HI - Problems with Royal Vegas

unlucky

Dormant account
PABaccred
This is m,y first day here,I never been on any forums before,so if I make mistakes please forgive a senior citizen.I joined because I read that this site helps guys like me who dont have anybody
to turn.I will explain my predicament,without naming the casino to-day but if I dont get results by to-morrow,I will name the casino and the country that issued their licence.It started on 28th DEC.2012 ,18 days ago when I withdrew my winnings,I dep.$100 and withdrew $540,they asked for an ID and which I sent with a bank statement showing my address,and chose by courier check.Aftre two days,I received an emailsaying,we finalized your withdrawal,so I logged in my account,and a warning sign,telling me that they need the two documents,and they put the money back in my account,so I had to withdraw again,this B.S. happened four times already,I'll expect to find another to-morrow.Yesterday I changed from check to SWIFT with a charge of $35
I dont mind the $35 as long as they pay up.For us Canadians we have free echeck to deposit and withdraw,its very convenient,by the way I deposited with echeck,so al this thing about documents its all BS,i played at so many casinos that use echeck,they dont ask for anything and charge nothing when you withdraw.This casino I have the dispute,is one of a group of casinos
which its sad to say ,my wife and I lost so much money over the years,that's loyalty for you.I filed a complaint to the country that issued their licence,I sent the emails that I sent the casinoand the documents that i sent to the casino aalso,telling them to send them themselves so the casino dont have the excuse that they did not receive the docs.i never received a responce to this day.If you have a dispute the Kanawki,I cant remmeber how its written,anyway they are the Indian Band in Montreal Canada ,they slve an issue in three days,very helpful.By the way the country that issued the licence is my country,speaking of helping a fellow countryman,that really hurts.I am not a big gambler,I just play penny slots at 30 cents a shot.Iplay because of boredom,not because I'm hooked.I hope I did not bore with a long story,but its for everyone interest to know what kind of garbage are out there.I'll keep you posted.
 

Tirilej

Still a Lady
CAG
MM
Hi unlucky and welcome to CM:thumbsup:

This is a place where you introduce yourself and we says hi.
Not everyone is reading these threads, so my advice is that you start a new thread in the complaint section of the forum, and I'm sure you will get some advice or at least response to your problem :)
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
This is m,y first day here,I never been on any forums before,so if I make mistakes please forgive a senior citizen.I joined because I read that this site helps guys like me who dont have anybody
to turn.
Not actually a "mistake", but a lot of people wont like the way you wrote your post and may not even bother reading it.
Looks like you copied & pasted it from another source...?

1st thing is always leave a space after a "." or ",".
Hit return after every 1-3 sentences, sometimes twice to create paragraphs.

Not telling you off :p just explaining a better way to get your message across.

This is how I would have written your post:
This is my first day here, I've never been on any forums before, so if I make mistakes please forgive a senior citizen. I joined because I read that this site helps guys like me who dont have anybody to turn to.
I will explain my predicament without naming the casino today but if I dont get results by tomorrow, I will name the casino and the country that issued their licence.

It started on 28th DEC.2012, 18 days ago when I withdrew my winnings: I dep. $100 and withdrew $540,they asked for an ID and which I sent with a bank statement showing my address, and chose by courier check. Aftre two days I received an email saying "we finalized your withdrawal", so I logged in my account, and a warning sign telling me that they need the two documents and they put the money back in my account.
So I had to withdraw again. This B.S. happened four times already, I'll expect to find another to-morrow.
Yesterday I changed from check to SWIFT with a charge of $35

I dont mind the $35 as long as they pay up. For us Canadians we have free echeck to deposit and withdraw,its very convenient, by the way I deposited with echeck, so al this thing about documents its all BS, i played at so many casinos that use echeck, they dont ask for anything and charge nothing when you withdraw... etc
You don't make clear whether you sent the additional documents they are asking for or not.
You WILL have to send the required documents, or you are VERY unlikely to get paid. This rule applies at most casinos.

Welcome to the forum and good luck! :thumbsup:
KK
 

unlucky

Dormant account
PABaccred
Not actually a "mistake", but a lot of people wont like the way you wrote your post and may not even bother reading it.
Looks like you copied & pasted it from another source...?

1st thing is always leave a space after a "." or ",".
Hit return after every 1-3 sentences, sometimes twice to create paragraphs.

Not telling you off :p just explaining a better way to get your message across.

This is how I would have written your post:

You don't make clear whether you sent the additional documents they are asking for or not.
You WILL have to send the required documents, or you are VERY unlikely to get paid. This rule applies at most casinos.

Welcome to the forum and good luck! :thumbsup:
KK
First off I did not copy it from somewhere else.if I made stupid mistakes,it was my first time in a forum,I was so upset with what happened with the casino,I wanted to get it off my chest quickly.I am not as bright as you,I am 74 years old who does not have the experience on the forums.Did I forget to mention that I sent the documents twice,sorry about that,I sent my photo ID health card a bank statement showing my address.They said that they did not receive them,so I sent them again.To-day I filed a complaint at this site,meantime as I predicted yesterday that I would receive,WE FINALIZED YOUR WITHDRAWAL
I logged in to my account and found the money back in my account,so for the fifth time I withdrew the funds again.To-day I found out that they cant accept my health card, after lying that they did not receive the docs.and 18 days later,now its the health card,which by the way it was accepted before at their casinos.I dont
have a driver's licence,
Just to let you know,I deposited with echeck and withdrew through SWIFT,because they dont have echeck to withdraw,they are crafty,because when you use Swift there is a charge of $35.Now casinos that use echeck to dep.and withdraw,first there is no charge,no demands of docs.and convenient for the player and the casino,its done instantly.I wish to name the casino and the issuer of their licence,but I dont know if I break any rules of the forum,now that I filed a complaint.
 

Tirilej

Still a Lady
CAG
MM
First off I did not copy it from somewhere else.if I made stupid mistakes,it was my first time in a forum,I was so upset with what happened with the casino,I wanted to get it off my chest quickly.I am not enlithened like you,I am 74 years old who does not have the experience on the forums.
We all know it wasn't that easy in the beginning:)

I read on your profile that the casino is Royal Vegas.
They are accredited here and they have a Rep in this forum.

http://www.casinomeister.com/forums/members/fortunelounge.html

Send him a private message and ask if he can help you.
 

unlucky

Dormant account
PABaccred
We all know it wasn't that easy in the beginning:)

I read on your profile that the casino is Royal Vegas.
They are accredited here and they have a Rep in this forum.

http://www.casinomeister.com/forums/members/fortunelounge.html

Send him a private message and ask if he can help you.
Dear friend thank you for answering,so you know,I thought that I did not mention the casino.So it is and they are no longer with Kahnawake
they are issued their licence in Malta,their should be a correction on the microgaming accredited casino page,from Kahnawake to Malta.I counted 20 casinos with Malta and now there are four more Fortune Lounge casinos.My advice to you is to avoid these 24 casinos,because you want get help from Malta.I am ashamed to be a Maltese citizen ,I live in Toronto,I sent them nine emails and they never took up my complaint,they did not help a fellow countryman.This why Fortune Lounge changed licences,so they screw people ,knowing they have their blessing from the corrupt government of Malta.On the other hand Kahnawake is very serious when it comes to disputes,they respond quickly
and resolve a query in three days,they helped me twice.Thank you for your suggesting to get in touch with their rep.I actually sent him an email and the guy replied and repeated like a parrot the same BS I've been told by casino support,that they cant accept my photo
government issued ID,they want a driver's licence which i dont have I am 74 years old.
 

maxd

Complaints (PAB) Manager
Staff member
@unlucky: I have moved your thread here since it is a complaint and not really an intro post.

I have also received and am working on your Pitch-A-Bitch (PAB). Please note that you are expected to not post regarding your PAB issue until I have done with it. This is clearly stated in the Pitch-A-Bitch FAQ (
You do not have permission to view link Log in or register now.
) which I assume you have read since you stated in submitting your PAB that you had done so.

You are STRONGLY advised to read that FAQ: you have responsibilities in this process too, age notwithstanding, and if you continue to ignore the guidelines of the PAB FAQ then things will not go well.

Please acknowledge that you understand the above, that you have read the FAQ and that you will henceforward comply with the guidelines therein.
 

fortunelounge

Dormant account
@unlucky: I have moved your thread here since it is a complaint and not really an intro post.

I have also received and am working on your Pitch-A-Bitch (PAB). Please note that you are expected to not post regarding your PAB issue until I have done with it. This is clearly stated in the Pitch-A-Bitch FAQ (
You do not have permission to view link Log in or register now.
) which I assume you have read since you stated in submitting your PAB that you had done so.

You are STRONGLY advised to read that FAQ: you have responsibilities in this process too, age notwithstanding, and if you continue to ignore the guidelines of the PAB FAQ then things will not go well.

Please acknowledge that you understand the above, that you have read the FAQ and that you will henceforward comply with the guidelines therein.
I did receive a PM from "unlucky" and we sent him a mail on Friday explaining that we do not accept Ontario Canadian Health Cards as identification. Apart from the fact that he has been quite abusive in his PM to me he insists that we have accepted these cards as identification before which we never have.

We are awaiting a response from "unlucky" to the mail our Head of Player Security sent him on Friday.
 

Jasminebed

Grumpy old gal
I'm in Ontario also unlucky, and the Health Card is not accepted as ID most places, in fact OHIP does not want it used as ID. You can't get a bank account with it, use it as ID to pick up a Western Union, or most things that require ID. It used to be accepted some places that it is now not accepted.

There is finally an ID card for Ontario, it's only been available a little over a year. You can get it at Service Ontario and here's a link to the government webpage:
You do not have permission to view link Log in or register now.


Of course, if you have other photo ID like a Canadian Citizenship card, or your passport (if Maltese, with your landed immigrant papers), you wouldn't have to wait to receive the card, or even apply.

Fortune Lounge is a pretty good group IMO and have a good rep. I hope they can help you swiftly, but know that you can get ID short of the expense of a passport.

Even if Fortune Lounge accepts other proof of identity, you might find you get other ID requests if you play online.
 

vinylweatherman

You type well loads
CAG
MM
I'm in Ontario also unlucky, and the Health Card is not accepted as ID most places, in fact OHIP does not want it used as ID. You can't get a bank account with it, use it as ID to pick up a Western Union, or most things that require ID. It used to be accepted some places that it is now not accepted.

There is finally an ID card for Ontario, it's only been available a little over a year. You can get it at Service Ontario and here's a link to the government webpage:
You do not have permission to view link Log in or register now.


Of course, if you have other photo ID like a Canadian Citizenship card, or your passport (if Maltese, with your landed immigrant papers), you wouldn't have to wait to receive the card, or even apply.

Fortune Lounge is a pretty good group IMO and have a good rep. I hope they can help you swiftly, but know that you can get ID short of the expense of a passport.

Even if Fortune Lounge accepts other proof of identity, you might find you get other ID requests if you play online.
This makes a real mess of the ID requirements, which usually state "government issued ID". Since the new scheme has been around only for a year, it is rather harsh to not have a grace period whilst the new regime gets going. Lots of perfectly ordinary law abiding people are being treated as "criminals" because governments and financial businesses can't get their acts together on this. It is even worse in the UK. Plans for a standardised ID card were dropped, and now we have a whole range of different formats of ID floating around because each is issued by a different body for it's own set of requirements, and there is no one standard of ID card that covers everyone in the UK.

Like the health card, the Drivers License is also not an ID card, it, like the health card, is used as a proxy for a national ID card, but of course is only available to qualified drivers. Those in their 70's and 80's are often asked to consider whether they still feel they are competent drivers, and are encouraged to surrender their license if in doubt. Unfortunately, they find they may have also surrendered their right to exist in mainstream financial society because their license was their ONLY government issued photo card.

Unfortunately, it is often found out too late that an ID card is needed, and that the one you thought you had is no longer any good.

Government officials just don't live in the same world as us, they don't see that there is a problem in the first place. This is, of course, down to them having some pretty robust security checks because of their job, and then being issued with premium ID documents so that they can travel the world as part of that job, all at the taxpayers expense. No-one would dream of telling our PM that his parliamentary ID card was "no good", and chucking him off their premises (except perhaps a Scottish business;) )

It is known that there exists a financial underclass in the UK of the poorest people who don't have any of the documents that come from being part of mainstream society. The solution has NOT been to introduce a scheme whereby they have a means to prove their identity, but instead to bully banks and businesses into relaxing their requirements to create "second class" products and services for them such as the basic bank account. The basic bank account was NOTY for their benefit at all, it was designed so that there was a way for ALL benefit claimants to be FORCED into having payment made direct to the bank, rather than in cash from the post office. The government's motive was to save a fortune, and have an excuse to close loads more local post offices because "no one used them any more".
Of course, they cannot bully non-UK businesses, and this is why certain classes of UK player have such problems with the online casinos when they are suddenly faced with proving their ID to the high standards of the financially included classes.

This issue has been around for years, yet it seems zero progress has been made in including those who don't drive, don't travel, and are not working for the government (who would issue them with government photo ID work passes for security reasons). The necessary information is all there on databases, and CAN be robustly verified, and IS so when it comes to people getting their first job, drivers license, or passport.
 

dionysus

can turn wine into water
CAG
MM
I'm in Ontario also unlucky, and the Health Card is not accepted as ID most places, in fact OHIP does not want it used as ID. You can't get a bank account with it, use it as ID to pick up a Western Union, or most things that require ID. It used to be accepted some places that it is now not accepted.

There is finally an ID card for Ontario, it's only been available a little over a year. You can get it at Service Ontario and here's a link to the government webpage:
You do not have permission to view link Log in or register now.


Of course, if you have other photo ID like a Canadian Citizenship card, or your passport (if Maltese, with your landed immigrant papers), you wouldn't have to wait to receive the card, or even apply.

Fortune Lounge is a pretty good group IMO and have a good rep. I hope they can help you swiftly, but know that you can get ID short of the expense of a passport.

Even if Fortune Lounge accepts other proof of identity, you might find you get other ID requests if you play online.
FTR, its the ID ive used at EVERY casino
 

Jasminebed

Grumpy old gal
Until I obtained a passport a little more than a year ago, my health card was accepted also. Although I was asked for additional proof in the form of me holding my OHIP card at one point, and I routinely tossed that scan in for good measure.

Because I'd been caught up in additional ID requests, and another forum member who also didn't drive or get a passport, I did try to have documents accepted before depositing most times.

For a long time businesses couldn't ASK for your health card as ID, but could accept it if you offered it. If you lack other government issued photo ID, you will encounter difficulties opening a bank account. I was recently able to vouch for an elderly man (father of a friend of mine) who lacked driver's licence or passport as having known him for 10 years since I was a customer in good standing at my bank, together with his other documentation. His veteran's card wasn't acceptable, nor his OHIP. They would not accept his expired driver's licence or passport. Nothing else had a photo.

Don't close your bank account in a huff unless you have the ID to open a new one if you live in Ontario.
 

vinylweatherman

You type well loads
CAG
MM
FTR, its the ID ive used at EVERY casino
This just shows how this whole thing seems to run on "guesswork", rather than a proper framework of standards and protocols. No matter what ID players have, and how often it has been accepted in the past, they can suffer an "out of the blue" rejection and find they are not prepared to deal with it. What is the player supposed to think, that everybody else has got it wrong, or ONE place has got it wrong and the rest are right.

I can't see what is wrong with this card, it is government issued, and has a photo of the holder. It is issued for a purpose other than proving ID, but there again, so are the others, the driving license is proof of abilty to drive, not proof of ID. The passport is a travel document, not necessarily a proof of ID. Only border control have the full set of tools to validate a passport that is presented to them. Everyone else is merely judging the photo in the documents against the person bearing it, along with any other obvious information that may be present on the document.

Even if the Canadian government say it isn't intended to be a proof of ID, it has no bearing on online casinos that operate from offshore. As far as the Canadian government are concerned, these offshore casinos are operating without permission, and shouldn't be taking players, let alone arguing the toss over ID documents.

In the US it is even worse. The casinos are picking and choosing which laws to obey and which to ignore. They OBEY the KYC requirements, yet IGNORE UIGEA, even to the extent of conspiring with the criminal elements in the processing community to circumvent UIGEA.
 

dionysus

can turn wine into water
CAG
MM
This just shows how this whole thing seems to run on "guesswork", rather than a proper framework of standards and protocols. No matter what ID players have, and how often it has been accepted in the past, they can suffer an "out of the blue" rejection and find they are not prepared to deal with it. What is the player supposed to think, that everybody else has got it wrong, or ONE place has got it wrong and the rest are right.

I can't see what is wrong with this card, it is government issued, and has a photo of the holder. It is issued for a purpose other than proving ID, but there again, so are the others, the driving license is proof of abilty to drive, not proof of ID. The passport is a travel document, not necessarily a proof of ID. Only border control have the full set of tools to validate a passport that is presented to them. Everyone else is merely judging the photo in the documents against the person bearing it, along with any other obvious information that may be present on the document.

Even if the Canadian government say it isn't intended to be a proof of ID, it has no bearing on online casinos that operate from offshore. As far as the Canadian government are concerned, these offshore casinos are operating without permission, and shouldn't be taking players, let alone arguing the toss over ID documents.

In the US it is even worse. The casinos are picking and choosing which laws to obey and which to ignore. They OBEY the KYC requirements, yet IGNORE UIGEA, even to the extent of conspiring with the criminal elements in the processing community to circumvent UIGEA.
Essentially, the reason we aren't to use it as ID is that the numbers to the card are on the front, and identity theft is too simple. Banks won't take it and most places for credit checks, because they would have to enter the number in their files, which they cannot (are not supposed to).
But realistically, as photo ID we use it everywhere, since it's Govt issued (bars, casinos, stores, beer and liquor stores) and has our photo, D.O.B. and issuing date right on the front. It's a piece virtually everyone owns, whereas many people neither have a passport nor drive.
 

Nifty29

Dormant account
This just shows how this whole thing seems to run on "guesswork", rather than a proper framework of standards and protocols. No matter what ID players have, and how often it has been accepted in the past, they can suffer an "out of the blue" rejection and find they are not prepared to deal with it. What is the player supposed to think, that everybody else has got it wrong, or ONE place has got it wrong and the rest are right.

I can't see what is wrong with this card, it is government issued, and has a photo of the holder. It is issued for a purpose other than proving ID, but there again, so are the others, the driving license is proof of abilty to drive, not proof of ID. The passport is a travel document, not necessarily a proof of ID. Only border control have the full set of tools to validate a passport that is presented to them. Everyone else is merely judging the photo in the documents against the person bearing it, along with any other obvious information that may be present on the document.

Even if the Canadian government say it isn't intended to be a proof of ID, it has no bearing on online casinos that operate from offshore. As far as the Canadian government are concerned, these offshore casinos are operating without permission, and shouldn't be taking players, let alone arguing the toss over ID documents.

In the US it is even worse. The casinos are picking and choosing which laws to obey and which to ignore. They OBEY the KYC requirements, yet IGNORE UIGEA, even to the extent of conspiring with the criminal elements in the processing community to circumvent UIGEA.
On the flipside, given that it is common sense that all online casinos aren't owned by the same person, it would also be common sense to assume that not all casinos will have identical ID requirements.

Hence, if one has only one form of ID, one should enquire and confirm that it will be accepted. Other players do it, and I can't see why it is such a problem for those who don't have drivers licences etc to ask before they play.

There will never ever be across the board protocols, so it is a waste of time going on about it. The UK is no going to produce an ID card just because a few citizens find it hard proving their identity to some overseas casino.


As an aside, IMO, any member here who is rude and disrespectful to a forum rep in public or in private should have their PAB cancelled and be shown the door. There is no excuse for it.
 

Balthazar

The Governor
I'm in Ontario also unlucky, and the Health Card is not accepted as ID most places
That's weird.
Here in Quebec the Health Insurance Card is one the the two (along with driver's license) "accepted everywhere" government issued ID. They will ask for it if you open a bank account, etc.
 

GrandMaster

Ueber Meister
CAG
It is known that there exists a financial underclass in the UK of the poorest people who don't have any of the documents that come from being part of mainstream society. The solution has NOT been to introduce a scheme whereby they have a means to prove their identity, but instead to bully banks and businesses into relaxing their requirements to create "second class" products and services for them such as the basic bank account. The basic bank account was NOTY for their benefit at all, it was designed so that there was a way for ALL benefit claimants to be FORCED into having payment made direct to the bank, rather than in cash from the post office. The government's motive was to save a fortune, and have an excuse to close loads more local post offices because "no one used them any more".
Of course, they cannot bully non-UK businesses, and this is why certain classes of UK player have such problems with the online casinos when they are suddenly faced with proving their ID to the high standards of the financially included classes.

This issue has been around for years, yet it seems zero progress has been made in including those who don't drive, don't travel, and are not working for the government (who would issue them with government photo ID work passes for security reasons). The necessary information is all there on databases, and CAN be robustly verified, and IS so when it comes to people getting their first job, drivers license, or passport.
Correspondence from the DWP is an acceptable proof of identity for opening bank accounts (any kind of bank accounts), so the elderly, the poor and the disabled are fine in this respect. The point of a basic bank account is that it does not come with any kind of credit facility (including overdraft or the now obsolete cheque guarantee), so there is no need for a credit check.

As for the post offices, I am delighted that they are not used any more to pay benefits. I remember the time when on certain days of the week you could not use the post office for its intended purpose, i. e., sending letters, because it was full of people collecting whatever benefit was paid on that day.
 

vinylweatherman

You type well loads
CAG
MM
Correspondence from the DWP is an acceptable proof of identity for opening bank accounts (any kind of bank accounts), so the elderly, the poor and the disabled are fine in this respect. The point of a basic bank account is that it does not come with any kind of credit facility (including overdraft or the now obsolete cheque guarantee), so there is no need for a credit check.

As for the post offices, I am delighted that they are not used any more to pay benefits. I remember the time when on certain days of the week you could not use the post office for its intended purpose, i. e., sending letters, because it was full of people collecting whatever benefit was paid on that day.
The UK has defined a list of what is acceptable proof of ID, but this does NOT help those playing online, or even doing business online. No amount of correspondence from the DWP will work online as it doesn't have a photo. The international rules that create the requirement for photo ID are at odds with how things are done in the UK, and the UK government takes the position that it is business that has to change it's procedures to match the government way of doing things.

The basic bank account was not the idea of the banks, in fact they resisted the idea as they didn't want these types of customer as they could not be sold any of the profit generating products such as loans, pensions, insurances, etc. Basic bank accounts were more or less forced on the major banks as the government had to get them made available so that they could ditch the Giro service for the payment of benefits.

The problem with long queues on benefit days has been replaced by one of no post office since the loss of revenue makes them less viable. The loss of revenue is solely down to the government stripping the post office of the big government contracts like benefit payments, TV licensing, etc. The government then use the decline in customer numbers to say that people no longer want to use their local post office, so they can be closed down. This is despite an INCREASE in use by those wanting to send letters, buy stamps, etc who were previously put off by long queues.

The issue I have with casinos is that the player who can't drive is powerless to come up with photo ID that they will accept, and they only have what the UK government has stipulated should be accepted by institutions as proof of ID, such as letters from the DWP, tax office, etc. Casinos are too hung up on the photo, and even though these other documents are credible government issued ones, accepted everywhere else in the UK, the casinos just don't accept this is the way things are in the UK.

The UK isn't a small market either, and it is also specifically targetted through high profile TV ads and sponsorship deals. With this in mind, casinos SHOULD be doing things "the UK way" when it comes to verifying customers. If they are not prepared to do things our way, they should stop advertising here.
 
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