This is what I call professional and responsible Customer Support.
Keep up the good work!
Club Gold Casino - None or very slow withdrawal
On 29 of August I made a withdrawal on this casino. The same day I send my documents as advised by their helpdesk.
The same day I received a mail telling me: 3 working days to process and payment immediate.
On 31 of August I received a mail that my documents were aproved.
So at least on 4 or 5 September I expected a payment, special because the status of my withdrawal has changed from pending to waiting.
Monday 10 September I received a mail that the gamerevieuw was ok and that I should receive the money fast.
Several times I asked their help desk when they should pay and got the answer the payment was scheduled by 14 September.
14 September no payment, helpdesk again: It seems the delay ison our side.
Today 18 September I asked again and the answer was: scheduled for 24 September.
As I asked: Why and can I help to speed it up or do you need anything from me, just the answer: Scheduled for 24 September
This is NOT GOOD.
Waiting with a payment of only 500 usd for nearly a month and not giving any reason does not give any trust.
As a proff in put a copy of the mail from 10 September (I just XXX my name):
Hello and thank you for choosing Club Gold Casino.
I hope my email finds you well.
With regards to your pending withdrawal kindly be advised that before releasing any payment, a full gaming check has to be performed on your account. Now that the relevant gaming checks have been completed your transaction has already been scheduled for processing and you shall receive the winnings soon.
As a valued customer we appreciate your cooperation in this matter.
We trust this is sufficient for your purposes. However, should you require further assistance please do not hesitate to contact us using one of the methods listed below:
Telephone Toll Free : +1 866 765 3712
Email : firstname.lastname@example.org
Chat : Open a chat session from the Casino software lobby
Club Gold Casino
Turn Fun into Gold! "
Please note that your issue has come to my attention, and that your withdrawal will be processed by the end of the day today.
We apologize for the delay and any inconvenience this may have caused.
Further to my communication, I can confirm that the player has now been paid.
Indeed, I have the money!
It is a pitty that I needed your (Askgamblers.com) help to get it.
We are very happy to hear that you have received your funds.
We acknowledge that the waiting time for withdrawals is longer than we would like due to the thorough security/game log checks and we are actively taking steps to reduce this.
We wish you all the best for the future.
Indeed, the problem has solved, but in general you have to do what you promise or dont promise.
When you send a meil om my withdrawal request with this content:
"Please be advised, all withdrawal requests are processed within four business days unless otherwise stated in accordance with your account VIP level, once processed the funds will be instantly credited to your personal Neteller account.
Your withdrawal request will be displayed in the Pending Withdrawals window of the Cashier interface until processed."
you are asking for problems if you dont do what you promise.
When you need more time for what reason ever, dont send an mail like thisone.
Can we close this complaint?
Yes, you can.
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