Cleos Vip Room - Deposit Issues!

RESOLVED
posted on March 13, 2014.

Wow, I thought I was the only one getting ripped off. Their processor took (2) deposits out of my account to which I was never given the chips. I also have been a customer for a long time and something is wrong with their processors. Although, I did this back and forth thing with customer support, they are telling I was credited for those chips. I also received denial from their processor, I ran my card again and another denial one after the other. I checked my check account and sure enough 2 deposits came out. The tricky part of this whole thing is that they deny it. Every-time I have played previously, the debit comes out immediately that day the credits came out I didn't get to play!! I am furious with them this year and especially since I have been a loyal player.

posted on March 17, 2014.

Dear askgamblers,

This case is being followed by our Support & Processing team. We have not been evasive with regards this issue, as we have sent the customer a match of every transaction on the statement she sent with an accreditation on our system. The player has not yet replied to our latest e-mail.

Regards,

posted on March 17, 2014.

I sent the necessary documents to Cleos VIP and this has not resolved from February 20 2014. I reported that two charges came out of my account on FEBRUARY 20 2014 and I did not recieve credits from Cleos VIP for those charges. The processor denied my request, although, my bank processed them. They requested my bank statement for the month and I sent it as a PDF via internet email. They acknowledged receiving my bank statement, however, they never reimbursed me for the charges. They sent me ANOTHER email asking for my bank statement AGAIN!

posted on March 20, 2014.

Dear askgamblers,

We requested more information from the player, as the bank statement she sent had plenty of transactions on it, we asked her to highlight the transactions she was referring to, receiving no reply so far.

We are in the process of contacting the player once again in order to find a solution to this inconvenience.

Regards,

posted on March 21, 2014.

I sent the appropriate information 3 times. This is dragging on 2 months. Cleo's needs to step up and take appropriate action to fix their processors.

posted on March 21, 2014.

Dear player & askgamblers team,

Rest assured we work hard on improving our list of payment options for our players. We are now in the process of contacting the player regarding this situation.

posted on March 22, 2014.

I am waiting for the response from Cleo's VIP they have not gotten back to me like they so fluidly said on this sight. I am still NOT compensated for 2 Charges unaccounted for!

posted on March 25, 2014.

Dear askgamblers,

According to our Support department an e-mail has already been sent to the customer.

Regards,

posted on March 25, 2014.

Cleo's VIP room has connected with me and turned the situation around they handled it quite nicely! Kudos Cleo's! you definitely try to accommodate your VIP's.

posted on March 26, 2014.

Screw People around. I had another deposit issue. I have an attorney, I suggested they pay me what they owe. They agreed to the bad processor issue today, however, I saw numerous charges when reviewing over the past two years.This is not acceptable and I requested a refund fir thi=ose charges, I have not heard back.

posted on April 1, 2014.

Dear askgamblers,

The player did have one more accreditation issue, which was detected by our Support team on the spot once reported and two options were immediately provided to the customer via LiveChat: either to credit the transaction, or to refund it. The player refused to both and started claiming about past "charges" which were not detailed during the conversation held with our Support team, nor any bank statement has been yet sent by the player for our Processing team to evaluate.

Even though the player did not choose any of the two options we provided at the time (accreditation or refund), the transaction was properly refunded that very same day.

Regards,

posted on April 1, 2014.

I asked to be credited back and I was charged twice instead.

posted on April 2, 2014.

Dear askgamblers,

The player has yet to provide any proof of a double charge. We suggested that she may be confusing the refund with a new charge for the same amount, and asked her to please send us the bank statement so that our Processing team can evaluate it, however we have yet to receive any reply from the customer.

In any event, proof that the refund was indeed executed can be provided both to the player and to askgambler's team should it be necessary.

AskGamblers
posted on April 2, 2014.

 We have received a confirmation from Cleos Vip Room that player has been successfully refunded.


@LaurieP, please confirm if the problem is solved.

posted on April 3, 2014.

I give up with Cleo's. They have processor issues.

AskGamblers
posted on April 4, 2014.

[email protected], please confirm if the refund has been received.

posted on July 7, 2014.

I complained about them having a bad processor that took money from my account without a credit for the chips I purchased. They never credited me for the double transaction and banned my account after complaining. I had spent thousands of dollars in that casino and accrued a decent amount of VIP credits that I have no access to. I contacted the casino to try to resolve the issue and (MARIA) says,"Sorry, there's nothing I can do. The area in charge decided to ban your account ." In the mean time the thousands of dollars that I spent and accrued towards the virtual spree rewards have been blocked, so, I have paid money into a scam casino. They cannot make the situation right and they are entitled to take my money and delete my account.

AskGamblers
posted on July 7, 2014.

This case has been reopened upon player's request.

posted on July 7, 2014.

The player was suspended after a decision taken by our Risk Management Team. The player may still use the VS Points she has left at the Virtual Spree store.

posted on July 7, 2014.

Cleo's VIP does not resolve issues. They suspended my account and did not resolve the processor issue.
I have other acquaintances that have used this casino and validated issues with Cleo's VIP poor management. They appear dishonest because they have deleted most of my VIP points and acted with disgrace because I have complained about the issues with their processor taking money from my account without my approval. I come from a family of Law officers. I would go the extra mile to say this casino has a very poor management. I recommend Cleo's clean up their act. The casino needs better management and customer service.

posted on July 7, 2014.

Cleo's VIP are in dire need of updating their management team and refining their customer service skills. The Casino has a very poor processor that takes money from checking accounts without verification. Be Aware.

AskGamblers
posted on July 10, 2014.

@LaurieP,

Please confirm if you have been duly refunded for the aforementioned missing deposits. We would also appreciate if you refrain for using harsh words in the communication with the casino, I can assure you this is not helping us a lot in trying to get this problem solved.

posted on July 10, 2014.

As seen above, the customer never sent any proof that she was double charged nor that she did not receive the refund.

Regards,