Problem at Imperial

**DBarton** · 14th April 2009, 01:04 PM

I recently made a deposit of $200 at Imperial Casino, and took part in their bonus offer of 100%. After a few days of playing and meeting their wagering requirements, I decided to cash out my balance of $373. After a few days of not seeing any transaction in my e-wallet from them, nor receiving any e-mails, I decided to log in to my account to check the status of my cashout. Upon logging in and seeing a verification screen pop-up, I THEN received an e-mail stating that my account has been put on temporarly hold. Obviously I would not have even received this e-mail had I not logged in, and with a withdrawal pending and a balance of zero, normally there would have been no reason to log in.

So I followed the steps on the screen and uploaded a copy of my ID. I then received an e-mail stating that I must also send a copy of a recent utility bill and a screenshot of my Neteller account. Although not happy about sending all this personal information (especially my Neteller page) I obliged their wishes. I then received yet another e-mail stating that they would need for me to send another form of picture ID as my licence was "almost expired".

My licence was set to expire one week from when I sent them the documents, and is even still valid at this moment. I can understand if I did infact send an expired licence, but for them to request another one because it is "almost expired" is ridiculous. As previously stated I have already sent a utility bill AND screenshot of my Neteller account as well. If the state of Victoria allows me to operate a motor vehicle on a licence that is VALID, I don't understand how this can not be sufficient for an online casino, that has all my other documents as well.

Can I please get some assistance with this issue?

Thank you,

D. Barton

**spearmaster** · 14th April 2009, 01:28 PM

My honest opinion is that, since you're going to have to renew your license anyhow... do it and send them the new copy. While I agree with you that if the license is valid that it should be accepted, I don't see why sending them your new license should pose a major problem.

**DBarton** · 15th April 2009, 01:00 AM

Originally Posted by spearmaster

My honest opinion is that, since you're going to have to renew your license anyhow... do it and send them the new copy. While I agree with you that if the license is valid that it should be accepted, I don't see why sending them your new license should pose a major problem.

The problem is that it's a matter of principle. The ID I sent is valid, it's not "almost" valid, partially valid, or was valid.....it is valid. Sure, in a week from now I can send them a new copy, but why should I have to wait that long to receive my money, when the documents I did send were in fact valid.

**Jasminebed** · 15th April 2009, 03:51 AM

While it is fine to have principles, I'd rather have the cash. I'd take Spearmaster's suggestion since it would probably take more than a week to reach another resolution.

As Dr Phil says "Would you like to be right or do you want to be happy?"

Keep us posted on how long they take to pay you...sounds like a "stalling" tactic to me.

**Pinababy69** · 15th April 2009, 04:13 AM

I absolutely agree with the OP here, no reason in the world they should have to wait for the new copy of their licence and then scan that one and send it also. The one they are currently using is valid. However, both Spear and Jazzy have a point in re: just do it, and get your money. And yes, please keep us updated for sure.

This is why I personally think that threads like this are so valuable. I don't know what the casinos reasoning is behind this, but I know for sure it's a casino I won't be adding to my "to play" list anytime soon. And DBarton, once you do get your money, I'd be uninstalling them and never going back. If you're going through this, you can bet there are others who have had to fulfill the same ridiculous request, but maybe just never found Casinomeister, or any other forum.

Thanks for letting us know.

**spearmaster** · 15th April 2009, 07:53 AM

While I agreed with your principle, I made the suggestion based on what I believed would be the easiest way to solve the problem.

If you want to stand on principle, that's fine - but if the casino stalls until your ID is no longer valid, you'd still have to send them a copy of your new ID.

Alternately, if you have a passport, you could send them a copy of that instead to speed things up.

I do want to point out that this type of thing is not uncommon: many countries require your passport to have a minimum remaining validity of six months before they will issue you a visa. You may argue that your passport is legally valid - but they will argue that they have the right to refuse entry.

To be honest - while again I agree with you in principle, I do not find this to be an overly unreasonable request from the casino.

**Casinomeister** · 15th April 2009, 09:18 AM

Originally Posted by DBarton

The problem is that it's a matter of principle. ...

It's a matter of your principles. You are operating only on your perceptions from your side of the fence which is unfair to the casino you are complaining about.

Did you ask "why?" they need an ID with a certain due date? There could be a number of reasonable explanations that support "why" the casino requests these items.

Did you think about contacting the casino rep here? That may have been a good start.
http://www.casinomeister.com/forums/...tgamingcs.html

**winbig** · 15th April 2009, 09:54 AM

I gotta jump on the bandwagon here, and even though it's a PITA, just renew your license, send them the updated one and get it over with. Then question them on WHY they needed an updated scan of your license.

This is sort of like being pregnant. Either you're pregnant or you're not...there's no inbetween.

**kmay87** · 15th April 2009, 10:02 AM

Perhaps they are just considering longevity purposes. If they accept your ID, once it expires, do they contact you and ask for a new scan? Perhaps they block your account in the mean time. And that would make things worse.

I can understand where you are coming from. I wouldn't be happy either. Although I know little of the processes in your part of the world, do you have to wait for your license to expire before you can get a new one? Things must be a tad different to over here - I got my license when I was 17 and it doesn't expire til I'm 65!

Just don't go losing that withdrawal while you are waiting!

**DaKing008** · 15th April 2009, 12:06 PM

I may be in the minority here but I refuse to play at a casino that thinks they can ask for my ID. With identity theft in the news everyday the last think I'm going to do is trust a non-regulated, quasi legal, online casino with sensitive information like my drivers licence. I understant that this limits the places I play but it also insures that these scam artists won't steal my identity.