Unfair and stressful withdrawal treatment by Tangiers Casino [RESOLVED]

[Alaryna]

I would like to make a complaint about the treatment I have been getting from Tangiers Casino with regards to trying to have my winnings withdrawn under player Alaryna.

 

I have been trying for weeks to withdraw my winnings from Tangiers Casino.  According to their banking page, withdrawals via Visa, EcoPayz, Skrill etc are all instant with the exception of withdrawals via Bank Wire which has a 5-day review.  It also states that they typically attempt to deal with requests within 72 hours of the request, but that there may be delays.  This is all fair enough, but what I have been going through has been nothing but astonishing, stressful and, I feel, totally unjust and unfair.

 

I first requested my withdrawal via Bank Wire transfer.  Then they requested a copy of my bank statement and copy of Id etc, which is normal.  I supplied everything they asked and everything was approved eventually after several attempts.  I even got an email to say it was all approved and my withdrawal request will be reviewed within 5 working days.  I waited.  

 

I had no other communication.  After 6 days I logged into my casino account to see that the withdrawal was cancelled and the money was back into my gaming account.  I had no email to explain why that was.  The online assistant only said there was a note to say that I have to contact Accounting for further details, which I did.  I still have no answer as to what happened.  

 

I re-requested the withdrawal.  I got another email (a response on an email I sent with my bank SWIFT Code attached) stating that they needed another copy of my bank statement, showing the SWIFT and b/b number.  I sent another letter from the bank about the SWIFT number, as the SWIFT numbers do not appear on our statement front pages.  I also sent a letter from the bank confirming my account details and another copy of photo ID and a photo of my visa card front as requested twice before.  And I asked what a b/b number was, but never got a response on that.  I did get a standard electronic response that my request will be reviewed in 5 business days.  I was angry about the lack of customer service.

 

(At a previous occasion, about a week before all this, I had a withdrawal of about $150 via ecoPayz, approved within 72 hours, no fuss, no emails, no documentation required, had it in my bank account within a week.  So, this next step kind of baffled me a bit.)

 

Getting frustrated with the process and seeing that I am not going to get my money sent out via Bank Wire because they are finding all kinds of reasons for all kinds of documents needed and the same documentation over and over again, I cancelled the bank wire withdrawal and decided to have the money withdrawn via my ecoPayz account again.  After all, the last withdrawal went smoothly, right?

 

Wrong!.  I got an email stating they need a screen print of my ecoPayz account to confirm my account!  I did this, without any fuss this time.  I was tired of fighting them on this.  I just sent them the screen shot.  I got an email back, screen shot approved, added to my account.... my withdrawal will be reviewed with 5 days!  

 

I waited 5 days.  On day 5, which was yesterday, while the withdrawal still showed as "Pending" I emailed Accounting and asked them to let me know if there is any issue for the payout, to let me know, so that we can sort it out first, instead of them just cancelling my withdrawal, so that I don't have to wait another 5 days.  I got no response.  I assumed all was okay this time.  I mean what else could they still need?

 

Low and behold.  Not even 30 minutes later the money was back into my gaming account, the withdrawal was cancelled!  Still no email explaining why it was cancelled.  I jumped onto the chat live and asked why it was cancelled.  I was told they need a visa voucher!  Never heard of it.  Nothing in the withdrawal section about it.  But the chat person directed me to it.  I got it, printed it out immediately, filled it in, scanned it, mailed it back to accounting, complete with copies of my photo id, front of my bank card, screen shot of my ecoPayz account.  Just everything I could think of that they might even think of asking me for.  And I re-requested my withdrawal.

 

I asked in that email when I sent the documents through that they please deal with my withdrawal request immediately as I have been trying for weeks. (I promised my daughter I will be there when her baby is born in two weeks.  I have to fly there.  I have been relying on this money and the stress has made me really anxious.  Not that that is anyone else's problem, but just letting you know what has been going on for me personally.)

 

 I got an automated email back that my documents have been approved and added to my account and my withdrawal will be reviewed again in 5 working days!

 

Please help me get my money out of this account as soon as possible!  I do think this has been extremely unfair and unnecessarily stressful.

[Admin]

Hello,

Thank you for reporting about your issue. We're sorry to hear about your recent gaming experience.

In order for us to forward your complaint to the casino operator and start the process, please make sure to send us via email your player ID and email address used for the account. 

 

OCR Moderator 

[Alaryna]

Hi,  I have sent the information as requested, thank you.

 

[Admin]

Details received and message was sent to the operator representative. 

We'll followup again today and hope to hear from them soon.

 

OCR Moderator

[TangiersCasino]

Hello,

Thank you for reaching out to us!

Kindly note that as per our Banking Page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;
• Proof of ownership of payment method - depending on the method used, this may include a copy of a recent bank statement or a screenshot of the e-wallet;

At the time of review of your initial withdrawal request, we were missing both the voucher and the bank statement. During the review of your second withdrawal request, we had received the bank letter however we had not received the voucher.

At the moment we confirm that we have received and approved both the bank letter as well as the voucher and your withdrawal request is currently pending review. We aim to review all withdrawal requests within 72 hours from the moment the customer has placed a withdrawal request on the Account. However, withdrawal timeframes are dependent on the verification status of the customer. As part of our requirements we must collect documentary evidence of customer’s identity and this can affect the timeframes of withdrawal review (up to 5 business days).

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Tangiers Casino

[Admin]

Thank you Tangiers casino representative for the answer.

We'll wait for the player to respond.

 

OCR Moderator 

[Alaryna]

Hi.

Thank you for your response.  I completely understand that these requirements need to be met.  However, my complaint is as follows:

1.  There was no communication with me about why my requests had been cancelled every time.  I had to enquire on live chat for information and it was only until the last cancellation that the voucher was even mentioned.  If I had received an email about the requirement within the 3-5 day timeframe from your accounting department I would have sent it through and all of this could have been finalised the first time around.

2.  Why was this not a requirement when I had my previous withdrawal into my ecoPayz acccount a week or two earlier?  That withdrawal went without any hassles.

2.  The timeframe is 3-5 business days.  My review is held strictly until the 5th business day.  The email I last received from accounting when I asked that it now be dealt with asap had advised that my withdrawal will be reviewed only on the 5th day.  

3.  There was never any communication sent to me about what the reasons were for any of my withdrawal requests being cancelled or even that it was cancelled.  I only happened to find out it was cancelled by logging into my account and seeing the money back in my gaming account.  

This is all very bad customer service.  We are now in day 4 of the 3-5 day review and I, since you accept that you now have all the correct documentation, I trust that there will be no more problems with my withdrawal?

Thank you.

Maryna

 

 

[Alaryna]

Payment has been received.  Thank you to both parties for your swift handling of this matter.  It is very much appreciated.  

 

[Admin]

1 hour ago, Alaryna said:

Payment has been received.  Thank you to both parties for your swift handling of this matter.  It is very much appreciated.  

 

Thank you Alaryna for confirming that the case has been resolved on the best way from your side.

Thank you Casino Tangiers representative for a swift and effective solution.

OCR Moderator