Poll Shouldn't we be fully verified before deposit ?

[5ta]

I really don't get it. Player for a long time and never understood when they bought in all these KYC, Money Laundering (yes mate, I am laundering £20 ffs) and every other excuse under the sun to delay withdrawals, they still haven't stream lined the whole account in one go.

Not long finished 5 year gamstop and gone back to play, to find the same poor excuses for the same headaches.

Listen, it's not rocket science @gambling industry. You take our money in seconds, do your best to give it us back in something near seconds.

I joined accredited casinos and the top slot pubcasino is stupid. You can deposit from one bank card but can't withdraw to it, so you have to go through trustly to get it back but as much as that is nonsense, they wouldn't let you use paypal (if you have an account) and then the truth comes out. You still have to verify a set of id for joining the casino and you have to verify a set of id for withdrawals. At SOME places.

Once you have verified multiple funding sources, you should be able to send money via where you wish. So sort the verification BEFORE you accept the new player.

I am used to withdrawals within an hour. I have seen withdrawals happen in 10 minutes. That was 5-6 years ago.

 

[jasonuk]

The rules have changed somewhat since you last played - identity checks have to be done for all accounts.

Some sites have a policy where they inform you of what is required, but allow you to defer part of it for a short period of time (SkyVegas - mentioned in your other thread - is one such example).

You shouldn't need to use Trustly to get your money back - they should be able to do a bank transfer to the same account as the debit card. The rules on "closed loop" are pretty strict, so adding an unrelated account for withdrawals is going to trigger flags and require more investigation on their part.

Plenty of sites do faster transfer withdrawals (under an hour) - but that'll be for accounts that are verified and the withdrawal does not trigger a review (everything over £2000, could be as low as £500 on some sites).

 

[5ta]

bank transfer min : £500 - I only withdrew a few quid.

closed loop has always been strict but when one is broken they allow another. they forced trustly. There is a pop up coming up stating the bank and what to do. they chose to force trustly when they didnt have to. It doesn't matter though. The point is, they should be fully open about what they are doing, no do half a job and spring it on you when it maybe matters. The industry has had plenty of time to learn it's a poor issue.

 

[jasonuk]

The bigger question is what caused the loop to break - if you are using a virtual debit card (one you can deposit from, but not withdraw to) then that is can cause a flag. The other common scenario - MC credit cards - have been banned from UKGC casinos for a few years now.

If the site is the one enforcing that rule, then avoid them like the plague. Open Banking will give them access to your account, potentially way beyond what you intended (e.g. account information, transaction history etc). If the site is the one enforcing it, then it seems like a stealth data grab on the sly.

 

[5ta]

The site is Pub Casino. Until today, casinomeister #1 ranked site.

4 times I submit my bank statement and card front and back. 4 times rejected. the second and 4th of those times, sent via chat, not the automated system and manually given the "yes, these are perfect" to then be rejected.

So last night while being fobbed off for the fourth time on live chat, I called. I was greeted by a force to be reckoned with. A lady who was very quick to want to become my friend, telling me she is just a few years older and how she had been around gambling for as long as me. But she made the mistake of trying to talk over me and when they do that, I make a point of it and wait for them to accuse me of being rude.

They are doing the same thing as Slyvegas. "well, you know how it is, we are very understaffed and a lot of people are winnings so we are backlogged but don't worry, we've got you" - twisting it to make me feel somehow fortunate that things have gone wrong but what, they weren't going to act like my landlord and pretend I never called ?

I stressed how I don't work for the company and a simple process should not require me to take up my valuable unpaid time as a paying customer to help them improve their company for future use and possibly make even more money while pretending I should be thankful I get that opportunity. Pushing to make he see the point ended with her being blatant and me telling her that that is exactly what is wrong. She didn't like that and I said "well that pissed on your strawberries" and you would think I threatened her grandchildren. She threatened to end the call and then did.

I filed a formal complaint via chat and made it clear her attitude was a disgrace. She seemed to be the only person on the call centre and my attempts to call were repeatedly rejected. So now I am not only a paying customer, an unpaid employee showing them where the are going wrong but I am also now a reject.

10 or so minutes later I got an email from her conveniently outlining they great work she has done.

At the same time I got an email from the complaints team, signed by :

No one.

The industry is still a sick joke.

 

[justdoit]

casinos they dont want to scare players before they make deposit,if you lose g-day for casino, if you win big you are screw for next 4-5 weeks

 

[5ta]

Had a reply
Hi Sta,

Thank you for reaching out to the Complaints Team.

I have read over the chat you had recently with our Customer Support Team and you wanted it to be raised as a complaint.

Since this was done you have replied with "I will not be engaging with unaccountable complaint procedures."

Could you kindly confirm if you would like me to review the complaint, or if you prefer to close the matter, given your indication that you do not wish to engage further?

Kind regards,

Isa

My response :

Well, you've now put a first name onto this. But that isn't even remotely enough.

Since i have to ID in pretty much every way barring a DNA test, I will maintain the need for a real legal name to be attached to this, from your company.

I may add, the longer I am left feeling like an outcast, the more I will feel to dig my heels in.

I am not amused at your company, hence the need for this complaint.

Your previous communication regarding complaint procedure, was not signed by anyone, like this one.

Signed with Full Name
Address supplied
Date Of Birth supplied
Card details supplied
Driving license supplied
++Photograph supplied
Bank Sort Code and Account Number supplied.
Telephone number supplied.

and proven.

Mothers Maiden Name supplied.

 

[L&L-Jan]

That is not ideal for operators. The majority of players barely hit thresholds where KYC becomes required. So to verify everyone upfront is creating a lot of extra work for not much gain. The only gain is that the user journey becomes better.

Through electronic verification the majority of the players are verified up till customer due dilligence thresholds. £1400 in deposits or withdrawals or a single withdrawal of £1000.

A sort of element is actually happening in Holland now. <24 years get a forced net deposit limit of 300 euros. 25+ years old players get one of 700 euros. You can increase that, but you need to proof you can afford that. As a result, verifications take ages and you can't play. Imo that's not ideal either, not for player (due to not being able to play with desired limits) and for operator (due to insane increase in verification of docements and decision making in regards to proposed desired limit).

 

[5ta]

That is not ideal for operators. The majority of players barely hit thresholds where KYC becomes required. So to verify everyone upfront is creating a lot of extra work for not much gain. The only gain is that the user journey becomes better.

Through electronic verification the majority of the players are verified up till customer due dilligence thresholds. £1400 in deposits or withdrawals or a single withdrawal of £1000.

A sort of element is actually happening in Holland now. <24 years get a forced net deposit limit of 300 euros. 25+ years old players get one of 700 euros. You can increase that, but you need to proof you can afford that. As a result, verifications take ages and you can't play. Imo that's not ideal either, not for player (due to not being able to play with desired limits) and for operator (due to insane increase in verification of docements and decision making in regards to proposed desired limit).

None of the legal requirements are my fault but we all endure them. And when it goes wrong, your company failed in multiple ways. Where's the goodwill and respect ?

Being handled is disrespectful. Being lied to is that and 100% unacceptable. Being fobbed off by someone who isn't willing to stand tall is just icing on that cake.

If you guys are gonna treat people like dumb cattle, expect it to go wrong. If your company is gonna try to walk away happy knowing that and do nothing to put things right, then you don't deserve to be even remotely successful, much less to of the accredited list.

 

[L&L-Jan]

No were actually pretty solid, but you had to do KYC because your withdrawal wasn't a closed loop.

 

[jasonuk]

A sort of element is actually happening in Holland now. <24 years get a forced net deposit limit of 300 euros. 25+ years old players get one of 700 euros. You can increase that, but you need to proof you can afford that. As a result, verifications take ages and you can't play. Imo that's not ideal either, not for player (due to not being able to play with desired limits) and for operator (due to insane increase in verification of docements and decision making in regards to proposed desired limit).

The KSA are a law unto themselves right now... while the deposit limits make sense at a high level, their other actions seem like they're trying to strangle their own market and turn it into a "licensed" monopoly once again.

No were actually pretty solid, but you had to do KYC because your withdrawal wasn't a closed loop.

So again that's the question for the OP... why is the loop being broken? If you can avoid that, you will save yourself a lot of headaches. (To add to my previous comment about MC credit cards, apparently MC debit cards can do it also - which would be a bank problem rather than an operator problem).

 

[5ta]

No were actually pretty solid, but you had to do KYC because your withdrawal wasn't a closed loop.

Then you actually know the loop is not my fault. It has nothing to do with me.
I didn't have to do KYC,, we ll I did, but that's because you (pubcasino) forced me to. You also forced me to use a specific different loop, not allow me a choice.
I notice you aren't addressing anything here either.

My return from gamstop has been met with reasons to take up another hobby. It's not like all of these issues are brand new. They have cobwebs on them.

I suspect the hope is that this will all quietly go away. What an insult.

 

[5ta]

I am ending this crude nonsense that so called top of the accredited list PUBCASINO are anything near remotely good.

They made me question wanting to be here and tried to make me appreciate them helping themselves to help me while insulting me, lying to me, wasting a LOT of my time and then acting like I should be [curse censored]ing grateful.

Sky Vegas accepted that their 3-4 hours wasting my time, talking crap to me and treating me like their unpaid employee and honoured the upholding of the complaint. PubCasino haven't got that quality and their abuse was worse.

I'm not coming back to gambling. You've literally made me walk away. Gonna go sign gamstop now and find another way to continue entertaining myself.

PubCasino - you treat people like scum, they tend to dislike it. You pretend it doesn't matter, you deserve to be told how poor that is.

You can't even attach a good will gesture to fix this now. Times up. Disgraceful.

 

[L&L-Jan]

Then you actually know the loop is not my fault. It has nothing to do with me.

If you didnt request to initiate a KYC request before your withdrawal request and secondly just withdrawal back to card - there was no need to go through hoops.

Secondly, you request to a bank account we had no verification docs for on file, so that one had to be verified otherwise we can't release the funds. Another delay there

With your deposit, gameplay and withdrawal behaviour you most likely could have played 2 years before any verification becomes required. At the moment we're even integrating a process to automatically KYC customers, instead of uploading documents. So KYC might have never been required on your end.

At last, you could have PM'ed me and ask for advice and you get direct answers. Like all members of CM here.

PubCasino - you treat people like scum, they tend to dislike it. You pretend it doesn't matter, you deserve to be told how poor that is.

Hmmm, I do not agree.

 

[lockinlove]

The site is Pub Casino. Until today, casinomeister #1 ranked site.

4 times I submit my bank statement and card front and back. 4 times rejected. the second and 4th of those times, sent via chat, not the automated system and manually given the "yes, these are perfect" to then be rejected.

So last night while being fobbed off for the fourth time on live chat, I called. I was greeted by a force to be reckoned with. A lady who was very quick to want to become my friend, telling me she is just a few years older and how she had been around gambling for as long as me. But she made the mistake of trying to talk over me and when they do that, I make a point of it and wait for them to accuse me of being rude.

They are doing the same thing as Slyvegas. "well, you know how it is, we are very understaffed and a lot of people are winnings so we are backlogged but don't worry, we've got you" - twisting it to make me feel somehow fortunate that things have gone wrong but what, they weren't going to act like my landlord and pretend I never called ?

I stressed how I don't work for the company and a simple process should not require me to take up my valuable unpaid time as a paying customer to help them improve their company for future use and possibly make even more money while pretending I should be thankful I get that opportunity. Pushing to make he see the point ended with her being blatant and me telling her that that is exactly what is wrong. She didn't like that and I said "well that pissed on your strawberries" and you would think I threatened her grandchildren. She threatened to end the call and then did.

I filed a formal complaint via chat and made it clear her attitude was a disgrace. She seemed to be the only person on the call centre and my attempts to call were repeatedly rejected. So now I am not only a paying customer, an unpaid employee showing them where the are going wrong but I am also now a reject.

10 or so minutes later I got an email from her conveniently outlining they great work she has done.

At the same time I got an email from the complaints team, signed by :

No one.

The industry is still a sick joke.

I can relate. L&L verifcation is an absolute nightmare to deal with. Its a massive turn off. I experienced it myself and heard of many many mannnyyyy players who have never returned to play since they experienced it. its a massive leak they need to fix as it does turn players away as they go above and beyond any casino I have ever been part of. They also take UK policies and apply them under MGA license. So ROW players will suffer because of UK crap.

However, they are one of the most trusted casinos around. If you win 5 billion dollars, i think they would pay even if Jan had to sell himself on the streets or attend bingo halls and date the old females there that reek of cigarette smoke.

Just remember. L&L also got a massive fine for previous issues so I imagine there is absolute zero tolerance policy for everything now.

its insanely frustrating so you are not alone. And when I played there, there was the odd bull headed female who was not friendly or helpful but seemed to instigate it. Europeans and their attitudes!

 

[5ta]

I can relate. L&L verifcation is an absolute nightmare to deal with. Its a massive turn off. I experienced it myself and heard of many many mannnyyyy players who have never returned to play since they experienced it. its a massive leak they need to fix as it does turn players away as they go above and beyond any casino I have ever been part of. They also take UK policies and apply them under MGA license. So ROW players will suffer because of UK crap.

However, they are one of the most trusted casinos around. If you win 5 billion dollars, i think they would pay even if Jan had to sell himself on the streets or attend bingo halls and date the old females there that reek of cigarette smoke.

Just remember. L&L also got a massive fine for previous issues so I imagine there is absolute zero tolerance policy for everything now.

its insanely frustrating so you are not alone. And when I played there, there was the odd bull headed female who was not friendly or helpful but seemed to instigate it. Europeans and their attitudes!

The rep above is writing stuff but he or she aint reading a thing and digesting it. Talking to a brick wall. CM gives them a 5 star rating for CService. I can't even warrant them to get 1 star.

So disrespectful.

You can see above I told this person their company is refusing the withdrawal method used for the deposit. not my fault. instead of giving options, they force the use of trustly. Not my fault.

rejecting 2 sets of documents twice each, in the automated system and manually both times saying YES ITS PERFECT and still rejecting them, to then all of a sudden accept the 2nd set.

6-7 hours of my time wasted and they can't even read, digest, accept fault, apologise and make good. Lying to me, putting the phone down on me. Disconnecting from chat and coming back when they feel like it but if you use the toilet, they disconnect you.

5 star customer service.... GTFOH.

And then to repeatedly say to me via email "we see you have had a successful withdrawal now" and use that as a satisfactory end to the complaint.

 

[L&L-Jan]

However, they are one of the most trusted casinos around. If you win 5 billion dollars, i think they would pay even if Jan had to sell himself on the streets or attend bingo halls and date the old females there that reek of cigarette smoke.

correct no biggy, I smoke too as well

Just remember. L&L also got a massive fine for previous issues so I imagine there is absolute zero tolerance policy for everything now.

This is incorrect though, dear. We have never been fined by the UKGC. We have written our procedures, shared with the UKGC, been assessed 4x - never fined for lack within the field of social responsibility or AML regulations.

Europeans and their attitudes!

I'm European too, although I identify myself as Dutch. But what's wrong with my attitude, i would like to improve, so please feedback

 

[L&L-Jan]

So disrespectful.

If you had PM'ed me, you got all the help in the world.

 

[5ta]

If you had PM'ed me, you got all the help in the world.

You'd have done what you have done on here an blatantly ignored facts. I have faced facts, another human being isn't equal to you. Their just property.

 

[lockinlove]

correct no biggy, I smoke too as well



This is incorrect though, dear. We have never been fined by the UKGC. We have written our procedures, shared with the UKGC, been assessed 4x - never fined for lack within the field of social responsibility or AML regulations.


I'm European too, although I identify myself as Dutch. But what's wrong with my attitude, i would like to improve, so please feedback

I didnt mean just the UKGC, I just mean fined in general.

I think you have a great attitude, no issues at all.

 

[L&L-Jan]

I didnt mean just the UKGC, I just mean fined in general.

I think you have a great attitude, no issues at all.

1st: ah, yes, correct and they are pretty heavy too!

2nd: Thank you dear

 

[5ta]

Well, I leave you to ignore me and continue talking to someone else.

100% fail L & L Jan + PubCasino.

All that remains to be seen now is what casinomeister think of this. If they are indeed impartial.

 

[L&L-Jan]

Well, I leave you to ignore me and continue talking to someone else.

100% fail L & L Jan + PubCasino.

All that remains to be seen now is what casinomeister think of this. If they are indeed impartial.

What do you want me to reply to?

Do you want me to go through all customer interaction, deposit, gameplay activity, request to get verified, broken loop withdrawal request time, additional verification request time etc and write a whole summary here for you, of events?

Doesn't make sense to do so. The process got broken, both parties had to go back and forth to get to a satisfied end result. You are now fully verified. You can deposit and withdrawal accordingly, like you have been doing the past 2 days. Congratulations on your winnings btw!

Mate it's simple, if you need help or something is not clear. Just contact me and I'll sort it for you.

 

[5ta]

Worst Casino Group 2024: L&L Group
Worst Casino Representative 2024

Fixed that for you. This thread is closed. My precious time is no longer your companies, to abuse.