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Verification drama continues @ casoola

M

misstrouble

Girl of your nightmares
CM Veteran (5yr+)
Joined
Jan 17, 2019
Location
brighton
So,

decided to deposit a 100 quid total at Casoola.
Won 2k. Got declined because of wrong payment method.
Lost 1k, withdrew. Account got locked. I sent in my passport, bankstatement and card.

6 days later I receive an email. If I can please send a picture of me with passport/card. Note with date, accout number, etc etc.

Isn’t this a bit much for a total of 100 deposit and 1000 withdrawal?

@CasinoCruiseRep hasn’t beenhelpful.

See Related Threads:
 
Last edited by a moderator:
Seems a bit of a delayed process for verification considering some do it within an hour or two.

They may be understaffed due to current events and some casinos want a picture of you with the proof and some dont.

Nothing you can do but play the waiting game.

Do not play further! Put it to bed and do what they ask, tenfold.

Best way to ensure you get your money.
 
bamberfishcake said:
Seems a bit of a delayed process for verification considering some do it within an hour or two.

They may be understaffed due to current events and some casinos want a picture of you with the proof and some dont.

Nothing you can do but play the waiting game.

Do not play further! Put it to bed and do what they ask, tenfold.

Best way to ensure you get your money.
Click to expand...
They locked my account but I can’t be bothered to go and take pictures for it. Don’t see the point
 
Halvor said:
So you would rather not receive your withdrawal of 1000?

seems odd.
Click to expand...
It’s not about that.

it’s a bit intrusive considering the amount I deposited in total there.
I work for a company where AML is a big part of our business as we are Both card member and merchant services:
To me this seems more like stalling than “verifying/AML” as this seems to not be needed to comply fully with regulations.
 
I can see exactly what the problem is with SOW, exactly how is a withdrawal going to effect how the OP is earning her money? Why do they not do these things before depositing any money? It's stalling and sleazy. I mean I don't think the OP needed to do the SOW before she deposited.
 
misstrouble said:
It’s not about that.

it’s a bit intrusive considering the amount I deposited in total there.
I work for a company where AML is a big part of our business as we are Both card member and merchant services:
To me this seems more like stalling than “verifying/AML” as this seems to not be needed to comply fully with regulations.
Click to expand...

Your right and i totally agree that some casinos stall and use these procedures to their advantage but dont cut your nose off to spite your face.

Any withdrawal over £2000 is flagged under legislation. Expect this to become the norm with some casinos.

Give your head a wobble. Think of it as your picture is worth £1000. Id pose for a fiver :) probably naked, but then i normally pay in that situation.
 
bamberfishcake said:
Your right and i totally agree that some casinos stall and use these procedures to their advantage but dont cut your nose off to spite your face.

Any withdrawal over £2000 is flagged under legislation. Expect this to become the norm with some casinos.

Give your head a wobble. Think of it as your picture is worth £1000. Id pose for a fiver :) probably naked, but then i normally pay in that situation.
Click to expand...
Well considering I don’t have a camera in the house its gonna be a hassle.

but we’ll see. The adventures of online gambling
 
misstrouble said:
Well considering I don’t have a camera in the house its gonna be a hassle.

but we’ll see. The adventures of online gambling
Click to expand...

Give your head a wobble was a bit blunt. I just meant think about it - a couple of pictures for a £1000.

Camera phone? Or is that a silly question...hell, borrow the neighbours, common Miss T you know it makes sense.
 
There is no any SOW stuff requested, only picture face+id? Can't see at with quick reading anything mentioned about AML either.
There very often is some reason why such a picture is requested, very often is also something that you can't figure out yourself but there can be some gross information showing in their system, something looking suspicious etc... Easiest way would be just take that picture and that 1000 quid and forget whole thing.
 
colinsunderland said:
Wish people would stay away from Genesis Global, Aspire and Jumpman Gaming casinos. They are all rubbish, with the rare exception. Stay away from affiliates promoting them too.
I get constant spam from someone promoting Genesis casinos, reported them more than once, yet to have a reply.
Click to expand...
Yeah, that’s why I didn’t deposit more. I was sort of ready to wait for verification for weeks, but this is a bit much
 
We’re a week in.
They don’t reply to any complaints email seriously.
The rep on here doesn’t answer any of my questions. Just says “you received an email yesterday”.

They haven’t verified me yet. 7 days in. Chat claims to not have my docs. I’ve sent them again and have them the date I originally sent it in. Then she ended the chat.
 
@dunover promotes these in the top position on his website and is a mod on here so might have a contact who can help?

Did you sign up through an affiliate link anywhere or was it direct? The affiliate might be able to speak to their affiliate manager and get it pushed along.
 
colinsunderland said:
@dunover promotes these in the top position on his website and is a mod on here so might have a contact who can help?

Did you sign up through an affiliate link anywhere or was it direct? The affiliate might be able to speak to their affiliate manager and get it pushed along.
Click to expand...
I don’t know what an affiliate link is, so I don’t think so.
 
colinsunderland said:
@dunover promotes these in the top position on his website and is a mod on here so might have a contact who can help?

Did you sign up through an affiliate link anywhere or was it direct? The affiliate might be able to speak to their affiliate manager and get it pushed along.
Click to expand...

I have contact with aff. manager but not casino CS.
 
colinsunderland said:
Wish people would stay away from Genesis Global, Aspire and Jumpman Gaming casinos. They are all rubbish, with the rare exception. Stay away from affiliates promoting them too.
I get constant spam from someone promoting Genesis casinos, reported them more than once, yet to have a reply.
Click to expand...

I had the same experience as MIss T with Sloty.

Too common an inconvenience to be anything less than bandit tactics.

Put me off for life.

Edit: The only way to beat them is to do all they ask then almost forget about the money until they finally pay. Banging your head against a brick wall springs to mind.
 
Verify before making a deposit!

Simples really. If they say not needed then tell them you won't deposit until your account is fully verified.

I did that with all my accounts, not once did I experience a delay or strange requests that are ultimately designed to delay the payment in the hope that players will reverse. And those who tried, changed course quickly when I told them that I wouldn't deposit until the verification is complete.

Genesis is not a bad group per se, but they sure make it pretty tough to like, let alone praise them.
 
Borgie said:
Isn't it awkward promoting a casino as a top casino that seems to have a very high chance of mugging your sign ups off and no way to help them if they do?
Click to expand...

It's more complicated.

Surprisingly, groups like Genesis, Nektan, Aspire, Jumpman etc have some of the best conversion rates because they offer mostly big sign-up bonus packages over multiple deposits.

Convoluted terms, low RTPs, low bonus-to-cash conversion etc. - all be damned, players simply do not care sufficiently or don't do their due diligence or might even accept those imperfect details, simply because the big bonuses cloud their "thinking", IMO.

Plus, most account verifications go rather smoothly without the need for extra docs or selfies.

Hence, as a "small" affiliate, what should you do? Not listing them means you miss out in a lot of traffic and waste your time and money to keep your site going. Having just VS, LV and some others of the big boys on your site won't earn you enough to put food on the table, it is as simple as that.

As much as people try to push the buck to affiliates, it is ultimately down to the player who makes the decision.
 
Harry_BKK said:
It's more complicated.

Surprisingly, groups like Genesis, Nektan, Aspire, Jumpman etc have some of the best conversion rates because they offer mostly big sign-up bonus packages over multiple deposits.

Convoluted terms, low RTPs, low bonus-to-cash conversion etc. - all be damned, players simply do not care sufficiently or don't do their due diligence or might even accept those imperfect details, simply because the big bonuses cloud their "thinking", IMO.

Plus, most account verifications go rather smoothly without the need for extra docs or selfies.

Hence, as a "small" affiliate, what should you do? Not listing them means you miss out in a lot of traffic and waste your time and money to keep your site going. Having just VS, LV and some others of the big boys on your site won't earn you enough to put food on the table, it is as simple as that.

As much as people try to push the buck to affiliates, it is ultimately down to the player who makes the decision.
Click to expand...

I understand all that so what do you do if the person who signed up through your link asks for help and if the person signing up needs to do due diligence which I agree they should is there info about the low bonus to cash conversion etc on the affilate site for them to include in their quest or should the diligence be done elsewhere?
 
Last edited:
misstrouble said:
We’re a week in.
They don’t reply to any complaints email seriously.
The rep on here doesn’t answer any of my questions. Just says “you received an email yesterday”.

They haven’t verified me yet. 7 days in. Chat claims to not have my docs. I’ve sent them again and have them the date I originally sent it in. Then she ended the chat.
Click to expand...

So what e mail is the rep referring you to? I assume you did the picture in the end? Once you have the money close account.
 
Borgie said:
I understand all that so what do you do if the person who signed up through your link asks for help and if the person signing up needs to do due diligence which I agree they should is their info about the low bonus to cash conversion etc on the affilate site for them to include in their quest or should the diligence be done elsewhere?
Click to expand...

If they signed up via a site, then they can/should approach the affiliate for help. That shouldn't be a question.

I try to put all pros and cons into a review to allow readers to make an informed decision. Surely, there are aff sites glorifying even the worst offers, which for me is a warning sign in itself to look for a "second opinion".
 
Borgie said:
Isn't it awkward promoting a casino as a top casino that seems to have a very high chance of mugging your sign ups off and no way to help them if they do?
Click to expand...
Actually I have had hundreds of FTD's over the last 3 years and only had one issue that required me to get in touch with the contact I had at the time. I had a player who turned 50 quid into 67k one month, although spent a bit back got paid fine. Obviously I'd help a player who signed up through me wherever possible. Pro rata I have to say this is one of the least troublesome groups I've dealt with, a fraction of 1% have reported any issues to me. The worst was Betonaces (now defunct) where I had 2 players from around a dozen I recruited in a week or so before I removed them (before they closed) who had moans - one was @interlog if you remember and I immediately got in touch with their manager to help him out when he told me he had used my link, and he was paid shortly afterwards. :)

Unlike CM I do not offer, nor profess to offer any arbitration services to my players but I will ALWAYS try to intervene if made aware of an issue, or forward it to Max via the player doing a PAB if necessary.

Overall, over the last nearly 4 years I've been an affiliate, I have to say by sticking in the main to sites for the UK market with UKGC licenses, problems are few and far between. This is why I am quite fussy about promoting some groups, why I removed Nektan for example the moment I saw that DoA thread here and realized what a bunch of amateur tossers they were.

Affiliates have the same choices as the players as to what casinos they do business with. As long as they are legit, licensed and advertised in accordance with CPA/UKGC requirements naturally.
 
bamberfishcake said:
Give your head a wobble was a bit blunt. I just meant think about it - a couple of pictures for a £1000.

Camera phone? Or is that a silly question...hell, borrow the neighbours, common Miss T you know it makes sense.
Click to expand...
Borgie said:
So what e mail is the rep referring you to? I assume you did the picture in the end? Once you have the money close account.
Click to expand...
hi,

the email was the email I received after 6 days asking for docs.

90% had already been sent in a week before rest was added.

This morning chat agent claimend that I hadn’t sent it in and I referred to the mail and I did send it in.

Reps that the delay is due to verification (doesn’t tell me why it takes 7 days while my passport, bankstatement ans card were already sent it).
And that after that my withdrawal will be processed. No timeframe given.
 
misstrouble said:
hi,

the email was the email I received after 6 days asking for docs.

90% had already been sent in a week before rest was added.

This morning chat agent claimend that I hadn’t sent it in and I referred to the mail and I did send it in.

Reps that the delay is due to verification (doesn’t tell me why it takes 7 days while my passport, bankstatement ans card were already sent it).
And that after that my withdrawal will be processed. No timeframe given.
Click to expand...
Send the documents again and ask them straightaway to confirm they received the email.
 
Harry_BKK said:
Verify before making a deposit!

Simples really. If they say not needed then tell them you won't deposit until your account is fully verified.

I did that with all my accounts, not once did I experience a delay or strange requests that are ultimately designed to delay the payment in the hope that players will reverse. And those who tried, changed course quickly when I told them that I wouldn't deposit until the verification is complete.

Genesis is not a bad group per se, but they sure make it pretty tough to like, let alone praise them.
Click to expand...
Or just sign up at the l and l brand and get verified super fast and have you money even quicker.
 
misstrouble said:
hi,

the email was the email I received after 6 days asking for docs.

90% had already been sent in a week before rest was added.

This morning chat agent claimend that I hadn’t sent it in and I referred to the mail and I did send it in.

Reps that the delay is due to verification (doesn’t tell me why it takes 7 days while my passport, bankstatement ans card were already sent it).
And that after that my withdrawal will be processed. No timeframe given.
Click to expand...
7 days! Haha god built the world faster.
The sow, kyc process at L and L took hours, would of been quicker if I’d had what they required at hand.
Was flawless.
Also this genesis brand seem to have poor reps and support, the wait times are also comical.
Far better places to play.
 
Turns out a few weeks back I saw a name I didn’t recognize on my card.
Asked my bank to wnquire what this payment was for.
Never had an update from bank.


turns out to be another name of a genesis casino I was playing at.
They now refuse to pay me my 1000 because of that request. But also haven’t refunded the deposits
 
Many casinos make charges with different names, they have many different payment funnels and use different providers that if your payment is not going through one, it's automatically is re-routed to other one.

If gambling online, worth to compare these weird transactions with casino deposits and also possibly check with support if name in statement can be their charge.

If you contacted your bank by writing and have all that saved, you could blame them that they went for chargeback route without your permission, usually chargebacks are very carefully checked and not started accidentally if just asking about some payment as banks also know how serious thing is to chargeback any payment and they want to be really sure that it's exactly you are willing to do before starting that. It's not nice for them to make false chargebacks, these are not cheap operations and banks reputation is not really raising up if they start to chargeback some actually valid payments from something bought online. If your payment have been 3DS, then chance to get that claimed back is quite small as when going through that step of security check, it's usually taken very strong evidence that payment is done by person who have that card and if not reported as stolen, then it's quite obviously card holder.

Now it makes much more sense that casino wanted every piece of documentation and these selfies to have everything possible to challenge that chargeback which they most probably do.
 
Slottery said:
Many casinos make charges with different names, they have many different payment funnels and use different providers that if your payment is not going through one, it's automatically is re-routed to other one.

If gambling online, worth to compare these weird transactions with casino deposits and also possibly check with support if name in statement can be their charge.

If you contacted your bank by writing and have all that saved, you could blame them that they went for chargeback route without your permission, usually chargebacks are very carefully checked and not started accidentally if just asking about some payment as banks also know how serious thing is to chargeback any payment and they want to be really sure that it's exactly you are willing to do before starting that. It's not nice for them to make false chargebacks, these are not cheap operations and banks reputation is not really raising up if they start to chargeback some actually valid payments from something bought online. If your payment have been 3DS, then chance to get that claimed back is quite small as when going through that step of security check, it's usually taken very strong evidence that payment is done by person who have that card and if not reported as stolen, then it's quite obviously card holder.

Now it makes much more sense that casino wanted every piece of documentation and these selfies to have everything possible to challenge that chargeback which they most probably do.
Click to expand...

Well, the casino I used came up under only 2 names for a long time.
So didn’t know about the third.

Can indeed imagine that if my bank has put it through as unauthorized rather than unrecognized and asking for more info..
I assume this will all sort it self out in the end now.
 
So happy end. It was quite obvious that if bank is contacting them for possible chargeback, they will ask loads these kind of documents that you are you (selfie+id) and that it have been you who used the account so they can defend themselves against that chargeback as there are very little possibility that somebody else was using that card anymore as it was used to your own account :)
 
Slottery said:
So happy end. It was quite obvious that if bank is contacting them for possible chargeback, they will ask loads these kind of documents that you are you (selfie+id) and that it have been you who used the account so they can defend themselves against that chargeback as there are very little possibility that somebody else was using that card anymore as it was used to your own account :)
Click to expand...
Yes, and I totally understand that too! In the end Didn’t send all of that in though.

When they says a “chargeback” issue, MY retrieval request popped to mind. Now that’s settled, I’m suprised they resolve it as quick too.
 

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