Prime Casino requests documents then bounces emails!

[nikival8]

Hello, I've lurked on this forum for quite awhile as a way of informing myself on casinos, sorry to make such a negative post, but I've not really had an occasion to post previously.

I played at Prime Casino with NO bonus, and did pretty well winning about £687 or so from my £100 deposit and finishing around £787. was very chuffed at having done so well. I cashed out and received an email requesting CERTIFIED documents by police, I've never even sent in my original ID, and I don't suppose I'd have a problem with doing so (from what I read, it isn't that uncommon) but I certainly do not feel comfortable handing a casino a certified document that they could do who knows what with their solicitors with. I assume that most casinos request documents to verify that a person is who they say are, but doesn't this seem excessive given that I didn't even claim a bonus so they can't even make a claim that I'm a bonus abuser?

Regardless, of all of this, I tried to send them my normal (uncertified license) and my council tax which I think should be sufficient. I've emailed them ten times and they've bounced every email, and I've made very sure that I'm emailing the proper address listed on their website.

What should I do next?

[cynthial]

Hi Nikival8,
Sorry to hear you are having problems. The best I can offer is to use the panel above your post to enter the Casino Contacts page and scroll down. You will find a rep for Prime and you can send him a Private Message from there. I hope this helps you but if not then just hang on, there will probably be someone with more knowledge of this particular casino along shortly to offer some advice. Good Luck.

Cynthia

[GrandMaster]

I played at Prime Casino with NO bonus, and did pretty well winning about £687 or so from my £100 deposit and finishing around £787. was very chuffed at having done so well. I cashed out and received an email requesting CERTIFIED documents by police, I've never even sent in my original ID, and I don't suppose I'd have a problem with doing so (from what I read, it isn't that uncommon) but I certainly do not feel comfortable handing a casino a certified document that they could do who knows what with their solicitors with. I assume that most casinos request documents to verify that a person is who they say are, but doesn't this seem excessive given that I didn't even claim a bonus so they can't even make a claim that I'm a bonus abuser?

Regardless, of all of this, I tried to send them my normal (uncertified license) and my council tax which I think should be sufficient. I've emailed them ten times and they've bounced every email, and I've made very sure that I'm emailing the proper address listed on their website.

What should I do next?

Someone has been given a similar runaround by another casino. One conclusion was that the police in the UK don't certify documents, so don't bother with that. If you don't get any joy from Prime, file a complaint at http://www.ecogra.org/dispute.aspx?Page=3&OP=P.

[vinylweatherman]

It's possible that the E-mail address listed is wrong. Even if the error is tiny, it will still bounce.
Often, some E-mail addresses are set to refuse attachments, thus making them unsuitable for sending in documents. This can be frustrating for the player, as CS seem not to have a clue about this, and just give out the same E-mail address with "it should work, try again".

They have failed to do their research, as the UK Police DO NOT "certify" documents, they arrest and charge criminals, and control crowds.
In the UK, either a solicitor or commissioner of oaths will certify documents. The charge can be up to £70, but should really be around £5 per document if you can find the right place.

Rather than bonus abuse, this looks like they suspect stolen funds have been used, and they cannot pay to the deposit method. This would likely be the case if a credit card has been used to deposit, and payment has been requested by cheque. A bonus would be irrelevant, they still stand to lose the deposit after paying should it turn out the card was used fraudulently.
There may also be an ongoing fraud at the casino, meaning they have tightened their criteria for certain player profiles who will need to supply exceptional levels of identity verification to be ruled out.

Apart from eCogra, there is no real regulation of the industry, and even eCogra is voluntary regulation. From 1st September, only casinos approved by the gambling commission will be allowed to advertise here in the UK. This could give an indication as to which casinos are seen fit to operate by the gambling commission, even though they are regulated offshore. Many offshore regulators are trying to get UK approval for their casinos to advertise, as once approved here, the whole EU market should be open to them. Casinos regulated within the EU are automatically allowed to advertise.

[nikival8]

They are still bouncing emails, but the rep responded almost immediately to my private message and I was paid today.

[cynthial]

That is such good news!
Now don't go back to lurking, your out now, you might as well stay out.

[dazlazz]

hi folks, you can get a doc from the police showing your criminal or lack of it activity - costs about £10 I think. Some of the LGAs ask for it before gaming companies can hire them e.g. Malta LGA, however not heard of a gaming company asking for this kinda of documentation b4.

Regards,

Dazzla