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Casino Complaint king neptunes casino live chat, hilarious unless it was my money :-(

Discussion in 'Casino Complaints - Bonus Issues' started by Chameleon, Jun 4, 2011.

    Jun 4, 2011
  1. Chameleon

    Chameleon Banned User: PAB fraud PABnoaccred

    Occupation:
    tennis guide
    Location:
    London
    hello friends...
    so first, the technical details:
    on the 16/12/2010 i opened an account at
    king neptunes casino, made a deposit and enjoyed
    their 100% match bonus.
    i fulfilled the terms and conditions had a alot of luck
    and ended with a balance of 2031 poudns which i asked
    to withdraw right after.
    the casino asked me for documents (ID and utility bill) which
    i sent several times becasue they kept claiming they don't recieve them.
    i even attached two utility bills for them just so they can be happy...
    then suddenly they locked my account without a notice.
    from the livechat operator i found out they were supspecting the documents
    i supplied were falsified. i asked to speak with
    the managers but they refused to supply me with any other email
    address but the one of the general support. and told me that the
    decision is final and nothing can be done to unlock my account and pay me my winnigs.
    few days later i called them at the phone and then
    they told me i can send them another utility bill which i did but
    again they kept not replying to my emails.
    i went for the livechat again and this is the transcript of our conversation.
    judge it yourself...
    -------------------------------------------------------------------
    04 June 2011 09:02:23 PM (2011/06/04 07:02:23 PM - GMT)
    Welcome to Casino Support, SairaS will be right with you.

    SairaS:
    Thank you for contacting Casino Support and welcome to Live Help Facility. How may I assist you today?

    Elliott Smus:
    hello. i sent you a copy of my utility bill recently but haven't received an answear from you, could you please check if it arrived?

    SairaS:
    Hello Elliot, please allow me to check on that for you

    Elliott Smus:
    tnks

    SairaS:
    Elliot when did you send us the utility bill?

    Elliott Smus:
    i sent it to This email is not visible to you.

    Elliott Smus:
    on the 30/5

    SairaS:
    what was the Bill for?

    Elliott Smus:
    in order to unlock my account

    SairaS:
    your utility bill which organization was it from?

    Elliott Smus:
    Barclays, the bank

    SairaS:
    no we have not received that Elliot

    SairaS:
    was the size of your e-mail bigger than 3 mb?

    SairaS:
    if so it would not have come through our e-mail filter

    Elliott Smus:
    no

    Elliott Smus:
    it was a file of 265 KB

    SairaS:
    would you be able to send it through to us again Elliot?

    SairaS:
    you can send it to my e-mail address?

    SairaS:
    so i can keep an eye out for it?

    SairaS:
    personally?

    Elliott Smus:
    sure, i would love to since it is not the first time you don't receive email from me, it might be better this way

    Elliott Smus:
    what is your email address?

    SairaS:
    Elliot i am just chatting with the finance department regarding your account

    SairaS:
    please allow me a few moment

    SairaS:
    Ok Elliot our Finance department have actually said to me that we do not require any documentation from yourself

    SairaS:
    and that your account will remain locked

    SairaS:
    and will not be unlocked

    Elliott Smus:
    but you asked me for that

    SairaS:
    due to negative activity on your account the casino reserves the right to suspend your account

    Elliott Smus:
    look, i have never received any email from you regarding that, you don't replay to my email and the only way i hear that is by livechat, isn't it weird?

    SairaS:
    Elliot I am sorry that you have not received any correspondence regarding this, as per the casinos terms and conditions your account is now locked and will remain locked

    Elliott Smus:
    i would like to speak or write to the managers, is there a way to do that? it is very unacceptable the way you treat me

    SairaS:
    I am the manager on shift today Elliot

    Elliott Smus:
    you don't explain nothing and just lock my account without paying me 2000 pounds! do you consider that as a proper way to treat a client?

    SairaS:
    Elliot the reason why we initially requested the documentation form your self was for verification purposes, you were unable to provide is with satisfactory documentation when we initially requested them from you, and you were unable to comply with the terms and conditions of the casino.

    SairaS:
    you send us an e-mail around the 2nd of May and I at the time requested further information from you

    SairaS:
    and that was the 2nd of May and after that you are saying that you sent us a barclay's statement on the 30th of May?

    Elliott Smus:
    i don't recall that email from 2nd of may

    SairaS:
    i will copy and paste it to you in that:

    Elliott Smus:
    i can't find it in my sent items folder

    Elliott Smus:
    thank you for that

    SairaS:
    Dear Elliot,

    Thank you for your call earlier on today.
    Please send us a copy of your bank statement, or Utility Bill containing your name and your address on it. The statement has to be from within the last 3 months.
    If you have any further questions or queries, please do not hesitate to contact us.

    Thank you

    Kind Regards


    Saira S
    Casino Player Host

    Elliott Smus:
    one sec

    SairaS:
    Unfortunately Elliot the casino has made the decision to suspend your account

    SairaS:
    is there anything else i can assist you with today?

    Elliott Smus:
    i m sorry, i have just seen this email now

    SairaS:
    ok

    Elliott Smus:
    but what matter does it make?

    Elliott Smus:
    i have already sent you lots of documets before

    SairaS:
    the documents you have sent to us have not been approved

    Elliott Smus:
    and i sent another one a couple of days ago

    SairaS:
    I'm sorry Elliot we have not received any further correspondence from yourself

    Elliott Smus:
    so have a look at the last one if there is a need, just becasue i didn't notice the email and sent it by delay doesn't say nothing

    SairaS:
    Elliot regardless of the delay, or even if we had received your documentation your account will remain locked

    Elliott Smus:
    so i m sending it again right now, give me your personal email and see it right away!

    Elliott Smus:
    so why did you asked for documents at the first place?

    SairaS:
    at which incident today pr previously?

    Elliott Smus:
    i mean on the 2nd of may you asked for a utility bill, why did you ask it?

    Elliott Smus:
    if not to unlock my account?

    SairaS:
    because at that time I did not have to the casinos decision regarding the permanent closure of your account

    SairaS:
    your account is closed and unfortunately will not be opened

    Elliott Smus:
    ok, but what about my winnings?

    SairaS:
    your winnings have been confiscated

    SairaS:
    as per the violation of the casinos terms and conditions by the negative activity on your account!

    Elliott Smus:
    so that has got nothing to do with the doumcnets?

    SairaS:
    unfortunately i cannot discuss this matter further than i already have Elliot

    Elliott Smus:
    ok, don't discuss it but let me talk with someone who can

    SairaS:
    i'm sorry Elliot

    Elliott Smus:
    goodbye now Saira, tnks for all

    SairaS:
    you are most welcome

    ----------------------------
    sorry for the length.... i m not going to give up.
    are there any others of you who experienced the same attitude with them?
    Elliott
     
  2. Jun 4, 2011
  3. Repro

    Repro Dormant account PABnononaccred PABnonaccred

    Occupation:
    Financial
    Location:
    Netherlands
    They are part of the River Belle group and they ARE accredited.

    You can contact their rep HERE.
     
  4. Jun 4, 2011
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They get away with this because they are largely unregulated. You have no proper right to appeal the decision, nor even question whether they have made a mistake in the data they have on you.

    It is pretty easy to fake a utility bill, but also pretty easy to mistake a genuine one for a fake if it doesn't look like what they think a utility bill should look like.

    You could make a complaint to Barclays that your statement has been branded as a fake by an online merchant, and you can also complain now to Trading Standards. All you need to do is demonstrate to the bank and Trading Standards that you sent genuine documents, and the casino could find itself blacklisted for scamming customers by making false representation.

    You could even find out who their processor is, and serve them with a data disclosure request (costs £10). Most offshore casinos seem to use UK based processors and verification companies. Proccyber has been the main supplier of such services to MGS casinos when it comes to processing card transactions. You can identify the processor involved from the statement from your deposit method.

    Complaining to the regulator is a waste of time, since they have moved to Malta. This still leaves you with eCogra, and maybe even the PAB service - BUT both these options require that you do NOT go public and "bash" the casino before they have had a chance to deal with your request. You have overstepped the mark a little by naming them in your post, rather than just saying "this casino......." when asking for advice.

    You could PM Max and ask if he will accept your PAB on condition that you make no further posts about this here, nor on any other forum, and that you refrain from pressuring the casino to "give in" through making threats to CS about what you will do if they don't pay up.

    If you DO carry on posting, Max may kick your PAB to the curb, even if he agreed to accept it in the first place.

    If you DID try to get away with false documents, you will be "outed" here, and we will all be told that you tried to use this forum to get away with it.
     
    1 person likes this.
  6. Jun 4, 2011
  7. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    I also back in dec 2010 had a large withdraw coming from jackpot. It was just under20k
    They did ask me for updated docs. Did forward them off to find out that you must send each doc separate. Each one with your name date of birth and address account number.
    I also used 3 different utility bills. Once they did get those and was readable finally.
    I must give them credit on a sunday they paid me every hour 5k till it was paid in full.
    Just make sure they are within the 3 months of bills. I even sent off cable to show my computer on it and my cell phone bill where they call me from.
     
  8. Jun 5, 2011
  9. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    :thumbsup:
    The document complaint is a vaild one. As I've posted before they should not be asking for them by email and fax. (Leaves the door wide open for excuses, fruad.) They didn't receive your many emails, correct?. :eek:

    Everyone should know by whom is viewing their personal information, when it was viewed, approved or denied, for what reason and in real time.

    I created a site for this but I generally get that it's not in our business plan, whatever that means from OC's? I think that means we don't care.

    Other than complain about current document procedures, demand a better way! :)

    Anyhow good luck and I hope everything works out for you!
     
  10. Jun 5, 2011
  11. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    It once happened with me, but not in KN casino.

    I sent requested documents but because they were scanned on monochrome format, the quality was very poor and casino has denied them. I sent once again, now making a photo of every document and added a photo of ME, holding my ID so casino stuff could see the photo attached to the ID and be sure that I'm holding MY documents. No more questions were asked, and my documents were approved.

    I also would advise to request a confirmation message to prove they got your email.
     
  12. Jun 5, 2011
  13. mellakka

    mellakka Full Member PABnononaccred

    Occupation:
    work
    Location:
    Siam

    Elliott, did u receive any delivery messages when u first time try to send those docs?
    I did have similar situation from the past, when i try to send docs for same address i did receive :

    This is an automatically generated Delivery Status Notification

    THIS IS A WARNING MESSAGE ONLY.

    YOU DO NOT NEED TO RESEND YOUR MESSAGE.

    Delivery to the following recipient has been delayed:

    This email is not visible to you.

    Message will be retried for 2 more day(s)

    Technical details of temporary failure:
    The recipient server did not accept our requests to connect. Learn more at You must register/login in order to see the link.
    [mx.fakemx.net. (0): Destination address required]



    after several attempts :

    This is an automatically generated Delivery Status Notification

    THIS IS A WARNING MESSAGE ONLY.

    YOU DO NOT NEED TO RESEND YOUR MESSAGE.

    Delivery to the following recipient has been delayed:

    This email is not visible to you.

    Message will be retried for 1 more day(s)



    and finally :

    Delivery to the following recipient failed permanently:

    This email is not visible to you.

    Technical details of permanent failure:

    The recipient server did not accept our requests to connect. Learn more at You must register/login in order to see the link.
    [mx.fakemx.net. (0): Destination address required]


    My problem was i did try to send documents (ID and bill) they was to big together, so i send those in part.
    This is not explain why they have lock your account, but check out your email again.
     
  14. Jun 5, 2011
  15. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    A few years ago, several of the RB casinos locked me out for no reason whatsoever. I posted on this forum and was told by their rep that i was suspected of fraudulent activity. Though they refused to disclose more, they reopened my accounts though I must emphasise that they did not owe me a single cent at that time. Later on, I won 800 in a tourney and was paid promptly. IMO they are an honest group although I detest their insistence in not coming clean on why they locked my accounts unilaterally.
     
  16. Jun 5, 2011
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This shows they DO make mistakes, but refuse to admit that they are anything short of 100% perfect until their hands are forced.

    If you were not a member here, you would NEVER have managed to get past their mantra of "you are a fraud, decision is final".

    These mistakes, and the arrogant attitude of operators that they "never make mistakes" is why I often take the side of the player unless substantive evidence of wrongdoing emerges, such as a failed PAB and them being banned from the forum.

    It's the same with many businesses, and many businesses that think "we don't make mistakes" have made some major howlers, and had to be dragged kicking and screaming by even BIGGER "bullies" such as Trading Standards, MP's, the Financial Ombudsman, etc to the table for their serving of humble pie. Some top staff have even faced CRIMINAL charges as a result of their "mistakes" - Severn Trent water was a case in point.

    Business will ONLY look after their customers when they HAVE to, not because it is right. If they can wriggle out of spending money, they WILL.

    It seems that mere suspicion leads to a guilty verdict without right of appeal, yet when WE claim that we have spotted something "suspicious" about the activities of the businesses, we are told that we are being "unreasonable" in drawing conclusions of guilt from such unsubstantiated evidence.

    Many "suspect" that the evidence of our own eyes tells us that the games are not as random as they are made out to be, but we are told to "prove it beyond doubt" or stop making such ridiculous claims.

    Had the poker players done this, AP and UB would STILL be cheating, and getting away with it. Only determined pursuit of their suspicions built a body of evidence that could not be explained away by the operators, and led to them being "busted", but sadly getting off very lightly because of their power and influence.

    Players only have "power and influence" through force of numbers, and cooperation in looking at, and discussing, things that just don't look right.

    If online operators want us to trust them, they need to show a willingness to trust us as a collective body of customers, and stop looking for opportunities to screw us over when we make minor slip-ups, and claim it is because we as a group harbour a large number of hardened fraudsters, and should simply put up with the fact that the innocent should sacrifice themselves for the good of the OPERATORS.

    Even though we know the US argument for prohibition was a load of BS, the behaviour of some operators merely corroborates some of these BS claims that the DoJ tried to use to justify their efforts to rid the world of this industry.
     
    3 people like this.
  18. Jun 5, 2011
  19. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Excellent post, vinyl! :thumbsup:

    I will print it out and and put on the wall at my workplace.
     
    1 person likes this.
  20. Jun 6, 2011
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    (C) :D

    I would also add that OPERATORS as a group also "harbour a large number of criminals and rogues", yet will have a "hissy fit" when players suggest that a particular one of them might be a member of this rogue class, rather than one of the honest one. Can they not understand that an honest PLAYER is also likely to have a "hissy fit" when the operator tells them "we suspect you have tried to defraud us", or even worse "you are a proven fraud - you money is confiscated, now **** off".

    Players don't have extensive training to deal with this situation, something that business staff DO, so players are more likely to "fly off the handle" than deal with the false accusation in a controlled manner, as is more lilely when a business has to deal with such an accusation.

    The tendency of operators to hide behind "no comment" when the heat is turned on them does nothing to assure us that the accusations are false, if anything it makes it look even MORE credible that the accusations are true, at least in part.

    If a PLAYER clams up when being asked questions about their ID, and validity of their documents, operators take this as an instant confirmation of their guilt.
     
    2 people like this.
  22. Jun 6, 2011
  23. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    IMO trust is irrelevant when it comes to the crunch.

    It is not at all unreasonable for an operator to require photo ID and some other corroborating document, plus copies of any cards used.

    Can you imagine how much fraud would occur if the casinos backed down on the photo ID requirement in general? Anyone can send in dodgy written documents, but it's much tougher to do so with a photo ID issued by Governments.

    The only problem with photo ID seems to be with UK players, and this is not due to the fact that it is impossible to obtain Gov photo ID but that it costs money to obtain it. Yes, it's a pain in the butt, but if one is going to spend $,000s gambling online then is it really that much of an impost to spend $100 on a photo licence, or some other kind of photo ID? If you compare this cost to the troubles you might encounter if you don't, it's really a no-brainer IMO.

    If you cannot meet the ID standards for online gaming, then don't gamble online. Otherwise, get something that does meet the standards and go on your merry way never having to worry about having winnings confiscated.

    I could understand the uproar if it was $500 or $1000 or something, but many people think nothing of depositing $100 so it's tough to for me to see why operators have to lower standards for certain players - as I said, it could open the door to more fraud and that costs everyone in the long run.

    It's also important to point out that it is a very small % of honest players who are subjected to ID fraud accusations. In these cases, it is almost always resolved in the player's favor (if dealing with a reliable operator) due to the fact that it becomes clear with further investigation that they are in fact innocent......and you can thank the fraudsters and scumbags who constantly bombard online casinos for the false accusations in the first place.

    Sometimes honest players get caught in the dragnet, but I'm OK with that if it means that it catches the fraudsters too. If you make the net too narrow, you're just inviting trouble.
     
  24. Jun 6, 2011
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Well, OPERATORS will have to live with the fact that WE don't trust THEM either, and stop getting so offended when the odd innocent one is accused of ripping off players because a rogue operator used a "similar operating style", and thus got flagged by part of the player community as "suspect".

    The problem with the UK is NOT just about money. You CANNOT simply pay £70 for a driving license, you have to be QUALIFIED TO DRIVE as well, and some are not even allowed to take the exam because they have medical conditions or disabilities that means the law prohibits them from holding a driving license, even if they can pass the test with flying colours. Many common ailments can prohibit one from driving - ever, and include such things as diabetes, sleep apnoea, epilepsy, even a SINGLE episode that MIGHT be epilepsy, even if not diagnosed as such.

    The passport is not simply about money either, the application process involves having to travel to appear in person at one of a small number of interview centres, so added to the £100 cost, there is the cost of transport to the centre, a day off work, and this assumes you are not disabled. One UK player here was disabled and lived in a remote part of Scotland. He could afford the £100, but was not able to travel to the interview centre, so clearly did not need a passport for it's intended purpose, going abroad.

    Where the fuss is about a small amount, such as $100, it actually costs the player MORE to get a passport than it would cost them to simply walk away from the money.

    The last problem is that the casino's terms are often vague about what documents they will accept, so a player may believe they will be able to provide what is needed from the documents they already have, and discover at the last minute that they are not good enough. A passport also takes 6 weeks to arrive once applied for, and the interview has taken place. Players are not that patient.

    Proof of address is also a problem, casinos ask for documents that are simply unavailable because of the PERFECTLY NORMAL AND HONEST manner in which the player lives, and pays their bills. It is NOT because the player is trying to hide something.

    If you have an online deal with your utilty, the bill sent to your address DOES NOT EXIST, and therefore CANNOT be produced. Operators work ONLINE, yet seem to expect EVERY other business NOT to have kept up with the cost savings of using the internet, and carry on doing everything the expensive old fashioned way.

    Back in the 1980's, EVERYBODY had a bill through the post, there was no "online tariff" at all. This is something that evolved this century, and after a decade it has become quite common for people to do many things online. In fact, ONLINE gamblers are MORE likely than others to conduct their other affairs online too, after all, they are happy to gamble with 4 figure sums with the casinos, so would surely not see a problem with the far less risky idea of having the convenience of online billing with Direct Debit.

    I find it GREAT. No more having to go into town a couple of times a month to pay a few bills, I can pay all my bills from right here in front of my PC. I can SEE them too, I don't really need to have it through the post some 10 days after I have already seen it online, and probably already paid it online.

    UK companies have NO PROBLEM WHATSOEVER with all of this, yet THEY also have to make sure of the ID and address of their customers in order to protect themselves from fraud. If UK companies can do it, there is no excuse for online companies not using the same set of methods to identify their players, and protect themselves from fraud.

    Banks and card companies are by far the BIGGEST target for fraud, yet I am NOT repeatedly asked to scan and send in my ID and latest utility bill every time I log on and submit a money movement request. I did not even have to do this when I first opened the accounts, and they are all perfectly happy with the background checks that they do, and all without me having to send in anything, or having any control or influence on the data they receive.

    This is where online casinos mess up. They ask the PLAYER to provide the data that they will use for their checks, so of course they are seen as an easy target for fraudsters. The fact that casinos determine whether the document the player has sent in is genuine or not based purely on it's image and other data supplied by the player shows why fraudsters are targetting this weakness. They have considerable control over the data being used. A genuine document is called a fake because the casino do NOT check it's authenticity independently, such as with the company issuing it, or a credit reference agency and/or the electoral roll.

    The UK electoral roll has a record of EVERY adult in the UK, it is a legal requirement for anyone old enough to gamble (18) to also have their name registered, and along with their current address. It can be accessed via a credit reference agency under an ID check search.

    Casinos don't do this because it COSTS MONEY, and they can get all the information FOR FREE by getting the player to do the legwork of scanning and sending in the documents. They won't even pony up the little bit extra to provide players with a SECURE means of uploading their documents to a https: server, it is all done by email, much less secure, but MUCH CHEAPER for the casino.

    So, don't be a HYPOCRITE and say that players should not resent having to shell out a few hundred quid just so that they can be equipped to do all the verification legwork FOR FREE on behaf of the casino, rather than the casino paying the fees asked for by credit reference agencies in order to electronically verify the details.

    A credit reference agency is even able to verify that the player owns the credit card registered to the casino account, as it's details will appear on the credit file.
     
  26. Jun 6, 2011
  27. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Whoa....slow down there Vinyl. I'm not sure I like your tone right there, along with capitalising things such as "qualified to drive" etc as if to infer I am somehow unable to read, or am so stupid to think that they just hand out licences even if you don't have a paper one or can't drive or are 3 years old. :rolleyes: I also don't like being called a HYPOCRITE (hope the letters are big enough there) for no reason.

    I said nothing personal in my post about you or anyone else so what you said was inappropriate. I'm quite taken aback hearing something like that from you.

    You are giving your view as a UK resident. Fine. I'm giving my view as a non-UK resident.

    The situations you describe pertain to the UK. Most other countries in the world provide some kind of photo ID. The fact that the UK doesn't isn't my fault, your fault (unless you get elected to parliament I guess), or the casinos' fault. Why would (or should) they introduce a system at extra cost to them just because one country does things differently? Especially in the case where it is winnings from a free chip!

    Any extra costs involved would be passed on to players, and I'm not OK with paying for someone else to prove their identity. It's not reasonable.

    You state the cost as being prohibitive. As I said, if you can afford to gamble you can afford to spend $100 to get a photo licence (if you drive of course).

    You also state the cost of a passport for someone who might live a long way out in the country. Well, I would say we are talking about an extremely small percentage of potential players here and, again, if they can afford to gamble they can afford to purchase the necessary ID to allow them to withdraw. If they can't, or are unwilling to, then they should stick to gambling locally.

    I can tell you now, if my government stopped issuing photo ID as standard and I knew I had to have it to prove my identity online, I would purchase it. It would be a necessary cost of gambling online, just like a PC and internet access etc.

    Does it suck to have to purchase photo ID? Of course it does, but I don't see why the operators have to incur additional costs to signup with credit agencies etc to prove someones bona fides, and why other players have to take the flowthrough effects.

    Maybe UK players who cannot prove their identity can pay a fee to cover the casino's costs? I see that as being reasonable, but after a few withdrawals it may be cheaper just to get your own photo ID.

    I'm not hypocritical or anti-UK or anything like that, I just believe that everyone should be held to the same standards. If it were absolutely impossible to meet these standards it is a different kettle of fish - but this is not the case.
     
  28. Jun 7, 2011
  29. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    The electoral roll only contains those who are eligible to vote. The credit reference agencies probably have a more complete record of people living in the UK.

    Because the UK is the largest online gambling market in Europe, maybe the largest legal online gambling market in the world. If the casino does not want to deal with people who don't have the sort of documents the casino believes they ought to have, then this should be made clear during the sign-up process and the players should be made to confirm that they have the required documents.
     
  30. Jun 7, 2011
  31. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Yes I agree.

    The casinos should make it clear at the time of registration exactly what ID will be required, allowing players to decide if they want to go ahead.

    Good suggestion.
     
  32. Jun 8, 2011
  33. Chameleon

    Chameleon Banned User: PAB fraud PABnoaccred

    Occupation:
    tennis guide
    Location:
    London
    Great idea, however some websites have already start adopting this method
    of sending documents from the casino website itself, this might solve some
    of the problems sending emails with attachments which many times are blocked
    by the company mail settings.

    good luck :)
     
  34. Jun 8, 2011
  35. Chameleon

    Chameleon Banned User: PAB fraud PABnoaccred

    Occupation:
    tennis guide
    Location:
    London
    I would go further than that. sending the relevant documents should be the
    last stage of registration. the player won't be able to enter the cashier without first approving his identity. if the casino is not sure about the documents he has the right lock the account, but once approved the player would get this winnings without delay and without excuses.
     
  36. Jun 8, 2011
  37. Chameleon

    Chameleon Banned User: PAB fraud PABnoaccred

    Occupation:
    tennis guide
    Location:
    London
    well, im my case i haven't received those messages. once , in the live chat, they admitted getting them but i haven't received any email about that.
     
  38. Jun 8, 2011
  39. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth

    In all fairness you can fake a photo ID just as easy as some "dodgy written documents".

    Lets face it, casinos never know what you look like. Whats to say some "fraudster" didnt steal someones ID card and use their details to gamble? When the casino sees the photo they wont know its the person actually playing... what next? requests of a players face on webcam actually sitting at the pc, spinning the slots?

    There is things as such issued by the government such as birth certificates and tax certificates. Now the casino is the business. It should be up to them and their staff to be able to determine what documents look like in each country (i.e a birth cert in usa is different looking to a uk birth cert).

    If im not mistaken the pure rule of gambling is that gambling is NOT a way to make money and it should be branded as fun. So lets take your low roller. They could be making barely £30 deposits each time and not worry about winning, just the fun. 1 day they manage to get their balance to £50 and cashout.... If they had to actually go and purchase a passport they would be spending over £100 on it in the UK since its around £100 for a passport and you have to have an interview in another town before getting it (which could be expenses in train/bus/car's) as well as having a few weeks wait for the document. It also says of government websites that passports/driving licences are recommended to be used for the intended purpose only which is to go overseas, proof you can drive or proof of age ID in shops and not to send copys 1000's of miles away to someone you dont even know what they look like let alone who they are.


    Its not so much about possible troubles people will encounter regarding ID. The problem with casinos is its 1 set of rules at 1 casino and another set at others. If casinos gave as much of a crap about fraud as they say and if all the documents they request are essential to prevent fraud then why doesnt every single casino ask for ID before you deposit? Or at worst on your 1st withdraw?. Instead some casinos never ask for any ID whatsoever and some ask after your 5th or 6th withdraw. Someone new to gambling could believe that its like being at their local arcade/casino if they start playing at a casino that never asks for any ID but then when they play elsewhere and are asked they end up stuck.


    "If you cannot meet the ID standards for online gaming, then don't gamble online. "

    As I put above. What do you define as "standards"? Standards refer to all casinos and the general thing of online gaming but since a lot of casinos never ask for ID its far from being any sort of standard and who knows... it could be 1 of the many tactics casinos use to take players winnings. 1st its "You havent played in the spirit on the bonus... winnings void!!" now its "we havent got any documents off you because our/your email is having problems.... too late now...winnings void!!"




    Oh and for the suggestion about casinos saying what they require at the time of registration/deposit..... NEVER!!!. It will never in a million years happen. Too many casinos dont care about fraud or whos playing as long as your losing money, but the moment you win something back and its their turn to pay up they are all of a sudden the Spanish Inquisition
     

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