This is what I call professional and responsible Customer Support.
Keep up the good work!
duckie submitted a complaint.
Cirrus Casino Lies
On behalf of the casino I’d like to apologize for the long delay in approving your withdrawal. Until a couple of months ago, it would always take 7 to 10 business days for withdrawals to be approved. However, at the beginning of the year there was an unusually high amount of withdrawals requests and it delayed the whole process. The casino is slowly getting back up to date and we expect to be back in the usual timeframe very soon.
Unfortunately, you cancelled your withdrawal at the beginning of last week and I’m sorry to say if you hadn’t it would’ve been approved already because all withdrawal request from the end of February have been approved. But please don’t worry, I assure you that it will be approved next week. Let me know if you have any questions.
Mr. Evens, I sorry to say you don't know how many times i was told that from the (PER APPROVAL TEAM) that it will processed by the end of the week. And i was told by one of the (MANGER) to cancelled and put in a new one. Had i've been told by the manger about the payout timeframe i would have not cancelled. I got a copy of all the confrontation i had with the casino and 98% of them says i should received my payout by the end of the week /but the weeks come and go but no payout. so i get the answer to my questions-we sent in a complete for you, it takes 7 to 10 days, you have to contact the withdrawal dept but they are close now,and the best one ,your inquiry is assign to one of our representative and you should here form us within one business day. So i see that i'm getting the same answers again. i must say you are consented with the excuse. Would you like for me to sent you the excuse. so to respond to the answer i got we will see. Hmm Hmm
I completely understand your frustration. The people that work in the withdrawals/approval team are not given specific details on each account, they work based on estimates, but due to the large delay I mentioned, their estimates kept changing and unfortunately that meant mixed messages to the players. They told you to cancel it and re-request it because new withdrawals are being approved on time, the casino is now working on approving all the delayed withdrawals as well, but at the same time they are approving newer withdrawals on time so that the delays don’t continue.
In any way, I’m an Affiliate Manager and so I have access to more specific information. I can assure you that your withdrawal will be approved this week at the latest. We sincerely apologize for the delay and once it’s approved I’ll try to get funds sent to you quicker than usual.
OK Mr. Evans i see your giving me the same excuse (May i quote you and your staff) 2/28/10 i requested my withdrawal sent in the appropriate documents that your casino requires. (quoting) within 72 hrs your request will checked by our PROCESSING DEPT OUR TIME FRAME to APPROVE a withdrawal request is normally 7 to 10 business days. these days are taken from the day your account is certified with all documents. APPROVAL withdrawals will be sent the NEXT 10 BUSINESS DAYS. (quoting) 3/10/10 Was told the same thing by your WITHDRAWAL DEPT. 3/13/10 My request has a pending status, it will be worked out by our withdrawals dept in a couple days. 3/16/10 ask to speak with a MANAGER got withdrawals MANAGER was told the 7 to 10 days excuse 3/21/10 can't get nobody in withdrawals tried all day was told to try back tomorrow and request a supervisor not staff dept. 3/22/10 CS MANGER sent an email to WITHDRAWALS Managers she can solved the issue and do a follow up (NOT) and that your check should be sent out by end of the week. 3/23/10 resent documents to MANGER that was going to do a follow up(you can say i was doing the following). NEVER got no response back. 3/24/10 ask to speak to a supervisor was told to try back in about 15-20 mins. he is not in at the moment try during business hrs. 9-9pm. recent again to MANAGER got NO RESPONSE. 3/28/10. Tried many times to get ANYONE in WITHDRAWALS DEPT got no one. 3/29/10 Got a response from ANOTHER SUPERVISOR telling me my request should be for approval in the next couple of days. WE will contact you soon as we have any updates on this matter (QUOTING NOW) i responded by saying thank you and if you need any more information left contact info. NOW were going into the 2 second month long from 7-10 days . 4/01/10 sent a email to withdrawals dept. the response(the famous excuse)we received your inquiry and are assigning it to a representative. you can expect to receive a response from us within one (1) business day. the whole month of APRIL all i got was the famous excuse and that you should recived- it by the end of the week. and i'm sending a complaint to the MANGER on your behalf. now you are telling me the same thing twice now you said last week i should get it by the end of week. now your telling me again this week i should get it by the end of this week. sound like stalling time to me. Sorry to blow your hair back with the quotes. Like i said we'll see who'll pass the buck next. Hmmm Hmmmm
In my posts above I was just trying to explain why customer service has giving you mixed messages but I understand your frustration and it wasn’t meant as an excuse, just an explanation.
Regarding the estimates I gave you, I’m sorry but I need to correct you. In my initial post on April 30th (Friday) I said “I assure you that it will be approved next week”, which would mean this week in which we are. On my Tuesday May 4th post I said “I can assure you that your withdrawal will be approved this week at the latest”, so I was still referring to this week in which we still are.
I just checked your account and your withdrawal was approved earlier today. As I also said in an earlier post, I’ll make sure funds are sent to you as quickly as possible.
Mr. Evans ok i will except your apology but you said i was approved and that i should get my payout within the 7 to 10 days after the approved. ok well the weeks come and go and i yet to received it. ok since i'm approved how much longer do i have to wait now i know there's an excuse coming cant wait to hear this one. Still Waiting. Hmmm Hmmm.
Once a withdrawal is approved, it is sent to the Finance department, they process it, send it to our third party processors and they send funds to you; this process usually takes 7 to 10 business days and since your withdrawal was approved on May 6, your bank wire should be sent by May 20 at the latest.
Your payment will be sent to your bank account using a method called ACH, a type of transfer. Bank of America usually has a different ABA code for ACH transfers, separate from the one for regular wire transfers.
Could you please send me an email or post here your bank’s ABA for ACH transfers? I need this information as soon as possible so that your funds can be sent by the 20th.
Hi Mr. Evans,
Glad to hear the news But you i have second thoughts about that 7 to 10 days. I was told that before. I must say you have been flowing up on the responses and i must give that to you. BUT it's now 7 to 10 BUSINESS DAYS. i'm sure i saw 7 to 10 DAYS any way i just glad to see you keeping up on this matter. THANKS
Your withdrawal was approved on May 6, the 10th business day would have been May 20, business days exclude weekends.
However, your wire was sent yesterday using the bank information you provided, let me know if it isn’t in your bank account by Thursday, and if that’s the case, please ask your bank for their ABA code for ACH transfers.
Thank you for the update. I must say you have been keeping up on this matter. I hate that it had to come to this kind of action. (May i say something- if your employees would have said that you where backed-ed or behind in the prosses dept i would have understand and not presser you) just allitle hint for the next time. I will sure let you know when the depoist happens you can bet on that. Thank you for your help in getting this done.
Will let you know
Thank you Karyn, I’ll be looking forward to hearing back from you.
Dear Mr. Evans,
Thank you very much i have received my winnings. Once again i'm sorry we had to come to this . And yes i will return to your casino.
Leave your comment about this complaint
- Table Games
- Video Poker
- Specialty Games
- Microgaming Games
- NetEnt Games
- Playtech Games
- RTG Casino Games