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Payout Problems Casinoroom.com

Discussion in 'Online Casinos' started by rf1970, Oct 22, 2015.

    Oct 22, 2015
  1. rf1970

    rf1970 Dormant account

    Occupation:
    online stuff
    Location:
    Vienna
    Hello everyone,

    i would like to share my experience with Casinoroom.com. Unfortunately i have not received a payout for 7700$. I still hope that everything will resolve however after receiving several contradicting informations from their staff i am concernced and alerted. I know that Casinoroom.com has a good reputation in general. I am trying to be as objective as possible. I will follow up on this thread if positive or negative changes occurr.

    1. Between 11-13 October i requested the payout of a total of 7724$.
    2. I was asked to verify my identity which i did. I received the confirmation for my ID Checks on the 15th October.
    3. I continued to play a bit and requested several smaller payouts on 14, 15 and 19 October totalling 1700$.
    4. I received the money from 14, 15 and 19 October quickly and everything went smooth.
    5. I contacted the support to ask what happened with the 7724$ and to confirm that this money is on the way.
    6. Three different people from the customer support told me three different versions of what is the matter:

    - The first one told me that my money has not been processed yet and that they will reach out to the financial department within a few hours and get back to me within 24 hours. I never heard back from the financial department. I checked my spam.
    - The second one told me that my money has been processed on the 15 October and that i should not worry. The money will for sure arrive and it will be most probably this week.
    - The third one told me that he does not know what is the problem and that he cannot reach the financial department because it is a different department than the support department. (Needless to say i was not very happy with the support).

    As mentioned previously i know sometimes errors happen with the marketers. I though the delay might be caused by my ID Check and the transaction therefore was not processed. However, i hope to soon have the money on my account. If so, i will update this thread accordingly.
     
  2. Oct 22, 2015
  3. bowki

    bowki Senior Member

    Occupation:
    -
    Location:
    Germany
    2 people like this.
  4. Oct 22, 2015
  5. rf1970

    rf1970 Dormant account

    Occupation:
    online stuff
    Location:
    Vienna
    Thank you very much for that. I wrote Omar a PM. I will follow up here.

    Edit: Omar already replied to me. I will follow up as soon as there is news.

    Edit II: I received 100 Euros reimbursement. When i reached out to the customer support to ask why i receive this they told me it is because of my waiting time.
     
    Last edited: Oct 22, 2015
  6. Oct 22, 2015
  7. CasinoRoom

    CasinoRoom Official Rep for Casinoroom

    Occupation:
    Customer Support
    Location:
    San Jose
    Hello rf1970, I'm sorry to hear you are experiencing delays, thanks for PM'ing me, I'll look into this as soon as I get your details and bowki thanks for referring him to me.
     
  8. Oct 23, 2015
  9. rf1970

    rf1970 Dormant account

    Occupation:
    online stuff
    Location:
    Vienna
    Well, what can i say. The support was fantastic. I received the whole payout in less than 12 hours. I am impressed by the great customer support Omar provided. Here is what happened:

    1. Omar reached out to me in very friendly way and started working on the issue immediately
    2. He communicated with the financial department, quickly identified the error and reached out to the merchant to speed up the process
    3. less than 12 hours later the whole payout arrived to my bank account and Omar credited 100 additional Euros to my Casinoroom.com account as reimbursement

    Errors happen. If they are resolved in such a professional manner, i can only conclude: I recommend Casinoroom.
     
    6 people like this.
  10. Oct 23, 2015
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    casinoroom is a great site, sometimes there is delay in payment from any site especially for larger amount, I had a 560 win from small deposit and had no trouble,

    I do deposit there now and again, They also send out good bonus
     
    2 people like this.
  12. Oct 23, 2015
  13. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    But why exactly can delays occur especially when larger amounts are involved?
     
    1 person likes this.
  14. Oct 23, 2015
  15. CasinoRoom

    CasinoRoom Official Rep for Casinoroom

    Occupation:
    Customer Support
    Location:
    San Jose
    Hello Mouche12, to be very honest as I explained to rf1970 it was human error, there's a lot of manual work with payments, specially with bank transfers, we download lists of pending requests, then filter to get unique player IDs to make the risk assessment and due diligence and then select the payments to process. This time the selection was not made correctly and we missed some of them, but we always process payments according to the WD policy, we are aware that everyone wants to enjoy their winnings ASAP and we always strive for this, sometimes things go wrong, but we'll do our best to rectify in a timely manner.

    @Spintee, hi, I haven't forgotten about you and Win Spinner, I'm requesting updates to microgaming constantly and they are still checking, sorry to keep you waiting! I'll reply on the other thread when I have news. Have a great weekend everyone!
     
    3 people like this.
  16. Oct 26, 2015
  17. hhhelllo

    hhhelllo Senior Member

    Occupation:
    Modern age slavery
    Location:
    canada
    Talking directly with a casino rep here often makes magic come true:) enjoy your winnings :) and thank you omar for the great service you provided
     
    1 person likes this.
  18. Oct 26, 2015
  19. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    After my recent aggro at another place, I only wish Omar had been around to help me there! There's nothing worse than a wall of silence or talk-to-the-hand for a customer in doubt. I don't play there, but it's refreshing to hear stories like this, really gives me a lift!

    Remember for any casino or any business we are NOT interested that much in hearing ''....but 99% of our customers blah blah...''.

    The true reflection comes with attitude to and treatment of the 1% who may have a problem or be unhappy for whatever reason.

    In this case a big Gold Star for CasinoRoom...:thumbsup:
     
    1 person likes this.

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