I have an email from Karolina of Customer Support saying that the head cashier confirmed that my £4k cash out would be sent to my Neteller in 2-3 days. Again, this was not received in the stated time frame and my account remained under review.

    Since then I have tried on several occassions to contact CW customer support both by phone and by email to establish why my account is under review and when my withdrawal would be paid. I have only ever had one other email response stating my account was under review and I needed to wait, and whenever I ring them, I just get told the same thing. Management always seem to be in meetings when I ring but I am assured that a manager will be in touch in due course. However, they have never contacted me.

    I therefore decided to contact the CW rep on this forum as I noticed that he'd helped several people on here with their issues. I have now sent the CW rep 3 PMs on 6th, 14th and 20th July explaining the situation and requesting his assistance. I can see that the rep has read these messages but he has not responded to any of them so far.

    So I am now posting on this forum in the hope that this may spur CW into action and get this issue resolved. I think I have been very patient with them over the last few months and I think it is unacceptable that they have placed my account under review without ever providing a reason and continually failing to meet their own deadlines they have set for paying me. I also find it strange that they have paid the majority of my withdrawal and have only recently placed my account under review - surely, they would have checked my account when I made the first withdrawal and they would have seen that there was nothing untoward then and so they started paying my withdrawal.

    I hope that the CW rep will read this and hopefully he can help me out with this. As I said, before this issue, I have never had a problem with CW and I have enjoyed playing at their casino. I know they are accredited here and held in high esteem by a number of posters so I would hope that this issue can be resolved swiftly to avoid further tarnishing of their reputation.
     
    Last edited: Jul 26, 2011
  2. Jul 26, 2011
  3. mazdaq

    mazdaq Dormant account

    Occupation:
    Financial Adviser
    Location:
    UK
    I'm delighted to say that his issue has been fully resolved now and my withdrawal has been paid. Thanks to Tom, the CW rep, for resolving it.
     
  4. Jul 26, 2011
  5. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    That's very good news, however, I'm a bit disappointed by the fact that the Rep replied only when issue was posted on the forum, but didn't reply on your PM(s). JMO.
     
    4 people like this.
  6. Jul 30, 2011
  7. Cleveland

    Cleveland Meister Member

    Occupation:
    Professional problem solver
    Location:
    Texas
    Not trying to start anything and I'm in no place to even put the mentioned rep's business out there but In his defense I did want to say: I'm fairly certain he was dealing with important life stuff during that time frame. Only reason I know is because he mentioned it in passing in a pm exchange when I contacted him.

    No it doesn't excuse CWG for not getting back in touch with you, I'm just saying for that specific time frame mentioned a little slack probably should be cut.

    Sorry for the vague post. I guess I should let him defend himself but then again he might not really care to.
     
    3 people like this.

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