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

slottymcslot

Experienced Member
PABaccred2
Joined
Nov 26, 2013
Location
UK
Max has told me I can PAB, which I will do today (and abide by the rules after this post, thanks Max). In the meantime I would just like to say that I strongly advise the casino that mistakenly accusing someone of fraud (without giving a chance to prove otherwise and let's face it, passport, driving licence, 2 bank statements and a phone bill should suffice) and then putting them on an industry wide blacklist is probably not the wisest practice. I now have to cease all my online gaming (which is all 100% legitimate - I also play poker, and this creates a big problem if I'm on some mysterious blacklist) as I'm not even sure what I have been added to, but it doesn't sound good and is maybe something that a gaming company could refer to to not pay me legitimate winnings (+deposits)
 
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slottymcslot

Experienced Member
PABaccred2
Joined
Nov 26, 2013
Location
UK
I also want to add (and this is the final thing I'll say publically) the solicitor (lawyer) who certified my documents added his solicitors # on there, so it is easy to look it up on any legal database. The solicitor is also not private and works for the UK government. By typing the address the solicitor wrote on the copies into google, this information would confirm that. If they match the phone number supplied on the certified copies to the address, they would see the solicitor supplied his direct work number - it's a big department so maybe it changed. There is also a main switchboard number that I found in 20 seconds with google. CLV didn't try too hard. However I am going to double check the direct number given on the certified copy to see if it did indeed change

If indeed they think these are "fake" as I seem to be accused of, then Casino La Vida should contact the relevant authorities.

OR they could call the number listed, and if the individual is not available to leave a message with a name and number so they could call you back. You know, rather than calling me a fraud and "industry wide" blacklisting me.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I also want to add (and this is the final thing I'll say publically) the solicitor (lawyer) who certified my documents added his solicitors # on there, so it is easy to look it up on any legal database. The solicitor is also not private and works for the UK government. By typing the address the solicitor wrote on the copies into google, this information would confirm that. If they match the phone number supplied on the certified copies to the address, they would see the solicitor supplied his direct work number - it's a big department so maybe it changed. There is also a main switchboard number that I found in 20 seconds with google. CLV didn't try too hard. However I am going to double check the direct number given on the certified copy to see if it did indeed change

If indeed they think these are "fake" as I seem to be accused of, then Casino La Vida should contact the relevant authorities.

OR they could call the number listed, and if the individual is not available to leave a message with a name and number so they could call you back. You know, rather than calling me a fraud and "industry wide" blacklisting me.

You should go back to the solicitor and tell them that according to La Vida, he/she is a fake, and a negative entry has been made on an industry wide database about this. Since the entry has been made on an industry wide database, the solicitor can now take action for libel (you'll have to pay his fees of course). You could also make a complaint under data protection laws about incorrect data being processed about you that amounts to a libellous record having been lodged with a third party database (would be cheaper).

When you PAB, make sure you let Max have the same number so that he can make his own decision as to whether the casino is right to claim it's a fake belonging to another person.

A solicitor should know damn well that if they notarise a document, the recipient of said document is likely to want to get hold of them to verify the matter, so would make sure that they put the correct number on the notary seal. As well as making a confirmation call, the solicitor themselves would need to be licenced to practice so that they show up on the database of practicing solicitors, so it's no good getting a friend to do it an pretend to be a solicitor when the casino phones him. The casino probably suspects that you did just get a friend to do it, and the plan fell apart because you didn't expect the casino to actually phone the number to double check. It is actually a criminal offence to impersonate a solicitor, just Google "Wonga", it's amazing how many people don't actually realise this, including the board of directors at Wonga.

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They are not going to explain the nature of the discrepancies on the documents, but the solicitor could probably guide you as to where you went wrong, such as not being on the electoral roll, or not getting documents updated when moving house.
 

batman555

Dormant account
PABnonaccred
Joined
Jun 14, 2014
Location
Russia moscow
555

I got the prize in this casino with great difficulty after two weeks. Requested a large number of documents. After that, said my Russian passport invalid. ugly casino distressed payments. It is better not to play there. Withdraw more than EUR 1 000 hard
 

slottymcslot

Experienced Member
PABaccred2
Joined
Nov 26, 2013
Location
UK
Hi guys

I'm here to report that I received full payment of my balance from Digimedia Ltd. today without comment. I'd like to wholeheartedly thank Bryan and Max who between them are responsible for helping me recover over 5300GBP in deposit/winnings over 2 cases this year. I'm personally very fortunate that this site exists.

There are still several issues with this situation unrelated to the PAB which M+B really went out of their way to solve for me (1 - a list of sites owned/associated with Digimedia that I am banned from playing hasn't been supplied, 2 - information about the "industry shared negative database" I was placed on hasn't been supplied nor whether they have taken me off it, and 3 - a retraction of libelous/DofC statements et al) - Hopefully this information is shortly forthcoming. Either way, I'll be contacting Digimedia to try to get a resolution to these matters.

Once again, thank you very much to everyone involved with Casinomeister and this forum! :)
slottymcslot
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Glad to hear. I think I was able to convince them you are a real person :p not some scammer with faked IDs and bogus notarized docs.

I hope that the rest gets cleared up as well. They should be able to remove you from any black list since you had not done anything wrong. Hopefully they will follow up on this soon.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hi guys

I'm here to report that I received full payment of my balance from Digimedia Ltd. today without comment. I'd like to wholeheartedly thank Bryan and Max who between them are responsible for helping me recover over 5300GBP in deposit/winnings over 2 cases this year. I'm personally very fortunate that this site exists.

There are still several issues with this situation unrelated to the PAB which M+B really went out of their way to solve for me (1 - a list of sites owned/associated with Digimedia that I am banned from playing hasn't been supplied, 2 - information about the "industry shared negative database" I was placed on hasn't been supplied nor whether they have taken me off it, and 3 - a retraction of libelous/DofC statements et al) - Hopefully this information is shortly forthcoming. Either way, I'll be contacting Digimedia to try to get a resolution to these matters.

Once again, thank you very much to everyone involved with Casinomeister and this forum! :)
slottymcslot


This is the one disadvantage of 'blacklists' as here in the UK you have a right to see files held by third parties either under the FoIA or the DPA - of course IF you're aware the file actually exists.........when they are held offshore it makes things considerably more difficult if not impossible. It would also be interesting to me (and Vinyl no doubt :) ) to find out which sites ARE actually owned/associated with DM.
 

slottymcslot

Experienced Member
PABaccred2
Joined
Nov 26, 2013
Location
UK
This is the one disadvantage of 'blacklists' as here in the UK you have a right to see files held by third parties either under the FoIA or the DPA - of course IF you're aware the file actually exists.........when they are held offshore it makes things considerably more difficult if not impossible. It would also be interesting to me (and Vinyl no doubt :) ) to find out which sites ARE actually owned/associated with DM.

Hi Dunover

Since they paid me, I will give Digimedia an appropriate amount of time in regards to the outstanding issues out of courtesy. As a start however, I'll be contacting the relevant bodies (LGA, Microgaming) to see what's going on with this and then go from there. It's probably for the best I don't post any further on this issue for now until Digimedia contact me personally regarding the outstanding issues and their status, as an unsatisfactory resolution (for me) has further implications.

Cheers
slottymcslot
 

slottymcslot

Experienced Member
PABaccred2
Joined
Nov 26, 2013
Location
UK
Glad to hear. I think I was able to convince them you are a real person :p not some scammer with faked IDs and bogus notarized docs.

I hope that the rest gets cleared up as well. They should be able to remove you from any black list since you had not done anything wrong. Hopefully they will follow up on this soon.

Hi mate

Let's hope, it would save a lot of headaches :)

As for headaches, I plan to drink a nice bottle of red tonight, courtesy of the funds you recouped for me, it's your fault in the morning :p :D

I'll let you know what transpires with the other stuff (and if an amiable resolution is reached I am more than happy to post about it here and put this to rest), but thank you (and Max) for your help, maybe I'll have to think up ways of how to publicise my PAB success stories here!

Cheers
slotty
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Glad to hear. I think I was able to convince them you are a real person :p not some scammer with faked IDs and bogus notarized docs.

I hope that the rest gets cleared up as well. They should be able to remove you from any black list since you had not done anything wrong. Hopefully they will follow up on this soon.

They seem to have made some basic errors with their initial investigation, including the claim that the solicitor's number was false (belonging to a completely different person). How can players trust that they will be dealt with fairly if such basic errors can occur during the process of vetting notarised documents.

They also mentioned that discrepancies in the original documents triggered this whole debacle, yet now it would appear that there were no actual problems with the documentation, just insufficient skills in the security department in dealing with the different types of documents being received.

There are plenty of discrepancies in Digimedia's own "documentation", yet this is somehow OK because they are "industry", not players. This has lead some players to erroneously conclude that casino B is dodgy because it appears they are run by the same people as a known dodgy casino A. Just like the dodgy player would, the casinos here seem intent on further obfuscation as to which casinos are included in the brand "Digimedia", from which they sought to ban the OP, and which other players would like to avoid for their own reasons.

At present, it also seems that they would rather pull out of the UK completely rather than face the transparency that is required of a UK licence holder. If Digimedia were to remain in the UK market, the question of a complete list of all Digimedia properties would be answered by accessing the UKGC public databases of licence holders.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Finalized Response

Hi All,

We have re-opened the investigation based on new information that was provided to us.

During our review we were able to verify that solicitor with the name however we have yet to confirm that validity of the documents with him.
Also based on all the other supporting information provided, we have decided to re-open the player‘s casino account, and process the withdrawal accordingly.
The account will remain open and available for the player to login and play on.

Thank you to all those that assisted and special thanks to the Administrators of the Forum for their input.

slottymcslot – you have been emailed by the Banking Team with regards to the processed withdrawal.

Regards

Rithen
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Hi All,

We have re-opened the investigation based on new information that was provided to us.

During our review we were able to verify that solicitor with the name however we have yet to confirm that validity of the documents with him.
Also based on all the other supporting information provided, we have decided to re-open the player‘s casino account, and process the withdrawal accordingly.
The account will remain open and available for the player to login and play on.

Thank you to all those that assisted and special thanks to the Administrators of the Forum for their input.

slottymcslot – you have been emailed by the Banking Team with regards to the processed withdrawal.

Regards

Rithen

hi rithen have you moved from fortune lounge casinos ?? ?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi All,

We have re-opened the investigation based on new information that was provided to us.

During our review we were able to verify that solicitor with the name however we have yet to confirm that validity of the documents with him.
Also based on all the other supporting information provided, we have decided to re-open the player‘s casino account, and process the withdrawal accordingly.
The account will remain open and available for the player to login and play on.

Thank you to all those that assisted and special thanks to the Administrators of the Forum for their input.

slottymcslot – you have been emailed by the Banking Team with regards to the processed withdrawal.

Regards

Rithen

A review should not have been necessary in order to verify the solicitor. There is a standard procedure for this, and the information provided on the seal of the document should have been sufficient. Despite the resolution, you still have a solicitor who is "livid" about being branded a fraud by your company.

Something went seriously wrong here in the procedures for validating documents that have been certified by a solicitor. Unless this is addressed, it could happen again, and a peeved solicitor can do far more damage to your company than the odd player who gets branded a fraud.

If you have yet to contact this solicitor to check the documents, then you have left him still thinking your company has branded him a fraud and entered the details for this on a third party database. Any other player who is asked to get their documents certified could also face the same issues.

There is still a question as to how you could have got it so wrong about the phone number being fake, yet now seem happy to accept that it was genuine. It also reopens the wider debate about casinos who claim to have phoned players for verification and failed to get through, yet when the player checks his incoming calls record, there is no record of there having been a missed call from casino security.

I suspect that shoddy internal communications are the root cause, one department offloading the responsibility for making the call to another, with this other department failing to actually carry out the task. The first department then interprets no feedback as meaning the call was made and verification failed. Instead of passing bits and pieces between departments, there should be a single team that oversees the whole process, and has first hand knowledge of what procedures have actually been attempted, and the result.

I have suffered this with Red Flush too, a query being passed to marketing by CS with a promise that someone will get back to me, and it often doesn't happen - complete shambles with internal communications!
 
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