The player from Austria was accused of opening multiple accounts. We ended up rejecting the complaint since the casino eventually provided evidence suggesting that two accounts were opened and that there were other inconsistencies in the player's account.
Tangiers Casino - Player's account was blocked.
Amount: €62
Tangiers Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Tangiers Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I made a profit of around €65o -700 from the 25 free spins at Tangier Casino. This was reduced to approx. 28.00 as an amount to be paid out.
I wanted a little more and played it up to around €120 and then didn't gamble away half of it again. My last balance was about 63€. The next day when I wanted to make a deposit of €10 to claim my winnings, I couldn't log in, nor was the live chat available. The following message appears when you register:
"Tangiers Casino is currently undergoing maintenance. We are constantly working to improve our services for you. Please be patient, it will be back online shortly."
To my astonishment not only with Tangier, but also with Winnerama and Lucky Draw (I know that the 3 belong together). I also opened an account there.
I can access the casinos, but when I try to login my account (with username and password) the maintenance text comes up. That means: I CANNOT DEPOSIT ANYTHING and therefore CANNOT request a PAYOUT and this at all 3 casinos.
I then wrote an email to Tangier as follows:
HI, I would like to know how long the maintenance will last.
Access has been blocked for the entire morning, isn't it funny???
SINCE APPROX. 07:00 AM.
Tangiers Casino is currently undergoing maintenance.
We are constantly working to improve our services for you.
Please be patient, it will be activated again shortly.
I'm curious about her explanation.
Best regards
b. S***
No Answer!!
next mail:
what about the account???
No Answer!!
next mail:
Hello, I have just one question:
Why have I not been able to log into my account for over a week?
The same applies to WINNERAMA and LUCKY DRAW:
Welcome back.
Tangiers Casino is currently undergoing maintenance. We are constantly working to improve our services for you. Please be patient, it will be activated again shortly.
I have not received a reply to a message from me.
Maybe it works now.
Warm greetings
No Answer!!
Hello,
I wrote to them the day before yesterday and haven't heard from them.
Why is my account still blocked?
How about feedback?
Kind regards
B.S***
finally ANSWER!!
Hello there,
Thank you for contacting us,
We have double checked on your account and we can see that it is indeed currently disabled, please contact security@tangierscasino.com to check on the status of your account and get further assistance with your inquiry.
kind regards,
support team
Mail from me to security@tangierscasino.com
Hello,
I should contact her.
I would like to know why my account access is blocked, not only at TANGIER CASINO but also at LUCKY DRAW and WINNERAMA.
Why is she writing "maintenance" and not her account has been banned for that reason, how ridiculous!!!
They only annoy potential customers and are not worthy of such a large provider.
What's next?
Kind regards
Barbara S***
By the way, this is what I got as an answer:
TNG Feedback!!!
Hello,
Thank you for contacting us.
We have reviewed your account and would like to inform you that it has been closed due to several inconsistencies found in it. Please note that this decision is irrevocable.
We wish you the best of luck for the future.
I wrote another email about the bonus.
Hello,
thanks for the fast reply.
What a ridiculous justification.
What happens to the bonus I've earned?
Request for feedback.
Kind regards
B.S***
as usual, no ANSWER!!
I don't really care about the money, I think it's incredibly unfair to treat potential customers like that.
As a player, there are a lot of rules to follow, it can't be; that the casino closes the account at will without any explanation and does not even let you know. I'm curious what you can achieve.
Kind regards
Barbara S*** (Feelgood)
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Feelgoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have successfully passed the KYC verification before the casino blocked you? Would you be so kind as to clarify which bonus you activated? If possible, post here a link to the offer you redeemed.
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
I don't know if I successfully passed the KYC verification and I can't check because I don't have access to the account.
I activated the bonus via Casino Guru. I think it was 25 or 35 free spins no deposit.
I hope this helps.
Kind regards
feel good
Automatic translation:
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2 years ago
Thank you for your reply, Feelgoo. Do I understand correctly that the casino has not explained what inconsistencies have been found in your account?
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2 years ago
Translation
Hello Kristina,
I received this as an answer:
TNG Feedback!!!
Hello,
Thank you for contacting us.
We have reviewed your account and would like to inform you that it has been closed due to several inconsistencies found in it. Please note that this decision is irrevocable.
We wish you the best of luck for the future.
I already reported this in my complaint a week ago.
Kindness suggestion: I want TANGIER CASINO to transfer me the amount won and I will delete YOU from my computer. I don't want to invest any € with such business practices anyway.
Kind regards
feel good
Automatic translation:
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2 years ago
Thank you very much Feelgoo for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Feelgoo,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Tangiers Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hello Peter, do it, good luck.
Kind regards
feel good
Automatic translation:
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2 years ago
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’.
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2 years ago
Hello,
We hope this message finds you well!
Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Tangiers Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Tangiers Casino may block regular or tournament play and/or prize distribution.
Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.
Kind regards,
Tangiers Casino
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2 years ago
Dear Tangiers Casino team,
Could you please send the relevant evidence supporting this claim to my email address (peter.m@casino.guru)?
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2 years ago
We would like to ask Tangiers 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
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’.
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2 years ago
Translation
Hello Peter, I've had enough.
Why do you want to give the casino 7 more days?
If they don't feel it's important enough to respond, then it should be reflected in their rating for that casino.
But it won't be so easy to prove where there's no violation of the rules,
or is it not allowed to play at other online casino providers?
I only converted free spins that were offered to me into cash and didn't even deposit a penny.
The representative (not even one named) of the Tangier Casino should perhaps read the "Terms and Conditions" himself and quote the right point to accuse me of fraudulent intent ......an absolute CHEEK and also extremely ridiculous.
Kind regards
FEELGOOD
Automatic translation:
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2 years ago
Hi Feelgoo,
Sorry, the timer was extended due to a technical issue. Unfortunately, it seems that the casino won't be responding. The problem is that the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.
Best regards,
Peter
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2 years ago
We reopened the complaint as per the casino's request.
Hi Feelgoo,
The casino provided evidence regarding your case and now I know what the "inconsistencies" might be. The evidence suggests that two accounts were indeed registered and the accounts were registered with the wrong data unless you have a twin and you are both 122 years old. I'm afraid your complaint will be rejected. I can only recommend you oly register one account per casino in the future and always use the correct information in the registration form. I wish I could be of more help.
Best regards,
Peter
