Casinos

Casinos By Status

Popular Filters

By Banking Options

Games

All Games

Bonuses

Popular Bonus Filters

Forums

Popular Forums

Forum User Features

Complaints

Submit A Complaint (PAB)

PAB Rules and Guidelines

Browse PABs

Gambling News

Popular News Sections

About Us

About Us

external image

Regarding Royal Vegas Casino and the Fortune Lounge Group

C

Cristian

Dormant Account
CM Veteran (10yr+)
Joined
May 1, 2010
Location
Constanta
I`ve noticed that Royal Vegas Casino is listed in the Accredited casino`s list . I`m having issues regarding my withdrawal at this casino .
Basically im ranting about the players verification procedures which i find beeing abusive . I`ve won a freeroll tournament , played my winnings and won about 100EUR fair and square . I followed instructions given by live support and send in my documents requiered for verification . A copy of my ID and a copy of a recent utility bill . This was on Tuesday, September 11th . I`ve requested the cashout , and made a 15EUR deposit also required for verification , just like i was told by a person from live support . The next day my cashout got reversed back to the casino , so i contacted live support again . This time i was asked for a copy of my ID , front and back , a copy of a recent utility bill , front and back , and a picture of me holding those two documents . Ok this was so frustrating , and i don`t remember agreeing to this when i signed up , but did it anyway . Keep in mind that the Players verification department never replied to any of my emails , i had to find out what i have to do next by contacting live support and asking for feedback . I would also like to add that every time i was assured by the person from live support that the docs i was sending should be enough and i won`t have to send anything else . That was not true , today they asked me for my mom`s ID copy . Well , like i said , i find this beeing abusive , irrelevant , and also frustrating , I have agreed to send in my docs , pictures of me , whatever . How is my mom`s documentation rellevant in this case ? i`m the player at this casino , not her . Also i don`t actually feel safe about sending legal documents over the internet , and also pictures of me . Whats up with that ? They are giving me the run-around . Not to mention that i have to deposit again , because apparently the person from live support was wrong when he stated that a 15EUR deposit should be ok . Another 20EUR is required because now the MB minimum limmit is 20 not 5 , like the time it was on my first deposit . Why do i have the feeling that they are just stalling and they actually want me to feel unconfortable and frustrated . I have no ideea if they are doing this to all their clients , but it`s not right if you ask me .
I sent in my mom`s documents as requested , and to be honest my mom did not agree with this . I`m the player at the casino , i am responsable for what i do , she has no part in all this . And of course i was told that this is the final step ( that would be the 4th time i hear that ) and they will process my withdrawal . But why do i have the strange feeling that this is not , and i will have to send a pic with my mom holding her ID ? If so , if that happens , my mom will not be ok with it , and she shouldn`t be .
Is this just stalling , or is this standard procedure for an acredited Microgaming casino ? it`s unbelievable if you ask me , i never had any issues with Microgaming casinos from other groups . Not even close to this .
Anyone here in my sittuation ? Am i wasting my time with these guys ?
This is not right ...
 
Please contact the casino rep as advised.

Questions for the player:

Are you old enough to gamble? and How did you deposit? Did you use your 'Mom's' card or account? Does your Mom also have accounts at Fortune Lounge casinos?
 
Mousey said:
Please contact the casino rep as advised.

Questions for the player:

Are you old enough to gamble? and How did you deposit? Did you use your 'Mom's' card or account? Does your Mom also have accounts at Fortune Lounge casinos?
Click to expand...

I`m 27 , the ID clearly "states" my age , i deposited via Moneybookers , account that i own (with my credit card and bank account attached to it ) , that i used to deposit , withdrawn in the past on many ocasions , never had any issues with the webwallet . My mom does not play at any online casino . I have never deposited at their casinos in the past , have not claimed any bonuses . Such measures led me to believe they might think im a fraudster or something like that , but no , i haven`t done anything wrong if you are wondering . I did everthing like they asked , as fast as i could .
Anyway : my id states my name , date of birth , and current adress , and also my parents names and DOB`s . The electical bill i`ve sent states the adress and owner name . There should be no problems at all . Basically my moms ID is not even needed since it`s in a way integrated in mine , because that is the legal format of an official ID is around here and it clearly shows her info aswell . It`s just silly from them to ask such a thing ... but i`m still playing their game , just curious whats next on my "to do" list . I think this a special treatment for romanian players . Cannot find any logical explanation for this .
I would also like to add that i am a depositing player at alot of Microgaming casinos and i have not had any problems with any casino , regarding my documentation , play style , bonuses or whatever you might think off . It`s just ridiculous ...
Internet gambling should be anonimous , that`s the whole point isn`t it ? but pictures of me holding my ID ? i felt like i was beeing held hostage by terrorists , and no im not exagerating , and i can`t stress this enough . It`s retarded to say the least .
They basically have no respect for my privacy , and they have hidden rules that you agree when you sign up . You can look in their T&C and you will not find this info . But i`m pretty sure you , as a player , would not feel safe when registering at a casino that says : upon cashouts you need to take a picture of yourself holding legal documents , your mom and other family members , and send them over the internet via email .
And this on a Microgaming casino ? wow ... still can`t believe it .
 
Later on ..

Hi Cristian



This is Miguel from Royal Vegas



Cristian, I have receive the notification from the security and credit department that they have receive all the documentation need to complete the verification process, I really thank you the cooperation in this regard.



Unfortunately we are still not able to process the payment as you have not meet the minimal deposit requested to complete a withdrawal what is €20.00, only once you make this deposit we will be able to transfer the €290.00 requested in your account.





Should you have anything else that I can assist you with, please reply back to me and I will assist you.



Please contact us again, should you have any further queries.



Kind regards



Miguel

Casino Support



We promote responsible gaming.

----------------------------------------
Yea another trip to my bank so i can upload funds , no biggie . The withdrawal ammount is 140 total , i have no idea how they came up with 290EUR . They probably added all the amounts that were requested by me and got reversed back to the casino because of the weird system they use .
Oh well , im not holding my breath , going to make that 5EUR deposit somehow and fingers crossed ...

Silly , isn`t it ?
 
I had similar crap from Royal Vegas a while back, after nearly a week waiting for a cashout to start processing, it was "cashed out" back into my account (with accompanying confirmation email)
after having asked live chat about it docs were requested, after sending docs and another four days reverse period it was still refused.
so i went back onto live chat, apparently the £10 deposit I had made "wasn't enough" and i needed to deposit more before they would cashout, so they can take my money no questions asked, but it doesnt work the other way around.
anyhow it put me off fortune lounge casinos for good.
 

Hi

Please PM me your account details so I can have a look at this.

Regards

Wim
Head of Operations
Fortune Lounge
 


Why are they asking about your mom, did you send a doc. with her name attached? BTY - Email isn't a secure way, you're correct.
 
As I am awaiting the account details, I am not able to accurately comment on this specific case.

However, I can assure you that there has to be a very good reason why he was requested to supply his mother's identification. She had to be linked to the account in some way - either by him using her credit card or something else.

As soon as I hear from Cristian I will report in the forum.

Regards

Wim
 


Several things...
Since several members have already suggested you contact (and one has been kind enough to provide the link to the rep) the rep for this group, have you done that? Apparently not, since the rep has posted twice now asking for your details. It's always good form to TRY working out problems with the rep BEFORE bashing the group on the forum.

One thing you'll find out quick enough...the members don't take lightly to members who try to come here and scam. Not saying this is what you are trying to do...

Secondly, please make use of the space bar...I know it's kind of stupid, but if you break up your posts into paragraphs, it makes it easier to read. And you may find more members willing to help/post if they can read without eye strain...
 

I used Moneybookers for depositing , account that i use , no credit card involved . I was asked for documentation before i made my first deposit .
 

I`ve been busy over the weekend . I felt like i won`t need to contact a rep here , but took your advice into consideration . I was asured once again by live support that the player verification procedure was over and i had to wait for them to send me an email .
And trust me , im not trying to scam anyone .
And also please believe me that i tried to work my problem out , before i came here and posted .
 
I think i now know what the "problem" is . It could be the email adress that i used upon registering an account at the casino and the same one that i used to send in my docs . It`s actually the same one that i used to sign up on this forum .

At the time it was spam free and i decided that this email adress should be for registering accounts and other stuff like that . It has bogus info and in a way could link my mother`s name to the accounts that i have .

I haven`t had any problems with it on other occasions , but it`s a first time for everithing right ? I`ll have to pm the rep to get this sorted out , before giving more info . But ill keep you up to date ...
 
Cristian said:
I think i now know what the "problem" is . It could be the email adress that i used upon registering an account at the casino and the same one that i used to send in my docs . It`s actually the same one that i used to sign up on this forum .

At the time it was spam free and i decided that this email adress should be for registering accounts and other stuff like that . It has bogus info and in a way could link my mother`s name to the accounts that i have .

I haven`t had any problems with it on other occasions , but it`s a first time for everithing right ? I`ll have to pm the rep to get this sorted out , before giving more info . But ill keep you up to date ...
Click to expand...

I doubt it. An email address does not contain "bogus info" in this way. The details you put in to register with an email provider are simply not available to a recipient of the email. All they get is a "from" address, and a header that shows some technical information about the routing of said email. If you used your Mum's info to create an email address, the casino would not know unless you told them, or another player (your Mum?) happens to be using the same email address on their casino account.

Maybe your Mum does dabble in online casinos, but hasn't told you because she does not know that you also play, and it is a kind of taboo subject that people don't always want to admit to among friends and family. It looks like you still live with your Mum from the way you have worded your story, even though you have not said this up front. Two players living at the same address will always create connections between their accounts, and face extended verification checks. The photo of you holding your ID is a way of getting a notarised copy, but without asking the player to find a notary or lawyer, pay a hefty fee, and go to all the trouble. Ask your Mum to take the photo for you, you don't have to say a casino wants it, say it is for something else, such as it's needed so that a bank transaction can go ahead (this is not actually lying). This could also cover your Mum's ID - "Mum, finance have asked for your ID too before they will release my funds" should cover it.
 
At this stage I can say that we requested a copy of his mother's ID and utility bill as he told us he was living at home with his mother and could not supply us with any other document for verification purposes.

It is only under very exceptional circumstances that we would request documents from non- accountholders.

Wim
 
I stated that my mother does not play at any online casino . She barely knows how to use the computer . She doesn`t have any account at any online casino , as she does not gamble . Yes we do live in the same apartment , and the copy of the bill that i had to send is actually in her name .

" It has bogus info and in a way could link my mother`s name to the accounts that i have . " I have to explain here . The email adress contains my family name and my mother`s name in it followed by some numbers . That`s what i meant . It could be misleading .

I don`t know if you use this webwallet but when you actually make a transaction with Moneybookers on the payment form you have to put the email adress , instead of the Skrill ( moneybookers ) customer ID . And since that particular email adress contains my mother`s name , one could become suspicious about the account ownership . The same for withdrawals . When you ask for a withdrawal at an MG casino , using SKRILL (moneybookers) you register the skrill account by putting in the email adress , not the customer ID . But since i haven`t had any problems whatsoever regarding this matter ( and it shouldn`t be a problem ) , i never thought of it .

And also i`m not 100% sure that this is the problem since their player security personnel was non responsive , and i always had to ask for feedback by contacting live support . I asked if there was a problem , but i was assured that this is standard procedure everytime i had to send in another copy of an document .

Thats why i was ranting about in the first place . If there were no problems then why i had to send documents on a daily basis? and everytime i did what they asked , something else had to be done .

The things are not that complicated as it may seem to you guys . I think it`s pretty normal for me to feel frustrated and rant about this because they can`t give me a straight answer , apparently there is no problem with my documentation , but they keep asking me for stuff that from my point of view are irrelevant .
 
fortunelounge said:
At this stage I can say that we requested a copy of his mother's ID and utility bill as he told us he was living at home with his mother and could not supply us with any other document for verification purposes.

It is only under very exceptional circumstances that we would request documents from non- accountholders.

Wim
Click to expand...

Well, anyone in this situation would only have their own ID document, so it must be pretty routine for you to request documents from "head of household" even though they are not players at the casino, nor have any connection with the account.

If my nephew (for example) came to live with me, and decided to open an account at FL, one of the casinos I have never played at, he would have to come to me and ask me to allow him to send you some of my own documents. In my case, fine, but what about where the head of household does not gamble at all, and it is a family situation where the other wants to retain his right to privacy by not revealing to others that he gambles online. The only way to comply, yet retain privacy, is to STEAL the necessary documents from head of household, scan them, and then put them back. This would result in a breach of the EU data protection laws, and thus it would be illegal even for FL to use this information without consent from whom it belongs. If the owner of the document found out this had happened, and lodged an official complaint, everybody involved would be in trouble, even the casino cashier department that requested it.

This seems to demonstrate that the verification process itself could be in breach of the law in certain circumstances. The only way the casino could cover itself would be to contact the OP's mother and obtain consent to receive, use, and store her document. This could then break privacy laws, as you would then need to get consent from the OP to disclose some of his personal information to his mother in order to make the contact and request for permission.

This is a rare complaint, but a pretty common situation in terms of household structure, and this is the first time I have seen an issue like this that was NOT ultimately down to both household members having casino accounts at the same casino.
 
fortunelounge said:
At this stage I can say that we requested a copy of his mother's ID and utility bill as he told us he was living at home with his mother and could not supply us with any other document for verification purposes.

It is only under very exceptional circumstances that we would request documents from non- accountholders.

Wim
Click to expand...

I`m sorry but English is not my native language . I might not understand this . From what you are saying i failed to send my documentation for verification purposes ? that is not right .

I`ve sent in my documents as requested on Sep 11th . I was asked for a copy of an utility bill and a copy of passport , ID or driver`s licence . I sent those documents , and contacted support the next day and asked for feedback . They told me that the rellevant department received my documents and needed time for the actual verification .

I should have been informed about the status of my verification , as i was told by live support , but that did not happen . I contacted live support and asked for info , once again and i was told that i have to send in my documents again , this time with the same documents , front and back and a picture of me holding those two documents . And i was also told that it`s standard procedure . So i did , i`ve sent my documents once more .

And again , i was assured that the verification procedure was done and i should make the deposit and proceed with the withdrawal request .

After depositing and playing my funds i made that withdrawal request , and the next day i was told that my mother`s ID copy is needed , but i was not actually told why that is necessary . That`s what i found frustrating , since my mother had nothing to do with my account , as she does not own any accounts at your casino group or any other casinos for that matter .

Why do i have the feeling that by posting this here , all i did is complicate things even more ?
 

This is where you are having problems then...the utility bill must be in YOUR name..NOT your mothers' name...
If your Skrill account has your mothers' name on it, then technically the account is your mothers' (please, someone correct me if I am wrong!). not yours. Everything must be in your OWN name or it will be considered fraudulant.

I'm sure as others read this, they'll be shaking their heads as you keep adding details to your "story". This is one of the reasons why players have to jump through hoops when requesting withdrawals. You can rant all you want, but you haven't been totally honest. You've left out pertinent, RELEVANT details. You say you're an honest person, prove it...because as your story progresses, it's saying the complete opposite, JMO.
 
Cristian said:
I`ve been busy over the weekend . I felt like i won`t need to contact a rep here , but took your advice into consideration . I was asured once again by live support that the player verification procedure was over and i had to wait for them to send me an email .
And trust me , im not trying to scam anyone .
And also please believe me that i tried to work my problem out , before i came here and posted .
Click to expand...

you felt like you wont need to contact a rep here?

so if you felt that you dont need to contact a rep why blaming them?
whats the big problem in contact the rep? looks suspicious
 
ksech said:
This is where you are having problems then...the utility bill must be in YOUR name..NOT your mothers' name...
If your Skrill account has your mothers' name on it, then technically the account is your mothers' (please, someone correct me if I am wrong!). not yours. Everything must be in your OWN name or it will be considered fraudulant.

I'm sure as others read this, they'll be shaking their heads as you keep adding details to your "story". This is one of the reasons why players have to jump through hoops when requesting withdrawals. You can rant all you want, but you haven't been totally honest. You've left out pertinent, RELEVANT details. You say you're an honest person, prove it...because as your story progresses, it's saying the complete opposite, JMO.
Click to expand...

MY skrill acount is not registered in my mother`s name , the email i registered with , contains her maiden name . For example my email adress is : <snip> . And it`s registered under my name and my adress ( moneybookers requires proof of adress , and also proof of ID , like online casinos do ) . That doesn`t mean that my name is BATMAN GOESWILD . Thats what i`m saying .

The proof of adress itself that they request, the bill itself , the adress has to be the same one with the one i put in upon registering at their casino . Thats the point , isn`t it ?

I don`t know about you guys , but around here , if im the OWNER of the house , that doesn`t mean all the bills are under my name . It depends on the particular contract you make with the particular company . For example my mom signed the contract with the electricity company when we moved here , she has to pay the bills , eventhough i am the householder or whatever . Same for the cable bill or whatever . The electricity bill in my case clearly states the name and adress , it doesn`t matter who actually pays that bill . The electricity bill was around at the time and i decided to send that one because it was newer and you have to send one that it`s not older than 3 months .
I don`t know how can i explain this better . I`m just complicating things .

L.E

I feel like i have to better explain this .
For example John Smith is the owner of a house . His son Mark gambles online . John has nothing to do with online gambling . Mark wins something , tries to withdraw and is asked for documentation . Mark sends in his ID and a copy of a bill . Mark doesn`t pay any bills eventhough they live in the same house .
Quoting Ksech :

"This is where you are having problems then...the utility bill must be in YOUR name..NOT your mothers' name... "

No it doesn`t since i don`t actaully pay the bills .
 
Last edited by a moderator:
bsilva028 said:
you felt like you wont need to contact a rep here?

so if you felt that you dont need to contact a rep why blaming them?
whats the big problem in contact the rep? looks suspicious
Click to expand...

thats because i was told that all the documentation i sent was in order and there should be no problem , after i started this thread. Why would i contact the rep , knowing that things should be ok ? It doesn`t look suspicious at all . I just waited for feedback , if you look on the first page you will see that i was contacted by "Miguel" .
 
I feel like I'm banging my head against the wall...
Okay...the casino requires that you send a utility bill in YOUR name. NOT your mothers, fathers, aunt, uncle, brother, etc...This is why they are asking for a pic of you holding a copy of utility bill and your ID.

Now you are stating that you used your mothers' maiden name to register your email account? This is getting crazier and crazier...Or are you saying you used your mothers maiden name as your secret question when registering for your email account? :confused:

Maybe someone else understands this better than I do...Anyone???
 


It seems to have gone pear shaped. The OP doesn't know what is going on and thinks it is the email address. It's not, the email address itself is normal, and contains nothing to say who owns it. The details registered with the email provider may be bogus in the sense that his mother's maiden name has been used, but "batmangoeswild" would not allow the casino to know this. Even entering this address as the Skrill email address would not arouse suspicion. When the 20 credits is deposited via Skrill though, this allows the casino to access the personal details behind that email address as registered with Moneybookers, hence if the Moneybokers account has been registered with the mother's maiden name, the casino will find out, and see that it doesn't match the details registered with the casino. This raises the red flag.

The utility bill is a bit of a red herring. It is common for such a bill to be in the name of the member of the household who pays it, so in such cases other documents are requested. This might be a bank statement in the name of the casino account holder, after all, the money used to deposit into the casino has to come from somewhere.

Sending in the utility bill in the mother's name is what created the connection, and why the casino now consider it OK to request ID verification from the mother. They assume that the mother has given permission for this bill to be sent, and thus the necessary consent to access and use the mother's personal data has been granted by implication.

I do not agree that an extra deposit is needed just because the earlier one was €15 rather than €20. €15 still serves the same purpose of creating a verification path back to the Skrill account.

The whole mess here is down to the "one size fits all" verification procedures that assume that certain family, household, and government policy structures fit with some idealised norm, whereas in the real world many don't. One assumption is that the gambler is the head of the household, the bread winner, and the bill payer - hence they have all the necessary documents to hand, and all in their name. The problems happen when it is an adult child, or the spouse, who plays, but does not feature in the officialdom of documents such as bills for the household. Verification in such cases can get messy. It gets even messier when more than one member of a household is an active online gambler.

The problem is that the industry is working to outdated verification procedures, and the administrations of most countries have not addressed the issue of remote verification of customers, hence the cobbling together of a solution that tries to adapt methods intended to verify ID face to face to the internet. This is why we get the "photo of yourself holding your ID" cropping up. It is the remote version of asking you to present your documents in person, as you might be asked to do when opening a bank account, and the manager wants to see your face as well as the photo on the document, to check that they match. The other remote adaptation is the request for notarised documents, where the notary does the checks on the photo matching the person presenting the document.

Unless the casino is going to be able to match the photo with the players' face, I fail to see the need for a photo document in the first place. Unless presented face to face, the photo element cannot be verified.

The industry as a whole seems to resist moves to put together a 21st century verification procedure designed specifically for remote verification of internet customers. Until they do so, the current systems are going to get ever more complicated, even nonsensical, as fraudsters find and exploit the myriad loopholes to be found in the current systems.


This may be the first time the OP has been asked for his mother's documents, but it won't be the last.
 
Actually Cristian the bill DOES have to be in YOUR name.....otherwise it just proves that your MUM lives there. It doesn't say ANYTHING about you.

Royal Vegas are solid and are requesting further documents for a reason.

I would think a totally innocent player would reply to such requests with "sure....what else can I send you? Etc"......not "why should I contact the rep or send more docs".

The choice is clear.....prove your identity to the casinos standards or get over it and move on. You're just wasting people's time with all this stuff.
 
I think this isn't a huge issue TBH...

People often register email addresses in their Girlfriends name eg >> (IloveKsech(at)Lovemail.c.o.m :p) .. An email address is not the point here as a seasoned fraudster would use a proper one in HIS name.

When I lived with my Parents, I played online and never had a Utility Bill in my name - I later got that with a mobile phone, credit cards etc. The Electricity Bill was ALWAYS in my dads name.

I believe its irrelevant what email address he used - he deposited with Skrill and the email address is regsitered to HIM as proved with a screencap and his ID document.

Nate
 

This is the point, the casino doesn't care who pays the bills, they are after a proof of recent residence at the address. This can be a bank statement, credit card statement, or any letter from a government department. Mobile phone bills are not normally accepted though. The casino could simply write to the player and ask him to prove receipt. This is how Lasseters and Ausvegas did address verification. You had your first withdrawal paid by cheque, posted to the address registered at the casino, and in the name registered at the casino. You had to live where you said you did to receive the cheque, and be who you said you were to cash it. You then had to enter a code at the casino to demonstrate receipt of the cheque in order to have the account upgraded to withdrawals via other means.

The downside of this method is the delay in receiving the letter from the casino and verifying the unique code. Crypto casinos used to do this, but it took 6 weeks or more to complete the process, and was not popular with players. They switched to the now usual scan and send in method.

It may be worth engineering a utility bill in ones name just to avoid this problem in future. It doesn't matter if Mum still pays it, or you pay it and Mum gives you the money. I expect seasoned players have already tweaked their affairs to have them produce the documents they might be asked for on a regular basis.
 
When i registered my Skrill account a couple of years ago i also used my ID and an electricity bill . For verification purposes i needed to wait for mail (regular mail )with a code that i had to enter in my moneybookers account . Also for verification i had to deposit a certain sum from a bank account that i own , and send them a copy of the bank statement . I think that covers it .

I do have proof of adress , letting the bill aside , as my ID states my current adress . The bill isn`t even necesary in this case , but it`s a standard requirement so whatever . Once again , the ID itself proves that i live at the adress i claimed to live when i registered at their casino , any MG casino for that matter .

Regarding other casino Groups .

I used the same combo ( copy of ID and electricity bill ) when i requested a withdrwal from 32RED . Sent in my docs , few hours later i received my funds , no question asked . Same with BETWAY , CRAZY VEGAS , LUCKY NUGGET , GOWILD , CABARET CLUB , ALL JACKPOTS and many more . Never had any issues with my documentation .

Also i think i have to recap . I think that some of you guys don`t get it .

What i`m ranting about is this :
I had to send in my docs which i did , and i was asked to do it again ( same docs ) , which is not normal .
The lack of comunication between support and the verification department . Support told me that im ok , then i had to send something else again . They told me that im ok , and then the same story .

Not to mention the fact that after 48 hours the withdrawal ammount gets reversed to your casino account followed by a message that tells you that you need to send in documents for verification . If that hapens once , its one thing , but 3 times ?

Ok next issue , i had to deposit 20 , my minimum limit beeing 5 for moneybookers ( for verification purpose ) . When i was actually depositing , i was chatting with a person from live support , i asked if 15 is enough , i was told that it should be . Why haven`t i deposited 20 ? i like to think that the person that im speaking with actually knows about these things and can and will advise me well on what is to be done . But i don`t mind depositing again if really necessary . But here is the catch . First deposit is minimum 5 , the next one the minimum is 20 . When i will deposit 20 for the second time , i will have to play my deposit because the minimum withdrawal ammount is 50 for SKRILL , thus forcing me to play it . Why is that you ask ? because the last time the ammount never got reversed . The way i see it , it`s another issue . Maybe i don`t want to play my second deposit .. do they care ?

I don`t agree with a player having to send photo`s of him holding legal documents . It is not NORMAL , and when you look in the TC`s this thing is not mentioned . So you agree with it , without knowing this fact when you sign up . I`m not asking for a picture of someone who is taking my money when i deposit , and why would i ? I trust the casino , and the casino apparently doesn`t trust the player .

For some reason i think that posting my issue here made things worse . The whole topic goes sideways . I`m not bashing anyone here , i just feel like what is happening is not normal , and it`s not .
 

So you are saying that anyone who doesn`t have to pay a bill , is not allowed to gamble ? Like i said earlier the id itself is a proof of adress , because the adress is clearly visible on it .

They may be a solid group , i`ll take your word for it , however over 2 weeks for a 140EUR withdrawal is a bit too much . And i`ve done everything they asked .

"I would think a totally innocent player would reply to such requests with "sure....what else can I send you? Etc"......not "why should I contact the rep or send more docs"."

That`s what i was doing the whole time via live support . I was asking , is that all , do you need anything else ? apparently the person there had no idea and the information that he was giving me was false .

I`m not trying to waste your time , you are wasting your own time by posting here . If you don`t agree , or you think i have no issue here , please stop posting . It`s the normal thing to do .

Unfortunatelly not all of you actually understands my real problem . Sending documents was never a problem , the way they asked for those documents was , the fact that i have to send pictures of me was , and also the stalling and lack of comunication in this timeframe .

Maybe my English is that bad and i cannot explain better , so maybe the good thing to do here is for me to stop posting and "wasting" your time . I actually thought that on this forum a normal user can complain about something , even if he is wrong .

LE :
To make things easier for some of you to understand this is the standard LEGAL document format . The picture goes on the left side , and if you look on the bottom line it says : ADRESS . Ok , i could have stolen this ID from someone however i can`t steal his face . I sent the picture of me holding that document . So the actual bill copy is not even needed . My mom`s ID not needed . Translation not needed . And it shouldn`t matter who pays the bill since the family name is the same . IT`s that simple .
 

Attachments

  • carte-de-identitate.webp
    carte-de-identitate.webp
    36.6 KB · Views: 190
Last edited:

Had you understood the process better, you would have sent your ID and your bank statement, not your mum's bill. The problem is how this is worded in the casino's terms. It is too vague, asking for a utility bill, but not really explaining that it is not about checking you pay for your electricity, but a means to tie you down to the address. It's something in your name that is needed, and it doesn't matter what so long as it can be properly verified as proof of address.

It seems poor advice from their CS has made the situation worse, as you started to interpret incompetence and poor communications as a deliberate attempt to stall and wriggle out of payment. Whatever they did next, you continued to believe was just another attempt to stall, rather than an attempt to clear things up.

It looks like the CS just did a cut & paste "send your documents again" request, rather than taking the time to explain that they were after something in your name, not your mum's electricity bill. Just sending the same again just generated yet another request for documents, again without proper advice. This merry go round then made things worse, they wanted a photo of you holding the documents, which convinced you that this was definitely a tactic to avoid paying out, which meant you came here.

This photo of you holding the documents is not "normal" by any means, and the CS made things worse by saying it is "standard practice", yet not mentioned as "standard practice" in the terms. It is the kind of contradiction that gets a player thinking they are about to get shafted, even if they are not.

The problem is that this IS now becoming "standard practice", yet the casino operators don't want to admit this openly as they feel it will scare away new players if they mention this, but their competitors don't. It is the same reason casinos give for not verifying documents at registration. If they did it, and their competitors didn't, it would scare away players.

If you read on the site that you might be asked to provide a photo of you holding up your documents at the casino's discretion, would you still have played, or would it have scared you off and had you playing elsewhere?
 
"If you read on the site that you might be asked to provide a photo of you holding up your documents at the casino's discretion, would you still have played, or would it have scared you off and had you playing elsewhere?"

Probably not , but if it was a standard in the industry you wouldn`t have a choice . But you won`t get pictures of the owners holding their ID`s , would you ? they prefer to remain anonimouse and just throw a Mark Twain nickname as the casino owner somewhere in a remote location on their website . Pretty easy to deposit , things go south when cashing out .

And also there would be less fraudsters if the whole "id copy at signup" concept was used . I know it`s insane and they would scare off players , but aren`t they doing that also with the documentation incidents like this one ? Thats the only time you are actually interacting with them ...

Don`t get me wrong , im not saying that the industry standards have to be changed , lol .
 
Borgie said:
I am getting lost now but surely what matters is

What do you need to do now to get things sorted ? Do you know ? Can you do it?

If you don't know, contact the rep as they will be able to tell you.

My head is spinning :(
Click to expand...


To be honest im kind getting lost myself .

This was Friday :

"Cristian, I have receive the notification from the security and credit department that they have receive all the documentation need to complete the verification process, I really thank you the cooperation in this regard."

Nothing happened , i was just waiting around for info . Thats why i haven`t contacted the REP here till today . Just thought it wouldn`t be necessary . I contacted him today and he was kind enough to reply and confirm that he was looking into it . I would like to thank him for his help .
 
Okay, Cristian...maybe try PMing the rep again. Do NOT go back to their live chat (this seems to be where the majority of the problems have started). See if you can use a copy of your bank statement as proof INSTEAD of the utility bill. All they are asking for is proof of ID and address. (See, we are trying to be helpful!!!:)) You can blacken out all of the statement leaving only your name, address and the name of your banking institution. When they finally okay your withdrawal, your deposit used for verification from Skrill should be allowed to be added to your requested withdrawal amount.


p.s. Your English is fine, so no worries about that!:thumbsup:
 
I thanked you for your post but did not took your advice and contacted live support again . I was curious about my current status ...

More info will follow ...

L.E

You are now chatting with Chantelle
--------------------------------------------------------------------------------

Chantelle: Welcome to the Support Desk - you are through to Chantelle, how may I help you?

Me: hi Chantelle
Me: rvr460*****
Chantelle: Hi there
Me: im waiting for feedback from player support
Me: can you please check to see if they finally verified my documents ?
Me: Miguel told me that i sent everything and i should have gotten an answer by now
Me: sorry , im waiting for feedback from player verification department . Thats what i meant
Chantelle: For security reasons I am going to need for you to confirm a few details. I’ll need to know the Full Names, Contact Number, Date of Birth and the E-mail address which you have registered please.

Me: sure
Me: Cristian *******
Me: +70*****
Me: 19/12/1985
Me: ****yahoo.com
Me: is there anything else you need ?
Chantelle: One moment for me please
Me: sure , no problem
Chantelle: The documents were received but you have not made the minimum required deposit on the account for that withdrawal
Me: i understand that
Me: but documentation wise
Me: am i ok ?
Me: is everything in order ?
Chantelle: Thats correct
Me: is it ok if you reverse my ammount back to the casino ?
Me: i will request the cashout again when i have the funds ready for depositing
Me: it might be a few more days..
Chantelle: The funds will be returned if the deposit is not made
Me: i see
Me: i have to ask you this again , please don't get me wrong i've heard this way too many times
Me: are you sure that i am verified and i don't have to send any other document ?
Me: i am asking this because the relevant department never replied back , i had to gather information from live support
Chantelle: I do not see that you have sent through a copy of your mother's ID
Me: i've sent it
Me: i also have been told that you received it
Chantelle: I do not see that
Me: Miguel sent me an email
Me: 1 sec
Chantelle: Let me look into this - would you mind holding a few minutes?
Me: i don't mind\
Me: the email as sent Friday, September 21, 2012 2:22 PM
Me: to credit and floormanager emails
Me: Miguel from support sent me an email confirming that i sent all the documentation required
Me: can you confirm that you are still here please ?\
Chantelle: I'm still here,
Chantelle: I am just waiting for feedback
Me: oh i see , thank you

Chantelle: Thank you,
Chantelle: We have received your Mother's ID
Me: great
Chantelle: Rest assured we are looking into it and will get feedback to you soon
Me: should i contact support again ,say tomorrow and ask for feedback ?
Me: i mean i was told that the documents should have been verified by now
Chantelle: The department that deal with the verification process work office hours
Chantelle: They have left for the day
Me: understandable , no problem\
Chantelle: I can see that you have been in touch with us on a daily basis to find out how far along the process is, there is no need for you to contact us back as we'll be in touch soon
Me: If i wouldn't have contacted you , i couldn't know what document has to be sent next . That's because every single time i asked i had to send another thing . I can't guess what you might need next if you don't actually tell me .
Me: thank you for your help
Me: i guess that would be all Chantelle
Me: Have a nice day !
Chantelle: Sorry about the delay but rest assured the account has been logged


I don`t know , you tell me ...
I mean they might be a solid group , but support wise thats what im getting since 11Sep...
If you guys still think this is normal and standard practice , then i`m the one wrong here .
I just wanted to show you how a normal chat session goes . I think there is a lack of comunication between departments .
 
It's lack of communication. At first, CS couldn't see the latest status so told you that you still needed to send in your mother's ID. When you pressed the issue, she double checked, and found that you had, but it was still with the verification team. The failure here is to ensure that the notes available to CS are up to date, which might be why they keep telling you that they are still waiting for something you have already sent.

Whatever CS tell you is likely to be a day or so out of date, so if you contact them tomorrow, you will just get today's answer over again.

You would not have to contact them if they didn't just leave you hanging, but gave you a status update every time a promised deadline was reached, or a new step taken.

Currently, they are waiting for your minimum deposit and verification to be granted for all the documents you have sent.

CS are clearly telling you that no further documents will be needed, it is just a matter of making the deposit and withdrawing when they have passed your mother's ID.

Once you have been paid, this is the time to raise a fuss over how this has been handled, particularly whether you feel it is fair to drag your mother into this simply because she pays the electric bill on the apartment, but otherwise has no connection to the casino, or your Skrill account.
 
just had the same sort of thing though they paid me out anyway lucky for me fabrizio helped out , although docs were sent in i hadnt got any kind of e mail back to say otherwise i pressed live chat twice in one week to find out , they couldnt tell me anything i e mailed the rep ( not here ) got auto reply out of office untill 25th thought ok leave it with him , today got a e mail from him all is fine all has been updated & did get what they required , accounts approved , as viynl said its a lack of commucation along with no auto reply from where you send in id docs , this realy needs sorting , because it makes the players think something is wrong when clearly they did recieve the docs , maybe wim could prompt them to address e mails once theyve been received them at least players would know they got there safely which is the most important part for a player .
 
It's certainly not uncommon for people to not have a utility bill in their name. Either they are not head of household, or it's included in their rent. Most casinos won't accept a cellular phone bill, and given that now most people do have cells, there's no need for a home phone as well.

When they saw the utility bill was not in his name, FL should have simply requested a bank statement as an alternative.
 
Jasminebed said:
It's certainly not uncommon for people to not have a utility bill in their name. Either they are not head of household, or it's included in their rent. Most casinos won't accept a cellular phone bill, and given that now most people do have cells, there's no need for a home phone as well.

When they saw the utility bill was not in his name, FL should have simply requested a bank statement as an alternative.
Click to expand...

None of the utility bills are in my name so I use my bank statement for verification. The reason for a utility bill is to just confirm that the person who's playing actually lives at the address given to the casino on registration, it's pretty standard.

I can understand the OP's frustration with being told that everything is ok and then being asked for something else, but the people who work on live chat for the most part don't know much about security. They can look and say "Oh yes, we asked for ID and a utility bill and you sent them, you're good to go." but then when it gets to security and verification department, they say ok wait a minute....

As I can see, there would be 2 red flags for the risk department, first is that your ID doesn't have a photo - which is why they need a picture of you holding it. If you look at what most casinos ask for, it's PHOTO ID and some casinos won't pay you without it. But some countries don't have photos on their government ID and so the workaround is a photo of the person actually holding the ID. But on top of that, the utility bill is in someone else's name, so I'm sure they had alarm bells ringing.

On a bright note though, now that it's all sorted out you don't have to worry about it again, and next time it will be smooth sailing. :thumbsup: You don't have to worry about FL trying to rip you off or keep your money if you won it legitimately, it's a drop in the bucket to them. As a matter of fact, they can probably just pay you from what I've lost there this last little while! ;)

Also you mentioned that you didn't have this trouble at other places - I'm not sure about the rest of them, but since you mentioned 32Red, they use a different process of verifying your ID. When I started playing there I didn't have to send any docs to them at all.
 
mrjones said:
just had the same sort of thing though they paid me out anyway lucky for me fabrizio helped out , although docs were sent in i hadnt got any kind of e mail back to say otherwise i pressed live chat twice in one week to find out , they couldnt tell me anything i e mailed the rep ( not here ) got auto reply out of office untill 25th thought ok leave it with him , today got a e mail from him all is fine all has been updated & did get what they required , accounts approved , as viynl said its a lack of commucation along with no auto reply from where you send in id docs , this realy needs sorting , because it makes the players think something is wrong when clearly they did recieve the docs , maybe wim could prompt them to address e mails once theyve been received them at least players would know they got there safely which is the most important part for a player .
Click to expand...

There's better ways available mrjones, very good points. Like VWM said OC's need to get current with verification systems available to them. Better for them and you the player.

To the OP I'm not sure how it helps verifying your mom but if it make everyone happy, well hopefully you're good to go! :thumbsup:
 
tooodoggs said:
I have always sent in my vehicle registration or insurance and they accept that with no issues. As our utility bills are in my husbands name.
Click to expand...

I had thought of this, but for most of the year the insurance is more than 3 months old, and the registration document would be dated from when your vehicle was registered. Most other official stuff comes once a year, and almost all together as one tax year ends and another starts. This gives plenty of alternatives around March to May, but as these reach 3 months old, there is nothing else (except a few red ones if you forget to pay your charges or taxes).

The OP's ID seems pretty thorough, having his mothers name on it as well as his own. I can't see this lasting because EU privacy laws might not allow it. Newer entrants to the EU are given time before they have to implement the various rules and regulations.
 
Cristian's withdrawal will be processed today and should be in his MoneyBooker's account by Friday latest.

I would like to explain why Player Support staff are not able to always give answers as to the status of documents received. For security purposes, all documents are received by our Player Security Department only as we need to contain the information in a controlled and secure environment. When these documents are received and evaluated, the Player Security staff note all these actions on the player's account and the support staff can only go by what appears on the account. Player Security do not communicate directly to players.

As a result of this thread we have now implemented a receipt process where players will receive a mail to confirm that their documents have been received.
 
Congratulations Cristian on your win!

And a big thumbs up to FL for taking criticism and making some good result from it. I believe the receive receipt should be implemented by ALL casinos. This should put many FL players at ease when having to send sensitive material through email.
 


Write your reply...

Similar threads

B
Payment Complaint Slotastic Casino is stalling on a $2,000 withdrawal with arbitrary rules around maximum withdrawals and KYC
Replies
4
Views
304
teckiwi
T
T
Casino Complaint Leo vegas scamming with session limit
Replies
3
Views
959
Betreels Casino & Sports
Betreels Casino & Sports
U
Non-Bonus Complaint Unibet Account verification issues
Replies
0
Views
736
unibet_victim
U
N
Non-Bonus Complaint BillionaireSpin Casino – Sudden 400% Hike in Minimum Withdrawal and Retaliatory Account Freeze
Replies
6
Views
1K
SYPlayer95
S
B
Royal Ace Withdrawal help
Replies
9
Views
4K
Nicki420
Nicki420

Users who are viewing this thread

Total: 2 (members: 0, guests: 2)

Accredited Casinos

Read about our rating system and how it's done.
Back
Top