More terrible work by Club World

[CANADAMAN99]

I requested a withdrawal 5 days ago which is still sitting in pending. I was told yesterday by unnsupportive and uninformed support that cashiers may or may not be in around the holidays. He was "pretty sure" they would be in today and yet my withdrawal still sits. I am not going to list the reps name because I think it is management to blame.

I have been playing with the club world group for 5 years at least. They have always been my primary group and I cannot recall one time out of those 5 years that I have smoothly received a withdrawal.

What I am writing about is the constant lies I receive from customer support who constantly lie about withdrawal status and reason for delay. Today I asked a support Rep what was going on and why I still had a withdrawal pending from 5 days ago they origionally told me today was a bank holiday. I called their lie and said it wasn't. Then support changed their story to the cashier had come in today but there was such a long list of withdrawals that they couldn't finish the batch.

That's odd because yesterday support said the cashier came in but only " stayed for a few hours" so they could finish up today (if they came in, he wasn't sure)

Why are they allowed to constantly lie to us and constantly stall our withdrawals? Is there nothing about stalled withdrawals and lying to customers in the accreditation rules? There are so many complaints and yet nothing changes, why?

Club world should be ashamed at the amount of lying they have to do to cover up for their cashier. I understand it was the holidays but now we are 3 days past that and still no results. Unless their winners list is pages and pages and pages, which I can guarantee it is not, there is no excuse for this continued delay tactics and lies.

I for one am sick of them. Too bad nothing will ever be done.

 

[colly]

Why are they allowed to constantly lie to us and constantly stall our withdrawals? Is there nothing about stalled withdrawals and lying to customers in the accreditation rules? There are so many complaints and yet nothing changes, why?

.

Hmm WHY- as you stated in your opening paragraph you have been playing with them for 5 years and you have never had a smooth withdrawal!!_ and yet you say they are still your main group- What incentive do they have to change or pick up there standards NIL because players will put up with it and still play there.


As with most things where money is involved- Until you vote with your feet and your money nothing will change.

 

[pumacat]

I think it's only a matter of time before something is done regarding the Club World group of casinos. The staff and members of the casino meister forum are very informative and I'm sure measures are being taken to correct any concerns about this particular group of casinos. It would be crazy for this particular casino group to get lazy and forget they are an accredited casino because IMO the results would spread like a BC wild fire. I'm also sure the rep for CWC will make a statement regarding the recent number of concerns posted by players.

However remember this. No online casino is perfect and they will all have issues. The good ones ( like we all hope CWC is ) will make adjustments and correct issues to better serve their customers while the others will continue to fall deeper into the depths of CM's rogue pit.

 

[CANADAMAN99]

Well said indeed Colly,

I guess I had just hoped that with casinomeister being a regulatory prescense in online gaming, they might have some sway over poor practices in their accredited casino department. On any given week there are many complaints against these guys about the same thing yet they remain accredited.

Im not saying I want them to lose their status but it upsets me that practices like this are acceptable in a moderated gaming community like casinomeister.

You're right though, time to move on.

 

[vinylweatherman]

This time of year is bound to create delays due to the close proximity of 3 bank holidays. Added to this is the desire for many to take a longer break by choosing to take the 3 working days between Christmas and new year as a holiday.

This has probably been made worse by the persistent backlogging of withdrawals suffered at CWC, and it is this long standing problem that needs to be addressed, as it means that withdrawals that would usually have made it through before the break have been held over till after, producing an exaggerated delay.

We have been told that this problem has been sorted out, but it would appear this is not the case. Whatever the reason, we continue to see long pending queues which indicates the volume of withdrawal requests exceeds the capacity of the cashiers to keep up with.

Perhaps CWC have more customers than they can handle, and so those that have a choice (non-US) might consider playing elsewhere until there is substantive evidence that the problems really have been dealt with. The cashiers are not going to be in on Tuesday, and may leave early on Monday for the new year celebrations. Wednesday is the earliest that withdrawals still pending are likely to be dealt with or paid.

Other casinos do not seem to be suffering such problems, however they are not an option for US players, but may be for Canadians.

My withdrawal from GNUF over Christmas was not held up unduly by the double bank holiday, turning up yesterday.

 

[CANADAMAN99]

I think it's only a matter of time before something is done regarding the Club World group of casinos. The staff and members of the casino meister forum are very informative and I'm sure measures are being taken to correct any concerns about this particular group of casinos. It would be crazy for this particular casino group to get lazy and forget they are an accredited casino because IMO the results would spread like a BC wild fire. I'm also sure the rep for CWC will make a statement regarding the recent number of concerns posted by players.

However remember this. No online casino is perfect and they will all have issues. The good ones ( like we all hope CWC is ) will make adjustments and correct issues to better serve their customers while the others will continue to fall deeper into the depths of CM's rogue pit.

You'd think so wouldn't you, yet nothing has been done. I hope you're right but I think we all know that the "no business is perfect" no longer applies to this group. It has become common practice to lie to customers and delay withdrawals. Once in a while would be understandable but everytime is not.

 

[clubworld]

Hi,

This time of year is quite frustrating for banking purposes. As VWM says there are a number of bank holidays and this not only affects the staffing levels in our offices but also our ability to move money through the banks. Funds that we send to processing accounts do not move during bank holidays and we cannot submit payment batches to the banks either.

We have arranged for staff to be available every day throughout the Christmas period and have been making payments at every opportunity, including Christmas Eve.

I understand that this is also very frustrating for you and we will resume processing withdrawals at full speed as soon as the banks and processors open for business again.

Kind regards
Tom

 

[chuchu59]

Hi,

This time of year is quite frustrating for banking purposes. As VWM says there are a number of bank holidays and this not only affects the staffing levels in our offices but also our ability to move money through the banks. Funds that we send to processing accounts do not move during bank holidays and we cannot submit payment batches to the banks either.

We have arranged for staff to be available every day throughout the Christmas period and have been making payments at every opportunity, including Christmas Eve.

I understand that this is also very frustrating for you and we will resume processing withdrawals at full speed as soon as the banks and processors open for business again.

Kind regards
Tom[/QUOTE

While it is understandable that there could be problems in processing w/ds over the festive period I would like to know what criteria you adopt in deciding which w/ds to process first.My 2 w/ds were processed on 27 Jan and I only requested them on the 26th as they stemmed from freebies over X'mas. If Canadaman had requested them 5 days ago his w/d should have taken precedence over mine though the method of payment may have been different.

I believe it is necessary to spell out in more detail what you mean by batch processing. Are they processed in accordance with the time of request or split into the method of w/ds?

 

[robertslots]

totaly agree

I totally agree with you club world has been slowly going from good to bad for the last few years now, and I think its started with the opening of there last two casino they seen to be staff with the same people for all the casinos they run, im seeing tight slots with low payouts pct%, it took me a 30 day wait before they sent me my winnings, that why I stop playing on their sites. they turn into joke.

 

[dinahbrand]

I am sorry to hear about your experience but the excuses for CW will never end. The last effort has been a launch of personal attacks against anyone who complains. Just ignore them which is the tactic I have chosen.

After you get your withdrawal just leave this group. They have been losing players and it will get worse. It is getting to the point where only they believe their lies.

 

[BMWSTACK]

I am sorry to hear about your experience but the excuses for CW will never end. The last effort has been a launch of personal attacks against anyone who complains. Just ignore them which is the tactic I have chosen.

After you get your withdrawal just leave this group. They have been losing players and it will get worse. It is getting to the point where only they believe their lies.

What was the last effort? Last effort for what? Not following you.

I am sure its frustrating having a withdrawal sitting there, but I guess I just expect that this time of year, whether right or wrong.

There are so few good RTG's out there and Clubworld is in that category. I think some of the complaints turn into personal attacks on the casino just like you say they happen against posters. We should all be able to post our complaints here, but they should not get out of hand against either party, unless warranted (im all for a bloodfest), but in the end Clubworld does pay and everybody gets there money so they shouldnt be attacked like a rogue. Of course its a two way street and any casino should go above and beyond to make sure complaints are limited in number and in severity.

 

[anniemac]

The fact that CW cashier is only working a few day/hours during the holidays is nothing new. Even before the UIGEA, they didn't have full staff during the holidays. Back when we could use QuickTender, they also had bank holidays so if all of them were off at the same time, you just had to wait until everyone got back to work.

I have not had any trouble with withdrawals but I am using OKPay and possibly that why my withdrawals are being paid within 12/24 hrs.

My suggestion, for what it's worth, is to PM the Rep here if you have a problem and don't count on CS for anything but the mundane issues. They can't handle anything major and most times they don't know what is going on.

I can say that for me, Tom and Karolina have always been more than helpful.

 

[Nifty29]

I am sorry to hear about your experience but the excuses for CW will never end. The last effort has been a launch of personal attacks against anyone who complains. Just ignore them which is the tactic I have chosen.

After you get your withdrawal just leave this group. They have been losing players and it will get worse. It is getting to the point where only they believe their lies.

What last effort? What are you on about?

 

[dinahbrand]

What last effort? What are you on about?

Go take your nonsense to someone else.

I have been a member here for a number of years and yet I have very few posts. I prefer to read experiences people have and learn from them.

I remember reading posts from from people who first started complaining about Clubworld starting to do things that were shady. I distinctly remember your very nasty replies. I waited to see what would happen and what happened was CW got worse and their shoddy service expanded to more players.

The people you attacked were vindicated and you can no longer shout down their complaints. I am not surprised at your responses but what is surprising is how CW is being given way more excuses than any other casino group I have seen over the years.

You can shout and deny all you want but then there is reality and more players are dealing with reality. As far as i am concerned there is nothing more to say to you because it is clear you have an agenda that does not include dealing with reality.

 

[Seventh777]

In comparison to what those that are lucky enough to play at the likes of the creme de la creme expect when a problem arises, I cannot comment on CWC as I do not play there.....A few days ago on Boxing day at exactly 14:16 GMT I made my 1st deposit of the week at NordicBet, to which I receive an automatic 50% bonus for, on this occasion however it did not get added.

I waited a few minutes and filled in the CS request form with a brief summary of the problem at 14:21, after a brief chat with Pasi he came to the conclusion that I would have to email Ben as this bonus does not have a bonus code, I thanked Pasi for his time and at 14:23 opened my email account and sent a email to Ben, stating I know you are on holiday bud and enjoying Xmas with your family, it's only a trivial matter and was expecting it to be resolved after the holidays and could quite easily live with that.

However, at 14:27 I received an email from Ben stating that he had manually added the bonus and returned the Xmas wishes, even though Ben was at home with his family he managed to resolve this trivial problem 11 minutes after I had initially reported it, not trying to rub noses in it for those to be unfortunate enough to live in a country run by the greediest, "Must get our hands on all their money no matter what, I can't believe they have spare money to gamble online with, invent another tax ffs", bastards this world has ever had the misfortune to spawn - Rothschild's, Rockefeller's, Warburg's etc (oops political rant my bad), far from it, just pointing out the lengths some casino managers will go to, to keep their customers happy, i'm neither a high roller nor VIP at Nordic, but, and it's a huge but, i'm made to feel like one, this was not a far more serious matter - withdrawal problem, but a roughly 50 Euro deposit bonus the system failed to add.

Reported to CS, emailed to a guy whom was obviously enjoying his family break, resolved in 11 minutes, from start to finish.

I thanked Ben very much and apologized for interrupting his Xmas, he punished me for this dastardly deed by giving me yet another comp for my poor run i've had at both Nordic and Maxino the past month or so, the 3rd complete freebie i've had over the last week at both casino's.

There was a reason I remembered the times, I had a friend round whom was sitting next to me as I deposited, as they wanted a look into the remarkable world of online gambling, I stated to them as I opened Live chat, "Watch how quick this gets resolved", new customer incoming lol .

 

[Nifty29]

Go take your nonsense to someone else.

I have been a member here for a number of years and yet I have very few posts. I prefer to read experiences people have and learn from them.

I remember reading posts from from people who first started complaining about Clubworld starting to do things that were shady. I distinctly remember your very nasty replies. I waited to see what would happen and what happened was CW got worse and their shoddy service expanded to more players.

The people you attacked were vindicated and you can no longer shout down their complaints. I am not surprised at your responses but what is surprising is how CW is being given way more excuses than any other casino group I have seen over the years.

You can shout and deny all you want but then there is reality and more players are dealing with reality. As far as i am concerned there is nothing more to say to you because it is clear you have an agenda that does not include dealing with reality.

The reality is that you're blaming CWC for your own poor choices I.e. reversing and losing your withdrawal.

The only error they made was not paying your cashout fast enough.

It's not a reason to call them "shady" and "liars". Yes, CWC have some issues at present with processors, but they resolve all issues and certainly don't deserve being ragged on by someone who is obviously upset about their own gambling losses.

 

[chuchu59]

The reality is that you're blaming CWC for your own poor choices I.e. reversing and losing your withdrawal.

The only error they made was not paying your cashout fast enough.

It's not a reason to call them "shady" and "liars". Yes, CWC have some issues at present with processors, but they resolve all issues and certainly don't deserve being ragged on by someone who is obviously upset about their own gambling losses.

I believe any player is entitled to an opinion and apportioning some blame to CWC when they 1/ seem to be stalling payments as in the op's cxase and 2/ paying only Dinah's smaller w/d and leaving the bigger one intact with no reasons whatsoever. You are certainly a believer of yourself as you are the one apportining blame to Dinah and view her as being unreasonable in presenting her view on CW. To me, she takes responsibility for her losses but wants to bring out the point that CWC is giving her a shove along the way.

Most of us here frown on casinos who entice you to reverse your w/d with reversal bonuses but when it comes to apparent stalling without solid reasons it boils down to the same thing and players will be looking at their w/ds sitting in the cashier which itches them to play. We can take the high moral ground and blame the player for playing the funds back but ultimately the casino must take some blame for not processing the w/d in the normal time frame

I also wouldnt say that CWC is having some issues at present because they have been lingering on for quite some time, initially for USA players and now extended to others as well. Its a worrying trend and if left unchecked things could go drastically astray. Prevention is better than cure mate.

 

[Nifty29]

I believe any player is entitled to an opinion and apportioning some blame to CWC when they 1/ seem to be stalling payments as in the op's cxase and 2/ paying only Dinah's smaller w/d and leaving the bigger one intact with no reasons whatsoever. You are certainly a believer of yourself as you are the one apportining blame to Dinah and view her as being unreasonable in presenting her view on CW. To me, she takes responsibility for her losses but wants to bring out the point that CWC is giving her a shove along the way.

Most of us here frown on casinos who entice you to reverse your w/d with reversal bonuses but when it comes to apparent stalling without solid reasons it boils down to the same thing and players will be looking at their w/ds sitting in the cashier which itches them to play. We can take the high moral ground and blame the player for playing the funds back but ultimately the casino must take some blame for not processing the w/d in the normal time frame

I also wouldnt say that CWC is having some issues at present because they have been lingering on for quite some time, initially for USA players and now extended to others as well. Its a worrying trend and if left unchecked things could go drastically astray. Prevention is better than cure mate.

Well this is where you and I differ Chu.

Stalling IMO is continuing to promise payment over an extended time, using excuses, not reasons, that are obviously bogus. It is not delaying a payout for a day or two during a multiple holiday period.

IMO the casino is never responsible for someone reversing and playing (and losing like dinah). By your reckoning, ANY casino that has pending periods is "enticing players to reverse".....well even 32red is in trouble under your description.

Anyway, I don't want to derail this thread any more. I've explained my POV i.e. that some things CWC ARE responsible for, and some things they are NOT.

 

[me001]

I have had withdrawals pending for a week. After many emails to the cashiers, one was processed, but they left the other sitting. I was given confirmation by a cashier yesterday morning that my withdrawal would be processed by end of day. Of course, it was not and now we are coming up on a weekend and another holiday. I called a supervisor last night and she apologized over and over, but did not offer any valid reason why it was not processed. I knew it would not be processed because this has happened to me before. They promise and then go home knowing that you have no recourse. I have played at CW for 5 years and put tons of money into their casinos. I have now decided to play elsewhere until they have their problems straightened out. I played at 3 dice last night, won $300, and my withdrawal was processed to OK pay within 2 hours. Obviously, CW is not interested enough to satisfy and keep their players and either hire more cashiers or have cashiers work more than a couple hours a day. CW is big enough that they could staff weekends, but again, it must not be that important to them. I should not have to beg for my money and that is why I am done with them.

 

[vinylweatherman]

Well this is where you and I differ Chu.

Stalling IMO is continuing to promise payment over an extended time, using excuses, not reasons, that are obviously bogus. It is not delaying a payout for a day or two during a multiple holiday period.
IMO the casino is never responsible for someone reversing and playing (and losing like dinah). By your reckoning, ANY casino that has pending periods is "enticing players to reverse".....well even 32red is in trouble under your description.

Anyway, I don't want to derail this thread any more. I've explained my POV i.e. that some things CWC ARE responsible for, and some things they are NOT.

The problem with CWC is that players are experiencing odd delays without explanation at all times, not only during the holidays. It is reasonable to expect that Christmas might produce a 3-4 day delay when the normal timeframe is quoted as 24 hours, but holidays are not involved when the same thing happens well away from any UK bank holidays and banking holidays in the players' own countries.

Players are receiving apologies, and the reps do often get things moving again, but things should keep moving anyway. It seems something is broken in the system that causes some withdrawals to just stall until the player starts to kick up a fuss. The reps can find no obvious reason as to why a particular payment has stalled in many cases, so this points to something being broken in the system, coupled with "lazy" cashier staff who don't proactively check for stalled payments and push them along.

We are told that every working day, the entire list of pending withdrawals is checked and those that can be paid are paid. If this were true, many of the problems reported would not ocurr, and delays would be confined to US players as processors were being managed. There is no reason for a non-US player to not have their withdrawal moved from pending to processing on the next working day where their chosen method is an eWallet. Even card and bank withdrawals should be moved to processing as the cashiers are only scanning the list on working days, which are of course days when the banks are open.

Rather than apologies, affected players should press for a case specific explanation each time they are driven to approach the rep when their withdrawal seems to get stuck in pending. PAB if necessary so that Max and Bryan have the opportunity to gather data as to the causes of these delays, and whether it is reasonable for CWC to retain it's accredited status, or it's rating be adjusted.

When enough data has been gathered, it should become clear what part of the process has become broken, and why.

 

[Nifty29]

The problem with CWC is that players are experiencing odd delays without explanation at all times, not only during the holidays. It is reasonable to expect that Christmas might produce a 3-4 day delay when the normal timeframe is quoted as 24 hours, but holidays are not involved when the same thing happens well away from any UK bank holidays and banking holidays in the players' own countries.

Players are receiving apologies, and the reps do often get things moving again, but things should keep moving anyway. It seems something is broken in the system that causes some withdrawals to just stall until the player starts to kick up a fuss. The reps can find no obvious reason as to why a particular payment has stalled in many cases, so this points to something being broken in the system, coupled with "lazy" cashier staff who don't proactively check for stalled payments and push them along.

We are told that every working day, the entire list of pending withdrawals is checked and those that can be paid are paid. If this were true, many of the problems reported would not ocurr, and delays would be confined to US players as processors were being managed. There is no reason for a non-US player to not have their withdrawal moved from pending to processing on the next working day where their chosen method is an eWallet. Even card and bank withdrawals should be moved to processing as the cashiers are only scanning the list on working days, which are of course days when the banks are open.

Rather than apologies, affected players should press for a case specific explanation each time they are driven to approach the rep when their withdrawal seems to get stuck in pending. PAB if necessary so that Max and Bryan have the opportunity to gather data as to the causes of these delays, and whether it is reasonable for CWC to retain it's accredited status, or it's rating be adjusted.

When enough data has been gathered, it should become clear what part of the process has become broken, and why.

FYI the vast majority of delays at CWC relate to US players.

Canadaman didn't indicate the withdrawal method, but I would assume it isn't the major ewallets as I've been receiving my cashouts like clockwork via those options. If it is bank wire or cheque, it might explain the delay, as the bank holidays would have a big effect on those currently. Additionally, I remember reading some time back that wires and cheques are sent in batches twice weekly, which would have an effect also.

I'm surprised the OP hasn't tried another cashout method if they've had issues for years.

I'm also surprised that anyone is expecting live chat reps to know exactly what the cashiers are doing and what is being done at the banking and backend. It's unreasonable for them to know everything. The best method is to email the appropriate department. The live chat reps are damned if they say they don't know, and damned if they suggest a reason. Just like one can't expect the cashiers to know about what the promotions team are doing, or the promotions team to know how the cashiers are doing their work etc etc.

Nobody is telling lies. It's a very serious accusation, and I'm not seeing anything to substantiate it, besides being given incorrect or unclear information, which is a far cry from lying.

 

[billy_g22]

FYI the vast majority of delays at CWC relate to US players.

Canadaman didn't indicate the withdrawal method, but I would assume it isn't the major ewallets as I've been receiving my cashouts like clockwork via those options. If it is bank wire or cheque, it might explain the delay, as the bank holidays would have a big effect on those currently. Additionally, I remember reading some time back that wires and cheques are sent in batches twice weekly, which would have an effect also.

To start off, I am a US player. However my withdrawal method is through OK pay. I actually have quite a few pending withdrawals with Buzzluck that should be coming in weekly installments.

I want to also say, that while I'm not replying as a complaint but more to share my experience to help clarify the situation people are having, clearly I'm not exactly pleased.

My first withdrawals were made on 12/8/12 through OKpay. There is a $4000 a week limit which is pretty clear. As of 12/13 I had not received any word on my withdrawal so I inquired with live chat and was told my withdrawal would be processed the next morning. Which it was.

My thinking here would be I should be receiving my $4000 every Friday after that so I waited until the next Friday (12/20) before I really expected my next withdrawal. Which did not come. In my mind, I really almost expected this with probable half days for Christmas and figured I would see something this week after the holiday. I still have not received another payment even after contacting live chat again and being told I would be contacted by the cashier either Thursday 12/27 or Friday 12/28. Hoping at this point to receive something after the New Year.

Club World group is actually one of the only ones I will play at. I really don't have much bad to say about them throughout my years playing at their casinos. Though at times, I have had some frustrations around the holidays for sure. At this point, I should be expecting my 4th installment payment next week and because of the delays, I will only be hoping to receive my 2nd installment. And had to inquire to receive my first payment.

Again, with my experience this is not the norm with this group. Yet still it's pretty frustrating receiving my pretty OK pay ATM card and not getting the chance to use it!

 

[swampwitch]

For what it's worth, my experience with Club USA this holiday has been nothing but positive. I redeemed the free Christmas $50, made playthrough and cashed out the max $500 via check on Christmas Day. I emailed the 27th to ask how long before it left pending, received an email within half an hour saying they were short staffed for the holiday, but the inquiry would be forwarded to the cashier and if my docs were up to date the cashout would happen soon. Just for shits and giggles, I went ahead and sent in updated docs, and received notification of approval within an hour. Yesterday the cashout was approved and taken off pending, and received notice that my check was on the way.

We'll see how long it takes to get the check, but so far so good. I feel bad for anyone who may be legitimately messed with, but I can honestly say I've never had a problem with this group that wasn't cleared up promptly.

 

[same_old]

HI all,

Nifty, VWM and Chu have all valid points and this is a topic of conversation that has been going on here for years at Casinomeister.
A proffesional outfit Would be in constant communication with all it's internal departments such as Marketing, Accounts,Customer Service and Management on a DAILY basis, heck even hourly on occasions and cases like this would not occur as much.
Canadaman,Billy-G and other USA customers have some very valid points in there complaints and an organisation like CWC should see this and know it is a trend that is going on with them. they should not have to resubmit withdrawals of $4000 each week if they don't want to. It should be upto the casino to pay weekly either through accounts keeping a reminder or implement software that tells them weekly of the clients with $4000 or more.
The casino should be informing people by email if there maybe delay's over the Xmas period due to being short staffed and the public holiday's etc
They need to start allowing clients to flush withdrawals upon request and not let them touch the funds and this will stop customers playing the money back- it shows a good gesture on the casino's behalf and doesn't look like they want to have the customer play the funds back. It basically eliminates the whole problem right there.
When I worked at Centrebet we had a team of 9 people in accounts that worked 8am-5pm Monday through to friday, two on Saturday and one on Sunday just to make sure they were always upto date on withdrawals and deposits. If more was needed during the busy periods then more would come in. This is what CWC need to do. if there is such a long batch they need to compensate before hand.
It is frustrating enough for the American player as it is Nifty so it would be nice to understand and sometimes sympathize with what they are going through and the casino's that cater the USA clientele should see this and try to accomodate them more. Look at 3DICE you don't see this type of stuff happening with them for the USA player as they value the customers.

Do I think the Customer service team lie, well yes, on occasions but not by there own doing. I bet they have dozens of bad chats and emails from customers daily. I'm sure the team leader or accounting team would tell the CS team something which they would relay to the customer and wouldn't end up happening. The other thing would be the customer is that upset on live chat that they are basically demanding where and whats going on with the withdrawal- the CS rep would just tell them anything they could with little information they have. it isn't the customer service teams fault- they really do not have any power over withdrawals etc- they basically do emails,live chat and can see into the clients account internally- and who knows what you can see there.

Overall this IS the casino's own doing here they need to put more counter measures in and it would not happen on such a large scale, again your example is 3DICE casino, a VERY proffesional outfit that always looks out for things like this.

Regards,

Same_old

FYI the vast majority of delays at CWC relate to US players.

Canadaman didn't indicate the withdrawal method, but I would assume it isn't the major ewallets as I've been receiving my cashouts like clockwork via those options. If it is bank wire or cheque, it might explain the delay, as the bank holidays would have a big effect on those currently. Additionally, I remember reading some time back that wires and cheques are sent in batches twice weekly, which would have an effect also.

I'm surprised the OP hasn't tried another cashout method if they've had issues for years.

I'm also surprised that anyone is expecting live chat reps to know exactly what the cashiers are doing and what is being done at the banking and backend. It's unreasonable for them to know everything. The best method is to email the appropriate department. The live chat reps are damned if they say they don't know, and damned if they suggest a reason. Just like one can't expect the cashiers to know about what the promotions team are doing, or the promotions team to know how the cashiers are doing their work etc etc.

Nobody is telling lies. It's a very serious accusation, and I'm not seeing anything to substantiate it, besides being given incorrect or unclear information, which is a far cry from lying.

 

[skiny]

What last effort? What are you on about?

Go take your nonsense to someone else.

I have been a member here for a number of years and yet I have very few posts. I prefer to read experiences people have and learn from them.

I remember reading posts from from people who first started complaining about Clubworld starting to do things that were shady. I distinctly remember your very nasty replies. I waited to see what would happen and what happened was CW got worse and their shoddy service expanded to more players.

The people you attacked were vindicated and you can no longer shout down their complaints. I am not surprised at your responses but what is surprising is how CW is being given way more excuses than any other casino group I have seen over the years.

You can shout and deny all you want but then there is reality and more players are dealing with reality. As far as i am concerned there is nothing more to say to you because it is clear you have an agenda that does not include dealing with reality.

I didn't think that was a nonsensical question. I didn't understand the comment about the last effort either. I have absolutely no love for CW but when you start talking about personal attacks people want to know exactly what personal attacks you're talking about or at least who made them.

The way it was worded it sounded like CW attacking people.

 

[vinylweatherman]

For what it's worth, my experience with Club USA this holiday has been nothing but positive. I redeemed the free Christmas $50, made playthrough and cashed out the max $500 via check on Christmas Day. I emailed the 27th to ask how long before it left pending, received an email within half an hour saying they were short staffed for the holiday, but the inquiry would be forwarded to the cashier and if my docs were up to date the cashout would happen soon. Just for shits and giggles, I went ahead and sent in updated docs, and received notification of approval within an hour. Yesterday the cashout was approved and taken off pending, and received notice that my check was on the way.

We'll see how long it takes to get the check, but so far so good. I feel bad for anyone who may be legitimately messed with, but I can honestly say I've never had a problem with this group that wasn't cleared up promptly.

This is a forseeable factor, so measures should have been put in place long before in order to minimise the disruption. Many busineses hire additional staff to deal with known peaks in demand. Not doing so creates a bad impression and can lose them regular customers, not just those there for the holidays.

However, it seems they are permanently "short staffed" as there are regular complaints about the pending queue growing to a week or more. It is a permanent overload situation that needs a long term solution, not occasional "sticking plaster" solutions when the weight of discontent reaches a certain level.

The failure to pick up recurring payments without the need for the player to prompt is another indication that there are too few staff to do a proper job, and that the task of checking for recurring weekly payments and promoting them to the processing stage is sometimes getting skipped.

This is down to management, who need to go down to the offices and find out what is REALLY causing the problems, not just whip out their calculators and pronounce that staffing is sufficient to deal with the current workload figures.

 

[slotplayer]

We pride ourselves on our fast payments and endeavour to process all withdrawals by the next working day, withdrawals will be returned to the payment method used to fund the account wherever possible.

how do you interpret it?

 

[skiny]

how do you interpret it?

en·deav·or


1: to strive to achieve or reach

2: to attempt (as the fulfillment of an obligation) by exertion of effort.

It doesn't mean we will. It means we will try. The question is how hard are they trying?

 

[chayton]

I also cashed out on a free chip on Christmas morning - I was prepared to wait until after New Years to get paid, but got a notification from Moneybookers on the 27th that the funds had arrived.

But before I cashed out I went to live chat to speak to someone and I have to say that it was like talking to a wall. I've never ended up meeting wagering with money over so wasn't sure what to do with the excess, whether I should withdraw the full amount so they could remove it and the bonus or just withdraw the max and bonus and leave the excess in the account so they could remove it. I asked in chat, and the response was "I see you already claimed this bonus" I went through it again, that I'd claimed it and made playthrough etc etc, and then they replied, "It will be removed."

Seriously, the last few times I've had to deal with anyone in live chat it feels like I'm in an Abbot and Costello bit.

 

[just play]

At least some of you can complain about a withdrawal, I never get to see how long it takes them.

Took 100% match, started with $120 (1,800 PT) Most play was 20-25cent, I did a bit at 40-50cent never higher.

Got down to $5, checked to see how much I had left to wager...$1,378

This is my RTG play ALL the time. I'm going to stop depositing so much, it's really not worth it, might as well just throw the money out my window, I will have just as much fun watching it blow away in the breeze.

 

[chuchu59]

At least some of you can complain about a withdrawal, I never get to see how long it takes them.

Took 100% match, started with $120 (1,800 PT) Most play was 20-25cent, I did a bit at 40-50cent never higher.

Got down to $5, checked to see how much I had left to wager...$1,378

This is my RTG play ALL the time. I'm going to stop depositing so much, it's really not worth it, might as well just throw the money out my window, I will have just as much fun watching it blow away in the breeze.[/QUOTE

Your luck on normal slots is so bad you might as well have a fling at the progressives. At least the RTP might be a wee bit higher.

 

[LHofsdal]

Question...

Without trying to step on anyones toes here or insulting anyone, the delay in processing withdrawals has been happening for some time now. We have heard every excuse under the sun from the casino and some excuses used way to many times IMO.

If I remember correctly, the same thing happened last year with this group at this time. And threads were started and became very long.But here we are a year later reading alot of the same things, has nothing been learned from last year?

I would like to know if it is possible for the casinos to move from pending to a in progress stage so that even though the withdrawal is not processed it can not be reversed after the stated pending time? That way the withdrawal shows that is not still pending and can not be reversed and that might cut back on some of the complaints. The way the system works now if you want to reverse say 50 dollars of your withdrawal, you have to reverse the whole thing request the withdarawl again, then wait the full pending period all over again.

It is just a thought but is it something that can possibly be done?

LH

 

[chuchu59]

Lori,

As with the saying 'where there is a will, there is a way'. RTG has recently stepped up the plate with refinements in the tournaments lobby and introduced 'free spins' which is not long after they added a function that blocks the disallowed games whilst playing with a bonus. If this is an issue with the RTG cashier surely they can sort it out with the software provider. If this stems from the casino's end where I do think its the processor's problem they either change processors or sit down for talks to sort it out. They are holding out as long as they can and hoping people will say these are only current problems. What a laff.

 

[Nifty29]

Without trying to step on anyones toes here or insulting anyone, the delay in processing withdrawals has been happening for some time now. We have heard every excuse under the sun from the casino and some excuses used way to many times IMO.

If I remember correctly, the same thing happened last year with this group at this time. And threads were started and became very long.But here we are a year later reading alot of the same things, has nothing been learned from last year?

I would like to know if it is possible for the casinos to move from pending to a in progress stage so that even though the withdrawal is not processed it can not be reversed after the stated pending time? That way the withdrawal shows that is not still pending and can not be reversed and that might cut back on some of the complaints. The way the system works now if you want to reverse say 50 dollars of your withdrawal, you have to reverse the whole thing request the withdarawl again, then wait the full pending period all over again.

It is just a thought but is it something that can possibly be done?

LH

AFAIK it is not possible to flush withdrawals with RTG software.

I'm happy to stand corrected of course, but this seems to be the ever-present problem.

In the end though, if one can't resist reversing for a day or two, then payout delays etc are the least of their problems IMO. It has been a well known issue since year dot, and anyone familiar with RTG (which would be most members) would know that cashouts remain reversible until they are processed. So, surely one could (and many do) come up with an action plan to deal with the situation, such as uninstalling or having a loved one change their password or do something outside the house or computer area etc....there's actually a lot one can do.

Seriously though, if one can't control themselves, I don't see why the casino should be totally responsible.

Of course, it would be great if RTG introduced flushing, but I doubt it will happen. If they were going to do that it would have been done years ago.

So, one can either deal with the status quo, or vote with one's feet.

IMO CWC have grown too quickly, and not modified it's processes and staffing to meet the extra demand. In my experience, I'm paid in 24-48 hrs every time via ewallet. Other payment methods may be different.

Bottom line....they're not liars and not shady....they just need to improve their internal and external communications and processes.

 

[slotplayer]

en·deav·or


1: to strive to achieve or reach

2: to attempt (as the fulfillment of an obligation) by exertion of effort.

It doesn't mean we will. It means we will try. The question is how hard are they trying?

thanks but I did know the meaning.
its the other part "we pride ourselves on fast payments", based on what?

 

[LHofsdal]

AFAIK it is not possible to flush withdrawals with RTG software.

I'm happy to stand corrected of course, but this seems to be the ever-present problem.

In the end though, if one can't resist reversing for a day or two, then payout delays etc are the least of their problems IMO. It has been a well known issue since year dot, and anyone familiar with RTG (which would be most members) would know that cashouts remain reversible until they are processed. So, surely one could (and many do) come up with an action plan to deal with the situation, such as uninstalling or having a loved one change their password or do something outside the house or computer area etc....there's actually a lot one can do.

Seriously though, if one can't control themselves, I don't see why the casino should be totally responsible.

Of course, it would be great if RTG introduced flushing, but I doubt it will happen. If they were going to do that it would have been done years ago.

So, one can either deal with the status quo, or vote with one's feet.

IMO CWC have grown too quickly, and not modified it's processes and staffing to meet the extra demand. In my experience, I'm paid in 24-48 hrs every time via ewallet. Other payment methods may be different.

Bottom line....they're not liars and not shady....they just need to improve their internal and external communications and processes.

I know RTG doesn't flush withdrawals but something just short of flushing I guess is what I am asking. To put something in place that "locks" the withdrawal up without being processed. Or have a way to reduce the amount of the withdrawal without having to reverse the whole withdrawal and having to start the whole process over again.

I see what you are saying Nifty, and I am not trying to defend anyone's actions or insult anyone, but when you put in for a withdrawal and DO wait the amount of time that the casino states, it is very frustrating to log in and see your withdrawal still pending. In the case of Dinahbrand, they had 2 withdrawals pending at the same time, and only one was processed and the other not without any explanation. IMHO there is no viable excuse for that.

From Dinahbrands post, I got the feeling that there was already a not so good history between them, and this just caused them to have more bad feelings towards them. Then when they did inquire about it they were told to change the method of withdrawal and that it be instant. Then they find out it would more than likely not be processed until after the first of the year. I can see their frustration. Like I said in my other post, this happened last year at this time and I see that nothing has changed or anything learned from all the complaints last year.

Yes, I think they do need to improve on communication, and again that has been something people have complained about for a long time, and nothing seems to be improving with that either. That is something CWC's has to take full responsibility for, because it is their fault communication has not improved no one elses.

The OP of this thread made their post on 12/28 and their withdrawal was pending for 5 days. They did inquire about the withdrawal but was never told that it might be after the first it was going to be processed. Where other players were informed of this. They were told a couple of different reasons, but not that it could take over a week to be processed.

I think that if there was a way to "lock" these pending withdrawals, so that they could not be reversed we would see a lot less complaints, and if the CSR's could all be on the same page, we wouldn't have so many players thinking they are being lied to. No one likes to feel they are being lied to, especially when it involves their money.

LH

 

[skiny]

thanks but I did know the meaning.
its the other part "we pride ourselves on fast payments", based on what?

What ever the hell they think is fast, I guess. lol