Casino Room - Still Waiting for Withdrawals

RESOLVED
twelve22 Canada
posted on January 8, 2014.

I submitted two withdrawals at CasinoRoom.com, totalling $429.80 on 12-20-2013.

After the withdrawals were approved, I contacted support several times asking about the status of the withdrawals.

I was told that I would receive my funds no later than 01-02-2014. I still have not received my withdrawals, and CasinoRoom support will not send me the financial details of the withdrawal.

They told me I would hear back from a Manager about this last Friday, but it is now Tuesday, and I have not heard back. They appear to be ignoring my attempts to get this escalated to a Manager.

twelve22 Canada
posted on January 8, 2014.

I have contacted support every day since last Thursday to ask that this be escalated. Each time, I am told that a manager will be in touch within 24 hours. I still have not heard from a manager about this. I have sent multiple emails, and had multiple live chat sessions, but this doesn't seem to be getting anywhere.

posted on January 8, 2014.

Dear twelve_22, I have sent you an email today, we are sincerely sorry for the delay you have experienced. In the email that I sent you I have attached the screenshot from the merchant's backoffice showing that the funds have been sent, therefore it should not take longer for the bank to credit the funds now. Unfortunately due to the holidays we could not resolve this in a timely manner, this was of course unexpected.

Customer satisfaction is very important to us, please check your account, I have issued compensation for the trouble and in the future if you experience any problems, please don't hesitate to contact us.

Thanks again and if anything else, we'll be happy to help.

Best

Omar

twelve22 Canada
posted on January 9, 2014.

Thanks for your email Omar. It's very unfortunate that it took so long to get your attention.

I will post an update once I have received my withdrawals.

twelve22 Canada
posted on January 11, 2014.

I am still waiting on payment.

I have sent an email to CasinoRoom asking for the Bank Transfer details as it should not be taking this long.

twelve22 Canada
posted on January 14, 2014.

I am still waiting on the wire transfer details from CasinoRoom. I submitted the request for these details 4 days ago.

posted on January 15, 2014.

Hi, we understand your concern, our merchant is looking into it because the payments have been marked as sent. I have asked our an update. I guarantee we will make up for it. Thank you for your continued patience. //Omar

twelve22 Canada
posted on January 17, 2014.

I am still waiting for an update from CasinoRoom. It has now been 27 days since I submitted the withdrawal. This situation has been beyond frustrating for me.

posted on January 17, 2014.

we are following up your case through support and through this forum, we are doing the best we can to get a response from the merchant, unfortunately once the payment leaves our system only the merchant can provide information on what is causing the delay and they are now waiting for an update from their financial institution, which they have unfortunately not received yet.

Once we determine what happened and find a solution I will be more than happy to extend monetary compensation, but for the time being please rest assured that we will solve it, we just need a bit more time to determine what happened, cause our backoffice and the merchant's indicate that the payments have been successful.

We thank you for your continued patience, I'm sure we will have news very soon.

twelve22 Canada
posted on January 20, 2014.

Nothing new to report. Still waiting on news from CasinoRoom about my Dec 20th withdrawals. I am concerned that I will be faced with these same delays for my more recent withdrawal. I attempted to email them about this, but they were not helpful.

posted on January 20, 2014.

Hi I understand your frustration, but we are still waiting for news from our merchant regarding the delay. We have found out one of the transactions just changed status to settled. Please let us know if you see any changes in your bank account. Thank you for your continued patience. //Omar

twelve22 Canada
posted on January 24, 2014.

The funds from my Dec 20th withdrawal were returned to my CasinoRoom account, and I resubmitted the withdrawal as advised. I'm not sure why the withdrawal was rejected, as I have received a more recent withdrawal from CasinoRoom to my bank account.

posted on January 27, 2014.

Hi twelve_22, our finance team has confirmed all payouts have been marked as settled. I would like to thank you for your continued patience and should you need anything else, we will be happy to help you.

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