1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Dismiss Notice
  3. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice

Poll:Best Screenshot of the Month?



Candidates Revealed...Cast your vote!.
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

[Resolved] My first real problem with ClubWorld group

Discussion in 'Online Casinos' started by Jasminebed, Nov 19, 2011.

    Nov 19, 2011
  1. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I've only recently started playing with CWC. To date, all my dealings with support have been courteous and efficient. But all routine stuff.

    Today I made a deposit, but got a time out error as not completed. Nothing showed in my history, but I didn't retry. But that payment came out of my prepaid Visa, but the time was different. Well, a $50 payment I think. I've had failed transactions for time outs at other casinos, but they never came out of my Visa.

    Now payments that fail partway through I have read about, but not experienced. I've never deposited with the ClubWorld Group by credit card before, so I'm not sure how they show up. Was also this strange T-charge notation on my account, but nothing at Clubworld in my transaction history.

    When I failed to reach my CC provider (as the failed transaction message said to do), I contacted Club World. I provided some verification info, and even though my failed transaction didn't appear in my cashier, she could see the attempt, and with the transaction number I provided, finance should be able to manually credit my account. Unfortunately, since finance doesn't work weekends, this will not be resolved before Monday.

    While not ideal, I am reassured that my deposit is not in limbo for weeks, or that my Visa account was not hacked and it just coincided or maybe even caused a failure. Sorry, hard not to be paranoid about money in cyberspace. The rep was nice enough to go check my account to see if there was anything she could do for me, but I had just lost a free chip, and was enjoying play enough to want to continue. Still nice of her to look.

    I will update when my account is credited, but I feel confident it will be Monday as promised.

    Just in case, I'll make sure I follow up before Finance leaves for the day.
     
  2. Nov 19, 2011
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    While this issue is primarily related to the finance side CW or any casino for that matter should devise a solution to handle them when they crop up during weekends. Multi-tasking is common these days so regular support should be trained on some simple accounting procedures and if they can verify some important info they should be able to manually credit the funds and not wait till Monday. Of course they should set a limit say $500 where anything above this will have to wait. Even were the funds to be credited there is still no cashout as yet and in case it is later detected that the funds had failed to get through to the casino winnings can be voided and everytjing would be regarded as Fun Play.:D
     
  4. Nov 19, 2011
  5. 4 of a kind

    4 of a kind Repeated violations of forum rule 1.16 - troll

    Occupation:
    Trans. Tech
    Location:
    New York
    Personally, what you recommend above could cause a lot more problems then being a simple solution.

    When I gambled online several times my transactions were lost in cyberspace with my card being deducted and funds never reaching the merchant. In every one of these cases, within a few days, the funds were credited back to my card and not to the merchant I tried getting them too when they went missing.

    Since your attempted transaction was made from the cashier of the casino, of course they are aware of your attempted deposit. For whatever reason this occasionally happens, it’s on the processors side. The casinos usually don’t know why and all they know is your deposit attempt didn’t hit them.

    Should they start crediting players accounts simply based on deposit attempts that failed to go through (even when a player could confirm the deduction was made in their account) and let the player use these funds and hold the outcomes of these sessions in limbo (like fun money) till the account is confirmed settled, would in most cases result in lost revenue to the casino.

    Players like you with dignity whether they win or lose will make good on the failed deposit attempt. Of course a winning session being held in limbo would always see the player make certain the funds get to the casino one way or the other, but, unfortunately most players will have losing sessions as usual and would stiff the casinos out of the failed deposit. Most players could care less if they never could play at that site again.

    One could only guess that millions of transactions take place daily, and maybe this happens thousands of times per day throughout the world.

    Even if the casino had the finance department working on weekends they would not be able to credit your account. They would only be able to confirm to you over the weekend instead of Monday that the funds would eventually be credited back to your card, and if not to take it up with your credit card company, not them.

    I agree with the casinos that no player gets credit without cash in hand.
     
    3 people like this.
  6. Nov 19, 2011
  7. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    From my chat transcript:

    BTW, my credit card is a prepaid one, and I'm in Canada, so I think different processors are used... my credit card shows it going to GB.

    We will see what happens on Monday.
     
  8. Nov 19, 2011
  9. Osloking

    Osloking Quit Gambling

    Occupation:
    Melodies :3
    Location:
    Norge or NO-WAY!
    This can happend on all sites, and your money is on "Reserved" this mean that your money is on hold, its not a complete transaction.

    When this happens usally your money will return to your account whitin 72H (depending on your bank)

    This method is also used by some hotels and car rentals, they "reserve" say 500$ in depositum and they cancel it when you check out.
     
  10. Nov 20, 2011
  11. Jinn

    Jinn Experienced Member webmeister

    Occupation:
    Webmaster
    Location:
    I.S.S.
    That was my thought too, it sounds like it could have been 'authorized' without actually being charged. I've seen this happen with interrupted charges, and it can look exactly like a regular charge on your card statement even though it hasn't actually been taken out, it is just unavailable until the authorization is cancelled. It's possible that the difference is not immediately obvious even to the casino staff when checking the records, it may look like the charge was successful because the authorization was approved, even though the actual charge didn't take place, so they would need to investigate further to see if they actually received the money. Just speculation of course, this may not apply to your situation and maybe it really was full charged and not just authorized.

    Recently I had quite a few authorizations that were not actually charged due to a technical problem on a site, it can take up to 30 days and in my case with a pre-paid card it did take the full 30 days for them to be cancelled and the funds returned to availability. Maybe I could have contacted the issuing bank to speed it up.

    More info :

    You must register/login in order to see the link.
     
  12. Nov 20, 2011
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If it involves contacting the processor, even electronically, would there be any benefit to having the casino finance office open at weekends?

    Full Tilt Poker were crediting deposits to players' accounts that hadn't gone through because they thought they could get the money in the end, and it brought them down. They were heavily criticised for doing this, so unless the casinos could be 100% certain the transaction had gone through, they would not want front line CS crediting player accounts without reference to finance.

    Finance may be doing more than simply "rubber stamping" the request on the Monday, making it impossible to have this process done at weekends even by specially trained CS staff.

    Are their cases where casinos WILL complete a timed out transaction over a weekend?
     
  14. Nov 20, 2011
  15. Osloking

    Osloking Quit Gambling

    Occupation:
    Melodies :3
    Location:
    Norge or NO-WAY!
    Before i switched to Neteller i had entropay virtual VISA and regular VISA card to deposit and i had maybe 20 cases where my money was on "hold"

    all i know is there is nothing casinos can do, its all up to the card provider such as VISA, Mastercard. and behind these card provider is the bank that can speed things up.

    it works like this : you trying to deposit, say mr green, mr green send request to VISA to get 100$, VISA authorize the 100$, BUT mr green dont get this authorization from VISA due to (time out, connection issues,) and your money is in middle of these two, now its up to the bank to fix this. but remember your money is SAFE. :cool:
     
  16. Nov 20, 2011
  17. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    To be honest, the explanation other members have offered is more along the lines of what I thought I would be told when I contacted support. I've read enough threads here about duplicate charges, things dropping off statements after days/weeks/a month.

    I mostly wanted reassurance that it was the failed transaction I was seeing, as I didn't know how they show on VISA, and the "T-charge" was entirely new to me. Also, the time didn't match up.

    I started this thread to comment on problem resolution by support. Casinos process thousands of transactions daily, and support initially had difficulties accessing my records as the system was slow.

    So far I am happy. I will be less happy if I was misinformed by the CSR.

    I've made hundreds of transactions, and this one is a first for me. Not all players belong to a forum where others can share their experience and knowledge.
     
    1 person likes this.
  18. Nov 21, 2011
  19. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I am now less happy than I was.

    I spoke with LiveChat this morning, and was told the issue was with the cashier, and should have an answer in a few hours.

    Checked again a few minutes ago.... no email from CW, and no $50 in my cashier. CSR now tells me system is down, and check back in an hour.... never even waited for a question.

    I know an hour from now Finance will have left the building for the day.
     
  20. Nov 22, 2011
  21. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    It looks like other RTG's were having down time, based on another thread I read. Hopefully they will get back to you soon, Jazzy. It really sucks when you want to play and can't.
     
  22. Nov 22, 2011
  23. melnrs

    melnrs Full Member PABnononaccred2 PABnononaccred

    Occupation:
    RN
    Location:
    USA
    Clubworld

    Been having a lot of problems getting a withdrawal processed lately. I realize its not all their fault because of US laws and such, but the communication has been terrible. I asked if they could just let me know whats going on as I do trust them as they are a trusted casino here and I only play at casinomeister casinos. I just cant get them to respond to my email. The rep here will usually respond in a day or so, but customer service and the cashier absolutely will not email me back and i have yet to get an answer as to why.
     
  24. Nov 22, 2011
  25. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    It's unacceptable for them to ignore your emails, and equally so not to keep you informed about what is going on with your withdrawal

    I'm really disappointed to see this kind of thing happening at CW lately. Very disappointed.
     
  26. Nov 22, 2011
  27. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Well, this morning (their afternoon), logged in, not yet credited. Contacted support who told me to check back in a couple of hours, and to come back to chat if I hadn't been credited.

    I've now been credited.

    While the issue took a day longer to resolve than initially promised, it has been resolved. I'm fairly happy with how the livechat reps have dealt with me.

    Could this thread be closed so that other Clubworld issues require their own thread?
     
    3 people like this.
  28. Nov 22, 2011
  29. LHofsdal

    LHofsdal Ueber Meister MM

    Occupation:
    Retired
    Location:
    NY
    Glad it was all taken care of, wishing you the best of luck!!!!

    LH
     
    1 person likes this.
  30. Nov 23, 2011
  31. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    I had this problem with 32Red a few days ago. I deposited via Neteller and the process never completed yet the money was taken from my neteller account. I contacted 32Red and provided the Neteller transaction ID of the transfer and support passed me over to finance immediately who proceed immediately to rectify the error and put my deposit into my casino account. Once again 32Red shows how casinos should handle a problem of this sort. :thumbsup:
     
    1 person likes this.

Share This Page