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casino cruise not willing to verify me pl advice me/

Discussion in 'Casino Complaints - Non-Bonus Issues' started by beverly1, Feb 28, 2016.

    Feb 28, 2016
  1. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hello I use a few sites to gamble with and to be honest I have never had a issue till now. am used to sending id in that has allways gone smooth till now.
    anyway I won on casino cruise they asked fo id I sent what I allways send in hd quality I will add 1..PHONE BILL 2..BANK STATEMENTS....3...COUNCIL TAX BILL...
    3....MY RENT ACCOUNT BILL...4...MEDICALL CARD....5..BANK CARD FRONT AND BACK

    then I got a email saying there not clear enough need all 4 corners etc..so I redid them all all 4 cornes visible etc etc.
    got reply back saying need photo id..i replyied back I don't drive I don't own a passport...
    I got a reply saying can I send my birth certificate I did not really want to if am honest but I did.
    got a reply saying its in bad condition can I send a better copy.by this time am just getting sick and down.
    so I replyied ok I will get a new 1 so I got a new 1 payied 25pound to get it next day delivery thinking that will be the end of it.
    how wrong was I. and I may add by this time am just so low and feeling like pulling my hair out.
    I got a reply saying we don't accept birth certificates.
    so they asked me to send birth certificate...etc etc then they say sorry was a mistake?
    any ways I carried on playing with my winnings and won a bit more now I got a email saying send ID fast or we will ban or suspend your account.
    am just so so down about this I was happy for that few seconds I won now all I have is stress.
    am in my 50,s am pretty sure u can verify me u have my hole life in them documents yet u seem unwilling to help or to even be honest
    every thing u asked for u got and every time was a excuse then the last one was birth certificate.u refused the first 1 saying was in bad condition even though every thing was clearly visible ,and asked me to get a better one. so I did at my expense then u say sorry was a mistake.am not sure how this is allowed to happen
    am all for security id etc but I cant give what I don't have I have never drove . yet I have sent away for my driving licence (provisinol) so even if casino cruise are that unwilling to accept anything I send. I sent for my driving licence that will take a few weeks not sure how long. but now am worried they will just ban my account before I get my driving licence am just so worried about this.
    one more thing am just so upset at how easy casino,s can find a way not to let u withdraw...
    regards beverly.
    also I can and will send all the id I sent casino support if u need regards beverly.
    also i must add as this is on my mind aswell only a month or so ago i made a withdrawal from a different casino actually in last few month i have made 2 from 2 casino,s both on this sites rep list...and i sent same documents as i have casino cruise actually no i sent less documents to the other 2 sites i did not send them my birth certificate and i did not send them medical card yet them 2 sites verified me sorted my withdrawell out within 48 hours so am just finding all this a bit strange i can also send post the names of them 2 sites if that is allowed.
     
    Last edited: Feb 28, 2016
  2. Feb 28, 2016
  3. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Its an accredited casino here so has a rep you can contact.

    PM him here http://www.casinomeister.com/forums/member.php?u=37810 explaining everything and see what he has to say.

    He was last online Friday and will probably be back online tomorrow since its a weekend.

    It does seem a lot to ask for and hopefully he will help you. Just don't give in and play it all back.

    Hopefully it all gets sorted. Good luck.
     
    1 person likes this.
  4. Feb 28, 2016
  5. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    thx

    thanks for that I have sent a message to the rep. but I have spent hours talking to casino support and am gonna be honest I just found them to be I don't no how to say this found them to be unwilling to even try to assist in the matter I just got same answer for every thing I asked. but I have messaged the rep
    I appreciate your reply thank you.
     
  6. Feb 28, 2016
  7. philderby1

    philderby1 Senior Member

    Occupation:
    factory worker
    Location:
    derby
    Im sure there will be someone on here to give sound advice.

    Casino cruise sound like a terrible casino to play at eerrrgh
     
  8. Feb 28, 2016
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    That's more than enough documentation to be able to ID a UK player. The talk of suspending the account though is down to UKGC regulations, and does NOT mean they will "steal" all the money. They have to ensure that players cannot play for longer than a short period of time once the casino has begun the process of verification, but failed to complete it.

    The service is also shockingly poor as they keep changing their requirements from one day to the next.

    There is a serious disconnect between the regulatory requirements within the financial industry and government practice in everyday life. It is ridiculous to assume that "everybody drives", which is what we find throughout the finance industry, not merely online casinos. Getting a provisional is no guarantee either because in some cases even this has been rejected by casinos who say "we require a full licence, not a provisional".

    When it comes to the banks, the Financial Ombudsman has already delivered a rap over the knuckles over this ID issue as it excludes many elderly and disabled people from banking services, and banks have been told to work with other methods of KYC to ensure that "financial exclusion" of vulnerable people does not take place. Sadly, the Financial Ombudsman does not deal with online casinos, but it's the same anti-money laundering laws that are being enforced, so the principle is the same.

    The only real solution to this is to forget about spending £25 on a new birth certificate or £50 or so on a driving licence, get a passport. It may cost more, but it could well save money by avoiding the trouble and expense of getting copies of this, that, and the other, notary fees, messing about with second tier CS or external arbitrators, etc.

    The money will still be there for claiming once you get the passport and can use it for verification. Then, you will just need the two items, the passport and a proof of address less than 3 months old.

    Many UK facing casinos now use the government preferred electronic verification databases, rather than asking for documents via email. This became the preferred solution after ID cards didn't get approved, but a means was needed to run KYC on people in many situations. Even the DVLA has moved to electronic verification of driving convictions and permitted categories of vehicle, and has abolished the paper counterpart that used to be needed when hiring cars. This hasn't entirely gone smoothly either.
     
  10. Feb 28, 2016
  11. Hirvo

    Hirvo Quit Gambling PABnononaccred

    Occupation:
    ....
    Location:
    Sweden
    Hope they start to do things right soon, or else i bet they will Lose some players.....
     
  12. Feb 28, 2016
  13. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    re

    hello its all just crazey to me . they said my birth certificate would be good then they said oh we made a mistake its no good. it was casino support that told me to get a provisional driving licence so thats what i have done but bills bank card tax bills social security letters with my national insurance number on my medical card phone bills birth certificate etc etc am allmost 100 percent sure thats enough as i said in last post other casinos dont have any issues and am sorry to say casino cruise seem to be just running me around with this it is actually getting me down but any ways they told me to get a licence so i sent away already for it can post all this from chats and emails i save.
     
  14. Feb 29, 2016
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They had better accept it then. However, they also said they would accept a decent copy of your birth certificate, and reneged on this after you had spent £25 on it.

    The option to get a provisional DL isn't even open to everyone, as if you have certain medical conditions like Epilepsy or Diabetes the application could be refused (assuming you tell the truth on the forms).

    Either the UKGC has to enforce a change in KYC procedures, or the government will have to accept that UK passport scans will be routinely sent offshore to primary licencing jurisdictions via unencrypted email, it's their choice, not ours.
     
  16. Feb 29, 2016
  17. mina1929

    mina1929 Senior Member

    Occupation:
    Food Catering
    Location:
    World
    Hi Bev

    I find this very odd that they are asking you for all that Id, when I sent in my documents to Casino Cruise all they asked for was my drivers licence front and back, utility bill and method of payment and I was verified very quick.

    I play there and made a withdrawal before and they're good Casino. Has all your documents got the same address, same name etc

    They will pay you I am sure :)
     
  18. Feb 29, 2016
  19. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Please don't pull out all your hair or your picture won't match anymore!!

    I am sure the rep will be in touch with you and can work something out. If a casino is licenced in the UK, surely they can accept valid ID for the UK.

    A request that is sometimes made is a picture of you holding your ID. It's easy to provide, and far less costly than other options. I've had to do it in the past when I didn't have a passport.

    I don't know how big your withdrawal is, but please don't play it back. And as Vinylweatherman said, a locked account won't mean your win is forfeited.

    The reps here at CM have more power than frontline CS.

    BTW, congrats on the win.
     
    1 person likes this.
  20. Feb 29, 2016
  21. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Yup; been there, done that...easy peasy phone pic. It's to demonstrate not a photo shop, easy to do with a flat, squared surface; not so much when angled and in hand
     
  22. Feb 29, 2016
  23. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hello

    hi mina.
    yes my talktalk phone bill has my name my address..my medicall card has my name my address..my bank statement my name same address...my council tax bill my name same address...all my documents have my name and my address and all within the last 3 months my birth certificate is only thing that doesnt have my address only as they dont have a address on them....i am allso finding this weird and to be frank terrible.
    i would post what the said to me in a email about my birth certificate as i find that really weird but am not sure if i am allowed to do that?
     
    1 person likes this.
  24. Feb 29, 2016
  25. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    so reading this i am going to right now send all my documents again with me holding my documents and see what happens then.
     
  26. Feb 29, 2016
  27. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    If you dont hear back from rep in a few days and no progress with your ID


    I suggest using the PAB here.


    Please dont play and lose in the mean time
     
  28. Feb 29, 2016
  29. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    You can post pretty much whatever you want as long as it is within the forum etiquette and posting rules.

    Keep it factual, professional and polite and you'll be fine :)

    Good Luck with getting this sorted ASAP.
     
  30. Feb 29, 2016
  31. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    and my withdrawell was for 2000 now 1800 its not a huge win to lots but it was my best ever win as i dont play big stakes. but the joy of my best win has turned into me spending my days and night trying to sort this out.
    someone said in a post photo holding your I.D so i have just took all my id with me holding it and gonna send that right now.
     
  32. Feb 29, 2016
  33. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    keep us updated

    good luck
     
  34. Feb 29, 2016
  35. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I've given the casino rep a heads up about this thread, and he should be able to look into this soon.
     
    2 people like this.
  36. Feb 29, 2016
  37. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    update

    so i have just took photo with me holding my id.. list all my address all my name all in date... apart from my birth certificate as they dont have address on em. 1..medical card me holding it..(2) talk talk phone bill me holding it
    (3).birth certificate me holding it (4) council tax bill me holding it (5) bank card front and back me holding it (6)i even took a bill from my dentist me holding it..so any ways i have sent them to casino.support and will see what happens. i could send a copy of letter that has my n.i number on from the work.and pension department but not sure if giving my national insurance number away is a good or even safe thing for me to be doing.
     
  38. Feb 29, 2016
  39. mina1929

    mina1929 Senior Member

    Occupation:
    Food Catering
    Location:
    World
    Hi Bev I think what you have there is more than enough, they should definitely verify your account, good luck, I think it should be all fine.

    Keep us posted :)
     

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