Complaint #42
High Noon Casino
Giving me the runaround with verification, stalling payment
10 years ago
Hello Ask Gamblers,
My name is Shazzad Hossain. I am doing job in a multinational company. I have learn online gaming few months and really I like it to play when I got free times. The summery of my complaint is Highnoon casino didn't paid my legitimate winnings of 5X bonus I played with 2 weeks ago. After requested withdraw my winning $500 (Max winning 5X bonus is $61*5=$305) the 1st cashier Peter sent me an email who stated that he had tried to contact me thru cell number I given them but not successful,so he advised me to contact support to verify my details thru phone. Well, I straight away contacted with support staff name "Angela" who called me straight away into my another international number and had talked over phone for few times. Actually, the issue began from the number I had registered with them was national number which was International call barred by my phone provider. Then I replied to "Peter" that please update my international cell number because the number I had registered with them was only for national call which I was completely unaware! On next day "Simon" replied me:
Hello Shazzad,
Hope you are doing well.
I understand your situation and that you have now changed your contact number which we will be more than happy to update your account with. Although before we can do that we will require some kind of verification that the number was valid upon registration of your account.
You should be able to request a document from the provider of your pre-paid cell phone number which indicates that the number was valid, this is something we require as our terms and conditions do state:
12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.
Link to terms: http://www.clubworldcasinos.com/termsofuse.aspx
Hopefully we can have this resolved and continue with the process of getting your winnings withdrawn.
Kind Regards,
Simon
Cashier
So,all they wanted a statements from my cell provider was the number I had put earlier is a valid number. After that, I went to my previous cell provider's head office and asked a written statement from them that the number they has provided me is still valid. Then they agreed and given a written statement for them which stated that the cell number they providing is still a valid national number but international call barred. So,I had sent that statement to them but they again asked me same statement within company pad. What can I do!! I again went their head office and taken the same statement on next day and sent to so called "Cashier Team" (I think their cashier team is the world's largest cashier team, I ever found). Because when I sent any doc to them according to their previous cashier agent's request,the another member asking me new doc to provide them. So, one after anther at least 6/7 agents asked me docs or anything then I forwarded their request them another new cashier agent requested me new doc which were totally a game with my afford and my emotions. Actually they didn't wanted to pay my legitimate winnings $305. How could I guess? Well, After not able to changed my cell number, I sent my all verification docs and told them the provider of my previous national number was unable to inactive call barred system, they locked my account and told me they are not going to pay my winning for unable to verbal verification though I already talked with "Angela" with my International number. So, how come they say that I did not verify my account details thru cell phone? Did they not check my conversations with Angela? Here is my very bad experience story with HighNoon Casino Cashier team. I am stating this complaint if you can resolve please. Thank you.
Kind Regards,
Shazzad Hossain
My name is Shazzad Hossain. I am doing job in a multinational company. I have learn online gaming few months and really I like it to play when I got free times. The summery of my complaint is Highnoon casino didn't paid my legitimate winnings of 5X bonus I played with 2 weeks ago. After requested withdraw my winning $500 (Max winning 5X bonus is $61*5=$305) the 1st cashier Peter sent me an email who stated that he had tried to contact me thru cell number I given them but not successful,so he advised me to contact support to verify my details thru phone. Well, I straight away contacted with support staff name "Angela" who called me straight away into my another international number and had talked over phone for few times. Actually, the issue began from the number I had registered with them was national number which was International call barred by my phone provider. Then I replied to "Peter" that please update my international cell number because the number I had registered with them was only for national call which I was completely unaware! On next day "Simon" replied me:
Hello Shazzad,
Hope you are doing well.
I understand your situation and that you have now changed your contact number which we will be more than happy to update your account with. Although before we can do that we will require some kind of verification that the number was valid upon registration of your account.
You should be able to request a document from the provider of your pre-paid cell phone number which indicates that the number was valid, this is something we require as our terms and conditions do state:
12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.
Link to terms: http://www.clubworldcasinos.com/termsofuse.aspx
Hopefully we can have this resolved and continue with the process of getting your winnings withdrawn.
Kind Regards,
Simon
Cashier
So,all they wanted a statements from my cell provider was the number I had put earlier is a valid number. After that, I went to my previous cell provider's head office and asked a written statement from them that the number they has provided me is still valid. Then they agreed and given a written statement for them which stated that the cell number they providing is still a valid national number but international call barred. So,I had sent that statement to them but they again asked me same statement within company pad. What can I do!! I again went their head office and taken the same statement on next day and sent to so called "Cashier Team" (I think their cashier team is the world's largest cashier team, I ever found). Because when I sent any doc to them according to their previous cashier agent's request,the another member asking me new doc to provide them. So, one after anther at least 6/7 agents asked me docs or anything then I forwarded their request them another new cashier agent requested me new doc which were totally a game with my afford and my emotions. Actually they didn't wanted to pay my legitimate winnings $305. How could I guess? Well, After not able to changed my cell number, I sent my all verification docs and told them the provider of my previous national number was unable to inactive call barred system, they locked my account and told me they are not going to pay my winning for unable to verbal verification though I already talked with "Angela" with my International number. So, how come they say that I did not verify my account details thru cell phone? Did they not check my conversations with Angela? Here is my very bad experience story with HighNoon Casino Cashier team. I am stating this complaint if you can resolve please. Thank you.
Kind Regards,
Shazzad Hossain
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