Desert Nights Casino - The player's unable to withdraw.

Hello Gigo1122,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Desert Nights Casino. Please allow me to ask you a few more question before we would move forward.

Did you ever request a withdrawal from the casino before or this is the first one? Did the casino explain why can't you withdraw through Neteller?

I've checked the website and it should be able to use Neteller to withdraw in all Europe. But please note for the future, many casinos put a general table on their website and if you are able to deposit with a method, it doesn't mean that you can also you it for withdrawal - there are many factors like country of residence etc. for that.

Looking forward to your answer.

Regards,

Nick

Hello Nick . This is the first withdrawal. Casino response; As previously advised, not all deposit methods are available for withdrawal. ) But why is Neteller available for deposits then? And for withdrawals, an exceptionally expensive withdrawal (60+) or a check from every $500 commission is 30. I ask you to give an alternative method. No one uses such expensive casino transfers.

Hello Gigo1122,

Firstly, please note that we are not the casino. Also as I mentioned, many payments may be available for deposit only and restricted for withdrawal. Unfortunately sometimes the casino can't control the fees as it depends on many factors as country of residence of casino/player and the regulations within it. Did you try to ask the casino if there is any other way to withdraw for i.e. by crypto which should be with minimal or no fee?

Regards,

Nick

Hello Nick. The casino has specified deposit methods and withdrawal methods. Neteller is legal and there is no word on restrictions. When I made deposits at the casino, I couldn't limit anywhere. I think a bank check with a huge commission is the only way for all countries. So the casino uses a tricky policy. Why cheat players? I ask you to make a withdrawal to the same method that is not prohibited and not limited by the rules from which the deposits were made. Don't I have that right?

As a player, I am losing money while the casino hides behind illogical rules. They respond to emails shortly. Therefore, I ask you to look into this situation as an uninterested resource. The rights of the players also have a place to be. Why should I, as a player, pay 60+ without alternative .. if the casino has no way to use anything other than a bank withdrawal, let them remove the information from the site or pay a commission themselves

Hello again Gigo1122,

Could you please advise what is your current balance in the casino before we would try to get in touch with them? - just to be sure in every details.

Regards

Dear Gigo1122,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Made a request to the bank account. The casino refused to pay out, the reason for the withdrawal should be Neteller / which is not in the cashier lobby) This is crazy.

They keep canceling withdrawals. And they don't answer emails. How is it possible to ask for a withdrawal to a method that does not exist at the cash desk. ?

Hello Gigo1122,

As they are still no responsive towards you, I will forward your case to my colleague Branislav who will be assisting you from now on. Let's hope the casino will respond to him to find a solution for your withdrawal.

Regards,

Nick

Hello, Gigo1122,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Desert Nights Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Desert Nights Casino Team,

Could you please state the reason why the player's withdrawal has not been processed via transfer? Can you please explain the situation? What should a player need to do to successfully withdraw their funds?

Thank you in advance for providing the information.

We would like to ask Desert Nights Casino Team 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 will have a negative impact on the casino's rating.

Hi there.

Unfortunately the payment processor determines which methods are available per country. This can cause some issues where a method is available for deposit but not withdrawal.

To cash out you will need to choose from one of the available cash out methods in the cashier.

At the cashier, the only possible method of withdrawal is a bank transfer! I made a withdrawal request a long time ago , Neteller is not available for withdrawal . As mentioned above. Look please .

Dear Desert Nights Casino Team,

Could you please check the player's withdrawal request and provide us with an update? When can he expect the payment to be processed? Was it approved?

Hi there,

We are still working on this. Once I receive an update from the relevant department I will let respond as quickly as possible.

Thank you for your reply and information.

Please, feel free to let us know in case of any news.

We are looking forward to hearing from you.

A kaleidoscope of complexities. !!! Three times I was refused - they asked me to make a withdrawal on Neteller, which is not at the cash desk. Now they allegedly made a withdrawal to the bank and they say he has returned) It turns out that there are 12 ways to make a deposit and there is no way to withdraw. Not everything is always possible

Make a manual withdrawal please!!! It is not possible to solve problems for so long. You can't make a withdrawal to a European bank? Make a withdrawal on Neteller, what's the problem? Help to solve this issue please. I'm starting to feel like this is a never ending story. Thank you .

Hi there,

After some investigation, the Neteller withdrawal issue stems from customer’s country of registration.

In the meantime, the withdrawal of $1000 was processed via bankwire.

Dear David ,

Thank you for your email.

Note that we did send your withdrawal via bank transfer as requested. The bank returned the transfer stating the information isn't correct. We were not given specific details as to what was off.

Truth ? Neteller right? I can take a screenshot of the Neteller deposit and my bank account. Can I get the details of the translation? Can you make transfers to European banks? I can give you the details of Neteller ( from which the deposit was made ) I can give you a bank account . But it will again take two weeks. And again it will end with an unsolvable problem. Do the removal manually !!!! This goes on forever!!!

The message about the cancellation of the transfer is dated 5.05 on the day it was allegedly made. 6 days have passed. How can I make 5 withdrawals if I don't know the reason for the rejection? Why don't you have the information? Solve the problem please. Thanks

Thank you both for the updates and all information.

Dear Desert Nights Casino,

Could you please provide the player with all details of the unsuccessful payment via bank wire? Or, is there any new payment processed since the mentioned unsuccessful one from May 5th? Should the player await another payment made recently?

Once the player will have these data available, he can contact his bank for an investigation on their side.

In the meantime, Gigo1122, please contact your bank, explain to it the situation, and ask them for exact details that are necessary to use for international transactions via bank wire to be accepted on the bank's side. Then you will be able to compare the details of the unsuccessful withdrawal from the casino with the details provided by your bank.

Once you will have the data from the casino, you can also ask your bank for an investigation of the payment on their side.

Hi there,

I have received information from our Finance department, and the issue is that the account details the customer is providing seem to be a business account.

We don’t do third party transfers, thus we need to send the money to a personal account with the same details as what are registered on the casino account.

Please refer to our Terms and Conditions:

#5 "Deposits are accepted in the members' name only. Using a payment method in a different name other than the name on the account is forbidden."

And

#31 "Payouts will always be sent to the payment method used to deposit, if possible. Desert Nights reserves the right to make the final decision through which method you may receive your withdrawal(s). Payouts are only processed to accounts controlled and owned by you, the account holder."

Dear Gigo1122,

Can you confirm the provided bank account details belongs to a business account?

If yes - are you able to provide the casino with a personal bank account in your name as a private person?

How difficult everything is. 16 deposit methods! Why can't I use Neteller? from which the deposit was made. Why can't I use 10+ more methods you take deposits with?

You have been demanding Neteller for three months as your only withdrawal method.

Am I required to use a personal casino bank account? Did I make deposits from him?

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too.

Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If you have been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. However, it also should meet some criteria.

Is there any problem with providing the casino with your personal bank account details? If yes - I am not sure if we can help you with your issue.

I have verified Neteller . Did you take a deposit from him? Is your payment processor working? What is the problem with withdrawing? Your bank transfer costs 60 (your commission) + bank commission for each 1000 (withdrawal limit) 60 - what is the commission?

Branislav please pay attention to the conditions for withdrawing to a bank account. And to the fact that the casino refused to pay out for three weeks, referring to the fact that it should be on Neteller !!!

Dear David,

Congratulations! We are pleased to inform you that we have processed your recent withdrawal request at Desert Nights, for the total amount of $ 1000.

Details of this payout should not be disclosed to your Bank, i.e. that this transaction relates to winnings from your online account.

Should you withdrawal be processed via Bank Wire Transfer, please send us a confirmation e-mail once the transfer has been received.

PLEASE NOTE for Bank Wire Transfer:

A processing fee of $60 (equivalent in other currencies) will be charged for each withdrawal, and will be deducted from the original amount requested. Additionally, there are some correspondence fees that exist and are beyond our control. These fees are based on your local bank policy and may be reflected in the amount credited to your bank account.

This is fine ?)

when withdrawing 1800 - these are two withdrawals, the commission will be 120+?) + how much more?) Can I make a withdrawal to my bank account without commission 60+? From each withdrawal of 1000 .

#31 "Payouts will always go to the payment method used to make the deposit, if possible. Desert Nights reserves the right to make the final decision on how you can receive a withdrawal. Payouts are only processed to accounts that are controlled and owned by you, the account holder."

Neteller - deposit. Maybe ? You work and take deposits with Neteller (so you have an account) I also have Neteller - so it's possible. You've been saying for three weeks that I have to use Neteller to withdraw . You want to pay much less and delay by two payments (at least two weeks)

Dear Gigo1122,

I found this information on the casino's website - Banking section (available HERE):

"REQUESTING A PAYOUT:

Simply go to Desert Nights Casino and visit the 'Cashier' and select 'Withdraw', here you will find your available withdrawal method along with further instructions."

And this is the rule stated in its General Terms and Conditions that you accepted upon registration (possible to find HERE):

"Payouts will always be sent to the payment method used to deposit, if possible. Desert Night reserves the right to make the final decision through which method you may receive your withdrawal(s). Payouts are only processed to accounts controlled and owned by you, the account holder."

The above information is publicly and freely available and it was necessary to check it before depositing to the casino. The situation was already explained in my previous post. Although the casino offers limited payment methods options, it is willing to pay you the funds out and tries to find an alternative option. The information about possible withdrawal methods is clearly explained on the casino's official website and available at the cashier. If anything is not clear, a player can also ask the casino's Customer Support. Regarding the payment methods conditions, in the meantime, something was obviously changed.

I have to repeat a part of my previous post.

"If you have been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. However, it also should meet some criteria.

Is there any problem with providing the casino with your personal bank account details?"

So, are you please able to provide the casino with the required data and willing to further cooperate in resolving your issue?

Your cooperation is required, and as it was stated - otherwise, I am afraid there is nothing more to be resolved on our side.

Dear Branislav , I will make a withdrawal by bank transfer. But the priority is based on the rules of Neteller (there was a deposit from it) / so it turns out. In some casinos, withdrawal methods appear as you make a deposit in this way. The casino required a withdrawal through Neteller for three weeks) I can provide screenshots of the refusal of payments. And a question about the commission, can I find out for what I, as a player, have to pay 120+? The casino without alternative offers one withdrawal option and withholds 120 + bank commissions (what is it?) 120-what is it ???? And if the withdrawal of 100)? how much will the player get?

The explanation was already stated in my previous posts. If there is (currently) no option how to withdraw the funds via Neteller, we cannot do anything with it. In such a case there are only 2 possible options:

• Trying to withdraw the funds via Neteller - it is not possible to guarantee when and whether it will ever be available in the future, so the funds will stay in the casino account for an undefined period
• Withdrawing the funds with the available payment method despite including fees

Casinos usually do not process the withdrawals on their own, they have payment providers to process them, and this service is not for free at all. In addition, there is probably a minimum withdrawal amount set by the casino or its payment provider that is acceptable to be processed.

However, if I am wrong, I will be glad the casino may correct me.

In this situation, we can try to help you only with a fee exemption. But please bear in mind the fact that the casino is not obliged to exempt your withdrawals from fees.

Dear Desert Nights Casino Team,

As the casino is limited in payment methods available for withdrawals, previously offering Neteller as a withdrawal payment method, is the casino able to process the player's withdrawals without additional fees, please?

The casino, as always, is in no hurry to answer. Letters suffer. There is no explanation for the $120 deduction. This continues for several months. Do they have a regulator? I just want to make a withdrawal without tricky commissions and in the way that I made a deposit. I have never used my bank account for deposits. Never ! Why did this method become the only one for removing . ? Who gave you the license? can i write to them?

Tricky rules, endless withdrawals. Mad commission. The interests of the players are simply ignored. 3 months the casino changes its withdrawal requirements. Why such a high score?

The casino is licensed by Curacao. However, there are more gaming authorities residing in Curacao, so if you wanted to consult your issue with the regulator, you should ask the casino's Customer Support to provide you with the details of the license.

As for your problem - the situation was already explained in this thread several times. The casino is willing to pay you your funds, it would significantly move the process forward if you cooperate.

I have to repeat my question again.

"So, are you please able to provide the casino with the required data and willing to further cooperate in resolving your issue?"

In case you will not cooperate in resolving the issue, I am afraid we will be forced to reject this complaint.

How to cooperate? Do you think casino behavior is normal? What are these commissions? What is 120? Why did they ask me to make a withdrawal on Neteller three times? And now this is a problem. What should I do as a player? Please explain how much money can I get from 1800? Using a bank account. Do you, as a third-party resource, consider this fair?

I will provide the data , what is the withdrawal amount in question ? The representative didn't explain why I can use Neteller to deposit and have to pay and use a paid withdrawal method. Where does 120 dollars come from? + bank commission?

Currently, we are waiting for the casino to respond. Unless you do not want to answer my question directed to you, I would like to wait for the casino's response.

Thank you for your understanding.

Dear Desert Nights Casino,

Could you please read my post from May 17th and answer my question?

Funds received! Thanks !! The complaint can be closed.

Thank you, Gigo1122, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Desert Nights Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru