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casinopop.com verification horror and no payout options

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Askhan070965, Feb 4, 2017.

    Feb 4, 2017
  1. Askhan070965

    Askhan070965 Dormant account

    Occupation:
    normal
    Location:
    Deutschland
    hi casino mates,

    cant find a rep of this casino here, so i start this report about my nightmare at casinopop.

    i opened a account at casinopop at 19. january, used the welcome bonus and lost it (nothing special, happens most ;) ).
    at 28 of january i made my deposits 2, 3 and 4. all deposits are made with neteller. lost 2nd and 3rd part of their bonus ladder offer (who cares, its only a Game). the 4th bonus was a 200% up to 50 euro with rollover of 39 x deposit and bonus (its okay, because you know this before). this deposit i turned after fullfilling the rollover to a 700 euro balance and i want to withdraw it. but before withdraw the balance i tried to verify my account. i know casinopop is part of mt securetrade limited and they are not known for a costumer friendly verification progress. so i send them the regular documents as requested at their verification page. tried to upload the documents...but upload doesnt work. so i tried the chat and talked with trym (nice guy) and send the requested documents with e-mail. now the nighmare begans... they need 4 long days and many more chats and documents, but in the end they verified my account. i got opposite answers and requests of documents from some more chat supporters. after they verified the account i had the wish to withdraw the balance back to my neteller account (same as i deposited).......but i had no option for that in my withdraw section. only bank transfer are offered. they talked about technical issues with the payment provider and will try to fix it. that was 4 days ago. nothing changed into good in the meantime. so i asked for an other withdraw option (banktransfer or skrill) but they declined it because i have only the option of withdraw the money back to neteller. but...how if neteller dont work...
    never had such problems with any other casino, the docs i sended are accepted by many other casinos. customer over years at ca. 300 casinos and sportbooks but never had so much problems.
    in the meantime i have the feeling, that casinopop is not willing to pay a winning player....dont ask me why....

    this post is to take care if you want open an account at casinopop. if you like your money...try another one... :)


    btw: chat logs and e-mail traffic are saved and some of them are really funny...
     
  2. Feb 4, 2017
  3. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
  4. Feb 4, 2017
  5. Askhan070965

    Askhan070965 Dormant account

    Occupation:
    normal
    Location:
    Deutschland
    no geordiecolin, of course im not joining for only this reason. as you can see, i registerd in 2013. but so far, i had no problem playing at online casinos. last bad thing was goldvictory for sportsbetting a few years earlier. thanks for the link. :)
     
  6. Feb 5, 2017
  7. Askhan070965

    Askhan070965 Dormant account

    Occupation:
    normal
    Location:
    Deutschland
    my dear geordiecolin,

    no...i didnt joined cm purely in order to post this thread. as you can see i registered in 2013. since this time im only a still reader of posts, reviews and other nice things. never had in this time any problems like this, so im only reading articles and reviews, but now i have this complaint and think to let other player know whats going on at casinopop.

    thank you for the link, if nothing will change in the next days, i will use it. first i will give casinopop 2 or 3 more days to change bad into good. if this will happen its quite natural to comment it too.
     
  8. Feb 5, 2017
  9. chiya

    chiya Experienced Member PABnononaccred

    Location:
    Earth
    You should use it now, not in 3 days. Why? Why not? There's no harm in it. Just send them a PM and link them to this thread + tell them your username and I'm sure they'll help.

    Having a rep look into things will surely speed things up for you.

    Btw you probably should stop playing here though .. I really don't understand why anyone plays here with their MASSIVE wagering requirements .. 39x D+B .. REALLY?! :eek: I get mail and sms from these guys weekly but I never even consider them because really .. the amount of wagering is just so big and hugely in casino's favor.
     
  10. Feb 5, 2017
  11. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Yes Askhan I could see that you have been a long time lurker :D

    I would not worry too much yet as I am sure they will address your issue in here as soon as they pick up the messages.
     
  12. Feb 5, 2017
  13. Askhan070965

    Askhan070965 Dormant account

    Occupation:
    normal
    Location:
    Deutschland


    hi distrance,

    thanks for your answer.

    yes, thats true, 39 + 39 x dep and bonus for the 200%, but i like to play, indifferent how high is the bonus rollover. im playing not to win and cry like a baby when i lose ;)
    its only for fun, next by my work or other things i have to do. the reason why i will give them 2 or 3 days more is, that my 'friend' trym at the live chat will forward this one more time to the respective department and i will see what happens next. for me its no problem of time, but i will see any progress in this case until monday. sended them the two complaints i made via live chat before an d hope that will speed up the things a little bit. if not, sure i will use the link and try to get help from the rep.

    best regards
     
  14. Feb 6, 2017
  15. CasinoPop-CM

    CasinoPop-CM Online Gaming Affiliate Manager

    Occupation:
    Affiliate Manager
    Location:
    Malta and Sweden
    Hi Askhan!
    Ï am very sorry to hear that you have had hell during your verification process and withdrawal process. This is not acceptable and I will get right on your case. Can you please PM me your email address that you used when signing up and I will look into what has happened and what we can do to solve this frustrating issue!
     
  16. Feb 6, 2017
  17. CasinoPop-CM

    CasinoPop-CM Online Gaming Affiliate Manager

    Occupation:
    Affiliate Manager
    Location:
    Malta and Sweden
    Hey again!
    Managed to figure out who you are, and we have been working with MT SecureTrade and Neteller to find the issue. And we have now identified and solved it.
    Do not even know where to begin to say how sorry I am for your issues. Most of the issues was also from our end. Human errors that simply should not happen, and it is downright embarrassing for me to admit. But I am a true believer in owning up to the issues that mostly was caused by us and our suppliers (and zero fault is on you).

    Now continue with your withdrawal, and make sure to have fun with your hear-earned (no kidding) money. I will go stay in the corner with a cone on my head.
     
  18. Feb 6, 2017
  19. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    This is what I like and respect from a young Casino that wants to get things right. :thumbsup:
     
  20. Feb 6, 2017
  21. Askhan070965

    Askhan070965 Dormant account

    Occupation:
    normal
    Location:
    Deutschland
    hi casinopop-cm,

    first let me say thank you for your work. take a look into my account and...surprise...surprise...neteller now is shown as a withdraw option.
    i hope you are not still in the corner since this morning, sometime it will be really boring and it wasnt your faults :)
    thanks too for your honest words to the review at the other site ;)
    but one thing is it what makes me wonder. i spend so many days and times at the live-chat or sending e-mails and nothing happens, but only 11 minutes after you figure out who i am (or better your second post here) i got an e-mail that now everything is okay and all working well (i hope so, because when i write this post i didnt try the withdraw option, because first i want to say thank you).

    after withdraw and get the money into my neteller account its normally that i will report this too. i hope i will never need your live-chat again for such a case, but the conversations with trym were really nice, send him some greetings from me :)

    ps: sorry for the late answer but i had to work the whole day...
     
  22. Feb 6, 2017
  23. cj1990

    cj1990 Experienced Member webby PABnonaccred

    Occupation:
    Sysadmin
    Location:
    USA
    What a awesome response. Have yet to see any of the casinos USA players have to play at act like this . Way to lead by example .
     
  24. Feb 6, 2017
  25. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I want to thank you for not only helping the player, but correcting an error, and admitting it was an error on your end.

    I love when Casino reps stay on top of the forum, and offer some transparency.
     
    Last edited: Feb 6, 2017
  26. Jul 3, 2017
  27. jfoxuk

    jfoxuk Newbie member

    Location:
    London

    I'm having terrible time with casinopop right now, no need to open complaint as I've started chargeback instead.
    Nightmare customer service. I sent them the documents over and over, just excuses.
     

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