Ag Awards

Withdrawal Problems (AGAIN!) at Casino Room

Complaint Info
Reason Delayed payment
Amount $ 150
Posted on July 23, 2014

This is the second time I've had major problems withdrawing at CasinoRoom. This time, I'm waiting since March 14th for a withdrawal of $150. Again, they are saying that they are having 'Problems with Bank Transfers'.

After several emails to support asking when my withdrawal will be sent, on April 3rd, I received a response saying "If everything works as planned the pending funds should be sent out by tomorrow". It's now April 12th and support is now saying that my withdrawal has NOT been sent, and they don't have a timeframe on when it will be sent. This is not acceptable.

Furthermore, to add to my frustration they said other payment methods are working fine. But when I asked them to cancel my bank transfer withdrawal, and I will resubmit it through ClickAndBuy (my deposit method) they stated that they cannot do this!

After the first time this happened, I was understanding.... but this is the second major delay within 3 months. This is not acceptable.

CasinoRoom, it's been 4 weeks.. No more excuses... please send me my winnings.

Posted on April 14, 2014

Dear twelve_22

thank you for the feedback, we are terribly sorry, this is not the first time you experience delays, but I assure you this was not on purpose and we have been following up with our merchant on a daily basis to make sure the pending transfers are completed.

We understand the importance of fast payments and we'll do our best to fix this moving forward. I know I have said this in the past, but the process behind it turned out to be overall a bit more complicated on a technical level than we first thought. Both our accounting team and the merchant have been looking into this and we have found a better way to improve the process of bank transfers.

The information you received from our support was accurate, the issue affected only bank transfers and this is because the payments have to go through several stages until the funds are finally transferred. In this case the payment was "stuck" in a state that we could neither approve nor reverse in order to pay out to other options.

Now I have good news, your transfer has changed state and it should not take longer for you to receive the funds, perhaps one additional day or two at the most.

This is also good news for other customers who have been waiting for their BT.

Now that the problem has been solved I have credited a little something for you, please login to your account to find out. I admit that it took a lot longer than expected to solve this, but please rest assured that we will always work out any issues you may experience.

Your satisfaction is very important to us, casino is all about entertainment and having fun and we thank you for your continued patience and once again I’m sorry for the inconveniences this may have caused you. We want happy customers!

Best Regards


Posted on April 16, 2014

I am happy to report that I received my withdrawal. Thanks again Omar for taking care of this.

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