Club World Casino - Won't payout 400$ in winnings, endless verification cycle.

RESOLVED
wakso Sweden
posted on April 10, 2015.

Made a deposit and won 400$ and made a withdrawal. Got the email about verification and emailed cashier the documents they asked for. After that this endless cycle started with new demands every time. I gave them the same files that I've had no problems at all with verification on other casinos. Need better photos, so I gave them better photos. After they got photocopies on all documents that they said they needed, they started with new demands. Now I have to have the ID scanned in color with 300 dpi, which I cannot do since do not own a scanner. The pictures are in a 2448 x 1836 resolution and fully visible.
I have trouble understanding why they would need such high dpi on the ID, since everyone else including other UK based casinos that I have verified accounts on does not.
I have all email conversations saved.
Been playing online casinos for some time now and I have never ever experienced anything like this at all.
Also the site says withdrawal in instant on Skrill but the chat support said, 7-9 days! Which I thought was a bit extreme and I get the feeling that it's impossible for players to withdraw any winnings on this casino.

posted on April 13, 2015.

Hi Wakso,

Thank you for posting here,

As far as I can see the Cashier Team have kept in constant contact with you explaining what we need, unfortunately some of the documents you have sent thus far have not satisfied the security team.

An email was sent to you this morning explaining that without a better copy of your ID we cannot proceed with the withdrawal.

As for Payments for Skrill being 7-9 days this is incorrect information and if you could provide me with the name of the chat agent that told you this we can investigate and follow up with some additional training. Skrill payments are instant once processed.

With regards it being impossible to Cash Out at Club World you're way off the mark, we have been around since 2004, casinos who do not pay out and do not act fairly do not last long in this industry. There have been many disputes here that have been settled in the players favor, however we have a right to request clear documents to protect ourselves.

I would advise you to contact the cashier team with the additional document, they are just as eager to settle this matter as you are.

Best Regards
Stephen

wakso Sweden
posted on April 13, 2015.

Hello Stephen. Well I can't be the only customer that thinks it's an odd behavior when you provide the documents asked for and then suddenly change the request after that. I have provided cashier today with a maxed out full flash 8 megapixel phot which also reveals the hologram, impossible with any other scan of the ID card. If that is not enough, a scan won't be either. I do not remember the name of name of the chat agent, could be she was referring to some other form of withdrawal method, but I have made my request with Skrill which I always use and have never had any problems with. Hopefully we can have this resolved soon and I can get back to playing some RTG slots.
Regards, wakso

posted on April 14, 2015.

Hi Wakso,

There was no attachment to the email you sent.

You should have received an email from the cashier team this morning. Could you please follow instructions on the email.

Best Regards
Stephen

wakso Sweden
posted on April 14, 2015.

Hello again. I have sent attached document in another mail today.
Regards, wakso.

posted on April 15, 2015.

Hi Wakso,

I have just had confirmation from the guys over in the cashier department that they have now verified your documents and your withdrawal will be processed today.

We apologize the verification process did go on for so long however, I am sure you appreciate that we have to be very thorough as we do come across a high level of fraudulent activity.

Now that verification is complete you will be verified in all of our sister sites, so you will not need to resend documents again.

Congratulations on your win!
Best Regards
Stephen

wakso Sweden
posted on April 15, 2015.

Hello again Stephen. I can confirm that my account is now verified and the payment has been processed and funds received. Thank you for the help!

This issue is now resolved.