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Resolved Casino La Vida witholding balance of 1232GBP after 5 weeks of stalling

Discussion in 'Casino Complaints - Bonus Issues' started by slottymcslot, Aug 4, 2014.

    Aug 4, 2014
  1. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi guys

    On June 27th, I signed up to Casino La Vida. On June 28th, I requested a withdrawal of 1232GBP. The same day I asked to supply ID/documents, standard, so I sent my UK driving licence, UK passport and a recent bank statement.

    July 2nd, I was asked to send a 2nd mailed document. The same day, jsut a short while later, they instead asked for notarised documents. I had certified copies of my ID on file of my passport/driving licence, which I sent. For anyone who doesn't know what a certified copy is here is a description on the UK governments website:

    You must register/login in order to see the link.

    A week passed and I heard nothing, so I spoke with someone who said they had an error with their system, and could I send again and they would review my documents within an hour. I duly did so, then was immediately emailed telling me they had a backlog and it would take longer than anticipated.

    Eventually, July 21st, receipt and acceptance was confirmed. However on July 26th, I received a request for another utility bill, with the email quoting the words:

    "We do require a document, that was received via post, at your residence, to prove your address.

    We do apologize for the inconvenience, however, if the casino security team are not happy with a document, a withdrawal will not be paid before an alternative is presented.

    If your are absolutely unable to provide a different document, you will be able to request a bank statement from your bank and have them mail it to you. This should, and normally does, suffice."

    I then sent a statement of a DIFFERENT bank account. So now, Casino La Vida had been sent copies of my passport and driving licence and passport, certified copies of my passport and driving licence, and two different bank statements.

    They THEN asked for ANOTHER document, and said a mobile phone bill would suffice. At great trouble I acquired one, as I am on a iphone contract with O2 and as standard they don't give them out, I had to give up a lot of time to fight tooth and nail to get it.

    THEN, July 30th, I get this:

    "Thank you for your time and efforts with sending in your verification documents. According to the feedback from our Player Security Department, they require the following NOTARIZED copies:

    - Color copies of the front and back of your passport or ID notarized by your local authority before sending them

    We kindly request from you to please scan and e-mail these documents to the following e-mail addresses: This email is not visible to you.

    I can see that this has been a lengthy and frustrating process for you and I would like to resolve it for you right away, however, in order for me to speed up this process I urgently need these documents from you."

    At this point I'd had enough and was about to post on here but I again sent my certified copies to try and sort this (they were originally sent July 2nd), which would be "reviewed in the next 24-48 hours". 4 days later, nothing, so I sent a general email to them detailing the whole process. I also messaged the Casino La Vida rep on here. A few hours later I receive this:

    "Thank you for contacting Casino Support.

    Your feedback is greatly appreciated and i do hope that this mail finds you well.

    Sadly, this account was locked by our Player Security Team due to Irregular playing behavior, which has lead the casino withholding cash-ins and/or confiscating all winnings.

    Please contact us again, should you have any further queries.

    Best Regards"

    LOL. So why lead me on a merry dance for 5 weeks? Why slow me down at every turn and ask for documents that cost money to acquire? Not that I would've accepted their decision if this was their 1st, 2nd, or 3rd email (basically before they asked for documents which cost the consumer) but this is jsut not acceptable.

    Unfortunately for me, I did not know Casino La Vida were under new ownership, ownership I have a chequered past with. Due to the non-transparency of their ownership at the time I signed up I didn't know they were Fortune Lounge/Digimedia. If I did, I wouldn't have signed up to another casino of theirs. I only knew once they emailed me asking for documents. Here is my issue with them in the past:

    http://www.casinomeister.com/forums/showthread.php?t=59961

    This is why I'm posting here and not PAB'ing. They're jsut not going to pay with a PAB process. I messaged the rep hoping to get a resolution, but it's clear they flagged me of an AP of some type. But they led me in circles for 5 weeks, wasted my time, attempted to waste my money (they didn't like when I sent certified docs (which you can get done free of charge from a policeman for example) instead of notarised) - when I supplied every possible document they could ask for, they hit me with the usual spirit of the bonus stuff.

    I am not going to waste Max' time chasing up another PAB for me with the same group - he helped me greatly in the past and I don't want to abuse that. I didn't know Digimedia owned Casino La Vida, if I did, I wouldn't have signed up, just as I haven't freshly signed up to any of their casinos this year (I did give them the benefit of the doubt on my earlier issue with them and played a bit more). I have now compiled a full lsit of 30+ casinos owned by this group and will be 100% sure I don't signup to any of them again.

    You want to hit me with a catch all anti-AP or whatever rule? Fine, do it right away. I'll still fight you with your licencing body, and report to the ASA/Trading standards/UKGC, but I wouldn't be posting here detailing a very unfair timeline of treatment. Clearly, they are purposefully taking a hard line with me and seemed to have done so since I requested a withdrawal, with their constant rebuttals. What I will not have is my time, and potentially my money wasted. At least not without telling people about it. If they want to come on here and start posting details of my game history, go ahead. I played slots in a way that they have been very public about "disliking" - but this is what you get when you don't have clear Ts and Cs. That's why I don't play slots there anymore. Sadly, their ownership was not clear and thus, how was I supposed to know? Many companies such as BGO are happy to take my business the way I play slots, with clearly defined max/min bets. Anyway, I'm rambling, The main crux/gripe of this for me is they asked for NOTARISED documents when they had no intention of paying me anyway (it seems). That is jsut not on.

    If they're trying to make an example out of me, they went the wrong way about it.

    C'est La Vie, Casino La Vida.

    slottymcslot

    PS I appreciate I will not have sympathy in some quarters, and perhaps even flamed. nonetheless, I still feel extremely aggreived at this.
     
  2. Aug 4, 2014
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    You should PAB.

    They are not "officially" the same group at all, and a PAB would be very helpful in establishing the true nature of any interconnections they may have.

    The excuse about "Irregular play" is total bullshit on their part, else this would have been their FIRST excuse for non payment, not their last ditch defence once you had jumped through that impressive array of hoops.

    There is some other reason for non payment that they are not prepared to give out, so a PAB is what it is going to take to get to the bottom of it. There is no way it would have needed all these documents to establish that you were the player involved in the previous case, and at a time before Palace Group and La Vida changed ownership (with the change at palace group at least not having been formally confirmed).

    Digimedia are also about to pull out of the UK, so there is no incentive for them to keep their UK players happy, and no long term prospect of them being able to win back any monies they have paid out to a UK player either.

    Betway seem to have split away from Palace Group to become independently operated again. They WILL be getting a UK license, and Digimedia are set to pass their UK player base over to them.

    When it comes to UK players deciding where to play next, getting to grips with these changes is going to be very helpful.
     
    2 people like this.
  4. Aug 4, 2014
  5. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi Vinyl

    Thanks for your response. I think I have as well as I possibly could have detailed, given reasons why they are being "difficult" with me. I've probably already broken the rule for being able to PAB on this matter, and my opinion is the casino would give the hand to the face treatment on this anyway. If I am in fact wrong, it's cost me over a grand. If they're pulling out of the UK market, just.. ugh.
     
  6. Aug 4, 2014
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    The earlier case was them enforcing a 6x max withdrawal term, not about doubts as to your identity or claims of irregular play. The case also highlighted that Palace Group were not prepared to do what it takes to remain accredited by supplying an active rep who could deal with player issues.

    La Vida is a different casino, currently accredited and with a rep. If they too are no longer prepared to deal with PABs or other player issues through being part of Palace group in some way, we need to know, and a PAB is how this can be discovered.

    You have proved your ID to them, they have not claimed that you have broken any specific terms, therefore under the standards of accreditation they should pay you, even if they then decide to boot you. If they decide not to cooperate any longer, they may as well join palace group in the "reservation".

    Max will be the ultimate judge as to whether you have broken the rules for being able to PAB, you should have asked him earlier rather than assuming that a PAB would be out of the question. You would have had a better chance with a PAB before posting the details of the case than now. There is also eCogra. You could complain about the ridiculous documentation requests and why you had to go through all this before they noticed any signs of this "irregular play" that would have voided the winnings regardless of any issues with the documentation.
     
    3 people like this.
  8. Aug 4, 2014
  9. suzecat

    suzecat Dormant account CAG MM webmeister

    Occupation:
    Retired
    Location:
    California

    This whole thing feels more like a casino trying to "encourage" the OP to reverse and lose.
     
    2 people like this.
  10. Aug 4, 2014
  11. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Judging by the old Ruby Fortune issue (where you were eventually paid) do you think this delaying is out of spite, or a result of another issue? It seems very unfortunate that you keep getting asked for notarized ID, which is unusual for UK players. You can still PAB, all you've done is detail your issue and as long as there is no further factual comment other than banal posts keeping us up to date I can't see a problem.
    IF these 2 casinos are related closer than we are aware of, then maybe they can use the notarized ID you already sent if you haven't moved or changed any details.
     
  12. Aug 4, 2014
  13. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I think its far more than that now they have just confiscated the win after all the requests complied with.
     
  14. Aug 4, 2014
  15. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think you should PAB. These issues are not a misuse of Maxd's time, you may bring as many PABs against accredited casinos as you need to.

    First, you must contact the rep for Casino LaVida here, and see if he can resolve this issue for you. Give him a reasonable amount of time, at least a week I suggest.

    If that doesn't get your payment re-instated and paid, then PAB. Don't post further about your issue except perhaps to say you have made a PAB.
     
  16. Aug 4, 2014
  17. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    So you're saying that the RedFlush group (La Vida) has been acquired by Fortune Lounge? Can we have a source here please?

    La Vida always finds a way to be some kind of PITA but they always end up paying. They aren't rogue or dishonest (they are even accredited here) but they are old school, which means that they aren't part of the "fast, smooth and easy" new kind of casino.

    Rep's name is Redflush Host
     
  18. Aug 4, 2014
  19. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    Yeah I have never seen or heard of Red Flush not paying or doing anything at all that anyone could consider bad. I always considered them safe to play at. For this reason I am going to give them the benefit of the doubt here and would love to hear their reasoning.
     
  20. Aug 5, 2014
  21. suzecat

    suzecat Dormant account CAG MM webmeister

    Occupation:
    Retired
    Location:
    California

    That sucks!!! If it were me, I would PAB.
     
    1 person likes this.
  22. Aug 5, 2014
  23. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town
    This is one of a few threads around here. RED FLUSH & FORTUNE LOUNGE
     
    4 people like this.
  24. Aug 5, 2014
  25. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi guys

    I will respond to your posts later (thanks in advance for them) - I'm really not sure what to do. I did however receive this email today from First Web casino:

    Dear x,

    Thank you for sending us your Casino Authorization Documents for your First Web account, xxx.

    This is just a short letter confirming that all documents have been received and approved. Please contact us if you have any questions.

    That's interesting since I never sent any documents to First Web. Until I saw this at the bottom of the email:

    Digimedia Ltd, of Villa Seminia 8, Sir Temi Zammit Avenue, Malta, is authorized and licensed by the Lotteries and Gaming Authority of Malta. License numbers LGA/CL1/542/2008 and LGA/CL3/542/2008 were both issued on 16 June 2010

    So a casino I absolutely know 100% weren't Digimedia when I signed up back in 2013, are now sending me emails confirming receipt of documents when I didn't send them. Casino La Vida wouldn't accept mine for 5 weeks despite a barrage of documents and interaction. Just what is going on?
     
    1 person likes this.
  26. Aug 5, 2014
  27. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    Hi again Slotty! The thing is that many MG casino groups have lately joined the Digimedia group and are using their license together. They do not tell us which ones who share support etc. but they have nowadays much closer connections than they had when you signed up.

    To your issue, I suggest you ask both the You must register/login in order to see the link. and First Web rep about this!

    It seems like they actually approved your docs at LaVida and answered from the First Web support. :D

    Good luck! :)
     
    1 person likes this.
  28. Aug 5, 2014
  29. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    Just did a quick Google search and....

    I don't know if I'm allowed to post this (if not please remove) considering that it's from the infamous AussiDave but that's a heck of an interesting read:

    You must register/login in order to see the link.
     
  30. Aug 5, 2014
  31. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi guys

    I THOUGHT I had contacted the rep already, I contacted Wayne:

    http://www.casinomeister.com/forums/member.php?u=20172

    Yet you guys linked me to "Rithen", here:

    http://www.casinomeister.com/forums/member.php?u=13703

    Should I contact Rithen too? Wayne has not been online since July 24th, so he hasn't seen my message yet. I originally thought he had seen my message, as a few hours later my account was locked etc., and that he wouldn't be helping me, hence why I started this thread. That seems like a coincidence in retrospect and didn't correlate.

    I am very grateful for your responses. I will give the rep(s) a chance to respond to me. I jumped the gun a little bit in posting this public thread so I'd better not say anything more on the subject for now.

    SMcS
     
  32. Aug 5, 2014
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Both are equally valid contacts.

    If Wayne has gone AWOL as a result of the changes, it seems no one bothered to tell Bryan so that the information provided to members could be updated. I am pretty sure Rithen is still around as part of the CS team. This of course assumes that the changes will not result in job losses amongst the CS teams with all CS being handled by the main Fortune Lounge team.
     
  34. Aug 5, 2014
  35. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi Vinyl

    Thanks for your response, I guess it was a dumb question, of course I should message Rithen. I will do so now.
     
  36. Aug 5, 2014
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Unfortunately, he has an axe to grind, a very big one, and he was banned from here for not being balanced and impartial. He seems to have a double agenda, one of which is trashing this site, even if the other is exposing rogue dealings in the industry.

    His info on eCogra is outdated, and much of what he regards as negative about eCogra changed for the better when there was a management buyout that removed their dependency on big companies like Microgaming and Cassava.

    He is right about the secretive nature of the consolidation into Digimedia, and the fact that some players have been mislead, even suffered, as a result of believing the lie that the individual parts were completely independent.

    It's still not clear how Palace group are involved, even if they are, but the word is that when Digimedia pulls out of the UK later this month, the UK players will be passed/sold to Betway, which was part of the Palace Group until recently. This does suggest some kind of business connection between Digimedia and Betway (Palace Group?), although it could be one of those one off deals like we saw between some Microgaming casinos and Jackpot Capital when Microgaming pulled out of the US.
     
  38. Aug 5, 2014
  39. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall

    Roxy Palace is now boasting it's 'UK Licensed' but in their words 'licensed for UK players' on their site. Mmmm..
     

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