Casino extreme insist on documents I don't have

[christina]

I have been trying to get my winnings from them for a year and a half

According to my records the deposit of 200 was never returned too.

The total cashout was of $625

I sent them a German ID which contain my address and also a recent utility bill.


They emailed me back telling me my documents are not approved because they want a utiliity bill in English.

I replied that this is Germany here and there is no company that would supply a utility bill in English and they insist on not paying me.

I contacted Bryan at that time and he tried to help, he gave me a company that might give a utility bill in English but this is a provate company and I don't use their service.

They were firm with the casinomeister too of not paying me.

I thought maybe the redemption will come from Monatana, well I was wrong.

They copied the email of the casino and sent it as a final decision from their part.

I feel that the ones who responsible to pay are not paying, not the casino and RTG does not care.

I keep emailing them, telling them I don't want to run to the forum but they wouldn't even reply.

Shame on them , even the deposit I had not got an opportunity to see and I used NETeller and also I never chargebacked and won't do it.

I want to get my money from them the right way.

Dear xxx,
We have been notified by other players with this same issue that you can contact a utility company and request a copy of a bill in English. Once you have submitted this information to the operator they will review your account and process your withdrawal if everything is correct. Please let us know if you have any questions. Thank you.

The Player Dispute Team

I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

 

[Westland Bowl]

If an online caisno is going to accept deposits from many countries besides English-speaking ones, they are going to have to accept that driver's licences, utility bills, etc are not going to be in English. If the non-English speaking player deposited via Neteller or some other one like it, then they should accept that Neteller/others have done their homework to verify the identity of the player. How do they currently verify Asian players with Asian-language documents?

 

[suzecat]

Christina this just sucks! I can't think of any way around it other than for you to have a copy of a utility bill translated by a certified translator (and they won't do it for free). With $626 on the line, I would check into the cost of a certified translation if it were me. I have had to do this in my former line of work and I seem to recall that it ran about $25/page (but that was ten years ago). Best of luck to you.

 

[Let_It_Ride]

I
I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

Hi Christina

as Suzecat said this really does suck, the whole point of providing a utility bill is so that they can check your home address, which will not change when translated anyway, otherwise imagine your poor postman he'd have to speak every language going.

I've just emailed this casino and asked them if I open an account etc. what documents will they need from me, and have told them up front they'll be in french as I now live in france. I'll let you know what they come back with.

Let IT Ride....

 

[spearmaster]

Geez...

I have to agree - that is an absolutely silly rule - but you have to understand that they also need to be able to accurately verify your identity and address - which you managed to register in English

I know, more money out of your pocket to get a notarized translation but if it solves the problem it might be worth it...

 

[Let_It_Ride]

Geez...

I have to agree - that is an absolutely silly rule - but you have to understand that they also need to be able to accurately verify your identity and address - which you managed to register in English

I know, more money out of your pocket to get a notarized translation but if it solves the problem it might be worth it...

but even under translation the name and address will not change as well as the name of the utility company, not from german to english anyway, I could understand if it was for example the russian alphabet.

anyways the casino replied to my email and said I would need to provide transalted and stamped docs, silly rule but at least they were consistent and up front.

So agree with spearmaster looks like you'll need to get the docs as they want them. But may be worth a phone call to them first to ask if they'll take maybe a document from your local town hall with their offical stamp.

A useful post as it highlights yet another thing to add to our check lists when choosing an online casino.

Hope it works out okay.

Let It Ride.

 

[GrandMaster]

Would it be too much trouble for the casino to use something like babelfish to translate anything they don't understand? In any case, things like name, address or date of birth are not exactly difficult to make out in German or French or any other major European language even if you don't speak the language. This is a clear case of the casino messing with the player in order to delay or deny payment.

 

[schankwart]

This is obviously a supposed "run-around" for Christina or awful inability by Casino Extreme.
As mentioned above they are accepting customers from all over and then should be able and willing to deal with such problems themselves. If they wanted to, it would not be any problem for them to clear this document for her payment. I have already sent docs in my countrylanguage to endless Casinos where there have always been CSRs who had no idea about what was written on there.

This problem I have never heard of before.

 

[Sodax77]

I have been trying to get my winnings from them for a year and a half

According to my records the deposit of 200 was never returned too.

The total cashout was of $625

I sent them a German ID which contain my address and also a recent utility bill.


They emailed me back telling me my documents are not approved because they want a utiliity bill in English.

I replied that this is Germany here and there is no company that would supply a utility bill in English and they insist on not paying me.

I contacted Bryan at that time and he tried to help, he gave me a company that might give a utility bill in English but this is a provate company and I don't use their service.

They were firm with the casinomeister too of not paying me.

I thought maybe the redemption will come from Monatana, well I was wrong.

They copied the email of the casino and sent it as a final decision from their part.

I feel that the ones who responsible to pay are not paying, not the casino and RTG does not care.

I keep emailing them, telling them I don't want to run to the forum but they wouldn't even reply.

Shame on them , even the deposit I had not got an opportunity to see and I used NETeller and also I never chargebacked and won't do it.

I want to get my money from them the right way.

Dear xxx,
We have been notified by other players with this same issue that you can contact a utility company and request a copy of a bill in English. Once you have submitted this information to the operator they will review your account and process your withdrawal if everything is correct. Please let us know if you have any questions. Thank you.

The Player Dispute Team

I really tried and never succeed, they told me to take a bill and notarize the translation

The problem is that I have to pay for it and also the casino never replied to my offer to do it for them.

Anyway they don't pay.

They have Customer Services Manager here.
https://www.casinomeister.com/forums/members/

Or did you contact him already?

 

[spearmaster]

Would it be too much trouble for the casino to use something like babelfish to translate anything they don't understand?

Have you ever tried Babelfish? You wouldn't believe how bad it butchers some translations... sometimes it's actually easier to try and read the foreign language and catch the words you DO know

In any case, things like name, address or date of birth are not exactly difficult to make out in German or French or any other major European language even if you don't speak the language. This is a clear case of the casino messing with the player in order to delay or deny payment.

I think the excuse is pretty flimsy myself.

 

[AceMan76]

IMHO, requirements like this exist for a simple reason: to deny or delay cash outs.

 

[BosjeR]

The problem with this is that there should not even be a need for an utility bill. Countries like Belgium, Italy etc have a identity card to confirm the address, it's silly to ask for something like an utility bill besides that.

 

[TheBloke]

The problem with this is that there should not even be a need for an utility bill. Countries like Belgium, Italy etc have a identity card to confirm the address, it's silly to ask for something like an utility bill besides that.

Most casinos do say "Please provide a photo ID that confirms your current address .. if your ID does not show your address, please supply a utility bill"

So if you have an ID card or driving license that shows your address, that's all you need to send.

 

[The Dude]

Actually, from the original PAB (dated Feb 2005), the total amount was:

Rubydragon 450$
casinoheat 980$
casinoextreme 625$

Now the casino came back stating that this player was suspected of being a member of a fraud ring (a small group of players that open numerous accounts to collect bonuses), and that they (the casino) requested a utility bill in English. I thought that this was a bit extreme (ha ha), but I checked on this myself and Eon, the largest German power company, offers English translations for free. I told the player to check into this and get back with me.

Now over a year later, she gets back with me.

My question on this: why didn't this player have her utility bill translated? The casino told me that they would gladly pay her if she provided this. The player might be inconvenienced out of maybe 30-50 Euros to do this, but for $2055, this would seem like a good investment.

And if she was a legitimate player, I'm sure the casino would have comped her for jumping through the additional hoop.

Another question: why has the player waited over a year to follow up on this?

Third question: what information could the casino need from a translated text? Surely this casino has a native German speaker or two that could verify the information.

So let's make a deal to finish this off: to the player - how about sending me the document that the casino has requested I'll have it translated by a native speaker, and then hand it over to Casino Extreme?

Casino Extreme: would you accept the translation from me?

 

[The Dude]

...So if you have an ID card or driving license that shows your address, that's all you need to send.

German Driver's Licenses don't display addresses. They show name, DOB, place of birth, date of issue, and the county it was issued from.

 

[largeeyes]

German Driver's Licenses don't display addresses. They show name, DOB, place of birth, date of issue, and the county it was issued from.

Tell us more unbelivable stories of this magical land "Germany" you speak of.

 

[The Dude]

Tell us more unbelivable stories of this magical land "Germany" you speak of.

You have to pay Church tax.

They show boobs on soap commercials.

When you turn on the water faucet - out comes Bier.

Anyway they don't pay.

Ho hum <yawn> looks like we have another "one post wonder". Two days have passed and christina hasn't bothered to check up on this complaint since she submitted this.

Are we going to wait another year to try to have this resolved, or should we just forget this post ever happened?

 

[christina]

The amount is only $625 which contain $200 deposit in it and not the over 2000 becayse Rubyfortune and casino Heat paid me right after they had been clised.

The reason I dropped my attention from the case is the fact that if I remember well they were at your non recommended list at that time and I read your last email telling me they are firm with their demands.

I tried to contact the casino asking them to traslate it and tried to get any kind of resolution but they ignored my email.

I sent the utility bill to the pitch a bitch email and I hope they accept it this time.

 

[schankwart]

I sent the utility bill to the pitch a bitch email and I hope they accept it this time.

I hope you did not send the utility bill to Bryan?

Though your complaint is a "good one" you need to make sure to keep the issue you post about updated.
It is in your as well as the other forum members best interest to at least check the thread daily while it's new, so the matter can progress.

 

[A23456789TJQK]

i hope you have photoshop
just put in whatever they want in the documents manually

 

[Annorax]

i hope you have photoshop
just put in whatever they want in the documents manually

Actually, if she did this, I'd bet good money that they'd NEVER pay her.

 

[A23456789TJQK]

Actually, if she did this, I'd bet good money that they'd NEVER pay her.

that's if they have the brain to find out
my suggestion is the only way out of this
I am not suggesting him to produce, to forge something he doesn't have (a real address, a real id etc)
write up whatever they want in english and send it in and that's the end of all problems.

 

[Andreas]

casino extreme has a long history of NOT paying bigger winnings...

small winnings/cashouts are processed immidiatly via NETeller, but as soon your winnings/cashouts are getting bigger they will be very crative to come up with reasons not to pay you...

Like all cons, they'll pay a small amount at first, but when you win something big, all of a sudden, there will be problems.....
Eighther you didn't meet wager requirements or got duplicate accounts with their sister casinos. This document thing with Christina is also bull, she send her german id... Because you got your address on it, it should be enough... I play in several casinos and had no problems to cash out at all with only faxing a copy of my german ID!!!

++++++++++++++++
Don't ever fizzle around with photoshop and changing documents, bills and whatever yourself, that will backfire on you!

Here my little suggestion:
Christina, I don't know where you live in Germany, but maybe you got a US or UK Embassy/Consulat close to you..

You do not have permission to view link Log in or register now.

Link Removed (Old/Invalid)
Just go there with your ID let them confirm your identity and adress..
They will do this for you in engl. writing with the embassy letterhead and official seal! There should be no fees for it...
But don't tell them that you need this for an online casino, come up with some other reason like you need this for an american notary/lawyer because of an property issue or whatever... Maybe this way you will get lucky with casino extreme. Thats the most offial confirmation of your Identity you can get!
This document will be anyway pretty useful for you in dealing with other casinos in the future.... I wish you lots of luck!

Stay far away from Casino Extreme, as a player, and an affiliate!
If not you will have an extreme bad experience in collecting your winnings..
There are far better and trustworthy Casinos out there....

Good Luck!

 

[Sodax77]

casino extreme has a long history of NOT paying bigger winnings...

Really. Is there any legit complaint after march 2005?

I know that their Group made some changes on March 2005,
when they closed Ruby Dragon and Casino Heat.

With following notice (Ruby/Heat):

Notice to Customers of Casino Heat and Ruby Dragon
Please note that as of Wednesday, March 16, 2005,
Casino Heat and Ruby Dragon Casino have been closed.

As stated in the casino lobbies, players with active balances
in each of these operations will be contacted and paid within
the next 14 days.

We apologize for the inconvenience this may cause
but this closure was necessary. We ask your patience while
the casino is transitioned to the authority that handles casino
liquidations.

 

[Andreas]

The runarround they give christina shows that some things never change..

Lots of webmasters stopped promoting casino extrame due to not receiving affiliate payments.....

Casino Extreme is blacklisted on many german casino boards like "casinal" because of permanent payout issues...
But also they are still blacklisted on other english language gambling sites under the following:
-RTG Sites that have refused to pay big winners, share databases, locked out Danes but did not refund deposits of losers..
-there are reports that this casino takes a long time to payout and will sometimes create reasons to refuse payouts...

You are pointing back to march 2005, here for you an email sent to affiliates in may 2005...

To: Andreas
Sent: Tuesday, May 10, 2005 12:54 AM
Subject: Relaunch - Casino Extreme Affiliate Program


Dear Andreas,

I'm in the process of personally contacting all our affiliates to notify them of a few affiliate based changes at Casino Extreme. As of May, 2005 Casino Extreme's Affiliate Program has become more personalized. We've launched www.CasinoExtreme.biz as a new website to promote our casino to existing and prospective affiliates and webmasters.

You may or not be aware that Casino Extreme now offers instant payments to all players who deposit and play via Neteller with no paperwork or faxback forms to complete for any payment method with the exception of players playing via Credit Card.

........................ cut out - not relevant .....................

Yours faithfully,
Martin Carrera
VIP & Marketing - Casino Extreme
affiliates@casinoextreme.biz
martin@royalcasinogroup.com

OK, this is from their affiliate website:

Peace of Mind
All visitors which are referred to our site from your website benefit from industry firsts which include no-nonsense instant withdrawal processing with NO FAXBACKS or questionaires or any other paperwork to be done if the player has deposited via Neteller! If you have your reservations about this fact then we challenge you or anyone to deposit and play at Casino Extreme and then request an instant withdrawal via Neteller!

It soundet to me that christina was using Neteller, maybe i got this wrong... anyway, thats basically wrong what they do!

Even there are maybe less complaints in the last year than the years before...

I stopped promoting them a long time ago and issues like the one of christina what are going on for a long time show that this decision was right...

Its up to the player to play in Casino Extreme or not... I only can state my opinion... I would not play there...