clubworld / luckyred, difficult to withdraw, lets see how much time will it take

[cdvale]

good evening everybody.
I was lucky enough to gain a random jackpot and then a few more credits at lucky red yesterday night.
I am an Uk player and as soon as I deposit in GBP the casino automatically changes the currency to dollars, so I was playing in dollars (cant see any link where I can change the playing currency).
so, I reached $5000 and sent my verification documents and tried to withdraw using the wire transfer option and here my problems started..
it asks for a 9 digit routing number, there is no routing number in the UK (already confirmed with my bank). there is a iban, swift code, sorte code, bank account number..
Customer support spent a few hours with me yesterday trying to understand the problem, but they had no idea what to do and advised me to contact them today to speak with a manager.
today morning I get in touch with them again and the customer support tought I had to change my playing currency to GBP but could not find a way for me to do it and then he/she asked me to contact again in the afternoon as no manager present yet.
I've just contacted them now again and guess what, they ask to contact them tomorrow now..

never had this problem with any of the microgaming casinos where I play.. its my first withdraw with lucky red and for now its been too tricky to withdraw... tempted to reverse it but i'll kept strong..
lets see for how many more days this will take to sort out.
If anyone had similar experiencies or suggestions I'm happy for receiving them.

p.s - the pay my card function doesnt work also (and there is a limit of $1000 and only allowed 2 orders for week so it would take 3 weeks for me to withdraw my money), courier check doesnt work outside US, netteler account I dont have and any of the other options
so its really the wire transfer I need to use it, but they dont find a solution.

 

[harrys99]

Read your post on the fly but-what method did you use to deposit? Paymycard works very well if you have ever used a card to also make a deposit with.

I have made 3 or 4 max paymycard withdrawals in the last month and they all hit my bank in 2 to 3 days.

We in the US are used to having some withdrawal waits/restrictions though.

Congrats on your win-you will be paid once it is figured out the best course of action. Don't reverse!

 

[cdvale]

i'll try to be strong harris99 lol

 

[chayton]

I know for a fact you're not the only UK player who has played there and has requested a wire transfer, so I'm sure this has got to be something they've come across before. I'm assuming the reason you're not able to contact a manager through the casino is that it's the weekend. Did you send a message to the rep yet? If you do, you might not hear back til tomorrow either, but maybe he'll surprise you.

Congrats on the win!

 

[cdvale]

hi chayton, no I havent contacted the rep here yet.
I left an email on the cashier email at lucky red like the support team in live chat as requested.
I'll wait for monday and see if I have a reply so

 

[cdvale]

well, lucky red contacted me today (as I was expecting) with 2 emails..

1st email - they request the documents to be sent again (they say they are quite blurry and they can not proper see them...)... well, they are perfectly visible, scanned with a top scanner and in fact those are the same files I sent to 2 other casinos (MG casinos) accredited here this month to validate my account and they were fine and my account verified... stalling here?.. i would think so... but ok I will rescan them and send with the original size file of 8MB per file and see if this way they accept them...

2nd email - regarding the wire transfer... they ask me to put only 0000000 either on routing number and bank account and email them my iban/swift/bank address, etc.. and they will process it manually when my documents are verified.. they also say they will send my money in USD to my UK bank and my UK bank will charge me at least £70 for each transaction??!!!!
any suggestion here for any UK players playing at this casino please?? the problem probably was because I was playing in dollars, I can not put this casino playing in GBP dunno why.. I send my deposit (credit card) in pounds and it automatically turns it into dollars.
customer support told me today that I need to make the deposit in GBP to play in GBP, but thats precisely what I was doing and it turns the GBP into USD instead.. lol.. what an hassle to play here..

in the meanwhile I still have my $5000 there on my casino account.. i'm being strong and not playing but the money is not even on pending so I really need to be strong, but as a matter of a fact I dont feel like playing here for now and dunno how will I feel in the future.
too much hassle for me


its a pity, I really like those slots/software.. but its too complicated for an UK player (at least for me..) to play there..
anyone knows any other casino with the same slots as lucky red, but not clubworld corporation please?

best regards and I will keep everyone posted how will this evolve.. but I'll have a feeling it will take weeks and weeks and weeks before I see my money..
also about the charges they speak if anyone has any suggestion I would be grateful

 

[cdvale]

well, was checking the withdraw options again and decided to create a moneybookers account.
just finish creating it now and gave the order to increase the transaction limits verifying my bank account..
so, I think I might try to use this method instead as soon as my bank account is confirmed in moneybookers

there is nothing on lucky red speaking about charges with this method (but on the other hand there was nothing also speaking about charges using the wire transfer method.. and apparently there is that £70 per transaction charge..) anyone knows if there is any charge with moneybookers??

best regards again

 

[chayton]

You'd have to check with support as far as what charges there are with moneybookers - I believe that there are a certain amount of withdrawals you can have in a time frame for free. What the amount and time frame are though, I'm not sure.

Another thing, once you get this first wire sorted out you shouldn't have this problem anymore, your withdrawal method will be saved and next time should be easy.

 

[cdvale]

not so sure if it should be easier the next wire transfer because they ask me to just put 000000 on all fields this time and send my bank details by email to them and they will do it manually then..
so I suppose, next time (if it will be a next time on that casino..) I decide to withdraw the problems will be the same and they'll still be stalling around and asking for me to send the details again for them to do manually... I think...

just re-sent my documents, and I was wrong it was not 8mb files the orignal, it was 22MB!!! lool.. so I sent my all in the original file format my scanner scans (bitmap file 22mb!... lol) and also sent all my bank details, name/address/swift/iban, etc..
lets see what happens next...

well, best regards everybody

 

[elaina333]

Jackpot Capital!!!!!

Hi
I too play at Club World Group casinos and sorry to say their delays in payment are getting longer!!
If you want to play the same games play at Jacpot Capital. I got a free $50 chip the other day and made a cash out with it. My withdrawal was
approved on 10/16 and the Fedx delivered it on 10/18. I am in the US, this almost unheard of.
This is a great casino and I think you will be very happy with their customer service as well.
I plan to only play there and Grande casino, check them out here on their reputation!! Good going on your win and much luckk

well, lucky red contacted me today (as I was expecting) with 2 emails..

1st email - they request the documents to be sent again (they say they are quite blurry and they can not proper see them...)... well, they are perfectly visible, scanned with a top scanner and in fact those are the same files I sent to 2 other casinos (MG casinos) accredited here this month to validate my account and they were fine and my account verified... stalling here?.. i would think so... but ok I will rescan them and send with the original size file of 8MB per file and see if this way they accept them...

2nd email - regarding the wire transfer... they ask me to put only 0000000 either on routing number and bank account and email them my iban/swift/bank address, etc.. and they will process it manually when my documents are verified.. they also say they will send my money in USD to my UK bank and my UK bank will charge me at least £70 for each transaction??!!!!
any suggestion here for any UK players playing at this casino please?? the problem probably was because I was playing in dollars, I can not put this casino playing in GBP dunno why.. I send my deposit (credit card) in pounds and it automatically turns it into dollars.
customer support told me today that I need to make the deposit in GBP to play in GBP, but thats precisely what I was doing and it turns the GBP into USD instead.. lol.. what an hassle to play here..

in the meanwhile I still have my $5000 there on my casino account.. i'm being strong and not playing but the money is not even on pending so I really need to be strong, but as a matter of a fact I dont feel like playing here for now and dunno how will I feel in the future.
too much hassle for me


its a pity, I really like those slots/software.. but its too complicated for an UK player (at least for me..) to play there..
anyone knows any other casino with the same slots as lucky red, but not clubworld corporation please?

best regards and I will keep everyone posted how will this evolve.. but I'll have a feeling it will take weeks and weeks and weeks before I see my money..
also about the charges they speak if anyone has any suggestion I would be grateful

 

[cdvale]

thanks Elaina! I;ll check those ones out..

quick update on my case..
it seems the 2nd files I sent for verification (22mb each file bimap files) for them are still unreadable..lol
they ask me to send again...
jiiiiiiiiiiiiiiiiiiiiiiiiz
just to be on the safe side this time I'm gonna scan 2 ID cards (lets see if they say both are unreadable), new scan of the debit card and 2 scans of 2 utility bills...

the game continues... and the wait..

 

[cdvale]

money still on my casino balance $5000 of balance.. but in fact I lost the will of playing.. so it can take a loooong time but for sure I wont play it!

i'll play 3dice instead or try the casinos Elaina told me if its a similar platform than CWC

 

[cdvale]

I just feel so tempted to post here my files for the members to see if they are readable or not.. lol..
well.. I'll scan new ones now..

cheers everybody

 

[cdvale]

new update, new files just finish to be sent.. each one of those are giant bitmap scan images of 22MB size each! lol
so now they have, copy of my UK driving licence, copy of my EEU citizen card (ID card) (i live in the UK for 5 years, but I'm not english), 2 different tv/internet bills from virginmedia, 1 gas bill, a new copy of my credit card (with the middle numbers hidden for security purposes just like MG casinos ask).
lets see what the problem will be now.. bet will be the same thing.. unreadable, but I assure everybody they are p.e.r.f.e.c.t...

what an hassle... jiiiiiiz
I just think what would happen on that casino if by luck I would win one of the big jackpots, like 1million pounds or so.. I bet I would have to wait 40 years to receive them, no? loool

 

[Tirilej]

I don't know why but people seems to have problems with getting verified at their casinos often, and the problems is mostly the documents.
I never had any problems but I didn't scan anything. I took pictures with my camera instead, downloaded and sent in an email.
If they can't read the ones you send now then try that instead.
It's not the size that matters you know. They just have to be clear.

 

[harrys99]

I don't know why but people seems to have problems with getting verified at their casinos often, and the problems is mostly the documents.
I never had any problems but I didn't scan anything. I took pictures with my camera instead, downloaded and sent in an email.
If they can't read the ones you send now then try that instead.
It's not the size that matters you know. They just have to be clear.

Same here-digital camera jpegs have always sufficed.

 

[Zepher]

Same here-digital camera jpegs have always sufficed.

Same with me. Never had a problem with photo's taken with my mobile phone, then downloaded to my laptop then sent by email. They've been accepted every time.

 

[cdvale]

well, me too I never had problems with my documents in any casino before (and I'm verified in more than 10 casinos).. just now I'm having this problem

 

[vinylweatherman]

A 22Mb bitmap will not make it through email, so now you will get a "didn't receive them" instead.

I can't see how a bitmap can be "blurry" at all, yet this is a reason often used to reject documents. If you want to post them here for our opinion on blurriness etc, PLEASE use a "snip" tool to edit out your personal details. The bog standard text left over should be enough to see how "blurry" the image is.

Blurriness is often caused by making a bad low resolution scan, or over compressing the file. The best way is to use the highest scanner resolution setting, 300dpi or "photo quality", and select "save as JPEG" using a fairly high quality setting, such as "photo quality", "high", or 80% or more. The options presented will differ depending on the brand of scanner and OS you are using.


When I sent documents to CWC, I used the "photo" setting of 300dpi, and "save as JPEG" at 90% quality. My documents were accepted and approved. I find a digital camera of 2Meg Pixel works fine, but the picture needs to be taken in good daylight, and not using flash, preferrably using a "close up" mode on the camera. I have had digital camera documents routinely approved using these settings.

If your scanner is using "document mode" (150dpi) rather than "photo mode", it is likely to produce indistinct text, no matter what size bitmap you produce at the end of it.

 

[cdvale]

hi vinyl you are absolutely right!
now they contacted me saying they didn't received the 2nd and 3rd lot of documents and ask me to send again!!! my goooood!!!


I'm using a brother print/scan machin printing precisely at 300dpi and the original ones I saved them as JPEG and reduced the original size of 22mb to 200kb per image and this was the documents I sent to my all other casinos where I am verified and they had no problems.. perfectly visible I assure you.
the 2nd lot and 3rd lot of documents I scan them again at 300dip and just save them with the original bipmap format with the size of 22mb each and was the ones I sent them..
now they say they haven't received them.
gmail shows the emails were sent and dont show any "failed message".

you can understand my frustration.. I am at work now, just popped by home to check my emails, but I'll indeed post my documents here later on with my details hidden just for people to have a look on them..

best regards everybody..

 

[rena35]

this just doesnt seem right.I hope u get your money soon

 

[cdvale]

ok, as promised, have a look and tell me what you think of the files I sent.
ofcourse I deleted the portions where personal information is, but its still assessable if these are clear images or not...

 

[cdvale]

what you think vinyl??
would you consider this "blurry images" as they say?? these are the orignal ones I sent...
then I sent 22mb each files 2x!!!! they say they never received them and now I just sent new scanned ones.. but the quality is similar to the original ones posted here..
is this stalling or what?...

best regards everybody and for sure I wont be playing that money back.. no way.

 

[chayton]

I'm wondering if your email client is shrinking the images? Are you compressing them all into a zip file first? If not, try that and see, that's what I do when I'm sending docs. To be honest, sending 22MB images is overkill to say the least, when I send my docs - that's a scan of my DL and a bank statement, the whole zip file is under 2MB.

 

[cdvale]

documents approved!! aleluiaaaaa!!!

now I'm confused, I received 2 private messages here from clubworld
one states the documents are approved but for me to have in mind they can only transfer $4000/week (which is fine and I already knew it).
So, as its stand I gave the withdraw option of $3000 wire transfer and $1000 + $1000 pay my card option. expecting one this week and the other to be done next week.

then a second private message from clubworld advises me to do the full $5000 withdraw under wire transfer option because they can send all the money that way.. lol

confused now here..

either way, documents are approved... aleluiaaaaa!!!

 

[cdvale]

ah.. and they asked again my bank details.. lol
already gave them this 2x, so this is the 3rd time.. lol..
how complicated is this casino..

 

[samoas]

Congrats to you cdvale! Just sit tight, avoid temptation. You will eventually get your funds.

 

[chayton]

If they're still asking for bank details, send them all to Tom here via PM and let him sort it out for you. It seems like you're running into the problem of support people not knowing what the other support people are doing. To be honest, I'd be getting frustrated by now if it was me too.

Actually I went through a similar issue with my docs dealing with support at CW the first time I withdrew, and talking to them about it was like banging my head on a brick wall. I got on here and talked to Tom and he straightened it out really quickly and I haven't had a problem with that since.

Ever since then casino support has been able to help with anything that's come up, but the benefit of having a rep here is that you have someone to go to when support can't help - the rep usually is able to use their judgment on making decisions whereas frontline support has to follow a strict set of rules with no deviation.

 

[cdvale]

apparently they are already processing my $5000 withdraw via wire transfer

I'll wait for the money to come

like someone said in the other topic I also believe they are not evil or rogue, I just think the communication with the players need to improve a bit. customer support could not even explain me I can not play in pounds at all, they tought I could.. lol
had to be a member here, vinyl to explain me why I couldn't! lol

either way, I'll be happy when the money arrives and I might also give them another go and deposit again.. who knows

either way, thanks Tom, thanks Karolina, thanks everybody that help me out!

all the best for everybody

 

[vinylweatherman]

Those documets were pretty clear to me as posted. I can't understand why you were being told the original JPEG files were "blurry", but it was this initial piece of misinformation that not only had you barking up the wrong tree, but in the wrong forest!!!

It seems there was nothing wrong with the clarity of your documents to start with, you used 300dpi and saved to JPEG. I would expect this to produce the images of the quality you posted. You then tried to increase the resolution to an even better one than 300dpi, and in a raw bitmap format. This was never going to work, and the harder you worked at making your "blurry" documents clearer, the worse things became.

What seems equally puzzling is that once the rep got involved, these same "blurry" documents were suddenly "clear" enough to approve. They never got the high resolution bitmaps as at 22Mb, they never made it through the email.

What would be even MORE interesting is to see what those files looked like once they had been out through your email systems, and in through those used by CWC. This would give us an insight into the numerous cases where players have had their documents rejected for being "blurry", yet can see nothing "blurry" when viewing the documents on their PC. If CWC replied to your email containing the documents, you could see if they had been altered in transit, such as by compression by a third party as they travelled via email.

 

[cdvale]

well vinyl, these documents were sent using gmail, and I must add that after scanning so many documents to send to them I wasn't sure which ones were the original ones I sent in the first place SO I decided to go to my email and download the attachments from the first email I sent to them, which are these files I posted here.. So I expect that this resolution is the exact resolution they received... right?..
Must confess it still puzzles me that they stated they were "blurry"... impossible, just impossible.. I think!

redflush, 32red, jackpotcity, riverbelle and many many others have accepted these same documents..

best regards

 

[cdvale]

woooow....
well.. the wire transfer order apparently was given on the 2nd of november.. they told me it would take 5-7 days to reach my bank account..
but guess what, ON THE SAME DAY was on my bank account..!!! lol

after so much negativity, finally something really good.. same day!! unbelievable... really dont understand it, but I like it..

thanks everybody