Problem with casino not paying Royal Vegas

Discussion in 'Lets Talk about gambling and more...' started by jena1953, Jun 28, 2010.

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  1. jena1953

    jena1953 Member

    I play for a couple of years now at the Fortune Lounge group, Platinium Play, Royal Vegas and & 7 Sultans and never have any problems till this week. I made a withdrawal at the Royal Vegas, just 100 euro's. Then after a couple of days nothing on my account, so i take a look at my casino account, withdrawal still in progress. So i started live help, and they say they need new documents. So i send in those documents, i received an email that the bill was oke, but the copie of the pass was in black and white and that was not acceptabel. So i send in a color version. The withdrawal stays work in progress. Contacted live help again, we did not receive your documents, and i say, you confirmed it, so then they find them. But still withdrawal in progress. So i send a couple of emails to the helpdesk and contacted live help again. Now they say, i need to let the documents certified by a commissioner of oaths.
    And i did not know what that was, so they tell me, that i need to go to the police or a lawyer for a stamp on my documents and then send them to them.
    I asked them what is wrong with the documents, but they can or will not tell me, and i think i have the right to know that.

    A problem that can not be resolved, and i don't go to the police nor a lawyer for a stamp, thats b*ll

    Anyone have such problems and how to solve?
  2. Marina

    Marina Administrator Staff Member

    I know that online casinos are requesting new documents.
    Total new to me is that they ask now to have them verified by police or lawyer!?

    Please can you let us know your username at Royal Vegas so I can ask my contact person about.
  3. jena1953

    jena1953 Member


    My accountnumber is rvr25488065

    And i think it is not strange that once in a while they want new documents, but they don't even bother to let me know that by email, i had to ask them what was going on because my withdrawals stay work in progress.
    I think that when they realy want stamps from police or lawyers from now on, a lot of poeple will stop playing at online casino, i will.
    1 person likes this.
  4. Marina

    Marina Administrator Staff Member

    A passport has a stamp, that should be enough.
    I agree with you, I also won't gamble online anymore if a cashout is such a hassle.

    I will ask my contact if he can find out more and will let you know then dear,
    It may take a few days.

    1 person likes this.
  5. jena1953

    jena1953 Member

    Thanks Marina for your effords to help me, i will wait.
    1 person likes this.
  6. Kotsy

    Kotsy Well-Known Member

    The type of verification they are looking for is
    called "Notarized". It's an official stamp that verifies
    which document you are submitting.

    It really does seem to be a hassle. Can't
    wait for Marina to post their response
    1 person likes this.
  7. Marina

    Marina Administrator Staff Member

    Got a response today, they are investigating your account now, Jena1953
    As soon I know more I will let you know
    1 person likes this.
  8. jena1953

    jena1953 Member

    Thanks Marina:eek:hyesss:
    1 person likes this.
  9. gerald

    gerald New Member

    Jena, i'm feel for you as i have come to the conclusion that microgaming casinos are getting worse and worse as time goes on. I won over £2,000.00 at Gaming club and all i got for over 1 week was a complete run around and they stalled time and time again on my withdrawl. If you go to Arnold Snyders' and go to the 'win online' tab, then tap on to the Microgaming casinos and scroll down, you will see a 'players advisory' warning on all the Fortune Lounge casinos which has been in place for a few years now. is a top-notch gambling forum run by some awsome professional big time gamblers who mostly play at land based casinos but also have a great knowledge of internet gambling software. Trust me, these guys know their business! Go there cos there's much info.

    Good luck and i hope Marina will be able to help you through this.

  10. jena1953

    jena1953 Member

    Thanks for your message Gerald, i will take a look.
    But i cansay that the problem is solved, they have paid me, it's on my moneybookers account already.
    Hereby i also want to say thanks to Marina and others who have helped me to solve this problem.
    3 people like this.
  11. Mike

    Mike Administrator Staff Member

    your most welcome jena1953 and congratulations on your cashout!
  12. Marina

    Marina Administrator Staff Member

    Ahh glad to hear you got paid now Jena
    Thanks for letting us know dear.
    :thank you::kiss:
  13. lisac

    lisac New Member

    royal vegas- I was notified today that I need to send a copy of my drivers license and credit card that they have on file ,,they say colour copies only. I hope I am not going to get the run-around ? I have won from online casino's before in the past and they never asked for documents. Is this normal?
  14. Marina

    Marina Administrator Staff Member

    Welcome lisac, it is a normal procedure for online casinos to ask for a proof of identity, physical adress and such if you make your 1st cashout.
    There are some casinos which do not ask for documents on the 1st cashout, as long the withdrawal amount is under a specific limit.
    But most casinos I know ask for documents already with 1st cashout, no matter which amount it is.

    Some casinos may also ask again for documents although you have sent them in the past.
    Let's say, you have sent documents to a casino a few years ago, and cashed out there several times already, they may ask for new documents again.
    Last edited: Aug 23, 2013
    1 person likes this.
  15. Ellis

    Ellis Well-Known Member

    lisac you should not worry, it is normal that Casinos request these.
    One time I did cashout almost 1700 euro's on a 10 euro free chip.
    Since that i am a player for many many years because of that
    1 person likes this.
  16. lisac

    lisac New Member

    hi, I sent all the documents,,,now they say the need the view of the back of my credit card and photo's I send must show all 4 corners.
  17. Marina

    Marina Administrator Staff Member

    Yes lisac, they always need to see both sides of a CC and photos must clear and all 4 corners must be to see.

    this is normal dear.

    Save these documents then on your pc, it saves you much time next time you need them for an online casino.
    Last edited: Aug 24, 2013
  18. Ardilla

    Ardilla Well-Known Member

    Welcome here Lisac,

    yes this is normal and as Marina said save this docs in a folder on your computer.

    When this is done at the casino everything is quicker after a win :))
  19. lisac

    lisac New Member

    thanks for all the advice all, I hope you all understand- I am just worried I might never see my winnings. My husband keeps doubting I will see them but I tell him he is wrong. I asked for my cheque to be sent courier..hopefully it doesn't take long. I got another email from them this morning asking for for a copy of my utility bill, it has both my husbands name on it as well as mine so I hope that will be okay. I shall keep you posted. On my account info on royal vegas,,it states that my withdrawl is in the process still.
    1 person likes this.
  20. Marina

    Marina Administrator Staff Member

    Dear, if you do not have multiple accounts, and also always have paid your deposits (means if there was never a chargeback), you should have no problem getting your money.

    If you send them the utility bill, then add a short sentence to the email, explaining that this is your name and your husbands name on it. :)

    Why does your hubby not believe that you get your winnings?

    Keep us informed :)
    Last edited: Aug 24, 2013

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