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Casino Complaint Withdrawal problems... docs not received!

Discussion in 'Other Complaints' started by razzle, Aug 19, 2010.

    Aug 19, 2010
  1. razzle

    razzle Dormant account

    Occupation:
    self-employed
    Location:
    Australia
    This is 2nd time this has happened with this group of casinos... vegas partner lounge... once for myself and this time for my son.
    Withdrawal is made and ID documents sent as requested to the banking department. Nine days later and no winnings received despite them stating clearly that wire transfers take 2-3 business days.

    My son wrote twice to banking and also to support and no replies. He got through on the chat this morning and lo and behold the operator tells him his docs weren't received. What a load of rubbish!!! In fact, she said no mails were received! I find that very hard to believe.

    Is this a scam to hold onto your money for as long as possible? Since the same problem occured with me I'm thinking it is.
     
  2. Aug 20, 2010
  3. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    Did you actually fax them or email scans from your computer? I remember how annoying it used to be for me to have to go somewhere to used a fax, then find out later that one of the docs were too dark or not received, etc. Since then I always email attached scans, then contact support to confirm that they have been received as well as what has been received. If you do not have a scanner, you can scan them to a disc at a Kinkos or the like.
     
  4. Aug 20, 2010
  5. razzle

    razzle Dormant account

    Occupation:
    self-employed
    Location:
    Australia
    Docs were scanned and sent via email. He made sure they were readable.

    He sent them all again and also another email requesting they acknowledge receipt. Still waiting.
     
  6. Aug 20, 2010
  7. voltage1

    voltage1 Dormant account

    Occupation:
    engineer
    Location:
    GA
    Just a thought...
    I had this happen once at an accredited casino .... the problem ended up being that my e-mails where bouncing (although I did not receive an undeliverable mail notice) and not being received.. to solve the problem I had to use the fax machine and send a "hard copy" .
    The emails didn't work from my ISP. Still to this day, I have to use a Gmail acct to communicate most of the casinos . ATT doesn't seem to let them go through.
    Not saying this is what is happening but its possible.

    What sucked in my case was the fact that I assumed they received the documents and waited about 5 business day until I decided to contact them Via Phone.
    good luck
    Volt :cool:
     
  8. Aug 20, 2010
  9. razzle

    razzle Dormant account

    Occupation:
    self-employed
    Location:
    Australia
    Thinking my son may have to do the same. I have called these guys... 4 times so far today... the last call they were supposed to ring me back.

    I represent my son on the phone because he has a speech impediment but otherwise all is good as far as ID goes. Yet again still waiting for the phone call this time!

    This is outrageous! My son has never had issues with sending attachments. Since he doesn't use a public mail box it shouldn't be a problem.
     
  10. Aug 20, 2010
  11. razzle

    razzle Dormant account

    Occupation:
    self-employed
    Location:
    Australia
    I would appreciate some help with this issue.
     
  12. Aug 20, 2010
  13. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    I would suggest then, that you contact the Rep assigned to the forum here. Send them a private message. I have given you a link to the contact for the rep. Good luck!
    http://www.casinomeister.com/forums/members/vpl.html


    Edit:
    Darn, I see the rep has not been logged in here since July 19th. I sent a PM to them too, but hopefully they have email notification turned on which will send an email that they have a PM here. VPL also has several other casinos in their group of accredited casinos, so I would probably try contacting a sister casino and see if one of them can rattle someone into action. http://www.casinomeister.com/accredited_casinos.php
     
  14. Aug 20, 2010
  15. 1366613

    1366613 Senior Member

    Occupation:
    student
    Location:
    A
    When that happen i rty and try to contact the support via chat, when someone of the support are there i sent the emails with documents and say to support that check that they receive the documents.
     
  16. Aug 22, 2010
  17. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    Document verification procedures need to be addressed within this industry, seems to be getting worse. If it leans toward what we've created for players then great, if not it's still an issue and occurring daily and players are being jerked around.

    It's a shame you need to go through this, IMO. :thumbsup:
     
  18. Aug 23, 2010
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    As has been mentioned you should contact the rep, VPL, via Private Message (here) and see what they can do for you. Don't let the last date they were here mislead you, many reps get an alert when you send them a PM. They're basically on call, they often only visit when needed.

    If that doesn't work let me know and I'll alert the rep via email that they have an issue here that they should look at.

    If I'm not mistaken Bryan has warned you about shilling for your service(s). Assuming that is true I would consider this post inappropriate.
     
  20. Aug 24, 2010
  21. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...

    Sorry, not my intent.
     
  22. Aug 30, 2010
  23. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    RE:

    Hi Razzle,

    Please could you private message me your account details so that I may investigate the matter for you?

    regards,

    Curt


     
  24. May 1, 2011
  25. mellakka

    mellakka Full Member PABnononaccred

    Occupation:
    work
    Location:
    Siam
    this can be reason for many cases when casino havent receive docs from player... if you scan and try to send that by email, take a look size of those files they can be way to big to go through
     
  26. May 3, 2011
  27. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    RE:

    Hi there,

    thank you for brining this to our attention. I will investigate the matter at once.

    Regards,

    Curt

     
  28. May 5, 2011
  29. Steam

    Steam Dormant account

    Occupation:
    CSR
    Location:
    Tel Aviv
    Lolz, good job bringing the thread back from the dead like that :)

    In general, it's always a good idea to keep a handy Gmail account with the copies of all the docs ready. Also: when you're sending the documents, send them to both support and finance. And then, contact support, confirm reception and request them to forward the documents to finance, again. That way, you eliminate the possibility that finance "didn't receive any documents" through the support reps.
     
  30. May 5, 2011
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It's not always this clear cut. There are many cases where a player has received confirmation that their documents were received, only to be told days later that they had NEVER been received. It is clear from this that part of the problem is at the casino's end.

    Another problem is that players are told to send in documents, yet the casino has configured their email servers to reject, or strip off, attachments.

    Lastly, there is the problem with the email service itself, where so many just get lost somewhere, with no explanation, and no means to troubleshoot the problem. Usually in such cases, every organisation involved in the chain will say it is someone else's fault, and proving which one is lying is almost impossible.


    Now, WHY are we STILL relying in email, rather than secure upload from the casino's own website, or even the casino lobby itself. This would bypass ALL the problems with emails bouncing, getting lost, etc, and in addition would provide for an ENCRYPTED upload, rather than an unencrypted email which could be intercepted, with the documents ending up in the wrong hands.

    When a player is first told their documents have been received, but later told there is no trace of them, the ONLY explanation is that they were lost INTERNALLY by the operator, or worse, stolen by an employee who then deleted receipt records to make it look like they were never received.

    The sheer number of times that documents are sent and not received shows how INSECURE the current system is, yet operators pretend to be puzzled when players express concerns about the security arrangements for protecting their personal data.

    Secure upload through the casino's own server should be the simplest option, yet almost NO operator has made the move - do they just not care about the security concerns of their players.

    Other than casinos, EVERY institution tells their customers NEVER to include personal details in an email, but to use a secure means of communication.
     
    1 person likes this.
  32. May 5, 2011
  33. Steam

    Steam Dormant account

    Occupation:
    CSR
    Location:
    Tel Aviv
    Heh, in my opinion, very few players will stop playing due to concerns regarding their documents' security. Most casinos probably think the same way, and therefore, have no pressing reason to switch to a more secure method of handling personal documentation :)
     
  34. May 5, 2011
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Most players have been lucky that no major scandal has broken related to the misuse of documents sent to casinos via email. It is hard to tell which casino is responsible when a single player feels their documents have been stolen, but the finger would be pointing at the one(s) who claimed never to have received documents that the player knows damn well they sent.

    Their luck will not hold forever, and one day a far bigger breach will be traceable to a particular casino, and will be of such a scale that players will desert to another casino that has remained "lucky" in this respect.

    The biggest problem is where email is based on webmail, rather than POP, and where it is viewed when connected to public WiFi networks. This is becoming a far more common way to connect to the internet.

    If using POP based email on a home PC connected to the ISP with a wired connection, the risk is much lower (unless someone gains access to the PC & thus the email application).
     
  36. May 5, 2011
  37. Steam

    Steam Dormant account

    Occupation:
    CSR
    Location:
    Tel Aviv
    I definitely agree with all of the above
     

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