Sorry sir, did you say you actually wanted to receive your withdrawal?

[julester]

Hi All,

Another rambling load of nonsense from yours truly.

I am currently experiencing what, at the moment, I will put down as 'genuine' difficulties from a fairly respected casino...To give them a chance to sort the 'issue' out, they will remain nameless. That's only fair..for the moment.

The story, in brief.

- I deposit via Click 2 Pay - supposedly one of the most securest methods available.

- I withdraw via Click 2 Pay.

- They ask for security documentation. I sent it in by e-mail.

- 6 days on, they can still not 'verify' the documentation as due to technical difficulties, they can't see attachments of their e-mails. It is being 'worked on' and they would get back to me 'as soon as possible'

OK. On-line casino. Thousands of daily transactions. They can't open an attachment. That in itself makes me nervous.

What I don't get in general is this :

1. Whilst I totally appreciate the logic of requiring security documents if depositing by say a credit card, why not insist on it up front? The reason is simple - they don't want you to go elsewhere. It needs to be easy for you to deposit. In some respects, it makes sense. However, this throws open another couple of questions :

a) Should the casino make it absolutely clear up front (i.e. not no 545a in their terms and conditions) that you will need to provide documentation for your first withdrawal?

b) Bearing in mind how ‘conscious’ (I say sniggering to myself) casinos are about responsible gaming, perhaps requesting this information up front would help prevent impulse gambling…or perhaps gambling on-line at all.

2. If you are depositing via a secure method (i.e. Netteller, Click 2 Pay etc..) and making a withdrawal the same way, why have to provide any form of documentation? I guess you can find a credit card / address fairly easily but a Click 2 Pay account 16 digit number and password…I don’t think so? I don’t think so.

Now, let me be cynical for one moment. Some casinos don’t flush your account until this info is received. Fair chance you might reverse it. Others will flush the account and use your money to work for them until they fancy paying you.

That moves me onto withdrawals.

For anyone out there that has any input whatsoever in the development of on-line gaming customer services :

Allow customers to withdraw instantly. Don’t tell us that the transaction has to be processed, we have to wait for this, wait for that, that everything under the sun is impossible. You take our money instantly, give it back the same way.

A straight forward example. When I cash out with 3Dice, my funds are received within seconds. No hassle…and let’s face it, when that happens we are grateful for it. Think about it, quite bizarre. We are grateful for something we are entitled to...doh!

For what it’s worth, my tips for anyone out there thinking of playing on-line :

1. Check out what they want from you to take YOUR cash out BEFORE you sign up.

2. If they don't do it automatically, don’t play at a casino that won’t flush your account when YOU want it flushed.

3. Make sure you are totally happy that you will receive your funds by return or as soon as practical. I understand the restrictions about playing in certain areas but an immediate withdrawal (even if that means sending you a cheque) can still be done straight away.

If they can’t do all of the above, perhaps ask yourself whether you really want your hard earned cash in their hands.

Finally, I really can't wait for Tomb Raider 2

julester

P.S. Reverse withdrawals. These are done as a 'service' to the customer. Errr, hmmm, mm, well (clears throat)...how exactly is that?

[vinylweatherman]

Given how common it is to request ID documents, and deposit declaration forms, it seems terribly inept that they have not availed themselves of the technical expertise to enable them to handle these very documents when they are sent to them.

One thing that is missing is guidance as to how players should prepair and attach their documents. Many of these "technical issues" are really down to software compatability issues between the player's Email software and service, and that of the casino. Generally, players will have "consumer" software products, and casinos will have "business" applications.

Even where the software should be compatable, there is the issue of settings. Some Email accounts handle attachments differently, and this can mean they cannot be seen once the message has passed into the local Email viewer. If there is some form of virus protection in the loop, this could be stripping off attachments that are in any form that could contain a virus - this is not just .exe, but other kinds of document, including the commonly used .doc format, and some kinds of compressed image files (.gif in particular can contain animations, and thus the ability to have some kind of malware embedded). I have even experienced embedded malware in an .MP3 file.

Text only Email services cannot handle most kinds of attachments, but are very safe when it comes to viruses and malware, and bitmap files are the cleanest for sending images, but are generally too large to make it through the Email system.

I have had success sending documents in standard (not "progressive") JPEG format, which will have the suffix .JPG or .JPEG - I have heard that the "progressive" compression is not universally handled correctly.

What is missing at most casinos is the ability to "upload" a file to their CS server. Click2Pay has this function, and this bypasses the problems experienced with sending files through Email. It also provides a greater degree of security for the document images themselves.
This could be supplied as an option with download casino software, such as Microgaming, which already has the "casino mail" facility, which unfortunately most casino CS staff never seem to bother with.

[julester]

Some valid and useful points there. I was more looking at the principal rather than then technical. If you start looking into the facts, it is totally outrageous!

[Fleur-De-Lis]

"You take our money instantly, give it back the same way"

I cannot agree more! Actually, untill recently the only online casinos I played at were e-gold-based ones - and for only one reason, that is, that the withdrawal from casino account to one's e-gold account was instant...

I seem to have better luck in other, non-e-gold, casino at present, but waiting 7-8 days to get withdrawal is somewhat of a turn-off.

[Cesar]

[QUOTE=vinylweatherman;217570]What is missing at most casinos is the ability to "upload" a file to their CS server. Click2Pay has this function, and this bypasses the problems experienced with sending files through Email. It also provides a greater degree of security for the document images themselves.
QUOTE]

Totally agree.

Moneybookers has this option too, and all online casinos should learn about this ability.

[RobWin]

A straight forward example. When I cash out with 3Dice, my funds are received within seconds. No hassle…and let’s face it, when that happens we are grateful for it.

I say if 3Dice can process your cashouts that fast then so can the rest of the online casinos if they wanted too...and if they tell you any different it is just plain and simple BS !!

So Kudos to 3Dice for the fast cashout process...

[SlotsWizard]

I say if 3Dice can process your cashouts that fast then so can the rest of the online casinos if they wanted too...and if they tell you any different it is just plain and simple BS !!

So Kudos to 3Dice for the fast cashout process...

I couldn't agree more.

One would think that as time, technology, regulation and evolution of the industry progresses, things would be getting BETTER, not worse. Obviously for people in the US exceptions have to be made, but there seem to have been lots of complaints of slow pay/no pay for non-US players ever since the UIGEA which makes no sense since Europe, especially the UK, has given a gigantic thumbs-up to the industry.

[RobWin]

I couldn't agree more.

One would think that as time, technology, regulation and evolution of the industry progresses, things would be getting BETTER, not worse. Obviously for people in the US exceptions have to be made, but there seem to have been lots of complaints of slow pay/no pay for non-US players ever since the UIGEA which makes no sense since Europe, especially the UK, has given a gigantic thumbs-up to the industry.

Slots, you said it there brother...things should have got better since 1996 but I swear people are still not paid their cashouts any faster that they were back then with the exception of a couple of casinos...

Now tell me Captain Brainiac, just how did you get your name written backward ?...

[SlotsWizard]

Now tell me Captain Brainiac, just how did you get your name written backward ?...

I put my thing down, flip it and reverse it.

[bryand]

I put my thing down, flip it and reverse it.

ROFLMAO