CWC verification process nightmare

funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
I am fairly new to Club World Casino, so I just wanted to know if there is always so much red tape involved in the process.

I cashed out on Wednesday morning and later that morning sent in my documents. Thursday night I check my cashier to find that they declined my withdrawal and put the money back in my account. Why? Because my docs were not yet approved. Ok, so why decline my withdrawal and return the funds to my account? Why not just leave it as pending until my docs are approved? Pretty unethical. I get on chat and the support lady asks if she can call me to verify details on my account. Fine. We clear up an issue of my new address not matching the address on file. I opened my account some time ago but did not really start playing on it until recently....and moved 4 months ago. Supposedly that got straightened out. But cashier is not there yet to verify my documets.

48 hours from the time I sent in my docs (Friday morning) I now get an email saying my account is NOT verified becasue 1- the adress on ONE of the bills I sent in does not match and 2- my credit card scan was 'fuzzy' and the back wasn't signed. For my utility bill I sent in 2, one from 6 months ago with my old address and one from last month with my new address. So what else can I do??? Again I get on chat and guess what.....its noon on Friday and the cashier will not be back until Monday. Im sorry but what kind of BS is that??? At any rate I explained her my situation, and she said oh well since you sent in 2 different bills with both addresses it shouldn't be a problem. WELL OBVIOUSLY IT WAS A PROBLEM AN HOUR AGO! Surely whoever looked at my docs could see that. As far as my credit card...well I have had this scan on my computer for 2 years....my Netspend card....the only one I use now. And 20 other casinos didn't think this very same scan was fuzzy or seemed to be bothered by the fact that it wasn't signed. But whatever. I will try again.

And so what was the point of the lady calling me last night and verifying my details? Obviously none.

I expected a little better from Casinomeister Casino of the Year. Looks like this is going to turn into a minimum of a week ordeal. Is this normal with this group? Just to name a few, Casino33, Mandarin Palace, and Grand Prive all verified my documents while I was on the phone with them.

I swear I have the shittiest luck with issues being dealt with from every single accredited casino I play at:mad:
 

blacklabrador

Banned User - chargebacks - multiple banned forum
Joined
May 15, 2010
Location
Ohio
I too just had a problem with Club world, see my post in this same category regarding a cashout. I am waiting till monday just like you for the cashier to get there. I am off to a horrible start with them and if my issue isnt handled monday, adios Club world.
 

just play

closed account
Joined
Jan 27, 2006
Location
USA
Their sister site did not accept the same exact documents that they did. I just closed the account. Don't need the hastle. I believe they said something about my scans not being clear enough.

Regarding Club World, I never had a problem there, but I haven't played there in maybe 1 year. Makes no sense to me, there are sister sites, one accepts docs and the other doesn't? (in my case)

Good luck to ya both.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Their sister site did not accept the same exact documents that they did. I just closed the account. Don't need the hastle. I believe they said something about my scans not being clear enough.

Regarding Club World, I never had a problem there, but I haven't played there in maybe 1 year. Makes no sense to me, there are sister sites, one accepts docs and the other doesn't? (in my case)

Good luck to ya both.

Well, this is a lack of consistency in their approach to verification, which might explain why there are these problems. SISTER sites should have the SAME criteria for verification. It seems that documents are being rejected on OPINION rather than fact, and whether an account is verified or not depends upon which members of staff are looking at the documents.

A utility bill from 6 months ago with an old address, and one from 2 months ago with the new address surely BACKS UP the story of a change of address 4 months ago, and therefore should NOT create a problem, but rather STRENGTHEN the credibility of the account details.

If verification difficulty is out of step with the competition, or even common sense, players will be lost to that competition. First impressions count more than later impressions, and a bad start could ensure the permanent loss of a player to a competitor who offered a problem free first withdrawal experience.

Signing the back of a card and sending it again should not be a problem, but often the problems involve asking the player for the impossible, and where the player has had no similar problems elsewhere with the same documentation, they will presume that it is nothing more than a stalling tactic, rather than a real need for deeper verification.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
I am fairly new to Club World Casino, so I just wanted to know if there is always so much red tape involved in the process.

I cashed out on Wednesday morning and later that morning sent in my documents. Thursday night I check my cashier to find that they declined my withdrawal and put the money back in my account. Why? Because my docs were not yet approved. Ok, so why decline my withdrawal and return the funds to my account? Why not just leave it as pending until my docs are approved? Pretty unethical. I get on chat and the support lady asks if she can call me to verify details on my account. Fine. We clear up an issue of my new address not matching the address on file. I opened my account some time ago but did not really start playing on it until recently....and moved 4 months ago. Supposedly that got straightened out. But cashier is not there yet to verify my documets.

48 hours from the time I sent in my docs (Friday morning) I now get an email saying my account is NOT verified becasue 1- the adress on ONE of the bills I sent in does not match and 2- my credit card scan was 'fuzzy' and the back wasn't signed. For my utility bill I sent in 2, one from 6 months ago with my old address and one from last month with my new address. So what else can I do??? Again I get on chat and guess what.....its noon on Friday and the cashier will not be back until Monday. Im sorry but what kind of BS is that??? At any rate I explained her my situation, and she said oh well since you sent in 2 different bills with both addresses it shouldn't be a problem. WELL OBVIOUSLY IT WAS A PROBLEM AN HOUR AGO! Surely whoever looked at my docs could see that. As far as my credit card...well I have had this scan on my computer for 2 years....my Netspend card....the only one I use now. And 20 other casinos didn't think this very same scan was fuzzy or seemed to be bothered by the fact that it wasn't signed. But whatever. I will try again.

And so what was the point of the lady calling me last night and verifying my details? Obviously none.

I expected a little better from Casinomeister Casino of the Year. Looks like this is going to turn into a minimum of a week ordeal. Is this normal with this group? Just to name a few, Casino33, Mandarin Palace, and Grand Prive all verified my documents while I was on the phone with them.

I swear I have the shittiest luck with issues being dealt with from every single accredited casino I play at:mad:

Since becoming a member I've seen player verification complaints almost every other day. Vinylweatherman hit this right on the head, first impressions = money and in today's market this can make or break you quickly. A few things caught my eye which bother me when reading your post.
• There appears to be multiple people dealing with your document issue, you mention the cashier and chat support. If they couldn't correct the issue what was the reason for the phone call? That's bothersome because I'd want to know exactly who handles my personal information and would expect it not to be multiple people dealing with the issue at hand.
• If the cashier does the verification and leaves for over 60 hours with you hanging then it's apparent they need a better system and one that can be accessed remotely but securely.
• You mentioned that your doc's had been stored on your computer for over 2 years, be careful. Not sure if you read this article but it should be a wakeup call for many.
You do not have permission to view link Log in or register now.

Anyhow good luck and I hope it gets worked out quickly. I don't think it has anything to do with your luck, it's the verification process as a whole.
 
Last edited by a moderator:

nygirl30

Senior Member
PABinit
Joined
Apr 22, 2005
Location
Nevada (Las Vegas)
Yep they alway's give you the cahier's out till monday shit.. And if you cash out on a friday dont expect it until monday, they also dont process withdrawals on weekends..

If these places and not on CWG, if they could only process withdrawals as fast as they take your money!!

Life would be good!!! :notworthy
 

funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
Yep they alway's give you the cahier's out till monday shit.. And if you cash out on a friday dont expect it until monday, they also dont process withdrawals on weekends..

If these places and not on CWG, if they could only process withdrawals as fast as they take your money!!

Life would be good!!! :notworthy

Well im glad im not the only one with this issue. And I cashed out late Tuesday nite/early Wednesday morning.....and the earliest I will probably see my withdrawal to QT is Tuesday. I mean come on....noon on Friday and cashier wont be back until Monday. Its like they shot off the email to me saying sorry your docs are not good enough and then leave the office for 3 days.
 

nisosbar

Ueber Meister
PABnonaccred
Joined
Aug 28, 2009
Location
Right here
They don't flush withdrawals either, at least not when I've asked. To be fair, it's never taken more than 48 hours for me to get paid from there, and I like their ClubWorldCasinos Slot, and the sister site Aladdin's Gold pays even faster.

The only thing is, Inet is also RTG and they pay lightning fast, so I deposit there more.
 

Diane

Ueber Meister
Joined
Dec 20, 2009
Location
WI
I had good luck with CWC withdrawals - Once verfication done

As a relatively new player at online casinos and new member to this group, I had to learn a lot through Trial and Error. It took about 3-4 times of sending stuff in to get validated/verified, but then I have been set ever since.

In regards to CWC related casinos ----- I had to go through the verification process twice; once for CW and once for Aladdin's Gold. However, after that when I wanted to play at any other sites they run, I only had to send email to cashier and support to explain that they already had my verified documents on file and then they automatically replicated the data for me at every other site. It wasn't that bad.

In terms of cashouts from CWC, they are the second fastest I have seen. (Super Slots is the fastest). If you use QT/UMW for deposit that created the "win" - money arrives the same time you get the approval which is anywhere from 12-24 hours after withdrawal request. I have had it be as short as 6 hours from Aladdin's Gold. I requested withdrawal to QT and 6 hours later it was in my account!!!

My other manner of depositing is from a segregated bank account using a debit card. Then I request an ACH withdrawal basically a wire direct into my account. For CWC, from time I request ACH, it usually takes 24-48 hours for approval (bonus removal etc) and then money arrives within 24-48 hours after approval. So I can't bitch about that.

Not sure why others have difficulty - but it has been smooth for me at all CWC sites for months.

Diane
 

kavaman

Senior Member
PABnononaccred3
PABnononaccred3
MM
Joined
Dec 2, 2001
Location
finland
Clubworldcasinos is very strict when it comes to verification documents. I was asked to send them screenshot of my neteller account. And then i was asked to send a neteller screenshot on how i FUND my neteller account on top of all the other documents that were asked. So i had to search trough about 100 pages of neteller history to find them this information, (copy of neteller funding by cc) because i usually play in quite many places and have had some luck, so i had a decent bankroll.
However since everything got verified its a very nice place to play, but i think the verification can sometimes be a pain here. Im not sayings its hard for everyone, it just might.
 

funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
Clubworldcasinos is very strict when it comes to verification documents. I was asked to send them screenshot of my neteller account. And then i was asked to send a neteller screenshot on how i FUND my neteller account on top of all the other documents that were asked. So i had to search trough about 100 pages of neteller history to find them this information, (copy of neteller funding by cc) because i usually play in quite many places and have had some luck, so i had a decent bankroll.
However since everything got verified its a very nice place to play, but i think the verification can sometimes be a pain here. Im not sayings its hard for everyone, it just might.

I have no problem with a casino being very strcit about verification documents. However, if they are going to be so strict about it, then they should be a little more accessible. Not wait 48 hours to tell me my scan is fuzzy or there is a problem with the fact that I moved.....or have one rep tell me something and then another rep tell me something else. Work with the customer.....and for crying out loud IF YOU ARE GOING TO BE SO PICKY ABOUT VERIFYING DOCUMENTS THEN YOU NEED TO EITHER HAVE SOMEONE IN WITHDRAWALS WORKING EVERYDAY OR HAVE SUPPORT ASSIST IN THE VERIFICATION PROCESS. Another poster stated they had to send stuff 3-4 times to get it right.....I fear I could be strung along for 2 weeks at this rate:eek:
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
player verification

It appears that the 24 hour cash out time is irrelevant for you, maybe this should read 24 hour cash out time only if your doc's are approved which could take days or whenever the appropriate person comes to work. I understand your frustration funeral979 as I've been following this thread along with gaming document verification around the net for quite some time. It's apparent that verification is a problem within the gaming industry, documented many times but it's not just online casino's it's the gaming industry as a hole. Poker sites, skill sites, bingo sites or whenever a money payout is involved. As I've stated before I do have an interest in the verification process and I feel a need to express this to avoid problems with the terms and conditions of this site along with the viewers reading my post. I do want to say that any Player or Gaming site that wants to utilize our site, who's a member of this forum only can PM me and I'll refund your sign-up fee 100 %. You'll need to go through the sign-up process and pay the fee but I can refund your fee upon your CM PM request and it will be refunded via your Pay Pal account asap. I'll extend this offer to CM members through 12/31/10. It's not always about the money but about a better way. :thumbsup:


[Max says: ^^^^ That is a pseudo-sig and is prohibited per the Forum Rules. Please stop. ]
 
Last edited by a moderator:

funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
Does anyone else find something very disturbing in this chat??? (BTW, I was paid 5 minutes after this chat ended)

info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Nicol'
Nicol: hI chris
buzz1248: hello
buzz1248: I have noticed that my withdrawal has yet to be approved....
Nicol: Yes, normally it take about 24 to 48 hrs, but the cashier not working at the weekend am afraid .
Nicol: so should be done today or tomorrow for you
Nicol: i will email them to let them double check as well
buzz1248: Really? Thats what I thought to but I got an email from the cashier early sunday morning....
Nicol: The cashier work at home for emails sometime or the verification form
Nicol: but no withdrawal be done on weekend
Nicol: we dont process withdrawal on weekend am afraid
buzz1248: ok...well maybe I am missing something here because I am new to your casino....but on your website it mentions that use my wallet withdrawals are instant?
Nicol: Ok, Once we receive the required information then any withdrawal will be done within 72 hours, usually quicker. then once we approved your withdrawal, you will get in instantly by using quicktender withdrawal method
buzz1248: I see...ok then...thanks for your help
info: Your chat transcript will be sent to xxxxxx at the end of your chat.
 

liquuid_fusion

Meister Member
PABaccred
PABnorogue
PABnononaccred2
Joined
Nov 6, 2005
Location
UK
I had to send a screenshot of my Neteller history for verification too. Seemed a bit much.

Waiting 6 days for my Neteller withdrawal after verification now, not impressed.
 

breakstone

Experienced Member
PABnonaccred
PABnononaccred2
Joined
Apr 24, 2006
Location
Australia
Club World not for me

Club World not for me. All too hard. I'm done depositing at places with these type of verification issues and places that dont payout on weekends. Just been through the verification nightmare with another casino. Not happening again. I'll stick to Inet Bet and Casino Extreme. Never had to verify anything at either of these RTG's. Been playing at both for 4 years with many withdrawals. Instant payment at 1 and 24 hour withdrawal at the other I only deposit by Neteller, not credit card, so I suppose that makes a difference.
Playing online is supposed to be fun. Lately its been stressful, so I say stick to the regular ones that you have no trouble with and avoid the other ones like the plague, and most of all have fun..

My list of the best no stress casinos are

1. Casino Extreme - Instant payout
2. Inetbet - 24 Hours
3. Ladbrokes Casino - 6 Hours
4 32 Red- 24 hours
5 Spin Palace - 24 Hours
6 Blackjack Ballroom-72 Hours
7 Sloto Cash - 24 Hours
8. Prestige Casino - 5 days (But with no problems)
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Well, whether I use a CC or not, I've had to send in documents to each and every CWC casino I've signed up at. (Even tho I signed up at CW way back when it first launched. :( )

The comment "but my ID docs have been verified by more than one of your sister casinos" is met with, "that doesn't matter, WE have to have them on file". Great... there's my personal info scattered willy nilly, being read by whoever happens to see the emails.... I don't like it.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Well, whether I use a CC or not, I've had to send in documents to each and every CWC casino I've signed up at. (Even tho I signed up at CW way back when it first launched. :( )

The comment "but my ID docs have been verified by more than one of your sister casinos" is met with, "that doesn't matter, WE have to have them on file". Great... there's my personal info scattered willy nilly, being read by whoever happens to see the emails.... I don't like it.

This is unnecessary duplication. The more copies that are sent by INSECURE email, and the MORE LOCATIONS that this information is stored, the greater the risk of a leak. Sister sites should have a CENTRAL verification file for each player. This would be easier to keep secure, and sister sites would only need to know that the player has been properly verified, and properly matched across all accounts at sister sites.

Screenshots of Neteller transactions that are not recent are VERY HARD to get hold of, mainly because Neteller does NOT have a "skip back to" function, nor a "search between dd/mm/yy - dd/mm/yy" function. If players have run their gambling from withdrawals from casinos (i.e. they are either very lucky, or very good) there may be NO original history of funding on record as far back as one would be able to go with the online facility. There will also be no access from the credit card history either, since many people dispose of their original statements once they are satisfied they are accurate.

The fact that one CWC site can OK a set of documents, and a sister site can say there are "problems" with the very same documents is the worst indictment of the procedure I have seen so far. It suggests that many instances of "problems" with documents are not decided OBJECTIVELY, but by an unscientific "gut feeling" methodology that depends upon who happens to review the documents.

The other main problem is the sheer number of times documents are sent in, confirmed as having been received by the casino, and THEN all trace of them disappears in the system, resulting in the player being asked to resend them. This should NEVER happen to information THIS sensitive; it shows that there are lax procedures, and information is NOT being handled properly when being received, internally transferred, and stored.

We are getting to the stage where some verification procedures are so difficult for even the HONEST player to comply with that many will just give up the struggle, and the industry will lose business opportunities either to competitor sites, or back to land based casinos.

One other complaint is that players, quite rightly, are in a hurry to get the process over and done with so they can get paid, yet casinos seem to take their time over the verification process. In this case, WHY was the player ONLY told they needed to complete further steps on Friday, when the cashiers had already left for the weekend. Surely this was known in good time for the player to have been afforded the opportunity to complete these steps on Thursday, even Wednesday, with the possibility that the cashiers could have paid before the weekend.

WHY do the cashiers ONLY work a half day on Friday? This is even LESS than "normal office hours", where staff might leave only half an hour earlier. When I worked, we DID leave a little earlier on Friday (by half an hour), but if we left at NOON, we would have been hauled up before the boss!
Our department was also expected to provide cover for FULL office hours, if not EXTENDED office hours, whatever arrangements individual members had made under limited flexible working arrangements.

P.V is providing the service I have often argued for, unfortunately, this service is not much use unless CASINOS are prepared to accept centralised verification from this outfit. It is CASINOS that P.V needs to sign up before it becomes worthwhile for PLAYERS to sign up.
Further, who has verified the verification service that P.V represents? This is something many players would want to know before handing over their personal details, and something I expect casinos would want to know before accepting this verification as being "strong" enough.
Endorsement by the likes of eCogra, and at least some of the top licensing juristictions, will go a long way to get some momentum behind P.V's central verification scheme.
 

funeral979

Dormant account
PABaccred
Joined
Apr 4, 2008
Location
Texas
Does anyone else find something very disturbing in this chat??? (BTW, I was paid 5 minutes after this chat ended)

info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with 'Nicol'
Nicol: hI chris
buzz1248: hello
buzz1248: I have noticed that my withdrawal has yet to be approved....
Nicol: Yes, normally it take about 24 to 48 hrs, but the cashier not working at the weekend am afraid .
Nicol: so should be done today or tomorrow for you
Nicol: i will email them to let them double check as well
buzz1248: Really? Thats what I thought to but I got an email from the cashier early sunday morning....
Nicol: The cashier work at home for emails sometime or the verification form
Nicol: but no withdrawal be done on weekend
Nicol: we dont process withdrawal on weekend am afraid
buzz1248: ok...well maybe I am missing something here because I am new to your casino....but on your website it mentions that use my wallet withdrawals are instant?
Nicol: Ok, Once we receive the required information then any withdrawal will be done within 72 hours, usually quicker. then once we approved your withdrawal, you will get in instantly by using quicktender withdrawal method
buzz1248: I see...ok then...thanks for your help
info: Your chat transcript will be sent to xxxxxx at the end of your chat.

In case anyone missed this, my credit card scan was approved early Sunday morning.....as I got an email early Sunday morning from one of their cashiers saying that all my documents were approved.

Soooooo.... from what I gather from this chat is that any Club World Casino cashier can access my SECURITY DOCUMENTS at their leisure from their home PC:what::what:

I certaintly hope this isn't industry standard? Does this make anyone here feel secure about sending their personal info to casinos??
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
In case anyone missed this, my credit card scan was approved early Sunday morning.....as I got an email early Sunday morning from one of their cashiers saying that all my documents were approved.

Soooooo.... from what I gather from this chat is that any Club World Casino cashier can access my SECURITY DOCUMENTS at their leisure from their home PC:what::what:

I certaintly hope this isn't industry standard? Does this make anyone here feel secure about sending their personal info to casinos??

This means that secure data has "left the building", not something those in the security industry recommend as "good practice". The UK government have made one blunder after another, losing sensitive information. One common theme has been that "data has left the building".

One incident was down to data being copied to CD, and SENT THROUGH THE POST, never arriving at the destination.

The other scenario has been the laptop left on the train, in the car, on a park bench, etc.

Electronic export of data has also lead to security breaches.

Even where data is not allowed to leave the premises, there is the danger of hackers getting past the firewalls, and making copies of the data.

Data that is "lost" is no more secure than data that has been stolen. The only secure way of recovering "lost" data is to be able to PROVE that it was destroyed, and that NO copies were made.
 

clubworld

Rogue casino operator
Joined
Sep 20, 2006
Location
UK
Hello,

It would seem that there are a couple of points here that I need to make clear.

Firstly, it is our policy that once you have verified your account with one of our group casinos, any other accounts that you hold or create within the group are also verified. You may need to point out your other accounts to us, especially if you have used different email addresses etc, however you do not need to send any further documents.

Secondly, no-one in our cashier team works from home. I log in from time to time at home to check up on my PMs here and other emails etc (I think this is where Nicol got her wires crossed) however I would never request anyone contact me with their documents. These are all sent to the cashier mailbox which can only be accessed from within our office premises. We hold the documents sent to us in the most secure environment possible.

The fact that funeral’s withdrawal was processed on a Sunday is purely down to time differences, I arrived at the office at 6am Monday morning and got straight down to it :)

My cashier team provide coverage during office hours seven days a week, however they are also entitled to personal lives and I have to admit to letting them have a couple of hours off on Friday afternoon to see England play (very badly) in the World Cup.

Funeral – PM me your username and I will pick up on your verification issues tomorrow morning, I am afraid I cannot give you any solid information on this right now as I am at home :thumbsup:

Kind Regards
Tom
 
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