royal joker support dont have a clue

[zebedy]

all this trouble to try and verify my id documents to see if i can play there, i guess its lucky i didnt deposit when i got the all clear,as i received another email an hour later saying they now need a picture id,

hi,
i noticed on your banking page you said you need a
* Valid Picture ID (such as Driver's License or Passport) * Recent Utility Bill (dated within the last 6 months - verifying your address)
the problem is i dont have any of these, i gave up my driving license years ago due to disability,and have never had a passport, what else could i supply to prove my identification,
i always use moneybookers or neteller to deposit and withdraw, would screenshots of those be ok,
many thanks.

Thank your for your email.
In this case ANY ID would do.
You surely have some sort of identification you could send us that bears you D.O.B.
Also a bill that shows your current physical address and the alrady mentioned MB screenshot.

That will be all - please not that you only have to sent it once so we can store it on your betting account for future reference.

Thank you kindly for your co-coperation.
Sincerely
Lori

hi again,
ive enclosed the documents i have on file
moneybookers s/s
neteller, s/s
>gas bill
my birth certificate
i hope these are ok , would you let me know,
would these documents cover both my royal joker account and my intertops account?
many thanks

Dear xxxx,

Thank you for your e-mail and for forwarding your documents to us.

To complete the process for both your Intertops and your Royal Joker account, a copy of a valid ID is required, for example a copy of your Drivers License or Passport.

Feel free to contact us, should you require further assistance.

Sincerely,

Desiree

hi
try reading further down in this email lol

since all this info was in one email i guess they only read the 1st line
id already told them i dont have a DL or PP

Dear Mr. xxxx,

Please ignore the email asking for further IDs !!
All is ok now and we hope you can accept our sincere apologies.


Sincerely
Lori

yay i can deposit and will be ok cashing out,

errr or will i

Dear xxxxx,

We apologise for the e-mails you have received with conflicting information regarding your required documents, please be advised that in order for your account to be validated, we still require a valid picture ID, that is, a copy of a valid passport or drivers's license.

We await your speedy response.

Sincerely

Nekisha
Royal Joker Support Manager

[hobobiker]

maybe they are just trying to live up to their name.

[Royal Joker]

all this trouble to try and verify my id documents to see if i can play there, i guess its lucky i didnt deposit when i got the all clear,as i received another email an hour later saying they now need a picture id,


since all this info was in one email i guess they only read the 1st line
id already told them i dont have a DL or PP


yay i can deposit and will be ok cashing out,

errr or will i

Hi zebedy,

Thank you for your valued comments. Our customer support team have responded via Email, in an effort to clear up this issue.

Regards,
Teresa

[zebedy]

Hi zebedy,

Thank you for your valued comments. Our customer support team have responded via Email, in an effort to clear up this issue.

Regards,
Teresa

yes it has been cleared up. acount closed you cant get anymore cleared up than that

[AudiManinBoro]

Bad customer support is a no no for me when joining a new casino. Ill be staying clear of this outfit.

[vinylweatherman]

Hi zebedy,

Thank you for your valued comments. Our customer support team have responded via Email, in an effort to clear up this issue.

Regards,
Teresa

So we are clear, no drivers licence, no passport, well go away, we don't want your custom.

FOR CRYING OUT LOUD, it is ILLEGAL to have a drivers licence if you believe you cannot drive due to a medical condition, or have been told by DVLA that you are unfit due to sickness or disability. You are not even allowed a PROVISIONAL licence. IT IS NOT AN ID, it is a document that shows you have either met the standards reguired to be let loose on the roads, or are learning to pass the test. Drivers may even be disqualified through commiting motoring offences, and hence have had their "ID documents" confiscated to prevent their misuse as proof of fitness to drive.

The FIRST set of emails was the competent responce, not the "apology".

Now if you will ONLY accept non-drivers who have a passport (available, even if you don't particularly need it for travel), then to sign off with

We await your speedy response.

So we have the online casino industry, PARTICULARY suited to the disabled who like to gamble, but have serious difficulties going to a real casino, yet expect them to have a driving license (many disabled don't), or travel (again, prohibitive travel insurance terms mean that many disabled people do not regularly go abroad, and thus have not obtained passports). A passport should NOT be necessary for "foreign travel" between their house and the casino servers on the internet, but it seems in many cases it is, and MOST players ONLY find this out at the time of a cash-out. This kind of crap is going to seriously hinder expansion of the industry, as to most people the craziness "catch22" situations that are a regular occurance simply look like a rogue industry imposing impossible conditions for receiving payments.

The industry needs to get together and discuss the very pertinent issue of how they deal with players who do not have passports and do not drive (or are not even ALLOWED to drive). If the answer is "we don't want you", then this MUST be made crystal clear BEFORE they start depositing, not after. Most new players do not even know this will be an issue until they come to cash-out unless they have seen this issue raised time and time again in the forums.
One solution has already been tried, have the player photographed holding the other ID documents they have provided. It seems a bit of nonsense, since how exactly does the photograph "validate" the documents, since the casino is NOT going to have the chance to MEET the player and compare his appearance to the photograph provided (the reason photo documents, such as driving licenses and passports, were designed to include a photo).

There are other methods of verifying documents provided, and they are even BETTER that asking the player for a photo.

1) Check player's registered name & address with the electoral register. Player MUST be 18+ to gamble, and this makes it a LEGAL REQUIREMENT for him to add his/her name to the electoral register at that address.

2) Do a search at a credit reference agency to double check. If the player uses a credit card, this should show at one or more of the agencies.

3) Send a "password" by post to their address, and require this to be used to validate their account for deposits. When used in the past, this method received complaints because it took too long to arrive, however, this was incompetence, not a natural thing. It could not arrive UNTIL it was first put into the post, which is where the "incompetence" lies.

These would ONLY be needed as backup, and would salvage those non-driving and non-travelling players that are otherwise turned away.

If the industry got together, they could even have a central scheme, perhaps run by eCogra, who would receive all the documentation from players, and issue them with an eCogra certified PHOTO card which they could then send to individual casinos in lieu of the usual passport and photo ID. The player would then send a proof of address independent from the eCogra card, just as is the case with a drivers licence.

Interestingly, this could affect ME, and I HAVE NOT BEEN TOLD


I have an Intertops account, but do not recall EVER sending in documents as I only ever used Neteller to deposit and withdraw. Intertops were hapy recently for me to deposit, and would surely have sprung the "now need documents even though you used Neteller" on me had I won. Now, they have created for me (without permission) an account at Royal Joker. Now, AFFILIATES, this means you have been BYPASSED - I CANNOT open an account through any affiliate site should they go to the trouble of putting together a review of them, and I read it & decide to play there. In effect, the viability of the affiliates' businessess is being harmed by the practice of accounts being pre-opened for potential players by the casino groups.

There is ANOTHER aspect too, players who no longer have the email address they used at Intertops, probably because they have not played for a while, will NEVER KNOW they have had a Royal Joker account opened for them, and they may later open one themselves and be accused of multiple account fraud, and will have to fight past the "guilty till proved innocent" BS to prove the earlier account was NOT their doing, and was NEVER used.


For me? Well, it was pre-opened in EUROS, but the UK STILL USES THE POUND, and had I opened my OWN account, I would have selected POUNDS since this avoids all those nasty foreign exchange fees - but at least I have a drivers license, although I wasn't sure DVLA would let me, since I have a "reportable" condition, and I can only have a reviewable 3 year license. It is helpful to know in advance, as I now do, that if DVLA takes this away, they also take away my right to gamble online at Intertops and Royal Joker, and probably most of the rest.

[Pinababy69]

yes it has been cleared up. acount closed you cant get anymore cleared up than that

Love it Zebedy....and THAT'S how you deal with casinos who can't be arsed to know what is going on within their own operation.

[big fish]

Thanks for the heads up

[Royal Joker]

yes it has been cleared up. acount closed you cant get anymore cleared up than that

Dear zebedy,

It is mandatory with most if not all online casinos and even land-based casinos, that a photo ID is necessary before payouts can be processed. We have advised you most recently, that any valid photo ID would be sufficient and we do acknowledge the fact that you don't have a Driver's License nor a Passport.

Regards,
Teresa

[zebedy]

Dear zebedy,

It is mandatory with most if not all online casinos and even land-based casinos, that a photo ID is necessary before payouts can be processed. We have advised you most recently, that any valid photo ID would be sufficient and we do acknowledge the fact that you don't have a Driver's License nor a Passport.

Regards,
Teresa

hi teresa
if i would have been told that from the start everything would have been fine,
i would have been ok with it, but i was told one thing then another, what if i had deposited after being given the all clear, only to be told later oppps sorry the CS made a mistake, what then ?

after i closed the account i received this,

Thank you for your patience!
In an effort to clear up the misunderstanding regarding your documentation, please note that we are aware that you do not have either a passport or a drivers license. However, we would still need a photo ID, perhaps a UK ID card, for example.

i guess your not from the uk because i believe there is no such thing the only photo id cards are driving licence/ passport, maybe some students have id cards but im a bit old to be a student so i would know,
in the uk we are not required by law to have photo id

It is mandatory with most if not all online casinos and even land-based casinos,

firstly im not talking about land based casinos, secondly it just isnt true i play at several other casinos including mg and they have accepted what documents i sent them without any photo id
anyways why photo id will you come to my house verify its actually me on the picture?

what xxssed me off was getting the runaround,