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Question Security Standard Required by Casinos for ID Documents

Discussion in 'Online Casinos' started by cass1071, Nov 9, 2012.

    Nov 9, 2012
  1. cass1071

    cass1071 Full Member

    Occupation:
    .
    Location:
    Australia
    I am guilty of playing at casinos and never verifying my identity...until now that I have a pending withdrawal of a Tidy $5k at a Playtech Casino. My problem is they continue to tell me my ID does not meet their security standards even though I think they are crystal clear and in the required format (jpeg).

    Because this very casino only ever answers questions they want me to ask and not what I actually ask, it has been like pulling teeth trying to establish the reasons why they have rejected my drivers licence to ensure I send through another version without making the same mistake.

    So I post this in the hope that a casinomeister member can shower me with their expertise and provide clarity on this for me. It is very difficult to feel this is nothing more than the usual stalling tactics especially as they are a 4 day pending period for processing to start with. Please help I am at wits end.:mad:
     
  2. Nov 9, 2012
  3. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    They refuse to tell you why your documents aren't up to their security standards? If true that's pretty weird and roguish. Which Playtech is that? Maybe they have a rep on this forum and you could PM him/her. If not I'm afraid that you'll have try your luck with a PAB.
     
  4. Nov 9, 2012
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    You need to tell us the name of the casino, then hopefully someone here can point you in the right direction.

    KK
     
  6. Nov 9, 2012
  7. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Hi Cass1071, there's not a security standard as stated within your header for the sharing of requested ID documents by online casino's, to date.

    If in fact you insecurely sent your personal information by regular email they should see what you see. If it's clear, it's clear.

    If you faxed the information, it's probably not clear, try another method.

    If you're uploading to the site, maybe they're having problems within their system, not sure.

    Hopefully it's not a delay.
     
    Last edited: Nov 9, 2012
  8. Nov 9, 2012
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They seem to be deliberately evasive so that you can't know just what has gone wrong.

    If it's a government issued driving license, that's what you get. If it doesn't meet their standards, take it up with the government concerned. You could do this yourself, but make sure the casino is fully aware that you are going to tell your government that an online casino has rejected the country's official drivers license as "not meeting security standards". This should get them to be more cooperative and tell you what the problem is.

    More than likely it will be down to the quality of the scanned document. To get a decent copy, you need to scan in 300dpi "photo quality". Many scanners automatically determine what quality to use, and will often treat mixed content like a drivers license as a "document", and scan at 150dpi. This will produce a poorer quality image that is liable to get rejected by casinos.

    You could try a passport if you have one, but remember to force 300dpi mode when scanning.

    An alternative is to use a digital camera that has a close up mode (no flash), and take a picture in good daylight.
     
  10. Nov 9, 2012
  11. tinybettor

    tinybettor Experienced Member

    Occupation:
    Retail Store Manager
    Location:
    Australia
    As suggested I recommend using a quality camera with good lighting (natural daylight) and not scanners as they don't seem to properly reproduce all the details of the card.
     
  12. Nov 9, 2012
  13. IanO

    IanO Regular Human

    Occupation:
    Marketing and promotions
    Location:
    Ireland.
    Some good advice so far. In case it helps I'll add some tips from my own experience.

    1: Make sure the full document can be seen. You cannot be sure what security features they may be checking so ensure the clear id can be seen to all four edges.
    2: Using a camera phone is fine, but (especially with older phones) make sure to clear any dust or gunk from the lens for better quality.
    3: Don't use a fax. Just don't. The quality is often terrible, despite looking fine at your end. Scan or upload them if you can, following the earlier advice.
    4: Check the dates. ID's still need to be valid and in date, and any statements provided often need to be recent (within a few months is a good rule of thumb). Online statements should also be avoided - stick to hard copy, mailed, versions.
    5: Do all the details match EXACTLY? If your ID says 'Richard' but you registered at the casino using 'Rick' as that’s what you go by, this could be a problem. Or maybe you got married and your surname changed? (do you need to include a marriage cert?)

    Without more details from the casino the above are just suggestions and shots in the dark, but if you are not already ticking all the above boxes make sure you do before re-submitting. Best of luck.
     
    2 people like this.
  14. Nov 10, 2012
  15. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    To the o.p.

    I am having similar issues once again with inetbet, it is one of the most stressful issues I have ever dealt with any casino and I now have lost hundreds of dollars over a simple 100 dollar withdrawal requests.

    They won't tell me what is needed, they just send me emails saying incomplete forms and 1 email saying that I am "threatening" them for saying I am going to take legal action.:confused::confused: and have got no answers or a sorry.

    Saying this I have p.m.'d the rep but don't think he/she has been on here for a few days and looks like I may be making progress on my issue and hope you have success with yours.:thumbsup:
     
  16. Nov 10, 2012
  17. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    And the saga continues, after being told to do my withdrawal via moneybookers and not eco card, I am now told no it must be done via ecocard, so why was it not processed when they finally verified my account and my withdrawal was still in the screen as ecocard withdrawal? Who knows.................:rolleyes:


    All I know is it just cost me more money now.
     
  18. Nov 10, 2012
  19. cass1071

    cass1071 Full Member

    Occupation:
    .
    Location:
    Australia
    my laptop died, sorry for not following up. The casino is Casino Tropez.....the images taken capture the entire licence and all four sides and was emailed through to them.
    Even as I post now, I am on live chat this is the vein of things:

    cass10: if my drivers licence is the problem, what specifically is the problem
    cass10: the email stated credit cards had been saved in the secure file
    TeeshaVIP: We have received it. However, we regret to inform you that we cannot accept all the copies because they didn't pass our security standards.
    TeeshaVIP: Kindly send us again a photographed copy of those documents.
    cass10: you are not hearing me, I have received email confirmation that the credit card images sent in September 2012 were accepted
    cass10: in September 2012 so if they were accepted then, how can they not be valid now
    cass10: and what is the problem with the drivers licence?
    TeeshaVIP: They didn't pass our security standards.
    TeeshaVIP: We are asking your cooperation to resend again the said documents.
    cass10: what are your security standards though if you do not tell me why it fails how can I correct the problem
    cass10: it is in my best interest to cooperate what I am asking your casino to do is to be upfront as it appears this is nothing more than stalling tactics. I was trying to get an answer 24 hours ago, I have made an international call to your casino I have done
    cass10: everything humanly possible and everything asked of me
    TeeshaVIP: I understand how you feel.
    TeeshaVIP: Can you please try to resend the said documents again now?
    cass10: well tell me what was wrong with the licence so I can correct it
    cass10: Teesha why did it not meet your standards

    I am 6.5 hours away from it being supposedly released from my account....yeah like thats going to happen.

    I emailed them more than 24 hours ago asking why the images failed and I had to contact them now some 24 hours later as I still had not received a reply
     
  20. Nov 10, 2012
  21. cass1071

    cass1071 Full Member

    Occupation:
    .
    Location:
    Australia
    IanO -I have a problem when they set a standard that you need to meet but will not tell you what it is. If I am not meeting their security requirements they have to tell me why or better still where it fails to meet the requirement.
    It is similar to their VIP levels, they advertise as your VIP level goes up, your withdrawal pending period will decrease ie starts at 4 days for a new player but when you ask them what you need to get to the next VIP level and what the timeframe decreases by they do or should I say, will not disclose
     
  22. Nov 10, 2012
  23. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Give us an update once this has been done. ;)
     
    1 person likes this.
  24. Nov 10, 2012
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It does seem more and more like stalling. They are deliberately setting up an impossible situation for the player. Sending the same files again as they ask will make no difference whatsoever, they have already decided not to pay, but are engineering it so as to look like the player is at fault for not cooperating.

    Whilst they may not give exact details, they should be offering suggestions such as telling the player to try a different scanner setting.

    It should not be down to a forum to be giving this advice, it should be down to the casino.


    Given that this is Tropez, it isn't all that surprising, and makes me more certain that this is a case of them having already decided not to pay, but are jerking the player around in the hope they will end up playing back the withdrawal and make the problem go away. If this does not happen, they will eventually say "not paying".

    Whilst making threats is not a good idea, there comes a time where the casino is taking advantage of the patience of the player, so the tactic should be a steady increase in the application of pressure, rather than a sudden wheeling out of the most threatening thing you can do.

    Tell them you are taking this issue up with your government department responsible for issuing the drivers license because the casino is insisting that the government has not issued a document considered secure enough. Tell them that you have been forced to ask the government department for help in resolving the issue because the casino refuses to assist, or even advise on the next step. Once you are certain they have received it, keep your head down for some time, government departments don't send back answers that quickly, and claiming you have head back the next day will allow the casino to call your bluff.

    The LAST thing they want is your government even KNOWING that they have demanded you send this document by insecure email, even less that they are wanting something even more secure than the government feels is necessary for this class of document.

    Their next move may well be to ask you to send certified copies to the Philipines, and your reply should be "OK, just as soon as I have received formal permission from the government department to do so". Leave it a while, and then post the documents if you feel the amount is worth it.

    Under no circumstances play it back, let the problem sit on their books for as long as it takes, and vow never to play there again, ever.


    If the casino is honest, my experience is that they DO help you by giving you advice on how to produce files of suitable quality. Some casinos even have an FAQ section about it, and will give many of the tips mentioned here, such as making sure the whole document can be seen, 300dpi scanning has been used, etc....
     
  26. Nov 10, 2012
  27. cass1071

    cass1071 Full Member

    Occupation:
    .
    Location:
    Australia
    My poor laptop gets the keys bashed with my anger lol.

    The plot thickens, docs resent again and online chat says I have to wait 24-48 hours for confirmation they have been received...what I say, my withdrawal is due for release in 4 hours. But that is only if you have already sent docs and they have been approved. Mmmmm it is amazing how you can accept my deposits considering your strict standards. Further, you have been online chat for 25 minutes with me and you could check docs 50 times in that time.

    Complicating things further they reversed my withdrawal back to my casino account after 1.5 days as I requested my withdrawal be processed to my bank account (joint with partner) and they said no can do as your account name at casino is different to bank account name. Oh really I say, not knowing what the rest of the world do, here in Australia it is not unusual that your first name would be shortened to an initial ie Jennifer becomes J. They wanted me to process the withdrawal again, not on your life I say because then you restart the 4 day period all over again, you guys do it please which they did. I need to keep in mind if I don't satisfy these creatures within 7 days it goes back to my casino account anyway so the 4 days begin all over again.

    I need advice I am noticing a language barrier also and my fiery temper (gotta love a red head) is not helping me any and I even resorted to caps lock for the first time in my life when online chat were providing stupid answers
     
  28. Nov 10, 2012
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    That's odd, why are they talking about processing your withdrawal before they have even said your documents are OK?

    They are going to make sure they string this out so that they can put the money back into your account.

    I have seen this before, player plays the money away after this level of frustrations, and as soon as they have lost it, they are told their documents were fine all along, and that the confusion was merely a misunderstanding, offering you another bonus as compensation.

    Do NOT play it back, but rely by asking what withdrawal methods they CAN use for payment, and accept the one from their list that is best for you. You would then have them backed into a corner, and they would not be able to say that a method they suggested is suddenly no good.

    A cheque is the method that you may have to put up with, as in cases of doubt it is the most secure for the casino, being delivered to the address you registered at the casino, so itself acting as a further address verification step.

    How did you deposit?
     
  30. Nov 10, 2012
  31. colly

    colly Senior Member MM PABaccred

    Occupation:
    Finance (Corporate Tax)
    Location:
    sydney

    I agree with VWM in the main especially the advice not to give in and play it back- in fact uninstall the casino if it eases the temptation- it will ask you why (tell them ) and you can always reinstall later

    However you should receive the funds back to the method you deposited- try and AVOID cheques as you are Australian- if it comes from OS you will have upto 6 weeks to clear and if it is in USD you will incur FX of 2.5%on the amount, a foreign cheques clearance fee usually about $10-20 on the amount and get a really bad FX rate (Australian banks screw their customers with ease)
     
  32. Nov 10, 2012
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Most players avoid cheques for this reason, but sometimes casinos insist. They have already refused the OP's request to withdraw to Moneybookers, and surely would only consider this if it was not possible to send the withdrawal back to the deposit method.

    Even 6 weeks and a 2.5% fee is better than no money at all, or playing it back in frustration. Once you have the bulk of the money, you are in a stronger position with the casino, and could ask that they reimburse the additional fees incurred over what would have been charged had they used Moneybookers.

    They have already refused to pay via bank transfer because it is a joint account, even though the player is one of the parties to the account. It also seems they have excuses why they can't use any withdrawal method requested by the OP, even though they first agreed that Moneybookers would be OK.
     
  34. Nov 10, 2012
  35. skiny

    skiny Banned User - violation of <a href="http://www.cas

    Occupation:
    Doing everyone else's job.
    Location:
    Canada
    Sometimes when I'm asked to resend images of documents over and over my files get mixed up and there have been occasions when the wrong image gets sent. If I'm asked to resend the same group of images over and over eventually one stray image gets mixed in. Maybe of me holding up my middle finger.

    Don't take it personal. There's a lot of pictures on my computer. Shit happens.
     
  36. Nov 10, 2012
  37. Brooklyn

    Brooklyn Dormant account

    Occupation:
    Mommy, Make-up Artist, Writer.
    Location:
    On the Hot Mess Express
    I'm going to have to see documents to prove that, sir.
     
  38. Nov 10, 2012
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Your middle finger doesn't meet our insult standards, please flip it again:D
     

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