Hi,
I requested cashouts from a variety of playtech sites that are all owned by the same person and each share the same support personel. These sites are :
Golden Palace, Grand Riviera, Merlin's Magic, Star Casino, Six Shooter, and Online Vegas.
I was then subject to an audit which on the 28th I received word that I had 'passed'. I was also asked for proof of identity. I wrote to them asking that since I had deposited via neteller, I wasn't keen to provide them with front and back copies of my credit card. The reason I am not keen to do this is that this empowers them to use my credit card and answer a range of security questions regarding the card. I then may be deemed to have failed in my duty of care towards protecting my credit card.
In any case they replied :
If you do not have a credit/debit card please fax/scan, please forward the
following:
- A valid photo ID
- The top part of your bank statement
- The top part of a utility statement (phone bill, electrical bill, etc...).
So I provided them with 2 copies of my driver's licence, and the top part of a bank and utility statement. This top part containing my name and address.
4 days later four of the sites replied :
This email is to confirm that your security documentation has been received
and sent to our security department for processing.
Note that all documents are processed in the order they were received, so
please allow up to 7 days for the documents to be reviewed and payment to
be issued.
If there are any problems, our security team will contact you via email. If
your security documents are approved, your withdrawal will be processed and
a confirmation email will be sent to the email address registered on your
account.
Regards,
Danielle
Customer Care
I resent my documents to Golden Palace and Grand Riviera later the same day and received an automated receipt that my emails had been received. Now the ball was in their court.
I waited until the 6th before following up briefly :
Any progress ? It's been 8 days since I originally requested which is pretty
slow in this high tech age.
On the 7th I received this :
Our Security Department has emailed you on May 2nd regarding your documentation. Note that the ID was too dark and the statements you have provided were cut off. Please resend in a lighter copy the complete documentation again so they may clear your account.
Should you have other questions, please feel free to contact us.
Regards,
Chantal
Accounting
No such email was received and considering that the 2nd is mentioned they've likely confused, probably intentionally, their email stating that the documents were being forward with a fantastic one in which they told me to resend.
Additionally they have refused the documents that were cut off despite their own stipulation that :
If you do not have a credit/debit card please fax/scan, please forward the
following:
- A valid photo ID
- The top part of your bank statement
- The top part of a utility statement (phone bill, electrical bill, etc...).
Surely a document cut off to display only the top details could not be fairly denied on such grounds.
They are stalling pure and simple and wasting my time unnecessarily. Not only will I never play again at such an intentionally slow playing group, but I will continue to relate my experience to all, especially to new players who are obviously targetted. I'll stick to fast payers such as Ladbrokes, or at least consistent ones such as casino on net which pays without attempts to stall.
I requested cashouts from a variety of playtech sites that are all owned by the same person and each share the same support personel. These sites are :
Golden Palace, Grand Riviera, Merlin's Magic, Star Casino, Six Shooter, and Online Vegas.
I was then subject to an audit which on the 28th I received word that I had 'passed'. I was also asked for proof of identity. I wrote to them asking that since I had deposited via neteller, I wasn't keen to provide them with front and back copies of my credit card. The reason I am not keen to do this is that this empowers them to use my credit card and answer a range of security questions regarding the card. I then may be deemed to have failed in my duty of care towards protecting my credit card.
In any case they replied :
If you do not have a credit/debit card please fax/scan, please forward the
following:
- A valid photo ID
- The top part of your bank statement
- The top part of a utility statement (phone bill, electrical bill, etc...).
So I provided them with 2 copies of my driver's licence, and the top part of a bank and utility statement. This top part containing my name and address.
4 days later four of the sites replied :
This email is to confirm that your security documentation has been received
and sent to our security department for processing.
Note that all documents are processed in the order they were received, so
please allow up to 7 days for the documents to be reviewed and payment to
be issued.
If there are any problems, our security team will contact you via email. If
your security documents are approved, your withdrawal will be processed and
a confirmation email will be sent to the email address registered on your
account.
Regards,
Danielle
Customer Care
I resent my documents to Golden Palace and Grand Riviera later the same day and received an automated receipt that my emails had been received. Now the ball was in their court.
I waited until the 6th before following up briefly :
Any progress ? It's been 8 days since I originally requested which is pretty
slow in this high tech age.
On the 7th I received this :
Our Security Department has emailed you on May 2nd regarding your documentation. Note that the ID was too dark and the statements you have provided were cut off. Please resend in a lighter copy the complete documentation again so they may clear your account.
Should you have other questions, please feel free to contact us.
Regards,
Chantal
Accounting
No such email was received and considering that the 2nd is mentioned they've likely confused, probably intentionally, their email stating that the documents were being forward with a fantastic one in which they told me to resend.
Additionally they have refused the documents that were cut off despite their own stipulation that :
If you do not have a credit/debit card please fax/scan, please forward the
following:
- A valid photo ID
- The top part of your bank statement
- The top part of a utility statement (phone bill, electrical bill, etc...).
Surely a document cut off to display only the top details could not be fairly denied on such grounds.
They are stalling pure and simple and wasting my time unnecessarily. Not only will I never play again at such an intentionally slow playing group, but I will continue to relate my experience to all, especially to new players who are obviously targetted. I'll stick to fast payers such as Ladbrokes, or at least consistent ones such as casino on net which pays without attempts to stall.
