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Note: The below report, reprinted here in full, was originally headed with a "Smiling Face" in recognition of a resolution which was satisfactory to both the casino and the player. As the casino then proceeded to delay paying the player, finally doing so after 3 more months and a great number of e-mails, we have replaced the "Smiling Face" with a "Crying Face" Gambling Grumbles relies on the promises made by casinos and when a casino does not live up to its word it undermines the entire mediation process.
Jenny L of Ottawa, Canada, and various reps from the Club Player Casino were talking to each other but neither side was quite understanding what the other was saying.
Finally, Jenny, positive that the casino was using "a delay tactic hoping I would give up" so it would be able to keep her $50 deposit and $300 in winnings. That is when she contacted Gambling Grumbles.
Jenny, however, was wrong. Club Player was not trying to cheat her at all and the whole problem was the result of Jenny and Club Player being on two different wavelengths.
The casino had required quite a bit of information from her (copies of credit cards, her ID, and authorization forms for the cards). This, in itself, bothered her because she told us, "With the Captain Cook casino I didn't have to send any documents and my money went right into my Visa account in 6 business days."
This is what gave us a hint of the problem -- Jenny obviously does not have a lot of experience in dealing with on line casinos. When it comes to refunding money to credit cards, it is a quick and easy process. Casinos are not afraid of being defrauded (after all, they are only returning money that they were given) and generally does not require much, if any, paper work.
The problem with this method of payment, which Jenny was obviously not aware of, is that a casino can not return more than it was sent. So if a player either broke even, or lost money, the casino can send the balance to his credit card -- but winnings have to be paid in another manner (check, wire transfer, using a money processing service, etc). More than that, as when winnings are involved casinos are sending their own money, they require much more in the way of proof of identity.
What frustrated Jenny even more is that when she sent the proof to the casino, it did not receive it. It took several attempts before it arrived.
Then Jenny received an e-mail which she considered to be the straw which broke the camel's back:
"This is Henry at Club Player Casino. I am emailing you in regards to the message you sent to us.
"Your request was scheduled to be approved today however we need the correct Click2Pay account number and the email address connected to that account."
Jenny had no Click2Pay account and obviously could not provide a number for one. In fact, she had no idea of what Click2Pay is.
In reading through the chat exchanges Jenny had with various reps at Club Player the following scenario became clear:
Jenny first asked to have the money sent to her Visa (which could not be done because it was winnings), and when told to chose another method of withdrawal she asked for Click2Pay. She later changed this to overnight express mail but the change was not immediately registered with the Finance Department -- hence, Henry's e-mail to her.
Gambling Grumbles contacted Henry on Saturday and received an immediate reply saying that "The reason why her request have not been processed yet is that she requested it via Click2pay however she has re requested it via overnight express now and we should be able to approve her request on Monday". He said that "after approval it usually takes Finance Dept 7-10 business days to send out and she will receive an email from us with the transfer info".
Is Jenny happy with the results?
"WOW - you guys are good. It's amazing how quickly he replied," she wrote to us.
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