Dear Bryan...

[max1mike]

Dear Bryan,

is there any way that you can have a sit down conversation,( or even skype or phone call ), with some of the accredited casinos, and get some real, concrete answers as to wtf is going on? and share their responses here?

Seems to me that more and more problems are occurring, especially with US facing casinos, most notably CWC group.

Members here are fortunate enough to have the rep available to us (for what thats worth, many posts go unanswered) , but, most of the rep replies are vague at best, or completely ignore the issues at hand.

It seems to me that if casinos value their accredited staus here, the continual problems would be at least addressed, with more than a "processor problems" reply.

I'm not alone here with many concerns of peoples cards being charged and accounts not credited , payment delays that take longer than haleys comet to show up, and just an all around uneasy feeling.

Maybe yanking the acredited status from some "might" help, but IMHO, I doubt it, as from what I"m seeing, they just dont give a shit about the players, as so far, they can do whetever they want, and we have no recourse from the US.

respectfully yours,

M1M

(reps encouraged to reply as well)

 

[chuchu59]

Mike , you can also post this in the Ask the Casinomeister Section.

 

[max1mike]

---

Mike , you can also post this in the Ask the Casinomeister Section.

Yah. Thanks. I effed up when I posted it. I reported it, so maybe someone will move it.

 

[Nifty29]

I doubt you will attract rep comments with such an accusatory tone, especially CWC, and I wouldn't blame them for giving it a wide berth.

I'm not saying you don't have some fair points, but using terms like "don't give a shit" don't make for a healthly and inclusive discussion.

 

[max1mike]

I doubt you will attract rep comments with such an accusatory tone, especially CWC, and I wouldn't blame them for giving it a wide berth.

I'm not saying you don't have some fair points, but using terms like "don't give a shit" don't make for a healthly and inclusive discussion.

" accusatory " where'd ya get that from? who did I accuse of what?

I don't expect CWC to respond to this thread. (much like they don't with many other threads addressed to them) they can't. they have no defense to what I've put forth.

if you have a problem paying players, for whatever reason...its time to stop accepting those players (and their deposits). period. as far as the "don't give a shit" ...well. they don't. i have voted with my feet. and, guess what? they truly dont give a shit that I am gone, or if more people leave, as new people will fall in to take our place.

funny how so few bitch or complain that 3dice or 32 red didn't pay them..cuz IT DON'T HAPPEN!

CWC and others are resting on their laurels, and its time for it to stop. their accreditation needs to be reviewed, or revoked, asap.

 

[Nifty29]

" accusatory " where'd ya get that from? who did I accuse of what?

I don't expect CWC to respond to this thread. (much like they don't with many other threads addressed to them) they can't. they have no defense to what I've put forth.

if you have a problem paying players, for whatever reason...its time to stop accepting those players (and their deposits). period. as far as the "don't give a shit" ...well. they don't. i have voted with my feet. and, guess what? they truly dont give a shit that I am gone, or if more people leave, as new people will fall in to take our place.

funny how so few bitch or complain that 3dice or 32 red didn't pay them..cuz IT DON'T HAPPEN!

CWC and others are resting on their laurels, and its time for it to stop. their accreditation needs to be reviewed, or revoked, asap.

Accusation #1

(accredited casinos).....from what I"m seeing, they just dont give a shit about the players, as so far, they can do whetever they want,

You accuse certain accred casinos of "not giving a shit" about their players and "doing whatever they want".

Accusation #2

Members here are fortunate enough to have the rep available to us (for what thats worth, many posts go unanswered) , but, most of the rep replies are vague at best, or completely ignore the issues at hand.

You accuse most accredited reps of being vague and/or ignorant of both posts and issues. It is subjective and you have not offered any evidence to back these accusations up (which you should be doing if you're going to make public accusations).

As I said, you may well be right in some of your accusations, but presenting them in the language and style that you did is unlikely to bring any of them to the table.

 

[vinylweatherman]

Rather than worry about getting a reply, US players should see the recent spate of card fraud from similar types of descriptors to those used by casino processors as a warning that this is the end of the road for US players, at least for now.
It suggests that many of the merely "dodgy" processors have vanished, and casinos are increasingly having to resort to using dangerous processors that are completely unregulated, and based in countries with little in the way of effective enforcement or redress. The danger is now manifesting itself through a sharp increase in unexplained additional charges on cards used extensively for online casino purchases.

I doubt the casinos would KNOWINGLY use a processor that would try to steal from players' cards, or who did not have procedures in place to ensure rogue employees could not steal card details. Casinos probably have no way of vetting these newer processors other than taking the risk and waiting to see how many complaints are generated by players.

The only safe way for US players to deposit is at Vegas, direct into their favourite slot machine (other similar resorts are available). In terms of online, any deposit method that can be charged again will not be safe, which leaves things such as direct cash transfer, or one time only virtual card numbers. Even with this, the risk is merely transferred to whether withdrawals will end up back with the player, or vanish with a rogue processor.

 

[Casinomeister]

... is there any way that you can have a sit down conversation,( or even skype or phone call ), with some of the accredited casinos, and get some real, concrete answers as to wtf is going on? and share their responses here?

I have - and as recently as last month. It's a well known documented fact that if you are a player in the US, you will have payment issues. These difficulties change on a daily basis - they are dynamic and complex; US players should be aware of this. I have mentioned this countless times, so have many others.

As for CWC, there was a lapse in service/support when they recently moved offices. That isn't desirable, but understandable. Tom apologized personally for not being on top of the "Tom" thread when it happened - he was involved with family matters at the time. That's understandable as well. These are real people who have real lives who work at the casino - not robots.

Seems to me that more and more problems are occurring, especially with US facing casinos, most notably CWC group.

Members here are fortunate enough to have the rep available to us (for what thats worth, many posts go unanswered) , but, most of the rep replies are vague at best, or completely ignore the issues at hand.

I try to look at this with a sense of balance. They are a very popular brand; the more players, the more issues you might have. When players receive the service and support that they expect, why talk about it? If someone's payment is getting dicked up - loud becomes the squeaky wheel. That's par for the course in any business. If or when someone submits a PAB, it is handled swiftly and professionally.

...Maybe yanking the acredited status from some "might" help, but IMHO, I doubt it, as from what I"m seeing, they just dont give a shit about the players, as so far, they can do whetever they want, and we have no recourse from the US...

The thing is they do give a shit. Just think how frustrating it is for them dealing with payment issues, upset players, etc. Believe me, if they didn't deserve to be in the Accredited Section, they wouldn't be there.

Please rest assured that I am always monitoring what's going on (unless I'm on the road - or on holiday) and I welcome criticisms and/or observations.

 

[Mousey]

I thank CW for apparently adding staff to their Cashier/Finance dept so that now players actually can get some response from that department concerning their WD.

I know USA players are in deep doo when it comes to getting money to/from casinos. Processors go down/disappear/get seized what nows appears to be often, not just occasionally, and PITA delays have become inevitable.

(The following relates to all USA facing casinos.) I realize there are a lot of things we (players) are not (and should not) be privy to in the industry... but here's what worries me... and if it''s none of my business, fine....

Why are there delays paying non-USA players when we (USA) end up at the end of the line waiting for WD to be processed while the casino(s) scramble to find a new processor? Surely to goodness the casinos are not using the same processors for non-USA as USA? If so... something better be changing. Pronto.

Perhaps I am mistaken? Please feel free to correct my (mis)perception. Perhaps players outside USA have and always do get paid lickety split? (Unless there's a problem with docs or other uncommon circumstances, of course).

Edited to add:
You must also see it from our side... How and when do we know we're not dealing with a situation similar to Rushmore? or (heaven forbid) Purple Lounge..... We're told repeatedly it's just a processor issue. Well... that's what Rushmore said... and is still saying.... Do I think CW is going 'down' ... no. But.... how do we know? We don't. We just have to trust CW.

 

[LHofsdal]

Being a US player, and as frustrating as it is, I do realize there are things behind the scenes that I do not know about. With that being said, I do see some of what M1M is saying.

I can see the delays in receiving payments, but I can't see the delays in processing it in a timely manor. I do understand and have stated that these reps are human and have lifes outside of CM, I get that totally. But sometimes reps don't reply to threads and it does get frustrating. Some players get more frustrated when they see a rep has logged in and have not replied to the thread. When they send an email to support they get a generic reply and that is why most members get upset.

I do understand that reps might not reply because to be quite frank, some members come down pretty hard on them. Sometimes it is justified, example Rushmore threads. But sometimes it is not. And I think that is one reason why they might not respond.

I do agree the amount of complaints about CWC has gotten to be many, and have wondered myself if something else other than the move of offices, and holidays are the reasons for these complaints. But I should tell you that Tom, the rep has for the most part responded to my PM's in a timely fashion. The only time he has not replied in a timely fashion is when he is away on vaction. So I don't hold that against him.

What is I think is most alarming to most members is when seasoned members/player post about delays that usually don't post about it. That always raises some questions about a very highly regarded group of casinos. I do understand hic-cups happen, but lately these hic-cups are happening frequently. So I think it is understandable for members here to be asking questions as to why they are happening.

I do belive that the reps for CWC do care about their players, because if they didn't they would not reply to PM's or threads at all. But again I will say it, if a rep knows that they are not going to be around, just make a post that they will be unavailable from this time to that time. I think that would cut down on some of the complaints for lack of replying. And I don't think that is to much to ask.

Being upfront and honest is one thing I always look for with reps. But sometimes that does not happen. Some Reps seem to skirt around the issues that are brought up here in the forums and when these reps make a habit of doing so can you blame any member that does question it? I don't think you can, because members here look out for one another, and that is not a bad thing. Reading some of the complaints from members, and seeing other members complain about the same thing makes me think twice about depositing at some casinos, and I think, if that happens to so many players it is very likely it can happen to me. But when a rep doesn't reply to their complaints it does give off the idea that they do not care. And I think that is why M1M feels the way he does.

Just my 2 cents.
LH

 

[clubworld]

Hi All,

The first indication we get that there is an issue with the withdrawal processors is when our players funds have not cleared to their accounts in the correct timescale. In these situations it would be crazy to continue blindly processing withdrawals until we can be sure the transactions will complete.

As such we investigate, trace the payments and make sure that everything is in fact working before we process another load of payments. Sometimes this process is quick and is unnoticeable to our players; sometimes it takes a little longer.

When these problems arise it is far better that the funds are safe in the casino accounts ready for processing via an alternative method than it is if the money is in transit through the banking networks.

I know that these payment delays are massively frustrating and I would like nothing better than to instant transfer your withdrawals to your card / bank account. From our perspective what could possibly be better than a happy customer with money in their account?

Despite all this, ask one fundamental question - Have any of you ever not been paid?

The answer is no. We have made sure (sometimes at great cost) that every single one of our players receives every single cent that is due to them.

To be sure we are taking a cautious approach to payment processing and it is frustrating that we are not always able to communicate the exact reasons with you. I have to work on the assumption that any information we send out to players will eventually be posted on a public forum. Bryan has our CEO’s mobile phone number and is definitely not shy to use it when he has questions.

With regards to deposits being billed to cards but not credited through to the casino balance, we have processes in place that will ensure that these are automatically identified and manually credited within one business day.

Kind Regards
Tom

 

[chayton]

One thing that might be helpful for members here is if Bryan could increase the amount of storage space that the accredited reps have to store PMs. I've seen several threads started for various casinos - CWC and iNetBet from what I remember - because their message box was full.

If players are already frustrated and then are unable to PM the rep, that just adds to their frustration.

Also please everyone keep in mind that at least 'some' of the complaints that have been appearing around here lately have been from players who were found to be fraudulent.

 

[Casinomeister]

The max stored messages for casino reps was 600 - I've upped it to 700 and will send out a mass PM sometime today notifying the i-Gaming reps to clean out their in/out boxes.

 

[vinylweatherman]

Hi All,

The first indication we get that there is an issue with the withdrawal processors is when our players funds have not cleared to their accounts in the correct timescale. In these situations it would be crazy to continue blindly processing withdrawals until we can be sure the transactions will complete.

As such we investigate, trace the payments and make sure that everything is in fact working before we process another load of payments. Sometimes this process is quick and is unnoticeable to our players; sometimes it takes a little longer.

When these problems arise it is far better that the funds are safe in the casino accounts ready for processing via an alternative method than it is if the money is in transit through the banking networks.

I know that these payment delays are massively frustrating and I would like nothing better than to instant transfer your withdrawals to your card / bank account. From our perspective what could possibly be better than a happy customer with money in their account?

Despite all this, ask one fundamental question - Have any of you ever not been paid?

The answer is no. We have made sure (sometimes at great cost) that every single one of our players receives every single cent that is due to them.

To be sure we are taking a cautious approach to payment processing and it is frustrating that we are not always able to communicate the exact reasons with you. I have to work on the assumption that any information we send out to players will eventually be posted on a public forum. Bryan has our CEO’s mobile phone number and is definitely not shy to use it when he has questions.

With regards to deposits being billed to cards but not credited through to the casino balance, we have processes in place that will ensure that these are automatically identified and manually credited within one business day.

Kind Regards
Tom

What also needs urgent attention is the sharp increase in players who have found a number of fraudulent transactions on cards they have used only for online casinos. These are not charges for deposits that have "timed out" and not shown in their casino accounts, but a string of very peculiar charges that cannot be traced to any deposit, or attempted deposit, to the casino.

These charges are not only getting noticed by the player, but their banks are making the first move in some of the more blatant cases, by identifying the transactions as fraud and then informing the player. This is in some cases causing the banks to take the initiative by recovering, or "charging back" those transactions on behalf of the customer as part of the process of cancelling the compromised card. Since genuine casino transactions are hard to tell apart from the fraudulent ones, they are likely to get charged back as well, and possibly without the knowledge of the cardholder.

It may also trigger a more general investigation by the US banks, and they may find out more than casinos and players want them to.

The whole idea of US facing processors is NOT to draw attention to the transactions, but the recent problems have had the opposite effect, and if the US banks' investigation teams have half a brain, they will realise that the problem is connected to cloaked gambling transactions, and will go looking for more that exhibit similar profiles.

The charges that come from iTunes and Google surely CANNOT be a disguised casino transaction, but an outright fraud using the card details. The question is HOW are so many sets of card details leaking to fraudsters when the cards have ONLY been used with online casinos. The logical answer is that something in the process between cardholder and casino account has been compromised.