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ElinP: Good afternoon. How can I help you?
JONESOSMOSIS: I want more information on my whitdrawal
ElinP: What would you like to know?
JONESOSMOSIS: when are you paying
JONESOSMOSIS: ?
ElinP: Could you confirm your username please?
JONESOSMOSIS: JONESOSMOSIS
ElinP: Could you confirm your date of birth for security please?
JONESOSMOSIS: xx/xx/xxxx
ElinP: Withdrawals are normally processed after 72 hours. It will then take 3 to 5 working days for the funds to reach your nominated account. We do ask players to provide documents but you will be emailed if this is required.
JONESOSMOSIS: I have been emailed
JONESOSMOSIS: and you requested a utility bill, a photo id and a photo of me holding an ID.
JONESOSMOSIS: a photo of me holding an ID?
ElinP: Yes thats correct
JONESOSMOSIS: are you kidding me?
JONESOSMOSIS: Could you let me know if that was stated on the Terms I accepted when registering?
ElinP: It is stated in the terms and conditions
JONESOSMOSIS: could you quote it please?
ElinP: You can find the relevant information in section 7.4 of the main terms.
ElinP: And also in the FAQs
JONESOSMOSIS: "We may demand reasonable additional documentation in the event of a security check"
ElinP: And we have requested that
JONESOSMOSIS: Well here is what I'll do. I won't take any photo like the one you request, is demeaning.
JONESOSMOSIS: And it is not reasonable.
ElinP: This is something that all players have to send due to egambling regulations and anti money laundering, in the terms on the website it advises that we will request documents to our satisfaction and this is what we require to be satisfied that we can verify your details
JONESOSMOSIS: The fact that I will be asked for a PHOTO OF ME HOLDING MY PHOTO ID is not stated on the Terms I accepted when registering.
JONESOSMOSIS: This ask is demeaning.
ElinP: It does state we will ask for what we deem necessary. In our current procedures this is what we deem necessary to verify your details and that you are who you say you are.
JONESOSMOSIS: Is it because I have a non anglosaxon name and I live in the UK? That is racist.
ElinP: We require the photo of you holding the ID to show that the persons on the ID is the person sending the ID.
JONESOSMOSIS: How does a picture of someone holding a photo ID verify the photo ID?
ElinP: Because we can see that the person sending the ID is the same as the photo of the ID. When you have to show ID going into a club for instance they will look at your ID and look at you to ensure it is you.
ElinP: That is what we are trying to do
JONESOSMOSIS: I am not going to a club here!
ElinP: No i used that as an example
JONESOSMOSIS: I will send you my driving liscence and an utility bill, but the picture... it is demeaning. This is not stated on the Terms I accepted when registering.
JONESOSMOSIS: I will be verified with reasonable methods
JONESOSMOSIS: as stated in the terms and conditions
JONESOSMOSIS: So what do we do?
ElinP: As previously stated, we will ask documents to our satisfaction to verify your details. Again as said above to follow our procedure we require a photo of you hold your ID.
ElinP: If you do not provide this information we will be unable to process your withdrawal
JONESOSMOSIS: So, are you stating that you will not give me my money if I don't send you a photo of me holding my ID?
ElinP: If we cannot verify the details requested we cannot do the necessary security checks to process the withdrawal.
JONESOSMOSIS: Please, could you confirm that you will not give me my money if I don't send you a photo of me holding my ID?
ElinP: We cannot process the withdrawal unless we receive the required documents.
JONESOSMOSIS: I will send you my ID and an utility bill. Please, could you confirm that you will not give me my money if I don't send you a photo of me holding my ID?
ElinP: If we do not receive all documents requested we cannot process your withdrawal.
JONESOSMOSIS: So you will not give me my money if I don't send you a photo of me holding my ID, yes or no?
ElinP: We cannot process the withdrawal if you do not provide the documents we have requested.
ElinP: As advised
ElinP: this is to comply with eGambling regulations therefore part of our license is to obtain this information when necessary.
JONESOSMOSIS: So you will not give me my money if I don't send you a photo of me holding my ID, yes or no?
JONESOSMOSIS: I would like to speak to your manager
ElinP: If we were to process without the requested information we would be breaking our terms and conditions f
KirstyG: Hi, my name is Kirsty I am the supervisor on shift how can I help you?
JONESOSMOSIS: Could you read the previous conversation so I donīt have to repeat everything again?
KirstyG: I have read through the conversation and can see what you have already been advised, this is correct to our procedure
JONESOSMOSIS: So you will not give me my money if I don't send you a photo of me holding my ID, yes or no?
KirstyG: No we are not able to process your withdrawal until we have received the documents as requested.
JONESOSMOSIS: Please could you give me a yes or no answer to my question about the ID?
KirstyG: What do you mean the question about the ID? I have advised that your withdrawal will not be processed until everything is received
KirstyG: Is this not what you asked?
JONESOSMOSIS: will you or wonīt you give me my money if I don't send you a photo of me holding my ID, yes or no?
KirstyG: I have said twice now no we will not process the withdrawal if you do not send this.
JONESOSMOSIS: So if I donīt send you a picture of myself you wonīt process my withdrawal, is that correct?
KirstyG: Yes that is correct we will not process your withdrawal until we have received all of the documents that we have requested from you.
JONESOSMOSIS: I will send you my driving licence and an utility bill, but the picture... it is demeaning.This is not stated on the Terms I accepted when registering. I will be verified with reasonable methods, as stated in the terms and conditions So what do we do?
KirstyG: You have been advised what we need from you, as already stated this is part of the terms where is states that we will request any documents deemed necessary for the casino to verify your details. Unfortunately this is not something that I can negotiate with you, we are not trying to demean you we have to do this as part of our license as Elin said, if we did not do this we would be breaking the terms for the casino to hold a license which is why we will not process any withdrawal until we have everything that we request from you.
JONESOSMOSIS: I never accepted "any documents deemed necessary for the casino to verify your details. "
JONESOSMOSIS: "We may demand reasonable additional documentation in the event of a security check"
KirstyG: This is in our terms which you accepted in order to create your account. These are what is deemed reasonable for the casino as advised by our licensee who approves all of our terms.
JONESOSMOSIS: And you are treating me like a criminal, asking me to send you all of this documents and I donīt know what will happen to the documents and the photo after I send it.
JONESOSMOSIS: I am quoting what I accepted
JONESOSMOSIS: "We may demand reasonable additional documentation in the event of a security check"
KirstyG: This is in order to prevent a criminal act take place not to accuse anyone. All documents are stored in accordance to the data protection act and treated with the up most of confidentiality.
JONESOSMOSIS: So I donīt think it is reasonable.
JONESOSMOSIS: What other options do you offer?
KirstyG: It is what is deemed reasonable for the casino not the player, this is something that is advised in the terms before you create your account so that if you do not wish to participate in this you do not have to sign up to Supercasino. As advised there are no other options available.
JONESOSMOSIS: Wll, I believe this is not good practice and I am going to take further action. Also,I won't take any photo like the one you request as I think is demeaning. What other options do you offer?
KirstyG: I am sorry that you are not happy with my response but no matter how many times you ask what other options there are, there are none that are available and this will not change. You are free to take this further should you wish, you can put in a complaints following our procedure. Please put this in writing to
complaints@supercasino.com
JONESOSMOSIS: I would like to know your full name and the name of the person I spoke with before.
KirstyG: My name is Kirsty I do not divulge my surname for security, and you spoke with Elin earlier.
JONESOSMOSIS: Do you know that you are wrong asking people to send you pictures? So if I deposit money with my credit or DC and I go through the card security check then it is right. But if I win any monies then it is wrong and you need to do further verification and make it complicated for the client... Only if I win money.
KirstyG: That is not the case at all as advised this is something that all players have to send to the casino as some point of holding an account with us. This is part of anti money laundering and egambling regulations that we abide by as a responsible gaming establishment in order to prevent crime on our casino, as I said it is not something that we can negotiate with players who do not agree, this is why you should not agree to the terms if you no do agree with them.
JONESOSMOSIS: Yes, corner yourself behind all of that...
JONESOSMOSIS: You know that it is wrong
JONESOSMOSIS: and you wonīt sell pictures of you to a casino
JONESOSMOSIS: It wasnīt stated on the terms and conditions
JONESOSMOSIS: Could you explain how does a picture of someone holding a photo ID verify the photo ID?
KirstyG: As I said if you do not agree with our terms you should not have agreed to them. No one has asked you to sell anything, you have sent everything else requested but only this picture is what you query, the terms state we can request any documents it does not state exactly which ones but you sent the others.
KirstyG: Elin has already gone through all of this with you previously, this conversation is simply going round in circles with no resolution however I cannot advise any different to what I already have.
JONESOSMOSIS: So the only thing I have left to say is that I strongly suggest you put this in your terms and conditions.
JONESOSMOSIS: That you will require people to send you their pictures holding their photo ID like criminals
KirstyG: As I have already advised sir it does state that we will request anything we deem necessary therefore we will continue to do so to comply with our regulations to prevent crime.
KirstyG: Is there anything else I can help you with?
JONESOSMOSIS: it states NOWHERE that you will require people to send you their pictures holding their photo ID
KirstyG: It states nowhere what we will ask for at all as it states anything we deem necessary, this means we will request whatever we need to be satisfied as advised. Again I will stress that this is not getting any resolution so I do not feel I can continue answer questions you have asked several times. I have given you as much information as I possibly can if there is no resolve on this chat I'm afraid your next move would be to complaints as advised.
JONESOSMOSIS: and I want to clarify to people reading this on the forums that I am going to post it that I am no fraudster, it just really anoying that you ask me to send you pictures of me... It is against my principles to provide you with them because I made money in your casino.
JONESOSMOSIS: DNA sample?
KirstyG: Again I stress that this is to prevent crime, not to accuse anyone. Is there anything else I can help you with today sir?
JONESOSMOSIS: yes
JONESOSMOSIS: could you quote where you describe the things you might deem necessary on your terms and conditions?
KirstyG: We do not describe these things this is subject to what the casino deems necessary so can vary.
JONESOSMOSIS: are there any examples or detailed list of things you might consider as necessary?
JONESOSMOSIS: so if you ask for a nude picture I might provide it?
JONESOSMOSIS: or a DNA sample
Please do not use bad words.
JONESOSMOSIS: who decides what is necessary?
KirstyG: No there is not, as this is due to anti money laundering this information is provided to you as per what is necessary within reason Sir. I feel your comments are getting out of context now.
JONESOSMOSIS: Do I have no rights?
JONESOSMOSIS: They are spot on, sorry.
KirstyG: The decision is with the finance team of the casino. You do have rights sir of course however as a casino we have to abide by the regulations that I have advised you about several times. Preventing crime on the casino is taken very seriously.
JONESOSMOSIS: You know that Iīve got a point in what I am saying and you know how anoying is to get the casino to ask you for photos because you made money. Well, thank you very much for your patience today (give to Caesar what belongs to Caesar. Have a nice afternoon.
KirstyG: Enjoy your evening sir
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Originally Posted by gabriels
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