Desert Nights Casino - Player’s winnings have been capped.

I won 180, they sent confirmation email that they deposited 180, but i got 100. They said that 60 was for fees that arent listed anywhere on the site, and the other 20 is from my bank. They admitted to not having anything on the site saying i was going to be charged 60, and they kept tryingbto lie and say it does say that, until finally admitting it doesnt. After checking with my bank i find out they only deposited 100, and that my bank charged me 15 so that took it down to 85 dollars- they have been lying this whole time. I followed the rules 100%, and did everything they asked. I would have chosen the cheaper of the withdrawal processes had i known, this has turned into a nightmare i would recomend NEVER gambling here.

Dear Dorothy,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Do I understand it correctly that you have accumulated your winnings from No Deposit bonus? I have checked terms and conditions, and this is what I found https://www.desertnightscasino.com/promotions/welcome-bonus:

Could you please confirm that this were the bonus that you have won with?  Have you deposited any funds in to your account? Thank you very much in advance for your reply.

Best regards,

Petronela

Hi i actually dont think that was the one, but it was a new member no deposit bonus, that was $180 max payout and i had to play for awhile and keep winning to get to cash out, when it was time that i could cash out the directions were that i had to deposit $25 dollars, and i did that. I played some more then i began the withdraw process.

so yes i did deposit cash

and i did start with freeplay

Thank you very much Dorothy for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dorothy,

I am very sorry to hear about your problem.

I would like to invite Desert Nights Casino to join this conversation and give us an explanation of why such a fee was deducted.

Hi there Dorothy,

I am still following up on your complaint, and a member of our team will be in contact with you shortly regarding your issue.

Kind regards,

Desert Nights Casino

They contacted me via email and said that the funds were being deposited, but that was a few days ago and i retrieved the message just today but it was sent about a week ago and theres no sign of it in bank , but it may be en route

Dear Dorthy,

allow it some time and please let us know once you receive the payment. I would give it an additional 7 days. Hope everything will be solved soon to your satisfaction. 

hi i have waited the number of days i was told to by the casino and there is still no deposit of funds to my account- or any word from them at all

Dear Desert Nights Casino,

is there any update ?

Hi

i dont know if this last message was meant for me because its addressed to the casino but just in case, no i havent heard anything from them. If it was for them im sorry.

thanks

Hi

received a response from casino, was told they put $60 on my online account- i do not want anything on my account, i was told the $80 that they owe me was already on its way to my bank- so i would like that to just be what they do. Please follow thru with what you said was already done- i am not going back on your site to gamble.

Hi there,

The text was not displayed anywhere within the casino, but has since been resolved, thank you for bringing it to our attention.

Our team has reimbursed you the processing fee reimbursement is on its way to you, if not already in your account.

Hi-

ok it is not there yet, i will notify everyone here the second its in my account

thank you

Hi

it still has not arrived in my account- is there a certain amount of time i need to wait?

I would give it one more week. I did set the timer for additional 7 days, please let us know next Monday if there is any update.

Hi

Ok no problem!

thank you

Still nothing- if they arent going to fix what they have done why do they keep saying they are?

Dear Deckmedia,

is there any update? when should Dorothy expect the reimbursement?

Hi Dorothy,

I think there has been some miscommunication and confusion:

We're talking about a $60 reimbursement for the processing fee which you were not aware of, which was sent to your casino account. I can't see any comments about an $80 reimbursement, if you were told this can you please send to me (via the guru admin) proof your claim?

Thank you kindly,

Team Desert Nights Casino

Yes i can let me collect them

Hello Dorothy,

you can post it here or alternatively to my email address zuzana.r@casino.guru, we are waiting for your reply. I hope everything will be solved soon to your satisfaction.

Just to make sure were on the same page- i dont want this on my account with the casino, i want it sent to my bank account, ive already gone through the process to withdraw my winnings, i dont want to have to do it a second time

Hi

just checking on if they responded?

thanks

Hi there,

It’s quite normal that the customer receives less than $120, due to the fact that the transaction has to go through several different banks before it gets to her and this is not free. We unfortunately have no control over the processing fees these banks charge.

We do apologize for the misunderstanding in our transactional email, we generally assume that customers understand that the withdrawal amount stated in the email is the overall amount requested and that the fee will be deducted thereafter. We are now in the process of updating all this information to make sure it is as clear as possible for all customers to understand (on top of the new information about the fees now shown when initially requesting the withdrawal).

We can understand the customers frustration in the matter, hence the reason we reimbursed the $60 processing fee for her.

As a means of good ethics and wanting to build a good relationship with the customer, we are willing to offer her a $30 free bonus. Please kindly ask the customer to log in and look for the coupon code: WEARESORRY-MICHELE (Bonus terms: wagering requirement of 60X the bonus amount. Maximum cashout allowed $180. Valid until 31 August 2020. General T&CS apply).

No i do not want more play money, i want the winnings i was promised and was expecting to get- you lied to me over and over and nobody is disputing that my bank charged me $15 , but thats got nothing to do with this- why would i go onto your site to play at a casino that i already know if i win, it means nothing- so are you going to advertise that from now on too? That you are one of those play for fun sites?

so am i hearing you correctly that you never did send my winnings and your not going to?

Casino Guru, if this is in fact what they are doing, what is my next move, how do i let everyone know exactly what desert casino is all about and that they arent to be trusted?

i wont be going back to your casino to pretend to play, its pointless

let me add, it wasnt banks that took my winnings- that was $15, you guys took my winnings and then lied about it over and over. Thats what happened.

Dear Dorothy,

we are really sorry but we can not punish the casino for something they can not affect. We only can recommend them to update this info in terms which they already plan to. 

It not unusual that there are some additional fees for international transactions. I am afraid we have not other option then close this complaint as resolved. Thank you for understanding Dorothy. 

Ok, however i am curious...it says up in the email from them that they reimbursed the $60 dollar fee and it also says they gave me a $30 WEARESORRY-MICHELE bonus- i havent checked for the bonus but they are still saying they did something they have not- if they would just do what they are saying they would do i would be more than happy but they still have not done that- are they going to?

i guess thats all i am curious about- that is all i wanted in the first place-

May I kindly ask you if you received reimbursment of the $60 dollar fee ? Thanks in advance.

Hi

no i have not received the $60 reimbursement fee, and it says it right here about 3 emails up,this is a screenshot of the response to me from you guys-

Hi there,

The reimbursement was credited earlier this month, and was still in your account August 11th.

Thanks you Desert Night casino for the update.

Dorothy could you please confirm it was on your account? Are we able to close this case now? Thanks for your reply.

I have not received a $60 credit to my account-

Hi

so i scrolled through my bank and there was no deposit, so i decided to look and see if it were at the casino, and thats where they put the ‘money’. Im really disappointed and it really kinda sucks that they continually lied to me and tried to direct my attention back to policies they didnt tell anyone about- they have since changed this and it does say on their withdraw page exactly what it should have all along- so in the long run they basically knew they were in the wrong- even if they wont make it right with me- i am done fighting, and i wont recommend them to anyone- and its apparent that they dont value their customers anyway so its no hair off their back. I guess the $60 in question plus the $20 that they wont even acknowledge and lied about even sending from the start is whats gonna break them so there they go- i am curious how this will go if i win again? Not that im dumb enough to think that they are a company with enough integrity not to rig the games - from this whole thing if nothing else was learned at least we know DESERT NIGHTS CASINO HAS NO INTEGRITY.

Thank you for your help

Dorothy Horn

Dear Dorothy,

I am very sorry you feel this way, but from the beginning, they meant your casino account, not your bank account. There is not much we can do and we are forced to close this complaint

Thats fine- but thats not what they said- they have lied from the very beginning, and that sucks, but yhats just how some businesses choose to make their money. I really dont care one way or another i just wanted to see how hard they would fight for $60, if you go back and read the emails they lied in almost every dingle one of them. I have a large amount of followers on social media, and they are going to lose alot more than $60 dollars in the end. So who really wins?

i firmly believe in treating people the way you want yo be treated, and i wish more people did the same

stay safe and thank you for your help

Dorothy Michele Horn