Neteller verification farce!

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
For about 2 months Neteller had a notice on their welcome screen saying "Some members will be required to re-verify their details on their Neteller account. If you get sent an e-mail, please respond ASAP" (or words to that effect).

Well I never got an e-mail, so I did nothing.

Then on the cut-off date of Nov-11 - Bam! I can't get straight into my account - instead the welcome screen says "Verification Required"

Obviously I'm pissed, but I e-mailed them the required documents right away.

Now, six days later, nothing has changed. Same verification message... :mad:
So I go to live chat (normally instant) to find out what's happening... see the size of the queue!

Old Attachment (Invalid)

I guess they're pretty busy trying to sort out their latest major screw-up!!
:lolup:

Anyone else in this boat with me?
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
I just tried logging in and my account is blocked and they never bothered to e-mail me about it, yet they send me all sorts of super VIP promotions. As my Neteller balance is something like 8c, I don't think I will bother.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Well, I did get an e-mail and a timely reminder for me to verify my account though I didnt as I dont use it anymore.

KK, that's a brilliant way for casinos to claim they have live chat (when they actually have none) by putting you away as you dont want to wait for so long.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
For about 2 months Neteller had a notice on their welcome screen saying "Some members will be required to re-verify their details on their Neteller account. If you get sent an e-mail, please respond ASAP" (or words to that effect).

Well I never got an e-mail, so I did nothing.

Then on the cut-off date of Nov-11 - Bam! I can't get straight into my account - instead the welcome screen says "Verification Required"

Obviously I'm pissed, but I e-mailed them the required documents right away.

Now, six days later, nothing has changed. Same verification message... :mad:
So I go to live chat (normally instant) to find out what's happening... see the size of the queue!

Old Attachment (Invalid)

I guess they're pretty busy trying to sort out their latest major screw-up!!
:lolup:

Anyone else in this boat with me?


Bloody Hell:eek:

Neteller just plumb new depths of incompetence.

That screenshot PROVES they have cut off a whole load of accounts that have not been verified because customers ACTUALLY FOLLOWED THE GODDAMN INSTRUCTIONS, and didn't contact them unnecessarily when the message appeared. Now, Neteller will be so busy cleaning up this mess that CS for other unrelated matters will be p*** poor for days (weeks maybe).

How the heck does an IOM registered company and one "regulated" by the UK get away with this, after all, they do say they are NOT a bank, nor a Casino:rolleyes:

I was "verified" in the last purge, and managed to log into my Neteller yesterday, but maybe I had better go check again right now:p
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
I think I'm about 95th in the livechat queue at present, with only another 101 minutes to go before I can ask a couple questions from Net+Prepaid Card Support.

Got the card, got the PIN, activated the card as per instructions....I'm thinking "this is all coming together quite well."

Card activated, off I go to load the card.

Big problem. The withdrawal still has the old expired (in October for chrissakes) Globewallet card number and therefore the last six digits of the new card don't work.

So here I sit with my shiny new card, unable to load it with cash....and only 100 minutes to go .....
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
It's totally pathetic.

My card expired a couple of months ago. In order to renew it, I had to send in a load of documents - including my work permission paperwork showing I was a resident of this place. That was weeks ago. Since then, I've resent the docs twice hoping they would respond - they finally did today after I mentioned the next email was going to Neteller's CEO. Now they say they have to call me to verify everything.

And I have a 6 year old VIP account :D

Some VIP treatment. :thumbsup:

Should I PAB, or would I be wasting my time :p
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It's totally pathetic.

My card expired a couple of months ago. In order to renew it, I had to send in a load of documents - including my work permission paperwork showing I was a resident of this place. That was weeks ago. Since then, I've resent the docs twice hoping they would respond - they finally did today after I mentioned the next email was going to Neteller's CEO. Now they say they have to call me to verify everything.

And I have a 6 year old VIP account :D

Some VIP treatment. :thumbsup:

Should I PAB, or would I be wasting my time :p

You could try a PAB to the IOM regulator and the FSA. It will probably take longer to investigate than a complaint to Malta though.

Interestingly, I have just had a couple of offers from an eWallet solution called Ivobank. Unlike Neteller, it is a "proper" bank, based in London, and presumably regulated by the FSA. It even pays INTEREST on your funds while they sit waiting. Unlike a bank though, they are designed SPECIFICALLY for online gambling use, with deposits made with a virtual VISA card.
They seem to be in partnership with Webbet, and their Old Chicago casino. Unfortunately, this currently seems the only one accepting Ivobank, but maybe I have misunderstood, and maybe it is ALL casinos that accept VISA will just as easily accept the Ivobank one.

Neteller at long last seems to have some viable competition, and if Ivobank lives up to the launch promises, it could end up draining customers from Neteller. Certainly, VIP Neteller players who tend to hold a large balance will be attracted by the offer of payment of interest. The other factors will be the ease of use, and acceptability of their card to pay for things OUTSIDE of online gambling, including withdrawing cash without excessive fees.

If I have an idle moment, I will look more closely at what Ivobank has on offer, and how it compares to being a Neteller VIP.

When I was "verified", I had to tell them what I was using Neteller for:confused:


I was severely tempted to reply - "what do you F&^%$ THINK I use Neteller for you <............>)". I showed restraint, and gave them one of those general answers that some CS are adept at, and simpy stated "for making deposits to, and withdrawals from, online casinos".

They had vaguely accused me of using Neteller for "illegal business purposes", so what am I, a ****** American now:D

Perhaps the Meister's troubles are down to this, being a Californian, they probably suspect him of being a US resident operating an address of convenience in Bierland in order to continue gambling:p

Well, NEXT tiime they do one of these, lets ALL swamp their CS, and if they tell us it wasn't necessary because we hadn't been asked, we can show them what happened THIS time when players who "were not asked" got their accounts frozen without notice (actually, this itself might be a breach of the IOM and FSA regulations, and maybe PAB about THIS, rather than the requirements themselves). Normally, customers are required to be given reasonable notice of such a ROUTINE locking, and immediate action is ONLY expected where there is evidence of ongoing suspicious activity, where a warning might assist the completion of a crime, and loss of evidence.
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
Bein in the USA I can
to this day log in to my
Neteller account that
was supposed to be locked
don't know why but I can


weird

Cindy
 

GaryWatson

Dormant account
Joined
Jun 15, 2007
Location
Europe
got a call from neteller a couple of weeks ago, I need to send them docs but but as usual, funds will come and go, just no visa card until docs sent
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
Interestingly, I have just had a couple of offers from an eWallet solution called Ivobank. Unlike Neteller, it is a "proper" bank, based in London, and presumably regulated by the FSA. It even pays INTEREST on your funds while they sit waiting. Unlike a bank though, they are designed SPECIFICALLY for online gambling use, with deposits made with a virtual VISA card.
They seem to be in partnership with Webbet, and their Old Chicago casino. Unfortunately, this currently seems the only one accepting Ivobank, but maybe I have misunderstood, and maybe it is ALL casinos that accept VISA will just as easily accept the Ivobank one.


Ivobank is part owned by the Mansion people - the Sampoerna family.

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vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Ivobank is part owned by the Mansion people - the Sampoerna family.

You do not have permission to view link Log in or register now.


I see,

I might as well start using my Cahoot account then, with it's REAL VISA debit card, as it seems to work much the same as Ivobank, but offers more interest. I can move money from Cahoot savings to Cahoot current in an instant, and it seems Ivobank is not expecting "high rollers", but average Joes with around 1000 on deposit.
The important question is withdrawals, can winnings return through the virtual VISA card, or is another method needed, which casinos are likely to INSIST is a cheque.

It seems to work like Click2Pay in one respect, in that the actual card details are never seen by the merchant, however, here is another problem, how does one complete the obligatory faxback form, and send front and mack of their Ivobank VIRTUAL VISA card.

So far, only Old Chicago casino seems likely to understand, since they and Ivobank are currently being co-promoted to me.
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
This Neteller stuff is getting more and more confusing. After one Neteller CS person confirmed yesterday that my account is all verifies and the message is a mistake, today I got an e-mail, the first one, that I need to verify my account.

Should I PAB for this level of incompetence?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This Neteller stuff is getting more and more confusing. After one Neteller CS person confirmed yesterday that my account is all verifies and the message is a mistake, today I got an e-mail, the first one, that I need to verify my account.

Should I PAB for this level of incompetence?

Would it make a difference:rolleyes:

Neteller have now launched one of it's VIP Cashback promotions, yes, of the type that caused all that trouble between one player and BoDog, who charged them $10,000 for "abusing the NETELLER promotions" using their BoDog account.

These promotions generate a conflict between Neteller and the Merchants, although most do not take the drastic action bodog did last time.
There is now a list of EXCLUDED MERCHANTS, and it seem MOST are poker sites. The conflict is simple, Neteller are encouraging VIPs to "churn" their funds through casinos, but this makes CASINOS pay more FEES to Neteller than they might were there NOT this incentive to "churn" funds given to players. Neteller makes quite a profit out of this, as the 0.5% cashback is only a small slice of what they could be charging the merchants.

This may well end up being another farce, with casinos who are in the scheme suffering an increased churn rate, as players move their playing funds around more than they otherwise might.

Pity that a whole bunch of you can't take advantage of this because of the PREVIOUS farce over verification:mad:
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
(No) progress report

72 hours on and I still have heard nothing from Neteller Net+ Prepaid. See previous post #5

I gave up on the live chat after waiting in the queue for over an hour, and resorted to email and filling in the Support field within the website.

Three emails and two website requests for advice and no response.

Neteller Support must be in big trouble....
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
72 hours on and I still have heard nothing from Neteller Net+ Prepaid. See previous post #5

I gave up on the live chat after waiting in the queue for over an hour, and resorted to email and filling in the Support field within the website.

Three emails and two website requests for advice and no response.

Neteller Support must be in big trouble....


Worse for them, these are not "expendable" Americans or Canadians, these are customers from closer to home, and if they are in too deep, the IOM may have to intervene as it could bring the credibility of IOM Financial regulation into disrepute, not good for a tax haven.
UK customers can also complain to the FSA, however, despite Neteller's claim on the website, they are NOT "regulated", they hold an EXEMPTION from many of the rules, under the "small emoney issuer" rules. The 50,000 FSA compensation scheme DOES NOT APPLY to funds in Neteller, and with the recent meltdown in the banking system, "deposits held in trust" are nowhere NEAR an equivalent level of protection, and if Neteller had any of the money in an Icelandic bank, they have probably lost it anyway, as being a business, they do not get compensation under the system for RETAIL depositors.
The ONLY protection available covers the first 1000 of funds in Neteller, nowhere near the 50,000 that would be protected in, for example, Ivobank;)
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
Worse for them, these are not "expendable" Americans or Canadians, these are customers from closer to home, and if they are in too deep, the IOM may have to intervene as it could bring the credibility of IOM Financial regulation into disrepute, not good for a tax haven.
UK customers can also complain to the FSA, however, despite Neteller's claim on the website, they are NOT "regulated", they hold an EXEMPTION from many of the rules, under the "small emoney issuer" rules. The 50,000 FSA compensation scheme DOES NOT APPLY to funds in Neteller, and with the recent meltdown in the banking system, "deposits held in trust" are nowhere NEAR an equivalent level of protection, and if Neteller had any of the money in an Icelandic bank, they have probably lost it anyway, as being a business, they do not get compensation under the system for RETAIL depositors.
The ONLY protection available covers the first 1000 of funds in Neteller, nowhere near the 50,000 that would be protected in, for example, Ivobank;)
The reputation of IOM financial regulation went down the drain with Kaupthing Singer & Friedlander Isle of Man.

Neteller is properly authorised as an e-money issuer, it is definitely not a small e-money issuer, . (Small e-money issuers are limited to 150 per account and 5000000 in total in most cases or 10000000 in certain cases.) You seem to be confusing it with Youteller, which claimed that its small e-money certificate meant some kind of regulation or approval by the FSA, when it is exactly the opposite, it confirms exemption from FSA regulation.

My Neteller balance is under $1, so I feel quite adequately protected.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The reputation of IOM financial regulation went down the drain with Kaupthing Singer & Friedlander Isle of Man.

Neteller is properly authorised as an e-money issuer, it is definitely not a small e-money issuer, . (Small e-money issuers are limited to 150 per account and 5000000 in total in most cases or 10000000 in certain cases.) You seem to be confusing it with Youteller, which claimed that its small e-money certificate meant some kind of regulation or approval by the FSA, when it is exactly the opposite, it confirms exemption from FSA regulation.

My Neteller balance is under $1, so I feel quite adequately protected.

Whatever the technicalities, funds in Neteller are protected up to a far lower limit of 1000 under the compensation arrangements. Neteller have a "work around", in order to hold large balances, you have to become "extended" or "vip". You then have to sign a disclaimer, where you are supposed to say you understand that the FSA scheme covering 35000, now 50000, does not apply to your funds with Neteller, but that an "equivalent scheme" operates with deposits held "in trust" should Neteller itself go bankrupt. Most VIPs probably just ticked the box without reading all that legalese:D

This was all introduced when Neteller moved its official HQ (for regulatory purposes) from Canada to the IOM. There followed a WEEK of farce where MY Neteller account was locked overnight because they had a big technical cock-up porting UK held accounts from Neteller, to "Neteller UK" where they were held under the new regulatory rules. It wasn't supposed to happen that way, UK customers had time to sign the new agreement (tick an online form), and send in any necessary documents. For me, this was all done, and Neteller told me I was "good to go" from day one. It then all went pear shaped, just like this latest episode.
 

HUNTS!!!!!

Dormant account
Joined
Dec 17, 2007
Location
UK
i received the e-mail saying it was that time of year again to verify my account by a certain date................i never did and i still have full access to my account!!:D
 

WAYLANDER

Webmeister
webmeister
Joined
May 17, 2006
Location
uk
I think I'm about 95th in the livechat queue at present, with only another 101 minutes to go before I can ask a couple questions from Net+Prepaid Card Support.

Got the card, got the PIN, activated the card as per instructions....I'm thinking "this is all coming together quite well."

Card activated, off I go to load the card.

Big problem. The withdrawal still has the old expired (in October for chrissakes) Globewallet card number and therefore the last six digits of the new card don't work.

So here I sit with my shiny new card, unable to load it with cash....and only 100 minutes to go .....

You dont need to load the new card , it is actually better than the old one ... just use it as a debit card and it comes off your balance with no fees
You pay a fee for cash withdrawals though

Doesn't excuse the crap CS

WAYLANDER
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
You're quite right - after 4 days, several emails and website posts, I finally received a response from Neteller....referring me to another Neteller department LOL!

This so-called CS was so bad it was almost comical.

The response from the new Neteller address was faster and gave the pretty simple solution you have posted above.

This was something not immediately obvious to me as the site still has the "withdrawal to prepaid card" option in place.

Problem solved (hopefully) - I'll soon know as I plan to use the new card today.
 

JackTenOff

Webmaster
webmeister
Joined
Jun 6, 2004
Location
uk
Glad it's not just me, I sent in my docs over 2 weeks ago and just got an email saying i need to resend them as the scan of my passport wasn't good enough (I had to use a digital camera as I have no scanner)
Had the 'VIP' account for 6 years with plenty of money transfered and no probs, now I have money in the account with no way of accessing it :mad:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
You dont need to load the new card , it is actually better than the old one ... just use it as a debit card and it comes off your balance with no fees
You pay a fee for cash withdrawals though

Doesn't excuse the crap CS

WAYLANDER

I like the sound of that. Normally if I have a decent withdrawal, it is in Neteller, and to spend it (other than on gambling), I have to withdraw to my bank (5 - but get it as a rebate for being VIP, but at the end of the month). It takes at least 3 days, often more because it seems to stay "pending" longer than a Playtech withdrawal in Neteller before they process it and start the 3 day period.
I can pay MANY bills with a debit card, and it would mean INSTANT access to the value of my Neteller balance. If I can even pay bills such as my CREDIT cards off, even better.

Think I'll go apply for one, but I'll probably have to wait an age while Neteller clean up this current mess.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Glad it's not just me, I sent in my docs over 2 weeks ago and just got an email saying i need to resend them as the scan of my passport wasn't good enough (I had to use a digital camera as I have no scanner)
Had the 'VIP' account for 6 years with plenty of money transfered and no probs, now I have money in the account with no way of accessing it :mad:
Well at least you got something! I've not had any e-mails from them about this farce. :mad:
Despite the 'Verification Required' message on log-in I can still access my account normally though; I have money going into & out of casinos as normal, and I requested a withdrawal to my bank today which seemed to process OK in the usual way...

KK
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Glad it's not just me, I sent in my docs over 2 weeks ago and just got an email saying i need to resend them as the scan of my passport wasn't good enough (I had to use a digital camera as I have no scanner)
Had the 'VIP' account for 6 years with plenty of money transfered and no probs, now I have money in the account with no way of accessing it :mad:

You could send them a formal letter, giving them 14 days to resolve the issue internally, otherwise you will approach the FSA with a formal complaint.

Because they have FROZEN your account, this is far more serious that simply not agreeing to offer an additional service, such as the card. Normally, accounts can ONLY be frozen if there is evidence something is "suspicious", and may require a court order. Simply freezing funds because CS are inept is not acceptable. Just have to hope the FSA are no longer as inept as the cases with the banks have revealed:rolleyes:

If the FSA investigate, Neteller will have to PROVE they followed the correct procedure, which does not seem to have been the case.



.......and these is this little nugget in the terms (Prepaid cards & Neteller), better hope Neteller don't go under then,

2.5. Neither the Depositors Compensation Scheme in the Isle of Man nor the Financial Services Compensation Scheme in the United Kingdom apply to Your Card, Your Virtual Card or to Your Account. No other compensation schemes exist to cover losses claimed in connection with Your Card or Your Virtual Card. This means that in the event that We become insolvent Your funds may become valueless and unusable and as a result You may lose Your money that is held on your Card or Virtual Card.
 
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