Mohegan Casino PA - Player’s account has been closed and withdrawal is delayed.

I am filing this complaint regarding my experience with Mohegan PA Casino and their handling of my account closure and withdrawal balance.

I created an account using the Mohegan PA Casino Android application and deposited approximately $40–$50 into my account. After playing, I won a total balance of $119.80. There were no issues when the casino accepted my deposits; however, when I attempted to withdraw my winnings, the process became extremely difficult and ultimately impossible.

Within minutes of winning the $119.80, my account was suddenly closed without warning or any clear explanation. I then had to repeatedly contact customer support and their security/compliance department to try to understand what happened and recover my funds.

After multiple communications, I was informed that my account had been closed for a "financial decision," but no detailed explanation was ever provided. At the time my account was closed, the full $119.80 was listed as available and withdrawable in my balance.

Since then, I have spent over a month attempting to receive my money. During this time, I have received inconsistent and conflicting information from Mohegan PA Casino representatives. On several occasions, I was told that a check had already been mailed to me. More recently, I was told they were unsure whether the check had even been processed or sent yet. The explanations continue to change, and despite waiting for more than a month, I still have not received my funds.

I also filed a complaint with the Pennsylvania gaming regulators, and only after that complaint did the casino begin responding more consistently. Even then, they continued to provide unclear answers regarding whether my payment had actually been issued.

At this point, I believe I have been given the runaround regarding a legitimate withdrawal balance of $119.80. I respectfully request assistance in recovering my winnings and resolving this matter. I authorize Casino Guru to contact Mohegan PA Casino on my behalf regarding this complaint.

Name: [redacted]

Email: [redacted]

Phone Number: [redacted]

Thank you for your time and assistance in helping resolve this issue.

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Dear Brustn1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before your account was closed?
• When exactly was your account blocked?
• How did you learn about your account being blocked? Please provide a screenshot for proof.
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Brustn1,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru