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Cleos Vip Room - Giving me the runaround with withdrawal

RESOLVED
Complaint Info
Disputed casino Cleos Vip Room
Reason Delayed payment
Amount $ 140
Posted on November 23, 2016

Hi, how is everyone doing today? I need some help with my withdrawal at Cleo vip room. For some reason my payment has been delayed for quite awhile, and according to them already processed and sent. But I have yet to recieve any sort of payment. I started my withdrwal process at the end of Aug. All required information was completed days after the request. They payment was delayed untill Sept 23, where I received a confirmation email. But never was a payment recieved. I was asked to show proof of the non payment received by sending them copies if my bank statements at the time. It has been over three months now, and I have contacted Cleo support numerous time through email and chats. The normal responses are that the person in charge is looking into my case, or that if they have additional information I will be informed through email. I am not sure what is going on but it is not likely they ever sent the wire. I did ask for the transaction number from them but they never gave no information besides they are still looking into it. I also contacted my bank, and they said that there is no such transaction on my account. The amount is for $140, guess its not important enough for Cleo to spend a little time on, figuring the almost four months duration. As of now, I believe if they cant figuire it out after all this time, they wont. So I am here asking for some help in getting my withdrawal, and see what is the problem. I have several more emails and chats that isnt attached. It is just too many too send, but if you require additional information or proof, please feel free to let me know. Thanks for any help or advice you can offer on my issue. Have a wounderful day.

Posted on November 24, 2016

Dear client,

We apologize about this case being dragged for very long. So far, we've had conflicting reports regarding the wire transfer from both the bank and our payment partner for payouts. While it is certain that the wire transfer went out, and it never returned to us when in every other case of failed receipt it does, and everything indicates the wire must have been received, we seem to have reached a deadlock when trying to properly trace the wire transfer. This case is indeed very peculiar, and had never happened to us in the past.

Our management has decided to re-process the cashout via an alternate payment method as an acceptable solution to this problem. We will contact client and process his payment immediately as soon as we receive his information.

Regards,

Cleos VIP Room

Posted on November 26, 2016

Thank you for your efforts. I recieve an email to create a Upaycard account or paytoo account in order to recieve the payment and not run into the same issues. So I created a Upaycard account and emailed Cleo support my user name. Waiting for funds to be deposited, I will update when and if this status changes. Again thank you and happy thanksgiving.

Posted on November 28, 2016

Client's payout will be re-processed today via Upaycard.

Posted on November 28, 2016

Yes today I recieve the funds in my upaycard account, Thank you.

AskGamblers
Posted on November 28, 2016

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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