Tivoli Casino - Delayed small payment

RESOLVED
selma24 Sweden
posted on November 9, 2015.

Hi! I have a problem with Tivoli casino. they send me a email on the 30/10 that my withdrow has been aproved, but still didnt got the money.. Every day i contacted them and they say that is aproved and they are going to contact payment departament and get back to me, but nothing happends.. and they promised that today for sure i am going to have my money, but i dont have them. Its 1000 sek

Best regards , Simona



fredag 30 oktober 2015 skrev TivoliCasino.com :
Hej Simona,

Vi är glada att meddela dig om att din uttagsbegäran nu har godkänts av vår ekonomiavdelning.

Vi vill också passa på att gratulera dig till vinsten och önskar dig mer roligheter på TivoliCasino.com.

Tveka inte att kontakta oss om du behöver hjälp.

Med vänlig hälsning,
Alex
Kundtjänst
TivoliCasino.com

posted on November 10, 2015.

Hi Simona,

Good afternoon.

There was a slight issue with the payment solutions providers (just on bank transfer transactions)

After we had launched the multi-currency platform. (SEK, GBP, NOK) in addition to our EUR.

Basically the SEK withdrawals via bank transfer have all been approved from our side but got caught up somewhere along the way at our payment providers end.

They were notified about it and have addressed the issue by today.

Therefore you should receive your withdrawal by this week as it should now be processed from their end.

Apologies for this inconvenience although it's fair to say that the issue that arised was not from Tivoli's side, but from the payment solutions company themselves.

We appreciate your understanding.

Feel free to contact us should you have any other questions.

Kind Regards,
Lucas
TivoliCasino.com

selma24 Sweden
posted on November 10, 2015.

Hi again! This answer i got from both Jack and Alex last week, and they asured me that its fixed and the money was on the way, latest yesterday in my account.. So forgive me if i consider that a lie...You can see that in the chat logg, that i asked to be send to my email, everytime, but never got that.. Not even that works on youre site... So,NO, I DONT HAVE ANY MORE UNDERSTANDING!!!

posted on November 11, 2015.

Hi Simona,

We share your frustration, as the last thing we want is to have an unhappy customer at our casino for something (an issue) which is out of our reach.

As unfortunately there's nothing more we can do from our end at this point. As I explained to you yesterday - the withdrawal was approved already from our end , though it got stuck at the processer's end before finally arriving to your bank account.

This was a techinical issue that arised shortly after that we had launched the other currencies that were not yet available. (SEK, GBP, NOK).

The withdrawal was approved and the issue has been addressed by yesterday too, therefor there shouldn't be anymore waiting for the withdrawal to be processed, as it now is, and you shall be seeing the funds in your bank account by this week.

Again, we do sincerely apologize for the inconvenience this has brought.

Kind Regards,
Lucas
TivoliCasino.com

selma24 Sweden
posted on November 13, 2015.

Well... The week is coming to an end, work/bank days anyway.. And still no money.. You say that its approved , witch i dont belive, but then why is it "in progress" this transaction, but all the other ones( deposit, bonus) are "sucsess"??... That , acording to Jack , supose to uppdate allready last week... So can you stop find stupid excuses , and just give me my money????

posted on November 13, 2015.

Hi Simona,

Good morning. Hope you're well.

The withdrawal was approved and the issue has been addressed too, therefor there shouldn't be anymore waiting for the withdrawal to be processed, as it now is.

To make it more clear - the funds have left our Bank account, have been processed by the payment solutions providers and are on their way to your bank account.

At this point, how long that takes relies more or less on how fast/efficient your bank is. as you may know or might have read on our site where we show the processing time - which is the time it takes for the funds/withdrawals to reach the player's account are 3 to 5 business days. Which is a standard time frame. Feel free to read more here: https:­­//­w­w­w.t­­iv­­ol­i­c­as­­ino.co­­m/­u­k­/a­­bou­­t-­u­s­/b­­anking .

Thanks again, and as always do feel free to contact us should you have any further questions.

Kind Regards,
Lucas
TivoliCasino.com

selma24 Sweden
posted on November 13, 2015.

Ok.. When did the money left youre account ? Just to know what to expect.. And what happend with the "for sure this week"?? This is so fustrating, and its not the money, its the way you handle it from the begining...

posted on November 13, 2015.

Hi Simona,

the funds were sent from us again after the technical issue was resolved on Tuesday this week, and are now already processed by the payment solutions providers, therefore the processing time of 3-5 bank days is in effect now.

As i expressed our apologies already, we were also not happy with this situation of having a techinical problem which was out of our reach.

In no way are we trying not to pay out. PS. - withdrawals effected by this issue were first approved the first day after they were requested, although then the technical problem arised. which is now addressed.

Moreover - we'd like to let you know that all players who have been effected by this will receive as a gesture of good will a bonus and free spins too.

Thanks again.

Kind Regards,
Lucas
TivoliCasino.com

selma24 Sweden
posted on November 16, 2015.

Monday is here , and still no money... The funny thing is that on saturday i got a new email that my money just been payed out, and the withdrow is now "sucess" under my transaction... So the truth to be told, you just payed out my withdrow, and all the b..s you told so far, feels like a bunch of lies.. I can really say that this is by far the worst casino ever, and would never recomend it to nowone... Now lets hope the money comes...

AskGamblers
posted on November 19, 2015.

Dear @selma24,

Any update regarding your complaint? Did you receive the withdrawal? Please be informed if you fail to respond within the given time frame we will consider this case as resolved. Thank you.

selma24 Sweden
posted on November 19, 2015.

hi! No i did not:(.. Still waiting..

selma24 Sweden
posted on November 21, 2015.

Hi again! Finally got my money, after almost a month.. That says allot of this casino... All i can say, one less player , and hope that people read this before they put theyre trust in this casino.. Verry disapointed for the way they handle this..

AskGamblers
posted on November 21, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.