Royal Vegas withdrawal

[jena1953]

Hello all,

I am new here, and i like to share a problem with you. For a couple of years i play at several online casino's. Also at Royal Vegas from the Fortune Lounge Group. About a week ago i made a withdrawal (100euro) and wait for it to show on my moneybookers account. After a couple of days, nothing received, i take a look at my casino account and see that withdrawal was still work in progress. So i started live suport, they tell me that they need new documents from me. So i send a bill and a copie from my passport. I then got an email and they say, bill was oke, but the passport was black and white and that was not acceptable. So i send in a color version, and they let me know they received it.
No money received, so take another look at my casino account, still in progress, so i emailed the costumer support, and they say, we did not receive your documents, so i start another conversation with the live support. First they say, we did not receive the documents, and then they find them, so i had to wait. Today i emailed again, and now they say the documents ware not accepted, i must let them certified by a commissioner of oaths ???
So i start another live support conversation and ask them what they want to do, and they tell me that i must go to the police or a lawyer for a stamp on my documents and then send them to them.

I tell them that i was playing for a couple of years with them and also at Platinium Play and 7 Sultans (both also from the Fortune Lounge Group) and there were no problems. And they have already a copie from my older passport and bills. Then i asked them what was wrong with my documents, but they did not want or could tell me.
I am very frustrated right now, and i think there is nothing else i can do, except going to the policy or lawyer, which i am not going to do. So i think i lost my 100 euro's.

If anyone knows what to do, please tell me?

[breakstone]

Ask for your deposit back, close your accounts wth Fortune Lounge and go elsewhere.

[jena1953]

I don't think they will give me back my deposits, that was a lot more then the 100 euro's And i will close my account if there will be no solution.

[P.V.]

First off they should have notified you that they needed new documents and not left you hanging in space. I understand them needing a current bill but if they accept docs by e-mail and fax then how would they expect you to send a colored fax? They misplaced them the second time you sent in your docs and then they find them, oh my! Now you've sent your personal documents 3 times by unsecure e-mail and they're still denied? Several places are wanting the docs to be notarized now days, not sure why. At a notary or whomever you'll show the same documents the casinos are asking for such as ID etc so it's like your verifying yourself twice. Personally I'd stay on them and get paid, don't let them off the hook. In the future I'd pre-verify before depositing.

[jena1953]

For me it is new that they should documents verified by police or a lawyer, and if that is a new rule i think a lot of people will stop playing online, i know i will. But, to tell you the truth, i don´t believe this, i don´t know why they do this to me.

And offcourse you can pre verify before depositing, but i never have any trouble in this casino, and i made a lot of deposits and even made some withdrawals to.

[KasinoKing]

If anyone knows what to do, please tell me?

This casino is Casinomeister Accredited.
One of the stipulations they must adhere to states:
"Must not implement terms that can be construed as "unfair" towards the player."

Personally I think what they are asking for is very unfair for a long-time customer with previous deposit & withdrawal history.

So I would Pitch-A-Bitch.
(Please read & comply with the FAQs for this).


KK

[maxd]

Hi, Max Drayman here. I handle the Pitch-A-Bitch stuff here at Casinomeister.

What KK said above is all good advice. The only thing I'd add is that the PAB FAQ is pretty much required reading for those wanting to use the PAB service. The FAQ starts here.

Happy reading and I'll be looking for your PAB.

Regards,
Max.

[jena1953]

Thanks KasinoKing and maxd, i will start reading the faq for PAB.

[maxd]

FWIW, don't be intimidated by the FAQ. It may seems like there's a lot there but it's all pretty basic really, most of it is just common sense stuff.

[jena1953]

I did read it, and your right
I will fill in the PAB forum later.

Thanks again.