is this reasonable?

[happygobrokey]

last week i made a deposit of 50 by canadian bank issued visa credit card at a casino yet to be named. i take no bonus. i play some cards and accrue a win of $300. at this point i lock in a payday of 200 and play away the other hundred. just now i got an email saying:

We have received your withdrawal request for the total amount of $200.00 together with your preferred payment method of Moneybookers. Unfortunately, as stated in our Casino Policy, if you deposited using Credit Card, then you must withdraw your initial deposit using Bank Draft. In line with this, you will have to withdraw $50 either via Bank Draft or VISA and the subsequent amount through Moneybookers. We will wait for your confirmation regarding this matter and as soon as we have received feedback from you, we will immediately forward your withdrawal request to our Finance Department for processing.

Please be advised that Withdrawal Transactions using Bank Draft will take 11-22 business days upon the making of the request.

Kindly affixed your signature on the space provided for deposit transaction verification. We will need you to print and send us the scanned copy of this email with your signature.

i've done the print and scan form before once already, along with id and credit card scans and possibly c/c statement. i've been paid to moneybookers twice before already (and deposited with moneybookers at least once as required before being allowed to use it to withdraw). is this acceptable behaviour? i'm sure their t&c probably does say they can require me to accept payment any way they choose, but when they've already accepted and returned money via moneybookers, for some reason now they question the integrity of my identity?

and if the email had said "we require you to pick it up by hand in mongolia", i suppose the t&c would bind me to that? what i can't get over is that they paid me $1k just the other week to moneybookers, and more likely than not i used my visa then too, and even if not i have made numerous deposits using both visa and moneybookers. they were cool with letting me deposit so much however i wanted (well c2p wouldn't work but meh i'm not big on it anyhow) and they were cool to pay me a grand two weeks ago, but now this 200 is looking shifty to them?

why, because i played crazy before and zeroed out more than a $2k balance once? because i gambool it up and turned my last 50 back into 1k? because i didn't do that with this deposit and banked a paltry quadruple-up instead of the usual add a zero to the end or bust? because i didn't wager 10k in the session? i've gambled for 100 a hand there and busted a 2k win from 100 deposit and they wanna hassle me over 200.

i could see if they were required to pay up to the amount of the deposit back to the original method, in this case visa, but for it to be mandatory to process c/c deposits out to some other stipulated method? sounds a bit off to me. i feel like waiting for their bank draft, wiping my ass with it, and mailing it back to them 11-22 days later (would the envelope expand in that time from the festering turd gases?). i'm just edgy right now, this seems like a heavy bureaucracy, and if they were really interested in my safety, i wish they wouldn't require me to send images of personal documents over the internet (and don't say fax because that technology is dead like eight-track and latin) each time i withdraw. even if it's only a form this time, it still uses my name, signature and most of my c/c#.

i like the casino, because they run a fast reliable software, support is always available and attends to you, they allow moneybookers (indeed this does influence me to play there over another casino on the same software that i enjoy) and most importantly i like it because


this is an accredited casino.


so who's being unreasonable, me for whining like this or them for such red tape over a small sum compared to the deposits/action/cashouts from before? is there a resolution to this? do i need to come out with their name? i will return their email now and look up their rep to pm him/her. just thought i should mention this, because to me it's disappointing and i want to know if the "we'll pay how we choose" is really warranted in this case.

 

[happygobrokey]

13 views and no responses? was the post so long you all gave up?

 

[Rusty]

I am waiting to se what response you get from CS or your PM.
It could just be a genuine mixup.
It does seem very odd that a flag has been raised on your account if they have payed you more before without problems and you have already verified your account with documentation.
If it is not a genuine mistake then it is totally unacceptable but not untypical I am afraid.
There is a very long list of Casinos that have ridiculous ID verification demands and/or stupidly long processing times for payments.
Unfortunately IMO some of these are on the accredited list but through experience I would no longer touch them with a 10ft bardge pole.
That is just my personal view but in the end you are the customer so it really only matters if you think the service is acceptable or not.
One thing that is for sure though is that if the customer accepts shoddy business practices or second rate customer service they will continue to receive it.
Keep us informed and good luck

 

[happygobrokey]

after about five emails back and forth (support was very prompt with this, each answer was within approximately an hour, a definite plus that i mentioned in the OP), i've discovered some things. it seems i was mistaken in having sent the print and scan form; i must have had it confused with another casino on the software using the same colour scheme that implements the same procedure (seriously what are the odds). and they claim that i've only withdrawn once and the winnings that time were generated from a moneybookers deposit so the print and scan form didn't apply. but they also said that they do require documentation for a first withdrawal yet they claim they don't have a scan of my visa. but i know i would have sent it with my id since i thought my win was from a credit card deposit and besides that i used the visa almost every time to deposit so i was sending it in case of a future withdrawal.

and i swear i've made two cashouts there. i probably reversed and spun it away in a fit of drunkenness one night. no biggie, but still they have paid me to moneybookers without any documentation. i think i'm gonna have to roll over and take their terms, but first i am going to ask it reversed back to my balance and go double or naught. then i will capitulate to all the red tape to get my money if i win. then i will never play there again. or at least make sure i use moneybookers to deposit. and when i use credit card i guess i have to play at a different casino on the same software which i frequent monthly or weekly because they sometimes give out free cash once a week, where i can withdraw back to my visa card (getting rare these days, no?) and no id necessary.

i just edited this post to eliminate all the references to the software platform and other markers that would identify it. maybe by the original email quote you can tell which provider it's from, but only if you;ve had this experience before. anyway i don't think it's necessary to name them since there were some clerical errors in my memory. i still object to the strict rules, but i guess "they retain the right"... i've lost my deposit so many times there and then cashed out at least once, and gave a ridiculous amount of action, for me probably the most for any one casino except maybe 32red or intercasino over the long term. but at the place in question it has only been for a couple months i am playing there. it's just a bummer. oh well. i'm sure i can get along fine with or without them.

 

[vinylweatherman]

This is a Bullsh1te term, even though it's there. Bank Draft is about the WORST withdrawal method out there, and the whole idea of the webwallet for casino transactions was to get around this.
The only real requirement most casinos stipulate is that, where possible, the deposit is refunded to the original depositing method. VISA is tricky, as most casinos cannot refund back (or claim they can't), however those that do will nearly always refund at least the deposit to the card, and the rest by the chosen method.
Since you have received one prior withdrawal to Moneybookers, and have made several deposits from there, all that would be needed would be a full set of documents, and a scan of the card (since they say this is the first time a card deposit has generated winnings).
You should tell them to refund the original 50 to VISA/Bank Draft, and then tell them they will have to wait "up to 22 working days" to receive another deposit from you.
It would be interesting to other players to name the casino, not because they are necessarily "bad", but to allow others to avoid using their VISA cards here, in order to have all payouts done to their webwallets.

 

[Rusty]

What gets me about this is that they are happy to take as many deposits as you make without a care about where the money is coming from or if you are a fraudster.
Yet as soon as they have to payout they are suddenly incredibly keen to prevent fraud and all this is for your own protection of course.
What a crock of Shit.
There was me thinking fraudsters wanted to take money out of your account and not deposit into it.
As for not being able to refund to credit card, why not?
Many Casinos do it, is it just a certain credit card or just US?

I guess a lot Casinos don't feel the need to invest in good customer relations because there is little brand loyalty in the market.
Some of the better managers see the reverse of that argument.

It would be poetic justice if you win big now Happy,

 

[happygobrokey]

ok i will name them, it isn't as though they've never been chided here before. it's tila casino. up until this hiccup i thought they were terrific. well, their chat was a little useless explaining withdrawals too, for instance i won a crapload on the signup and wanted to "bank it" as a bank draft withdrawal until such time as i could make a min deposit with moneybookers and lose it so that i could make it available as a cashout option. they could never seem to understand what i meant. i wanted to preserve my win on the signup, and reverse that amount to withdraw it to moneybookers within the next few days after depositing and playing from moneybookers.

they could never properly answer that for me, and bank drafts being so gay i continued pressing my luck up to 2500 and down to 0 again. so now months later, after having successfully withdrawn using moneybookers, one would be shocked that he couldn't withdraw his money the next time for one-fifth the amount and using the same method. arggh. and especially when i have played over $100k in bets there, you'd think i'd get some vip treatment and preferred fast withdrawals to methods i choose. oh well. i think tila's loss will be totesport's gain, from me at least.

 

[vinylweatherman]

ok i will name them, it isn't as though they've never been chided here before. it's tila casino. up until this hiccup i thought they were terrific. well, their chat was a little useless explaining withdrawals too, for instance i won a crapload on the signup and wanted to "bank it" as a bank draft withdrawal until such time as i could make a min deposit with moneybookers and lose it so that i could make it available as a cashout option. they could never seem to understand what i meant. i wanted to preserve my win on the signup, and reverse that amount to withdraw it to moneybookers within the next few days after depositing and playing from moneybookers.

they could never properly answer that for me, and bank drafts being so gay i continued pressing my luck up to 2500 and down to 0 again. so now months later, after having successfully withdrawn using moneybookers, one would be shocked that he couldn't withdraw his money the next time for one-fifth the amount and using the same method. arggh. and especially when i have played over $100k in bets there, you'd think i'd get some vip treatment and preferred fast withdrawals to methods i choose. oh well. i think tila's loss will be totesport's gain, from me at least.

That sounds a bit "rogue" to me, that they strung you along until you lost your initial 2500 win because they would not give you a proper answer. This is highly unusual behaviour for an accredited casino, but is common among the less reputable, and is a deliberate tactic to make withdrawing such a pain that you keep playing and lose it back to the casino.
You have the correct attitide, playing elsewhere. Pity you didn't apply this sanction earlier and take the bank draft & then tell them they will be waiting 21 days, plus a further 7 due to that odd little Playtech rule (cannot claim a bonus if you have recently withdrawn) for you next deposits, while in the mean time you will be playing elsewhere.
If they had any business sense, they would see the tactic had backfired, and would suddenly be more responsive to your questions. This is one reason to have a number of accounts, don't let any one casino take you for granted. As us Brits know, customer loyalty is a weakness to be exploited by the company involved, whereas customer mobility makes the company work hard to prevent you going elsewhere.

 

[happygobrokey]

yeah to lower petrol prices apparently we're supposed to boycott the largest gas providers to make them lower their prices to stay competitive.

 

[misterEP]

some t & c really suck ass