Problem with.. You guessed it.. Club USA

[Lynchie51588]

So I put in 50, get 50 matched, do the playthrough, end at 350. First they ask for my documents whih were stated by one of them to be my ID, a bill, and the form. I go do that at the library, wait the next day and confirm they arrived. I get a response that now they need a couple more things, Proof of fulltime employement????, voided out check, and my ID is too blurry, oh okay thanks for telling me all this at once you idiots.... I go back to the library copy everything that they ask for, send them again, this time making 5 copies of my ID all different contrasts and sizes. I wait another day again and come back on and they tell me my ID is too blurry and that I should find a different way to get them my ID, and that I still need proof of fulltime eployement. What is the deal with this? Do they not realize they are going poor because of the fact that more and more are getting spot lighted for being non-paying scams? I mean really, this is the LAST time I deal with one of these shady ass places. No poker site is ever like this, I guess thats because they aren't based around games that are rigged...

[3mptyseat]

....a few times at CWgroup casinos, but this week I made a withdrawal at allstar, and they redeposited my withdrawal right back into my acct with no email or any correspondence...(it was on a bonus chip with a max cashout, so this was either deliberate or an unusual mistake... ) Since then I have sent email after email to the cashiers to no avail...To no response even... The csr's and the rep here have been helpful, but this whole situation is confusing and given that I never really win at their sites anyway, a weird way to treat a nearly daily depositor... In fact, I have depo'd at a ClubWorldGroup casino nearly everyday since mid September and besides a similarly rigid document verification process to the OP, I have been met with nothing but exhuberant CSR's bonus chips and generous offers...

I will save my breath for now, and see how this plays out, but I concur with the OP...WTF?

[rockycatt]

send a digital camera pic of the doc's they come out crystal clear there fax back form should be reworded to digital image response

[maxd]

So I put in 50, get 50 matched, do the playthrough....

My understanding is that the casino has asked you several times for a clear image of your ID. Not only have you not complied but you've been quite abusive to them in their attempts to get what they need from you.

If you want to solve your problem give them what they need. If not, why are you wasting our time?

[jelsmith]

Do you have a scanner? Just scan and send as an attachment they are crystal.

[SlotsLover]

Do most of the posters here just like to complain? ClubUSA is one of the very best casinos online. If one cannot get along with them, they had better never try most of the other casinos.

If you want unlimited payments immediately, go to your local casino where you will NEVER get a bonus to play extra with or be able to play in the comfort of your house.

Processing of payments is an issue with all online casinos, especially if you live in USA. If ClubUSA owed me $1M, I would not take 99c/$1.00, that is how much trust I have in them.

Let's please not try to accuse every single casino of being rogues, not wanting to pay legitimate winners and fixing the software. It's really getting old and tiresome. Let's try to stick to important issues, like wtf is up with EWX. If the gov't really seized their money, can't we get a gov't report on this?

Sorry for the rant, I guess I woke up on the wrong side of the bed this AM (maybe because I have a lot of $$$ in EWX )

[billy_g22]

I have nothing but good things to say about the whole club world group. I've heard the complaint a few times about them being picky with docs and not having clear ID's but if your having a problem one way just try it another. Like someone said, a digital camera is probably the way your going to have to go.

Once you get all your docs cleared everything is pretty smooth with these casinos. Almost always you'll get paid the next day. (unless it's a weekend/holiday.)

[vinylweatherman]

They could be more helpful though than just saying "it's too blurry". The OP just went and did it all again. FIVE TIMES, and he DID try different contrasts. Maybe he was abusive because of the COST of having this done. He is probably charged for ALL SIX copies he has already made, yet he is just told "go and do it again".

The question is WHY are they too blurry. Most likely it is because public facilities are poorly maintained, and produce poorer copies in general. A digital photo IS better at producing a decent image, yet hardly gets a mention as an alternative. Calling it a "faxback form" doesn't help either, since this is the WORST POSSIBLE way to get a clear copy of a PICTURE. Faxes were originally designed for TEXT, which is why performance tends to be poor with pictures. Public fax machines also suffer from poor maintenance.

A basic cellphone could probably take a good enough image even with the basic camera that often comes with them.

"Proof of employment" can be pretty vague. What exactly DOES prove employment? Each employer does things differently, some don't even issue "paperwork" as such where the jobs are low skilled such as "flipping burgers". Some don't even HAVE a full time job, and there is currently NO requirement in the terms that state you must be employed in order to play there. There IS a term banning students, so proof that you are NOT a student should be enough. A bank statement should be good enough for this, as it will show ANY kind of income, even if NOT from traditional full time employment. It will also indicate it's source, even if vaguely.


It seems there have been a rash of cases recently based on Club World asking for proof of employment. This possibility really SHOULD be in the terms, so that players know that they might be asked to provide this.

For the industry as a whole, players need better advice on how to get CLEAR copies of their documents so that they don't suffer from casinos rejecting their efforts. Documents often look clear to players, but maybe this has more to do with them knowing what's on them, rather than them being able to read them clearly. Science has shown that the process of seeing is quite complicated, and what one person can "clearly see" has another person struggling to make out.

To boost the credibility of their documents, players should consider having a photo of them holding their ID pre-prepared too. This is increasingly being requested as an alternative to "notarised copies". They should also store these images, since they could be requested by another casino, or even by the SAME casino at a later date. "expired" images should be replaced on a regular basis.

Where players have to go "into town" to get this done, see if they can have the images made digitally, and placed on a CD or Flash drive. This avoids having to fax them, and also means they are available for the next time such a request comes along.

[Lynchie51588]

[QUOTE=maxd;396581]My understanding is that the casino has asked you several times for a clear image of your ID. Not only have you not complied but you've been quite abusive to them in their attempts to get what they need from you.
Abusive in chat? I asked them why they needed fulltime proof of employement and then asked them why and how 10 different copies of my ID sent at 3-4 differnet times were not "acceptable" and then the response i get is, "Please contact cashier!" who never responds, yeah im going to get a little angry. How about you guys make the support able to support people with some sort of information, or how about you think a little further and wonder why no poker sites have you send every single piece of information there is about you to some random people in an office...

[vinylweatherman]

[quote=Lynchie51588;396617]

My understanding is that the casino has asked you several times for a clear image of your ID. Not only have you not complied but you've been quite abusive to them in their attempts to get what they need from you.
Abusive in chat? I asked them why they needed fulltime proof of employement and then asked them why and how 10 different copies of my ID sent at 3-4 differnet times were not "acceptable" and then the response i get is, "Please contact cashier!" who never responds, yeah im going to get a little angry. How about you guys make the support able to support people with some sort of information, or how about you think a little further and wonder why no poker sites have you send every single piece of information there is about you to some random people in an office...

You will usually be asked to send in such information, however, this should be dealt with COMPETENTLY by the casino. If support ask you to contact the cashier for further assistance, then the cashier team MUST BE EQUIPPED TO ASSIST. To simply ignore all contacts is not good enough, and is why you, and other players, get angrier. Politeness has NOT worked, so often getting more aggressive, even abusive, is the more common way to make people start to listen. This is how "life" works in general. You should always start polite, but when this politeness is "abused" by the person or company you are in contact with, because they decide you can be "messed around", and you will just "take it" rather than complain, they need that "wake up call". Turning abusive is probably not the most effective way to achieve this, but sometimes it does work, and faster than other methods.

The more subtle approach, often MORE effective, is to "go over their heads". Identify the level at which you are being "blocked", and find someone who is their superior in the organisation, and go direct. Sometimes, customers take a grievance to the media, which has often been the MOST effective way to get "justice" for a clear cut case of wrongdoing. In less clear cases, contacting the CEO's office directly can work wonders.

In this particular case, you can "go over their heads" at two levels. The first is direct to the Club World rep here at the forum, and the second is a more formal PAB complaint.

These two routes have often broken down the "brick wall" encountered when dealing with front line CS.

Club World should realise that had the cashier team NOT ignored your emails, this issue could have been resolved quietly, perhaps by them suggesting HOW you could get clearer copies of your documents produced and sent to them. Much of the help they should have given you has already been given to you in this thread. Look at ways of producing the document images digitally, and sending them to the cashier team by email. Check the images first on your monitor to ensure that the images are clear enough so that any TEXT is clearly readable, and that the WHOLE document lies within the picture, no cropped edges.