- Joined
- Nov 26, 2013
- 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:
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: credit@casinosupport.eu
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:
https://www.casinomeister.com/forum...ating-over-4000gbp-in-winnings.59961/?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.
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 do not have permission to view link
Log in or register now.
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: credit@casinosupport.eu
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:
https://www.casinomeister.com/forum...ating-over-4000gbp-in-winnings.59961/?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.
