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Advice needed

Discussion in 'Online Casinos' started by MrWolf, Feb 21, 2009.

    Feb 21, 2009
  1. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    I'm currently in a dispute with one of the accredited casinos on this site. I won't say which yet, since I've contacted the rep. here. But I would like some advice.

    Here's the probem. When I joined in January, I provided my UK driver's licence, utility bill, copy of cc for verification, and had my first small cashin paid.

    I then went onto deposit, play and cashin four more times using another debit card.

    You'd assume the only thing required would be a copy of the new debit card.

    Unfortunately, not so. Copy of new debit card, bank statement showing payments to the casino (even though you can only deposit thru verified by visa), bank statement for the account winnings are to be paid to, and another form of ID which needs to have a photo were all requested.

    I've supplied all but there's a sticking point over the ID. My drivers' licence is an old style UK one, with no photo, which is clearly a problem for the casino. The only photo ID I have is my passport. So I very reluctantly sent a copy of my passport, but with thin strips of paper blocking out my passport number, place of birth, exact date passport was issued and exact date it expires. My name, nationality, date of birth, sex, year the passport expires, and signature are all visible.

    The reason I blocked out some sensitive information is that I'm wary of the threat of ID theft. However, this is not good enough for said casino, who I have found have now locked my account and stolen my winnings until I send them a copy of my passport with all the sensitive information visible.

    Personally I consider this totally irresponsible behaviour for a casino to lay their customers open to the possibility of ID theft (I note that Casinomeister himself deals with the topic in his latest broadcast). No casino demands copies of credit cards with the full cc number and security showing. Why is a passport any different?

    I've just spoken to a customer services rep from the casino who informs me the reason they need a photo ID is because it's a requirement of the regulatory authorities in Malta. However, he was not able to provide me any links to back this up. He then told me it was in the casino's rules and pointed me to this section:

    "Request documents to verify identity, authorisation to use a specific Credit Card and/or other facts provided by the Account Holder, before expediting deposits and/or withdrawals."

    Nothing there about the ID having to have a photo. Personally I think with the amount of documentation they already have it's obvious to even a moron that I'm genuine.

    My question is am I being unreasonable with regards to the passport? Are other people happy to hand out copies of their passport to online casinos, even if they are on CM's accredited list?
     
  2. Feb 21, 2009
  3. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    MrWolf, with all of this going on with the ID and the fact that you had already sent them your drivers license ID and they had paid you previously but now they are requesting the same again and more, I would go ahead and get either Bryan or Max involved with this one, especially since they are an accredited casino here.
     
  4. Feb 21, 2009
  5. BingoT

    BingoT Nurses love to give shots webmeister

    Occupation:
    Nursing & Run Bus Trips
    Location:
    Hartford,Ct
    Dose the UK have an expiration on the Driver License?
    If so I would say it's time for a new one.
    And after you get it send it.
    And you can trust Bryan or Max to back you on this if you don't get a new license.
    B-T
     
  6. Feb 21, 2009
  7. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    There's no expiration date on the licence BingoT. I think it's valid till I'm 65, so still a way to go!

    I didn't want to pitch a bitch without first speaking to the casino rep here. I know he did communicate with the casino, which is Malta-based. Unfortunately, the fact that they've now locked my account speaks volumes and I may have no alternative but to pitch a bitch.

    What is really annoying is that there was no bonus money involved, so at the moment they are not releasing either me deposits or winnings. These guys should really take a lesson from the likes of Red Flush.
     
  8. Feb 21, 2009
  9. Gogo

    Gogo Dormant account

    Occupation:
    accountant
    Location:
    Croatia
    When I was requested withdraw with one of casino I send them all documents, include my passport (Did not block any number) and also I send them copy of my visa electron include all numbers, even cvv.
    I was very worried and afraid. They asure me that this data will be on secure file and not share to anyone, but.. I am still woried.
    BTW I get my withdraw, thats fine.
    In other casinos I blocked numbers no relevant to the casino.
    So, what I can do? I can replace visa and with this I will stop any fraud from use of my old card.
    For passport numbers I am not so afraid because, if someone want to steal someone indetity there are many way to do so. Copy of varius docs exist in agency, hotels, motels and everywhere.
    And what someone can gain if have my passport number? Nothing.
     
  10. Feb 21, 2009
  11. dynamitewoman

    dynamitewoman Dormant account

    Occupation:
    retired
    Location:
    roswell,n.m
    identity theft

    Numbers and personal information such as drivers lcense, passport numbers,social security numbers, credit card numbers are all sold, often in lots to the highest bidder, using telephone transactions. What the buyer does with them is their business once they own them. A valid passport number can be attached to any individual with a "created" passport document to authenticate it. We are all identified with numbers, codes and symbols that are personal to us because they have been issued to us. That is who we are, and if someone else gains access to that information, that is who they can become.
    The internet is not a place to trust anyones security measures to the point of not protecting yourself with common sense and precautions.
    Maybe someone will come up with the bright idea of establishing a secure government sanctioned and insured site where you can submit all necessary documents and , in return, you get an authorized and secure virtual card to use as absolute identity verification across the internet,including gaming sites. That way, you do not have to keep resubmitting and hoping you will be accepted as a real person in order to get cash winnings or be verified at every site you visit.
     
    4 people like this.
  12. Feb 21, 2009
  13. Gogo

    Gogo Dormant account

    Occupation:
    accountant
    Location:
    Croatia
    I can agree with you. I wonder what we can do to prevent steal indetity.
    (I apoligize for english).
    If we suspect we can report that in Police and thats it. Nothing more.
    If someone do something wrong and ilegall with my indetity, I supose can easily prove that I did not do such thing and that is "stolen indetity issue"
     
  14. Feb 21, 2009
  15. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    1) No, I think the casino is being unreasonable in this particular case since you have already proved you are you once & they've paid you. I see no reason why you should do it all again.
    I'm not sure this is PAB material though - why not just PM MaxD and ask for advice?
    BTW, I still have the old UK pink driving license too (no photo) - valid until I'm 70 I think...

    2) Yes, I have sent scans of my whole passport with nothing blanked to several casinos.
    But only those I think are trustworthy. I recognise there is a very small risk in doing this - but I don't mind taking a little gamble from time to time! :p

    KK
     
  16. Feb 21, 2009
  17. RoyallyFlushed

    RoyallyFlushed Banned User

    Occupation:
    wife
    Location:
    somewhere in NJ
    What I don't understand is why they paid you before and now they wont. I get what your problem is but I don't get what this casino's problem is. Can you take a picture of yourself with a digital camera while holding up your drivers' license?

    They locked your account too boot? That would really pizz me off!! Im sure someone here can help you, good luck
     
  18. Feb 22, 2009
  19. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    I must admit I'm completely baffled about why my original documents were OK in January, and then in February they get really heavy handed about demanding loads more. If I were being cynical I'd say it's because there's a bigger win involved this time and they don't want to pay.
     
    1 person likes this.
  20. Feb 22, 2009
  21. zebedy

    zebedy No!!!! Im Spartacus MM webmeister

    Occupation:
    brain stergeon
    Location:
    Up a Tree
    it wouldnt be a casino from the vegas partner lounge group would it ?
     
  22. Feb 22, 2009
  23. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London

    No it's not. Sorry to be so cryptic about it, but I'm really hoping to get this sorted amicably. I've contacted the casino rep here, but unfortunately since then they've locked my account. So at the moment they are being pretty intransigent about the whole thing.

    I've sent a final email today, stating my position, and asked for it be forwarded to a supervisor. If I have no joy from that, then I think I'm either going to have to file a formal complaint with the Lottery and Gaming Authority in Malta or pitch a bitch here.
     
  24. Feb 22, 2009
  25. Stovetopp

    Stovetopp Senior Member MM

    Occupation:
    Retired
    Location:
    On the Beach
    If the facts are as stated , then I agree that it must have been a huge win!
    Good for you! Go get em!!
     
  26. Feb 22, 2009
  27. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London

    Yes, the facts are as stated. And we're talking just over 2.5k, including deposits. It does make you wonder why they are so reluctant to pay...
     
    1 person likes this.
  28. Feb 22, 2009
  29. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    Trusting what you say is fact then I would say this is absolutely PAB material.

    The Casino are being completely unreasonable and One of the only reasons I can see for such behaviour is a cynical attempt to avoid paying a legitimate win.
    It is very typical of a rogue site to pull such stunts but surprising to find a site accredited here employing such tactics.

    The only other reason could be that your account has raised a red flag for some reason and the CS is just incredibly inept.

    I respect and understand your decision not to out this Casino and try to have the situation resolved amicably and admire your patience and fortitude in the face of such belligerence.

    However it would be proper to have this Casino named and shamed so the rest of us can show our displeasure and support for you by closing our accounts or avoiding this pit in the future should they not see sense and pay you what they owe.

    Good luck.
     
    1 person likes this.
  30. Feb 22, 2009
  31. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    Thanks for the support Rusty. I'm not naming them just yet because I want to give them a chance to right the situation. If I've not heard anything by Tuesday (I emailed them today asking for a supervisor/manager to address my concerns) I think I'll pitch a bitch here.

    I'm hoping since the casino is CM approved that this is a one-off situation, and a manager with a brain can finally sort it.

    Rest assured though that if these guys continue to steal my deposits and legitimate winnings (no hint of a bonus involved) then I'll be shouting about their fraudulent behaviour from the rooftops.
     
    1 person likes this.
  32. Feb 22, 2009
  33. MrWolf

    MrWolf Senior Member

    Occupation:
    Journalist
    Location:
    London
    OK so I've been told this evening by a customer services rep I spoke to after he wrote refusing to pass on an email I'd sent about this matter to a superior:

    "No pay outs" and "Your account will stay locked" unless I send a copy of my passport with all information showing. He also added: "Send us the documents otherwise nothing's going to happen."

    Highly unsatisfactory for a "reputable" casino. Time to escalate the matter.
     
  34. Feb 22, 2009
  35. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    It makes no sense that they would have paid you several times before without a photo ID, but yet now make it seem as if they're required to have it, by their licensing authority.

    I'm in the USA, but every time I send in documents, I've always blacked out any information they don't need - such as license #, account numbers, non-casino related transactions, etc. - and never had any problems.

    Definitely time to PAB.
     
  36. Feb 22, 2009
  37. hobobiker

    hobobiker Dormant account

    Occupation:
    retired
    Location:
    Manchester UK
    photo license been around 10+ years now .... no convictions or endorsments in that time , I am very Impressed, its pretty hard nowdays with all the cams around.
    you still riding KK ?. .... maybe i should switch to 4 wheels , might keep my lic more than six months ( get mine back in Aug after another 18 months for totting up) but then again ..... nah,
     
  38. Feb 22, 2009
  39. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    MrWolf, is this Unibet you are dealing with here since you have brought up a few other threads now asking if the issue was ever resolved ??
     

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