Not a complaint at this early stage (really just need advice) and this on behalf of my father who won a NetEnt jackpot with Casumo last week.
My father (who is in his late 60s) made a deposit at Casumo last week with his Eurocard/Mastercard and the bank attempted to call him the next day to verifiy the transaction. As a precaution (as gambling transactions were not normal for him) the bank cancelled his card and sent him a new one with a different number. The transaction to Casumo for £97 was processed and is now showing on his bank statement.
All other identification (utility bill, passport etc) has been approved by Casumo but they are still wanting front and back copies of his card. This of course is not possible as he was instructed to cut the card up by the agent on the phone at Lloyds Bank.
I have arranged to meet with my father tomorrow to head to Lloyds Bank who have told him that they can write a letter in branch to Casumo that the card has been cancelled and replaced. This letter would be signed by the branch manager, on letter headed paper and include his full name, address and card number (which was cancelled).
A private message to the Rep here (Tobais) has been sent but his response (as expected) is that my father needs to meet 5.4 of Casumo terms and condtions.
As Casumo have already been sent copies of bank statments showing the transactions to them including the card number and authorisation code, should we expect this matter to be resolved with the sending of the branch signed letter?
(Side note: The LGA of Malta who I spoke with today say that the criteria has already been met with the sending of bank statements showing the Casumo transaction and a covering letter in which my father confirms he made the deposits using his card)
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My father (who is in his late 60s) made a deposit at Casumo last week with his Eurocard/Mastercard and the bank attempted to call him the next day to verifiy the transaction. As a precaution (as gambling transactions were not normal for him) the bank cancelled his card and sent him a new one with a different number. The transaction to Casumo for £97 was processed and is now showing on his bank statement.
All other identification (utility bill, passport etc) has been approved by Casumo but they are still wanting front and back copies of his card. This of course is not possible as he was instructed to cut the card up by the agent on the phone at Lloyds Bank.
I have arranged to meet with my father tomorrow to head to Lloyds Bank who have told him that they can write a letter in branch to Casumo that the card has been cancelled and replaced. This letter would be signed by the branch manager, on letter headed paper and include his full name, address and card number (which was cancelled).
A private message to the Rep here (Tobais) has been sent but his response (as expected) is that my father needs to meet 5.4 of Casumo terms and condtions.
As Casumo have already been sent copies of bank statments showing the transactions to them including the card number and authorisation code, should we expect this matter to be resolved with the sending of the branch signed letter?
(Side note: The LGA of Malta who I spoke with today say that the criteria has already been met with the sending of bank statements showing the Casumo transaction and a covering letter in which my father confirms he made the deposits using his card)
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