In my frustration, below is the transcript of a 1 hour chat with a pitboss that really could not give me a straight answer and just simply set on trying to convince me that CrazyVegas was doing the right thing. Still no funds to date. As I kept saying, the dates are in black and white. 15th to the 19th is 5 business days. Funds were not released till the 22nd Monday following. Apparently there was a public holiday which delays 1 business day for processing. But it still does not explain 4 business days delay.
If you could be bothered reading it, the transcript is below. Fine example of poor service and what shouldnt be an accredited casino. If you ask me, I will be closing my account once my funds finally clear. By the looks of things, Im estimating funds to clear on the 29th.
Shame on you CrazyVegas!
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You are now chatting with Irina
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Irina: Hi there, how are you doing today?
Me: Irina, I am really quite frustrated
Me: can you give me your pitboss please
Irina: Please could you confirm your casino username?
Me: here read the transcript from the previous conversation
Me: You are now chatting with Kayleen
Kayleen: Hi there, how are you doing today?
Me: hi Kayleen
Me:
Me: Id like to know when will my withdrawal clear
Me: withdrawal was made 15th december and cleared 17th december received an email saying it has been sent 18th december but have been told that it only got processed on the 22nd December
Me: Now that is past the 4-7 business days your company has promised
Me: ????
Me: ????
Me: ????
Kayleen: Would you mind waiting a quick moment while I check my records?
Me: yes
Me: I do mind
Me: I've already waited weeks
Me: this is beyond the joke as Im not being compensated for the error your casino has made and Im ready to make a complaint to the LGA
Me: ???
Me: ?????
Me: ????????
Me: ????????????
Me: Are you there?
Me: This is becoming beyond the joke so please direct me to your pitboss
Me: As once again, this is not being taken seriously
Me: HELLO???
Me: ???
Me: ????
Me: ????
Me: ????????????
Me: youve got to be kidding me! I've been awaiting a reply from you for over 10 minutes now
Me: HELLO?
Irina: One moment please.
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You are now chatting with Tiffany
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Tiffany: Hi there, how are you doing today?
Me: Hi Tiffany are you the pitboss?
Tiffany: Yes I am.
Me: Tiffany please read this transcript and the ignorance of the previous customer service staff named Kayleen
Me: You are now chatting with Kayleen
Kayleen: Hi there, how are you doing today?
Me: hi Kayleen
Me:
Me: Id like to know when will my withdrawal clear
Me: withdrawal was made 15th december and cleared 17th december received an email saying it has been sent 18th december but have been told that it only got processed on the 22nd December
Me: Now that is past the 4-7 business days your company has promised
Me: ????
Me: ????
Me: ????
Kayleen: Would you mind waiting a quick moment while I check my records?
Me: yes
Me: I do mind
Me: I've already waited weeks
Me: this is beyond the joke as Im not being compensated for the error your casino has made and Im ready to make a complaint to the LGA
Me: ???
Me: ?????
Me: ????????
Me: ????????????
Me: Are you there?
Me: This is becoming beyond the joke so please direct me to your pitboss
Me: As once again, this is not being taken seriously
Me: HELLO???
Me: ???
Me: ????
Me: ????
Me: ????????????
Me: youve got to be kidding me! I've been awaiting a reply from you for over 10 minutes now
Me: HELLO?
Me: I waited over ten minutes and still got no reply from her. The issue has now come to patience's end.
Tiffany: I have read it and I see that she was disconnected from her chat, I do apologise on her behalf.
Me: I am now irrate, angry and very dissapointed at the process of the delayed withdrawal totalling €800 as it has been 8 business days and your casino promise is 4-7 days
Tiffany: I am just going through my records I will be with you shortly.
Tiffany: Thank you for your patience.
Tiffany: These are the details that show when the funds where allocated and to which card: Amount: 800.00
Card Type: Credit Card
Card Brand: VISA
Card Number:
Card Holder:
Me: As I said, withdrawal details on my account states that withdrawal was made on the 15th after requesting it to be flushed as I waited 2 days and nothing was happening and it was still available to me for reversal. then it was cleared 17th and email sent to me on the 18th but funds were not processed till the 22nd
Tiffany: Please understand that our finance department only work normal working hours.
Me: your casino has broken it's promise to me once again
Me: yes I completely understand that Tiffany
Me: but withdrawal was made on the 15th
Me: and was not processed till the 22nd
Me: that's 6 business days of standard working hours Tiffany
Tiffany: There was a holiday in between the dates hence the delay I do apologise.
Me: what holiday Tiffany that goes over 6 business days?
Me: if you look at the withdrawal it was made on the 15th
Me: and not processed as you have copied and pasted till the 22nd
Me: There's no excuse
Me: furthermore, I had an issue the other day regarding the 40 free spins on avalon which states that it became available on mobile casinop which did not happen but i was compensated with free spins on another game
Tiffany: Please understand that due to the holiday there was a delay and they had to process a number of withdrawals which caused a delay.
Me: but yet i can not be compensated for the delay your casino is causing me for the lenghty withdrawal process
Me: Tiffany, it shouldnt take 6 business days for my withdrawal to be processed
Me: 6 business days from initial withdrawal with a public holiday you can not tell me about in between
Me: what about the other 5 business days?
Tiffany: The funds where allocated on the 18th and it was a weekend in between also
Me: and by the way tiffany we are now on 8 business days total and still no funds in my account and still no compensation for the delay and just pitbosses telling me to be patient and understanding
Me: but on record my withdrawal was made on the 15th - so lets say the public holiday caused the delay and wasnt processed till the 18th - that's still going over the total business days Tiffany
Me: at the end of the day, dont you think I should be receiving some form of compensation for the delay and anger this is causing me?
Me: Tiffany, at the end of the day, it's in black and white. The funds are still not in my account and the delayed processing still exceeds your casino's promise
Tiffany: You where given a bonus to compensate by Jessica
Me: I was given a bonus to compensate for the 40 free spins mobile offer on Avalon mobile on 1st deposit which did not happen
Me: so therefore the compensation was for the bonus spins and not this delay
Me: at the end of the day Tiffany where is my money and tell me honestly what day it was processed?
Tiffany: One moment please
Me: when I log into my account, it shows withdrawal was done on the 15th and Im sure you can see that in black and white
Tiffany: Please understand that when you make a withdrawal it is not processed the same day.
Me: oh and furthermore, i received a gift via email stating I had 25 free spins on deck the halls. Tried to activate it and it's not there. another false promise by your casino
Me: so why is it that I withdrew and it wasnt processed till 4 business days later?
Tiffany: Thank you for your patience Chris.
Me: Lets stick to the question Tiffany as I still havent got a straight answer from you
Me: If you want me to be understanding, answer my questions clearly
Me: it works both ways Tiffany ratehr than going around the answers to my queries
Me: I want solutions
Tiffany: Chris I will not be able to offer you anything you have received a fair amount of bonuses
Me: That's very poor service Tiffany and as well as making me wait over 8 business days to date and still no funds I withdrew in my credit card
Tiffany: The withdrawal was released on the 4th business day.
Me: again I told you 40 free spins issue with was with the avalon offer = bonus spins compensation
Me: now deck the halls bonus not working = no compensation
Me: delay in withdrawal process and funds landing on my account = no compensation
Me: and you cant offer me anything? That's fine, just tell me when my funds will land in my account
Me: exact date it was processed as well
Tiffany: Please note that it will take 4 to 6 working days for the funds to reflect on your card and it was released on the 22 to your card
Me: we are now on 5 days even though the withdrawal was made on the 15th. Do you see my issue here?
Me: so initial withdrawal was 15th, not processed till the 18th and released on the 22nd?
Me: and todays date is the 24th
Tiffany: Chris please refer to the terms and conditions when you make a withdrawal it goes to a 24 hour pending period.
Me: I didnt sign up for this. can you see my anger?
Tiffany: And also this was your first withdrawal audit are done on every withdrawal that is made.
Me: pffft audit explanation is just poor as I went throught the verification process and got everything you requested and i was verified straight away
Me: So Tiffany, regardless of audits, processes, releases and t's and c's it's still started on the 15th and it is now the 24th
Tiffany: I'm going to send you a link to the terms and conditions, one moment please.
Me: what does the audit entail? 3 business days to verify what exactly?
Me: I dont need it Tiffany
Me: Ive read it
Me: we can argue all night Tiffany but I will be making a complaint to LGA
Me: please ensure you email the transcript once this chat is completed
Me: so give me an eta of my withdrawal please as this has gone on long enough
Tiffany: Thank you for your patience.
Tiffany: 6.3 A pending period will apply for all cash-ins (please refer to point 4.5.2 in or General Terms and Conditions for details).
Me: I'm sorry that you have to endure my bluntness but you need to be understanding from my point of view
Me: a reasonable pending period is not 5 business days Tiffany
Me: pending period relates to 24 hours Tiffany
Tiffany: Chris I understand you, however please start counting from the 18 not from the 15 as the withdrawal was only processed on the 18
Me: so the 29th Tiffany?
Me: That's half a month almost isnt it Tiffany?
Tiffany: The 20 and 21st was a weekend those dates are not regarded as business days.
Tiffany: It takes 4 to 5 working days for the funds to reflect on your card.
Me: Tiffany, i have accounts on
32red, dash, casinoluck, redbet, whitebet, and I completely understand the withdrawal process. Those casinos have not taken as long as crazyvegas has
Me: So you can understand that I am not new to this and excuses dont work with me
Me: you're asking a microgaming player to be patient for half a month
Me: frankly that's just delaying a withdrawal at the end of the day
Me: again, i will be making my complaint to LGA formal now as even your bonus email marketing does not work
Tiffany: Chris this was also your first withdrawal.
Me: yes and my first withdrawal at the above casinos only took 3 business days from withdrawal
Me: the dates are as follows 15th 17th 18th 22nd
Me: we've spoken about this already.
Me: a first withdrawal from redbet only took 1 business day to land back into my account Tiffany
Me: dash and 32red only took 3 business days and that included the 24hours available for reversal
Me: PLEASE ALSO NOTE THAT I REQUESTED THE MONEY TO BE FLUSHED AS IT HAD BEEN THERE SINCE THE 13TH
Tiffany: Chris I have given you our terms and conditions to you.
Me: Tiffany I'm done talking to you
Me: please send this transcript to my email address
Tiffany: You may copy the chat.
Me: what date can I expect my funds?
Me: No Tiffany, I am requesting the transcript to be sent to my email address
Tiffany: It was released on the on the on the 22 to your card it takes 4 to 5 working days for the funds to reflect.
Tiffany: Please could you confirm your email address.
Me:
Me: released on the 22nd from the initial withdrawal ont he 15th
Me: shame on you and your company Tiffany
Me: If youre going to argue with me Tiffany, dont waste your breath
Tiffany: It was processed on the 18 because of the holiday and released on the 22.
Me: Tiffany, it's on record that the withdrawal was made ont he 15th. Launch playcheck which I am sure you have done. It shows you there
Me: anyways, have you sent the transcript of this chat to my email address yet?
Tiffany: It will be sent at the end of the chat.
Me: ok good bye Tiffany
Tiffany: Chris also please note that Australia is also 12 hours ahead of us.
Tiffany: The time difference is a factor too.
Me: which means that the playcheck record was from the 14th
Me: yes I am completely aware of this
Tiffany: No the time you made the withdrawal our finance department had already left for the day.
Me: but even though it records on the 15th? I think Im on your time when I am playing in your casino
Me: at the end of the day Tiffany, look at the bigger picture. It's still weeks ago
Tiffany: They did not come in the next day to due to the holiday here
Me: Just stop trying to justify it
Tiffany: Chris you looking at the days and you are including weekends
Me: 1 week is equal to 5 business days
Me: 8 business days is still a week and a half
Me: regardless of how I look at it Tiffany, it's still processed on the dates that are in black and white
Me: Just quit trying to justify the nonsense. You're starting to sound quite niaeve
Me: naive*
Tiffany: Since the withdrawal it has only been 3 working days and it was released on the 4th day.
Me: By the way Tiffany, the withdrawal was still made on the dates that are in black and white. Regardless of a public holiday in your country, a business day is still a business day. Business days are Monday to Friday
Me: 15th to the 19th Tiffany will always be 5 business day
Me: "it was released after the 4th day
Me: "it was released after the 4th day" - IT SHOULDVE BEEN RELEASED AFTER 24 HOURS
Me: good bye Tiffany. Please ensure this transcript is sent to my email address
Tiffany: I have sent it to you.
Me: but you said it cant be sent till I end chat????
Me: shame on you Tiffany
