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Casino Complaint Address change

Discussion in 'Casino Complaints - Non-Bonus Issues' started by binshakindown, Jun 26, 2008.

    Jun 26, 2008
  1. binshakindown

    binshakindown Time sure flys

    Occupation:
    Engineering consultant
    Location:
    CO
    I have an issue with a casio, but it doesn't concern non-payment. I registered as a real player with a casino and enjoyed playing (well er losing money) there. At the time I registered, I was living in a hotel and waiting on a new home to be ready. So the day I moved, I e-mailed each different casino and updated my address information with them. This was really a straightforward process with my three top favorite casinos. However it seems that this one casino had a problem with this request. Now I should point out that I was not withdrawing any winnings or asking for a refund. I have included the last email but edited out any details that would identify the casino:

    Dear XXXXXXX,


    Thank you for supporting Casino.

    We are currently processing your account Closure request, however, following procedures put in place by ECOGRA, the Gaming Commission, we require verification documents to finalize your request.

    Please be advised that we do need the following document signed by you for security and record keeping purposes. We apologize for the inconvenience but it is a necessity XXXXXXX.

    We hope this meets with your approval.
    1. The signed Deposit Authorization document below.

    The required documentation can be faxed through to us using one of the following numbers:
    Please ensure that all documents are clear and legible.

    If the documents cannot be faxed through to us, please scan and e-mail them to us at: .com

    Regards,

    ==============================================================================

    XXXXXXXwrote:

    > Why would I send all that when I'm closing my account? This doesn't
    > make sense.
    >
    > I will just uninstall. I'm not trying to be difficult since in the
    > beginning all I wanted to do was change my address. All I had to do
    > with XXXX, XXXX, and XXXX was send an e-mail (in other words;
    > a very simple, customer happy, solution). I am sorry I spent as much
    > money as I did with your group. Please forgive me.
    >
    > Thank you,
    > XXXXXXX
    >
    > -----Original Message-----
    >Thank you for supporting Casino.
    >
    > We are currently processing your account Closure request, however,
    > following procedures put in place by ECOGRA, the Gaming Commission, we
    > require verification documents to finalize your request.
    >
    > We hope this meets with your approval.
    >
    > The documents required are:
    >
    > 1. A copy of your most recent utility bill.
    >
    > 2. A copy of the front and back of the credit card(s) used for the
    > deposit(s).
    >
    >
    > For additional security in sending us the copies of your cards, please blank
    > out the middle 8 digits of the card number on the front of the
    > card and the
    > CVC, the last 3 digits of the number on the reverse of the card.
    >
    > 3. The details section(s) of an identification document(s) like a
    > drivers
    > license(s) or valid passport(s).
    >
    > Additionally we also require:
    >
    > 4. The signed Deposit Authorization document below.
    >
    > The required documentation can be faxed through to us using one of the
    > following numbers:
    > USA VIP Toll Free:
    > UK VIP Toll Free:
    > International:
    >
    > Please ensure that all documents are clear and legible.
    >
    > If the documents cannot be faxed through to us, please scan and e-mail
    > them to us at: .com
    >
    > Regards,
    > ===========================
    >
    >
    > XXXXXXXwrote:
    >
    > > Could you just go ahead and please close my account? This will just
    > > be easier.
    > >
    > > Thank you,
    > > XXXXXXX
    > >
    > > -----Original Message-----
    > >
    > > Dear XXXXXXX,
    > >
    > > Thank you for your support at Casino.
    > >
    > > In order to facilitate these changes on your account we would need
    > > you to submit your old and current utility bill. These is to verify
    > > and secure
    > the
    > > account details as stilpulated by Ecogra. Oncer the documents have
    > > been
    > sent
    > > we will then action your request. For further assistance please feel
    > > free
    > to
    > > contact our support desk.
    > >
    > > We hope you find this in order.
    > > Kind regards,
    > >
    >>===============================================
    XXXXXXX wrote:
    > >
    > > > Hi,
    > > > Account XXXXXXX
    > > > My address has changed from . To ...
    > > >
    > > > Thank you
    > > > XXXXXXX


    This is kinda lenghty but here are my main questions after depositing $275:

    1) Why didn't they request the information when I deposited? It appears that they will gladly accept my money without any questions at all.

    2)Why won't they just close my account?

    3) What are they holding over my head?? I has to be something :confused: but I'm not sure what. I will say that I will never do business with this casino or its group because if just simply changing my address using the same email address that I set up my account with in the first place is this hard, I can only wonder what crud they would try to pull on me if I won big.
     
  2. Jun 27, 2008
  3. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    I would just uninstall and forget about it. Unless you plan to ever go back and play there.

    Not worth the trouble.
     
  4. Jun 27, 2008
  5. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    look's to me like they didn't even read
    the email that you sent them

    I would call them they all usually have toll free #'s

    beins alot of casino's are connected 1 way or another
    info wise (( on us)) some have our info we never
    even knew they did

    if you leave it unresolved then it might cause
    other casinos to take the attitude a xyz say's
    you wouldn't do this so nah you can't play here

    Good Luck

    Cindy
     
  6. Jun 27, 2008
  7. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    I had same prob and i didnt even move. I lost the puter and had to redo the harddrive so few of the casinos nailed me with a dif ip addy. Meanwhile they are ok when i play at the cottage go fig. So prob was solved all i had to do was
    send them updated copy of a utility bill. And i also included cottage one also.
    They did close my account off and reopened a few said that was easier as to
    stop fraud or someone else logging in and doing whatever. Not sure if this helps but this is how i solved them all but casino elegance so i just closed that one right off.
     
  8. Jun 27, 2008
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I'm not sure I understand why you would not name the casino -- sure, their silly emails are mildly embarrassing for them but it's not like they repossessed your gun collection or anything serious like that -- but have a look on our I-Gaming Forum Reps list. If there's a rep listed, PM them and they should be able to help you straighten things out.
     
  10. Jun 27, 2008
  11. binshakindown

    binshakindown Time sure flys

    Occupation:
    Engineering consultant
    Location:
    CO
    Thanks for the suggestions. Max - I just don't want to get on some casino's "not allowed to play here" list for something minor. I am kinda new to this whole on-line gaming hobby and still trying to figure it all out.
     
  12. Jun 27, 2008
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Sure, I can understand that, everyone does seem a little trigger happy these days.

    Feel free to contact me offline via Private Message if you need assistance.
     
  14. Jul 3, 2008
  15. yameater

    yameater Meister Member

    Occupation:
    Chauffeur
    Location:
    USA, N.C.
    Hmmm. I had the same thing happen when I tried to close a casino account. I just can't imagine why they would need all those docs when you're trying to close an account. I told them I would not send the docs, and I just won't play there. They said they locked the account,( and then requested the docs), so that is good enough for me.
     
  16. Jul 8, 2008
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have never heard such a lot of Kasino Krap before!!!!! (Well, not all in one thread anyway:) )

    Rubbish! Most IP addresses are dynamic, and changing a hard drive would make no difference to the range of IP addresses. Even if you had a static IP, this would have nothing to do with the hard drive, but the modem used to connect to the ISP.

    Changing ISP, or playing from a different place, such as a second home, WOULD give a change of IP address, and also it would come from a different range due to it being a different part of the country. This might trigger a security check, as it would look like someone had stolen the login details and was using the account from elsewhere.

    Responsible gambling rules REQUIRE a casino to CLOSE an account on request, no messing & delays. If they are members of eCogra, they are not folowing rules relating to account closue under responsible gambling.

    Address change is routine, and to not have a slick procedure in place for this eventuality looks very amateurish for what is supposed to be a business organisation.

    Presumably, this casino is a member of eCogra, since they have mentioned this is down to eCogra rules. If they are not members, they have no business passing the buck to "eCogra rules" to cover their own failings.

    If these documents are NOT sent, then with no money pending, the casino is not withholding anything. If these documents ARE sent, the casino then has your ID document set, which is not necessary as the industry maintains these are used to check for "moneylaundering" or "fraud". Neither would be the case here, so they have no need for ID, and if they did need ID just for "the records", they would have asked for it long ago, and not wait till the time of first withdrawal (as many do), or closure, as in this case.

    Naming the casino would help identify which group it was in, and whether it was trotting out bogus excuses, such as it not actually being a member of eCogra.

    For some unknown reason, I am thinking "Casino Rewards":rolleyes:
     
  18. Jul 8, 2008
  19. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    Mine was everest. Never tried playing at the cottage. But when i did redo puter then landed buying a new one i was shut down right away with my addy.
     
  20. Jul 8, 2008
  21. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    I don't understand all this IP address stuff but I have 3 different computers - my PC at home, a MAC laptop and a Windows laptop. The two laptops are used for travel obviously. I have played on all three and never had one problem. Of course on the MAC about the only one that will work on it is Rushmore but I have played on the Mac and then at home on the PC. I have been all over the continental US with them using all sorts of connections with no problem.

    Don't understand what all the crap is about with this casino. I still say just uninstall and go on down the road.
     
  22. Jul 9, 2008
  23. yameater

    yameater Meister Member

    Occupation:
    Chauffeur
    Location:
    USA, N.C.
    My request for docs was from 777Dragon. They were very adament about it, but since they've gone ahead and closed the account, I wasn't worried about sending in docs.
     
  24. Jul 9, 2008
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is MG. I play mine here, and at my Mum's through a different ISP, and clearly completely different IP addreses AND different computers. Never been locked by MG for this, in fact they promote this "play anywhere" aspect of their software.

    I DID get locked out by Neteller though, as this shift was enough to trip their security systems, and I had to contact them to get my Mum's IP range added, so it seems Neteller is NOT "access from anywhere" unless you request it.

    I have also played other software like this, and again no lockouts due to the different locations. It rather looks like this is a bogus excuse, and that something else is triggering these lockouts.

    I have never actually CLOSED any casino account, I just uninstall them. Sometimes I have gone back to an old casino after a revamp and change of events calendar that appeals to me. I DID send an abrupt missive to Warren Cloud over Crystal Palace, where I told him what he could do with his casino and lousy $150, which is as close to closing an account as I ever got.

    Not getting a change of address processed can be a problem though, they might send a promo via snail mail, complete with your details, and this would arrive at the old address, and could be some while after you moved. In this case, if they refuse to change the address, or make a meal of it, formal closure should deal with this. Locking may not be enough, as they might still send something snail mail to tempt you back after a period of time, since this was about no return from the deposits, not them believing you cheated.

    777Dragon is part of Vegas Partners, and I believe a genuine member of eCogra. Whether eCogra insist on documents for closure I don't know, but do not think so. A change of address could well need some documents, just to prove it is a genuine request rather than an account hijack. Requesting a change of address on an account is actually one of the first thing a fraudster tries after stealing the details, as this ensures no correspondence goes to the original owner to alert them to the fact that their account has been compromised.

    Maybe there is something of CS not actually reading the Email before firing off a canned reply here?
     
  26. Jul 10, 2008
  27. Rhyzz

    Rhyzz Experienced Member

    Occupation:
    Online Gaming
    Location:
    United Kingdom
    Documents to close an account? A load of rubbish. They're up to no good if you ask me, it is probably just a way to get you to keep the account open.

    Mickey Mouse places like this all need to be named and shamed. I know details cannot be deleted from a database by law (data protection act) but they shouldn't be messing around when a player requests to close the account.

    Tell them that you have a gambling problem and put them through a real test - any socially respectable casino would close it immediately and send you details of a help-group.
     

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