Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Rome Casino Withdrawal
I played at Rome Casino and cashed out $500. I was told it would take 18 days to get my wire transfer. This was my first time winning there and was anxious to get the money. Well, I did get it within the 18 days, even after having to submit the documents I had to send for a first time cashout. Then I continued to play and play and play, depositing LOTS of money. I then won and cashed out my winnings of $1,500 on 9/20/11. I have not received that wire transfer as yet and I'm pretty much being ignored even though I have sent e-mail after e-mail after e-mail. I finally was told that I had become a VIP player and one of the benefits was faster cashouts. Uh, not yet, it hasn't. AND WORST OF ALL, I CAN'T GET A RESPONSE. I did have a couple of e-mail exchanges with Aaron there, my VIP host apparently, and was told that he complained to the finance department for me and the money would be in my account the week of the 10th of October, 2011. This IS the 10th of October and it still hasn't been released from the casino and still says "PENDING" in their 'My Reports" section where you can keep track of your deposits and payouts. I don't know what to do. I really like playing there and would like to continue to do so but I can't get a response from anyone when I submit an e-mail or question -- short of that ONE time Aaron responded to me. Seemed like such a nice fellow, too ...
As submitter stated in the comments below: "I finally got my money on October 19.", we will consider this complaint as resolved.
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It is standard procedure, unfortunately. The good news is that once you do it, you won't have to do it again. It takes a little time to gather the materials, but once you do, you can scan and e-mail them to the casino. I had a complaint previously about Rome, but they have paid me many payouts since then and have been prompt in doing so.
I have asked to withdraw my winnings of a mere $150 & they sent me a email saying I have to send them a copy of my ID, a copy of my credit card (all numbers covered except last 4 numbers), a signed copy of the credit authorization form & a copy of a utility bill with my name on it. Is this a standard procedure
I would like to say again that I did receive my money from Rome. They have been very kind and nice to work with once I got in contact with someone. They immediately sent my money after that and I will definitely play with them again.
I think we just had a misunderstanding that seems to be resolved and I want all to know that I feel they can play and feel confident and safe in dealing with them. Chris P has been the absolute professional and dealt with this quickly and swiftly once he returned to work from vacation.
So, go ... deposit and have fun. I do believe there won't be any further problems.
laz555, I finally got my money on October 19. So, don't give up hope. Good luck!!
At least they had answered you. Hope that you get your funds soon.
Well today is October 20th and I still DO NOT have my withdrawals. Finally Noah answered one of my emails 3 days ago and told me checking with finance and I STILL DO NOT have an answer to where my withdrawals are. This has been going on since 9/11/11. I just dont understand how you can have people answering phones in customer support that dont know whats going on. Then to be IGNORED is beyond. Still waiting for my money even though its been 29 working days.
Great to hear that kbjinks.
Please post your update on this complaint regularly, following the link in your email, since casino reps will not be notified about your reply and the status of this complaint by posting in a comment section.
I wanted to follow up and let you know that after submitting my complaint to AskGamblers, I chatted with Rome Casino and they apologized for the inconvenience, gave me a couple of free chips to play with, AND finally when I checked the status of my pending withdrawal, I was pleased to see the word "APPROVED" and usually after I see "APPROVED" the deposit goes into my account a few days later. It appears that whatever you said or did had an impact. So to Laz555, who was having the same problem, perhaps your situation will be resolved also. THANK YOU, AskGamblers!!
Hello kbjinks,
AskGamblers Support has been in contact with the manager of Rome Casino and we are waiting for their statement regarding your case.
I'm pretty sure that we will heard from them soon!
Well, I am at least glad to know that someone is having the same problem and that it's not just me. I'm not really sure how this works though .... does this site I'm on, AskGamblers, contact Rome and find out what the status is -- or is this just a place for us to complain .... or compliment, as the case may be? What recourse do we have? Anything? I know I won't be depositing any more money now. I just chatted online with someone who ASSURED me I would be paid and he was personally contacting t hem for me and I shouldn't be afraid to deposit. So, like an idiot, I deposited another $80. No more. I am flabbergasted at their unprofessionalism. Some would say what did I expect, I guess, but I've had very good luck with other casinos and been paid as I was told. I just don't get it ...
yes i'm in the same boat. I have a withdrawal since 9/11/11 and still do not have my funds. Keep contacting customer support and they tell me everytime finance is not available. Finally gave me supervisor, ,Stuart to email and havent gotten one response to any of my emails for 2 weeks and the money was supposed to be in my account on 10/6/11. I AM BEYOND ANNOYED.
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