Casino Complaint Omni Casino Verification Woes

McMaNGOS

#1 Great Blue Shill
PABaccred
PABnononaccred
Joined
May 1, 2015
Location
Sweden
Hi all,

I took the first deposit bonus at Omni Casino the other week and managed to build up a pretty nice withdrawal once wagering was finished. I cashed out and they requested my documents the very next day - the front of my national ID card and some address verification to be specific.

I sent in my files (which I've used for getting verified on many, MANY other casinos, mind you), and they get back to me the day after claiming that the documents were of "poor quality". They were compressed in a lossy format (.jpg), so I resend them in a lossless format (.png for the ID card, .pdf for the address). I also send along the backside of my national ID card and a bank statement underlining my IBAN and SWIFT numbers, for good measure. They are rejected once again, saying that the "quality" of the documents is not satisfactory. :what:

Now before I attempt to send them the blood of my first-born child, I just wanted to check if anyone has had similar experiences with this casino. They are accredited, after all, so I'm not sure why they're acting like this. I've PMed a rep about this, but last time when I had a problem at FlyCasino, their sister site, I PMed and they never got back to me, so I wanted to make a thread about it as well.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
No wonder he doesn't reply. The account is dormant and he haven't been in for a year.
Strange really that noone have noticed.

We better notify Bryan about this so he can check with them for a new rep.
 

McMaNGOS

#1 Great Blue Shill
PABaccred
PABnononaccred
Joined
May 1, 2015
Location
Sweden
No wonder he doesn't reply. The account is dormant and he haven't been in for a year.
Strange really that noone have noticed.

We better notify Bryan about this so he can check with them for a new rep.

Are we looking at the same account? Because OC Elliot logged in about 2 weeks ago. And then there's another one that logged in last month also.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Are we looking at the same account? Because OC Elliot logged in about 2 weeks ago. And then there's another one that logged in last month also.

We didn't look at the same account. Good :) Apart from the fact they never replied to you the last time.

I went from their reviews and the rep that's listed there. That account is dormant.
Then they need to change to Elliot again there.

I hope you get it solved. I've never have had that happened to me so can't advise you.
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
It happened to me only once and I just kept sending documents after documents and still kept sending them, I think I was totally annoying them and they gave up and said ok you're verified now :lolup:

It wasn't this Casino though.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Take a high-res picture (JPG) with the docs in your hands and send it to them, that should do it.

Read a few times (can't remember now where) about Omni being difficult on KYC.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I remember something similar about 4 years ago. I did end up getting approved but after my cashout I did close my account because I was so annoyed with the stall tactics. And I very rarely close accounts.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The problem with such excuses is that the knowledgeable player can easily call bullshit on the excuse. A new player with little experience might believe it, but where the same quality of JPG has been fine for the last dozen casinos, but is suddenly "poor quality" at No 13, it becomes pretty clear that they are being deliberately vague. Quite possibly they are stalling for time so that they can conduct an investigation without alerting the player, so they keep making the player think they just need to rescan the documents to a higher quality.

There is a genuine possibility of poor quality documents, but these would normally cause problems at a number of casinos, some would accept them, some might ask for an additional document, and others might use a phone verification step or ask for a photo of the player holding the document.

The main problem seems to be scanners and their easy to use automated settings. They will often scan a document at 150dpi by default, which can cause them to be difficult to read. Ideally, they should be scanned at 300dpi or "photo" mode, which often means using a "custom" option on a scanner, rather than the default. An alternative is to use a decent camera and take a photo of the document in good light, and making sure that there is a bit of background in the picture so that all the edges of the document can be seen. Scanners can sometimes crop the edges of the sheets of white paper on which a document like a utility bill is printed on, which can make them fail the security check as it's harder to tell whether or not it's a real document or a photoshopped image of one.

If anything, casinos have moved from preferring scans to preferring photos, no doubt due to the much better resolution of modern cameras, even the ones on phones.

One problems is that there is no industry wide definitive guide for players on how to produce their documents such that they are free of the basic errors and problems likely to cause rejection at the outset of the verification process. The brief guides that casinos sometimes offer are incomplete, even saying "scan at 300dpi" isn't going to help if your scanner has a tendency to crop too harshly and leave out a couple of the corners. Taking a photo is also prone to problems if you are in poor light and try to use the flash to compensate. Flash can cause reflection from a laminated document such as an ID card, rendering it "unclear" when the casino tries to read the info and see your photo from it.

If the document is too HIGH a quality, a potential consequence of a player constantly being told it's "blurry" or "unclear", this can also cause problems because it's such a large file. The clearest format of all is Bitmap, but it's too big a file to send by email to a casino, hence the use of compressed formats like JPG, where the problem can sometimes be the compression, rather than the original scan or photo.
 
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