Casino Complaint Problems with documents on Quatro casino(casinorewards group).

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
Hello. I am registered at quatro casino, and receive 100 euro in scratch cards. On this, i won 25 euro, and should made only 1 euro deposit to receive bonus. I made deposit and start playing. I played in Lord Of The Rings slot, and he give me a biiiiiiiiiiig win, 660 euro(for lines of wilds, just two lines + gollum made +2 wilds lines). It was amazing! I complete playtrhogh and my balance was 650+ euros. I made cashout of 500, and for rest i playing.
After 3 days i contact live chat about my cashout(it should be a pending only 2 days). They send me email where ask utility bill + photo id. I send it to them.
After it i receive message:
'Hello Dzmitry,

please be advised that further investigations are being conducted on your account therefore we need you to provide notarized copies of the following:

1) Your proof of ID

2) Your utility bill.

Please note that they have to be notarized as authentic copies by a lawyer, accountant or anyone certified as justice of the peace.

Please include their contact details in your email.

Should you have any questions please let me know.

Regards,

Sally

Risk Management

Casino Rewards'
I played on many pokerrooms, and casinos, and send documents many times, but i dont know what is it notorized copies. Okay, i go to notorial contor and had a speech with man, who should do this copies. He ask me why i need it, i said for casino. He told me if it is registered in Belarus? I said no, in Australia. He tell me that he cannot made notorized copies for me because casino registered not in Belarus or SNG countries(Russia, Kazahstan). I was upset, and go to lawyer contor(dont know how it be in english) , and received there same answer, wtf?
They dont want to made copies for me because casino no in Belarus, i just ask them very much but nothing, they told about something laws etc.
Also i ask how much it cost... 100$ for one copy. OMG, i earn in my job 200$ per month, and its average in Belarus.
So, i contact quatro casino and describe them this situation, but they dont want even listen me, just told that i dont receive money without that copies...
So there is a problem, i cannot made copies, damn, i even hadnot 100$ for it(i need 2,so it will be 200$!!!!!). 200 dollars for nothing!
I tryed to do all that can, contact live chat many times, but no one there do not want to help me receive my money(i dont broke any rule while playing, nothing).
My friend who is gambling many years give me link on this forum, and told that only here i can receive help. So i am asking your advices and anything that can help.
If i need provide screenshot of win, username, email, any letters from quatro or anything else, i will do it without problems.
Please help me made my fairtail of win real.
 

KasinoKing

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just read forums a bit, found a rep for CR group, send email to her https://www.casinomeister.com/forums/members/
its good, or i should not do this?
Definitely do this!

If she can't help you, you may have to Pitch-A-Bitch - but I'm not sure if this will help as the issue is over notarised ID which is a fairly common request by casinos who have reason to suspect any sort of fraud.

KK
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
I am really dont want use Pitch-A-Bitch , quatro casino is does not cheat me, they had good live support, good slots, good tournaments, software doesnt laggy , etc . Its a bit misunderstanding with me and casino, and i just tryed to make them to listen me a bit...
Also, if see this problem, its my problem that i can not provide that documents, not their. But i am explain why i cant give them this 'notarized things'. Hope Renee will help and all will be ok, just need a wait a bit more.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I am really dont want use Pitch-A-Bitch , quatro casino is does not cheat me, they had good live support, good slots, good tournaments, software doesnt laggy , etc . Its a bit misunderstanding with me and casino, and i just tryed to make them to listen me a bit...
Also, if see this problem, its my problem that i can not provide that documents, not their. But i am explain why i cant give them this 'notarized things'. Hope Renee will help and all will be ok, just need a wait a bit more.

You were too open with the lawyer. Try to be less specific, say you need to prove your identity for a "contractural matter" between yourself and a company. If the lawyer asks probing questions, say you are bound by contract to keep such information confidential.

Slotmonster should be able to offer you much more specific advice.

You probably ARE involved in "breaking the law" by playing at an unregistered casino as far as Belarus is concerned, and if the lawyer knows, he would also be breaking the law by assisting.

This is an issue that has plagued US players for a long time, and many have experience of having to be "economical with the truth" when contacting notaries and banks. It is about giving just enough information to satisfy them, but without lying, and without giving too much away such that they then "knowingly" assist in what might be an illegal procedure.

An alternative I suggested some while back to get around this problem is for casinos to ask for a photo of the player holding up their photo ID document. In effect, this means the casino gets to see what a notary would, the person bearing the document along with the document itself. This is an unpopular request, but not as unpopular as being asked to get a notary involved.

A wide variety of people of high standing can act as a notary, not just a lawyer. The email has given you a few examples. They would have to be both contactable by the casino, and verifiable through independent means, such as by their professional bodies, or government (in cases like a Justice of the Peace).

For some reason, they suspect you are faking something, so they are not going to accept your word alone on anything, and that includes your explanation that no lawyer will carry out this task.
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
xD ;)
No, casino doesnt cheat me(i am still think so...).
Also, lets speak english as casinomeister ask you in your thread. If you want to friendly talk, go PM messages, i will able to speak on russian with you :thumbsup:
I still waiting answer from the Renee, but live support when i tried to resolve it told me that 'NOBODY WILL HELP ME, ANY MANAGER OR AFFILIATE OR COMMISION'. This was a bit sad and not good, but ok, this is only live support...
Maybe slotmaster who from Belarus too can help me some...
I will keep it updating anyway.
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
I want to send, but how... :(
She told that its win win situation, even if i should pay 100$ for this i will receive from casino money...
But i even cant receive these documents, and right now even i can receive it, i have no 100$, its ~50% of my monthly earnings)
 

butterflyboogie

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Jun 4, 2008
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Casino Oblivion
notary

rzyavgo:478071 said:
I want to send, but how... :(
She told that its win win situation, even if i should pay 100$ for this i will receive from casino money...
But i even cant receive these documents, and right now even i can receive it, i have no 100$, its ~50% of my monthly earnings)
. Just go to a different notary and tell them you need your ID and whatever else it is to be notarized. Let them know it is for business purposes BUT don't tell them all the details. I wouldn't think you had to tell every detail. I am not saying to lie however is it necessary to tell them every detail? Good luck I hope you get it. This is another situation where documents should be asked for before depositing. Why is it ok to take the money and the casino doesn't give a flip if you are who you are it not, yet if you win you have to be verified. Why??
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I want to send, but how... :(
She told that its win win situation, even if i should pay 100$ for this i will receive from casino money...
But i even cant receive these documents, and right now even i can receive it, i have no 100$, its ~50% of my monthly earnings)

How did you make the $1 deposit? Credit card I presume? Well could you use that?

Also, why would you leave almost a months wages in your account to gamble with, if you are so poor/poorly paid.

I think you should also be aware that players from your part of the world are often subjected to harsher ID requirements, due to large amounts of player fraud. I'm not saying its fair, but that's the way it is. Maybe you could borrow the cash to get the notarization, or ask the casino if they would wait until you can afford it.

The offer by the casino to cover the cost is very reasonable IMO.

. Just go to a different notary and tell them you need your ID and whatever else it is to be notarized. Let them know it is for business purposes BUT don't tell them all the details. I wouldn't think you had to tell every detail. I am not saying to lie however is it necessary to tell them every detail? Good luck I hope you get it. This is another situation where documents should be asked for before depositing. Why is it ok to take the money and the casino doesn't give a flip if you are who you are it not, yet if you win you have to be verified. Why??

Pre-verification i.e. before you're allowed to deposit, is unworkable as things stand. Players, like all gamblers, want instant gratification....they want to signup and play. A casino that opens with this new policy, or established ones that introduce it, would be committing commercial suicide. Can you imagine how long it would take to verify docs and IDs when all players are sending them in at once? New casinos get thousands of players each day, and an established one suddenly requesting them from all players might get swamped by tens of thousands. It could take weeks before you can play again....and players would just go elsewhere.

It's a great idea and would save some problems at the other end, but unless every operator decided together to implement the system, which would never happen, it just cannot work.

Mind you, it is actually pretty rare for the average Joe to have major problems with verification. Many cases are because the casino suspects fraud and requires further docs....and they are quite often correct in doing so as the player ends up being busted.
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
I made deposit using moneybookers, because i have no credit card :p just dont need it.
Also, casino doesnt pay me for my notorized documents, Renee just told that i withdraw 500 euro of winnings, and 100$ for documents not so big, because i win 500 euro. But its a bit unfair i think, i won money clearly, and should not pay any of these winnings only for withdraw it.
Thanks for advices, will try to do something because really need this money.
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
Also, why would you leave almost a months wages in your account to gamble with, if you are so poor/poorly paid.
i am just think that can win a bit more, so leave some money on my account. No wager for it, no restrictions, its good possiblity to win something i think.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I made deposit using moneybookers, because i have no credit card :p just dont need it.
Also, casino doesnt pay me for my notorized documents, Renee just told that i withdraw 500 euro of winnings, and 100$ for documents not so big, because i win 500 euro. But its a bit unfair i think, i won money clearly, and should not pay any of these winnings only for withdraw it.
Thanks for advices, will try to do something because really need this money.

I thought moneybookers had a $20 minimum for uploads? Or is it different direct through the casino? How did you fund moneybookers?

If you're happy to lose $150 then you can't need the money that urgently IMO. Just get the notarization done.
 

rzyavgo

Banned User -Violation of forum rules <a href="htt
Joined
Mar 15, 2012
Location
Republic of Belarus
where am i told that i am happy to lose it?)
I played these 150$ tournaments...
Just had some money on webmoney from Pokerstars, and then easilly change it to moneybooker on neverfold.ru (russian big poker forum).
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
where am i told that i am happy to lose it?)
I played these 150$ tournaments...
Just had some money on webmoney from Pokerstars, and then easilly change it to moneybooker on neverfold.ru (russian big poker forum).

I was being helpful and sympathetic because you made it appear that you were poor and couldnt afford the notary.

The fact that you have funds in webmoney, and that you can afford to play poker, tells a different story.

Pay the notary and send the documents and stop wasting time complaining about it and (IMO) trying to "guilt" the rep into waiving the requirements.

Your options are provide the documents or forget your $500. Simple. Make your choice (in "Saw" voice)
 

LLIuIIa4

Banned User - PITA and a racist
Joined
Feb 29, 2012
Location
Russia
where am i told that i am happy to lose it?)
I played these 150$ tournaments...
Just had some money on webmoney from Pokerstars, and then easilly change it to moneybooker on neverfold.ru (russian big poker forum).
what is your nickname on neverfold?) I, too, there
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I made deposit using moneybookers, because i have no credit card :p just dont need it.
Also, casino doesnt pay me for my notorized documents, Renee just told that i withdraw 500 euro of winnings, and 100$ for documents not so big, because i win 500 euro. But its a bit unfair i think, i won money clearly, and should not pay any of these winnings only for withdraw it.
Thanks for advices, will try to do something because really need this money.

This could easily happen again at a different casino, so it is worth while finding out whether it can be done, as if not, you may be better off either quitting playing, or getting yourself pre-verified before playing.

Since other players from your region have managed to get their documents notarised, it must be possible. It might be worth asking some fellow players via PM how they went about it, avoiding getting turned away as you were.

Once you find a notary who can do it, you will know where to go if there is a next time.

They also said an accountant could do it, and they may have a different view than a lawyer, and may do it without asking so many searching questions, or finding legal reasons for refusing.
 

SlotMonster

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What is the reason for sending notarized documents?

Why it is NOT enough just to make a photo of passport/utility bill/moneybookers account statement and verify player's account?
 

vinylweatherman

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Joined
Oct 14, 2004
Location
United Kingdom
What is the reason for sending notarized documents?

Why it is NOT enough just to make a photo of passport/utility bill/moneybookers account statement and verify player's account?

The casino questions the validity of the images (copies) made of the documents by the player, so wants independent verification that the copies are genuine, and of genuine documents, by having them independently verified by a notary.

This procedure has become more common recently, and there are frequent threads about this.

The OP claims that no Notary will perform this task knowing it is for an online casino, hence the only way to get it done is to keep this detail from the notary, or find one that does not insist on knowing why notarised documents are required.

The casino has made it clear they are not going to budge over this, so it's get them notarised, or kiss goodbye the 500 withdrawal.

A more experienced player would not tell a notary such detail, but would use more general reasoning. NO US player for example would ever get their documents notarised if they said it was for an offshore casino.

He could simply say that it is required of him by the sending bank because of the international agreement on the prevention of money laundering, which is the reason casinos give if asked to state why they must go to such lengths to ensure the player is who they say they are.

Once they offer services outside of the UK, even Big Casino may find it has to make this request of some players.
 

GrandMaster

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The OP claims that no Notary will perform this task knowing it is for an online casino, hence the only way to get it done is to keep this detail from the notary, or find one that does not insist on knowing why notarised documents are required.

The casino has made it clear they are not going to budge over this, so it's get them notarised, or kiss goodbye the 500 withdrawal.

A more experienced player would not tell a notary such detail, but would use more general reasoning. NO US player for example would ever get their documents notarised if they said it was for an offshore casino.
I have had to deal with notaries maybe 3 times in my life, I don't recall that they asked me why I needed those document notarized. The definitely did not ask me to produce evidence that I needed those documents for any particular purpose. They were just happy to sign and stamp the papers and take the money.
 

SlotMonster

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The casino questions the validity of the images (copies) made of the documents by the player, so wants independent verification that the copies are genuine, and of genuine documents, by having them independently verified by a notary.

This procedure has become more common recently, and there are frequent threads about this.

The OP claims that no Notary will perform this task knowing it is for an online casino, hence the only way to get it done is to keep this detail from the notary, or find one that does not insist on knowing why notarised documents are required.

The casino has made it clear they are not going to budge over this, so it's get them notarised, or kiss goodbye the 500 withdrawal.

A more experienced player would not tell a notary such detail, but would use more general reasoning. NO US player for example would ever get their documents notarised if they said it was for an offshore casino.

He could simply say that it is required of him by the sending bank because of the international agreement on the prevention of money laundering, which is the reason casinos give if asked to state why they must go to such lengths to ensure the player is who they say they are.

Once they offer services outside of the UK, even Big Casino may find it has to make this request of some players.

We decided to go other way: if we need an additional proof and verification - we just ask players to send us photos of the same documents, with a piece of paper near it, where we ask to write a random word or phrase we provide. It could be a username, date or anything else.

We also can request bank statement with transactions history, where deposits to BigCasino will be clearly seen.
 

P.V.

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Notarization verifies the person, in person by a notary. They also can verify that the document is authentic by stamping their seal on the document. Of course there's a fee and a notary log that they must enter what, when and why they notarized the doc., it's logged.

I understand why this is happening but for U.S. players its cracked! Who goes to a notary to get their D.L., or Electric Bill notarized, I wouldn't.

An OC could ask for you holding your doc's with farm animals but this isn't going to show them that your doc's are real, you're who you say you are, JMO.

Sorry for the rant but there's better ways to handle verification than snap shots of me holding my bank statement, standing on my head or whatever's requested. :rolleyes:
 
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