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Casino Complaint Ohhh just wanting to btch a bit

Discussion in 'Casino Complaints - Non-Bonus Issues' started by PegeeSue, Dec 11, 2011.

    Dec 11, 2011
  1. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    I wasn't going to say anything since i'm generally not a complainer but this situation has gotten me quite riled. So i'm going to exercise my freedom of speech..lol Here's the story in a nutshell

    I won't mention the casino because it is accredited here and I'm sure i'll get my backside lashed if I do as i've seen in other posts.

    A while back I registered at a casino but hadn't made a deposit right away. Recently I decided to make a small deposit at this casino (I am by far not a high roller..I don't think i'd even hit the scale as to say i'm a low roller..lol). Anyhooo, I downloaded the casino again and attempted to make a deposit but the cashier wouldn't allow me to register my cc. I contacted livechat, was told that I needed to send in my security documents and they needed to be approved before they would open up that section of the cashier that would allow me to register my cc and finally then could I make a deposit. I send in everything they asked for except for the utility bill. I explained that I do not have any utility bills in my name since they are under my husbands or a passport so I sent them documents from the RCMP (Royal Canadian Mounted Police), Revenue Canada and another one from the Government of Canada. All docs clearly showed my name, address etc. Docs sent in, waited a couple hrs and got the email saying that everything was approved and I was good to go. That being said, I registered cc and made a small deposit (minimum deposit). These documents are the exact ones that I use at all the casinos and they have never been rejected.

    In the span of a few days I made 3 small deposits and got lucky with the 3 deposit requesting a cashout of $1000. Well that's when the horse cockamamie started. My withdraw was pending for 4 days with no word from anyone at the casino. After the 4th day, I emailed them and inquired on the status. I received an email not too long after from the fraud department saying "we have blocked your account". Nothing about the withdraw so I emailed them back asking why and they said they weren't happy with my security docs (now remember I had to send them in for approval prior to being able to register my card and depositing). After I informed them that I would be requesting assistance on this they emailed me back and said they will pay me but I cannot play there anymore.

    So I attempted one last time to get them to allow me to play there (I really like the software brand) and even asked them why they would approve my docs in the beginning that allowed me to deposit and then deny me to ever play there again after I made a small win. I never did receive a reply.

    So there you have it..that's my bitch and moan - and that doesn't happen often. :)
     
  2. Dec 11, 2011
  3. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    Please pitch a bitch and let Max look into it for you.


    Good luck!
     
  4. Dec 11, 2011
  5. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Problem is, I don't know that there are any grounds.

    The player was paid their winnings and told they were not allowed to play again.

    No financial loss has been incurred, and the casino is totally within its rights to decide who they want as a customer.

    The only issue here is the non-response to the OPs email asking to be allowed back. The silence would seem to indicate that they don't want her back. I mean, after all that stuff happened earlier, and the lack response recently, why would you WANT to go back.

    Time to move on and play elsewhere IMO.
     
    2 people like this.
  6. Dec 11, 2011
  7. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    I guess my reading comprehension is lacking as I missed the part where she got paid.

    Opps!
     
    Last edited: Dec 11, 2011
  8. Dec 11, 2011
  9. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Agreed with Nifty - any casino can choose who they want playing. Besides I'm sure there are plenty of other casinos that use the same software, so it's easy enough to find another place to play.

    Did they give you a reason why they were closing your account? I'm thinking if they suspect you of bonus abuse or cheating or anything 'iffy' then it might be something to PAB about because then it might affect other casinos you try to open accounts with.
     
    1 person likes this.
  10. Dec 11, 2011
  11. Realitybitez

    Realitybitez Experienced Member

    Occupation:
    Cati Interviewer
    Location:
    New Zealand
    hahah

    I missed that part too, I had to go back and re read it:p Oh well, you got paid, that's the main thing - move on;) Heaps of casinos out there and they all have the same sort of games. Acutally its abit annoying how most of the games are really similar. Give me something new:D

     
  12. Dec 12, 2011
  13. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    It wasn't bonus abuse..they're words were "we're not happy with your security documents" even though they approved them so that I could register my cc and deposit.

    Oh I told them that they weren't the only casino out there so I wasn't going to go hang myself because they blocked me. I was just shocked I guess because I know who I am and i'm not a fraud. Later I got a good laugh once I was over the initial shock so to speak.

    I wasn't looking at pitching a bitch..just venting a bit is all.
     
  14. Dec 12, 2011
  15. max1mike

    max1mike Dormant account

    Occupation:
    carpenter
    Location:
    USA
    unless theres part of the story missing, its kinda shitty for an accredited casino to treat people like that.
     
  16. Dec 12, 2011
  17. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    I would really like to know which accredited casino this is...
     
  18. Dec 12, 2011
  19. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    I think it's well worth venting about. If they've tagged your docs as fake or suspicious, it may well crop up as a problem at other casinos.
     
    1 person likes this.
  20. Dec 12, 2011
  21. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    Max1Mike - this is the whole story and I haven't neglected to tell anything and yes it was pretty sheety but no worries




    After 6 years haven't had a problem yet with my sec docs..knock on wood
     
  22. Dec 12, 2011
  23. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Well I have kind of weird docs and I had a problem with a casino that I'd been playing at for years. I finally sent a PM to the rep here and he sorted it out completely. I'm sure it was only because I'd been playing for years there, but it might be worthwhile for you to talk to the rep here about it?

    Most times basic casino support don't have the necessary authority to make any exceptions.

    Or alternatively, you could play elsewhere. :)
     
    1 person likes this.
  24. Dec 12, 2011
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This in itself isn't right. They clearly did NOT "approve" your documents at this stage. They merely TOLD you they had so that you were cleared to deposit. Had you not won, you would have no idea that anything was wrong, and could have made further deposits under the false impression that you were fully verified.

    It seems that when you withdrew was the first time they actually bothered to "verify" your documents, and this was when they found a problem.


    However they dress it up, they have accused you of misleading them in some way over who you are, where you live, source of funds, etc. If you are innocent, this could be a case of libel, especially if they now place your name on a software wide or industry wide risk database. This COULD quite easily lead to problems elsewhere because your name will crop up on a search of such a database, but probably not WHY you are on the database.


    It seems to me that such accusations are thrown about by casinos even when there is little more than a "gut feeling" involved from some member of security staff.

    If you are prepared to move on rather than make a fuss, you may as well name the casino in case others have had similar issues, and think they are the only one. This might collectively reveal a bigger picture that will help us understand more of what is going on. It may even be that the operator is getting "twitchy" about the Canadian market in general, where a number of operations have pulled out even though they are still prepared to clash with the DoJ over UIGEA by trying every trick in the book to take US customers. Not all operators pulling out of Canada have interests there, so there is something else going on that for some makes Canada MORE risky than the US.
     
  26. Dec 12, 2011
  27. Deanna

    Deanna Senior Member

    Occupation:
    Administrative
    Location:
    Ohio
    I agree, at this point as far as you know there could be others that have had the same issue, or are "about" to have the same issue but don't know it. When I started at Club World the one thing I did was talk to an operator in chat before I ever made a deposit. I said "I want to clarify with you that all my documentation is in order if I want to make a withdrawal at a later date. I will be saving this chat as verification that it's been checked and approved, I appreciate any help you can give me." They were super nice about it!

    And that's what I did, I saved the entire chat just in case but when it came time for a $2000 withdrawal I had absolutely no problem (Thank god, because my guts were certainly in a twist wondering if I'd get the money LOL) But like I said in a previous post someplace, I had the check in 5 days.

    We spend wayyyyy too much money to find out that when you finally DO hit that lucky streak that it's going to be impossible to get paid.

    Ok, sorry for the rambling but as a concerned player - I say "Name that casino!" :)
     
    1 person likes this.
  28. Dec 12, 2011
  29. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    Live and learn on this one I guess since I didn't save my emails from them except for the one that said they have added my documents to my account and could now withdraw via wire transfer. I generally save all correspondence with casinos.

    As to what VWM said,

    "However they dress it up, they have accused you of misleading them in some way over who you are, where you live, source of funds, etc. If you are innocent, this could be a case of libel, especially if they now place your name on a software wide or industry wide risk database. This COULD quite easily lead to problems elsewhere because your name will crop up on a search of such a database, but probably not WHY you are on the database."

    This does concern me if this would be the case. In the many years i've been gambling online, I haven't had a single casino decline, ban, block or reject me because of my sec docs and i've had withdraws from some of them mind you not large withdraws.

    I'm not fretting over the fact that I cannot play there anymore as I see a couple more reputable casinos listed here at Casinomeister and I have been playing at another one. I just thought it was a bit unfair for them to label me just because they "weren't happy with my docs".

    The casino in question is Betfred. Yes Yes I know it is accredited but just because they're accredited doesn't mean they are fair all the time.
     
    2 people like this.
  30. Dec 12, 2011
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The most likely problem you would face is if you played at a sister site of theirs, or a site using the same software in the case of a software wide database. Stick to unrelated casinos and different software, and as you have not had this problem before, it is unlikely to happen again.

    Maybe the difference is down to sportsbooks vs casinos. Betfred offers both, so is "jack of all trades, master of none" in that respect. It may simply be that they have few players from your country, and so can't tell the difference between genuine and dodgy documents and details, so they err on the side of caution, and tell you to "bugger off".

    This goes beyond your documents being "unclear" and needing clarification, resending, etc, something has got them thinking you are up to no good. If it is related to fraud, they won't tell you what the problem is as they believe it would help others slip by through correcting the "mistake" that allowed them to catch you.


    If you are VIP elsewhere, you could contact your VIP manager and ask if they know why your documents are "borderline", even though they passed verification with them. It may turn out to be a government error somewhere that causes a "false positive" when running certain electronic checks, a bit like the way anti-virus software constantly "accuses" casino clients of being "a trojan" or "a virus". This too can be down to bad data, in this case the failure of the software developer to update virus detection databases with a signature and validation certificate for their software, or a second rate anti virus product that fails to keep up to date with such datasets.
     
    1 person likes this.

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