Casino verification.

[b3b44]

So i played at two sister EM casino's , managed to cashout at one casino send in my docs ... verified in a few hrs paid later that night all good.Now last weekend i played at the sister casino (where i managed a cashout one week earlier didn't need to send docs because of the €2300 mark they hold also paid next day without having to send docs)

Last weekend managed another withdraw putting me over the 2300€ mark so docs were needed .No biggie i send in the same docs as i send to the sister casino thinking all should be ok.


It took a bit longer then normal to get a reply and then finally got email back (thinking my docs were approved).

Now they say my withdraw has triggered a security alert in their system and my account was frozen by their payments provider .

Long story short :they want me to mail a notarized copy of my ID/Passport and a notarized copy of a bank statement to them according to their fraud and security team it is needed ?

I just wonder that why it didn't trigger the alert the first time at their sister casino? It just makes no sense to me ...


Any thoughts on this?

Many thanks

 

[hedgehok]

So i played at two sister EM casino's , managed to cashout at one casino send in my docs ... verified in a few hrs paid later that night all good.Now last weekend i played at the sister casino (where i managed a cashout one week earlier didn't need to send docs because of the €2300 mark they hold also paid next day without having to send docs)

Last weekend managed another withdraw putting me over the 2300€ mark so docs were needed .No biggie i send in the same docs as i send to the sister casino thinking all should be ok.


It took a bit longer then normal to get a reply and then finally got email back (thinking my docs were approved).

Now they say my withdraw has triggered a security alert in their system and my account was frozen by their payments provider .

Long story short :they want me to mail a notarized copy of my ID/Passport and a notarized copy of a bank statement to them according to their fraud and security team it is needed ?

I just wonder that why it didn't trigger the alert the first time at their sister casino? It just makes no sense to me ...


Any thoughts on this?

Many thanks

Are these casinos accredited here? If yes, I would recommend to contact their rep.

Did you play with a welcome bonus at both of them?

 

[b3b44]

Are these casinos accredited here? If yes, I would recommend to contact their rep.

Did you play with a welcome bonus at both of them?

yes they are accredited here and i have had these accounts for a while now . Was a monthly reload bonus..

 

[hedgehok]

yes they are accredited here and i have had these accounts for a while now . Was a monthly reload bonus..

Based on your description I find it a little bit puzzling to provide a notarized ID and utility bill. I think you stand a fair chance to find a way around this by PM'ing with the rep. I hope you find a settlement.

 

[spintee]

I would contact the reps ASAP, Should not be no need for this, If it is the case that it is related to other casino in the group for what ever reason than why are they still taking deposits of you?

Its bang out of order, If I was ever asked for such statement I would personally walk there and personally give them what I think about it

 

[b3b44]

i have contacted him but no response so far lets wait and see....

 

[b3b44]

Credit where credits due I PM-ed the casino rep and he took care of things my account has been verified now and monies in my Neteller :notworthy:notworthy

 

[lammersef]

would you mind sharing casino's names?

 

[b3b44]

it was nextcasino but they have been good to me till now and the rep was very helpful

 

[AussieB]

lol notarized copy wtf?

Although you had to help of a rep on here what if you didn't? again online casinos using unjust measures to stop a players withdrawal.

Wonder what would happen if you asked to reverse it and keep playing? would they still request a notarized copy.

Name and shame the casinos regardless if they have a rep on here.

 

[Tirilej]

lol notarized copy wtf?

Although you had to help of a rep on here what if you didn't? again online casinos using unjust measures to stop a players withdrawal.

Wonder what would happen if you asked to reverse it and keep playing? would they still request a notarized copy.

Name and shame the casinos regardless if they have a rep on here.

I believe it's EveryMatrix who are coming up with those demands. I know others who have been asked to do the same when playing at other EM casinos.
Another reason to only play at accredited casinos who have a rep here to contact.

I'm happy Eric fixed this.

 

[AussieB]

It's a shame its not a level playing field with consistency across the board, some people aren't as resourceful as others in rely on customer service to do their job and take what they say.

Why couldn't this have been sorted by the payments team? don't they have a manager ? why did a rep have to resolve this what magic powers does he have that others in the business don't.

I know reps are here for this very reason but its a shame your hear stories like this as it makes you wonder how many people they are requesting to do this and how many goto all that trouble to send in the requested information when in reality is it really needed? judging by the OP its not.