Tangiers Casino refusing to pay or process my withdrawals [NOT RESOLVED]

[Mattr33]

I signed up with Tangiers Casino under the user name Mattr33 I made a deposit and didn’t accept any bonus offers. I supplied all documents requested by them. I ended up winning a reasonable amount and requested a withdrawal they sat my withdrawal in pending and then after 5 days reversed it back into my account without even contacting me. I contacted them and they told me I didn’t supply my documents so I sent them again and went on live chat and was told they had been received and approved. They did the same thing 2 more times reversed my withdrawal request without notifying me. I contacted them again and they asked for an additional document to do with my credit card I’ve never had to do that before but I went ahead and did it. I waited and still I didn’t receive any money so I contacted them again and now they are saying I was randomly selected by management to have my documents reviewed and the games I played to make sure there are no discrepancies and this could take up to 10 business days which will be next Thursday and then they will review my withdrawal request which will take another 5 days. I won this money on the 30th of March and at the moment the earliest I will see any money which I’m starting to doubt will happen will be the first week of May. How is it fair that when a player makes a deposit the Casino receives the money instantly but when a player wins they have to wait over a month to receive anything and then because of their weekly limit restrictions it is going to take a number of weeks before I receive my total winnings. 

I have had no contact from the Casino unless I contact them and every email I have sent has come back with Hello at the top of the page without including my name. So I’m assuming these are copy and paste responds and that no one is even bothering to read my emails and take any action.

I have played at a number of online Casinos and have never been treated so poorly. 

They are clearly taking advantage of their situation and hiding behind a keypad and are hoping that I get that frustrated I play back what I have won.

As a player I choose to play and understand that if I lose I lose but when I win I expect a Casino to pay me, I seriously question their morals, values and honesty this is so disgraceful and it has now got me questioning the whole online gaming experience if one can do this what’s stopping others from doing it.

Who monitors them and hold them accountable if they are doing the wrong thing which Tangiers Casino is currently doing? We are trusting them to do the right thing but I’m starting to question the trust I have put in them.

Fortunately there are good Casinos who value players and are professional in their approach but Tangiers are not one of those. I have asked numerous times for someone to do the right thing and call me and explain what is going on they have not attempted to do so.

All I want is what I won fair and square my money not fake manufactured excuses.

 

[OCRmoderator]

Hello Mattr33, 

Thank you for reporting this issue. We're sorry to hear about your experience and we've forwarded your post to the casino. 

We'll update you the moment we have an answer.

Thank you for your patience.

OCR Moderator 

[TangiersCasino]

Hello,

We hope this message finds you well. 

According to the information on your account, the Accounting team needed you to confirm the payment method details before being able to review the payout request, as per the following rule that can be found on the Banking Page:

Tangiers Casino solicits from all Members the corresponding information of their preferred withdrawal method via email to [email protected]

Your latest withdrawal request has been unfortunately declined due to the Verification Process. The Verification Process falls into place for accounts with pending payouts and is a standard procedure that can be performed up to twice per year.

During this process, Security and Management will thoroughly review the account and all account activity during this additional verification, as well as the documents that you have previously sent. Please note that the Verification Process takes place in order to ensure that the withdrawal process is smooth and safe for all our customers.

We noticed that you have then made 2 new withdrawals of AUD 4000, out of which one has already been approved and will reach your account in up to maximum 7 business days, as per the weekly withdrawal limit, while the other is pending to be reviewed.

Should you need additional information or have any questions, please do not hesitate to let us know. 

Kind regards,
The Tangiers Casino team

[TangiersCasino]

Hello, 

We hope this message finds you well. 

We would like to confirm that the account is no longer under the Verification Process and that the first 2 withdrawals have already been approved.
Please keep in mind that future withdrawals will be reviewed and approved according to the withdrawal guidelines, for amounts of up to $4000 per week.
Should you need additional information or help with any future withdrawals, please do not hesitate to let us know. 

Kind regards,
The Tangiers Casino team

[Admin]

Thank you TangiersCasino for resolving the issue.

OCR Moderator 

[Chris]

Hi Matt, 

They are doing exactly the same thing to me. It's absolutely appauling. I've never been treated like such a fool. 

Live chat have told 'me three times my account is in order and according to them it isn't. 

I've been waiting 3 weeks and now I've been randomly chosen to be verified all over again. 

Nothing they say can be relied upon. It's an absolute disgrace 

[Chris]

 

I've also had a terrible experience with Tangiers. I requested a withdrawal after checking with Live Chat all was ok. 

 

Five business days later the funds are returned to my playing account. They claim I didn't send through a copy of my card, frustrated this wasn't brought up when I asked I immediately sent over a copy. 

Five business days later they declined the withdrawal again. This time they wanted a copy of my bank account. I sent that through immediately. 

Five business days after that they decline the withdrawal again. This time it's a random second verification. 

I get no answers from live chat, they are no help at all. I finally recieve an email saying the funds have been sent to my account. 

Five business days later I recieve another email saying a review of my account means I'm banned from the site. No reason stated, no acknowledgement of the withdrawal.

I have not recieved a cent. I was a good customer. I was polite and courteous to staff. I jumped through every hoop and delay tactic. They have treated me terribly. It's been the worst experience I've ever had with a casino. 

Any answers take days. It's caused great anxiety frustration and dissapointment. How they can do this is just wrong. 

My username at Tangiers is One11 

Edited December 16, 2020 by Chris
Add username

[Admin]

Hello Chris, 

We're sorry to hear the issue has not been resolved as it should. 

We'll forward this to the operator again and request for their clarifications.

 

OCR Moderator

[Chris]

Thankyou kindly