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Casino Complaint Luxury Casino from Casino Rewards - Slow Payout Withdrawal - DAY 7

Discussion in 'Casino Complaints - Non-Bonus Issues' started by st0rm0r, Jan 27, 2016.

    Jan 27, 2016
  1. st0rm0r

    st0rm0r Dormant account

    Occupation:
    it
    Location:
    UK
    Dear All,

    I have an account with LuxuryCasino.co.uk (part of casino rewards group). I requested a withdrawal for £4,800 eight days ago, and it has still not been paid.

    I have repeatedly contacted customer services, only to be fobbed off by excuses, the latest one being "oh it was a bank holiday yesterday in Australia so we have a backlog"... I've also been told that customer services can't help me, only the "Risk Management" department. Risk Management are not available on the 'phone. I've repeatedly emailed them but they have not replied. I really don't know what else I can do now, expect go to the Gambling Commission in the UK, with whom this company is registered.

    I must note that there was no bonus involved and I actually lost money. The withdrawal amount is less than my original deposit, and I am withdrawing using the same method I deposited with. I have complied with all their ID requirements and support has confirmed that my account has been verified.

    I have PM'd the rep just now informing her of this complaint as per the forum's rules.

    Regards,
    Lee.
     
  2. Jan 27, 2016
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I wouldn't stress it too much yet - adding in the weekend and holiday, 5 days isn't beyond the scope of reasonable espec if first withdraw. If it's bumped to the security team, it's beyond the scope of CS (and an acct can be flagged for any number of reasons).
    If the rep doesnt respond, or the answer isn't favourable, then worry. Let the rep get back to you in a reasonable time frame and go from there
     
  4. Jan 27, 2016
  5. konectime

    konectime Banned User - douchebag spammer

    Occupation:
    Work
    Location:
    Mauritius
    Online Casinos

    If you are a Casino Player, you will get all what you need on <snip>
     
    Last edited by a moderator: Jan 27, 2016
  6. Jan 27, 2016
  7. st0rm0r

    st0rm0r Dormant account

    Occupation:
    it
    Location:
    UK

    Thank for your reply. I checked my records and we are now into DAY 8.... I have had withdrawals in the past for similar amounts... Thanks for a great forum....

    Cheers,
    Lee
     
    1 person likes this.
  8. Jan 27, 2016
  9. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    reported
     
  10. Jan 27, 2016
  11. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    This is nothing new with a Casino Rewards brand, they operate from Sydney so always a day ahead and they shut down completely early on Friday for the weekend. You will get paid, in full, but may take up to 7 working days (maybe a few days longer if using a debit / credit card)
     
    1 person likes this.
  12. Jan 27, 2016
  13. st0rm0r

    st0rm0r Dormant account

    Occupation:
    it
    Location:
    UK
    Ok, but why does Bet365 pay withdrawals within 10 minutes, and they only made £400,000,000 profit last year. Perhaps they are doing something right?
     
  14. Jan 27, 2016
  15. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    It's true, it was a national holiday recently in Australia. It was "Australia Day."
    But, I contacted Casino Rewards recently and I was told that they are no longer an Australian company. So, someone's got their information wrong, either me or them.
    Another creepy thing about Casino Rewards is the person who I was talking to was at "Vegas Joker" casino, I never gave them my email details yet, after my conversation I got an email FROM Vegas Joker about 15 minutes after the conversation; it's far too coincidental. My best guess is that they know my IP address from my previous visits.

    If you ask me Casino Rewards are an extremely suspicious group.
     
  16. Jan 28, 2016
  17. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    The rep. for Casino Rewards contacted me about my comment.

    She said:
    "Casino Rewards is indeed run out of Australia.

    Vegas Joker Casino is no longer owned by Casino Rewards but is owned by Joker Rewards (from memory that is their name), and is not an Australian company. This is likely where the mix up has occurred."


    I said I will correct my comment but upon further inspection I see no reason to do so.

    My reasoning:
    My information about Casino Rewards no longer being an Australian company came from here:
    You must register/login in order to see the link.
    Then click on "Contact Us" in the top right corner.
    Then click on "Live Chat."

    It was the live chat found here that informed me. I noticed at the top of the live chat box it had written "Vegas Joker."
    I would like information from other members to see if they get the same message "Vegas Joker" at the top of the chat box.

    Because of this, at the very least Casino Rewards shows incompetence. Which to my mind is just as bad as being suspicious.
     
  18. Jan 28, 2016
  19. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    As I understand this, it isnt incompetence nor untruths. Rather, a miscommunication drawn from wording.
    Casino Rewards as I understand isn't an Australian company.
    But it IS run out of Australia - that is, support is outsourced and stationed in Australia - no different than say, live support for phone companies out of India.
    Additionally, it may well be they pool and share support - to that I don't know.
     
  20. Jan 28, 2016
  21. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I think you miss my point dionysus.
    I go to the official Casino Rewards page, their live chat tell me that they are not an Australian company.
    The rep. for Casino Rewards tells me that they are an Australian company. There is no mistake about it.

    To add to that, the live chat representing Casino Rewards on their official webpage is titled as "Vegas Joker."
    According to the Casino Rewards rep. "Vegas Joker" has nothing to do with Casino Rewards.

    It looks like they have bungled up their chat service.
     
  22. Jan 28, 2016
  23. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    No, the rep says "Casino Rewards is indeed run out of Australia. "
    They are. They've offices there. That doesnt mean theyre Australian operated and owned. There's offices for support in Australia. She didn't say, in your quote, they are an Australian company. You posted her quote yourself..."Casino Rewards is indeed run out of Australia. "

    And again, maybe they DO have nothing to do with Vegas Joker - as in, Vegas Joker, is no longer part of Casino Rewards...but were. They may happen to share support out of convenience, what does that matter?
     
  24. Jan 28, 2016
  25. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I can list 2 reasons why it matters:

    1. Vegas Joker and Casino Rewards are giving me conflicting information.
    2. Vegas Joker spammed my inbox and somehow got a hold of my email by dubious means.

    All up I admit, it's not a big deal.
     
  26. Jan 28, 2016
  27. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    What conflicting information? We cleared that up. They're not an Australian company..as you were told.
    They do RUN out of Australia..which you were told.
    That isn't conflicting. That's 2 separate things.
    As to your information - they were part of Casino Rewards so that's probably the database. If they share support, they share information. If they're spamming you, take that up with a Vegas Joker rep or email them/unsubscribe.

    I'm not sure what the issue is, sorry to say.
     
    1 person likes this.
  28. Jan 28, 2016
  29. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I would argue that point.
    The way my mind works is it's either a yes or no question. Either they are an Australian company or they are not.
    I went to Casino Rewards/Vegas Joker chat and they say "No."
    Casino Rewards rep. said "Yes."

    What the Casino Rewards rep. said was: "Casino Rewards is indeed run out of Australia."
    Taking into account the context; my mind doesn't and I doubt any other persons' mind would interpret that statement as being any different from saying it is an Australian company.

    I think we are talking about very small points here. Maybe I should contact the casino rep. to clear this matter up. (I just done it.)
     
    1 person likes this.
  30. Jan 28, 2016
  31. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Ya, I'm not having a go at you petro. :) I'm just reading it differently. ;)
     
    1 person likes this.
  32. Jan 28, 2016
  33. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    @ dionysus
    You seem to think along my lines. How come I've never noticed you up till this point? :D
    You're hogging all my 'Thanks" and "Helpful Posts."
     
  34. Jan 28, 2016
  35. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Lol, I'm old hat around here. Sometimes I just spend time lurking - others, I'm 'all up in yo bi'ness'..so to speak lol.
    Cheers.
     
  36. Jan 28, 2016
  37. st0rm0r

    st0rm0r Dormant account

    Occupation:
    it
    Location:
    UK
    UPDATE ON WITHDRAWAL - DAY 9


    I chatted via Skype with Renee the casino rep, who was very helpful. She made a quick call the relevant guy who quickly sent me this email:


    Dear XXX,

    Just following up on my earlier email to let you know that we have completed those verification checks and removed the restrictions on your cashin. As such, the withdrawal will be sent out in the next batch tomorrow morning.

    I understand this would've been frustrating, so I thoroughly apologise for that delay and the inconvenience caused. I can assure you that there will be no such delays on any future withdrawals at the Casino Rewards network.

    Thanks for your patience, if you have any queries just let me know.

    Thank you and kind regards,

    Rhys
    Casino Risk Management


    I still haven't been paid but will keep you posted....

    Cheers
    st0rm0r
     
    1 person likes this.
  38. Jan 28, 2016
  39. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    First thing i noticed from answer is : "Sending tomorrow "




     

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