Another Top Game Nightmare (Casino States doesn't pay)

[Bencuri]

First at Rialto, now at Casino States:

1. I signed up with them through the advertisement of Latestcasinobonuses.com and got 10 no deposit bonus.

2. Met the play through, was ready to cash out the max allowed: 100 USD.

3. I asked the Chat about how I can cash out. They said this: I must make a deposit, and then my withdrawal can be processed. As The minimum deposit is 25 and minimum cash out is 100, I asked if I can cash out my deposit and winnings together. The Chat operator tol me: no. He said I must make a second deposit to be able to cash out that. What a ridiculous thing. So I accepted that I deposit, waste my 25 deposit, and cash out 100. I did so, wasted my 25 on some game.

4. I sent copies of government issued ID, driver's license and bank account statement. The Driver's license is EU conform, it is accepted for ID verification in the EU, it has hologram, etc., and it is accepted in every online casino I play, even by Neteller.

5. About a week later comes a letter: I didn't send in docs, so my withdrawal was reversed. Interestingly in the letter they write it: 'Because you’ve played on a FREE BONUS there are a couple of things that you’ll have to complete prior to be able to withdraw your winnings funds.
the total amount that you’ll be able to withdraw is a $100 (and that the total sum after depositing).' What???? The chat operator told me I cannot cash out the 25 I deposited, only my winnings!!! Couldn't they mention it to me earlier??? Thank you for fooling me!!! Moreover I sent the docs about a week ago, so I don't understand why they cancelled my withdrawal saying I didn't send in docs.

6. They replied me again resending the docs saying they accepted my Bank statement, but I must send my passport. What??? I sent them that EU conform Driver's license. Why isn't that enough? Moreover in their terms and conditions they mention that Driver's License is okay. So what is the problem then??? Anyway I don't have a valid passport now. My last passport is not valid now, and in case I make a new one it will cost about the same price as my withdrawal. Moreover now I don't need it bacuse inside the EU I can use my Government issued id for verification. And anyway online casinos never asked for my passport yet, they accepted my Driver's license. What a disappointment!!! Why didn't they mention this when I contacted the Live Chat several times before depositing and asking them about the possible ways of withdrawals? They didn't mention these things. Moreover last week they promised me I will get my withdrawal until New Year. Now I doubt that will be like that.

I will never deposit any cent at Top Game now!!! And in case States doesn't pay I will report them at the Consumer Support Agency of the EU. I see they are licensed in Cyprus, fortunately, that is a EU member country as well. I am fed up with these scams at Top Game now, and I won't let them steal my money!

[Nifty29]

Sorry to hear about your experience Bencuri, although Im not at all surprised.

Why anybody would even think about playing at a Top Game Casino completely baffles me......I notice you had trouble at another TG casino previously, so that would be a red flag.

If anybody wants to know about how Top Game casinos handle issues, just do a search for Rome or Rich Casino etc. The games are crap, the software is annoying, the promotions are ridiculous and predatory, and the management leaves a lot to be desired.

You should definitely make them pay full price for treating you this way - maybe when they realise the terrible PR it generates they will stop these stupid policies and excuses for not paying players.

[Bencuri]

I gave up with the hopes that I will be paid. So I decided to share some chat transcripts I saved and the e-mail from them. I don't care what they will think about it. I don't really think now that they will pay.

Okay, so one side of the cheating:

They required a deposit from me before I could withdraw my winnings. I asked this from them last week on the Live Chat:

'Bencuri 21:44:49
Hello!
Mark 21:44:50
Thank you for contacting online support. One of our support operators will contact you as soon as possible.
Shawn 21:45:27
hi
Shawn 21:45:34
how are you
Bencuri 21:45:35
Hello!
Bencuri 21:45:40
Fine, thank you!
Shawn 21:45:49
Great
Shawn 21:45:56
Merry Xmas
Bencuri 21:46:01
I would like to ask you about my withdrawal.
Bencuri 21:46:55
I won on the 10 free no deposit chip that I got on sign up. I cashed out the max allowed amount, 100USD, that is pending in the cashier now. I also deposited 25 dollars, because it was mentioned in your terms my withdrawal is only processed in case I
Bencuri 21:46:57
deposit.
Bencuri 21:47:22
I wouldn't like to leave that 25 on my account, Is it possible to reverse the withdrawal of the 100 USD and cash out 125?
Bencuri 21:47:49
I only have the deposit on my account. I declined the first deposit bonus.
Shawn 21:48:53
no you can't
Bencuri 21:49:16
can you tell me the reason?
Shawn 21:51:07
because the max cashout is 100$ on the free bonus
Bencuri 21:51:33
so that limits this thing then, okay, no problem
Bencuri 21:52:29
can you confirm me that in case I play and win with that 25 that is on my account now, I can play any games and cash out any time? I guess I can do that as I declined the bonus before playing any rounds with my deposited money.
Bencuri 21:52:51
I would especiall like to play roulette.
Bencuri 21:57:26
Are you still here?
Shawn 21:58:33
you can play but you can only withdraw the 100$ until your second deposit
Bencuri 22:00:19
okay
Bencuri 22:00:25
I have no more questions then
Bencuri 22:00:27
bye!'

Did you catch it??? They say I can only cash out my deposit and winnings from that after making another deposit. What kind of rule is this??? I never heard of such crazy rule...


So they told me I can only withdraw 100. after this I decided to risk my 25, and I lost it. I didn't want to save it because I found it inconvenient to make another deposit.

Now a week later I got this letter from them:

'Dear Bence,
Because you’ve played on a FREE BONUS there are a couple of things that you’ll have to complete prior to be able to withdraw your winnings funds.
the total amount that you’ll be able to withdraw is a $100 (and that the total sum after depositing).

in addition you’ll have to send copies of the following documents:
· A copy of a Utility bill from within the last 3 months
· A copy of your Passport or a copy of your Driver’s license
· Your money bookers account number.
Attached is a voucher needed as well , your account ID is: --------
Most importantly, because we have not received your documents yet, your withdrawal was cancelled and you will see the funds back into our account.
It is important that once you send all the documents, that you please log in and ask for a new withdrawal request.
This allows us to get an automatic message in our system and thus re-begin the withdrawal review process.'

Now, one week later they say I could have cashed out my deposit as well. Why didn't the Live Chat operator mention it earlier before I decide to waste my deposit? And I sent them my docs a week ago, last thursday. So why didn't they check them since then?

Another cheating:

Why did the reverse my withdrawal saying I didn't sent in docs??? Today the chat operator checked my account and he could see the docs I sent in last week. So they received it. Why didn't they checked that before saying I didn't send them in and reversing my withdrawal?

You can see from the letter that they write the Driver's License is okay for them Every reputable casino, Bwin, William Hill, Bet 365, even Neteller accepted my Driver's License, for some reason Casino States doesn't. A no name, little casino has higher standards then William Hill or Neteller? Hehehehe Good joke!!! It is a brand new driver's license with the latest security elements on it, hologram, stamp, etc. Why don't they accept it????? I can even use it to cross the border to some non-EU countires.

[bernynhel]

They say, "· A copy of your Passport or a copy of your Driver’s license" so just tell them you don't have a passport. They already have you license and a utility bill and the Moneybookers account number? So just make another withdrawal request. If you have another Live Chat transcript showing Live Chat knew your ID documents were OK, email a copy of that Live Chat with any other documents they don't have yet, if there are any they don't have. Good luck!

[Bencuri]

They say, "· A copy of your Passport or a copy of your Driver’s license" so just tell them you don't have a passport. They already have you license and a utility bill and the Moneybookers account number? So just make another withdrawal request. If you have another Live Chat transcript showing Live Chat knew your ID documents were OK, email a copy of that Live Chat with any other documents they don't have yet, if there are any they don't have. Good luck!

Good thought however you see that I posted docs last week as well, and the reversed my withdrawal without checking those. And the reason for reversing the withdrawal was that I didn't send in docs. So you see it is not enough to request another withdrawal only. It is obvious they don't care about it, they didn't even care about the documents I sent in.

Anyway I sent them everything by now, even the chat operator assured me that everything will be forwarded to the financial department (I always wonder if there is any department like that at all in these casinos), and they replied me this way:

'Dear Bence,

Please note that we have received the copy of your bill and your picture ID. However we have to request a copy of your passport in order to validate and update your account with a valid picture ID, this is for security measures. Thank you very much for your understanding and cooperation in this matter.

Best regards,

Gianna
Security Department'

In their previous letter they writes what you also noted: Driver's License or Passport. Even in their terms it is said Driver's License is okay. I wonder what the problem is with it now. Even Neteller accepted it, however their verfication process was one of the most strict I saw up to now. I wonder why this low end casino doesn't accept it. I doubt they have stricter security then Neteller.

[me_and_ed]

I went through the same bullshit, they even demanded a bank statement, I told them to go F**K themselves, this was after them getting c/c, a piece of mail and a D/L with full picture. I have been playing online a long time now and it just keeps getting worse and worse, casino's hiding behind bullshit laws, documentation requirments beyond their own T&C's, spam, selling of info, I am so done with this program!!!

[Bencuri]

Just another odd think to laugh at that arrived today:

Dear Bence:

Thanks for contacting our security department!

Please advise that the reason why we did not accept the documents in the
first place is because we require a hard copy of your passport.

We will be more than glad to process your request once that has been
received

Best regards,

Allan
Security Department
www.casinostates.com
1-888-258-3340


So now they want hard copy??? Heh...

And also from today, I am asking them about the license of the casino:

Bencuri 10:23:15
Let me ask you something.
Grace 10:23:20
Sure
Bencuri 10:23:47
I checked your contact section in the casino site, but I don't find your mailing address.
Bencuri 10:23:57
What is your Mailing address?
Grace 10:24:08
We can not give out a physical address for security reasons
Bencuri 10:24:41
Are you licensed in Cyprus?
Grace 10:26:26
Costa Rica
Bencuri 10:26:40
You write on your web Cyprus.
Bencuri 10:26:43
How is that?
Bencuri 10:26:49
It is false information then.
Grace 10:27:10
No, on our website it clearly states that we are licensed for Business in Costa Rica
Grace 10:27:21
http://www.casinostates.com/terms-and-conditions/
Bencuri 10:28:24
Okay, but in the About Us section:
Bencuri 10:28:26
CasinoStates is a wholly owned subsidiary of Proxima Technologies Ltd., a Cyprus based company.
Bencuri 10:28:35
so what is the actual situation now?
Grace 10:28:42
The support is based in Costa Rica
Bencuri 10:28:59
But where is the casino licensed at?
Bencuri 10:29:18
At another place you write:
Bencuri 10:29:20
CasinoStates.com operates under a license granted by the Gambling Commissioner, Gibraltar, a self-governing British Overseas territory and a member of the European Union and the OECD under Top Game software operation license.
Bencuri 10:29:30
So it is the 3rd version now.
Bencuri 10:29:39
What is the true place of your license.
Grace 10:29:55
We have offices in all those places
Bencuri 10:29:57
I just want to know where the place is to which I supplied my ID.
Bencuri 10:30:00
Ok.
Grace 10:30:04
Costa Rica
Bencuri 10:30:40
Ok

[Seaman63]

Bencuri, instead of posting this at every forum around the www and trying to bash the casino, you maybe should better try to contact the forum/affiliate through whom you signed up. They will have a direct contact to the casino and are more helpful with resolving your issue.

[SlotMonster]

Bencuri, instead of posting this at every forum around the www and trying to bash the casino, you maybe should better try to contact the forum/affiliate through whom you signed up. They will have a direct contact to the casino and are more helpful with resolving your issue.

This is what you had to do BEFORE posting IMO.

[Wildfire7]

Under no circumstance EVER should a player send the original passport to a casino through the post.

Basically they have no right to ask you to surrender your passport (and freedoms) which is effectively what you are doing if you adhere to what they say.

Unless requested by immigration control, the police or interpol etc your passport stays with you.

It is absolutly outrageous they have the audacity to make such a request.

Mike