Withdrawal problems... docs not received!

[P.V.]

If I'm not mistaken Bryan has warned you about shilling for your service(s). Assuming that is true I would consider this post inappropriate.

Sorry, not my intent.

[VPL]

Hi Razzle,

Please could you private message me your account details so that I may investigate the matter for you?

regards,

Curt

This is 2nd time this has happened with this group of casinos... vegas partner lounge... once for myself and this time for my son.
Withdrawal is made and ID documents sent as requested to the banking department. Nine days later and no winnings received despite them stating clearly that wire transfers take 2-3 business days.

My son wrote twice to banking and also to support and no replies. He got through on the chat this morning and lo and behold the operator tells him his docs weren't received. What a load of rubbish!!! In fact, she said no mails were received! I find that very hard to believe.

Is this a scam to hold onto your money for as long as possible? Since the same problem occured with me I'm thinking it is.

[mellakka]

this can be reason for many cases when casino havent receive docs from player... if you scan and try to send that by email, take a look size of those files they can be way to big to go through

[VPL]

Hi there,

thank you for brining this to our attention. I will investigate the matter at once.

Regards,

Curt

This is 2nd time this has happened with this group of casinos... vegas partner lounge... once for myself and this time for my son.
Withdrawal is made and ID documents sent as requested to the banking department. Nine days later and no winnings received despite them stating clearly that wire transfers take 2-3 business days.

My son wrote twice to banking and also to support and no replies. He got through on the chat this morning and lo and behold the operator tells him his docs weren't received. What a load of rubbish!!! In fact, she said no mails were received! I find that very hard to believe.

Is this a scam to hold onto your money for as long as possible? Since the same problem occured with me I'm thinking it is.

[Steam]

Lolz, good job bringing the thread back from the dead like that

In general, it's always a good idea to keep a handy Gmail account with the copies of all the docs ready. Also: when you're sending the documents, send them to both support and finance. And then, contact support, confirm reception and request them to forward the documents to finance, again. That way, you eliminate the possibility that finance "didn't receive any documents" through the support reps.

[vinylweatherman]

It's not always this clear cut. There are many cases where a player has received confirmation that their documents were received, only to be told days later that they had NEVER been received. It is clear from this that part of the problem is at the casino's end.

Another problem is that players are told to send in documents, yet the casino has configured their email servers to reject, or strip off, attachments.

Lastly, there is the problem with the email service itself, where so many just get lost somewhere, with no explanation, and no means to troubleshoot the problem. Usually in such cases, every organisation involved in the chain will say it is someone else's fault, and proving which one is lying is almost impossible.


Now, WHY are we STILL relying in email, rather than secure upload from the casino's own website, or even the casino lobby itself. This would bypass ALL the problems with emails bouncing, getting lost, etc, and in addition would provide for an ENCRYPTED upload, rather than an unencrypted email which could be intercepted, with the documents ending up in the wrong hands.

When a player is first told their documents have been received, but later told there is no trace of them, the ONLY explanation is that they were lost INTERNALLY by the operator, or worse, stolen by an employee who then deleted receipt records to make it look like they were never received.

The sheer number of times that documents are sent and not received shows how INSECURE the current system is, yet operators pretend to be puzzled when players express concerns about the security arrangements for protecting their personal data.

Secure upload through the casino's own server should be the simplest option, yet almost NO operator has made the move - do they just not care about the security concerns of their players.

Other than casinos, EVERY institution tells their customers NEVER to include personal details in an email, but to use a secure means of communication.

[Steam]

Heh, in my opinion, very few players will stop playing due to concerns regarding their documents' security. Most casinos probably think the same way, and therefore, have no pressing reason to switch to a more secure method of handling personal documentation

[vinylweatherman]

Heh, in my opinion, very few players will stop playing due to concerns regarding their documents' security. Most casinos probably think the same way, and therefore, have no pressing reason to switch to a more secure method of handling personal documentation

Most players have been lucky that no major scandal has broken related to the misuse of documents sent to casinos via email. It is hard to tell which casino is responsible when a single player feels their documents have been stolen, but the finger would be pointing at the one(s) who claimed never to have received documents that the player knows damn well they sent.

Their luck will not hold forever, and one day a far bigger breach will be traceable to a particular casino, and will be of such a scale that players will desert to another casino that has remained "lucky" in this respect.

The biggest problem is where email is based on webmail, rather than POP, and where it is viewed when connected to public WiFi networks. This is becoming a far more common way to connect to the internet.

If using POP based email on a home PC connected to the ISP with a wired connection, the risk is much lower (unless someone gains access to the PC & thus the email application).

[Steam]

I definitely agree with all of the above