Royal Vegas Casino - Absurd verification requests

RESOLVED
posted on May 12, 2016.

I requested a withdrawl of $300 on thursday 05/05/2016. Was told to send verification documents (my license bank card and utility bill) this was all done and on Monday 09/05/2016 I received an email stating they had been recieved and would be verified in 24 hours. After waiting and not hearing back from anybody, I contacted help desk on Wednesday 11/05/2016 and was told that they required a clearer photo of one of the cards used on my account, after this was done I was told they had received the email and would send it to the security department for verification. By Wednesday afternoon I had contacted live help again and was told they did not receive any of my documents despite me recieving an email on Monday morning confirming that they had received them. After some more excuses I sent the email through to them again. This time I was told that I needed a letter of authorisation from my mother to use her card on my account WHICH I HAD NOT DONE. they informed me that the bank card ending with #8913 belonged to my mother and not to me and that I would need copies of her ID and a written letter authorising me to use her card. This card is not and never was held in my mothers name and clearly states my name on it, after explaining this to 8 DIFFERENT PEOPLE they keep requesting an authorisation letter and copies of all of my mothers Identification despite her having nothing to do with my account and I never having used any card belonging to anybody except myself on my RV account. They have given me numerous excuses and refuse to acknowledge what I say to them and when I explain I haven't used my mothers card they send me a copy of there terms and conditions explaining it is against there terms to use someone else's card without there authorisation WHICH I HAVE NOT DONE. I have tried and tried to speak to people on live help and they keep disconnecting me. THE CARD BELONGS TO ME AND ONLY ME AND NOW THEY WILL NOT RESPOND OR LET ME WITHDRAW MY MONEY!

posted on May 13, 2016.

Hi Dana

The issue is that the card was first registered on 28/2/2016 by another person under their name and you registered the same card on 6/5/2016 under your name. As this person had made a successful deposit from this card he/she must have had access to this card. In a mail from you, you clearly state " I did not give authorisation for it and was not aware of anybody else using my card for any purpose and have not authorised it.

From all our communication with you, you never mentioned that your mother was involved and we therefore did not request you to get these documentation from her.

According to our correspondence you have been requested to explain the relationship with that person.

We will require a letter from you explaining the situation and the other person's KYC details.

Regards

Wim
Fortune Lounge

posted on May 13, 2016.

Win,

I was never given any information as to WHO used my card and as soon as you requested information regarding my mother I immediately informed you that she was my mother and that 1. She lives interstate from me and 2. I did not give her permission to use my card!
I have sent in all required documents to prove that the card belongs to me and only me and have explained to support desk on numerous occasions that I DID NOT give her permission to use my debit card.

That is a complete lie I have all the emails documented as proof that I have mentioned she was my mother but WAS NOT AUTHORISED BY ME TO USE MY CARD.

I have already provided an explanation of my relationship on the 11th and 12th of May and was told it would take 24 hours for a response but have heard nothing.
It should not be taking two weeks for a withdrawal!

posted on May 13, 2016.

Also Wim,

I have just checked my transaction history for that card and it was not used at all in February or AT ALL this entire year untill I registered it with my account. So please explain??

posted on May 16, 2016.

i am happy to send you a photo of my transaction history from February. if as you are saying somebody made a successful deposit from the card on 28/02/2016 it should show in the transaction history WHICH IT DOES NOT. Royal Vegas had not withdrawn any money from my account prior to when I registered it for MY OWN account. I have been trying to get in contact for the last two weeks to sort this out and nobody will help me I just keep getting put on hold and then disconnected!!!

posted on May 17, 2016.

Hi Dana

I have requested one of our staff to contact you in this regard and I have been informed that the issue has been resolved and that your withdrawal is now going to be processed.

Please let me know if you are now satisfied with the process.

Regards

Wim
Fortune Lounge

posted on May 17, 2016.

Hi Wim.

I received a call yesterday from one of your staff members and was informed my withdrawl would be processed and that all of my documents are verified. I have not received the withdrawal yet but will let you know when I do

Thanks

AskGamblers
posted on May 21, 2016.

Dear @dana1997,

Did you received your payment, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

posted on May 22, 2016.

Hi yes I recieved payment this morning. Thank you

AskGamblers
posted on May 23, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.