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Another Top Game Nightmare (Casino States doesn't pay)

Discussion in 'Casino Complaints - Bonus Issues' started by Bencuri, Dec 30, 2009.

    Dec 30, 2009
  1. Bencuri

    Bencuri Experienced Member PABnononaccred

    First at Rialto, now at Casino States:

    1. I signed up with them through the advertisement of Latestcasinobonuses.com and got 10 no deposit bonus.

    2. Met the play through, was ready to cash out the max allowed: 100 USD.

    3. I asked the Chat about how I can cash out. They said this: I must make a deposit, and then my withdrawal can be processed. As The minimum deposit is 25 and minimum cash out is 100, I asked if I can cash out my deposit and winnings together. The Chat operator tol me: no. He said I must make a second deposit to be able to cash out that. What a ridiculous thing. So I accepted that I deposit, waste my 25 deposit, and cash out 100. I did so, wasted my 25 on some game.

    4. I sent copies of government issued ID, driver's license and bank account statement. The Driver's license is EU conform, it is accepted for ID verification in the EU, it has hologram, etc., and it is accepted in every online casino I play, even by Neteller.

    5. About a week later comes a letter: I didn't send in docs, so my withdrawal was reversed. Interestingly in the letter they write it: 'Because youve played on a FREE BONUS there are a couple of things that youll have to complete prior to be able to withdraw your winnings funds.
    the total amount that youll be able to withdraw is a $100 (and that the total sum after depositing).' What???? The chat operator told me I cannot cash out the 25 I deposited, only my winnings!!! Couldn't they mention it to me earlier??? Thank you for fooling me!!! Moreover I sent the docs about a week ago, so I don't understand why they cancelled my withdrawal saying I didn't send in docs.

    6. They replied me again resending the docs saying they accepted my Bank statement, but I must send my passport. What??? I sent them that EU conform Driver's license. Why isn't that enough? Moreover in their terms and conditions they mention that Driver's License is okay. So what is the problem then??? Anyway I don't have a valid passport now. My last passport is not valid now, and in case I make a new one it will cost about the same price as my withdrawal. Moreover now I don't need it bacuse inside the EU I can use my Government issued id for verification. And anyway online casinos never asked for my passport yet, they accepted my Driver's license. What a disappointment!!! Why didn't they mention this when I contacted the Live Chat several times before depositing and asking them about the possible ways of withdrawals? They didn't mention these things. Moreover last week they promised me I will get my withdrawal until New Year. Now I doubt that will be like that.

    I will never deposit any cent at Top Game now!!! And in case States doesn't pay I will report them at the Consumer Support Agency of the EU. I see they are licensed in Cyprus, fortunately, that is a EU member country as well. I am fed up with these scams at Top Game now, and I won't let them steal my money!
    Last edited: Dec 30, 2009
    1 person likes this.
  2. Dec 30, 2009
  3. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    Sorry to hear about your experience Bencuri, although Im not at all surprised.

    Why anybody would even think about playing at a Top Game Casino completely baffles me......I notice you had trouble at another TG casino previously, so that would be a red flag.

    If anybody wants to know about how Top Game casinos handle issues, just do a search for Rome or Rich Casino etc. The games are crap, the software is annoying, the promotions are ridiculous and predatory, and the management leaves a lot to be desired.

    You should definitely make them pay full price for treating you this way - maybe when they realise the terrible PR it generates they will stop these stupid policies and excuses for not paying players.
  4. Dec 30, 2009
  5. Bencuri

    Bencuri Experienced Member PABnononaccred

    I gave up with the hopes that I will be paid. So I decided to share some chat transcripts I saved and the e-mail from them. I don't care what they will think about it. I don't really think now that they will pay.

    Okay, so one side of the cheating:

    They required a deposit from me before I could withdraw my winnings. I asked this from them last week on the Live Chat:

    'Bencuri 21:44:49
    Mark 21:44:50
    Thank you for contacting online support. One of our support operators will contact you as soon as possible.
    Shawn 21:45:27
    Shawn 21:45:34
    how are you
    Bencuri 21:45:35
    Bencuri 21:45:40
    Fine, thank you!
    Shawn 21:45:49
    Shawn 21:45:56
    Merry Xmas
    Bencuri 21:46:01
    I would like to ask you about my withdrawal.
    Bencuri 21:46:55
    I won on the 10 free no deposit chip that I got on sign up. I cashed out the max allowed amount, 100USD, that is pending in the cashier now. I also deposited 25 dollars, because it was mentioned in your terms my withdrawal is only processed in case I
    Bencuri 21:46:57
    Bencuri 21:47:22
    I wouldn't like to leave that 25 on my account, Is it possible to reverse the withdrawal of the 100 USD and cash out 125?
    Bencuri 21:47:49
    I only have the deposit on my account. I declined the first deposit bonus.
    Shawn 21:48:53
    no you can't
    Bencuri 21:49:16
    can you tell me the reason?
    Shawn 21:51:07
    because the max cashout is 100$ on the free bonus
    Bencuri 21:51:33
    so that limits this thing then, okay, no problem
    Bencuri 21:52:29
    can you confirm me that in case I play and win with that 25 that is on my account now, I can play any games and cash out any time? I guess I can do that as I declined the bonus before playing any rounds with my deposited money.
    Bencuri 21:52:51
    I would especiall like to play roulette.
    Bencuri 21:57:26
    Are you still here?
    Shawn 21:58:33
    you can play but you can only withdraw the 100$ until your second deposit
    Bencuri 22:00:19
    Bencuri 22:00:25
    I have no more questions then
    Bencuri 22:00:27

    Did you catch it??? They say I can only cash out my deposit and winnings from that after making another deposit. What kind of rule is this??? I never heard of such crazy rule...

    So they told me I can only withdraw 100. after this I decided to risk my 25, and I lost it. I didn't want to save it because I found it inconvenient to make another deposit.

    Now a week later I got this letter from them:

    'Dear Bence,
    Because youve played on a FREE BONUS there are a couple of things that youll have to complete prior to be able to withdraw your winnings funds.
    the total amount that youll be able to withdraw is a $100 (and that the total sum after depositing).

    in addition youll have to send copies of the following documents:
    A copy of a Utility bill from within the last 3 months
    A copy of your Passport or a copy of your Drivers license
    Your money bookers account number.
    Attached is a voucher needed as well , your account ID is: --------
    Most importantly, because we have not received your documents yet, your withdrawal was cancelled and you will see the funds back into our account.
    It is important that once you send all the documents, that you please log in and ask for a new withdrawal request.
    This allows us to get an automatic message in our system and thus re-begin the withdrawal review process.'

    Now, one week later they say I could have cashed out my deposit as well. Why didn't the Live Chat operator mention it earlier before I decide to waste my deposit? And I sent them my docs a week ago, last thursday. So why didn't they check them since then?

    Another cheating:

    Why did the reverse my withdrawal saying I didn't sent in docs??? Today the chat operator checked my account and he could see the docs I sent in last week. So they received it. Why didn't they checked that before saying I didn't send them in and reversing my withdrawal?

    You can see from the letter that they write the Driver's License is okay for them Every reputable casino, Bwin, William Hill, Bet 365, even Neteller accepted my Driver's License, for some reason Casino States doesn't. A no name, little casino has higher standards then William Hill or Neteller? Hehehehe :) Good joke!!! It is a brand new driver's license with the latest security elements on it, hologram, stamp, etc. Why don't they accept it????? I can even use it to cross the border to some non-EU countires.
  6. Dec 30, 2009
  7. bernynhel

    bernynhel Dormant account PABnononaccred PABnoaccred

    Los Angeles
    They say, " A copy of your Passport or a copy of your Drivers license" so just tell them you don't have a passport. They already have you license and a utility bill and the Moneybookers account number? So just make another withdrawal request. If you have another Live Chat transcript showing Live Chat knew your ID documents were OK, email a copy of that Live Chat with any other documents they don't have yet, if there are any they don't have. Good luck!
  8. Dec 30, 2009
  9. Bencuri

    Bencuri Experienced Member PABnononaccred

    Good thought however you see that I posted docs last week as well, and the reversed my withdrawal without checking those. And the reason for reversing the withdrawal was that I didn't send in docs. So you see it is not enough to request another withdrawal only. It is obvious they don't care about it, they didn't even care about the documents I sent in.

    Anyway I sent them everything by now, even the chat operator assured me that everything will be forwarded to the financial department (I always wonder if there is any department like that at all in these casinos), and they replied me this way:

    'Dear Bence,

    Please note that we have received the copy of your bill and your picture ID. However we have to request a copy of your passport in order to validate and update your account with a valid picture ID, this is for security measures. Thank you very much for your understanding and cooperation in this matter.

    Best regards,

    Security Department'

    In their previous letter they writes what you also noted: Driver's License or Passport. Even in their terms it is said Driver's License is okay. I wonder what the problem is with it now. Even Neteller accepted it, however their verfication process was one of the most strict I saw up to now. I wonder why this low end casino doesn't accept it. I doubt they have stricter security then Neteller.
  10. Dec 30, 2009
  11. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Selling out
    I went through the same bullshit, they even demanded a bank statement, I told them to go F**K themselves, this was after them getting c/c, a piece of mail and a D/L with full picture. I have been playing online a long time now and it just keeps getting worse and worse, casino's hiding behind bullshit laws, documentation requirments beyond their own T&C's, spam, selling of info, I am so done with this program!!!
  12. Dec 30, 2009
  13. Bencuri

    Bencuri Experienced Member PABnononaccred

    Just another odd think to laugh at that arrived today:

    Dear Bence:

    Thanks for contacting our security department!

    Please advise that the reason why we did not accept the documents in the
    first place is because we require a hard copy of your passport.

    We will be more than glad to process your request once that has been

    Best regards,

    Security Department
    You must register/login in order to see the link.

    So now they want hard copy??? Heh...

    And also from today, I am asking them about the license of the casino:

    Bencuri 10:23:15
    Let me ask you something.
    Grace 10:23:20
    Bencuri 10:23:47
    I checked your contact section in the casino site, but I don't find your mailing address.
    Bencuri 10:23:57
    What is your Mailing address?
    Grace 10:24:08
    We can not give out a physical address for security reasons
    Bencuri 10:24:41
    Are you licensed in Cyprus?
    Grace 10:26:26
    Costa Rica
    Bencuri 10:26:40
    You write on your web Cyprus.
    Bencuri 10:26:43
    How is that?
    Bencuri 10:26:49
    It is false information then.
    Grace 10:27:10
    No, on our website it clearly states that we are licensed for Business in Costa Rica
    Grace 10:27:21
    You must register/login in order to see the link.
    Bencuri 10:28:24
    Okay, but in the About Us section:
    Bencuri 10:28:26
    CasinoStates is a wholly owned subsidiary of Proxima Technologies Ltd., a Cyprus based company.
    Bencuri 10:28:35
    so what is the actual situation now?
    Grace 10:28:42
    The support is based in Costa Rica
    Bencuri 10:28:59
    But where is the casino licensed at?
    Bencuri 10:29:18
    At another place you write:
    Bencuri 10:29:20
    CasinoStates.com operates under a license granted by the Gambling Commissioner, Gibraltar, a self-governing British Overseas territory and a member of the European Union and the OECD under Top Game software operation license.
    Bencuri 10:29:30
    So it is the 3rd version now.
    Bencuri 10:29:39
    What is the true place of your license.
    Grace 10:29:55
    We have offices in all those places
    Bencuri 10:29:57
    I just want to know where the place is to which I supplied my ID.
    Bencuri 10:30:00
    Grace 10:30:04
    Costa Rica
    Bencuri 10:30:40
    Last edited: Dec 30, 2009
  14. Dec 31, 2009
  15. Seaman63

    Seaman63 Experienced Member PABnononaccred

    IT related
    Bencuri, instead of posting this at every forum around the www and trying to bash the casino, you maybe should better try to contact the forum/affiliate through whom you signed up. They will have a direct contact to the casino and are more helpful with resolving your issue.
    2 people like this.
  16. Dec 31, 2009
  17. SlotMonster

    SlotMonster Twitch Streamer - Affiliate webmeister

    This is what you had to do BEFORE posting IMO.
  18. Dec 31, 2009
  19. Wildfire7

    Wildfire7 Dormant account

    Under no circumstance EVER should a player send the original passport to a casino through the post.

    Basically they have no right to ask you to surrender your passport (and freedoms) which is effectively what you are doing if you adhere to what they say.

    Unless requested by immigration control, the police or interpol etc your passport stays with you.

    It is absolutly outrageous they have the audacity to make such a request.

  20. Dec 31, 2009
  21. Bencuri

    Bencuri Experienced Member PABnononaccred

    Be sure I would have contacted, but Casino States has no rep here. And it is the second time in a row now that I am made disappointed by misleading at a Top Game casino. So I won't disguise what happened. Consider these transcripts I posted an opinion. Anyway it is very okay the rep is here. But what is the Casino Support in the casino then for? Isn't it for solving issues? It they can't solve issues what they are for? For attraction? Or what? I did contact them and they didn't solve the problem. Instead of that I was accused of not sending in documents, however i sent them in a week ago. And the rep in the Live Chat could see the documents arrived when I asked him to check.

    Anyway, today I was notified I received the 100 withdrawal by moneybookers. I contacted Top Game through their e-mail at their site, they agreed to look into the matter, so maybe because of that.

    In spite of this I do claim Casino States cheaters. Their Live Chat misleaded me when I asked them about the withdrawal rules on my 25 deposit, that could have been cashed out, as I was notified one week later after loosing it. Back then the support said the opposite.

    Also it is abnormal what they did with my documents. As you could read from ym posts, even Neteller accepted my Drivers license, that is a Plastic, EU standard Driver's license with hologram. I can cross the border with that to some countires. What was the problem with that at Casino States? Do they have so high security rules that they cannot accept what has never been dened by any online casino yet? On my license it is even printed in English that it is a Driver's license, so they could have no doubt what it is. Instead, they wanted my passport, that is overdue now anyway. It was valid until 2008. dec. Interestingly that unvalid, old passport was good for them, this brand new Driver's license, that was good for Neteller was not. And they even wanted a hard copy of it!!! Hehehe!!! You know what....

    In case I also get my 25 dollar to my moneybookers, the money that was 'stolen' from my because the Live Chat misleaded me, maybe I will consider them legit casino. But then there also remains this ordeal with my docs.

    So I don't care about the rep here. Consider this an opinion on Casino States...
  22. Dec 31, 2009
  23. AussieDave

    AussieDave Dodgy whacko backstabber

    Gaming SEO Specialist & Casino Webmaster

    This is so dodgy - so too are Top Game casinos in general, I wouldn't put it past them to sell it.

    Casino States what a clip joint this place is!

    Don't ever send anyone a hard copy of your passport, ever. Personally I wont even send a scanned copy of my passport, I refuse to. Instead a scanned DL and utility bill is all a casino gets from me!

    Personally I'd just let em keep the $100 and the $25 deposit. Then run the F#ck away as a fast as I can from this rogue casino.

    Chalk it down to an experience Bencuri. Fortunately not an expensive one :thumbsup:




    PS: People really should consult the information here at CasinoMeister.com Bryan and the staff work tirelessly to inform members and visitors about rogue casinos and clip joints to stay the f#ck away from.
    3 people like this.
  24. Jan 2, 2010
  25. LinkinFart

    LinkinFart Banned User : multi-account fraudster

    not anymore
    When they give me free chip I don`t bother playing with it, that`s what I think of Top game casinos.
    2 people like this.
  26. Jan 2, 2010
  27. Bencuri

    Bencuri Experienced Member PABnononaccred


    But as you see you can't cash it out easily...
  28. Jan 2, 2010
  29. nisosbar

    nisosbar Ueber Meister PABnonaccred

    Right here
    I'll play it, but not if it's from the Cool Cat RTG group - every day it seems they send me $50, $100, $1000 free chips, and I'm like, this is play money, keep it, guys.
  30. Jan 3, 2010
  31. Jasminebed

    Jasminebed Aspiring old lady

    Not in workforce
    Seaman, I am happy that players like Bencuri share their experiences here and elsewhere.

    Ben, I am happy that you finally got paid. But nothing in your experience would lead me to play there. I too do not have a valid passport.
  32. Jan 9, 2010
  33. helwhipped

    helwhipped Dormant account PABnonaccred

    widowed and unemployed
    south lake tahoe california
    So Bencuri, what is the latest? I'm waiting on a $100 withdrawal from there off a free chip, and while it seems to be taking forever to get my hands on cash, I'm worrying now if I'm gonna get screwed. I played and lost my $25, everything seemed fine, they received my docs before I withdrew it again and said within 24 hours they'd be processed. I hope their hours don't consist of one hour per day, cause that's what it seems like. I hate to make a pest of myself, but when I do I like to get some kind of answer. My last e-mail hasn't been answered. I hate to be chomping at the bit here, but I just wish more casinos could have the decency to put a players mind at ease by giving some kind of sign. It's bad enough to not find my cashout in Quicktender, but the silence is excruciating. Hope everything works out for you, and me too!
  34. Jan 11, 2010
  35. Bencuri

    Bencuri Experienced Member PABnononaccred

    Read on the top of this page what happened in the end. I got paid, however I am not fully satisfied because of the problems with my document verification, and also because I was not informed correctly about the withdrawal details. Did you know you can cash out your deposit as well, and you don't need to loose it? Did the support tell it to you? First they told me it is not possible, then, when I lost my deposit they informed me I can cash it out (one week later they informed me). So they simply misleaded me. So it was enough to keep me away from Top Game now.
  36. Jan 11, 2010
  37. jelsmith

    jelsmith Zombicidal Maniac PABnononaccred

    Special Effects Make-up Artist
    nashville tn
    "It's like reading a page off of Hello Kitty"


    I think I just wet my pants..........that is hysterical Bryan.
  38. Jan 16, 2010
  39. helwhipped

    helwhipped Dormant account PABnonaccred

    widowed and unemployed
    south lake tahoe california
    Bencuri- I'm glad you got your withdraw, though minus the deposit. That's cheap I guess, for the value of the knowledge. I've always not really enjoyed(especially when winning) at a new place. For me, even pushing the cashout button and going to the cashier is hard, but if I'm not good to go it's really a pain and this experience with CS's really put the fear in me. Before this Inetbet played me along, and Silverbets my withdraw for $100 disappeared after I deposited. Without a word one day an e-mail said I had $100 to do whatever I wanted, oh boy I could start over? Well, you know what I did. My revenge backfired! It worked before somewhere else after they put it back I made it grow and then had no problem cashing out. Top Gmg has always given me a hard time, different rules, that make no sense and can't answer a straight question, so many questions, reworded so they still end up not getting it, and I'd be more confused and afraid than ever. Exceptions, Thebes, Rome, and now 7 Spins and Money finally coming around , but after losing Royal Flushes and other nice hits that should have been cashed out because of mis information. Waiting anxiously for my withdrawal at CS's and after getting an e-mail saying they have recieved my docs and 24 to process them, I was sure to get it soon. even asked support... I get another e-mail saying wd was reversed because they didn't have my docs..... I sent their last letter saying they did and sent them again, in 2 parts 4 of 7, and 3 of 7They send me same letter as yours w/ FREE BONUS like it was a crime, and said they needed my picture ID or passport. I wrote back telling them that my driver's license was the only picture ID I have and I sent it to them. I thought about you and passport crap.....They wrote back that they found it, realizing separate mail. Next they were verified and the money wound take 6 days. Not up to, or around, but 6 days I guess from this Monday. So that should be next week sometime, Monday's a holiday, figures. Anyway, I feel sorta better knowing you got yous and I'll probably get mine someday. I just can't look at any screenshots cause I am so chomping at the bit. I had time to get sick with cold/flu and getting better, slept so long, would have been nice to have it waking up. Sorry I ran on and thanks for listening.

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