Tangiers Casino - Player’s struggling to withdraw her winnings.

i was originally declined a payout because i needed to show account ownership for the payout . Which i corrected same day. i proceeded to re do my withdrawal. 5 days later i get denied again and they ask for address evidence, again i send the document and told accounts up to date, a week later i get the ID check, so again send this in.. the next week i get asked for a SELFIE of me holding my ID, again i send it .. now we get to 4 weeks of declines and they are asking for CC voucher ! and a photoi of my ID and CC again i send these in , we are now into 6 weeks and they are still asking for MORE documenst ! this time its proof of income ! they have NOT emailed me back. i have been dealing with this same withdrawal now for 9 weeks ! i have sent in account statements!, ID and CC , selfies of me hoilding my cards as requested ! i have send oproof of ownership on account i have sent income statements and CC vouchers ! i sent 3 current bills with my address on it and im STILL waiting for the payout ! they didnt ask for these documents in 1 email it has been prolonged over weeks ! every week something new pops up ands i get declined a payout and asked for more documentation, attached are a few examples ! some of the emails have auto deleted but im sure u can get a full transcript of our emails since OCTOBER i did get very frustrated , live chat are NO help! they literally say " please contact security and update what ever document they ask for. again these have all been requested on seperate occassions and everytime its updated they request something new !

Dear shamdore,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand this must be very frustrating for you.

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 and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the last of the documents the casino requested? Have you provided all the required documents as soon as possible and in the correct format? Did you accumulate your winnings using bonuses or real money? Is this your first withdrawal from the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I GOT DECLINED AGAIN ! and again they ask for the same document they requested a week ago ! i emailed my income statement on the 6th dec.. they declined me today and asked for the document again! they are claiming i havent sent anything even tho i emailed they direct reply as told to. 10 weeks now they ahve no intentions on paying just stealing ppls money

26th of october was the first request and its been every week since ! i ahve 90% of the emails .. theres alot from ME going to them but never any confirmations , i have alwasy emailed a few days after and asked for confirmation of receipts i never get any ! and live help dont care ! they just send u to security and they dont respond either ! im so mad right now ! 10 weeks and declined because the email i replied to on the 6th dec was not even looked at .. they just simply hit decline and requested the SAME document again

my declined dates with NEW documents request were

26th October bank account verification

8th novemeber Please note that your payout request has been declined due to the fact that we are missing your handheld picture ID this had to be sent with a photo of my ID and a SELFIE of me holding it.

15th nov declined due to the fact that we do not have on file the proof of ownership of your selected payment method

22nd nov completed the required paperwork for all the Debit or Credit Cards successfully used on your account over the last six months. i had to send ID and Credit Card Photos for this one

28 nov i received this. Firstly, we would like to apologize for any inconvenience you may have encountered. We will close your account, should you choose to do so at the end of our correspondence, but we would like to extend a reconciliatory hand, perhaps we can reach a satisfactory resolution for all parties involved

6th dec Please be advised your payout request has been declined due to: Source of Funds verification. ( i emailed them back directly to every request made !)

14th dec Please be advised your payout request has been declined due to: Source of Funds verification. i have sent the document again! ALL of these documents have been sent multiple times to all 3 emails , accounts , accounting and security.

Thank you very much, shamdore, for providing the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear shamdore,

I’m sorry to hear about your negative experience with Tangiers Casino. I’ll contact the casino team and try my best to resolve the issue as soon as possible.

I would like to invite the representatives of Tangiers Casino to join this thread and participate in the resolution of shamdore’s complaint.

Dear casino team,

We’d like to kindly ask you to state the reason why shamdore’s identity verification process hasn’t been concluded yet and if anything is missing, specify what information needs to be provided to proceed with this case.

i received an email this evening stating very clearly documents have been received and updated and approved! waiting to see if the withdrawal is approved this time

Hello,

Thank you for contacting us.

Please note that all documents received have been approved and added to your account records.

Regards, Eddie

Wed, 12/14/22 8:11 pm

Thank you, shamdore, for the update. I’m glad there’s been progress.

We’ll wait for the casino team to reply to this thread. In the meantime, please keep us posted on any updates regarding the matter.

I hope to see your complaint resolved in the near future.

Have We Heard Anything Back, its been 3 days ive had no correspondence and my payout hasn't occurred yet

I GOT DECLINED AGAIN ! APARENTLY IVE BEEN SELECTED AGAIN FOR ACCOUNT VERIFICATION

I QUOTE

Hello TRACY,We Have News! Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process.This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions. This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.Regards,

TangiersCasino Support Team

I HAVE BEEN DOING NOTHING BUT VERIFYING EVERYTHING ABOUT THIS ACCOUNT FOR 2 MONTHS !

IM SO MAD ! DONT TELL ME THIS IS A LEGITEMATE COMPANY !

Dear shamdore,

Thank you for the updates. I completely understand your frustration. Unfortunately, we still haven’t received any response from the casino team, but regardless of the circumstances, I strongly recommend following the given instructions.

Could you please advise if you’ve been asked to provide any specific documents?

no, no request for more documents yet just told to re do my withdrawal and they will process it after they do there verifications with un disclosed amount of time , it could be weeks before they even look at my account and verify every document i have sent in the last 6 months.

i do not understand how their accounting employees can do this ? they can clearly see all the communications and document requests on my account over the last 2 months because they are the ones requesting them!, yet feel the need to start the process again.

QUOTED TEXT

Charles W***, 12/21/22 3:12 am  Hello there,

Thank you for contacting us.

We have double checked your account and withdrawal request and we would like to inform you that it is currently pending in review for the verification process.

Security and Management reserve the right to choose Accounts with pending payouts randomly for an additional 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. This procedure can be performed up to twice per year and depends significantly on the security level set by our Risk and Security Department.

We appreciate your patience.

Have a great day!

Best Regards,

Support Team

Thank you, shamdore, for the updates. Unfortunately, there’s no news from our side as yet.

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, we will close this complaint as ‘Unresolved’.

Dear shamdore,

Unfortunately, we have not received any response from the casino team. Could you please let us know if there have been any new developments in the meantime?

yeah i CLOSSED my account ! im done .. still waiting for any type of communications ! i cancelled the withdrawal and asked for account ! i will never do business there again! and i wont be recommending them

thanks for the help.. now i gotta find something else to play that are decent

Thank you, shamdore, for the update. I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘Unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.