casino cruise not willing to verify me pl advice me/

[beverly1]

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.

 

[paul7388]

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]

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.

 

[philderby]

Im sure there will be someone on here to give sound advice.

Casino cruise sound like a terrible casino to play at eerrrgh

 

[vinylweatherman]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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.

 

[lockinlove]

keep us updated

good luck

 

[The Dude]

I've given the casino rep a heads up about this thread, and he should be able to look into this soon.

 

[beverly1]

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]

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]

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]

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]

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]

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
[email protected]
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]

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

 

[The Dude]

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

 

[FavoPlayer]

Looks like Casino Cruise not acting like Accredited Casino.

 

[Mousey]

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.

 

[The Dude]

Looks like Casino Cruise not acting like Accredited Casino.

Easy to say when you hear only one side of the story.

 

[FavoPlayer]

Easy to say when you hear only one side of the story.

I mean this thread: https://www.casinomeister.com/forums/threads/casino-cruise-bonus-terms.71832/?t=71832
Created on 16th February 2016 and still no reply from Rep, even his last visit on CM was on 26th February 2016.

 

[beverly1]

hi

i have done as advised and i will not post about it again regards beverly

 

[beverly1]

hello.

Hello.
if its OK for me to ask if the pab form i filled in was OK?

 

[vinylweatherman]

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.

 

[beverly1]

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.

 

[LloydApter]

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.

 

[CasinoCruiseRep]

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

 

[vinylweatherman]

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.

 

[beverly1]

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.

 

[dionysus]

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.

 

[Jono777]

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!

 

[beverly1]

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

 

[miksaxxx]

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

 

[FavoPlayer]

Well, another sing for me to add Casino Cruise as not recommended casino.

 

[paul7388]

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.

 

[Mouche12]

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.

 

[beverly1]

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

 

[lockinlove]

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.

 

[RichyJ75]

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?



I feel your frustration, Beverly.

 

[FavoPlayer]

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!!!

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

 

[beverly1]

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 .