No more RTG casino's for me - Club World takes the piss!

[lotusch]

Right,I have held my horses for a few days but after the 4th chat with Club World I am done.
I am waiting for a Skrill withdrawal since December 27th.
Ok no problem as my account was not yet fully verified.

Got the phone verification done as they require this.
Sent in my ID, utility bill and screenshot of Skrill for deposits done to them.

2 days later!!! (Is that how long KYC procedure should take?) I get an e-mail that I need to send in some vague form where the ask my name and address details again, duh already gave them to you's and also my proof of address and identity have been provided.
I do not own a printer (no space in the house) so how the hell am I ever gonna provide this form to them.
A form that is pretty much useless i.m.h.o.

Also my bill had to be a posted bill,I have all my bills via e-billing (we live in 2016 FFS)!
So all I can provide is bills in PDF format.
I have sent them 3 with full details on it.

Yet as of today no response, no e-mail, no call and when I go into chat they keep rambling about this account verification form.

Well I tell you this, everyone here is raving about them and Karolina is a very nice person to deal with.
But would I have known their KYC procedure is such a painstaking endeavour, I would have never deposited a dime.

Now I have a nice 200 dollar sitting there and they just not pay me.

Even at Inetbet my first withdrawals were processed before KYC was complete, something that goes for more online casino's.
Something that doesn't seem to apply to Club World Casino's.

The chat representatives were very nice and curtious and I don't blame them!
But this kind of KYC procedure is utterly bullcrap.


I am sorry to say but if I ever get my account verified and my won monies have been paid I will not go back here as a depositing customer.

Sorry for the rant but I feel very very dissapointed right now.

MOD: Might have needed to open this thread in casino complaints - non bonus related so if needed please move to the correct section.


Thanks.

 

[secret2]

I understand your frustration but just remember the weekend plus both the last two Fridays were holidays, too. So it will take longer than usual.

 

[Harry_BKK]

I understand your frustration but just remember the weekend plus both the last two Fridays were holidays, too. So it will take longer than usual.

Why always giving excuses with holidays? Casinos are 24/7/365 businesses and are happily accepting deposits on holidays. Hence they should have all departments working all days.

Some casinos can do that, why not all?

 

[secret2]

Why always giving excuses with holidays? Casinos are 24/7/365 businesses and are happily accepting deposits on holidays. Hence they should have all departments working all days.

Some casinos can do that, why not all?

I know. It is so different to B&M but it is what it is.

I would like to rally for change, too.

Inetbet finally has Live Chat, after all the belly-aching from us...so....

 

[Deeplay]

Why always giving excuses with holidays? Casinos are 24/7/365 businesses and are happily accepting deposits on holidays. Hence they should have all departments working all days.

Some casinos can do that, why not all?

I agree 100% - and why is that the likes of Videoslots processed my withdraws through the holidays zero delay. My last one being yesterday New Years Day
processed within 20 minutes. Zero excuse to say "the office is closed"

Imagine walking into a land based and being told you have to wait 48 hours to cash our as the cashier is off.

I know our Cousins from the USA have to go through loops because of how things still are there right now.

But zero excuse for casinos accepting EU based players.

 

[dunover]

Unfortunately this is common practice amongst RTG sites - the insistence on a card/deposit authorization form which you scan, sign and send back. It's in their terms.

 

[Angel81]

This is why i cant be bothered playing RTG casinos. They happily take our deposits instantly so why should we have to wait for our winnings? I fully agree with Harry, holidays should not make one bit of difference...Videoslots (basically instantly), Betsafe (instantly) Bitstarz (instantly) They should all be like this! RTG i once waited 4 frigging weeks...never again! They want you to get impatient and reverse your winnings so you will eventually loose it...

 

[lotusch]

I know Dunover but beforehand I was told that I would not have to send in this form as a Skrill depositor.
So I was informed wrongly in the first place.
The form asks for CC and bankdetails.
Anyway printed it off at my brother in laws and e-mailed it back.

Let's see how long this will take now.

@secret2 - Agree to a certain degree but I have had withdrawals processed even on 25th / 26th of December by Casumo, Quasargaming and Energy Casino ranging from 10 mins to max 4 hours.
Also as said by other members,casino's are like 24/7 365 days a week companies that are willing to take monies on bankholidays, hence they should be there to process withdrawals too (And people who can finish KYC procedures) which are at most casino's very simple to do.

 

[lotusch]

This is why i cant be bothered playing RTG casinos. They happily take our deposits instantly so why should we have to wait for our winnings? I fully agree with Harry, holidays should not make one bit of difference...Videoslots (basically instantly), Betsafe (instantly) Bitstarz (instantly) They should all be like this! RTG i once waited 4 frigging weeks...never again! They want you to get impatient and reverse your winnings so you will eventually loose it...

No worries,I won't reverse a dime!

 

[Deeplay]

I know Dunover but beforehand I was told that I would not have to send in this form as a Skrill depositor.
So I was informed wrongly in the first place.
The form asks for CC and bankdetails.
Anyway printed it off at my brother in laws and e-mailed it back.

Let's see how long this will take now.

@secret2 - Agree to a certain degree but I have had withdrawals processed even on 25th / 26th of December by Casumo, Quasargaming and Energy Casino ranging from 10 mins to max 4 hours.
Also as said by other members,casino's are like 24/7 365 days a week companies that are willing to take monies on bankholidays, hence they should be there to process withdrawals too (And people who can finish KYC procedures) which are at most casino's very simple to do.

Thing is to get your Skrill account verified you have to go through the usual hoops anyhow so from the casino perspective so long as they can verify who YOU are and it matches the skrill details and combine that with the fact you would have already handed over a stack of verification to skrill to get it open in the first place should suffice.

As for ID - a passport can get me into any country in the world but online on its own is not enough - so they ask for secondary ID - sure hand them over it makes sense. Anything other than that especially if coming through an ewallet is just way over the top!

But as Dunover said "if its in the terms ......" .....

 

[slotmaster]

This is for everyone

Get a printer! Best money spent and worth it if you know or even think you will need to print or scan stuff.

I had yet another sad moment regarding RTG myself the other day at Alladin's gold, Wanted to to play a slot that was up there a lil bit for jackpot so thought I would give it another go, Like 1 minute late someone just hit it.

But I agree on some of the above posts about being like live casino's regarding holidays but also hate seeing people work them as well. I too got a withdrawal in 20 minutes at videoslots this past week.

 

[petro]

@ lotusch You should consider getting pre-verified when possible.
I have done it at some online casinos (iNetBet if I remember correctly) just in case. Others, like 5Dimes never allowed me to be pre-verified, they said it would be too much work for them and just told me to wait and see.

If you got pre-verified it would solve these problems.

 

[lotusch]

Get a printer! Best money spent and worth it if you know or even think you will need to print or scan stuff.

I explained in a previous post I have seriously no room for one.
As a matter of fact I have a printer/scanner tucked away in a wardrobe upstairs as I used it in my previous house which was more spacious, so saying I haven't got one might have been a wrong statement. ^^
Also I have never ever had to print something on any casino I signed up for,ID, utility bill and Skrill screenshot always suffice.

Now that said,not for an RTG casino, even facing EU customers.

@Petro,yeah that is what I normally do but for some reason I forgot to do so this time.
Would have saved me a lot of hassle I suppose and probably wouldn't have deposited in the first place.
Not because they are a bad outfit,let me say this again, but their KYC procedure is too lenghty and complicated for me.
I like it smooth and without loads of obstacles.

 

[mina1929]

Some casinos are just simply better than others. I usually get my account verified before I ever win anything and if I do win, it's no hassle then.

I signed up to some casino earlier last year and it took 3 days for doc's to be approved I even had to sign a document to verify my signature, it was a pain and I don't play there anymore.

32 red was the quickest verification procedure I ever had. Live chat, Tax file number was needed and in an instant it was done.

 

[shewoff]

I agree with all perspective,s here and I have had my share of problem,s with getting the big V when it come,s to withdrawal,s But CWG site,s are good because once you are verified at 1 you will not have to do it again at any other CWG site, That is a great method of getting approved for withdrawal. Other site,s I have run into the old if it is "NOT" in color we can not accept it? Well pardon me, But my power bill is in B&W and what am I suppose to do about it? I bought a printer, scanner, fax and it has helped me enormously and I have argued sometime,s for day,s trying to get some casino,s to accept TIME STAMPED DOC,s a little known ability for Adobe user,s. But only a small group will take it It is true as long as we have to accept the rule,s they lay on us we will be upset by some of the idea,s that go along with them. Peace Out! Out Of The Mist! sheowff​

 

[chayton]

First WD from any casinos is usually a hassle, and throw a long weekend in there too...

I can understand it's frustrating, but I don't understand why this would keep you from playing there again? The verification stuff usually only happens once and then you're good until you move or deposit with a new credit card or whatever. You said the staff is all good and you like the casino, it's just unlucky that you won and tried to cash out when you did. lol see what I said - "unlucky that you won..."

 

[horseplayer]

Right,I have held my horses for a few days but after the 4th chat with Club World I am done.
I am waiting for a Skrill withdrawal since December 27th.
Ok no problem as my account was not yet fully verified.

Got the phone verification done as they require this.
Sent in my ID, utility bill and screenshot of Skrill for deposits done to them.

2 days later!!! (Is that how long KYC procedure should take?) I get an e-mail that I need to send in some vague form where the ask my name and address details again, duh already gave them to you's and also my proof of address and identity have been provided.
I do not own a printer (no space in the house) so how the hell am I ever gonna provide this form to them.
A form that is pretty much useless i.m.h.o.

Also my bill had to be a posted bill,I have all my bills via e-billing (we live in 2016 FFS)!
So all I can provide is bills in PDF format.
I have sent them 3 with full details on it.

Yet as of today no response, no e-mail, no call and when I go into chat they keep rambling about this account verification form.

Well I tell you this, everyone here is raving about them and Karolina is a very nice person to deal with.
But would I have known their KYC procedure is such a painstaking endeavour, I would have never deposited a dime.

Now I have a nice 200 dollar sitting there and they just not pay me.

Even at Inetbet my first withdrawals were processed before KYC was complete, something that goes for more online casino's.
Something that doesn't seem to apply to Club World Casino's.

The chat representatives were very nice and curtious and I don't blame them!
But this kind of KYC procedure is utterly bullcrap.


I am sorry to say but if I ever get my account verified and my won monies have been paid I will not go back here as a depositing customer.

Sorry for the rant but I feel very very dissapointed right now.

MOD: Might have needed to open this thread in casino complaints - non bonus related so if needed please move to the correct section.


Thanks.

I usually disdain folks that blockqoute whole posts, but I did this one because it is fully ridiculous through and through.

I know from personal experience that once you satisfy CWG's verification requirements all goes smoothly. As a matter of fact, Karolina took the extraordinary step of giving me the ability to withdraw to card even at casinos that I had not yet deposited through a card.

I am getting tired of bullshit complaints against this group. If you were in America you would understand my defensiveness.

 

[lotusch]

I usually disdain folks that blockqoute whole posts, but I did this one because it is fully ridiculous through and through.

I know from personal experience that once you satisfy CWG's verification requirements all goes smoothly. As a matter of fact, Karolina took the extraordinary step of giving me the ability to withdraw to card even at casinos that I had not yet deposited through a card.

I am getting tired of bullshit complaints against this group. If you were in America you would understand my defensiveness.

Dude hold your horses.
You hardly EVER see me complain here and IF I do it is because I feel I am entitled to do so.
My KYC procedure at any EU casino has gone smooth and within maximum 24h.
Now I pick an RTG EU facing casino and as of writing this message I still haven't heard anything back from CWC.

In the meantime I am still allowed to deposit tho!!!
Just saying!

As in a later post explained I have nothing against Karolina or the staff of CWC as they have treated me with all respect.
It is purely the KYC procedure that pisses me off and still does!

I even nominated Karolina for the 2015 CM awards so there you go, and I still stand behind that vote.

I am trying to get verified since December the 26th and I still have a withdrawal pending since that date.
Am I maybe allowed a little bit of frustration here?

Or are us Europeans too spoiled with 10-30 min withdrawals and KYC procedures?

 

[vinylweatherman]

The KYC process needs to adapt to 2016. eBilling is the standard, and it's here to stay. Postal bills are a thing of the past, and it's impossible to send something that doesn't exist, no matter what the casino's own standards may be. Even tax returns are becoming eTax Returns. Soon, the only things that will come through the post will be junk mail and the occasional letter or card from family. Businesses have taken to eBilling because it saves them money, they don't have to print a bill nor do they have to pay postage. It's none of their concern whether or not this has a negative impact on other businesses.

A painful KYC process locked into last century will drive customers away, and put of new customers who will realise that they would also have trouble with the procedures.

The "it's only once" idea for KYC is a myth, there are many complaints from long established players who suddenly find they have to go through the full KYC again at a casino they have played at for years, and sometimes it's 3 or more times. I have encountered repeat KYC on numerous occasions.

Even the need for a printer is being replaced by interactive forms that can be filled in using the Adobe reader software, and so never need to be printed off and filled in by biro and then scanned and posted. Printers may be very cheap, but the price doesn't matter if you have no space for one.

However, there is now a printer product that doesn't need any space, it's a wand like device that you move over a piece of paper and it detects the rate of movement and prints the document. It connects via USB and needs no other power supply. It takes up the space of a large pen, so could be the answer to those with no space, and only the occasional need for a printer. Scanners like this have been around for a while.

 

[chayton]

The KYC process needs to adapt to 2016. eBilling is the standard, and it's here to stay. Postal bills are a thing of the past, and it's impossible to send something that doesn't exist, no matter what the casino's own standards may be. Even tax returns are becoming eTax Returns. Soon, the only things that will come through the post will be junk mail and the occasional letter or card from family. Businesses have taken to eBilling because it saves them money, they don't have to print a bill nor do they have to pay postage. It's none of their concern whether or not this has a negative impact on other businesses.

A painful KYC process locked into last century will drive customers away, and put of new customers who will realise that they would also have trouble with the procedures.

The "it's only once" idea for KYC is a myth, there are many complaints from long established players who suddenly find they have to go through the full KYC again at a casino they have played at for years, and sometimes it's 3 or more times. I have encountered repeat KYC on numerous occasions.

Totally agree - another point is the whole idea of sending emails with your documents attached, it seems like that's a huge security risk. Uploading docs is better but even then...

I was just thinking if I ever decide to finally take the plunge and get married (since I just realized I've been engaged for 2 years ha) and I change my name what a hassle that will be to go around to every bloody casino I play to update everything. I still long for a central verification system where you send your docs to ONE place, once you're verified you get a PIN code that you can use to verify everywhere else - the way most casinos are interconnected these days it seems pretty simple, but even with casinos in the same group you have to send everything again. It doesn't make sense, there HAS to be a better way.

 

[vinylweatherman]

Totally agree - another point is the whole idea of sending emails with your documents attached, it seems like that's a huge security risk. Uploading docs is better but even then...

I was just thinking if I ever decide to finally take the plunge and get married (since I just realized I've been engaged for 2 years ha) and I change my name what a hassle that will be to go around to every bloody casino I play to update everything. I still long for a central verification system where you send your docs to ONE place, once you're verified you get a PIN code that you can use to verify everywhere else - the way most casinos are interconnected these days it seems pretty simple, but even with casinos in the same group you have to send everything again. It doesn't make sense, there HAS to be a better way.

They WILL find a better way if they can't make money from using the old and outdated methods. Proving the origin of a data leak is very hard, so whilst we all know that sending documents by unencrypted email is a risk, until such a leak not only occurs, can be pinned to s specific source, and does damage to the extent that even national security is compromised, there is no real pressure to change the system that has been used since the industry was born.

There have been numerous major data leaks from the biggest company names around, and quite a few government bodies. It seems that the first response is denial, followed by cover up. Only when this fails do we see a few lessons being learned and changes being made, although usually not enough.

 

[lotusch]

Hi guys,

Karolina replied to me today as I had sent her a PM.
Withdrawal authorized and if everything goes well I should also be authorized today.
So for me case closed and if account is authorized I should be able to play and deposit/withdraw without any hassle.

EDIT: Account also verified!


Thanks Karolina for your intervention and quick resolution!

Kind regards,

Mark.

 

[vinylweatherman]

Hi guys,

Karolina replied to me today as I had sent her a PM.
Withdrawal authorized and if everything goes well I should also be authorized today.
So for me case closed and if account is authorized I should be able to play and deposit/withdraw without any hassle.

EDIT: Account also verified!


Thanks Karolina for your intervention and quick resolution!

Kind regards,

Mark.

It's good that the rep managed to sort this out so quickly, but not so good that it had to be escalated to the rep in order for this to be done. If you were not a member here, you would still be "pissed off with Club World", and you would be an unsatisfied customer who would be taking the money elsewhere, and warning your friends off from playing at Club World because of the near impossible KYC procedure.

 

[lockinlove]

I left this casino group a year ago and havent been back due to massive coldness. Hundreds of thousands of spins and nothing.

That being said, if people like the games or maybe have good luck somehow, Karolina is a very good rep. She always takes care of people. They are lucky to have her. Its a real shame that the slots are wound so tight because having a rep like her would be great to have for an everyday casino

Good job karolina. People appreciate your efforts.

 

[t4llek]

I also tried to be a cwc player but their processing issues are just too much for me, i also had to mail them that form, the only thing that bothers me with them is i have money on neteller, oh great i cant deposit from neteller to them because im from portugal, even doe every other casino accepts my neteller deposits, lets try with skrill, it lets me get to the deposit part, as soon as i click on confirmation i get a message u cant deposit at cwg when u funded your skrill with a paysafecard! Nice lets try 32red, no problem and im gambling within a minute, wtf... i just wanted to play some rtg and not have to use my credit card, stopped using it for online casinos a few years ago as banks dont really like people who use their cards to gamble, and i might need the bank sometime sooner or later, best not to piss them off . As for karolina, i also sent her a pm and got verified within a few hours, she is the best u can get as far as getting players well treated.