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ClubWorldGroup - ID issue

Discussion in 'Online Casinos' started by gambblex, Dec 15, 2009.

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    Dec 15, 2009
  1. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    Symptoms as always in such cases:

    1.Arrogance+incompetence,arrogant incompetence and incompetent arrogance.

    2.Zero respect to customer

    3.Bizarre (it's not a compliment) documents requests.

    4.Other:lolup:

    I just had less than lousy 300 bucks in my AladdinsGold account since October. I decided to try their cashout procedure:lolup:

    I knew they will ask for faxback form which I hate :lolup: I don't know why. I still think it's a most useless thing they all asking for.I didn't even use Visa for deposit there.

    Anyway,that time my scanner was busto and I almost forgot about it.

    Some time ago I had enough willpower to send them all the funny pictures they want to see,actually,even MORE than they really need for the proof of address.

    I must admit that the same week the same documents were approved and cashouts processed at TWO RTG casinos.A little earlier they were approved at other casinos.

    I NEVER had an issue regarding my ID.Sure,I need recent bills/statements from time to time. But-none has questioned my ID,okay?

    After some time they email me demanding a VALID ID.

    ???

    Okay,I've sent them another recent photo of the same ID. Not necessary,actually.They have enough hard-and software to see that scan of my ID is genuine and valid.

    Their cashier,Daniel,was even so kind to provide me with a Wikipedia link to teach me what my ID must look like:rolleyes:

    I'm very delighted that you know about such thing as Wiki,congrats,Daniel.

    The level of your intelligence is that high that I start feeling jealous.:lolup:

    Several more emails with the same result.They incist they need a VALID ID.

    I've told them that I find it very offensive that they state that my government issued ID is I N V A L I D.

    It's almost two weeks already.

    Looks very similar to this http://www.casinomeister.com/forums...y-advice-regarding-payment-delay-rockbet.html

    I really do not like these situations. Really,guys(casino reps)I feel like sh!t when something like this occurs. And I'm not going to say thanks to those who make me feel like that:lolup: Why can't we just be ...friends?!

    When I WILL get paid the feeling of disgust will remain anyway.

    Honestly,I didn't expect this:confused:


    (I don't know if I should ask CWC rep not to disclose my personal info here?)
     
    Last edited: Dec 15, 2009
  2. Dec 15, 2009
  3. just play

    just play closed account

    Occupation:
    Director of Home Operations
    Location:
    USA
    What kind of ID are you using?
     
    1 person likes this.
  4. Dec 15, 2009
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    May I add that if support promises you something from the promotions team and they dont deliver they claim it's not their fault citing they are 2 different entities. Sheesh!
     
    1 person likes this.
  6. Dec 15, 2009
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    No need to worry about that. The casino management is in touch with me at the moment. If you'd like I could have them post some of your chat sessions to show the members that there is two sides of this coin.

    I don't care how frustrated you may get, there is no excuse to verbally abuse support reps.

    Edited to add: Threatening casinos' customer service reps with "I'll better start trashing your casino and you personally on a certain forum" is a quick way to have your account here suspended. You ought to show some restraint.
     
    Last edited: Dec 15, 2009
  8. Dec 15, 2009
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Their cashier is very PATRONISING. YOU have no control over the design of your GOVERNMENT ID, and Wikipedia is NOT any kind of authority, it is merely a resource to which anyone can contribute, whether their contribution is factual, or complete fiction.

    If casino security departments are relying on Wikipedia to verify the design of government ID documents, THEY ARE MAD!!!

    They should be verifying DIRECTLY with the issuing governments concerned to obtain the most recent, and FACTUAL template for the ID. Each country's IDs look different, even though they have a few of the basics. They are designed to verify a person IN THE FLESH, and some information that casinos THINK should be on an ID are not necessary for this purpose. SOME countries publish less information on these ID documents in order to protect the HOLDER from harm.

    Right now, I have in front of me my passport, and it DOES NOT BEAR MY ADDRESS! Would Club World therefore reject my UK Government issued passport for this? The address is omitted because this protects the HOLDER from being burgled whilst on holiday. With no address, there is no way for corrupt airport staff to tip off their criminal buddies where the empty house is. We have also been told NOT to include our address on our external luggage tags, for similar reasons.

    Since you had such trouble before, this is something that needs to be fully investigated, as although MOST casinos create no fuss over your documents, there are now at least TWO who are pretty convinced you are a fraudster - let's not beat around the bush, THIS is why you are having problems. Something has convinced them you are up to no good, and you have to prove yourself, but they are not telling you what you have done wrong.

    The eventual solution to your Rockbet problem is probably going to be your solution this time.

    They think your ID is invalid, but refuse to say WHY, other than the lame excuse that Wikipedia says it should look different.

    Although you don't like doing PABs, maybe it would be worth asking Max or Bryan if you could send them the ID that causes these problems, and perhaps they can tell you what they think the problem is with a few casinos, and what you can do to prevent it. This will also allow them to see that the casinos concerned are not mistreating players by incorrectly rejecting perfectly valid ID and document combinations.
     
    1 person likes this.
  10. Dec 15, 2009
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    @vinylweatherman - please bear in mind you've only heard one side of the story from a member who has threatened the casino to trash them publicly. All we have in the forum is his rant and what he claims happened. Let's wait until we hear both sides before we draw conclusions. Thanks!
     
  12. Dec 15, 2009
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    There is that, and he does himself no favours by not liking to use the PAB service. If it is TRUE though that they referred him to Wikipedia to tell him what his ID should look like, that I have to be critical of them for relying on Wikipedia as the arbiter on the matter of the design of ID. I would expect something more robust to be in place, to ensure ID is correctly verified.

    Clealrly there IS something wrong, since he has hit this problem before, but on the other hand has played at other casinos seemingly without any such issues.

    It may of course be a "bonus abuse" issue, and many casinos seem to rattle out various excuses for non payment before the truth comes out. This in turn makes players feel that there is a great deal of DELIBERATE BS being given to players by support merely to promote a reversal and ultimate loss of a cashin rather than struggle against seemingly insurmountable odds to get paid.

    There have been many perfectly reasonable work-arounds suggested, for one, if a player can not get hold of a utility bill to prove access to the address, why the HELL can't the casino, on request, simply send them a letter containing a verification code so that the player can use this instead. This is surely MORE reliable than a third party utility bill, and only involves the casino posting a letter. Granted, the player may have to wait quite a while for it to arrive, and then to be able to give the verification code to the casino to prove access to the address. Crypto used to use this system BECAUSE it was that much more reliable, but players who DID have all the documents resented having to wait for the code to arrive.

    If the OP will not PAB to get this sorted out, why not let the CASINOS PAB against PLAYERS when they feel they want an issue resolved once and for all, rather than being tossed around with only one side participating their story. I recall Mayflower casino effectively submitted a PAB against a player who REALLY gave them a thorough kicking in the forums over his issue by telling Max that, despite what he had posted and threatened, they were still "looking forward to receiving the PAB". This backed the complainant into a corner - he had NO CHOICE but to PAB, or have his tale of woe cast aside by the majority - when Max is through, the truth will be revealed.
     
  14. Dec 15, 2009
  15. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA

    Yep. Actually,it's illegal,right?

    I mean -disclose my personal info.But it might save me some time in the future.


    Are our personal data exactly as easy accessible as our chat conversations?




    BTW, I cashed out at most of casinos accredited here.And the same docs are approved everywhere there.And my chat sessions there are just pure enjoyment to read over and over.

    Hmm..I've sent my ID in advance to Boyles long before it was in BBF list here...Odd..they also approved it. But I forgot to deposit:lolup:

    About restraint-very good point.But I sometimes find that I need to come up with something else.
     
  16. Dec 15, 2009
  17. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    Thanks VWM,

    I had this "problem" only once with one well known NOTRECOMMENDEDCASINO beginning with "R"

    I'm not up at CW group and 300 USD isn't worth to use stalling tactics I think.

    Nah,stalling is not so important. I feel insulted.That's the point.

    When I have a good experience with payments from new casino I usually send them positive feedback.Or a couple compliments via chat.

    Much easier for me than get an explanation why ...LOL:lolup:
     
  18. Dec 17, 2009
  19. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    I'm not in a hurry and didn't even ask CWC to reply here.

    No need to worry about that.If they don't find it necessary it's not my biggest concern.

    You had another 44 hours to process my payment.
     
  20. Dec 17, 2009
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Have you provided them with the ID docs that they requested?
     
  22. Dec 17, 2009
  23. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    Having an incredibly easy instant access to our private confidential communications ...

    I assume you know the answer.

    Their guy visited forum today exactly at the same time when I wrote my post.

    No no,that's fine.
     
  24. Dec 17, 2009
  25. clubworld

    clubworld Rogue casino operator

    Occupation:
    Casino Manager
    Location:
    UK
    Hi Gambblex,

    I was sorry to hear of your troubles withdrawing funds from your casino account and I have reviewed the sitation for you.

    Unfortunately the ID you have sent us is not sufficient - aside from several other concerns it has no issue date, no expiry date, there is no watermark over the photo, it is not laminated and all the information it does contain is hand written.

    The Wiki reference provided to you is not what we use to validate the ID that we receive, but was sent to you as an example of the standard of ID that we require.

    We have tried to call you to smooth this out however both the phone numbers you provided are invalid and you have not phoned my cashier team as requested many times, choosing instead to become increasingly aggressive with my support team over live chat.

    Please either phone my cashier team from 07:00 - 19:00 UK time any day of the week or provide a valid number that we can call you on and I am sure we can conclude this matter quickly.

    Kind Regards
    Tom
     
  26. Dec 17, 2009
  27. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Looks like there is more to this story than meets the eye.

    As players we have certain responsibilities that we have to perform if we want to get paid our winnings. The major one is to comply with whatever the casinos ask as far as identification, with reason. You know you are going to have to send in documentation. Most casinos want a faxback form, utility bill, DL and copy of credit card used. I don't like sending all the stuff in but have found a way to eliminate problems by having most of the stuff saved on my computer and just send it on it's merry way when asked for.

    I don't know where you live but if it is the US, I don't know what kind of ID you have cause it's not a driver's license issued by a state in the US. Each states DL look different but they all have the same things on them.

    And then invalid phone numbers? Again, your responsibility to change them.

    I have had issues with CW over the years, nothing related to payment or major stuff, but have always found them fair and willing to work with you. But you have got to take some responsibility and do what you are suppose to do.

    Just my opinion.
     
    7 people like this.
  28. Dec 17, 2009
  29. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    You came here to say that my phone number in faxback form which exactly matches the number I've sent you a little later is INVALID?


    :lolup::lolup::lolup:

    C'mon,you need to work at your vocabulary guys.It's too limited
     
  30. Dec 17, 2009
  31. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Listen gamblex, I am in no mood to put up with your abrasiveness. Drop it - show respect to the forum and to your host, or you can just leave. I'll assist you to the door - no problem.

    I have no access to your private confidential info, nor has the casino forwarded me anything except your "WTF" rant directed toward their customer service staff.

    You are making a number of accusations, and we are trying to clear this up. The casino has asked for your ID docs - please provide them that meets their standards. Thank you.
     
  32. Dec 17, 2009
  33. oldtrvlagt

    oldtrvlagt Dormant account

    Occupation:
    Self Employed Travel Agent
    Location:
    Iowa
    Very well said Annie....I think we tend to forget we have to accept some of the responsibilty to get the casinos what they ask for. It's no different than if I use my credit card and forget to sign the back and a clerk asks me for my "valid" I.D. I better be ready to show one (except my passport picture which makes me look like a fugitive:D)
     
    1 person likes this.
  34. Dec 17, 2009
  35. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    I had a phone conversation with a lady from your support this summer.

    Immediately after my deposit at LuckyRed she informed me that I have to send them a faxback form.

    It was a different number.

    Now you have another VALID(OMG) yes,valid, number.

    And I told you that I have a missed call from PRIVATE number 13th December 06:15 local time.

    I'm not sure though who called.

    But I didn't see any other attempts from you to contact me.
     
  36. Dec 17, 2009
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Last warning - one more and you're outta here.
     
  38. Dec 17, 2009
  39. BMWSTACK

    BMWSTACK Ueber Meister

    Occupation:
    Work
    Location:
    US
    This post helped me

    This post has helped me. I have been using my card to deposit for sometime. I dont get to cash out because im always looking for the big hit. But after reading this post with the invalid ID I said to myself your card is 2 years old and pretty worn out, I wonder if they could even read a copy. Ive tried to scan it and its is very hard to make out. Thank god i didnt hit a big one because i go see a huge problem getting to accept the copy of the card. I wonder what would have happended? I am now going to wait for my new card before i make another deposit. In terms of dealing with issues with the casinos, I know from life experience that I wouldnt be tuning somebody up when I need something. Getting angry at someone is a good way to get yourself to the bottom of the list.
     
    1 person likes this.
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