casino cruise not willing to verify me pl advice me/

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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:

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Its an accredited casino here so has a rep you can contact.

PM him here https://www.casinomeister.com/forums/members/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.
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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.
 

philderby1

Senior Member
Joined
Oct 8, 2012
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
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
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.
 

Hirvo

Non-Gambler
PABnononaccred
Joined
Feb 28, 2016
Location
Sweden
Im sure there will be someone on here to give sound advice.

Casino cruise sound like a terrible casino to play at eerrrgh

Hope they start to do things right soon, or else i bet they will Lose some players.....
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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.

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.
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
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 :)
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
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.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
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.

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
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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?
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
Location
durham
hi

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

so reading this i am going to right now send all my documents again with me holding my documents and see what happens then.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
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
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
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?

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.
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I've given the casino rep a heads up about this thread, and he should be able to look into this soon.
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
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.
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
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 :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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.

It's not that simple. The UK is one of a select few countries that does not issue "ID cards" to it's citizens. This is why all these other documents come into play in these weird and wonderful combinations. The UK government have stated that their policy for establishing customer ID is the use of electronic cross referencing of various electronic databases. It is, coincidentally, a far cheaper option than issuing all UK citizens with an ID card, and then renewing it every few years so that the photo is up to date, and then tracking all the other information on citizens so that the whole picture is accurate.

There is actually no such thing as "photo ID" in the UK, there are a small number of documents that are used widely as a proxy for photo ID. They are no more reliable than the standard collection of paper documents that have been used for decades by UK citizens, and are the same set of documents that are used for obtaining these proxies for photo ID. This is why we have some casinos accepting, and others rejecting, what is the accepted norm for proxy photo ID in the UK.
 

Neil.int

Dormant account
PABnononaccred
Joined
Jan 13, 2016
Location
Home
Hi,
This exact same thing happend to me
On the same site.

I won some, sent in all the necessary documents, I get a reply from them saying they need all 4 corners which I accepted, and sent it back to them.

After a day, I get another email from them saying that my proof of address "insurance bill" was not enough for them and they asked me for a a tax-statement, bank statement or a utility bill. And I replied to them that 1) in my country we get the tax statements once a year and next time is in June 2)since if have all my banking online I don't get any physical statements 3)I'm not the owner of the property so utility bills are not in my name.
One day after they reply saying that I should
Screen shot my bank statement and send it to them which I did, another day after they tell me it's not enough.
By this time in furious, in ALL casinos I ever played, a phone bill has been enough so I write a very clear message to them and tell them to freeze my account for 1 week until they solve this, guess what; same day I tell them to do that they write me an email saying that finance had made an exception and accepted my proof of address and said payment will take 48 hours and asked me if I wanted to reopen my account (which was 24 hours after I closed it and I closed it for 1 week and they asked if wanted to reopen it right away and I'm not sure if they are allowed to do that).

They eventually paid out and I closed my account there. So my suggestion is for you to tell them to freeze your account for 1 week and during this time you'll be sure you'll not play with your winning and that they will solve your issue.
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
Location
durham
hi

an not going to spend back what av won.. but i will deffo not give this up as i find this just a terrible way to be doing this i really do.... they have allot more id than i have ever ever sent any were . today i sent id again with me holding my id as someone suggested that but we will see....am glad you got yours sorted out i only wish mine was..
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
Location
durham
sorry me again

regarding what neil said above. they told me to send my birth certificate in to them so i did...they replied its in bad condition we need a better one so i got a new 1 to my expence then they replied we dont accept birth certificates.so it seemd doesnt matter what i do they just build another wall will post now to show how bad i personally think this is.


Dear Beverly,

I hope this email finds you well,

Regarding our earlier conversation via Live Chat, I've spoke with our security department as promised. They have checked the birth certificate that you've sent and the document is in a bad shape, wrinkled and not clear. As mentioned - they will accept a birth certificate as an exception but they cannot accept a document in this condition.
Please send us a copy of a document that is in a better condition. The copy must show all four corners of the document.

Feel free to contact us for any question that you might have. Our Casino Hosts will be more than glad to assist.

We look forward to hearing from you soon.

Sincerely,

Nick,
Casino Host
CasinoCruise Support
support@casinocruise.com
ref:_00D20mceA._50020wUcKb:ref



so as i said on earlier post i went out of my way to get a new 1 next day delivery at a cost of 25pound thinking well that will be the end of the matter..HOW WRONG WAS I regards beverly.
 

beverly1

Dormant account
PABnoaccred
Joined
Feb 28, 2016
Location
durham
hello

today is Tuesday. i sent my documents again with me holding them no reply from casino support as yet allso no word from rep here either so looks like just another day in my life full of stress and worry but hopefully this will be resolved one day.one other thing that is puzzling me a post above this says they had same issues with same site yet they only sent a few bits of id i have sent all my life in the documents i have sent now also pictures of myself holding the documents non of this even makes sense to me any more will keep doing a daily update regards beverly
 
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