would you take this further?

**pinkfloyd** · 3rd April 2010, 05:26 AM

Hi
writing this on behalf of my friend ( sitting next to me )
accredited casino here
breakdown.........
joined casino
1st dep cc
2nd dep cc
cashout cleared to player ( not big amount under 100 )
3rd dep
cashout req ( under 100 )
cashout req ( under 100 )
casino requests id docos
this email goes to spam mail so he doesnt see it
4th deposit ( they let him deposit again even tho they wont cash him out )
gets on chat where is my withdraw
u need to send in docs
i help him send in docs
email back from casino within an hour saying date was missing of util bill
i email them back straight away with fresh pic
no reply 2 days
get on chat wheres the withdraw ? sorry sir you need to send in util bill
i email them again asking whats going on , no reply
live chat today says .... staff who review docos are " on holidays "

thoughts ?

**suzecat** · 3rd April 2010, 05:39 AM

Send in the requested doc and the problem will probably go away.

**pinkfloyd** · 3rd April 2010, 06:14 AM

doc has been sent in twice
as stated in my rundown
for no reply
support staff on "holiday " now even tho they replied instantly to the first docs being sent in

and how does a casino allow a player to deposit ... while waiting for docs for a withdraw?

**maxd** · 3rd April 2010, 09:23 AM

We've said it over and over: if you have an issue with an Accredited casino, you've tried to iron it out with their representative here on the forums and have had no luck, then by all means and without hesitation proceed to file a Pitch-A-Bitch.

The Accred list is here: Accredited Casino

The Rep list is here: I-Gaming Forum Reps

The PAB process starts here: Pitch-A-Bitch FAQ

**pinkfloyd** · 4th April 2010, 05:19 AM

yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish

ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep

**footdr** · 4th April 2010, 05:34 AM

I have learned to always send my id and utility bill immediately after making first withdrawal. After I send it I wait about an hour, and then call support or use chat support to see if email received and whether documents are acceptable. I also ask for email address of department that needs to approve the documents and forward them a copy also.

I also ask cs to make sure the email and documents are forwarded to appropriate person/dept.

I keep copies of all chats and record the name and date of phone calls to support.

Generally I have no issues, but I do stay on them, making sure they have not let my cashin "fall through the cracks".

5 years experience with this whole process. Hope this helps

**same_old** · 4th April 2010, 07:14 AM

Originally Posted by pinkfloyd

yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish

ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep

What I normally do is send in the DOCS via scanner AND fax and then tens minutes later I will call to ask if they have recieved it, they are usually good this way.

I dont really think you can complain until you have ALL the facts, wee they busy at the time and backed up with faxes, you being an Aussie im sure played during the day which is night for them so they mave have had limited staff on shift.

there is many factors in play here.

On a side note, does your friend enjoy playing online?

**maxd** · 4th April 2010, 07:18 AM

Originally Posted by pinkfloyd

... i was more looking for players thoughts ... i guess i was looking more for if players thought this was rougish

Yes, I understand that, but what I'm saying is that since this is an Accredited casino here at Casinomeister there are proper channels to follow and "hey everyone, do you think this Accredited casino is a rogue?" is not one of those first steps.

A goodly amount of effort goes into establishing and offering the Accreditation for a given casino. We are asking you to respect that by following the procedures we've put in place to handle situations like you describe.

By all means, if we fail you or let you down -- or your friend as the case may be -- then an open forum debate may well be the next logical step. But there are things to do before you get to that point and as I see it that process is being short-circuited here.

I guess another way of saying this is that for an Accredited casino the Pitch-A-Bitch is not an attempt to blacklist them, it is simply proper procedure after the representative has been consulted.

**pinkfloyd** · 4th April 2010, 11:17 AM

Originally Posted by maxd

Yes, I understand that, but what I'm saying is that since this is an Accredited casino here at Casinomeister there are proper channels to follow and "hey everyone, do you think this Accredited casino is a rogue?" is not one of those first steps.

A goodly amount of effort goes into establishing and offering the Accreditation for a given casino. We are asking you to respect that by following the procedures we've put in place to handle situations like you describe.

By all means, if we fail you or let you down -- or your friend as the case may be -- then an open forum debate may well be the next logical step. But there are things to do before you get to that point and as I see it that process is being short-circuited here.

I guess another way of saying this is that for an Accredited casino the Pitch-A-Bitch is not an attempt to blacklist them, it is simply proper procedure after the representative has been consulted.

i appreciate all this max thats why i havent gone on a rant or named club group casino etc wanted opinions thoughts and good karma

**fortunelounge** · 6th April 2010, 11:07 AM

Originally Posted by pinkfloyd

yer thanks max , i was more looking for players thoughts

i sent the forum rep a message no reply as yet

i guess i was looking more for if players thought this was rougish

ie accepting players deposits still while holding their cashout for id

and now no email or reply for 5 days after sending all completed id in

ill ask him if he wants to sign to the forum for a pab after i hear from the forum rep

I did receive pinkfloyd's PM this morning after returning from the long weekend.

The mail simply asked if our review staff were on holiday and mentioned no other specifics and I replied to that. The review staff were working over the Easter weekend and would have released the cash-in if the documents provided were in order. If they were not, they would have been referred to the investigations team who are only in the office this morning as well.

pinkfloyd should PM me with his /his friend's account details which I will investigate as soon as I receive it.

Regards
Wim
VP Operations
Fortune Lounge