So you are saying only after you made complaints, and where should i do that. Very disappointed i have made numerous deposits and they take money within hours. Not sure why its so hard to contact me by email, and no in chat will answer any of questions.. What to do?
When payments are delayed for a considerable period honest casinos , other than ultimately making payments and apologising to the players, explain the reason for the delay. Rome casino has far too many similar issues so I am tempted to believe this is a deliberate attempt not to pay out. When the number of 'resolved' cases reaches a high figure Nifty's post above makes sense and I would brand them as 'smart rogues'. Resolving a case doesnt mean much without a valid explanation imo.
It's very clear that Rome have a deliberate process when it comes to withdrawals, especially when larger sums are involved:
1. Delay payment.
2. Tell player their payment is "on the way"
3. After a few weeks, ignore player.
4. Wait for player to lodge complaint with mediation service or post their complaints in the forums.
5. Take complaint onboard very quickly and promise to deal with it
6. Pay player in short order.
Actually, its clever in a way, because once 4,5 & 6 are done everyone forgets about 1,2 & 3. It makes Rome look.like the "good guys" because they are so willing and swift to resolve the complaints. It has worked a charm convincing certain other complaint services of their integrity....thankfully Bryan has been a little more cautious.
It's a terrible way to treat players and it is absolutely rogue imo. Fair enough if this process happens once or twice....no operator is perfect.....but this has become their MO and members need to be aware of it.
I feel sorry for players that don't visit forums and who have probably been stiffed by this mob.
I have spoke with Noah In pm HOPING something is done. To wait this long after being promised it was processed is a little rude. I contacted chat at casino today only for they to tell me that all my banking was just received today 14th of November 2011. When i have emails from finance, support, or stuart saying that all my documents were received approved and processed on the 16th of September. Now they are stating i have to wait 18 business days from todays date. REALLY not sure what is going on there at all, but i know im very very unhappy with the misleading lies from chat and also told different times to come back to speak with finance then i go back only to be told to email them again. Leaving for vacation soon was hoping to have money the is WELL OVER DO TO ME.. THEY WASTE NO TIME TAKEN OUT OF MY ACCOUNT FOR DEPOSITS. BUT HAVE TO PULL TEETH AND HAIR TO TRIED TO GET PAID.
HOPE NOAH IS ABLE TO COME THROUGH
OK, I understand that the latest complaints regarding delays may give this impression, but it is not true and we are definitely not 'smart rogues'.
We have recently had to resend some withdrawals, some of which have been very delayed. This is true. This has to do with US banking regulations and volume of withdrawals but is only temporary. This is definitely not our MO. We've reached where we are by doing well by our loyal players and when something like this happens it only detracts from what we're trying to do.
Our mistake, and its not a small one I'll grant, is not to have informed the players of this, as we were not sure how long the delay would be if at all and we did not want them to panic. In actuality, it caused more panic than anything else, ironic or not, it obviously was the wrong call, which brings me to announce the following:
We are not ignoring this and that we do care about player satisfaction. Jennifer our finance department head will not be continuing her employment with us, and a new finance person with a solid background in customer relations will be taking her place and will outlay completely new procedures for handeling withdrawals so that players will be notified in advance if there are any issues with their withdrawal in terms of delays and will be able to keep track of their withdrawl status. I will share the new procedures with the forum as they are formed and completed.
Look, I undersand that the first thought is always one of a Casino trying not to pay, but we always pay justified winnings and are not interested in avoiding or delaying payment on purpose, its not good for anyone. We don't wait for players to post, most delayed players have emailed us and their issues were resolved. When they post we obviously help, it is not a causal connection.
I hope that the changes starting next week with the changing of personnel will reflect how important it is to us to provide good service and that we do not delay on purpose. Better to use actions and not rhetoric to accomplish this.
Before I start my ramble I would like to stress that I do not condone what recently got GoWild removed from this site, in fact I back CM`s decision 100% (no matter what my personal opinions are), but here, once again we have Rome casino deliberately stalling on payouts, can someone please explain how this outfit constantly does this (in the end it boils down to exactly what GoWild done, no matter what the circumstances are), and gets away with it?. I`ve lost count of the amount of times that the only reason a player got paid is down to them complaining and Noah sorting it out.
GoWild done this once and got removed from this site, come on Bryan, can you honestly say you feel *comfortable* with this constant flow of delayed payouts from this lot?, at the end of the day they are no different to GoWild, how many players at Rome that have been subject to this treatment, and have not expressed their predicaments at relative gambling sites, has Noah stumbled upon and ensured their payments?, my guess is none.