Very Slow Pay at Aladdin’s Gold Casino

[kassiap]

Hi All,


Been away a long time and finally decided to give the online casino world some more of my money. Thank god I came here first because I may have played at Rushmore.


The really bad part is the B.S song and dance I am getting from this casino group. I have waited 10 days and they haven't even approved my withdrawl. Before you say to contact Tom on here, I already did that to and it did not help even a little. I actually can't even message him now because it says his mailbox is full.

So is 10 days to wait for an approval normal now? They approved all my docs and bank details in a day. This is one of the first online chats I got into with them.


Gosia: Hello, how are you today?
Gosia: We had slight delai, but it was forwarded to management, and they will update you once we have more feedback.
Gosia: Thank you for your patience.
Gosia: If you feel like you would like to complain
Gosia: you can take this email address
mike: So how long should i be expected to wait?
Gosia: supportmanager@clubworldgoup.com
mike: what in your mind would make sense?
Gosia: Im not able to give you exact time Mike
mike: Really? It is just peronal opinion, that is all i am asking
mike: What is a reasonable time frame for someone to get paid after they win? In your opinion?
Gosia: I do not see why this would be necesary, but I can reassure you we are doing best we can, I hope that explains my opinion well.
mike: Doing your best?
mike: At what? Paying me? ARe you broke?
Gosia: I understand your frustration Mike.
Gosia: In all spectrum of cs when delaing with customer.
mike: Not frustrated... I promise that. I am annoyed at the iggnorance and incompetience your company shows
Gosia: Maybe you can contact us when you calm down a little.
Gosia: We have been giving you all informations available on daily basis
Gosia: each time when you contacted us
Gosia: updating you
mike: Yes, always the same you are right.
mike: Tomorrow it will be done you say
Gosia: Management is aware of your pending cashout and they will process it when they can for you
mike: And a week later you say the same thing
Gosia: I did not say this Mike, I said it will be looked into as soon as it will be possible, and you will receive email update then
mike: When they can??? lol You are the most incompetent yet
Gosia: I cannot give you more specyfic time just now as I explained
Gosia: I am competent.
Gosia: I just need to ask you to be patient.
Gosia: and I am sorry for the delay that you have




Then here is a blurb of another chat that says 48 hours to them is actually 48 "work" hours which means 6 days not 2

Katrina: Hello, how are you today?
Katrina: this can take up to 48 working hours working hours are 9-5 gmt time so this should be approved either monday or tuesday
mikezeus: You tell me
mikezeus: So you say up to 48 hours??? REALLY??? Let see i requested cashout Monday, When would 48 hours be up in your world?
Katrina: 48 working hours not hours working hoursx
mikezeus: That is the dumbest answer i have ever heard, but ok.


REALLY????


Then I got this email Last Friday


Hi Mike, Thank you for contacting customer support. I have checked your account and can see you have a pending withdrawal from 08/13, I have now passed your details onto the Cashier department and requested this to be approved as soon as possible. Once the Cashier has approved the withdrawal you will receive confirmation via email. Thank you If you have any questions or need help with anything please do not hesitate to contact us.

Kind Regards,
Sarah Customer
Support Aladdin’sGoldCasino



Then on Tuesday Morning i woke up to find that they cancelled my request all together and sent me this

Hi Mike,


I hope you are well. We have been having some issues with bank transfer over the past few days, some transactions we processed are not reaching players so we have held off processing until this issue is resolved. Ultimately ensuring our players receive the funds they rightfully won is our number 1 aim. As such the option will be removed from our cashier within the next few hours and I have cancelled your withdrawal.

Please log in and request another method of withdrawal, to prevent any further delay. I do apologize for this, we will work as fast as we can to have this issue resolved. If you have any questions feel free to contact us.

Kind Regards
Stephen
CashierClubWorldCasinos








How do you not look at this as a slow pay?

I really didn't want to post here but going into 10 days without my withdraw even being accepted is pathetic for an "accredited" casino and people need to know that this is going on


Thanks for reading

 

[kassiap]

Well another day has passed and Tom has not replied and the withdraw still has not been approved.


If i can stop one person from playing here and going elsewhere i will be happy

 

[Nifty29]

You may have reason to be frustrated, but it doesn't give you the right to treat the CSRs like shit.

Making ridiculous remarks like "are you broke?" won't help you get paid any faster.

I'm also sure that you'd have been the first one to go nuts if they sent the bankwire and it didn't reach you and you had to wait a month for the trace

It must be hard when CSRs aren't always dealing with adults.

 

[chayton]

@ the OP, are you in the US?

 

[chuchu59]

The CSR added to Mike's frustration by giving BS answers. First, the casino can expect backlash from irate customers when their w/ds arent even approved after 10 days not to mention being sent to their bank accounts. Unless I am reading this wrongly this delay is caused solely by the casino as it has the discretion to remove the w/d from pending status and in case they have a reason to prolong the pending period they should relay it to the player on their own initiative. They must have foreseen that disgruntled customers would take their frustration on the poor CSR staff so they must train them for it.

No matter how well CW treats a section of its players their problems largely remain and if they cannot remove a w/d from pending status after 48 hours without a valid reason they dont deserve to be accredited IMO.

 

[clubworld]

Hi,

Unfortunately we were having some problems with the Bank Transfer method, there were reports of players not receiving the funds and so ultimately we were forced to remove the option from the cashier and cancel any pending requests.

It is worth noting at this point that the time from when you supplied all the info for your withdrawal and when we had to cancel the request was three working days.

I do realise that there were delays in processing your withdrawal and delays are always frustrating. I do understand this however making sure that you actually receive the money has to be the top priority.

Regards
Tom

 

[chuchu59]

Hi,

Unfortunately we were having some problems with the Bank Transfer method, there were reports of players not receiving the funds and so ultimately we were forced to remove the option from the cashier and cancel any pending requests.

It is worth noting at this point that the time from when you supplied all the info for your withdrawal and when we had to cancel the request was three working days.

I do realise that there were delays in processing your withdrawal and delays are always frustrating. I do understand this however making sure that you actually receive the money has to be the top priority.

Regards
Tom

Hi Tom,

Are you saying the OP did not supply the required docs as requested by you even after 3 days so you had to cancel the request. If this were the case why did you take the initiative ie cancelling the request on your own accord instead of issuing a mail stating that as the docs are still outstanding the w/d cannot be approved. It pays to make things clearer.

 

[kassiap]

Hey Nifty, how is "are you broke?" rude? It is a very viable question when you are slow-payed

Me telling you in the last 5 years your "douche" attitude hasnt changed is rude

If you don't like my thread then go whine in someone elses.



Chu, here is an email from nine days ago;



Aladdins Gold Casino Cashier
Aug 14 (9 days ago)

to me


Dear Mike,

Thank you for sending in the verification documents.

I can confirm that we have now received everything we require to verify your account and I have made the required updates to our admin systems to reflect this.If you have any further questions please do not hesitate to contact us,

Kind Regards Natasha
Cashier
Aladdins Gold Casino




I will say that now after 11 days i have had one email so that is better than none

Will update

 

[weesie]

It seems like no matter which CWC casino you play these days it is taking an extreme amount of time to get a withdrawal. From request date to delivered date is way too long.

I have seen several threads here with comments from even more people with problems. ALL these players CAN"T have "problems" with their accounts, papers, whatever.

I haven't had a withdrawal from them for quite a while, but, I haven't played there much lately.

Reading stories like these make me want to "not deposit". There is nothing more frustrating than waiting an unreasonable amount of time for a withdrawal. Sounds like the days of a week to ten days (which I use to think were too long) will be fondly remembered.

 

[chuchu59]

Hey Nifty, how is "are you broke?" rude? It is a very viable question when you are slow-payed

Me telling you in the last 5 years your "douche" attitude hasnt changed is rude

If you don't like my thread then go whine in someone elses.



Chu, here is an email from nine days ago;



Aladdins Gold Casino Cashier
Aug 14 (9 days ago)

to me


Let me try to reconstruct this. You requested a w/d and were asked for docs. As they didnt receive them within 3 days they cancelled your w/d request. If this were the case they should have at least notified you that there are required to cancel/reverse your w/d since they didnt receive your docs. Cancelling your w/d unilaterally is not right imo.

As for the 'are you broke' phrase while I wouldnt say its rude I think its totally meaningless because you couldnt possibly expect an answer to that would you? Nifty was trying to tell you to be less harsh on the csrs and I agree though I do think the casino management is to blame for this debacle. Live chat should be used to extract solutions though sometimes players use it to voice out their frustration.

 

[kassiap]

I understand what Nifty said, it was the adult comment that drew my aggravation But i am sure in all of Niftys time they have never been mad or frustrated with anybody or anything and voiced displeasure

Of course the broke thing they could not answer, It was just a jab from me.


They didnt cancel my withdraw till day 8 the first time, not for docs but for the other reasons. At no time did they approve or deny my withdraw request due to docs as the docs were approved on the second day of them asking


Now they are charging $70 for a bank wire and telling me 10 days, that is completly baffling since Bet365(I use mainly as my sportsbook) always does my wire's the next day and never charge me more than $20 and $5 for urgent



I would have hoped after this b.s they would not want to nail me more with bank wire fee's of $70 but c'est la vie


This whole thing has been handled poorly by them, yes maybe i got upset and mad but c'mon now. We are at day 11 and if what they say is true then turn around time from this so called "accredited" casino will be 19 days after docs were approved for a simple simple bank wire.


One word..... WOW!!!

 

[Nightfly]

I'm new to forum. I been viewing Casinomeister for years but recently joined the forum. Yes, I can say for sure that Aladdin's is slow. I been verified with a few of CWC's for a couple of months. All my docs are in order. My withdrawals at Aladdin's have been bouncing back and forth for three weeks now. I had a couple of approvals last week. Still waiting for funds

Nightfly

 

[keaka125]

i recently had a check withdraw from club world that took 25 days. im from usa

 

[carlisleboy]

Certainly on the evidence in this thread so far , it doesn't look like the customer is being treated well here.

 

[vinylweatherman]

Hi,

Unfortunately we were having some problems with the Bank Transfer method, there were reports of players not receiving the funds and so ultimately we were forced to remove the option from the cashier and cancel any pending requests.

It is worth noting at this point that the time from when you supplied all the info for your withdrawal and when we had to cancel the request was three working days.

I do realise that there were delays in processing your withdrawal and delays are always frustrating. I do understand this however making sure that you actually receive the money has to be the top priority.

Regards
Tom

All very well, but what's all this about

Katrina: this can take up to 48 working hours working hours are 9-5 gmt time so this should be approved either monday or tuesday

Let's face it, this is the kind of explanation I would expect to see featured on BBC Rogue Traders, not the CS of an accredited casino.

This looks like the CS was making up BS on the fly to make the 48 hour pledge somehow fit the experience, rather than admit that in this case, they had failed to meet the promise and do something about it.

We all know that casino "pending" time is a purely artificial construct, and does not actually involve 48 hours of constant human management to bring forth the withdrawal from pending to processing. It is, in fact, a flick of a switch to release the next xx withdrawals from a software queue, less than 48 seconds work. Arguing that is is now "working hours" is a new one on me, and the rep did miss out one thing, it's 9-1 on Friday, isn't it

"working days" is not much better, but it at least has some logic in that in order to spend 48 seconds flicking a switch, it does have to be a day when the office is open, else there is no-one to flick said switch.

By now, your CS should be well aware of the real answer, you have posted it here often enough. Perhaps it should also be sent in a memo to the CS supervisors, who will be able to advise players better about why processing has to pause when such problems are encountered.

It seems also that players would prefer their withdrawal to be queued outside of pending, rather than sit in pending for however long the delay takes. Whilst it makes no difference to the payment timeframes, it does at least give the impression that something is being done. A withdrawal that just sits in pending looks like it has been overlooked, even deliberately ignored, hence CS face a grilling from irate customers convinced this is a contrived strategy of slow pay to induce them to reverse out of frustration.

Maybe something similar to the 3Dice safe system might be worth considering, where players store their withdrawals outside of a specific CWC casino skin. Many players WILL deposit again after being paid, and such a system would reduce the payment problems for those players, and thus reduce the problems for the casino. It would more or less be CWC operating their own in-house eWallet, but covering only their own brands. Many sportsbook sites also offering casino and poker have a central "purse" which players can withdraw to rather than taking their money out altogether.


It would also make CWC unique among RTG operators with multiple casino brands. Currently, only smaller sportsbook operators with a choice of casino softwares have anything similar.

 

[lindaj]

I agree!!! This is all looking very suspicious. I think Im staying away from Clubworld from now on even tho I have been playing there for over 2 years now. You get idiotic responses to your legitamate concerns and absolutely no info on anything. Its going on 14 days for me since my withdrawal request. So how many days or hours is that in clubworld time????? Apparently 48 hrs means 2 weeks!!!

 

[kassiap]

Another week done and no closer to getting paid.

Coming up to three weeks Monday


Surely there are many MANY better places to put your money

Why chance it with this group?

Not even after all their fake promises do they put a rush on me getting my money, they still tell me 10 more days and charge me $70.00 for this bank wire

$70.00 for a wire??? From where Mars???

 

[chuchu59]

Another week done and no closer to getting paid.

Coming up to three weeks Monday


Surely there are many MANY better places to put your money

Why chance it with this group?

Not even after all their fake promises do they put a rush on me getting my money, they still tell me 10 more days and charge me $70.00 for this bank wire

$70.00 for a wire??? From where Mars???

More likely its Jupiter.

 

[kassiap]

4 weeks but finally paid!!!

 

[rena35]

its sad it took soooo long but im glad u got paid