CasinoRoom - Experiences?

[interlog]

Not a word since.

Will give it another 24 hours after which I may consider a PAB (the first one for me!)

 

[paul7388]

Have you ever deposited by the credit card tho even just once.

Looks to me like they want to verify your account which even tho they never asked for the skrill shot they would still need it.

Had a similair experience at Guts a few months ago. My account was verified and i always deposit be Neteller and occasionally paysafe.

They decided that i needed to verify again even tho They had all my documents. So sent them Neteller , Driving Licence and usual Bills. That was not good enough tho they wanted a bank statement.

Explained i do not use bank with them but because one time the other year i had used two paysafe vouchers in a row they had told me i needed to do withdrawal by bank transfer. Never used paysafe again after that stuck to neteller. But they still wanted a bank statement . Took a week to get reverified. One of the reasons i will rarely ever use Guts now.

 

[interlog]

Have you ever deposited by the credit card tho even just once.

Looks to me like they want to verify your account which even tho they never asked for the skrill shot they would still need it.

Had a similair experience at Guts a few months ago. My account was verified and i always deposit be Neteller and occasionally paysafe.

They decided that i needed to verify again even tho They had all my documents. So sent them Neteller , Driving Licence and usual Bills. That was not good enough tho they wanted a bank statement.

Explained i do not use bank with them but because one time the other year i had used two paysafe vouchers in a row they had told me i needed to do withdrawal by bank transfer. Never used paysafe again after that stuck to neteller. But they still wanted a bank statement . Took a week to get reverified. One of the reasons i will rarely ever use Guts now.

I have previously deposited (and withdrew!) via debit card. Can't remember if they ever verified my account as I had it open since 2015.

What frustrates me most is that I had no communication about the document request until I contacted them to ask where my payment was. That frustration got worse when they didn't ask for my Skrill account details during the chat. Instead they asked for a copy of my debit card that has long expired.

I fully understand their need to KYC but some 2 years after opening the account?

 

[paul7388]

I know how you feel.

In this day and age no need for any of this stuff to get sent at all.

Its total crap that they ask for stuff from years ago. I am still pissed of about having to reverify at Guts for no reason and having to send a bank statement when i had never ever deposited by debit card or bank. Only 1 withdrawal years before by bank transfer and made sure i only used Neteller after. Funny they sent the withdrawal to bank in first place without asking proof it was my bank.

Thats why i mentioned some casinos still ask for proof of something u no longer even use with them.

They should sort it for you soon. Took me a full week to get an already verified account at Guts reverified tho. Really pissed me of as it was only a small withdrawal in first place

 

[interlog]

Would you be fuming now too having received the following email reply after having sent in the required Skrill screen print:

Hello xxx,
What is the number of your casino account?
Waiting on your reply,
Louise

Still no money.

This will be the very last time I will be playing at this Casino. Well done, you just lost yourself a customer.

 

[interlog]

Funds now received.

Would still love to hear from the casino representative who I have sent a private message.

 

[videoslotheaven]

So it is possible to win here?? I have lost about 5 k euros since my last withdrawal betting on average 1 a spin. Games seams to be constantly dead for me. Especially net ent and yggdrassil

 

[CasinoRoom]

Hi there interlog and thanks for the heads up in the PM! hi community and thank you all for the feedback.

I'm terribly sorry for the issues/delays, this is one of our "when things go wrong" episodes, we all understand the importance of KYC, but this should never become a frustrating process, you are right, the deposit was made using skrill, the card was used last time in Jan 2016, that was overlooked by the support agent, you sent the documents from another (not registered) email address, but we could have identified your account. I have talked to the agents who dealt with the case to clarify our guidelines and please trust me that this has been an isolated case, we don't like to keep our customers waiting and this is not part of stalling tactics, requests to ewallets cannot be cancelled unless customers request it and we strive to be efficient with the handling of KYC and payouts, keeping customers waiting completely ruins the experience and creates unnecessary friction, so thanks for bringing this up and once again sorry! I'm glad that it has been sorted out and that you have received the money.

I'd like to remind all members of the forum that I'm available through PM and that you can always contact me directly for anything you may need.

 

[lana.k]

This Casino is a joke. Whatever Slot i played i always received that 'Game currently not available' error. Support told me to switch Browser lol. I even got that error when i used my IPhone. Of course this totally ruined my Sessions because i always had to reload the game and start again. I really don't understand why this casino is even allowed to accept deposits under such circumstances. This is fucking theft and nothing else.

 

[CasinoRoom]

Hey lana.k I just saw this message and I'm sorry to hear you had a bad experience, it may have been due to network issues, but please PM me and I'll have a look at your account, I'd like to make up for it.

 

[tompaco]

Fishy site.

This site is very fishy, my wife and i play on alot of sites and we thought this one had an amazing bonus for 500%.

She talked with support which for the time being was kind.

She played for a couple of hours 2-3 hours or so (did alot of quickspins since i got good wins in the start).

Finally after 70k wagering we got our win on 750 euro. (Edit, 7500 SEK, which are around 833 euro).

We took it out to our familyaccount through trustly (Visa Allcard which both share)

They declined the withdrawal and i though we just had to send in some proof, but no. They actually took away all the winnings, all of it. With no chance to get a explanation more then that we used a third party user.

The support totally ignore this issue, expcept a guy called Niklas (after 5th try), he refered us to make a case on MGA, which we have done, and they replied that it will be a case, but it will take 4-5 weeks to get an answer on it.

Amazing site? Isnt it.

 

[djokando]

*snip*

djokando@gmail.com, 91.139.153.229

 

[me_and_ed]

bet 365 is not the best casino? I'm a beginner, but I read *snip* that there is no better? Do you recommend me a good hall?

Really........

 

[CasinoRoom]

Tompaco, we have KYC with Trustly showing that this bank account does not belong to the user in question, due to our obligations and legal expectations and also because this is gambling, we don't allow deposits with methods from third parties and that's why the deposit was refunded. I think that's good that you have contacted the ADR, we'll follow up on our end as well.

 

[tompaco]

Tompaco, we have KYC with Trustly showing that this bank account does not belong to the user in question, due to our obligations and legal expectations and also because this is gambling, we don't allow deposits with methods from third parties and that's why the deposit was refunded. I think that's good that you have contacted the ADR, we'll follow up on our end as well.

Oh yeah, and you just let her sit there and play for several hours without questioning or refund earlier. I dont think we would have gotten a refund if we lost everything, i even talked to the staff before and talked about the bonus, about which games was included and so, nothing was said.

No compensations, no chance to replay with this bonus, nothing. Just refund when the winning was too high. GG!

Edit. Tbh, its not the policy which made me do this post, its the way it was handled, all the other sites i use (often swe-only) would made up for it someway, maybe a second chance to win or anything at all. But you just squished it away. More or less since it was a good win on that deposit. And you can easily overcome the situtation and see that the account is in the same surname since its my wife, saw that i used the wrong account, we often use the allcard which both stands on.

But no goodwill from your side, which still is very bad. Very.

 

[CasinoRoom]

We want happy customers, but we can't give compensation in cases like this, however if you rectify on your end and either open an account on your name and deposit with your bank or your wife deposits with her bank account, then I'll gladly add an extra bonus or spins.

 

[tompaco]

We want happy customers, but we can't give compensation in cases like this, however if you rectify on your end and either open an account on your name and deposit with your bank or your wife deposits with her bank account, then I'll gladly add an extra bonus or spins.

Sent pm, but no answer in a few days, anyhow. Its pretty amazing you let 3-4 different people play on twitch on your site and let them cashout without any restrictions, but people who are married and share bankaccount cant deposit and withdrawal to the right person. It just feels like you had a golden opportunity to deny the cashout since it was a 42X win from the deposit.

edit: with the twitch, i meant accountsharing, there is always peoples friends, gf etc etc playing on the same account. Which according to me is much much worse.

 

[CasinoRoom]

Hi tompaco, I understand your point, but sharing payment options or depositing with methods from third parties is something that we don’t allow, it’s in our terms and conditions and it’s something that can cause serious problems for users and operators (chargebacks, friendly fraud). MGA is handling the complaint, so let’s wait to hear from them, at this point it’s better to let the ADR handle this. If you wish we can continue this in the PM when we get an update.

 

[tompaco]

Hi tompaco, I understand your point, but sharing payment options or depositing with methods from third parties is something that we don’t allow, it’s in our terms and conditions and it’s something that can cause serious problems for users and operators (chargebacks, friendly fraud). MGA is handling the complaint, so let’s wait to hear from them, at this point it’s better to let the ADR handle this. If you wish we can continue this in the PM when we get an update.

Yep, lets do that, and you know for a fact i wouldnt even make this thread if it was handled and treated in a better way, no warnings when talking to chat, no chance to proof anything, just a scamming rip from the withdrawal with ignorant support afterwards. Its a shame.

Friendly fraud? You are one of few casinos which doesnt support withdrawal to the same person, deposit and withdrawal to another account i could take, but this, nah. Have talked to a bunch and not many supporting this.

Stand up for yourself, we are just the little ones here with no saying.

I really hope we get something out of it from MGA, especially after the shitty treatment.

 

[tompaco]

Casinoroom, I sent pm to you.

 

[tompaco]

Yep, lets do that, and you know for a fact i wouldnt even make this thread if it was handled and treated in a better way, no warnings when talking to chat, no chance to proof anything, just a scamming rip from the withdrawal with ignorant support afterwards. Its a shame.

Friendly fraud? You are one of few casinos which doesnt support withdrawal to the same person, deposit and withdrawal to another account i could take, but this, nah. Have talked to a bunch and not many supporting this.

Stand up for yourself, we are just the little ones here with no saying.

I really hope we get something out of it from MGA, especially after the shitty treatment.

As i recall you already know what MGA said, you have the policy and they cant do much about it, about the fraud, chargeback etc, its still bs in this case since it was a big payout. You already ignored me totally on pm, even if you said we would take it from there, which i will say its a really bad goodwill, or no goodwill at all.

Cant say much about this, more then its a really really bad experience, no more no less, it could been compensated in so many ways. 850 euro is trash for you, but not for others.

Shame.