Complaint status
This is what I call professional and responsible Customer Support.
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Complaint History
honeypot submitted a complaint.
Casino.com responded.
Casino.com responded.
honeypot responded.
Casino.com responded.
Solved successfully.
Bonus farce and withdrawal nightmare
Dear Sir/Ma'am...
I have played several online casino's with no real problems. However Casino.com has provided me with cause to complain.
I made an initial deposit of £200..and was given a £150 bonus. Which meant I had to achieve a target wager (amount unknown till I attempted to withdrawer). Then you get to see the amount still outstanding. So I played on till I got down to zero. Attempted to withdrawer £600. DECLINED. Reason...They needed my ID docs sending thru to them. So I sent copies of.. Passport..3 months utilities and copy of my credit card,back and front. Next day they respond...did not receive your docs....So I send again. They also contact me to say withdrawal DECLINED. Bonus target not reached! I emailed and said my wager level went down to zero....It was now up to several thousand! They had awarded me another bonus unknown to me. So I played some more.....Attempted to withdrawer £300. DECLINED. They said they still did not get my ID docs....So I send again(third time). I now get a reply saying.....They need them in COLOUR!..And that may not be enough!.....I have suggested to them..a copy of my DNA! I would be very grateful if you look at this for me...Has this casino come up before for similar problems.
Sincerely,
Robert Allen
Hi,
This is what I just received from our support:
I tried calling the member to explain to him why he is unable to withdraw funds from his account and also to advise him that his account is now verified as we have received all docs from him, however, there was no answer from him.
I have contacted the member via e-mail and explained everything to him, I have also provided him with links to the Bonus Terms and Conditions so he could see that the bonus Terms and Conditions are on the website.
As I was unable to speak to him, I have asked him to provide a telephone number and suitable time for us to call if he wishes to discuss this over the telephone.
Thanks,
Keira
Hi there,
My colleague from support reviewed your case thoroughly and advised the following:
I made an initial deposit of £200..and was given a £150 bonus. Which meant I had to achieve a target wager (amount unknown till I attempted to withdrawer).
Our bonus policy can be found on our website along with all wagering requirements for the bonus. Every member has to agree to the terms and conditions which entail the bonus policy as well. (ONLY your First Deposit bonus is a redeemable casino bonus. To redeem this casino bonus, you must wager a minimum of 40 times the bonus amount.
They needed my ID docs....
Also this is covered in the terms and conditions the member agreed upon sign up. Our policy is in place to protect players against online fraud and therefore requires that Casino.com members may be required to verify their identity before a cash withdrawal is made. Most of our members welcome our strict security procedures as they are there to safeguard their deposits, prevent money laundering and any other fraudulent activity in our casino.
They had awarded me another bonus unknown to me.
The majority of our members appreciate our bonus awards. In cases where the bonus is not wanted we can remove the bonus if it has not been played and we can also set the member’s account so that no further bonuses will be credited. How the bonus credit was unknown to the member is beyond me as the difference between deposit and current bankroll should have alerted the member at least.
With regards to his documents: The member made his first withdrawal request on 14-07-10 and we received his first email with docs attached only 3 days later. Why he is claiming that he has sent them the same or the next day I am not sure but maybe it was a technical error in his or our email system. I cannot verify that. Unfortunately some of the docs he has sent were of inferior quality and were as a result not accept by our security department. Also some of the crucial details we need to see in these documents were blanked out (credit card not signed, certain digits blanked out).
Best, Michel
Hi, this is honeypot, ref. the replies from Casino.com.
Their system of bonus I find totally confusing. Which I imagine is designed that way for that purpose. However on July 18th I received an e-mail from them. Sender Elio C. I had £600 in my balance, and was told all my wagering totals were met, and that I could withdrawer whatever I wished. I cashed out £600 but like 3 times previously you guessed it. DECLINED! I have given up! I played on till I lost all. So in this instance Casino.com 1 : player 0. I guess you live and learn.
honeypot.
PS: Thank you for looking at it for me. I do appreciate it.
Our support tried calling the member the other day and as they could not get in touch with him they explained the Bonus and Withdrawal Terms and Conditions and they also provided the member with links and directions to get to the information on the website.
After contacting the member regarding this, he replied to their e-mail requesting for his withdrawal to be cancelled so he could carry on playing.
They are unsure as to what further action to take with this member as he has been informed in many occasions of the Terms and Conditions of Casino.com.
Thanks in advance.
Regards,
Michel
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I don't have much faith in casino.com. I"ve never had a succesful withdrawal and am currently on hold on online chat as they look into a game issue (did not issue supposed bonus)
Wagering leaves alot to be desired. My mum played online and was issued a bonus. She had $1.60 left to play then deposited another $100. After having a win she went to withdraw only to see the wagering was still there from the last bonus. When she contacted them they said there needed to be a balance of less than a dollar before the wagering is removed.. so basically she paid $100 to play for fun!! IN the end they finally agreed to let her withdraw but it was days later and by then she had played it trying to get her wagering completed.
Also withdrawals take forever. We had a withdrawal waited for it to arrive then discovered the money had been put back into our playing acct. Online help were clueless and had no idea where the money had come from . DAys later they contacted us to say it had been put back due to incorrect swift number. Really??? Poor poor customer service, would not recommend to anyone
Hi Michel, Casino.com and I have interacted before. The score currently stands at 1-0 and evidence of this can be found in your casino being removed from the EcoCard website along with the many faux apologies your casino sent me upon getting your collective faces owned. You may level the scores here if you are able or you may make it 2-0 to me. Ignoring my post = 2-0 to me (as I will inform you of it via email with Attn: Michel to your casino Customer 'Support' team).
I cannot speak for honeypot, but every casino I play at has to agree to my Terms and Conditions, which are – assuredly – a great deal more legal than yours. By accepting my deposit, you automatically agree to abide by my Terms and Conditions (which comprise of just one Term: You agree to behave ethically at all times). Should there be a discrepancy between your and my Terms, my Terms prevail. You can feel free to contest the matter via the Australian judicial system if you wish. A quick glance at the Wikipedia page for Online Gaming (Australia) will explain to anyone who is wondering why, despite your extensive marketing efforts to Australian players, you will not have our respective Terms assessed for validity in Australia. A quick reference to logic will explain to anyone who is wondering why, despite your extensive attempts to defend the indefensible, you got your face owned recently.
This is a provable lie. If you wished to protect players against online fraud, you would do two things:
1. You would verify players’ IDs before a cash deposit is made. Failure to do this exposes all players who gamble at your casino to your fraud and exposes Casino.com to attempted fraud – and you expose yourselves in this way very intentionally. Verifying IDs only before withdrawal does nothing to protect players or Casino.com from online fraud and it does nothing to protect underage players from gambling (you’d actually be breaking the law on that count also, I suspect) and it does nothing to protect problem gamblers either. All it enables is one (1) very nefarious aim, the nature of which I have already proven beyond all doubt (reasonable or otherwise).
2. Your ID verification ‘policy’ (note the parentheses – denoting use of that word as inaccurate, as a description) is nothing but a scam. If you actually wished to genuinely verify IDs, you would – in addition to verifying pre-deposit rather than pre-withdrawal – offer players 20th century functionality for secure uploading of their ID docs into your secure remote server. Failure to do this proves that you have a number of intentions with your ID verification ‘policy’, none of which are remotely related to genuine ID verification, and all of which are directly related to theft.
This is a ludicrous claim almost too stupid to ridicule. On what do you base such a false claim?
I have evidence that proves you attempted to steal my deposit. Casino.com sent me a personalised, individually tailored for me alone, bonus offer (claiming it would be automatically credited). I deposited, it was not credited. I was then insulted multiple times by your staff, who demanded I furnish them with my ID documents. I agreed to do so, but only once they had stated why they demanded them post-deposit rather than pre-deposit and only once they stated what their intent was upon successful verification. They refused to explain themselves or their intent, and attempted to steal my deposit and hold it to a ransom which was both untenable and criminal; specifically, Casino.com demanded I send notarised ID documents proving my identity and physical location via snail mail to Manila, Philippines.
When I demanded to know why they would request players send notarised documents of government-issued identity along with notarised evidence of where their children sleep at night, I was insulted and abused and my balance was stolen.
At this point, I handed the evidence over to EcoCard who assessed it for its obvious validity and removed Casino.com from their website, ordering you to return my deposit - which you did (even though I never agreed to your idiotic ransom terms). EcoCard should also have closed your merchant account, thanks for reminding me to chase that up.
I am quite sure as to what further action to take with Casino.com as I have informed yall on many occasions of what you must do; namely, stop the ridiculous scam and behave in a manner which isn’t criminal.
I'm reliably told you are continuing to steal players' deposits via fraudulent means. tsk tsk. Please defend yourself against these allegations if they are false and explain what steps you are taking to heed my advice relating to the safe verification of player identities.
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