Baptism by Fire - success Casino Cruise - they want to come on board!

[daenyboi]

Little add in here, first withdrawal was fast now my second one when i am also verified is at right now 35 hours and counting.

 

[LloydApter]

I've now received a mail to say my resubmitted documents have been passed to their security dept for verification which "should not take longer than 48 hours"

I can't understand why it could take up to another 48 hours when the previous documents were checked and rejected fairly quickly without being sent to the security dept!

We could be looking at well over 5 days before my withdrawal can be processed even if the documents this time are deemed to be ok!!

Chris

Hi Chris,

As you explained to me by PM you had issues with your documents and our support and processing teams have policies - so for instance if a utility bill needs to be not more than 3 months old then say a 3 2/3 months utility bill is too old. The other point is our support may become concerned if a player has difficulty providing more recent utility bills. We are protecting both the player and casino by ensuring we are paying the correct person and this needs to be done properly according to protocol. That's regarding the approval process. Regarding processing - the maximum processing time is 48 hours as there is work to do here as well and this is an estimated maximum time, as it can take less.

edit: support just updated me:
The player sent us a new utility bill from January last night.
The issue now is that the CC that was sent by him was not the one he deposited with.
After speaking with processing they verified his account (but he still needs to send us the correct CC).


Thanks,
Lloyd

 

[chris87]

Hi Chris,

As you explained to me by PM you had issues with your documents and our support and processing teams have policies - so for instance if a utility bill needs to be not more than 3 months old then say a 3 2/3 months utility bill is too old. The other point is our support may become concerned if a player has difficulty providing more recent utility bills. We are protecting both the player and casino by ensuring we are paying the correct person and this needs to be done properly according to protocol. That's regarding the approval process. Regarding processing - the maximum processing time is 48 hours as there is work to do here as well and this is an estimated maximum time, as it can take less.

edit: support just updated me:
The player sent us a new utility bill from January last night.
The issue now is that the CC that was sent by him was not the one he deposited with.
After speaking with processing they verified his account (but he still needs to send us the correct CC).


Thanks,
Lloyd

Thanks Lloyd,

That's not strictly correct. The card I'm being asked for now is the one I first used to deposit on 26/02. My last 2 deposits on 01/03 and 02/03 were made with the card I've already sent and which I've tried to withdraw to and appears to have been verified.
In my experience withdrawals are usually processed against the card last used unless the withdrawal is greater than the amount deposited from that card. In this case I deposited £160.00 from the verified card and am trying to withdraw £38.00 back to it.

Naturally I assumed that this was the card required, especially as CS didn't tell me the other one was required until today!

I have now sent the other card, so you now have 2 utility bills (agreed one is 4 months old tomorrow), my driving license (front & back) with address on, and 2 credit cards (front and back)

I'm sorry, but surely by now you have all that's required? I believe you're trying to be helpful, but I certainly have never experienced this with any other casino in 6 years of on line gaming!

Chris

 

[kirknurmi]

Chris

Unnecessary stress Chris, I made a deposit last week at another established casino. I sent my documents, I got approved within less than an hour, I got my money three days later. Every casino is different, I guess this casino is not ready to properly handle withdrawals.

Eventually you will get paid, but the unnecessary stress. Is it worth it?


D

 

[chris87]

Unnecessary stress Chris, I made a deposit last week at another established casino. I sent my documents, I got approved within less than an hour, I got my money three days later. Every casino is different, I guess this casino is not ready to properly handle withdrawals.

Eventually you will get paid, but the unnecessary stress. Is it worth it?


D

You're right in that every casino is different re the verification process. Some want docs and you get verified straightaway or in a couple of hours, some don't even require docs at all (usually the UK ones for UK players I guess) but you don't know until you try, which is what the BBF process is all about.

I wouldn't say I'm stressed about it, more that it's a hassle. The surprising thing for me is that I was told my docs were too small which I've never had before and then been asked for another credit card which I wasn't using to withdraw against.

I know what you're saying, there's plenty of others to go for. I do like the casino, good graphics, even though I've lost a bit and Lloyd is trying to help, but this is a "right faff" as some of us would say in the UK!

Chris

 

[daenyboi]

I understand being a new casino and all, but whats important is customer care in the early beginning, as if i was paid after 5 hours or less rather then 35-48 hours my brain thinks, oh this casino cares about the customers and i will deposit here again, and that way the casino make money in the long run.


And as a withdraw is pending i never do rollbacks unless its for withdrawing more money, and i take my business elsewhere which is the case now, im waiting for a withdraw so i play somewhere elsel osing my money at another casino..

 

[kirknurmi]

I won't play here again

Too much stress.

Soon they may adopt a 90 day verification like some others. No thanks!

D

 

[mrjolio]

Well in order to be fair towards cruise, I did just received my withdrawal today.
I hope to make another one soon to see how quick my 2nd one will be, now that they won't be any verification proccess.

 

[LloydApter]

Too much stress.

Soon they may adopt a 90 day verification like some others. No thanks!

D

I appreciate your feedback. The time it takes to verify and process payments is done in the absolute shortest time possible. We need to be sure we are paying the actual player, ensure there are no breaches of terms and processing itself takes time. We do everything as fast as possible and will continue to do everything even faster. We appreciate constructive feedback because it helps us to deliver a better experience, which is out goal.

You wrote originally that you had a query about the charge to your visa card and I PMed you and offered to look into it - you refused so I'm not sure what your angle is now. If you have issues, please communicate with us and we will be happy to check into and if necessary fix any error.

An online casino is no different from a land based casino - we strive to give the best gambling value and entertainment possible together with the best and friendliest customer service.

Again, you have my PM if you want me check anything I will gladly do so.

Have a great evening.

 

[kirknurmi]

Chris

A piece of advice from a lady who has been around... Let it be.

 

[QueenBee]

Me happy

Signed up 2 days ago with minimum deposit and had a great run. Made withdrawal and sent documents yesterday, money in account about 6 hrs later

 

[chris87]

Me happy too!

Received a note from CS to say my documents have been approved and my withdrawal processed.

Thanks for sorting it out Lloyd

Chris

 

[Jory]

I'm trying to make my first deposit, but deposit step two loads a blank page.

Not a good start. No matter which method I select, they all load a blank page. If I'm experiencing technical issues just trying to give you my money, it doesn't set a good tone.

I'll try again later.

 

[Tirilej]

I'm trying to make my first deposit, but deposit step two loads a blank page.

Not a good start. No matter which method I select, they all load a blank page. If I'm experiencing technical issues just trying to give you my money, it doesn't set a good tone.

I'll try again later.

Could it be the same here? It seems like it affect several places.
https://www.casinomeister.com/forums/threads/betat-is-having-card-issues.66250/?t=66250

 

[LloydApter]

I'm trying to make my first deposit, but deposit step two loads a blank page.

Not a good start. No matter which method I select, they all load a blank page. If I'm experiencing technical issues just trying to give you my money, it doesn't set a good tone.

I'll try again later.

Thanks for the post Jory.

Please can you try now and let us know how it goes.

 

[Jory]

It appears to be working fine now. I'm from the UK but I selected USD currency when creating my account. I'm assuming this is okay but the bonus is showing GBP.

I deposited my Ukash to neteller earlier when the cashier was down, now the voucher has been blocked until I verify my purchase. I am never using UKash again.

 

[LloydApter]

It appears to be working fine now. I'm from the UK but I selected USD currency when creating my account. I'm assuming this is okay but the bonus is showing GBP.

You can chose any currency you like. The bonus message is is geo-targeted.

Please keep us posted. Good luck!

 

[Jory]

You can chose any currency you like. The bonus message is is geo-targeted.

Please keep us posted. Good luck!

I'm still waiting to play but Ukash have blocked my deposit. Sent all the documents they asked for but still they are saying it will take up to 24 hours to process. 24 hours to process a deposit? they clearly don't understand my lack of patience.

Definitely the last time I use ukash.

 

[kirknurmi]

Not UKASH fault Jory

I read somewhere that certain casinos have been put on some sort of probation.
UKASH has probably had issues with this particular casino and has red flagged all payments.
UKASH has a good reputation but I have yet to use them since my visa allows online gaming.
Probation for a casino is usually a warning to be careful.
Having your ticket blocked is scary.

D

 

[Tirilej]

I read somewhere that certain casinos have been put on some sort of probation.
UKASH has probably had issues with this particular casino and has red flagged all payments.
UKASH has a good reputation but I have yet to use them since my visa allows online gaming.
Probation for a casino is usually a warning to be careful.
Having your ticket blocked is scary.

D

You really dislike this casino don't you?
This was post nr 5 in this thread that was really negative.

Why? What have they done so you don't think they deserve a chance here?

 

[kirknurmi]

Not at all

Nothing against this place. I love cruises.
The signs are negative. It's in my blood to scrutinize everything.

I am a legal assistant specializing in research for An Mna. I see things a little bit different than others.

The signs are there for this particular casino. Proceed with caution.

I won't say anything else.

D

 

[Tirilej]

Nothing against this place. I love cruises.
The signs are negative. It's in my blood to scrutinize everything.

I am a legal assistant specializing in research for An Mna. I see things a little bit different than others.

The signs are there for this particular casino. Proceed with caution.

I won't say anything else.

D

No please don't do that.
You played there one time, lost and didn't trust them, and suddenly nothing they do are good.

They started october last year and they have so far done well and want to get accredited here.
I think they deserve the same chance as every other casino here.

There is no sign. That's BS.

 

[Jory]

I read somewhere that certain casinos have been put on some sort of probation.
UKASH has probably had issues with this particular casino and has red flagged all payments.
UKASH has a good reputation but I have yet to use them since my visa allows online gaming.
Probation for a casino is usually a warning to be careful.
Having your ticket blocked is scary.

D

I think the issue is regarding the law in the UK.

Anyone can walk into a shop and purchase a UKASH voucher with cash. To keep things legal they, on occasions, run security checks and have to verify your identity.

It doesn't really make a difference which casino you choose to play at. My only problem is the delay. When you deposit to a casino, that money is gone and you want to play. Waiting up to 24 hours to have it confirmed is rediculous.

Will give them a phone in an hour or so. It probably won't make a difference.

 

[Valhalla]

Never mind

 

[kirknurmi]

Lol

Vip. Wow