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Hi knowwhentohold
Can you please PM me this players account number/email address so I can pass it onto the support manager.
Cheers
PM’ed you thanks.
any update on this situation?
Hi guys,
I have received a response back from our support department and have pasted it below:
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The player has two accounts and withdrawal issues on both:Casino Classic – The player’s account has been selected for a security review as part of their withdrawal. This player received an email detailing these requirements when first attempting the withdrawal requesting these documents.
As these documents have not been sent within 30 days, the player’s withdrawal has been returned to their casino account. The player will only need to provide these documents once across all Casino Rewards Casinos.
The security review process is vital in ensuring the integrity of our player’s accounts and is clearly stated in the Casinos terms and conditions:
Due to e-commerce and online gaming regulations and also requirements by the Federal Action Task Force (FATF), the casino reserves the right to conduct a security review and may require you to provide such security documents that the casino deems necessary in order to maintain our high levels of customer protection and security. In the event of failure to comply with such security requests, the casino reserves the right to void any winnings on your account and/or restrict further purchases and withdrawals and/or lock the account.
Golden Tiger – The player has received a check issued by our processor that has subsequently not been honored. The player is advising of approximately $2000 of fees. For our own accounting purposes and as we will be attempting to recover these fees ourselves we do require a bank statement from the customer verifying the fees. Once received and verified the process of crediting these to the customer will be completed usually within 24 hours.
============================================Since I don’t have access to financial records I can’t personally look into this. If the player would like more information they can email the support manager: [email protected] or they may send an email to me addressed to Simon and I will forward it on to him to make sure he gets the email.
Cheers
Why would a Casino Rewards check bounce?
Hey guys
I’m not sure why the checks would bounce – this is on the processor’s end, but I have a response from our accounts team and emails are being re-sent out to players as we speak.
Like most online casinos, the Casino Rewards group uses a third-party processor to issue checks for our players. Due to the sheer number of payments processed on a daily basis, this is normally the most efficient and effective way of sending checks to our players. Unfortunately, a small batch of checks issued by this processor encountered an error when an attempt was made to cash them.
As soon as this error was identified, we ordered the checks be re-issued and where possible players notified.
We certainly understand and share the frustration of our players for an issue that was unfortunately outside of our control. We are working closely with our processor to ensure we avoid a repeat of this issue and recommend to all our US players that they consider changing to ACH for future withdrawals to experience much faster access to their funds.
The email to players, as I have been told, contains the following:
Dear FirstName
One of the payment processors that we use has advised us that there was a problem with a recent batch of checks that were issued to our players resulting in the check having to be voided.
Regrettably, your recent cashin which was issued through this processor and sent out on #Date# for #Amount# was found to be invalid and has since been reissued on 17th May 2006. You should be receiving this check shortly.
We appreciate that this is an inconvenience to you and therefore I have placed a bonus $20 into your casino account , #AccountNumber# .
So that we can avoid this happening in the future , I’d like to give you the opportunity of getting your hands on your money a lot quicker and with less effort!
Sound good? Well using ACH we are able to put your funds in your bank account for you. No waiting for the check in the mail, no going to your bank to cash it in, no waiting for it to clear – just instant funds that you can access.
All I need to set this up is for you to reply to this email with the following details:
Account Number
Routing Number
Account Holder
Bank Name
Bank addressI’ll change your preferred payment method for you and you can start enjoying really quick withdrawals.
I look forward to hearing from you.
Cheers
