- Joined
- Mar 16, 2012
- Location
- Scotland
I joined Klaver Casino, a predominantly Dutch facing casino, between Xmas and New Year after i was enticed by their 100% first deposit bonus with WR of 25xbonus.
Deposited 90 Euros via Neteller, claimed my bonus via livechat, while also setting deposit limits and 5 minutes later I had a starting balance of 180 Euros. I was down to about 15 Euro at one point and got very lucky and managed to meet the WR with over 450 Euros in my account.
I then went to withdraw 450 Euro but the only option available to me was bank-wire. I checked with live chat and they advised this was the only option currently available for Neteller depositors. I filled out the bank details (IBAN, BIC code etc.) and withdrew the 450 Euro and it was placed in a pending period. I asked for the funds to be flushed so i could not reverse but this option was not available. I was advised that the withdrawal would be approved and processed the next morning at 10am, on the 28th, and it was.
Because of the holiday period I thought it would allow a bit longer for it to reach my account. After 6 working days it still had not hit my bank account. I checked with live chat and they were surprised that it hadn't reached my account. They asked me to wait a couple of more days as it may have been delayed due to the holidays but assured me the money had left their account and sent to their payment processor Envoy. A couple of days later still no money. Klaver then contacted their payment processor, but advised it would take up 2 workings days for them to respond as per their support agreement with Envoy. 2 days later Envoy responded and advised that they had tried to send the money but "BANK OF BENEFICIARY IS NOT REACHABLE". In addition they said "The SEPA route was rejected, however with International route the payout should be successful." After 2 hours of receiving the email from Klaver support with Envoy's feedback the money was in my account!
Throughout the whole time I was supported by Jan from the Klaver casino live support. Jan was great, reassuring me that the money would be paid and constantly kept me updated via email and live chat. Klaver Casino were very surprised that there had been an issue and to make up for the delay they gave me 25 Euros free chip and 2 bonus match offers that i can claim at any time.
I hope Klaver Casino try to become accredited on CM, they showed real customer service, handled the situation in a professional manner and are a credit to the online casino industry.
Thanks Jan & Klaver Casino, I will be back!
Deposited 90 Euros via Neteller, claimed my bonus via livechat, while also setting deposit limits and 5 minutes later I had a starting balance of 180 Euros. I was down to about 15 Euro at one point and got very lucky and managed to meet the WR with over 450 Euros in my account.
I then went to withdraw 450 Euro but the only option available to me was bank-wire. I checked with live chat and they advised this was the only option currently available for Neteller depositors. I filled out the bank details (IBAN, BIC code etc.) and withdrew the 450 Euro and it was placed in a pending period. I asked for the funds to be flushed so i could not reverse but this option was not available. I was advised that the withdrawal would be approved and processed the next morning at 10am, on the 28th, and it was.
Because of the holiday period I thought it would allow a bit longer for it to reach my account. After 6 working days it still had not hit my bank account. I checked with live chat and they were surprised that it hadn't reached my account. They asked me to wait a couple of more days as it may have been delayed due to the holidays but assured me the money had left their account and sent to their payment processor Envoy. A couple of days later still no money. Klaver then contacted their payment processor, but advised it would take up 2 workings days for them to respond as per their support agreement with Envoy. 2 days later Envoy responded and advised that they had tried to send the money but "BANK OF BENEFICIARY IS NOT REACHABLE". In addition they said "The SEPA route was rejected, however with International route the payout should be successful." After 2 hours of receiving the email from Klaver support with Envoy's feedback the money was in my account!
Throughout the whole time I was supported by Jan from the Klaver casino live support. Jan was great, reassuring me that the money would be paid and constantly kept me updated via email and live chat. Klaver Casino were very surprised that there had been an issue and to make up for the delay they gave me 25 Euros free chip and 2 bonus match offers that i can claim at any time.
I hope Klaver Casino try to become accredited on CM, they showed real customer service, handled the situation in a professional manner and are a credit to the online casino industry.
Thanks Jan & Klaver Casino, I will be back!