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Club Gold Casino - withdrawal accepted and processed but havent received it

RESOLVED
Complaint Info
Disputed casino Club Gold Casino
Reason Delayed payment
Amount € 2000
mgtstanley New Zealand Message
Posted on July 16, 2014

I withdrew 2000 euros from Club Gold casino on the 4th October, after the pending period of 96 business hours the withdrawal was accepted. My account showed the withdrawal of the 2000 as being withdrawn, however after another 96 business hours nothing had arrived in my account so I started to contact support via chat to find out what was happening. I did this 3x where I was told the money would show up shortly as they assured me it had been deposited and that it was my bank that was probably causing processing delays. My account with Club Gold said it was processed on the 10th October so I gave it a few days and checked my card. There were a number of small deposits in my card from club gold totaling 300 Euro which my bank received on the 14th October and I received on the 17th Oct. I contacted support again to query this and rechecked my account transactions and summary . The summary had changed I had now withdrawn only 540 for the month so I queried the change and they said they would look into it. I have not received any further cash into my card but the summary has again changed to 820 now. I had been verified prior this withdrawal and I am hoping the 1700 Euro will show next week but I an not very confident anymore

Posted on October 22, 2013

We would like to apologize to the delay currently experienced, all previous withdrawals were paid on time, however due to scheduled system maintenance the batch was split causing delays in the approving stage and final receipt of the funds by the client.

With regards to the summary change in her account, please note this is updated automatically when the system receives the new information from the bank.

I am happy to inform the player that the remaining funds should hit the her account shortly.

We would like to thank the player for her patience and also possibly have confirmation once her funds have been received.

Best regards

Dino G

Club Gold Casino

mgtstanley New Zealand Message
Posted on October 23, 2013

I am very pleased to say that the remainder of the money has now shown in my account, I am however somewhat disappointed with the support staff as they did not at any time mention that there were any technical issues and on the last occasion that I spoke with them about the withdrawal I found his manner to be quite unacceptable about me contacting them to ask as he said his colleague from yesterday already explained everything to me and I just needed to wait. However overall I am happy with the outcome.

AskGamblers
Posted on October 23, 2013

 Thanks for your updates! Is this complaint solved?

mgtstanley New Zealand Message
Posted on October 23, 2013

Yes the complaint has been solved thank you

AskGamblers
Posted on October 27, 2013

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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