Beschwerde #27
Argo Casino
Delaying intentionally my payout
vor 7 Jahren
I would like to point out that before my winnings, i deposited $10, no bonus was requested, or given, was very new to this casino, maybe deposited once or twice before. I had also had the account verified the week before when i joined.
I will copy and paste the chat transcript as it is the quickest way to outline my problem. This was a few days ago, but the issue is still not resolved.
Chat on argocasino.com
Conversation started on : Friday, December 07, 2018, at 16:57 (GMT+0)
[17:01] JLOUISE85: Department : English
[17:01] Sam has joined the conversation
[17:01] Sam: Hello, welcome to ArgoCasino.com! How may I help you?
[17:03] JLOUISE85: i would like too question your policy and procedures regarding withdrawals. My first withdrawal - 1,500.00 eur, requested 2018-12-06 00:40:33
[17:04] Sam: Please provide your login or e-mail so that I could further assist you.
[17:05] JLOUISE85: i spoke to chat twice regarding my pending withdrawal, and was in formed everything looked good to proceed. Then 14 hours later, i was asked to cancel that and submit in lots of $500? this is not stated in the FAQ, just a daily limit of $1500.
[17:05] JLOUISE85: then i cancelled the requested $1500 and submitted 3 x 500.00 eur 2018-12-06 14:57:36
[17:06] Sam: Please type your login or e-mail address into this chat.
[17:06] JLOUISE85: all one after the other. Now the first withdraw was completed 24 hours ago, the other two are still pending
[17:06] JLOUISE85: JLOUISE85
[17:07] JLOUISE85: Why do you make so many delays, when it could have been addressed when i went to chat and asked, not once but twice
[17:08] JLOUISE85: do you think i will cancel it, and play through? is that the way you plan to run a business, hope your players loose, even when they have a win?
[17:08] Sam: One withdrawal has been already processed yesterday on your Visa card. Depending on your bank it may take from 1 to 3 business days for the funds to be transferred to your card.
[17:09] Sam: In case a player wins a big win, our financial department makes individual schedule for each player. All withdrawals are processed in queue.
[17:10] JLOUISE85: i am not worried about my bank, it is the way the customer service is clearly not in the best interests of the customer, it is to suit your budgets.
[17:10] JLOUISE85: they were all done within seconds of each other
[17:10] JLOUISE85: 2018-12-06 14:57:47
[17:11] JLOUISE85: 2018-12-06 14:57:43
[17:11] JLOUISE85: 2018-12-06 14:57:36
[17:12] JLOUISE85: all within the minute of 14:57
[17:13] Sam: The queue is for all players. According to our terms and conditions the administration has the right to make payments in accordance to the individual schedule. Please allow more time for the next withdrawal to be processed.
[17:15] JLOUISE85: you can say any excuse/reason you like, it is obvious that the intent is not for security purposes, or to protect our details, it is in the hope of not having to payout, due to lots of players giving up on waiting, and then loosing their winnings. It just shows the nature of this casino,
[17:16] Sam: I have sent a request to our financial department to speed up your next withdrawal. Your next withdrawal will be processed as soon as possible.
[17:17] JLOUISE85: your terms and conditions say all withdrawals processed with 24 hours
[17:18] Sam: That's the usual terms, according to the terms 6.1 We do not guarantee that there will not be any delay in the processing or receipt of Deposits or Withdrawals.
[17:18] JLOUISE85: you just pro-long that 24 hours by requesting i cancel the first transaction, which i checked, and saw daily limit of 1500
[17:18] JLOUISE85: i am aware, that is why i contacted chat twice in the first 14 hours to question, was my withdrawal meeting the requirements
[17:21] JLOUISE85: thank you for your time. I do hope this conversation is at least used constructively in your marketing department, not just the financial process. Word of mouth, referrals, reviews and happy players goes a lot further than preying on peoples addictions
[17:24] JLOUISE85: i am patient, and playing elsewhere while you take your time. I just thought you should be told how bad it looks, for the first withdrawal, on an account that was already verified
[17:25] Sam: I am sorry you experience this inconvenience. I just want to inform you that the financial Department is aware of your pending withdrawal and will withdraw as soon as possible. Your understanding is highly appreciated.
[17:25] JLOUISE85: with an experienced player, who checked the withdrawal limit, and asked the correct questions
[17:27] JLOUISE85: thank you for your prompt and professional conduct, i am aware you do not make the policies, you just have the fun job of conveying them to angry gamblers
[17:27] Visitor 'like' this conversation
[17:30] Sam: In case you still require assistance, please feel free to contact us. Wish you a great evening for now.
I had already received the funds in my bank account for the first $500, when i had the conversation above. it is still the only one that has been processed, with the other two pending. Please note that no one has emailed me any explanation, and the phone number on the website will not connect, nor would they call me when i asked.
Yesterday they informed me it would be processed yesterday. Below is the chat conversation i had today
Chat on argocasino.com
Conversation started on : Tuesday, December 11, 2018, at 00:06 (GMT+0)
[00:08] JLOUISE85: Department : English
[00:08] Helen has joined the conversation
[00:08] Helen: Hi, welcome to ArgoCasino.com.
My name is Helen.
[00:09] JLOUISE85: why has my withdrawal taken over a week now?
[00:09] Helen: Could you specify your email or login name, please?
[00:09] JLOUISE85: it says 1500 max a week
[00:09] JLOUISE85: i tried to take that and you only let me take 500 a week?
[00:09] JLOUISE85: JLOUISE85
[00:09] Helen: Thank you. Please stay in chat, I will check your request.
[00:10] JLOUISE85: i was told 24 working hours
[00:10] JLOUISE85: it has been 5 working days
[00:10] JLOUISE85: and the weekend
[00:10] JLOUISE85: 7 days now
[00:13] Helen: Thank you for patience. We sent your request to the Finance Department.
Please, expect your withdrawal in the near future.
[00:13] JLOUISE85: no
[00:14] JLOUISE85: i need you to say something different
[00:14] JLOUISE85: i keep getting told that and your website says all withdrawals processed within 24 hours
[00:14] JLOUISE85: 1500 max a week
[00:14] JLOUISE85: what is the issue? can you not afford to pay?
[00:16] Helen: You have an individual payment schedule. Please, expect your withdrawal soon.
[00:16] JLOUISE85: what is that schedule? the website says we will be informed of those details
[00:17] JLOUISE85: no one has informed me of that schedule, is it a monthly schedule?
[00:18] JLOUISE85: why say 1500 max a week if you do not let that actually happen?
[00:19] Helen: According to the rules and conditions of the casino the administration has the right to make payments in accordance to the individual schedule.
Please, expect your withdrawal soon.
[00:20] JLOUISE85: yes i know that, but it says you will inform us of that schedule,
[00:20] JLOUISE85: what day will it happen, and will it only be another 500? not the 1000 owing?
[00:23] Helen: We sent your request to the Finance Department.
Please, wait
[00:24] JLOUISE85: this is the worst service i have ever had at any casino
[00:34] Helen: I am sorry you experience this inconvenience.
We do our best to make withdrawals as soon as possible.
There is something else that I can help you?
I will copy and paste the chat transcript as it is the quickest way to outline my problem. This was a few days ago, but the issue is still not resolved.
Chat on argocasino.com
Conversation started on : Friday, December 07, 2018, at 16:57 (GMT+0)
[17:01] JLOUISE85: Department : English
[17:01] Sam has joined the conversation
[17:01] Sam: Hello, welcome to ArgoCasino.com! How may I help you?
[17:03] JLOUISE85: i would like too question your policy and procedures regarding withdrawals. My first withdrawal - 1,500.00 eur, requested 2018-12-06 00:40:33
[17:04] Sam: Please provide your login or e-mail so that I could further assist you.
[17:05] JLOUISE85: i spoke to chat twice regarding my pending withdrawal, and was in formed everything looked good to proceed. Then 14 hours later, i was asked to cancel that and submit in lots of $500? this is not stated in the FAQ, just a daily limit of $1500.
[17:05] JLOUISE85: then i cancelled the requested $1500 and submitted 3 x 500.00 eur 2018-12-06 14:57:36
[17:06] Sam: Please type your login or e-mail address into this chat.
[17:06] JLOUISE85: all one after the other. Now the first withdraw was completed 24 hours ago, the other two are still pending
[17:06] JLOUISE85: JLOUISE85
[17:07] JLOUISE85: Why do you make so many delays, when it could have been addressed when i went to chat and asked, not once but twice
[17:08] JLOUISE85: do you think i will cancel it, and play through? is that the way you plan to run a business, hope your players loose, even when they have a win?
[17:08] Sam: One withdrawal has been already processed yesterday on your Visa card. Depending on your bank it may take from 1 to 3 business days for the funds to be transferred to your card.
[17:09] Sam: In case a player wins a big win, our financial department makes individual schedule for each player. All withdrawals are processed in queue.
[17:10] JLOUISE85: i am not worried about my bank, it is the way the customer service is clearly not in the best interests of the customer, it is to suit your budgets.
[17:10] JLOUISE85: they were all done within seconds of each other
[17:10] JLOUISE85: 2018-12-06 14:57:47
[17:11] JLOUISE85: 2018-12-06 14:57:43
[17:11] JLOUISE85: 2018-12-06 14:57:36
[17:12] JLOUISE85: all within the minute of 14:57
[17:13] Sam: The queue is for all players. According to our terms and conditions the administration has the right to make payments in accordance to the individual schedule. Please allow more time for the next withdrawal to be processed.
[17:15] JLOUISE85: you can say any excuse/reason you like, it is obvious that the intent is not for security purposes, or to protect our details, it is in the hope of not having to payout, due to lots of players giving up on waiting, and then loosing their winnings. It just shows the nature of this casino,
[17:16] Sam: I have sent a request to our financial department to speed up your next withdrawal. Your next withdrawal will be processed as soon as possible.
[17:17] JLOUISE85: your terms and conditions say all withdrawals processed with 24 hours
[17:18] Sam: That's the usual terms, according to the terms 6.1 We do not guarantee that there will not be any delay in the processing or receipt of Deposits or Withdrawals.
[17:18] JLOUISE85: you just pro-long that 24 hours by requesting i cancel the first transaction, which i checked, and saw daily limit of 1500
[17:18] JLOUISE85: i am aware, that is why i contacted chat twice in the first 14 hours to question, was my withdrawal meeting the requirements
[17:21] JLOUISE85: thank you for your time. I do hope this conversation is at least used constructively in your marketing department, not just the financial process. Word of mouth, referrals, reviews and happy players goes a lot further than preying on peoples addictions
[17:24] JLOUISE85: i am patient, and playing elsewhere while you take your time. I just thought you should be told how bad it looks, for the first withdrawal, on an account that was already verified
[17:25] Sam: I am sorry you experience this inconvenience. I just want to inform you that the financial Department is aware of your pending withdrawal and will withdraw as soon as possible. Your understanding is highly appreciated.
[17:25] JLOUISE85: with an experienced player, who checked the withdrawal limit, and asked the correct questions
[17:27] JLOUISE85: thank you for your prompt and professional conduct, i am aware you do not make the policies, you just have the fun job of conveying them to angry gamblers
[17:27] Visitor 'like' this conversation
[17:30] Sam: In case you still require assistance, please feel free to contact us. Wish you a great evening for now.
I had already received the funds in my bank account for the first $500, when i had the conversation above. it is still the only one that has been processed, with the other two pending. Please note that no one has emailed me any explanation, and the phone number on the website will not connect, nor would they call me when i asked.
Yesterday they informed me it would be processed yesterday. Below is the chat conversation i had today
Chat on argocasino.com
Conversation started on : Tuesday, December 11, 2018, at 00:06 (GMT+0)
[00:08] JLOUISE85: Department : English
[00:08] Helen has joined the conversation
[00:08] Helen: Hi, welcome to ArgoCasino.com.
My name is Helen.
[00:09] JLOUISE85: why has my withdrawal taken over a week now?
[00:09] Helen: Could you specify your email or login name, please?
[00:09] JLOUISE85: it says 1500 max a week
[00:09] JLOUISE85: i tried to take that and you only let me take 500 a week?
[00:09] JLOUISE85: JLOUISE85
[00:09] Helen: Thank you. Please stay in chat, I will check your request.
[00:10] JLOUISE85: i was told 24 working hours
[00:10] JLOUISE85: it has been 5 working days
[00:10] JLOUISE85: and the weekend
[00:10] JLOUISE85: 7 days now
[00:13] Helen: Thank you for patience. We sent your request to the Finance Department.
Please, expect your withdrawal in the near future.
[00:13] JLOUISE85: no
[00:14] JLOUISE85: i need you to say something different
[00:14] JLOUISE85: i keep getting told that and your website says all withdrawals processed within 24 hours
[00:14] JLOUISE85: 1500 max a week
[00:14] JLOUISE85: what is the issue? can you not afford to pay?
[00:16] Helen: You have an individual payment schedule. Please, expect your withdrawal soon.
[00:16] JLOUISE85: what is that schedule? the website says we will be informed of those details
[00:17] JLOUISE85: no one has informed me of that schedule, is it a monthly schedule?
[00:18] JLOUISE85: why say 1500 max a week if you do not let that actually happen?
[00:19] Helen: According to the rules and conditions of the casino the administration has the right to make payments in accordance to the individual schedule.
Please, expect your withdrawal soon.
[00:20] JLOUISE85: yes i know that, but it says you will inform us of that schedule,
[00:20] JLOUISE85: what day will it happen, and will it only be another 500? not the 1000 owing?
[00:23] Helen: We sent your request to the Finance Department.
Please, wait
[00:24] JLOUISE85: this is the worst service i have ever had at any casino
[00:34] Helen: I am sorry you experience this inconvenience.
We do our best to make withdrawals as soon as possible.
There is something else that I can help you?
Screenshot
