This is what I call professional and responsible Customer Support.
Keep up the good work!
yukachong submitted a complaint.
Constant delay for Club Gold Casino withdrawal
Hi, i really wished that someone can helped me with this. I've did a withdrawal of $1.5K from Club Gold on the 30th May 2012. As i wasn't really sure about the waiting time, i spoke to the online support on either 3rd or 4th of June 2012. The online support congrats me for my winning. the winning come from the $25 deposit and bonus credited is extra $75. He/She informed regards to the 96 hours needed for the review of my gaming session. At the same time, i was asked if i have my account verified? my reply is no and i was told that i will recieve an email very soon after my gaming session was reviewed to send in the neccessary documents for my account verification. And true enough, the email quickly delivered(send by payment officer Chrys). Thinking that the casino is really having swift service as what they have promised, i replied with the necessary documents and also their email regards to the confirmation of the recieved documents(send by Casino Manager Regis)on the same day as well. On the email, it clearly stated: Please be advised this process typically takes 48 business hours to complete. The next day, 5th June 2012, i recieved another email from the casino requesting for a more visible copy of my statement to be sent. I replied on the 7th June 2012. And confirmation email was sent(By Rogier). 11th June 2012. recieved an email notifying me that the verification of your Club Gold gaming account has been successfully completed. I was happy thinking that i can recieved my winnings anytime not knowing that i have to wait for another 96 hours to review my gaming sessions AGAIN. I do not understand why must they review my gaming session again which have already done on the 30th June when i withdraw my winnings. And when i speak to the online support, their answers is only you have to wait for 96 hours. I was really pist off and asked them to calculate from the time i've waited, how many 48 or 96 hours can they get? I do not know how to copy and paste from the chat window. And the last chat i had was with Rogier, and an answer like sorry that i have to wait longer than i have hoped for. What kind of service personnel is this? Its not i hope for but is the promise that they have to deliver. From the date they verified my account, all the online supports can only tell me to wait or to send a note to the payment department. And 2 days back, a new insert reason saying because the casino is running a high peak or something. I sent in an email to the casino. But its the same online personnel(Pedrag) who i spoke to the same day and saying that a note will be sent to the Payment Department stating: "I forwarded your withdrawal inquiry to the payment department for further handling and updateand update." I do have the corresponds emails and my pending withdrawal is still pending in my account waiting for don't already how many 48 and 96 hours. But i cant get hold of the chat that i had with the online supports though. I really hope you can really assist me. Please kindly advise. Thank you.
We received an email from the player stating this complaint is solved! Nice to see so prompt resolve of the problem! Case solved!
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