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Date: Fri, 16 Aug 2013 16:46:40 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: "Kim B. Protacio" <kim@lsmindia.com>, Bidyut Borgohain <bidyut@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, 
	"Surya Prakash. Tiwari" <surya@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Esther Manabit <esther@lsmindia.com>
Cc: Deeksha Dadu <deeksha@lsmindia.com>
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Subject: PKR Chat Audit - LTK11153010319076X
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Hi Rajiv, 

In this Chat you told the player that he can still send us is expired Passport to verify his account, I have no idea who told you that we can accept an Expired ID for verification purpose. 

This is causing a lot of issues since the player has now complained. 





Reminder to rest of the team: Security can only accept a valid form of ID so please request only a valid ID 




Ronnie: You can send us the photos by clicking them from a mobile phone. 
you: ok well i can do 2 3 and 4 
you: but my passpot is out of date 
Ronnie: No issues you can send it still. 

info: Hello! My name is Ronnie. How may I assist you today? 
info: Your Issue ID for this chat is LTK11153010319076X 
you: hi 
Ronnie: Hi 
Ronnie: How may I help you? 
you: whats does it meant when my withdrawal request says 'under review'? 
Ronnie: May I have your username? 
you: PhilipKelly 
you: captical p and k 
Ronnie: To be able to assist you, for security reasons, please confirm the following information: 
1. Your date of birth 
2. The first line of your address 
3. The answer to the following question: 
Ronnie: What was the name of your first pet? 
you: 07/08/1990 
you: 7 dfalcon house 
you: patch 
Ronnie: I would request you to please confirm the name of the pet once again? 
you: im sure it was patch... maybe morris or alfy? 
Ronnie: What was the last payment method you have used? 
you: via devbit ending 3114 
you: visa debit* 
Ronnie: Thanks 
Ronnie: One moment please while I look into your account. 
Ronnie: Have you received the email for the security department. 
you: err lemme double check 
Ronnie: Sure 
you: the withdrawal comformation? 
you: i got both of those 
Ronnie: Have you send us the documents. 
you: i have noe email asking for any documents?? 
Ronnie: One moment please... 
you: thanks :D 
Ronnie: You need to send us 
Ronnie: Copy of your ID (Passport or Driver's License or National ID Card) 
Ronnie: Proof of ownership of the bank account registered to your PKR account 
you: excuse me? 
you: so its been 7 days and nobody told me this 
Ronnie: Front and Back copies of Visa Debit****3114. Please note - for your security please make sure you hide the middle 8 digits of your card number on both front AND back of the card where visible, and also hide the three digit security code on the back of the card 
you: and you have had no problem takin money off me 
Ronnie: We have send us the email you can check the inbox or the junk folder 
you: no there is nothing there 
you: and i do not hae an id 
you: can i send a photograph of a bank statment and my card and an expired passport 
Ronnie: I will send you the email again 
you: not again 
you: i havent had one 
you: and i have withdrawn in the past wiht no problems 
Ronnie: The Alderney Gambling Commission requires us to verify ID and ownership of payment methods used to fund PKR accounts with a significant level of transactions. This is why we need to ask you for the following: 
you: but your happy to take my money no questions asked? 
Ronnie: I understand for the inconvenience caused to you regarding this. 
you: im not sure that you do 
Ronnie: You need to trust me on this 
you: i dont own a valid passport, i have withdraw similar amounts in the past 
Ronnie: 1. Copy of your ID (Passport or Driver's License or National ID Card) 

2. Front and Back copies of Visa Debit****3114. Please note - for your security please make sure you hide the middle 8 digits of your card number on both front AND back of the card where visible, and also hide the three digit security code on the back of the card 

3. Proof of ownership of the bank account registered to your PKR account 

4. Copy of a utility bill or bank/card statement, showing your full name and current postal address which is no more than 3 months old. 


you: neither do i have a scanner 
Ronnie: If you are unable to send your documents this way then you can fax them to +44 (0)207 3871786 (Standard charges apply). 


you: i dont have fax machine wtf this is 2013 
Ronnie: You can send us the photos by clicking them from a mobile phone. 
you: ok well i can do 2 3 and 4 
you: but my passpot is out of date 
Ronnie: No issues you can send it still. 
you: yo whom do i send them 
you: its my birthday i dont need this hassle! 
Ronnie: Please can you upload the documents from the following link: https://accounts.pkr.com/UploadDocuments.aspx 

If you are unable to send your documents this way then you can fax them to +44 (0)20 73871786 (Standard charges apply). 

Please note that it can take 3-4 working days to approve the documents once they are received. 
Ronnie: Are we connected? 
you: yes 
you: just finding my stuff 
Ronnie: Sure you can send it. 
Ronnie: Is there anything else I can assist you with? 
you: well im not at all happy, that you take my money no problems, but whe i win for a change i get all this hassle, and that i have had to wait 7 days before even finding out i have to do this 
Ronnie: Alderney Gambling Commission requires us to verify ID. 
you: not when taking my cash tho 
Ronnie: Only at the withdrawls 
you: right 
you: i have all the document here in goin to send them in now 
Ronnie: Please note that it can take 3-4 working days to approve the documents once they are received. 
you: what should i add as the description 
you: is there an affiliated reffernce number 
Ronnie: LTK11153010319076X just mention this in the subject line. 
you: ok will do 
Ronnie: Good luck at the tables! 
Ronnie: Please feel free to fill out our feedback survey by clicking CLOSE at the top of the window. Enjoy the rest of the day. 
you: indeed 
you: bye now 
Ronnie: Bye 


with regards, 
Ganin 


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<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Times New Roman; font-size: 12pt; color: #000000'>Hi Rajiv,<br><br>In this Chat you told the player that he can still send us is expired Passport to verify his account, I have no idea who told you that we can accept an Expired ID for verification purpose.<br><br>This is causing a lot of issues since the player has now complained.<br><br><div style="margin:0;"><font face="Calibri,sans-serif" size="2"><span style="font-size:11pt;"><br></span></font></div>
<div style="margin:0;"><font face="Calibri,sans-serif" size="2"><span style="font-size:11pt;">&nbsp;</span></font></div>
<div style="margin:0;"><font face="Calibri,sans-serif" size="2"><span style="font-size:11pt;"><span style="background-color: rgb(255, 255, 102);">Reminder to rest of the team: Security can only accept a valid form of ID so please request only a valid ID</span><br></span></font></div>
<div style="margin:0;"><font face="Calibri,sans-serif" size="2"><span style="font-size:11pt;">&nbsp;</span></font></div><br><br><br><font style="background-color: rgb(255, 255, 102);" color="red"> Ronnie: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="black"><span dir="ltr">You can send us the photos by clicking them from a mobile phone.</span></font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">

    
  	    <font style="background-color: rgb(255, 255, 102);" color="blue"> you: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="#8b008b">ok well i can do 2 3 and 4</font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">

    
  	    <font style="background-color: rgb(255, 255, 102);" color="blue"> you: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="#8b008b">but my passpot is out of date</font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">

    
  	    <font style="background-color: rgb(255, 255, 102);" color="red"> Ronnie: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="black"><span dir="ltr">No issues you can send it still.</span></font><span style="background-color: rgb(255, 255, 102);">
        </span><br><br><font color="red">info: </font>
        <font color="green"><span style="color: #000000;"><strong>Hello! My name is Ronnie. How may I assist you today?</strong></span></font>
        <br>
    
  	    <font color="red"> info: </font>
        <font color="green">Your Issue ID for this chat is LTK11153010319076X</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">hi </font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Hi </span></font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">How may I help you?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">whats does it meant when my withdrawal request says 'under review'?</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">May I have your username?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">PhilipKelly</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">captical p and k</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">To be able to assist you, for security reasons, please confirm the following information:<br> 1. Your date of birth <br> 2. The first line of your address <br> 3. The answer to the following question:</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">What was the name of your first pet?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">07/08/1990</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">7 dfalcon house</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">patch</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">I would request you to please confirm the name of the pet once again?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">im sure it was patch... maybe morris or alfy?</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">What was the last payment method you have used?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">via devbit ending 3114</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">visa debit*</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Thanks</span></font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">One moment please while I look into your account.</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Have you received the email for the security department.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">err lemme double check</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Sure</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">the withdrawal comformation?</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i got both of those</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Have you send us the documents.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i have noe email asking for any documents??</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">One moment please...</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">thanks :D</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">You need to send us </span></font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Copy of your ID (Passport or Driver's License or National ID Card)</span></font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Proof of ownership of the bank account registered to your PKR account</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">excuse me?</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">so its been 7 days and nobody told me this</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Front and Back copies of 
Visa Debit****3114. Please note - for your security please make sure you
 hide the middle 8 digits of your card number on both front AND back of 
the card where visible, and also hide the three digit security code on 
the back of the card</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">and you have had no problem takin money off me</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">We have send us the email you can check the inbox or the junk folder</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">no there is nothing there</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">and i do not hae an id</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">can i send a photograph of a bank statment and my card and an expired passport</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">I will send you the email again</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">not again</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i havent had one</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">and i have withdrawn in the past wiht no problems</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">The Alderney Gambling 
Commission requires us to verify ID and ownership of payment methods 
used to fund PKR accounts with a significant level of transactions. This
 is why we need to ask you for the following:</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">but your happy to take my money no questions asked?</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">I understand for the inconvenience caused to you regarding this.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">im not sure that you do</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">You need to trust me on this</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i dont own a valid passport, i have withdraw similar amounts in the past </font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">1. Copy of your ID (Passport or Driver's License or National ID Card)<br><br>2.
 Front and Back copies of Visa Debit****3114. Please note - for your 
security please make sure you hide the middle 8 digits of your card 
number on both front AND back of the card where visible, and also hide 
the three digit security code on the back of the card<br><br>3. Proof of ownership of the bank account registered to your PKR account<br><br>4.
 Copy of a utility bill or bank/card statement, showing your full name 
and current postal address which is no more than 3 months old.<br><br> </span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">neither do i have a scanner</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">If you are unable to send your documents this way then you can fax them to +44 (0)207 3871786 (Standard charges apply).<br><br> </span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i dont have fax machine wtf this is 2013</font>
        <br>
    
  	    <font style="background-color: rgb(255, 255, 102);" color="red"> Ronnie: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="black"><span dir="ltr">You can send us the photos by clicking them from a mobile phone.</span></font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">
    
  	    <font style="background-color: rgb(255, 255, 102);" color="blue"> you: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="#8b008b">ok well i can do 2 3 and 4</font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">
    
  	    <font style="background-color: rgb(255, 255, 102);" color="blue"> you: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="#8b008b">but my passpot is out of date</font><span style="background-color: rgb(255, 255, 102);">
        </span><br style="background-color: rgb(255, 255, 102);">
    
  	    <font style="background-color: rgb(255, 255, 102);" color="red"> Ronnie: </font><span style="background-color: rgb(255, 255, 102);">
        </span><font style="background-color: rgb(255, 255, 102);" color="black"><span dir="ltr">No issues you can send it still.</span></font><span style="background-color: rgb(255, 255, 102);">
        </span><br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">yo whom do i send them</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">its my birthday i dont need this hassle!</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">Please can you upload the documents from the following link: &nbsp;<a href="https://accounts.pkr.com/UploadDocuments.aspx" target="_blank"> https://accounts.pkr.com/UploadDocuments.aspx</a><br><br> &nbsp; &nbsp;If you are unable to send your documents this way then you can fax them to +44 (0)20 73871786 (Standard charges apply).<br><br> &nbsp;Please note that it can take 3-4 working days to approve the documents once they are received.</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Are we connected?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">yes</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">just finding my stuff</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Sure you can send it.</span></font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Is there anything else I can assist you with?</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">well im not at all happy, that you take my
 money no problems, but whe i win for a change i get all this hassle, 
and that i have had to wait 7 days before even finding out i have to do 
this</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Alderney Gambling Commission requires us to verify ID.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">not when taking my cash tho</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Only at the withdrawls</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">right</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">i have all the document here in goin to send them in now</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Please note that it can take 3-4 working days to approve the documents once they are received.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">what should i add as the description</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">is there an affiliated reffernce number</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">LTK11153010319076X &nbsp;just mention this in the subject line.</span></font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">ok will do</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">Good luck at the tables!</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black">Please feel free to fill out our feedback survey by clicking CLOSE at the top of the window. Enjoy the rest of the day.</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">indeed</font>
        <br>
    
  	    <font color="blue"> you: </font>
        <font color="#8b008b">bye now</font>
        <br>
    
  	    <font color="red"> Ronnie: </font>
        <font color="black"><span dir="ltr">Bye</span></font>
        <br><br><div><span style="font-style: italic;">with regards,</span><br style="font-style: italic;"><span style="font-style: italic;">Ganin</span><br></div><br></div></body></html>
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