Casino extreme insist on documents I don't have

[christina]

I have been trying to get my winnings from them for a year and a half

According to my records the deposit of 200 was never returned too.

The total cashout was of $625

I sent them a German ID which contain my address and also a recent utility bill.


They emailed me back telling me my documents are not approved because they want a utiliity bill in English.

I replied that this is Germany here and there is no company that would supply a utility bill in English and they insist on not paying me.

I contacted Bryan at that time and he tried to help, he gave me a company that might give a utility bill in English but this is a provate company and I don't use their service.

They were firm with the casinomeister too of not paying me.

I thought maybe the redemption will come from Monatana, well I was wrong.

They copied the email of the casino and sent it as a final decision from their part.

I feel that the ones who responsible to pay are not paying, not the casino and RTG does not care.

I keep emailing them, telling them I don't want to run to the forum but they wouldn't even reply.

Shame on them , even the deposit I had not got an opportunity to see and I used NETeller and also I never chargebacked and won't do it.

I want to get my money from them the right way.

Dear xxx,
We have been notified by other players with this same issue that you can contact a utility company and request a copy of a bill in English. Once you have submitted this information to the operator they will review your account and process your withdrawal if everything is correct. Please let us know if you have any questions. Thank you.

The Player Dispute Team

I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

[Westland Bowl]

If an online caisno is going to accept deposits from many countries besides English-speaking ones, they are going to have to accept that driver's licences, utility bills, etc are not going to be in English. If the non-English speaking player deposited via Neteller or some other one like it, then they should accept that Neteller/others have done their homework to verify the identity of the player. How do they currently verify Asian players with Asian-language documents?

[suzecat]

Christina this just sucks! I can't think of any way around it other than for you to have a copy of a utility bill translated by a certified translator (and they won't do it for free). With $626 on the line, I would check into the cost of a certified translation if it were me. I have had to do this in my former line of work and I seem to recall that it ran about $25/page (but that was ten years ago). Best of luck to you.

[Let_It_Ride]

Originally Posted by christina

I
I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

Hi Christina

as Suzecat said this really does suck, the whole point of providing a utility bill is so that they can check your home address, which will not change when translated anyway, otherwise imagine your poor postman he'd have to speak every language going.

I've just emailed this casino and asked them if I open an account etc. what documents will they need from me, and have told them up front they'll be in french as I now live in france. I'll let you know what they come back with.

Let IT Ride....

[spearmaster]

Geez...

I have to agree - that is an absolutely silly rule - but you have to understand that they also need to be able to accurately verify your identity and address - which you managed to register in English

I know, more money out of your pocket to get a notarized translation but if it solves the problem it might be worth it...

[Let_It_Ride]

Originally Posted by spearmaster

Geez...

I have to agree - that is an absolutely silly rule - but you have to understand that they also need to be able to accurately verify your identity and address - which you managed to register in English

I know, more money out of your pocket to get a notarized translation but if it solves the problem it might be worth it...

but even under translation the name and address will not change as well as the name of the utility company, not from german to english anyway, I could understand if it was for example the russian alphabet.

anyways the casino replied to my email and said I would need to provide transalted and stamped docs, silly rule but at least they were consistent and up front.

So agree with spearmaster looks like you'll need to get the docs as they want them. But may be worth a phone call to them first to ask if they'll take maybe a document from your local town hall with their offical stamp.

A useful post as it highlights yet another thing to add to our check lists when choosing an online casino.

Hope it works out okay.

Let It Ride.

[GrandMaster]

Would it be too much trouble for the casino to use something like babelfish to translate anything they don't understand? In any case, things like name, address or date of birth are not exactly difficult to make out in German or French or any other major European language even if you don't speak the language. This is a clear case of the casino messing with the player in order to delay or deny payment.

[schankwart]

This is obviously a supposed "run-around" for Christina or awful inability by Casino Extreme.
As mentioned above they are accepting customers from all over and then should be able and willing to deal with such problems themselves. If they wanted to, it would not be any problem for them to clear this document for her payment. I have already sent docs in my countrylanguage to endless Casinos where there have always been CSRs who had no idea about what was written on there.

This problem I have never heard of before.

[Sodax77]

Originally Posted by christina

I have been trying to get my winnings from them for a year and a half

According to my records the deposit of 200 was never returned too.

The total cashout was of $625

I sent them a German ID which contain my address and also a recent utility bill.


They emailed me back telling me my documents are not approved because they want a utiliity bill in English.

I replied that this is Germany here and there is no company that would supply a utility bill in English and they insist on not paying me.

I contacted Bryan at that time and he tried to help, he gave me a company that might give a utility bill in English but this is a provate company and I don't use their service.

They were firm with the casinomeister too of not paying me.

I thought maybe the redemption will come from Monatana, well I was wrong.

They copied the email of the casino and sent it as a final decision from their part.

I feel that the ones who responsible to pay are not paying, not the casino and RTG does not care.

I keep emailing them, telling them I don't want to run to the forum but they wouldn't even reply.

Shame on them , even the deposit I had not got an opportunity to see and I used NETeller and also I never chargebacked and won't do it.

I want to get my money from them the right way.

Dear xxx,
We have been notified by other players with this same issue that you can contact a utility company and request a copy of a bill in English. Once you have submitted this information to the operator they will review your account and process your withdrawal if everything is correct. Please let us know if you have any questions. Thank you.

The Player Dispute Team

I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

They have Customer Services Manager here.
http://www.casinomeister.com/forums/...henrymacn.html

Or did you contact him already?

[spearmaster]

Originally Posted by GrandMaster

Would it be too much trouble for the casino to use something like babelfish to translate anything they don't understand?

Have you ever tried Babelfish? You wouldn't believe how bad it butchers some translations... sometimes it's actually easier to try and read the foreign language and catch the words you DO know

In any case, things like name, address or date of birth are not exactly difficult to make out in German or French or any other major European language even if you don't speak the language. This is a clear case of the casino messing with the player in order to delay or deny payment.

I think the excuse is pretty flimsy myself.