Buzzluck Casino - Misinformation from Live Chat Support leads to $9 fee charged twice!

RESOLVED
Tonysurfer369 Australia
posted on March 10, 2016.

Dear AskGamblers DMT
I have been a patron of Club World Group of Casinos for over a year already and have deposited many times at each of their 7 brands.
Last Thu March 5, 2016, I deposited a total of $US110 at Buzzluck Casino and played with my own money, i.e. without bonuses but lost the lot. I asked their Support for cash back bonus and was given $US55 non-cashable with 10X Wagering requirement and 10X max cash out. I was lucky this time to reach the 10X WR of the bonus, i.e. $US550 so I contacted Live Support to ask if I could play on in order to increase my balance to include bonus amount of $US55 plus the $US9 wd fee via VISA, a total of $US64 - to be deducted before cashing out - on top of the $US550 max cash out which was already achieved that would bring the total balance to $US614. That way I could wd the net total of max cash out, i.e. $US550. I first chatted to Helen then to Greg - he is a Supervisor mind you - and was told by both it was OK to play on to a balance of $US614 that would give me a net amount of $US550 withdrawal after the deductions. I am forwarding the transcript of the chats to you at [email protected] Legal point in all this is, I was taking a risk to continue play aiming for a balance of $US614!
I could have lost the lot in my account balance!
Still I was advised by their Live Support Agent, Helen and their Supervisor, Greg, that I could play on to cover those deductions before cashing out! As it happened, I reached after several hiccups the full intended amount of
$US614 but to my extreme chagrin I found out last Monday that the $US9 wd fee had been deducted twice leaving a clear cash out amount of $541 to go back to my VISA CC! I requested that the $US9 was returned to my balance at Buzzluck but all I got from Support agents and Kate the Supervisor of morning shift last Tue was, "We apologize about misinformation but we cannot refund the wd fee to your Account Balance as it is normally deducted from the max cash out, NOT from final balance achieved".....
Another issue is that I am still waiting to be paid one full week after requesting withdrawal although Buzzluck Casino advertize 24 hrs cash outs!!!!!!!!!!!!

posted on March 11, 2016.

Hi Tonysurfer369,

I just reviewed the chats you had with CS agents including Helen and Greg and seems as there was some misunderstanding. Cashier always remove the fee from max cash out amount as this is the most you can pay out.

The CS agent should explain in better. Therefore on this occasion we credited the $9 to your account balance.

In regards to the pay out times we usually approve cash outs in 24-48 business hours however then it takes some time to clear unless you use online wallet which is instant. Standard processing may take between 3 to 7 business days, depend on intermediary bank and customer bank/card issuer processing policies.

I hope this answered your concerns however if you will have any other questions or problems please do not hesitate to contact us.

Kind Regards,
Karolina

Tonysurfer369 Australia
posted on March 13, 2016.

I have made a few attempts trying to verify the explanation about the method of returning $9 to my Account Balance at Buzzluck Casino, but their History app for games is not working!!!!!!!!!!
Please stand by until they fix it...
Tonysurfer369

posted on March 16, 2016.

Just to confirm that the $9 was returned to the players account on 3/11/2016.

Please confirm that this complaint can be marked as resolved.