This is what I call professional and responsible Customer Support.
Keep up the good work!
jwindolff submitted a complaint.
Waiting for pay-out from Aladdins Gold Casino
I filed a report earlier but it seemed to have disapeared . Why? I ahve been put off for 4 days now waiting for a cash out. Its still in pending. When I inquire the only answer I get is "your information has been forwarded to cashier." No one seems to care if people recieve their cash outs or not.
Hi, I checked your account and all seems to have been processed. There have been a number of check withdrawals this month on your account with the last one being approved on the 4th.
Please let me know if there is a specific withdrawal that was causing you concern, and please don't forget there is a limit to the amount we can send by check per week.
I was given one tracking number, however there were two withdrawls you processed on the 4th of July. As for withdrawls this is my first by Check Courier so I have no idea what account you are referring to....jw
We seem o be looking at the same account. However I would suggest you contact out Support team should you need any clarification.
It would be best while the cashier is in the office during business hours Monday to Friday to find out exactly when the next check will be sent.
When the next check will be sent? They both should be on the way . They were taken out of pending at the same time. Why would it not be sent? Looking at the same account? What about your statement of multiple cash outs. I could ask the cashier but they never seem to answer. Are you writing to help solve this or just to justify why its been 14 days since the first cash out and I have recieved zero...jw
Hi again John,
Hope you are doing well.
Further to your request, please let me confirm both transactions processed on your acct:
$500 Courier check 7/4/2012 2:19:58 AM
$2,470.00 Courier check 7/4/2012 10:23:34 AM
If you have any questions or need help with anything please do not hesitate to contact us.
"Entertaining the world"
Here is the E-Mail I was sent, the casino doesn't seem to want to do what it says it will...jw
Typicall of Aladdin service, they give a partial answer that obviously he knew nothing about what had happened. They just do not like to pay out.....jw
I believe you have already been sorted out on this today after dealing with our support team.
One check is already on it's way to you if you havent already received it and the second check will be sent this week.
The reason for the delay is that we can only send a maximum of $2,500 per check per week. As your cashout was over this limit this is the reason that only one check has been sent currently and has nothing to do with us not wanting to pay you or slow paying you.
You should have been informed of this proceedure when you cashed out?
Yes, I finally recieved an e-mail from Karolina and she informed me about the checks. So I consider this matter closed. ....jw
There is still the issue of a missing deposit I was charged for but never received. I have sent in my statement twice, still no response. So no, I do not think this matter is closed...jw
Hi, please can you confirm if you have reported this to our CS or cashier team?
I have sent in my information on two seperate occassions and Aladdins comes back with the same no nothing response. It must be in your records ....jw
typical, never get replies on weekends or off hours, look who your clientel is AMERICANS be there when we are hear. Not when you want...jw
Hi, I checked up on this and your information was checked.
The highlighted amount on your statement provided was not relating to our casino. This would have caused delays in finding out what happened to your deposit.
We also checked a previous amount which does belong to our processor. We double checked this and can confirm the deposit failed so you shouldnt be charged. It may show on your account but its likely it will take a couple of days to show up, back on your account.
I feel it would be best to continue your communication with Karolina as you have previously been sending emails to her on a daily basis. Adding this will only confuse issues and likely cause a delay in resolving this for you.
However, please keep an eye on your statement for the failed transaction coming back.
I still have not been given my deposit credit for the deposit I was charged for. Then you answer over two weeks later and say it should credit back in a couple of days. Well it has not. If you would have taken the time to check the first 4 times I asked support it might be settled. Instead you just ignored my e-mails. So Again I ask if I may have credit for a deposit I was charged for on 7/13. It has not creditted back....jw
I think one of the issues here is the number of people you are bringing into the problem. I know you contacted our CS, I know that you have been in regular contact with Karolina, there is at least two people in this thread plus the cashier and risk team.
I'll get someone to get in touch with you and request that you only update this thread once all has been sorted out.
Why should I believe that you will handle things? I have ben waiting for almost a month. The E-mails you speak of, I have not sent one in some time. I sent e-mails and the problem did not get solved, now your saying just do nothing and it will get solved...Ha! You realy need to work on costumer support. Read that every one, they want me to stop writing e-mails when they rip you off. Why?...jw
I believe you need to check your account.
I have spoken with Karolina, our cashiers and our risk team and HAVE sorted this out.
From our point of view the transaction failed, we received no funds. However, as a gesture of good will we have credited your account with the 'missing' $40.
This should settle any outstanding issues with the missing money. I hope worked well on that customer.
That would solve it for me. Don't know where the 40 went but if Aladdins is O.K with it, so am I...jw
Not a problem.
This matter is closed. Solved !
Nice to hear it! Complaint solved!
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