Tangiers Casino - Player’s account has been blocked and audited.

Hello,

I've been playing at this casino for a while now with multiple pay outs.

I know their rules and regulations well. I've also had this experience before where they've stalled payments for multiple reasons due to the verification process.

I've been waiting since September !!

Every week seems to be a new excuse now.

I have all my documents in order. Id verification. Address verification. Credit card vouchers. Crypto currency proof of account. Proof of income. They've done their so called account check which they can conduct twice a year which is 10 days again. And now they've not paid out again because they want a selfie with my id. I just sent it in because I follow all procedures but I have had enough of the delays and just want to be paid out. I've resubmitted the full amount again even though I know they only pay 4000 a week which is fine.

I have spent more than thousands here. There is no more reason to delay payment.

I have a total of almost 44000 AUD in cash waiting to be paid out.

Completely wagered. One amount is 313 from a bonus and the rest is seperate and fully wagered money.

Kindly assist me. What do I do to assure they don't delay it again ?

I know why they do it cause I've had to wait in the past before and then played away my winnings. They know that very well.

Please assist.

Thank you

Kind regards Lis

Dear Lisettw,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit? Have you been informed what specifically seems to be a problem in verifying your account this time?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thank you so kindly to look into this with me.

Just to verify - my account has not been blocked - it's only the extremely stretched out verification process that has been troubling me. I can still access my account and am able to play if I would like to.

My last payout was in September 2022. The next payout submitted has been delayed ever since.

Here is a timeline of their requests which I fulfilled

First to update a bill with proof of address

- then to update my ID which was expired on file (not the actual ID expiration date but according to how long they keep it on file)

- then they wanted proof of me being the rightful owner of my own crypto account

- after that they wanted me to send a proof of my income.

-Then they did the "account verification check" that can take up to 10 business days which they can conduct twice a year according to their terms and conditions.

Every time I after submitting a document they requested I assured with them nothing else was needed. I was then reassured but when the payout day was there they would place my winnings back again on my account rather than paying me out. I had to then find out for myself by emailing and chatting what was "missing" now from my account

Every single document request is 5 more business days. So we are now already talking OVER 30 business days of stalling.

I have supplied every single document, and always communicated openly with them. Mind you, I am a titanium VIP. This does mean nothing to them though apparently.

Any deposit bonus has been fully wagered according to their terms conditions and playing rules.

There is simply no reason for them to hold my winnings any longer, except for trying to stall in the hope I would play it away again.

I have received payouts from this casino before but it never has been a smooth process - always excuses and delays. I have been nothing but compliant.

Kindly assist - I am starting to get very concerned and worried.

I appreciate your help.

Kind regards

Lis

Thank you very much, Lisettw, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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 Lis!

I will be taking care of your complaint from now on. In order to proceed I'd like to invite Tangiers Casino into the complaint's thread to provide us with more information on why the whole process is taking so long and to help us with the resolution of the issue.

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.

Yet again they stalled their withdrawl.

They now say I have to supply a credit card voucher for a card they have all the information for.

Withdrawal canceled. Set back for another 5 business days.

How do they get away with this ? I'm sending all this info in again but I do not understand why they do not just put what they owe me.

Kind regards

Lis

Hello,

We hope this message finds you well!

Kindly note that as per our Banking page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;

You can find the voucher on the Banking page, as soon as the voucher is received and approved, your withdrawal request will be entered in the regular verification flow.

Kind regards,

Tangiers Casino

Everything has been sent in which you're aware off @tangiers

Kind regards

Lis

Dear Tangiers Casino,

I'd like to ask you to provide us information, whether you've received all the necessary information from the player or is there anything else you'd need to be provided with to complete the KYC process?

If there is no more documents needed, we'd appreciate if you'd share any progress of the player's verification.

Hi Martin

Twice a year they can conduct a random verification process.

Guess what. Cause they done it 3/4 weeks ago - and we're at the end of the year they still had time to put one in according to their terms and conditions. My withdrawal has been put back again and they're now conducting their so called account verification again.

I have had confirmed though that all my paperwork on file is approved and in order. They can just do this twice a year so they will.

Im frustrated and very upset but I can't do a thing and wait. There is not a single bit of paperwork I can provide them anymore since they have everything times 10.

I don't see how they have earned such a good reputation on your website.

Kind regards

L

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.

Hi Martin

Still waiting for them to put the money back in my account so I can request withdrawal again.

They are communicating but very useless.

I would certainly never recommend this place to anyone. Yes you might win but when are you going to see your money ?

Very upsetting

Kind regards

L

Hello,

We hope this message finds you well!

Kindly note that during the review of your most recent payout request, your account has been entered into the Verification Process. The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions.

Once the Verification Process is completed, your withdrawal request will enter the regular review flow.

Kind regards,

Tangiers Casino

Dear Tangiers Casino,

Thank you for your explanation. I'd like to bring your attention to the fact, that this process already takes unusually longer time to be completed, please let us know once the verification is completed and the player will be able to withdraw their balance.

Hello

The total amount to be paid out is almost $40000.

The process has taken over 10 weeks already - unnecessarily. With all correct updated documents on file - cc vouchers - identification - proof of address - proof of ownership of both bank and crypto accounts - selfies with my id - requested screenshots of my bank account etc. And more documents requested than their terms and conditions even state.

Every single week another excuse to put my money back NOT in my bank account but in my casino account in the hope I would play it away. Then telling me it taken them another 7 days or 5 business days to look at the payment. Which shows me your team in completely incompetent and you might need to look at hiring accounting staff that know what they're doing.

According to the casinos terms and conditions the payout is $4000 a week. Since it has been more than 10 weeks,

I'm expecting to be able to withdraw the full amount once this ridiculous "process" is done. The casino extended their own terms and conditions for no reason at all. There is no risk on my account and everything is perfectly in order. They have more private details of me than would ever be required anywhere else.

Yours sincerely.

Lis

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.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal request was approved on the 9th of December.

Kind regards,

Tangiers Casino

Hello

I have indeed received 4k after 11 weeks of issues.

There is still 35k to be paid out. I have requested a pay out straight away and am expecting the next pay out on coming Friday or Monday.

According to the casinos terms and conditions payout is 4k a week so there should be no issues here. I am hesitant though to have faith after all the problems that occured in the last 11 weeks with this casino. I will confirm receipt of the next payment here.

Kind regards

Lis

Hello Lis!

Thank you for confirming that you have received your withdrawal. I am really glad to see that the situation is moving in a positive direction. It seems unlikely that we'd need to have this complaint opened for the whole duration of your withdrawal process, when we take the time frame you have already mentioned in your reply into consideration.

I would like to set the timer for 30 days, during which we'd really appreciate if you'd keep us up to date with the situation. Unless there will be any further issues, we will close the complaint as resolved.

Thank you so much Martin. I do appreciate that. I did lose a lot of trust in this casino in the last months.

I hope they follow their own terms and conditions and will continue pay outs accordingly.

I will keep the process updated here.

Kind regards

Lis

Dear Lis,

Thank you for your cooperation, I will now set the timer for the aforementioned 30 days. I sincerely hope and wish you there would not be any further complications. Each time your withdrawal would be processed and received, please let us know.

Just an FYI

Payment was due yesterday. Nothing received and when following up there is no explanation for not following their own terms and conditions.

I'm unsure what the hold up is now.

Very unreliable. I'm getting worried again.

They have placed my withdrawal back in my account again - in the hope I play with it. They are requesting a screen shot of my bitcoin wallet again. Even though the documents are valid for 6 months. They are breeching their own terms and conditions. I am beyond angry

Latest update. Withdrawal will now be reviewed again in 5 days. Mind you weve been going through this since September.

I've sent in my bitcoin wallet details again and no reply yet. Two days ago. And today. They say they usually reply within 24 hours but as you can see in the screenshot (emailed to security accounting and customer service).

They refer to their terms and conditions but do not abide by them themselves

I hope they will proof their good reputation by just paying out what they need to and move on.

As we're almost at the end of the year, of course we can expect another "account verification check" that will take 10 business days. Times two. So another 20 business days delay. Cause they can do that twice a year.

Fingers crossed they will step up and be a decent honest casino. I don't have my hopes up though after this whole circus.

Hello Lis!

I am sorry to see that the process of your withdrawal is delayed again. I will now notify the casino one more time in order to help us with making the withdrawal completed as soon as possible.

Hi Martin

Just as an update.

Yet again they've dumped the money in my casino account rather than paying me out.

It's frustrating.

I have emailed them all details they needed. Even though these details weren't needed cause they were supplied less than 12 weeks ago and are valid for 6 months according to their t&c's. But I think we learned a little bit more about how this place operates now.

Kind regards

Lis

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.

Hello Lis!

Unfortunately, even after our numerous repeated efforts, the casino does not respond to the complaint. In this case, I regret to inform you that we will be closing this complaint as 'unresolved' as it is not possible to proceed with the resolution of the issue, when the casino is not cooperating.

Closing the complaint as unresolved will have a negative impact on the rating of the casino on our website.

Given the fact, that the casino is not operating with any license, sadly we are not able to recommend any further steps for you to take in order to try resolving the issue in any higher place.

In case the casino would like to participate on resolving this case in the future, they are welcome to submit a request to reopen this complaint by providing us with a relevant information about any positive movement towards resolving the issue.