Casino Complaint Withdrawal problems... docs not received!

razzle

Dormant account
Joined
Jan 19, 2010
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.
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
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.
 

razzle

Dormant account
Joined
Jan 19, 2010
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.
 

voltage1

Dormant account
Joined
Apr 12, 2009
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:
 

razzle

Dormant account
Joined
Jan 19, 2010
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.
 

takethemoney

Banned User - Chargebacks at Slotastic
Joined
Apr 14, 2004
Location
Washington
I would appreciate some help with this issue.

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!
https://www.casinomeister.com/forums/members/


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. https://www.casinomeister.com/accredited-casinos/
 

1366613

Senior Member
Joined
May 29, 2008
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.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
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:
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I would appreciate some help with this issue.

As has been mentioned you should contact the rep, VPL, via Private Message (Link Outdated / Removed) 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.

Document verification procedures need to be addressed within this industry, seems to be getting worse.

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.
 

VPL

Casino Representative
Joined
Feb 13, 2004
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


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.
 

mellakka

Full Member
PABnononaccred
Joined
Mar 30, 2007
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
 

VPL

Casino Representative
Joined
Feb 13, 2004
Location
South Africa
RE:

Hi there,

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

Regards,

Curt

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.
 

Steam

Dormant account
Joined
Apr 5, 2011
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.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
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.
 

Steam

Dormant account
Joined
Apr 5, 2011
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 :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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 :)

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).
 
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