Verification Hassle

[Casino2014man]

Hey All

I have an account with a casino with a very, very high accredited score here. I have had my account for over 2 years. I will not name them as I will have a chat with the rep first.

In that time I have made numerous deposits and some withdrawals, some quite large for me. Never any real issues.

Earlier this week they randomly emailed me to say my account was closed unless I send them a copy of my passport Asap.

I was not happy with the way they went about this, at all. Why close the account and why on earth out of the blue.

Anyway. I sent them the copy. Not hard. My account was reopened. (Not that I received an email to say it was I just checked and it was).

So I won some money this week there and withdrew. It has been reversible for a few days now. Yesterday they ask for the rest of the usual ID, copy of front and back of card, bank statement. The usual.

Why did they not ask for this with my passport?

Anyway, fine. I have done this many times and have this stuff saved. I sent them what has been approved for me in minutes by Guts, SlottyVegas, Betat, Skybet, to name a few of literally every other casino I use.

Last night I was told that this was not good enough, I need to cover up the back 'indents' of my card number as well. Never been asked to do this before, but ok. Fine. Done.

2am, another email asking for the same stuff.

I live chat them this morning, and ask what on earth is wrong this time, to be told, 'my case' has now been sent to the payments team to be reviewed. That does not exactly sound like it has been accepted.

I will wait and see what happens next, but this has been dealt with so poorly in my opinion.

Is this something that happens a lot?

 

[Webzcas]

I need to cover up the back 'indents' of my card number as well. Never been asked to do this before, but ok. Fine. Done.

This is actually good practice, to protect you, but if you had already sent them it seems strange they are asking again with the numbers on the back blanked out.

I am guessing this is the first time they have requested docs. I would contact support again and ask if everything supplied has been given the green light by the security team. Maybe the guy/gal on live chat is still half asleep and forgot to mention that fact when telling you, 'your case' has been passed onto payments. The fact he or she mentioned the payments team, indicates to me at least that you have jumped through all the hoops for verification.

 

[Casino2014man]

This is actually good practice, to protect you, but if you had already sent them it seems strange they are asking again with the numbers on the back blanked out.

I am guessing this is the first time they have requested docs. I would contact support again and ask if everything supplied has been given the green light by the security team. Maybe the guy/gal on live chat is still half asleep and forgot to mention that fact when telling you, 'your case' has been passed onto payments. The fact he or she mentioned the payments team, indicates to me at least that you have jumped through all the hoops for verification.

I just feel they are continually delaying things.

A few months ago I asked if they would like any documents because I could not remember if I ever sent them and was told No, not necessary..

I hope they resolve soon.

 

[Webzcas]

I just feel they are continually delaying things.

Can see why you feel that way, I would too. Be interested to know what casino it is...

 

[Captain Chaos]

Does seem rather frustrating. I recently got round to joining Betat and submitted docs. Found it to be relatively easy and got accepted very quickly. Not made a withdrawal yet mind. Sadly winning takes a bit longer sometimes! Never really had any issues with verification myself. Had there been any unusual activity on your account recently?

 

[Casino2014man]

Nothing I can think of at all!

 

[spintee]

It is annoying when casino's keep you the dark, Especially after been a good player with withdraws and deposits, Lucky for me I have not run into that bother (yet) Only time was doc's sent to Slotty Vegas they wanted me to rescan a few bits, I believe most people had this trouble there,

Any way asking you to resend card with in print blanked out is abit daft after they have already received it, Maybe our documents are not kept as secure as they always make out they are, Thats the only obvious reason they would ask such nonsense,