Deposit problem at clubworld

taysh075

Non-Gambler
Joined
Jul 23, 2010
Location
New Zealand
Hey everyone. I am having a little issue with ClubWorld. It's not at the complain stage or anything as I've only just PMed the rep but just wanting to know if this has happened to anyone else and how long it took to fix. I went to deposit yesterday (NZ time so around 6am UK time) $100 US to ClubWorld. The processing seemed to get stuck (sort of froze) and no funds had gone into my account so I re-hit the deposit button and started again. This time processing went fine but my card was declined.

I had transferred only enough funds into that account for the deposit because I had the feeling this issue (that I am explaining) had happened last week but with a small amount that I was not sure about (you know the feeling - "I'm sure I only deposited twice there but have three in my bank account"). It was for a small amount and now I might look into it more carefully. Sorry off track.

Anyway, checked my bank account to find the funds had been taken from my bank but had not reflected into my casino account. I contacted chat and they passed on the issue to the cashiers (who of course were not working at that time). I contacted chat later (during working hours - around 9.30am I think) and was told that no progress was noted and that it would take no longer that 24 hours. Of course I assumed this would be looked at as they had the whole working day and I figured missing money would be a customer service priority. This morning (my time - 10pmish UK time) I opened my email expecting a response to my issue to find nothing. Contacted chat and told no progress noted on my account/file. Of course now it's the weekend cashier doesn't work at clubworld over the weekend so I am stuck waiting until Tuesday (NZ time) for either my money back or in the casino.

Personally I don't think this is good enough but don't want to make it a real issue yet as I have only just got to the stage of PMing the rep. I was wondering if this had happened to anyone else and how long it took to look into/fix.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
I've had similar experiences with UseMyFunds, Moneybookers and EWX when I was able to use them, and most of the time it comes down to the processor - they say they sent it and the casino says they didn't get it.

But using a card, I don't know - is there a way to retrieve your history on the card? If you can and it shows a transaction number or code or something with the amount and time, you can forward that on to CW and they can track it easier. If anyone's available to do it on the weekend though that's another issue.
 

dinahbrand

Dormant account
Joined
Aug 25, 2005
Location
USA
Do not count on a response from the rep here.The same thing happened to me around Thanksgiving and it has never been resolved. I was told it could take as long as 30 days. The money just disappeared from my card. CW claimed they only saw it as declined. The card rep told me it was deducted but by law it could be held in limbo for 30 days. I will see in a few more days if it is released or returned. I did a PM to the rep from Clubworld a few weeks ago about this and another issue and never received a response of any type. I have really been a loyal depositor but the new year will not see that continuing. I have really tried to be patient because live chat told me they were experiencing difficulties. But after weeks of giving them the benefit of the doubt I am reaching the limit about a few issues with them.
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
Are ya'll using prepaid cards or your regular bank cards? I have had this happen but the longest I have ever had to wait is 5 days.

Have you called your card issuer and asked them how long it takes for an item to fall off? My bank card only takes 7-10 days at the max. Obviously you have to tell them you purchased something or whatever, not that you are trying to gamble online. LOL!
 

LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
Do not count on a response from the rep here.The same thing happened to me around Thanksgiving and it has never been resolved. I was told it could take as long as 30 days. The money just disappeared from my card. CW claimed they only saw it as declined. The card rep told me it was deducted but by law it could be held in limbo for 30 days. I will see in a few more days if it is released or returned. I did a PM to the rep from Clubworld a few weeks ago about this and another issue and never received a response of any type. I have really been a loyal depositor but the new year will not see that continuing. I have really tried to be patient because live chat told me they were experiencing difficulties. But after weeks of giving them the benefit of the doubt I am reaching the limit about a few issues with them.

If this is truely the case, where the rep has not responded, you should notify the mods or Bryan. This is unacceptable, and it should be brought to someones attention.

LH
 

taysh075

Non-Gambler
Joined
Jul 23, 2010
Location
New Zealand
Yes that's definately concerning about the reps not responding and 30 days seems totally unreasonable to me. What sort of card was this? Anniemac, I'm using a bank visa debit card. At the moment the payment is being held. The hold usually only lasts five days so I am watching it carefully. If it falls off within five days, no harm done (except I didn't get to play :rolleyes:). Am hoping that is the case.
 

dinahbrand

Dormant account
Joined
Aug 25, 2005
Location
USA
I don't want to reveal too many details publicly. It was not a traditional card from a major bank because of reasons we all know but I have used it for a long time without problems.
 

lettingyouknow

Registered
Joined
Feb 24, 2009
Location
ocean
Easy Fix, just happened to me yesterday

I also think I know the card you are using but that has nothing to do with it. Easy fix, go to the card site for the card you used to deposit. It has to be online somewhere, log into your account search your history for the day you made your deposit. It will show that you loaded your card and put $100 on there, it will also show that whatever processor Club World used at the time and froze that took your money. Call the number for the processor on your card history and tell them your money dissapeared they will put this back in your account within 24 hrs.

In my case the phone call took 1 minute i was told the funds would be back in 24 hrs. The next day I got an e-mail from the casino telling me that their processor had frozen and the money was Manually put into my account.

Since you have not called the processor who took your money, when the screen froze, you have not started the ball rolling. The processor will contact the casino and they will go into action.

In actuality the screen does not freeze it flashes and brings up another screen which is hard to see cause it happens fast and it takes you back to the casino cashier and you sit there. Next time if you minimize the casino screen you will see the processor screen open it up and you will see it processing your request.
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
lettingyouknow,

That's what I meant to say only you said it much better. When something like that happens, the casino knows nothing about it and can't help with it.

The bottom line is that it is your responsibility to be pro-active and handle these sort of problems on your end.
 

MyDogMick

Experienced Member
Joined
Sep 5, 2010
Location
USA
I had the same issue on Thursday evening. Spoke to live chat who told me to send an email to support with a screen shot of my credit card statement showing the pending charge. My account was credited today (Monday).
 
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