Casino Rewards.... :( again

    Last post ago almost 6 years by Marcus28
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          Full Member
        • last active 8 months ago
        Absolute nightmare with them now.

        In the past year I have had my account open with them for ages. I have played at 6 of their casinos. Lost mostly but won sometimes.

        Recently I had a win of around $3000. Just around the 2 business day "pending" and "reversible" period my withdraw still wasnt processed.

        I got hold of live support and asked about it... they said:

        Yannick: Before your withdrawal can be issued we require some details to validate your account and confirm your identity. We will only need these once, and once received all future withdrawals will proceed without these. I'll send you an email now detailing what we need.
        ME: no problem
        ME: how come my other withdraws were processed fine though?
        Yannick: Just because we randomly check player details
        Yannick: and this time is your turn

        How convenient. I hit the biggest withdraw I have made there and all of a sudden its "my turn" to verify myself which is supposedly "random".

        They made no attempt to contact me to inform me I will need to send in identification. So realistically the withdraw could of been kept as "reversible" for weeks?? months?? or until I contacted them to ask what was going on.

        Specifically I live in the uk so is there such thing as "government id" ?? I think not. The only "ID" is a passport or driving licence and I have never been overseas nor have I ever learnt to drive.

        Whats more is 1 of the cards I used to deposit with doesnt exist anymore. The account does and I can still use it to buy online. But the card itself was snapped on a night out (by mistake).

        The email he was "sending" me (took about 15 mins to send from the time he said he was sending it until the time he said "sent") was clearly hand typed during our chat convo and was filled with templates of their automated withdraw process (so when you hit "withdraw" and get the automated email right away). The main lines read as:

        "Dear *ME*,

        We are pleased to tell you that your recent withdrawal is being processed.  Please take a minute to read the following important information.

        Amount:  *$ amount*                         

        Casino Account Number:  *Account Number*       

        Currency: US dollar                    "

        Clearly from that theres excess spaces and nothing is put in bold like some words on the usual automated emails.

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          Hero Member
        • last active 12 days ago
        Sorry, but I don't see any big issues there, except for the fact that they didn't take the initiative to let you know before asking.

        They all spot check ID's, and in the last year, I've had to redo my ID's with several casinos, because of the legal crap going on.

        You must have some type of picture ID - how can an adult anywhere do anything without it?.  As far as the card you lost - send them a screenshot of the credit card statement & explain it to them.  They're not asking for anything unusual.
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        Awww Marcus i understand your frustration. And especially the excitement of winning something that big. It becomes frightening and we fear the worst when we have hit the biggest payout yet because it seems to good to be true. Sometimes we are certain something will go wrong.

        Lhasa gave you sound advice and it is common to ask for verification more then once and it's happened to me too. Hold tight and come up with some type of legal ID. As frustrating as this all seems, cast your fears away and i am sure you'll soon be paid.

        But what ever you do, don't give them the winnings back and reverse your withdrawal. You could very well be right and they may be hoping you do just that by "randomly" selecting you.

        If you no longer have a statement with your cc contact them and they will provide it if you do not have online access to it.

        Hang in there and let us know how it goes, above all stay the winner and don't let them win by reversing!

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        • last active 8 months ago
        Well I see a few things wrong with it.

        Obviously its the first factor where they said it a "random" thing. No way was it random. It was that the CR rep decided on the spot to do it. Complete lies. Could of at least been honest.

        Also the fact where my withdraw would of remained reversible until I had contacted them thus its more time for them to get me to slip and give them my cash back.

        They clearly dont have a clue what the UK laws are and assume its the same as the USA and similar countries.

        In reality there is no such thing as a government ID card. Nobody has to have any ID cards whatsoever. A passport costs over £100 and needs you to get people to countersign it with their passport number and you have to go to verification interviews which takes weeks (if not months) for it to come through. (obviously too much hassle just to prove to a casino its me, and definitely cant be legal to get 1 for that purpose with increased terrorism problems happening and especially when its linked to other peoples passports from them countersigning it).

        The next is driving licence... once again they dont understand the full truth in the matter because there is "provisional" licences that you can get when you are learning to drive.

        Now apart from the points above (regarding it not being legal to send copys to a foreign country where fraud is concerned) im not learning to drive so again wouldnt be purchased for its desired purpose. It takes weeks if not months to receive and cost too much to just use it once and thats it.

        There is a 3rd option which is an ID style of card... however you can only get them with your passport (or at least after you have got a passport) so thats a nono.

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