Resolved Royal Vegas withdrawal

jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
Hello all,

I am new here, and i like to share a problem with you. For a couple of years i play at several online casino's. Also at Royal Vegas from the Fortune Lounge Group. About a week ago i made a withdrawal (100euro) and wait for it to show on my moneybookers account. After a couple of days, nothing received, i take a look at my casino account and see that withdrawal was still work in progress. So i started live suport, they tell me that they need new documents from me. So i send a bill and a copie from my passport. I then got an email and they say, bill was oke, but the passport was black and white and that was not acceptable. So i send in a color version, and they let me know they received it.
No money received, so take another look at my casino account, still in progress, so i emailed the costumer support, and they say, we did not receive your documents, so i start another conversation with the live support. First they say, we did not receive the documents, and then they find them, so i had to wait. Today i emailed again, and now they say the documents ware not accepted, i must let them certified by a commissioner of oaths ???
So i start another live support conversation and ask them what they want to do, and they tell me that i must go to the police or a lawyer for a stamp on my documents and then send them to them.

I tell them that i was playing for a couple of years with them and also at Platinium Play and 7 Sultans (both also from the Fortune Lounge Group) and there were no problems. And they have already a copie from my older passport and bills. Then i asked them what was wrong with my documents, but they did not want or could tell me.
I am very frustrated right now, and i think there is nothing else i can do, except going to the policy or lawyer, which i am not going to do. So i think i lost my 100 euro's.

If anyone knows what to do, please tell me?
 
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breakstone

Experienced Member
PABnonaccred
PABnononaccred2
Joined
Apr 24, 2006
Location
Australia
Fortune Lounge

Ask for your deposit back, close your accounts wth Fortune Lounge and go elsewhere.
 

jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
I don't think they will give me back my deposits, that was a lot more then the 100 euro's :( And i will close my account if there will be no solution.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
First off they should have notified you that they needed new documents and not left you hanging in space. I understand them needing a current bill but if they accept docs by e-mail and fax then how would they expect you to send a colored fax? They misplaced them the second time you sent in your docs and then they find them, oh my! Now you've sent your personal documents 3 times by unsecure e-mail and they're still denied? Several places are wanting the docs to be notarized now days, not sure why. At a notary or whomever you'll show the same documents the casinos are asking for such as ID etc so it's like your verifying yourself twice. Personally I'd stay on them and get paid, don't let them off the hook. In the future I'd pre-verify before depositing.
 

jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
For me it is new that they should documents verified by police or a lawyer, and if that is a new rule i think a lot of people will stop playing online, i know i will. But, to tell you the truth, i don´t believe this, i don´t know why they do this to me.

And offcourse you can pre verify before depositing, but i never have any trouble in this casino, and i made a lot of deposits and even made some withdrawals to.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
If anyone knows what to do, please tell me?
This casino is Casinomeister Accredited.
One of the stipulations they must adhere to states:
"Must not implement terms that can be construed as "unfair" towards the player."

Personally I think what they are asking for is very unfair for a long-time customer with previous deposit & withdrawal history.

So I would Pitch-A-Bitch.
(Please read & comply with the FAQs for this).


KK
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hi, Max Drayman here. I handle the Pitch-A-Bitch stuff here at Casinomeister.

What KK said above is all good advice. The only thing I'd add is that the PAB FAQ is pretty much required reading for those wanting to use the PAB service. The FAQ starts here.

Happy reading and I'll be looking for your PAB.

Regards,
Max.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I know now, but i already placed it on the forum.

Don't worry too much about that this time. It's a single post and I can take care of that once your PAB is in. It's generally only a problem if the thing has been hashed around on the forums for a while, or if you're really over the top about it (lots of posts slagging them off), or if you are posting about it __while__ I'm working on the PAB (that's a real no-no).
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
What I really meant was that Jena should also refrain from posting in other fora to show some faith in the PAB system. With a PAB in progress the casino may not feel that the OP is sincere when he/she continually talks about it even if not in CM land.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
After another review of jena's account we have decided to pay her cash-in.

Although we very seldom ask for notarised documents (for very specific reasons) we did so in this case due to certain links we found.

jena has, however, been playing with us for some time and on that basis we have reversed our decision.

I apologise for the inconvenience caused.

This is yet another great example of how a good forum can work for you. There are multiple fora out there where players complain about issues, yet the forum owners / moderators have no real interest in actually resolving issues. The result is that these fora are kept alive by constant negativities with no real value to any of the participants except those who thrive in such an environment. Casino representatives tend to avoid these as there is so much negativity that, whatever you do, nothing will ever be right.

It is a fact that many errors creep in when you deal with large volumes in a Call Centre and the PAB function gives forum members the opportunity to raise issues with casino representatives who can (and should) actually do something about it. We welcome this opportunity.

Wim
VP Ops
Fortune Lounge
 
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jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
"After another review of jena's account we have decided to pay her cash-in"

Very nice to see this :thumbsup:

"Although we very seldom ask for notarised documents (for very specific reasons) we did so in this case due to certain links we found."


I have a question about this, but maybe it is better when i do that by pm?

"jena has, however, been playing with us for some time and on that basis we have reversed our decision.
I apologise for the inconvenience caused."

Accepted.


"This is yet another great example of how a good forum can work for you. There are multiple fora out there where players complain about issues, yet the forum owners / moderators have no real interest in actually resolving issues. The result is that these fora are kept alive by constant negativities with no real value to any of the participants except those who thrive in such an environment. Casino representatives tend to avoid these as there is so much negativity that, whatever you do, nothing will ever be right."


I agree with you.

"It is a fact that many errors creep in when you deal with large volumes in a Call Centre and the PAB function gives forum members the opportunity to raise issues with casino representatives who can (and should) actually do something about it. We welcome this opportunity."

Wim
VP Ops
Fortune Lounge[/quote]

Thanks for your reaction Wim and i am glad that this problem is solved.
 

jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
maxd and casinomeister

maxd and casinomeister, thank you both for giving me the upportunity to put my problem on this forum. Thanks for your effords to help me. Your great :thumbsup:
 

jena1953

Full Member
PABaccred
Joined
Apr 1, 2010
Location
Nederland
Problem with Royal vegas SOLVED

With the help from people here and the rep from Fortune Lounge, this problem is solved in a good way. :yahoo:They have paid me, so again, i like to thank everybody who help me with this problem.

grt,
jena
 
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