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Casino Room...My experience

Discussion in 'Online Casinos' started by Wononrhino, Jan 3, 2018.

    Jan 3, 2018
  1. Wononrhino

    Wononrhino Full Member

    Location:
    England
    I wanted to share my experience with Casino Room for those thinking of using this online casino.

    I had no problems signing up, and the casino was very happy to take my deposits of which totalled several hundred pounds without complaint.

    The moment I wanted to withdraw a small amount of money I received an email saying it was time for verification.

    I sent all my documents requested ( I would like to add I have never had any problems with verification before) including two forms of government documents, for good measure. My drivers licence and birth certificate, along with my visa card details and a utility bill.

    I receive an email back requesting documents that have my 'date of birth' on them. I found this quite odd as my birth certificate and drivers licence have my date of birth, so I phoned their support and they could not help, or understand why.

    I emailed back to explain that I had sent two valid documents, which did indeed have my date of birth, and asked for an explanation. Maybe it was an oversight on their behalf!

    I received an email with no explanation, but just telling me to send my passport, at which point I felt humiliated and could sense trouble ahead with this casino should I ever win in future, I have heard about this practice from casinos, but never experienced it myself, until now.

    I closed down my account for this reason as I felt uncomfortable with a casino that was happy to take my money with no Id, but caused undue stress in the verification process with no explanation to perfectly valid documents that have always been accepted by other online casinos.

    I am all for the verification process but did not trust 'casino room' and felt they were causing undue problems which was a red flag for me. I also do not like casinos that are happy to take your money without verification until a withdrawal is made. A note to the casino room rep....We are customers and casinos need to be more understanding of this rather than humiliate us. It is our money and with so many options online you are not doing yourselves any favours by being so ackward. There is a point that 'we' as a customer will walk and take our business elsewhere which is what I have done.

    I personally would not recommend casino room and do not trust them, despite being recommended here. This is my personal experience I wanted to share here.

    I also thought their customer service was generally poor, and they did not answer questions put to them.
     
    Last edited: Jan 3, 2018
  2. Jan 3, 2018
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Is there any possibility you might have accidentally entered your DOB incorrectly when you signed up?
    Can't think of any other reason for their request.

    KK
     
  4. Jan 5, 2018
  5. Lincolnuk

    Lincolnuk Senior Member MM

    Occupation:
    Company owner
    Location:
    Lincolnshire
    Id have to agee with this, i played there for a fair while up until a year ago and always found them solid
     
  6. Jan 8, 2018
  7. CasinoRoom

    CasinoRoom Official Rep for Casinoroom

    Occupation:
    Customer Support
    Location:
    San Jose
    hi Wononrhino, I'm sorry to hear you had a bad experience, I would like to check what happened, please PM with your registered email. KYC should not be a difficult or frustrating process, we also have electronic verification, so once I get your details I will look into this and figure out what the problem was. We can handle this in PM.
     
    ed skull murphy and illu88 like this.
  8. Feb 2, 2018
  9. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Received an email today so trust it is being sorted now as I write. It appears to have been a problem with cropped corners of my card so lets see now I have sent another. I will report back if any further issues or update that all is well. Many thanks.
     

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