casino cruise not willing to verify me pl advice me/

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

Could you please submit a PAB so that Max can have the casino address this? Thank you.

Beverly I see that you are new here. As Bryan (Casinomeister) suggested, PLEASE submit a PAB (pitch a bitch) on this matter. Go to the top of any page in the forum and you will see the PAB FAQ. Read it well. Then follow the instructions and fill out the PAB form. Submit it to Maxd. Then please do not post any further on this topic... of course you can post to let us know you've a PAB in progress. Remain patient as these things take time. Good luck.
 
Hello.
if its OK for me to ask if the pab form i filled in was OK?

It'll take a while if Max is busy, and in any case it's best to ask him directly via PM. The procedure can take a week or two, even when the casino cooperates fully. It depends on Max's workload as well as the speed of response of the casino.

You will just have to sit tight and let the process run it's course.
 
hi

It'll take a while if Max is busy, and in any case it's best to ask him directly via PM. The procedure can take a week or two, even when the casino cooperates fully. It depends on Max's workload as well as the speed of response of the casino.

You will just have to sit tight and let the process run it's course.

thank you for the reply i appreciate it.i was just a bit worried i did not do the pab correctly again thx beverly.
 
Apologies for not replying sooner - i will sort out this issue of late replying on our side.

Please let me know if this covers the full situation or if you have something to add before i look into this.

Thanks for PMing me your username and email

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.
 
Hello Everyone,

I have been advised by our Security Team that the player is missing a Photo ID/ Passport/ Driving license.
The KYC-process is part of the gaming commission requirements and we do not accept any other proof of identity then the ones mentioned above.
Each time the documents do not meet the necessary standard, the procedure will be delayed.

Our Customer Support helped the player to apply for a provisional driving license. We also offered to pay the cost.

Unfortunately, on the 8/3 the player chose to roll back her winnings and play them all. This being the case we consider this issue to be closed.

Please let us know if we can assist any further.

Kind regards,
Casino Cruise
 
Hello Everyone,

I have been advised by our Security Team that the player is missing a Photo ID/ Passport/ Driving license.
The KYC-process is part of the gaming commission requirements and we do not accept any other proof of identity then the ones mentioned above.
Each time the documents do not meet the necessary standard, the procedure will be delayed.

Our Customer Support helped the player to apply for a provisional driving license. We also offered to pay the cost.

Unfortunately, on the 8/3 the player chose to roll back her winnings and play them all. This being the case we consider this issue to be closed.

Please let us know if we can assist any further.

Kind regards,
Casino Cruise

Both good and bad.

You should however have temporarily locked the account to prevent this from happening. You are actually SUPPOSED to temporarily lock an account when you are unable to verify a player. Given the timescale of obtaining a provisional licence, the account should have been locked not only to prevent the player from blowing the lot in the mean time, but to prevent the casino from falling foul of regulations by allowing a player that had failed verification checks to continue playing and depositing.

Your solution does not work in cases where players have a disability or medical condition that prevents them from driving, so in order to comply with anti discrimination legislation, I now expect that a UK player in a similar situation otherwise would receive the same assistance in obtaining a passport as this more able bodied player was offered in getting a provisional licence.

Be careful when passing the blame for this on to the gaming commission, who have already stated that UK facing casinos should be using electronic verification in any case, and that they should ensure that their terms and conditions are compliant with UK consumer laws.

If the UKGC or government are not convinced that the current system is offering proper protection to players, they will make compliance even more burdensome and costly for casinos. A change of government in 2020 could make things very different for the industry, but changes would be based around what the new government feel the outgoing government failed to do to protect consumers.
 
hi

regarding all this it was made even worse as my birth certificate has my maiden name but i was married so i now have a different name so its crazy. but i did every thing i possibly could even egorga did not reply and i did ask my account to be suspended but the chat operator did not seem to understand what i was saying here is screen shot.but casino cruise got what they wanted in the end just a awful experience is all i have to say.
 
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regarding all this it was made even worse as my birth certificate has my maiden name but i was married so i now have a different name so its crazy. but i did every thing i possibly could even egorga did not reply and i did ask my account to be suspended but the chat operator did not seem to understand what i was saying here is screen shot.but casino cruise got what they wanted in the end just a awful experience is all i have to say.

With repspect, it's a good idea to score out your full name and personal details. Identity theft is real and it's better to be wary; those details really are only relevant to max and the casino.
 
With the utmost respect (and I usually take the players side if they are not at fault) you cannot blame anybody but yourself for spending/losing back your win!

The casino cannot force you to do this and yes its hard but requires not just good but excellent self control. They even offered to pay for your provisional lol!

Take it as a lesson learnt and hope 'Lady Luck' gives you a second bite of the cherry soon.

To summarise, I would seriously recommend that wherever you decide to play in the future, get your account verified in full before you even do a single spin!

Good Luck!
 
lol

am not blaming anyone but at the end of the day my account should of been locked but its money who cares but the fact is i did everything and i payied for my licence not them thanks cya
 
You needed 7 days to get in touch with security team..

well , why there was reversing possiple after 10 days ?




Hello Everyone,

I have been advised by our Security Team that the player is missing a Photo ID/ Passport/ Driving license.
The KYC-process is part of the gaming commission requirements and we do not accept any other proof of identity then the ones mentioned above.
Each time the documents do not meet the necessary standard, the procedure will be delayed.

Our Customer Support helped the player to apply for a provisional driving license. We also offered to pay the cost.

Unfortunately, on the 8/3 the player chose to roll back her winnings and play them all. This being the case we consider this issue to be closed.

Please let us know if we can assist any further.

Kind regards,
Casino Cruise
 
Hello Everyone,

I have been advised by our Security Team that the player is missing a Photo ID/ Passport/ Driving license.
The KYC-process is part of the gaming commission requirements and we do not accept any other proof of identity then the ones mentioned above.
Each time the documents do not meet the necessary standard, the procedure will be delayed.

Our Customer Support helped the player to apply for a provisional driving license. We also offered to pay the cost.

Unfortunately, on the 8/3 the player chose to roll back her winnings and play them all. This being the case we consider this issue to be closed.

Please let us know if we can assist any further.

Kind regards,
Casino Cruise

Not my place to say whether OP was daft or not for reversing withdrawal. But after 2 weeks of trying her best to get a withdrawal sorted then I can understand why she eventually went sod this and just played them back.

But I think its pretty bad that a casino waits 10 days then after the player has reversed and lost posts in the forum to say the reason for delay and as the OP has reversed and lost then you see it as case closed.

Maybe im the only one but I think that attitude kind of stinks. Its like rubbing it into the player.

Also you are trying to make it out like its the gambling commissions fault and you have to accept exactly what they say for KYC.

Frankly that's garbage. They require all customers are verified but they do not say casinos need photographic proof of any player. As has been explained several times in other posts many UK casinos will verify players automatically on sign up electronically and there is no need to ever supply those casinos with any copies of documents.

I just feel that after the OP trying everything to get a withdrawal approved then it is your duty as the casino to have made it as easy as possible for her. And even saying you offered to pay for a provisional that could take several weeks to arrive. Surely you should have at least locked her account rather than leaving the money available for her to spend for weeks. I certainly don't see any real effort in helping her avoid reversing the money and the fact you now come on after she has and say you see the case as closed is pretty poor.
 
Not my place to say whether OP was daft or not for reversing withdrawal. But after 2 weeks of trying her best to get a withdrawal sorted then I can understand why she eventually went sod this and just played them back.

But I think its pretty bad that a casino waits 10 days then after the player has reversed and lost posts in the forum to say the reason for delay and as the OP has reversed and lost then you see it as case closed.

Maybe im the only one but I think that attitude kind of stinks. Its like rubbing it into the player.

Also you are trying to make it out like its the gambling commissions fault and you have to accept exactly what they say for KYC.

Frankly that's garbage. They require all customers are verified but they do not say casinos need photographic proof of any player. As has been explained several times in other posts many UK casinos will verify players automatically on sign up electronically and there is no need to ever supply those casinos with any copies of documents.

I just feel that after the OP trying everything to get a withdrawal approved then it is your duty as the casino to have made it as easy as possible for her. And even saying you offered to pay for a provisional that could take several weeks to arrive. Surely you should have at least locked her account rather than leaving the money available for her to spend for weeks. I certainly don't see any real effort in helping her avoid reversing the money and the fact you now come on after she has and say you see the case as closed is pretty poor.

The only thing I could come up with was that the casino rep definitely could have left out the word "Unfortunately"[on the 8/3 the player chose to roll back her winnings and play them all. This being the case we consider this issue to be closed.], but you Paul gave a very eloquent reply. Well said.:thumbsup:
 
hi

and just to add i first sent all my documents on the 15th till i went threw my winnings on the 8th so give or take 22days i tried 22days of pure hell to be honest but i feel very strongly that this was just not delt with how it could of been. i played and won at sapphire rooms sent them my documents and got my withdraw not a prob not sure if on the accredited list here but surely they must be using same system to verify i dont no any ways only good thing to come out of this is its over.beverly
 
Beverley, you got suckered in. This is what shady (is shady too strong a word? maybe) casinos do. Every stall tactic in the book just hoping the player gets discouraged and careless.

Casinocruise. I hope to hear that if this player verifies themself you give them a big free chip with no wagering. Its the least you can do. Given the stall tactics and ages for a rep to even respond to her issue here...something nice is def warranted.
 
Interesting reading this, especially in this day and age when most records are held digitally and therefore identifying someone should be simple? How hard is it to link address, name and payment details digitally for KYC? And to scan pics or images of paperwork seems daft, especially as my utility bills and bank statements are all held electronically and I have gone 'paperless'.

Just looked at my credit report and so simple to see me checked by other casinos (Gala, William Hill and Nektan) as part of their KYC, therefore confirming my ID, address, etc. Surely the emphasis on the casino for KYC should revolve around them doing these digital searches on credit files which cannot be altered, as opposed to relying on scanned paperwork which surely could be doctored/used fraudulently?

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I feel your frustration, Beverly.
 
and just to add i first sent all my documents on the 15th till i went threw my winnings on the 8th so give or take 22days i tried 22days of pure hell to be honest...

22 days!!! :mad:

Of course, there are working only professional people with experience from 15 years and more. :bubbles:
 

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hi

Beverley, you got suckered in. This is what shady (is shady too strong a word? maybe) casinos do. Every stall tactic in the book just hoping the player gets discouraged and careless.

Casinocruise. I hope to hear that if this player verifies themself you give them a big free chip with no wagering. Its the least you can do. Given the stall tactics and ages for a rep to even respond to her issue here...something nice is def warranted.

As a final blow they just after I played back my wallet they suspended my account lol that to me tells a story. I had a little win last night at a different casino
guess what am verified there strange .
 

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