Fortune Lounge Verification Procedure

[gullcry]

I have been playing at Vegas Palms for about two years and made about four withdrawels all without a hitch.

Won last Thursday, cashed out £600 and was asked for verification documents. Now I know this happens and although its a pain I complied. But what followed was unacceptable and I hope a rep from this group will come and answer my questions as I could get no joy from their customer support.

Firstly I was asked to scan and send proof of ID, proof of address and copies of the two credit cards I used in the session. I sent these off and waited.

They emailed back that they would not accept my passport because it is South African and I am living in the UK. Even though I have a Visa stamp from British embassy for indefinite leave to remain in the UK in my passport. I had to send a copy of my UK drivers licence. If I did not have this I would have been stuffed as their support centre said that even a scanned copy of my UK visa would not be acceptable by them. Why is this I wonder. Maybe the rep can explain?

So a copy of drivers licence is sent. It is accepted but now they want a letter from the credit card provider as the bank name is not printed on the card.

Fair enough, I send this off to them. After a long wait I am now asked to send a scan of another credit card that I had registered months ago and used only that once, months ago.

So I scan it and send it off. But this is not the end of it.

They then email me asking for a scan of a debit card that was registered on my account. This card was from a bank account that I have closed and the card was returned to the bank. Can you see now how they are stringing this all out? I must go to the bank and get a letter confirming closure and that this card is linked to that account. Why?? When it was not even the card I used when playing on Thursday!

Then they email me last night at 11 o clock and want a scan of an old debit card that has expired ffs! They should know it is expired as you must supply an expiry date when registering the card. In fact a pop up message on their bank page notified me that my card was going to expire and that I should add another card.

How do you send a scan of an expired card Fortune Lounge? Why am I even being asked for this by your banking security department who should know that expired cards are destroyed as per banks instructions. Oh wait- this is just another delay method hoping I will reverse my winnings and loose them while they play the mick with me.

They have drip fed their requests to delay the whole process, completely evaded answering any of my questions and with every single email to me have kindly reminded me that I can reverse my cashout and play while I wait.

My understanding of a verification process is to establish your identity, address and that cards used in the game session belong to you. Not this fiasco.

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[dunover]

Get straight onto their rep on here. You probably hit the limit of 2k or 3k total unverified withdrawals to initiate their requests. Their CS is S.African anyway....Do not reverse, you will get paid. Retrospectively verifying past depositing methods especially if they are past the 6-month limit during which you could chargeback is ridiculous. If less than 6 months and the old depositing method/card has expired in the meantime and you have destroyed it as per correct banking procedure, then suggest a fax-back form whereby you sign a form endorsing those old deposits made on the expired card.
Certainly speak to the rep though.

https://www.casinomeister.com/forums/members/

 

[gullcry]

Get straight onto their rep on here. You probably hit the limit of 2k or 3k total unverified withdrawals to initiate their requests. Their CS is S.African anyway....Do not reverse, you will get paid. Retrospectively verifying past depositing methods especially if they are past the 6-month limit during which you could chargeback is ridiculous. If less than 6 months and the old depositing method/card has expired in the meantime and you have destroyed it as per correct banking procedure, then suggest a fax-back form whereby you sign a form endorsing those old deposits made on the expired card.
Certainly speak to the rep though.

https://www.casinomeister.com/forums/members/

Thanks for replying. It certainly is a first for me that a casino has asked for scanned copy of an expired card. They cant make it stick but have used such a request to delay pay out. Every time I emailed them explaining that the card was expired, they replied back with just another request to send the scanned copy of the expired card completely ignoring my explanation. I have copies of these emails which I will give the rep.

No doubt if there were other old expired cards in my history- they would be requesting these as well.
Absolutely underhand. I can get this bank letter for them so I know I will get paid but after that I am out of there.

 

[hakapuku]

Thanks for replying. It certainly is a first for me that a casino has asked for scanned copy of an expired card. They cant make it stick but have used such a request to delay pay out. Every time I emailed them explaining that the card was expired, they replied back with just another request to send the scanned copy of the expired card completely ignoring my explanation. I have copies of these emails which I will give the rep.

No doubt if there were other old expired cards in my history- they would be requesting these as well.
Absolutely underhand. I can get this bank letter for them so I know I will get paid but after that I am out of there.

Looks like they dont want your business. Did you take any bonuses?

 

[asadzareef89]

well it seems vegas palms have been bad but they must have a reason tbh as i have played and withdrew many times from europalace and vegas palms and never had such a problem. I had few decent wins myself on friday and made 2 decent withdrawals all from a 20 pound deposit but they were in my skrill monday and tuesday

So it might feel like 2 u its injustice but they are reputable and i dont think thy would just be trying to make u lose ur 600 as a matter of fact my initial withdrawal was meant to be for 70 pounds but i had the itchiness and played that 70 and took out 800

But them asking for documents like that isn't right and they should ask for them once instead of one at a time

On passport situation i had a similar experience at another casino where they refused to accept the visa stamp pik so ever since then i always send my DL to avoid being delayed like this

 

[fortunelounge]

I have been playing at Vegas Palms for about two years and made about four withdrawels all without a hitch.

Won last Thursday, cashed out £600 and was asked for verification documents. Now I know this happens and although its a pain I complied. But what followed was unacceptable and I hope a rep from this group will come and answer my questions as I could get no joy from their customer support.

Firstly I was asked to scan and send proof of ID, proof of address and copies of the two credit cards I used in the session. I sent these off and waited.

They emailed back that they would not accept my passport because it is South African and I am living in the UK. Even though I have a Visa stamp from British embassy for indefinite leave to remain in the UK in my passport. I had to send a copy of my UK drivers licence. If I did not have this I would have been stuffed as their support centre said that even a scanned copy of my UK visa would not be acceptable by them. Why is this I wonder. Maybe the rep can explain?

So a copy of drivers licence is sent. It is accepted but now they want a letter from the credit card provider as the bank name is not printed on the card.

Fair enough, I send this off to them. After a long wait I am now asked to send a scan of another credit card that I had registered months ago and used only that once, months ago.

So I scan it and send it off. But this is not the end of it.

They then email me asking for a scan of a debit card that was registered on my account. This card was from a bank account that I have closed and the card was returned to the bank. Can you see now how they are stringing this all out? I must go to the bank and get a letter confirming closure and that this card is linked to that account. Why?? When it was not even the card I used when playing on Thursday!

Then they email me last night at 11 o clock and want a scan of an old debit card that has expired ffs! They should know it is expired as you must supply an expiry date when registering the card. In fact a pop up message on their bank page notified me that my card was going to expire and that I should add another card.

How do you send a scan of an expired card Fortune Lounge? Why am I even being asked for this by your banking security department who should know that expired cards are destroyed as per banks instructions. Oh wait- this is just another delay method hoping I will reverse my winnings and loose them while they play the mick with me.

They have drip fed their requests to delay the whole process, completely evaded answering any of my questions and with every single email to me have kindly reminded me that I can reverse my cashout and play while I wait.

My understanding of a verification process is to establish your identity, address and that cards used in the game session belong to you. Not this fiasco.

Hi

Please PM me your account details and I will get back to you as soon as possible.

Regards

Wim

 

[gullcry]

Wimm, I have sent you my account number. If you can sort this out you will be my hero :notworthy

 

[gullcry]

well it seems vegas palms have been bad but they must have a reason tbh as i have played and withdrew many times from europalace and vegas palms and never had such a problem. I had few decent wins myself on friday and made 2 decent withdrawals all from a 20 pound deposit but they were in my skrill monday and tuesday

So it might feel like 2 u its injustice but they are reputable and i dont think thy would just be trying to make u lose ur 600 as a matter of fact my initial withdrawal was meant to be for 70 pounds but i had the itchiness and played that 70 and took out 800

But them asking for documents like that isn't right and they should ask for them once instead of one at a time

On passport situation i had a similar experience at another casino where they refused to accept the visa stamp pik so ever since then i always send my DL to avoid being delayed like this

Thanks for answering. If I have done anything wrong I am sure the rep will enlighten me. I also have never had a problem before- this is a first.

 

[gullcry]

I have received a pm from Wim. Thank you so much for your help and explanation Wim. The matter appears resolved and my funds released.

Thanks again

 

[vinylweatherman]

I have received a pm from Wim. Thank you so much for your help and explanation Wim. The matter appears resolved and my funds released.

Thanks again

So, what was the problem?

It seems that you got into trouble because you are resident in a foreign country, but registered with your current UK address and details. This would have made you appear to be a UK citizen, and so seeing a South African passport with the realisation that all along you were a national of another country must have spooked the security team.

The problem is, it's a question they just don't ask on registration. They want your CURRENT address and details, and as someone with indefinite leave to stay in the UK, you would correctly fill this in, and they would assume that you were a full UK citizen.

Whilst the rep sorted it out, this was the job of CS and the security department, who's incompetence almost lead to a customer incorrectly losing money.

What about other players in a similar position, perfectly legit, but registering from their current country of residence, but being a citizen of a different country?

The issue of expired cards also needs to be addressed. It should be obvious that it's perfectly legitimate for a player to no longer be in possession of these cards as banks always insist on their destruction or return. You would normally receive a letter from a card company if you cancelled the card altogether, but if a card is renewed, there is no letter to confirm the expiry of the old card, the delivery of the new one more or less serves the purpose.

These letters confirming account closure should be kept, especially if it's an account that has been used in the past to deposit at casinos. I have mine in a draw in my office. Another thing players should do is make a copy of all their cards, even if casinos are not asking for them. They should keep these scans even when the card has expired and account been closed. There have been a number of cases where players have suddenly been asked to supply these past cards, and having copies in an archive can make the process less painful. One can still decide to no longer play at said casino, but at least the money will have been retrieved.

There is a good chance that I could supply a scanned front and back of the card I last used in 2005

 

[gullcry]

So, what was the problem?

It seems that you got into trouble because you are resident in a foreign country, but registered with your current UK address and details. This would have made you appear to be a UK citizen, and so seeing a South African passport with the realisation that all along you were a national of another country must have spooked the security team.

The problem is, it's a question they just don't ask on registration. They want your CURRENT address and details, and as someone with indefinite leave to stay in the UK, you would correctly fill this in, and they would assume that you were a full UK citizen.

Whilst the rep sorted it out, this was the job of CS and the security department, who's incompetence almost lead to a customer incorrectly losing money.

What about other players in a similar position, perfectly legit, but registering from their current country of residence, but being a citizen of a different country?

The issue of expired cards also needs to be addressed. It should be obvious that it's perfectly legitimate for a player to no longer be in possession of these cards as banks always insist on their destruction or return. You would normally receive a letter from a card company if you cancelled the card altogether, but if a card is renewed, there is no letter to confirm the expiry of the old card, the delivery of the new one more or less serves the purpose.

These letters confirming account closure should be kept, especially if it's an account that has been used in the past to deposit at casinos. I have mine in a draw in my office. Another thing players should do is make a copy of all their cards, even if casinos are not asking for them. They should keep these scans even when the card has expired and account been closed. There have been a number of cases where players have suddenly been asked to supply these past cards, and having copies in an archive can make the process less painful. One can still decide to no longer play at said casino, but at least the money will have been retrieved.

There is a good chance that I could supply a scanned front and back of the card I last used in 2005

They wanted copies of past cards because of potential charge back issues (something I was not aware of.)

I don't know why their security department were unaware that one of my cards had expired or if they were aware, how they can then expect a scan of it. This what really angered me the most as nobody there would acknowledge the card was expired.

But Wim has admitted this was handled badly and I accept his apology.

 

[quber]

I haven't lived in the UK since 1985 but still have a UK passport and never had any issues.

Oh and Happy Birthday to me, 10 years at Casinomeister Doesn't time fly?