Tivoli Casino - Unreasonable withdrawal time

RESOLVED
traceyall United Kingdom
posted on November 11, 2015.

Made a withdrawal of £601 from here on 26th Oct 2015, despite numerous chats with staff, I have not yet received my funds. Support staff blame the payment provider, last email I received on 5th Nov stated withdrawal will be processed this week or on monday as the latest. Well it is now Wednesday and still no joy, have received another email today stating Kindly note that we are experiencing some delays with the payment provider but as we've been told your withdrawal should be processed within days.
Its not good enough

posted on November 12, 2015.

Hi traceyall,

Good morning.

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

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

Basically the GBP, 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

traceyall United Kingdom
posted on November 12, 2015.

Thanks for giving me the exact same explanation as you did last week. As there is only 1 day left of this week, I will take your response with a pinch of salt.

posted on November 12, 2015.

Hi traceyall,

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 in my previous reply - 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 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

traceyall United Kingdom
posted on November 13, 2015.

The issue was addressed, there should'nt be anymore waiting, the funds will be in your account this week.

Its now the end of the week, no funds.

posted on November 13, 2015.

Hi traceyall,

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

traceyall United Kingdom
posted on November 14, 2015.

Got this today

We are happy to inform you that your withdrawal request of 601.00EUR has now been approved by our Accounts Department and the funds will reach you shortly.

Two things here, from previous e-mails I was under the impression that it was already approved and the problem was elsewhere.
Also my withdrawal was £601 GBP not EURO.

traceyall United Kingdom
posted on November 18, 2015.

Its now 18th Nov, an incredible 23 days since my withdraw and still no sign of my money.

traceyall United Kingdom
posted on November 19, 2015.

19th Nov and nothing.

Got e-mail today

Dear Tracey,

We are writing to you regarding the issue you had with your withdrawal.

We would like to explain to you once again that this has been a technical fault on our payment provider’s side which we are pushing them to solve as soon as possible.


That reads to me as though the problem has not YET been solved.

To add insult to injury I am offered a 50% bonus on my NEXT deposit. As though anyone that has waited almost a month for money off them would put more in!

traceyall United Kingdom
posted on November 20, 2015.

Despite being told in chat yesterday that my funds would be here no later than today, guess what.
I have been lied to for the past 3 weeks.

traceyall United Kingdom
posted on November 23, 2015.

Funds finally arrived after almost a month. I wont be back at Tivoli.

AskGamblers
posted on November 23, 2015.

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