Videoslots demanding notarized translation of utility bill

[vinylweatherman]

Well said

Also if you use Neteller, Skrill or Ecopayz for deposits your address has already been verified by those e-wallets. I remember when i registered with 32RED 3 years ago and asked what documents they need for verification i was told that none needed since I deposited with Neteller and Skrill. Only when i moved to a new country and changed my address they asked for proof.

As for my issue: The house number, apartment number and postcode are exactly as on the address i registered with the casino, my passport has Bangkok as residence. So the only thing which needed to be checked&confirmed on the utility bill is the street name, which obviously is in Thai. Those two words can easily be translated online as my address is a well known street in Bangkok, so automatic online translators get it right...tried it myself, wasn't a problem.

They seem to be claiming that the ONLY problem with the bill is that they can't determine the date, yet this seems absurd as the date is numerical, and is the same in any language. Maybe it's the address they can't confirm as being the same as registered at the casino, and this is why they have rejected the bill.

The problem is, surely it will be the same problem with the bank statement. They will see the transactions and the date, but won't be able to see that the address matches.

If it's ONLY a matter of checking the address though, then surely trying Google translate would be good enough for this limited purpose, and it would also be a player focussed way of dealing with what is a relatively minor problem.

Funny thing is, they WERE able to read enough of the older bill to reject it on the grounds it was more than 3 months old. Now surely they must have been able to read the date to determine this, yet now they claim they need an official translation in order to read the date on the current bill. This isn't making any sense at all

The way this seems to have been handled makes it look like a "jerking around" exercise because the player is told what is needed, and when they provide it, the goalposts have moved and something different is now needed. Since they saw the earlier bill, they would know that the current one would be the same, and would be in Thai (except for the date), so they already knew that they could not accept the current bill unless it was translated, yet they asked for it anyway, knowing that it would get rejected for being in Thai, when what they SHOULD have done is asked straight away for the bank statement, along with informing the player that in order to accept the bill, it would have to be officially translated and notarised. This may have still been criticised, but it would not be a "jerking around exercise", but seen as a targeted request designed to help the player pass KYC as quickly as possible and with the minimum of fuss.

Just as an exercise, it would be worth sending the bank statement showing the transactions to the casino, with the rest blanked out, just to see whether this really is the end, or whether this too leads to yet another request for something else as did the later utility bill.

 

[Philip]

Hi LinkinFart,

Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.

Please send me a PM with your username so it will be easier for me to help you out.

To everyone else, we have no delay tacticts. Our goal is always to verify clients account as fast as possible. Usually this is completed within 20 mins. But sometimes we need to dig deeper to be compliant with AML and regulator rules.

We of course want to be as player friendly as we can, but we still need to be compliant.

// Philip‏

 

[shanetospin]

I had no problems at all! I used my Skrill screen shot, my bank statement and driving licence

Good luck! Just message the rep on here they are always helpful and eager to help with any issues anyway from my experience!

 

[Mouche12]

Hi LinkinFart,

Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.

Please send me a PM with your username so it will be easier for me to help you out.

To everyone else, we have no delay tacticts. Our goal is always to verify clients account as fast as possible. Usually this is completed within 20 mins. But sometimes we need to dig deeper to be compliant with AML and regulator rules.

We of course want to be as player friendly as we can, but we still need to be compliant.

// Philip‏

How come that other casinos, which of course are in full compliance with regulator rules, do not require such a translation? Of course one cannot expect CS to understand all languages, but it is your responsibility to hire someone to translate and not bother the OP with it. The fact that a second option was offered (in the way as VWM described) does not sound very appealing to me since now the bank is required to provide this statement in English. Lots of hoops for a single withdrawal IMO.

 

[LinkinFart]

. Maybe it's the address they can't confirm as being the same as registered at the casino, and this is why they have rejected the bill.

Just to clarify registered address and address on the bill are the same.

Ok, so the only thing you wanted with this thread was to tell us how horrible they are who don't accept your documents.
.... , Lucas?

What I´m basically trying to tell you is that it´s only a waste of time to complain and insist on principles, or go into details of your document which you think has to be accepted otherwise they would be stupid?.

Videoslots is accredited casino here and this is the only reason I am posting, do google search and see if I started a thread about this on any of the other forums or affiliates. Accredited casinos have to follow certain rules and it is up to the members of this forum too, to put forth issues and other "curiosities" which may not be directly related to accreditation requirements. Requirements for accreditation are constantly updated to remain valid and provide better protection for both players and operators. This is why being accredited at Casinomeister has more value than being recommended at some other online forum/affiliate. Members and operators have a place to discuss things which are important to both and CM serves as mediator. Accreditation is work in progress and maybe in the future updates to accreditation process, asking players to get notarized translation of utility bill will be prohibited or completely opposite, maybe we will have to send translated bills at all accredited casinos.

...
Also if you use Neteller, Skrill or Ecopayz for deposits your address has already been verified by those e-wallets....

Actually, I moved twice since I verified my address at Skrill. I didnt use Skrill at Videoslots so its not related, just to say that I havent had any problems with operators because Skrill and registered address dont match.

I had no problems at all! I used my Skrill screen shot, my bank statement and driving licence
Good luck! Just message the rep on here they are always helpful and eager to help with any issues anyway from my experience!

Were your documents in English?

He had another option and that was to send a bankstatement and black out all transactions that wasn't with them.

It seems that this wouldnt work either according to later post from casino rep.

...
Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.
...
// Philip‏

Thanks for posting Philip, but as I said, this is not about me getting verified at your casino. I am not looking for any special treatment and we are past that point anyway. I didnt even look where are you licensed, until now, because being accredited at CM is good enough for me. Now I see that you are licensed in Malta and UK. Because recent UK license is fairly new I dont remember going through verification process at UK licensed casino but at other casinos licensed by LGA I didnt have to provide notarized translation of any document submitted, at one I was offered to send documents directly to LGA so they could verify it but not to have them translated and notarized. Also, thanks for confirming what I thought would happen even if I sent you my bank statement.
One more thing, in all emails informing me about my document being rejected which also has a list of all conditions uploaded document must comply with, there isnt a single mention of the fact that document has to be in English or that my document was rejected because it is not in English. Only when I went to live chat and asked that I was told it was because of the language. I dont remember seeing it in T&C either.
This is what is written in rejection email:
'
Hello xxx,
The security check on your address was not approved.
Your uploaded files must be in any of the following formats:
- File type JPG, PNG, GIF or PDF
- not larger than 3MB (three megabytes) in size
- proof of address cannot be older than 3 months
- all documents need to have all 4 corners visible
Please upload a new image or contact support@videoslots.com in order to conclude the security check.
Kind regards,
Support
Videoslots.com
'
My document has complied with all these conditions. Furthermore, I have also complied with all the conditions for player verification as stated in "Terms and Conditions", both of them, so I really dont find me being singled out or requested something which is out of the boundary of that contract amusing at all. If you demand players to abide rules set out in that contract, for Videoslots to be accredited at CM I can do the same thing.

NOTE: About that phone call from Support rep where I was told my documents would be accepted if I send them recent one, I just found this out while searching for verification procedures under FAQ,
'
Will I get notified if my uploaded document gets rejected?
Yes you will get notified regarding this. You will receive an e-mail stating that it got rejected. You might also get a phone call from one of our support agents. They will call you if your document gets rejected somewhere between 8 am – 9 pm your time. You will be informed why your document got rejected and what you need to do to get it approved.
'
So, its not nothing out of the ordinary for them to do this over the phone. Sorry for implying it was.

Lots of hoops for a single withdrawal IMO.

I believe I posted this before but anyway. I didnt even get to making a withdrawal. I wanted to do this once I made my deposit, to avoid giving casino space to stall eventual withdrawal or playing back winnings. At some casinos with strangely worded rules or long verification periods, I initiate verification before first deposit takes place to avoid confusion and give myself a chance to play back any possible winnings.


My new address doesnt have any croatian language specific characters like ŠĐČĆŽ, for example if my address was Avenija Vukovar 2, one could easily identify it on the bill or run it through google translator and get english translation. Dates are in arabic numerals in most of the world and they dont need translation. I said this was combined bill and it had separately written amount for each of the services. One of them being water, in croatian it is written 'Voda'. Google translator handles single words with almost 100% accuracy.
My national ID card was accepted as it is a document intended for international use and it has all the items written in english and croatian, as does the visa I used for deposit. National ID also has my address on it and if they can read that one, which is written in croatian language, I am assuming reading same string of characters from utility bill shouldnt be difficult.

If I forgot to comment on something please ask me again, this was a long post.

 

[Harry_BKK]

Hi LinkinFart,

Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.

We of course want to be as player friendly as we can, but we still need to be compliant.

// Philip‏

Are you serious? If yes, i think i will report you/Videoslots to the authorities for asking such information. Do you really think that the bank will confirm any of it's customers details if a casino just calls and is asking for them???? Ever heard of the Customer Data Protections laws??? You gotta be joking Philip.

I would love to play at your casino but since i see what kind of information you are asking i doubt i will do so. For gods sake, an address on an utility bill is 2 or 3 lines, you can get that translated for a few Euro in a matter of minutes by online translation services if Google is not good enough, no problem.

You accept international players, so be international!!!! Period!!!!

 

[Dagobert]

Hi LinkinFart,

Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.

Please send me a PM with your username so it will be easier for me to help you out.

To everyone else, we have no delay tacticts. Our goal is always to verify clients account as fast as possible. Usually this is completed within 20 mins. But sometimes we need to dig deeper to be compliant with AML and regulator rules.

We of course want to be as player friendly as we can, but we still need to be compliant.

// Philip‏

You can not be serious?

Shocking! Calling a bank and asking for details about a customer?

 

[randomiam]

going abit to far asking to someone at the bank to talk to if you ask me
next it will be retina scans and school reports

 

[Harry_BKK]

going abit to far asking to someone at the bank to talk to if you ask me
next it will be retina scans and school reports

LOOOL ...still laughing although i can see that happening if it continues like this..... my primary school teacher would certainly be happy to report what funny things i did in her classes

 

[Balthazar]

I like Videoslots (I really do) but when I see words like "notarized" and "calling your bank" when it comes to online casinos it hurts my eyes.

I know you guys (casinos in general) see yourselves as legit businesses and need protection, but for most of your customers it's gambling and, therefore, taboo.

Players don't want an online casino to call their bank manager (WTF were you thinking here?) nor having to explain to a lawyer that they need notarized docs for online gaming.

 

[Philip]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

 

[paul7388]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

I see where you are coming from. But if you get sent documents in a foreign language that you cannot understand then chances are since the bank is in a foreign country they will not speak English either .

 

[dunover]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

Have you any idea how much hassle this would be, even if at all possible? As people have said there is the DPA to consider firstly. Then how is this facilitated? Do the bank have staff time allocated for this, or the relevant forms for disclosure to third parties? How do the bank then check YOU out to be sure of the legitimacy of the request? Surely a credit check would be sufficient?
You can't just walk into your bank with a statement and say "Sometime today an online casino will ring you up to check this is genuine, please co-operate with them." It doesn't work like that.

 

[Harry_BKK]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

Thanks for letting me know that, would have been nice to know that earlier though. Sent you an email with the docs and a second one with Neteller screenshots.

Still Philip, asking for a bank contact is completely out of question.

 

[Azzurri]

If I discovered any casino had called my financial institution, quoted my name, and requested any personal information, I would personally fly to that casinos premises, and pay the manager a personal visit which would end with me spending some further time in a foreign jail.

Seriously, this is unacceptable. Casinos are well aware of the taboo nature of gambling, and especially how it is viewed in the eyes of many financial institutions.

IMO, this was a clear ploy to scare the customer into not pursuing the matter.

Not that I ever had a particularly bad experience myself, but I had an uneasy feeling about VS some time ago and closed my account. After reading this thread, I'm convinced I made the right decision.

I can't believe we are having this conversation about an accredited casino.

Madness.

 

[coxwel]

I think that something got out of line here. I think in most cases the verification @ videoslots requires same docs than on other places. I got verified by them in an instance, just uploaded the usual docs. So they do not require notarized docs always and from everybody. Nor will they call your bank or anything else.

Like already posted and like Phil said, you can uplaod a screen of your ewallet showing your details and all would be fine. No calls to your bank or notarized stuff would be needed.

The point is just the utility bill from the op cant be accepted like it is by vs. So basically they are only saying if you insist on using the document provided for verification it has to be notarized. But they also offered you 2 other options which seem very convinient for me.

This whole discussion wouldnt be necessary if op just uploads another document or a screenshot.

I dont play regulary @ VS but it is not fair to bash on them now, like i said i got verified by them like everywhere else and faster than in most places. They asked me for nothing special and i never had the feeling they act in breach of their accrediation and dont think they do.

 

[LinkinFart]

I think that something got out of line here. I think in most cases the verification @ videoslots requires same docs than on other places. I got verified by them in an instance, just uploaded the usual docs. So they do not require notarized docs always and from everybody. Nor will they call your bank or anything else.

Like already posted and like Phil said, you can uplaod a screen of your ewallet showing your details and all would be fine. No calls to your bank or notarized stuff would be needed.

The point is just the utility bill from the op cant be accepted like it is by vs. So basically they are only saying if you insist on using the document provided for verification it has to be notarized. But they also offered you 2 other options which seem very convinient for me.

This whole discussion wouldnt be necessary if op just uploads another document or a screenshot.

I dont play regulary @ VS but it is not fair to bash on them now, like i said i got verified by them like everywhere else and faster than in most places. They asked me for nothing special and i never had the feeling they act in breach of their accrediation and dont think they do.

In fear of being banned/warned I have to ask You this.

Are You shilling for Videoslots?

You keep ignoring everything thats been said and confirmed in past posts that doesnt put VS in good perspective. If you posted without reading I suggest you do that. You are also trying to put blame on me with your only fact being that they rejected my utility bill twice and that this must immediately mean I did something wrong. Only thing wrong I did was to deposit at this place. Same bill that was rejected because it was out of date when I tried to verify my account after first deposit, was accepted at least twice before it became outdated. I was the one that told live support that I uploaded it just because I had it already on the file and that I tried to do it with out of convenience and that I am not surprised it got rejected.

Not only that, I have complied with every term stated in "Terms and Conditions", if you dont trust me read them. Even on document upload page it is not written anywhere that document have to be in English.

Go back and read post from VS rep and You can see that I would have to provide translated bank statement too and that is just pure nonsense to me.

 

[LinkinFart]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

I have verified everything except proof of address. Croatian National ID has address written on it and it has to be current address otherwise it is not valid and is against the law, so that should be enough for anyone but I can live with casinos quirks of having to send utility bills too. I was never asked to provide Skrill screenshot because I deposited with VISA.

 

[coxwel]

In fear of being banned/warned I have to ask You this.

Are You shilling for Videoslots?

I´m afraid not

You keep repeating your principles here over and over again and ignore the advice of the membership here. Besides it´s no wonder that you have a hard time getting your account verified if you act the same way as here with any casino customer service. Just a waste of time..

Good Luck!

 

[dunover]

In fear of being banned/warned I have to ask You this.

Are You shilling for Videoslots?

You keep ignoring everything thats been said and confirmed in past posts that doesnt put VS in good perspective. If you posted without reading I suggest you do that. You are also trying to put blame on me with your only fact being that they rejected my utility bill twice and that this must immediately mean I did something wrong. Only thing wrong I did was to deposit at this place. Same bill that was rejected because it was out of date when I tried to verify my account after first deposit, was accepted at least twice before it became outdated. I was the one that told live support that I uploaded it just because I had it already on the file and that I tried to do it with out of convenience and that I am not surprised it got rejected.

Not only that, I have complied with every term stated in "Terms and Conditions", if you dont trust me read them. Even on document upload page it is not written anywhere that document have to be in English.

Go back and read post from VS rep and You can see that I would have to provide translated bank statement too and that is just pure nonsense to me.

Look, I appreciate the hassle you are experiencing but I too deposited, got verified and paid out very fast when I joined Videoslots. They are top-rated site here. To accuse those who tell the positive side of Videoslots of being a 'shill' WILL likely get you a warning at least. They don't need shills.
Back to your issue, if you are genuine you WILL be paid. Yes, I can understand your impatience and I would be annoyed too, but instead of firing shots here try and resolve it with the rep and simply highlight the VS transactions on the bank/webwallet statement they ask for. As others say, they aren't interested in anything but verifying their own transactions and you too. Try asking how they verified other Croatian players and see if you can't come to a compromise that way.

 

[GrandMaster]

Sorry for the confusion. I should have been more clear in my respons.

If we receive documents wich we can't understand we need a bank reference that can verify that the document sent is a true copy. This is of course a person at the bank that you have authorized to talk to us, and verify your information.

You can also verify your account by for example uploading a screenshot of your Skrill or Neteller account.

If you accept players, say, from Thailand, then you have to be prepared for documents in Thai. There is no guarantee that the person at the bank will speak English either.

 

[Matti]

I have verified everything except proof of address. Croatian National ID has address written on it and it has to be current address otherwise it is not valid and is against the law, so that should be enough for anyone but I can live with casinos quirks of having to send utility bills too. I was never asked to provide Skrill screenshot because I deposited with VISA.

I don't get it. Why don't you verify your address by uploading a screenshot of your Scrill account as they suggest, since you apparently have one?

 

[Mouche12]

I don't get it. Why don't you verify your address by uploading a screenshot of your Scrill account as they suggest, since you apparently have one?

Because the OP deposited with VISA... and VS might argue that Skrill was not the method used to make the deposit.

@LinkinFart: if there is no withdrawal pending (as I understand) just leave this joint, close your account. Gambling is supposed to be fun and the verification process should be quick and effortless. If some players are obliged to provide bank statements in English or even references (i.e. a contact person) from a bank (unthinkable!), I'd say time to move on!

 

[Matti]

Because the OP deposited with VISA... and VS might argue that Skrill was not the method used to make the deposit.
!

My interpretation of what VS said is that a screenshot of a Scrillaccount will work as a verification for the adress, just as much as a utility bill does I guess. Nothing to do with how deposit was made.

......... I'd say time to move on!

Good advice

 

[Harry_BKK]

My interpretation of what VS said is that a screenshot of a Scrillaccount will work as a verification for the adress, just as much as a utility bill does I guess. Nothing to do with how deposit was made.

Understood Philip's post as well like that. Sent him yesterday an email with my Neteller account screenshot showing my current address. Will report back if it will be accepted.

Although, i have not deposited at VS as off yet because i always get my account at a new casino first verified to avoid any hassle when i try to withdraw.