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

No I don't believe I received any bonuses and I deposited I believe $40 or $50 and once I won $119 I tried to withdraw it and it said that I was unable to withdraw it because I was using a credit card so I registered my PayPal said the same thing even after I made a deposit with it so I added another one of my cards which was a chime card and I was still unable to withdraw it because it said I was unable to withdrawal to a credit card and that's when they close my account without any prior heads up and told me it was because I failed to register a withdrawal method that actually worked I guess but they agreed to send me a check for the $119.80 that they owe me and yes I passed the verification way before I started gambling on their app and they had no problem taking my deposits of 40 to $50 but when it came Time to withdraw my money they made it impossible and when I asked for help my account had already been closed because they told me I registered too many cards I guess which I was just trying to withdraw my withdrawable balance so they said they close my account for that and that they're sending me a check but this has been over a month now and I'm in the same state the casinos in so there's no reason why I should still be waiting for this check over a month later

Here is a cleaner version of what I wrote I feel like explains it better:

I do not believe I received any bonuses on my account. I deposited approximately $40–$50 of my own money and eventually won $119.80. When I attempted to withdraw my winnings, I was repeatedly told that I could not withdraw because I had used a credit card for deposits.

In an effort to resolve the issue, I added my PayPal account and even made a deposit using PayPal, but I still received the same error message. I then added another card, which was my Chime card, and again I was unable to withdraw because the system continued stating that withdrawals to a credit card were not allowed.

Shortly after this, my account was closed without any prior warning. I was told the closure was due to registering too many payment methods/cards, even though I was only trying to find a withdrawal method that would actually work so I could receive my winnings.

I had already completed identity verification well before I ever began gambling on the app, and there was never any issue when the casino accepted my deposits. The problems only began once I tried to withdraw my winnings.

MoheganPA Casino eventually informed me that they would mail me a check for the $119.80 owed to me. However, it has now been over a month and I still have not received the check. I live in the same state as the casino, so there is no reasonable explanation for this delay.

I have attached screenshots of my email communications with MoheganPA Casino support as evidence of what occurred.

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

Dear Brustn1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Brustn1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Mohegan Casino PA outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Brustn1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the gaming authority the casino is regulated by Pennsylvania Gaming Authority and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.