The player from Germany was experiencing difficulties withdrawing her winnings due to an ongoing verification. We ended up rejecting the complaint because the casino provided evidence suggesting that the player opened multiple accounts.
Tangiers Casino - Player’s struggling to complete the account verification.
Amount: €99
Tangiers Casino
Safety Index:Below averageSafety Index
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5.3
Tangiers Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
hello dear casino guru team,
I thank you in advance for your support!
Well, I've never experienced anything so crazy with a casino!
I had won almost 100 euros with a free bonus (free spins).
The casino sets the condition that you must first make a deposit before you can cash out: That in itself is nothing unusual - but it really seems to me that they do everything, no matter how strange, not to cash out have to, because they have consistently refused to pay me since AUGUST!
So I chose my credit card as a deposit method, but the payment was simply refused and I was told to contact support. So I did and was told I had to get my credit card verified first. To DEPOSIT!??? I've really never experienced anything like this. But I did. And I got several written confirmations from them saying "Your account is now fully verified!" And - please see attachment! - it is also directly in my customer account as verified!!
But they don't care at all! So I went into the chat for the umpteenth time and protested that my credit card was "VERIFIED! FOR MONTHS!" - But it always came back as a stereotypical text module: "Please verify your credit card!".
(Note: I was talking/writing to a real human though, not a "bot", mentioning this just to avoid confusion. - It was acting like a bot though and completely ignoring me (his name is Aaron )).
I then started to lose heart and stubbornly repeated my reply until:
another "text module" from him - again and again until I gave up - came:
"The credit card you just tried to deposit with is not the same one you verified!"
I have to say I'm really stunned! This is a credit card that was automatically sent to me by my bank when I opened the account there. And I had never requested one before or after! Want to say: there IS only this ONE and always WAS only the ONE. This is complete nonsense!
Can you please help me? I bounce off a concrete wall!
They obviously don't want to pay out at all and do everything so that I can't deposit. I'll add: Of course, they also offer other payment methods: but these are only cryptocurrencies (which you can only use to pay out, by the way, you can't use a credit card, you can only make deposits with it: another kind of "barbed wire"). But I only have one "crypto account": and I first have to top up my balance with bitcoins, which is very laborious, and with a considerable minimum deposit amount. -Therefore I wanted to deposit via credit card. And I think to myself, even if I could somehow manage that with bitcoins: there would probably be a high probability that my deposit would ALSO be refused HERE.
Attached is a screenshot of my account balance there and the verification of my credit card (possibly enlarge it with a magnifying glass, it is at the bottom at the last place!).
Many thanks in advance and have a good week, greetings, Fabienne
Automatic translation:
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2 years ago
Dear sundance65,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello dear Petronela,
thank you very much for the super quick reply.
Yes, of course: I agree with you. I realize that - due to the law - the KYC process is taken very seriously by many casinos, but here it is:
- they require verification before DEPOSIT (a casino has asked me for something like this many times before! so CANNOT be required by law. As I said: for deposit, but:
- I HAD sent my credit card to the KYC department and my account has been fully verified for many weeks, I also sent you the screenshot of my customer account earlier (please see file attachment number 2!): it says very clearly (everything verified !). I also received the confirmation several times via email and yes:
- the deposit is simply blocked, since August! Quote "Deposit failed! Please contact support!" and yes, again, it is
- Everything verified. Since August. I have that in writing. Various times via email AND it is clearly stated in my customer account.
I hope the information helps...
Many greetings, Fabienne
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2 years ago
Thank you very much, sundance65, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hello Fabienne,
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
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
Translation
Hi Peter,
many thanks for the support!
The fact that I - supposedly - had 2 accounts was never mentioned before.
I've been in the chat so many times over 2 months - my account has been checked multiple times by various employees;
there was never anything to complain about!
I opened the account on July 10, 22: just this one!
And it was always just about everything being verified and the deposit still being refused (which is necessary in order to be able to have the first profit paid out, as a kind of further verification).
It was NEVER about allegedly having multiple accounts!
And politely ask the casino for clarification as they suddenly, out of the blue after months of mutual correspondence, realized I had, quote "fraudulent intentions"?
When and under which email address - I've been using the same one to play for over 10 years! - should I have opened another account? - Can the casino show a screenshot of "my second account" as proof?
Thank you in advance, best regards, Fabienne
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2 years ago
HI all,
Thank you for your replies.
Dear Tangiers Casino team,
I would like to ask you to send relevant evidence supporting your claims to my email address (peter.m@casino.guru). All sensitive information can be blurred out.
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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’ which may negatively affect its rating.
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2 years ago
Translation
Hi Peter,
Thank you very much for your commitment!
I just want to let you know that my account has now been deactivated "just like that".
And to reiterate that I do NOT have 2 accounts.
Kind regards, Fabienne
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2 years ago
Hi Fabienne,
I gave the casino a nudge also on Skype. Let's wait one more day and see what happens.
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2 years ago
Hi Fabienne,
The evidence from the casino suggests that you opened two accounts within two days. It also seems that bonuses were activated on both accounts. The only difference was a detail in the email address. If this is the case, I'm afraid I won't be able to help you.
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2 years ago
Since we haven't heard from the player for a week and the evidence supporting the claims of multiple accounts is quite strong, we are rejecting this complaint.
Dear Fabienne,
Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.
Best regards,
Peter
