HomeComplaintsTahiti Casino - Player's account has been closed during withdrawal process.

Tahiti Casino - Player's account has been closed during withdrawal process.

Amount: €3,100

Tahiti Casino
Safety Index:Fresh casino
Submitted: 30 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

2d 1h 1m 46s

Case summary

5 days ago

The player from Germany requests assistance after her account at Tahiti Casino is disabled following a withdrawal request of 3,100 euros. He completed all verification steps and has not submitted any self-exclusion notices, yet his account was locked without a clear explanation.

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Sensitive attachment
5 days ago
Translation

Dear Casino Guru Team,


On Sunday, October 27, 2024, I deposited a total of 820 euros at Tahiti Casino and won 3,100 euros playing "Galaxy Guardian." I then requested a withdrawal of this amount.


I successfully uploaded all the required verification documents on the casino's website, and my account verification was completed. According to the casino’s terms and conditions, the withdrawal process should take about two business days.


Since there was no progress with my withdrawal by October 29, 2024, I contacted the live chat. The employee informed me that my request had been forwarded to the relevant department. On the third business day, October 30, 2024, I received an email around 5 PM from the KYC team, requesting colored copies of both sides of my credit card used for the deposit. I immediately complied with this request.


A few hours later, when I tried to log into my account again to check the status of my withdrawal, I found that my account was disabled. The message stated: "User is disabled because of a gambling addiction." I want to stress that I have neither submitted a self-exclusion request nor any other notification related to gambling addiction.


It seems my account was suspended without my intervention and without a clear reason. While the casino accepted my deposit and allowed my gameplay, my account was blocked precisely at the moment I requested a withdrawal.


I have met all the requirements, successfully completed my account verification, and reported my issue through customer service, yet my account was locked without a transparent explanation. I have attached screenshots documenting the deposit of 820 euros, the successful verification, and my requested withdrawal of 3,100 euros.




Therefore, I kindly ask for your assistance in finding a fair resolution and enabling the withdrawal of my winnings.


Thank you for your help.

Automatic translation:
Public
Public
5 days ago

Dear benzj044,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tahiti Casino.

Please note the casino operates under the Kahnawake license. If you previously self-excluded in a Kahnawake-licensed casino in the past the casino cannot pay you winnings and will return your deposit as they should prevent you from gambling. Paying you the winnings might cause them to lose their license.

Please let me know if there are any circumstances I might not have considered otherwise your complaint will be closed.

Kindly explain whether your deposits were already returned to you.

Thank you very much in advance for your reply.

Best regards,

Tomas

Edited by a Casino Guru admin
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Waiting for approval
5 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
5 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
4 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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