withdrawal problems
My whole story is quite long so I'll make it as simple as possible.
My username is < removed >and I am living in Australia
I have been playing Euro Play Casino for about 2-3 months. As I believe Playtech software is quite reliable and enjoyable, I haven't had any problems with playing it.
On 13 January, I deposited $100 AUD and won about $700 and tried to place an withdrawal request. I was kind of knew that they will proceed my withdrawal as late as possible because I have experienced that from my previous request. I requested a withdrawal once on 03 December and I got my money on 5th of January. Everytime I logged in and asked live support, they kept saying "wait 2-3 days more" and it became 1 month at the end. Their favorite answer was "don't worry my friend, you will get your money soon". Surprisingly, I did not complain that time and what I did was keep waiting. Eventually I got my money but was not really happy.
Back to the point, today I couldn't even withdraw my money. I normally used VISA withdrawal (Credit card option) and I tried to place a request as usual. But guess what...
there is no option to select my card which has been completely deleted by some reason. The system remembers my credit card and the only option was to choose my credit card in drop-box menu. Of course I wanted to know what happened, and I immediately click on "LIVE SUPPORT" for assistance.
They said "technical issue" and asked me to come back in 2 hours time (they even gave me the exact time frame). I came back after 2 hours and asked them again. Then, they told me to come back in 2 hours time. I doubt that they didn't even know what was going on there, however, I came back after 2 hours again. now they said come back in 4 hours then it would be fixed by then. I eventually came back again with no more questions. I approached to one of live support agents and explained the same thing again. Now they said because I had pending withdrawal and this was the reason why I could not withdraw. How does that sound? I've done 2 withdrawals last months and that was success without any problems and now they just tried to escape that moment having difficult conversation with customers. I argued with them and wanted to seek for alternative method of withdrawal. The consultant said I can try Citadel withdrawal option (direct deposit to bank) for the time being. I have heard that was not available for Australian residents. I asked him whether it will be processed even though I am living in Australia and the live support guy could not answer.
I made my point that I would like to make sure first before withdrawal and asked him to transfer me to a person in charge.
I was approached to the manager whose name is 'Tomas'.
The blow was the conversation captured:
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I: I have spoken to almost all of your team regarding same matter of issue
Tomas: As of now since you are not able to place the withdrawal with VISA, you can make withdrawal with Citadel
Tomas: but not with paper checque
I : is Citadel direct banking?
Tomas: Yes
I is that eligible for withdrawal for Australian residents?
Tomas: yes
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He clearly said "yes" for the first. then have a look at the below again.
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I : and what about citadel
I : you said it is direct banking to Australian bank
I : how long rougly it will take?
Tomas: 2 to 7 business working days
I : the reason why I keep asking you is your team members told me Citadel is not available for me
Tomas: Yes but since there's sone technical issue processing withdrawal via VISA
I : it makes me little bit confusing as none of you saying that can be my alternative option for withdrawal
Tomas: that's why I am asking you to make the withdrawal with VISA
I : hang on...
I : consuing again
I : u said Citadel can be possible for me to have withdrawal
I : and now you're saying do it with VISA?
Tomas: ok
I : ??????
Tomas: Send one E-mail to support@europlaycasino.com
I : send what..
Tomas: E-mail
I : about ?
Tomas: with question, whatever question you have right now
Tomas: ?
I : sorry back to the point
I : my question is simple all right?
I : i wanna withdraw my money
I : and VISA is not working at the moment right?
I : can I withdraw with Citadel or not
I : i know you guys never respond to email which I've experienced since I joined here
Tomas: simple send an E-mail
I : i will
I : but what is your answer?
Tomas: you will get all answer of your questions
I : hey tomas listen
Tomas: what answer ?
I : my question is just one
I : since VISA is not working.. can I withdraw with Citadel and is that working for me?
Tomas: and I already asnwered, try to place them if it allowed you
Tomas: rather keep it in your playable account
I: now your answer has been changed right?
Tomas: and we will try to process
I : u can't even guarantee whether that's working
I : this is so great..
Tomas: Whatever
Tomas: I can not answer anything more
I : i may need to come back later then
I : calm down there
Tomas: if you want you can send one E-mail to support@europlaycasino.com
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This is how they treated customers with questions.
I have pending withdrawal of $1000 and $700 still in the system.
I sincerely asked Askgamblers for assistance regarding my matter.
One more things to add regarding my pending withdrawal $1000.
Tomas (he indicated himself as finance team) promised that to be proceed by last week but he now says within this week. I hope this will be done as promised this time.
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