Help! Cashout problem.. Emailing sensitive documents..

[BubbleG]

Hi all

I'm currently having a problem cashing out of a casino due to the fact I have no photo ID, I have provided copies of a utility bill and drivers licence but so far they are not accepting the licence even though the drivers number and all other details are perfectly legable and correllate to those on the utility bill and those already provided at registration.

Here's a brief outline of the situation so far.

I played at X casino last weekend depositing apr $1200 i finally cashed out sunday evening apr $1205. After the 24hr reverse period is over and my cashout is in process. NO. 48hrs later I get an email from support saying

"When we performed a routine security check, we noticed that the information registered for your account is incomplete. In order to verify these details and to comply with banking and fraud control rules, we need you to fax us the following documents as soon as possible.

Full Name
Residential Address
Telephone Number
Copy of a recent Utility Bill, not older than 3 months
A copy of your drivers license"

Incomplete information, what BS. They had enough information for it to not be a problem making a deposit!

Anyway I provided the documents they asked for. Great, cashout is now in process. NO. Another 48hrs later I get an email from support telling me my ID was not acceptable and it should have been a photo ID. WTF I just want my money, so I re check the original email and as thought no where is it mentioned Photo ID just utility bill and drivers licence. Because of the ridiculous reply times I decide to call them, by the end of the call I was almost shouting at the idiot at the other end of the phone and of course there was no one around in the financial department who could speak to me. He re assured me however as soon as possible someone would be intouch. 24hrs passed with no email or nothing from the financial depatment so I emailed again expressing my concerns and to say I the only other piece of official ID I can provide is a copy of my birth certifcate. Another 36 hrs later I get an email from support telling me they are still awaitng response from the financial department and a load of bull telling me they are members of Ecorga blah blah blah and I should see the terms for why I am required to supply these documents.

A week has now passed and i'm here, the casino in question is on the accredited list (for the life of me with this level of customer service I dont know how) but it is.

Ive been playng online poker and casino for over 5 years, ive deposited and cashed out well over 20K at inter without ever a hint of a problem, I recently cashed out $118,000 after only my 4th visit to another casino and all the money was in my bank 5 days later. Only once in my life have I been asked to provide documents and this was to due to cashing out over 5k in a month.

With all this in mind I cant understand what is going on with X casino and was hoping someone might be able to explain. I can understand the issues with regard to money laundering and security but A) This is $1200 not $12,000,000 B) At my request the cashout is going to whence it came, its not like 5k of the visa then cash it straight back out to neteller so the need for extra security is at best negligable imho.

Thanks for reading, will update as I here from support. I'd also be interested to hear how you feel about emailing sensitive documents to the casinos. Unless there is massive money involved why does it matter, what difference does photo id make to them are they going to make us personal avatars? because knowing what we look like certainly changes nothing with regard to security. Personally I dont feel comfortable providing this information, the banks put in place most of the security required as you would not be able to deposit if name address details etc do not match, also if the funds are going back to same card that deposited them there is simply no need for any extra security.

Thanks

[Pinababy69]

Hi BubbleG...I have no idea which casino you are dealing with, but if they are a CM accredited casino, chances are that they may have a rep on the board here. Here is a link to the casino reps who are members here...if you find the one you are looking for, it would be worthwhile to send them a private message. It's a start anyway.

http://www.casinomeister.com/operators.html

[mgibson99]

I recently cashed out $118,000 after only my 4th visit to another casino and all the money was in my bank 5 days later.

I'm sure this must be a typo (or some mighty big hype). Unless you had already provided all the documentation previously, I can't imagine any online casino would allow a relatively new player such as yourself to cash out over $100k without verifying your identity and without doing an extremely thorough security check. I'm sorry, this just defies credibility.

Concerning the issue of providing sensitive information.....we see these posts periodically from people who are upset that a casino would ask for "ID" the first time they go to cashout. Unfortunately, right or wrong, that is just the reality of the online casino world. Many (not all, and maybe not even most) casinos do this. I will never forget my first foray into online gambling. I guess I had beginner's luck, and I hit Golden Palace for $10k right out of the chute. I had to jump through hoops with the documentation, and it took a couple of weeks (actually 6 as I recall), but I got paid. Other casinos I have played at have also had similar requirements for relatively new players. It is such a common requirement, that I have scanned the documents that are usually requested, and have them ready to go via e-mail if I ever play at a new casino and they ask for them on a cashout. Would I prefer not to share this information? Yes. Will I share it if I have to, to get paid? Yes. Will I refuse to play at a casino that asks for documentation the first time I cash out? No.

[BubbleG]

Thanks Pinababy69, looks like they have a rep so if dont here anything tomorrow via email I will certainly follow your advice..

mgibson99 see here http://www.williamhillcasino.com/jackpots_winners.htm, not so much as congratulation email let alone a security check!!!! $118,000, just under 70,000 UK £'s in the bank within 5 days. This is real service!!! I believe it to be a simple case of becuase all the funds went to the account that made the deposit the security check is simply not necessary had I requested a check or neteller then sure I would have expected nothing less.

As I originally stated im a very experienced online gamer, the problem is I dont have any photo ID. I have no passport and my drivers licence is still the old paper type. In all the years I have been gambling only once have documents been requested, the same copy of the drivers licence was perfectly acceptable then.

If these casinos are going to request such documentation then they should do it before allowing a deposit, to me this is just another scam, a reason for them to hold the funds back. Also if this is the norm then the automated system should prompt you to forward these documents not some support person 72hrs after the initial withdraw and they should be clearer about what exact documents they want. The casino in question got exactly what they asked for, it then took them a further 48hrs to tell me to tell me they hadnt accepted one of the documents. lol GG.

[Daffy]

Might expedite matters to go get a passport (w/photo)...

I know it's an inconvenience...but so is waiting on your cashin...

I predict you are not going to enjoy "no ID" cashins much longer...all the casinos/sportsbooks/poker rooms seem to be adopting this policy...

Good Luck,

the dUck

[gcrown]

I am going through big problems with the same stuff after playing for a couple years at the same casino, it will get worse than that they will start asking for more stuff down the road also when you try to cash out larger payouts, plain and simple they will make as hard as possible to get your money back and its just a way to harrass their customers and hold your money owed as ransom to get any info in the world they may ask for you. Good luck and be prepared for more documentation in the future.

[occ123]

Maybe I missed something, but doesn't or shouldn't your drivers license have your photo?

[GrandMaster]

Maybe I missed something, but doesn't or shouldn't your drivers license have your photo?

No. Very old UK licenses do not have a photo.

[managra]

I predict you are not going to enjoy "no ID" cashins much longer...all the casinos/sportsbooks/poker rooms seem to be adopting this policy...

But it shouldn't be. And if such a policy would become the norm, casinos should be able to give assurance that id-theft is not possible (they won't be able to do so). If this would become the norm, there will be very few casinos i will continue to play.

When you open an account with Neteller, they thoroughly check you out. I would have no objection to making it possible for a casino to verify with neteller your age and any other pertinent (but nothing else!) info. That should suffice the casino. But the main reason for this request of id (typically requested in an email a looong time after you try to withdraw) is just to delay payment.

[BubbleG]

I guess as with most things these days big brother is watchin.........

I can say with confidence these so called security measures serve no real purpose other than to earn the casino more money and make things much more difficult than they need to be. They certainly dont stop the evil ones in their quest to destroy the few good things left in this world