Problem at Imperial

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
I recently made a deposit of $200 at Imperial Casino, and took part in their bonus offer of 100%. After a few days of playing and meeting their wagering requirements, I decided to cash out my balance of $373. After a few days of not seeing any transaction in my e-wallet from them, nor receiving any e-mails, I decided to log in to my account to check the status of my cashout. Upon logging in and seeing a verification screen pop-up, I THEN received an e-mail stating that my account has been put on temporarly hold. Obviously I would not have even received this e-mail had I not logged in, and with a withdrawal pending and a balance of zero, normally there would have been no reason to log in.

So I followed the steps on the screen and uploaded a copy of my ID. I then received an e-mail stating that I must also send a copy of a recent utility bill and a screenshot of my Neteller account. Although not happy about sending all this personal information (especially my Neteller page) I obliged their wishes. I then received yet another e-mail stating that they would need for me to send another form of picture ID as my licence was "almost expired".

My licence was set to expire one week from when I sent them the documents, and is even still valid at this moment. I can understand if I did infact send an expired licence, but for them to request another one because it is "almost expired" is ridiculous. As previously stated I have already sent a utility bill AND screenshot of my Neteller account as well. If the state of Victoria allows me to operate a motor vehicle on a licence that is VALID, I don't understand how this can not be sufficient for an online casino, that has all my other documents as well.

Can I please get some assistance with this issue?

Thank you,

D. Barton
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
My honest opinion is that, since you're going to have to renew your license anyhow... do it and send them the new copy. While I agree with you that if the license is valid that it should be accepted, I don't see why sending them your new license should pose a major problem.
 

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
My honest opinion is that, since you're going to have to renew your license anyhow... do it and send them the new copy. While I agree with you that if the license is valid that it should be accepted, I don't see why sending them your new license should pose a major problem.

The problem is that it's a matter of principle. The ID I sent is valid, it's not "almost" valid, partially valid, or was valid.....it is valid. Sure, in a week from now I can send them a new copy, but why should I have to wait that long to receive my money, when the documents I did send were in fact valid.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
While it is fine to have principles, I'd rather have the cash. I'd take Spearmaster's suggestion since it would probably take more than a week to reach another resolution.

As Dr Phil says "Would you like to be right or do you want to be happy?"

Keep us posted on how long they take to pay you...sounds like a "stalling" tactic to me.
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
I absolutely agree with the OP here, no reason in the world they should have to wait for the new copy of their licence and then scan that one and send it also. The one they are currently using is valid. However, both Spear and Jazzy have a point in re: just do it, and get your money. And yes, please keep us updated for sure.

This is why I personally think that threads like this are so valuable. I don't know what the casinos reasoning is behind this, but I know for sure it's a casino I won't be adding to my "to play" list anytime soon. And DBarton, once you do get your money, I'd be uninstalling them and never going back. If you're going through this, you can bet there are others who have had to fulfill the same ridiculous request, but maybe just never found Casinomeister, or any other forum.

Thanks for letting us know. :thumbsup:
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
While I agreed with your principle, I made the suggestion based on what I believed would be the easiest way to solve the problem.

If you want to stand on principle, that's fine - but if the casino stalls until your ID is no longer valid, you'd still have to send them a copy of your new ID.

Alternately, if you have a passport, you could send them a copy of that instead to speed things up.

I do want to point out that this type of thing is not uncommon: many countries require your passport to have a minimum remaining validity of six months before they will issue you a visa. You may argue that your passport is legally valid - but they will argue that they have the right to refuse entry.

To be honest - while again I agree with you in principle, I do not find this to be an overly unreasonable request from the casino.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
The problem is that it's a matter of principle. ...
It's a matter of your principles. You are operating only on your perceptions from your side of the fence which is unfair to the casino you are complaining about.

Did you ask "why?" they need an ID with a certain due date? There could be a number of reasonable explanations that support "why" the casino requests these items.

Did you think about contacting the casino rep here? That may have been a good start.
https://www.casinomeister.com/forums/members/
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I gotta jump on the bandwagon here, and even though it's a PITA, just renew your license, send them the updated one and get it over with. Then question them on WHY they needed an updated scan of your license.

This is sort of like being pregnant. Either you're pregnant or you're not...there's no inbetween.
 

kmay87

Dormant Account
PABnononaccred
PABaccred2
Joined
Jun 19, 2008
Location
England
Perhaps they are just considering longevity purposes. If they accept your ID, once it expires, do they contact you and ask for a new scan? Perhaps they block your account in the mean time. And that would make things worse.

I can understand where you are coming from. I wouldn't be happy either. Although I know little of the processes in your part of the world, do you have to wait for your license to expire before you can get a new one? Things must be a tad different to over here - I got my license when I was 17 and it doesn't expire til I'm 65!

Just don't go losing that withdrawal while you are waiting!
 

DaKing008

Dormant account
Joined
May 4, 2008
Location
My House
I may be in the minority here but I refuse to play at a casino that thinks they can ask for my ID. With identity theft in the news everyday the last think I'm going to do is trust a non-regulated, quasi legal, online casino with sensitive information like my drivers licence. I understant that this limits the places I play but it also insures that these scam artists won't steal my identity.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I may be in the minority here but I refuse to play at a casino that thinks they can ask for my ID. With identity theft in the news everyday the last think I'm going to do is trust a non-regulated, quasi legal, online casino with sensitive information like my drivers licence. I understant that this limits the places I play but it also insures that these scam artists won't steal my identity.

If you're from the USA, you might as well forget about playing at 99% of the casinos...you won't see a penny without ID.

And besides, it's not like they're going to be able to steal your identity from the heading of a cell phone bill and your drivers license (that's all I have ever given out, and never had any problems). The information they would get from those isn't any different than what they can get from public records, if they do enough snooping.
 

slotheadlizard

The Lizard of Oz
Joined
Oct 22, 2008
Location
Buckeye Nation
Jas

While it is fine to have principles, I'd rather have the cash. I'd take Spearmaster's suggestion since it would probably take more than a week to reach another resolution.

As Dr Phil says "Would you like to be right or do you want to be happy?"

Keep us posted on how long they take to pay you...sounds like a "stalling" tactic to me.

OP, yes sounds crazy but why not renew and just send? If they come up with something else then I would worry. As for Dr Phill, If its my husband Right
Everyone else, Happy:)
 

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
I would just like to thank the rep for assiting me with this matter. Unfortunately there was no resolution other than sending another ID or a bank stamped/signed statement. So I guess I will have to send my ID when I get it. However I just want to reiterate that I think it's absolutely ridiculous that even after sending a valid ID, utility bill, AND a screenshot of my Neteller account, that they still needed more. You know you can take an international flight with less proof of identification!?!
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
I would just like to thank the rep for assiting me with this matter. Unfortunately there was no resolution other than sending another ID or a bank stamped/signed statement. So I guess I will have to send my ID when I get it. However I just want to reiterate that I think it's absolutely ridiculous that even after sending a valid ID, utility bill, AND a screenshot of my Neteller account, that they still needed more. You know you can take an international flight with less proof of identification!?!

Personally, speaking for myself DBarton, I couldn't agree with you more. Casinos never seem to have a problem accepting our money in seconds, whether it be via an ewallet or credit card...but in some cases, trying to get our winnings is like pulling teeth.

This is a huge part of the reason why I stick to my tried and true three casinos....none of these hassles. For me personally, it would totally ruin the experience if I had to go through this.

Please come back and let us know when you do get paid, just for closure if nothing else. I'm also glad that the rep at least responded to your concerns. Thanks again.
 

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
Ok, so here's an update on this ridiculous situation.......I received my new ID and sent them a scanned copy, yet now they are asking for me to send a picture of myself actually holding the ID! I have never heard of anything so absurd when dealing with a casino trying to validate info. At this point I feel I'm being "screwed" with just for the hell of it! As stated initially, everything I had originally sent was VALID. Against my better judgement I even provided a screenshot of my e-wallet, which I find high intrusive and basically a violation of my privacy. I know a lot of casinos ask for ID and a utility bill of sorts when validating information, but now they have gone too far! I have complied with EVERYTHING they have asked for, yet they keep finding excuses not to pay me my funds! So just a heads-up for anyone thinking about giving these people your money, be aware this is a scenario you might run into!
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
is there any way to have a prompt warning on your tool bar or a soft ware program that will refuse us to ,or at least warn us if we go to play at a black listed or a grey listed site ?
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
Ok, so here's an update on this ridiculous situation.......I received my new ID and sent them a scanned copy, yet now they are asking for me to send a picture of myself actually holding the ID! I have never heard of anything so absurd when dealing with a casino trying to validate info. At this point I feel I'm being "screwed" with just for the hell of it! As stated initially, everything I had originally sent was VALID. Against my better judgement I even provided a screenshot of my e-wallet, which I find high intrusive and basically a violation of my privacy. I know a lot of casinos ask for ID and a utility bill of sorts when validating information, but now they have gone too far! I have complied with EVERYTHING they have asked for, yet they keep finding excuses not to pay me my funds! So just a heads-up for anyone thinking about giving these people your money, be aware this is a scenario you might run into!

I know that others may disagree, but I find this absurd. I think it was Jasminebed who also had to fulfill a request similar to this, albeit at a different casino. I don't understand the reasoning, unless they suspect you to be a fraudster who is using stolen or forged ID. And if you were, what difference does it make if you're holding it?

Again, I'd say if you want to get paid....you'll have to comply. It sounds like you're to the point of just not really caring about it anymore, and I can't blame you for that either. I would also contact the rep again, and ask what the purpose is....in having you fulfill this request.

I wish you luck, but depending on the amount involved...I would probably give up myself. I don't even own a digital camera, and I sure wouldn't buy one just for this.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It's taking the P***. Each time the OP fulfills a request, the casino just makes yet another.

When a drivers license expires, it is NOT THE ID ASPECT that has expired, but your legal ability to drive a motor vehicle.

They have ALREADY had WAY more than is considered "standard" in this respect.

This industry risks some govermnent taking notice of how "routine" this kind of thing has now become, and trying to put a stop to it, maybe by a PROHIBITION as the USA has attempted, followed by a few other countries.

The UK government have already put a stop to the practise of hotels asking for copies of passports, and the credit card issuing banks have issued warnings about allowing hotels to make blank receipts that they can use to bill later for extras. The big Rushmore fraud was enabled through leakage of copies of passports, thought to have been taken at hotels, onto the black market.

Rather than complaining to the various industry bodies, perhaps a few players should start bringing these issues to the attention of their respective goverrnments, and get some opinions.

Although few countries have gone for prohibition, there are many who turn a blind eye to online gambling, but when they see the extraordinary requests where some players are pretty much backed into a corner and HAVE to comply because, despite any risks or worries, their money is held to ransom.

If casinos feel they can justify these actions, they should have no worries about the governments of the countries to which they provide services finding out about this practise of over-the-top documentary requirements.
 

Cassa

Dormant account
Joined
May 12, 2009
Location
Victoria Australia
I may be in the minority here but I refuse to play at a casino that thinks they can ask for my ID. With identity theft in the news everyday the last think I'm going to do is trust a non-regulated, quasi legal, online casino with sensitive information like my drivers licence. I understant that this limits the places I play but it also insures that these scam artists won't steal my identity.

How I agree with you :thumbsup: I always put my right birth day but make the year 1 different because of identity theft I had so much trouble from a casino to get $500 because of that, even tho I had sent all documents requested. When I explained how I felt about identity theft they said they would not pay me untill I fixed up all registration details, I did but have been worried about it ever since I really hope no one else gets my details.
About an Australian licence you can renew it for 1, 3 or 10 yrs & it is quite expensive. I always go for the 1 year option. Honestly IMO whether it is expired or not it is still ID with a picture to back up your other documents & why should it matter if it is expired or nearly expired - it's not like your driving there to get your money. In Australia there is no need to own a passport unless you are leaving the country so the majority of Australians don't have one.
 

Mallorca

Experienced Member
Joined
Dec 27, 2004
Location
Stockholm
Ok, so here's an update on this ridiculous situation.......I received my new ID and sent them a scanned copy, yet now they are asking for me to send a picture of myself actually holding the ID! I have never heard of anything so absurd when dealing with a casino trying to validate info. At this point I feel I'm being "screwed" with just for the hell of it! As stated initially, everything I had originally sent was VALID. Against my better judgement I even provided a screenshot of my e-wallet, which I find high intrusive and basically a violation of my privacy. I know a lot of casinos ask for ID and a utility bill of sorts when validating information, but now they have gone too far! I have complied with EVERYTHING they have asked for, yet they keep finding excuses not to pay me my funds! So just a heads-up for anyone thinking about giving these people your money, be aware this is a scenario you might run into!

Hello DBarton,
I know how you`re feeling...I had to send a picture of myself holding the ID too.It wasn`t at Imperial it was at the "semi-rogue" Irish Luck.Imperial is a good casino and accredited here. I personally never had an issue with them,they pay me within 24hours through Neteller no questions asked.
PM Imperial casino representative here and ask about this situation because this is excessive.
Good luck
 

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
When I first made my post I had PMed the rep and they were nice, not very helpful, but nice. When this new situation arose I sent another PM but have yet to have any response, nor have I had any further respone from the casino after replying to their e-mail request.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
I know that others may disagree, but I find this absurd. I think it was Jasminebed who also had to fulfill a request similar to this, albeit at a different casino. I don't understand the reasoning, unless they suspect you to be a fraudster who is using stolen or forged ID. And if you were, what difference does it make if you're holding it?

I did, but in my case my photo ID (OHIP card) does not have my address. I was cashing out from a free, no deposit bonus from a new casino (VegasSky), so did not find the request completely ridiculous. Payout was very prompt after I fulfilled the request.

My original feeling was the casino was stalling the OP by refusing to accept a then valid driver's licence.

Now he's complied with their unreasonable request, and they still are not happy.

Definitely sounds like they are delaying your payment via such tactics.
 

DBarton

Banned User
PABnoaccred
Joined
Mar 6, 2008
Location
Australia
So here is another update on the situation, which unfortunately seems like it will be the last update on this matter. So the casino finally responded, as well did the rep with the same exact mail.....

"This is to inform you that your account has been permanently banned as a
result of inconsistencies which have not been sufficiently clarified,
and/or due to the submission of inaccurate or false documents.

To ensure the continued integrity of our players, your account will
remain banned. This decision is final and we consider the matter
closed."


Obviously this is a bunch of crap, as they never wanted to pay me in the first place, which is why they continued to make requests for more documents when everything I had sent was UP TO DATE and VALID! The fact that they are now trying to say that my information is inaccurate and/or false is complete BS! If that really was the case then why wouldn't they say that in the first place, instead of approving the documents I did send, yet make up the stupid excuse about my expiration date?!

So it seems at this point I am out of options, which is quite unfortunate as I thought the purpose of this forum was to get issues such as this resolved. While I do appreciate the comments and support in this thread, this forum seems nothing more than a place to "complain" and possibly alert others of their shady tactics, rather than someone actually getting involved to help rectify the situation!
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
So it seems at this point I am out of options, which is quite unfortunate as I thought the purpose of this forum was to get issues such as this resolved. While I do appreciate the comments and support in this thread, this forum seems nothing more than a place to "complain" and possibly alert others of their shady tactics, rather than someone actually getting involved to help rectify the situation!
Sorry (it's late), did you say you had already Pitched a Bitch?
If not, now is the time!
Imperial are CM accredited, and as such they should give the full reason for their actions to Max or Bryan who will then argue your case for you if they think the casino is in the wrong, or (hopefully) explain to all here why the casino is right.

BTW, have you ever played for real at ANY other Grand Virtual casino before this?

Good luck!
KK
 
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