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

Hi I have been playing for a long time and was lucky to win a substantial amount. I have 160 000 aud in my account waiting to be withdrawn they offer 4000 per week but my last withdrawal was 5 jan. since then I have been emailing and live chat but I can’t get anyone to help me or even return my emails it is a lot of money I am afraid that I have been scammed can you please help me

Dear Mustang1959,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Foremost, I’d like to congratulate you on your great win.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Was the entire amount of A$160,000 approved by the casino and subsequently split into several installments?

If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

Meanwhile, I have checked the terms and conditions, and this is what I found (here):

"2.4. Withdrawal Requests

...

2.4.2.3 Players with the total winnings amount higher than their total deposits at Tangiers Casino , will only be able to withdraw their winnings at a sum of maximum $4000 per week. Due to various business considerations, Tangiers Casino may at its sole discretion increase or decrease the weekly payout limit for such cases."

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,

Petronela

Hi thanks for trying to help me. I won the money without a bonus and it was approved and in my account I withdrew it into 4000 increments as per their rules. I asked if I could withdraw a larger sum but they said I could only have 4000 per week. They have been paying me 4000 a week, the last payment was 5 jan. Since then I haven’t received any withdrawals or emails and now they won’t reply to my emails. I am happy to get 4000 a week even though it is going to take a long time to get my money.

Hi just wanted to update you. My emails seem to be blocked. I have emailed support, accounts, vip and security and the emails are returned as undeliverable with the message that the destination computer was not reachable,most likely there is a network problem that prevented delivery, but it is possible that the computer is turned off, or does not have a mail system running right now. I think they have blocked my email address as I have been emailing them and live chatting everyday. Today I tried to login and I wasn’t. able to the message says the casino is down for maintenance. I assume I have been completely blocked from the casino. I can’t believe I have been scammed. I am not a rich person, I played out of grief as my husband died and I hoped I would win my money back one day. Now I have and the won’t pay me my money. I really need this money, it is money I have lost thanks

Thank you very much, Mustang1959, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Thankyou just letting you know that I still cannot access my account and all of the emails I have sent have been returning to me

Hello, Mustang1959!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good luck with that. I tried to resolve it. I chatted everyday and sent all the emails to vip manager, security, support to try and resolve the problem. Now I am fully blocked from contacting them and I can’t even login to my account. When I try to login I get a message saying the casino is down for maintenance.

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 when I try to login I get a message stating that they are no longer accepting Australian players.so basically they have closed the casino and taken my money with them is there anything else that I can do to get my money back

Hello, Mustang1959,

as it seems casino is really being closed.

Casino representative suggested that you should write to the support. I suggest the same thing. Please, as soon as you will have any response, write here or to my e-mail: pavel.k@casino.guru

Hi okay I will try support again but I have emailed them at least 10 times and my emails return as undeliverable. I thought I might be blocked as this all happened after I won the money.

Hi I have emailed you the latest emails with Tangiers support. I would like your advice.

thanks

luisa

Hello, Luisa!

I have received your e-mail and currently we will be investigating.

After an investigation it was found out that the player had in fact breached the maximum be restriction. Therefore, casino has offered to player a withdrawal of 4,000 AUD through crypto, voiding other winnings.

Luisa, please, let us know how about the process of the withdrawal as soon as you will get any updates.

Hi I need help to open the crypto account what website do I use.

I have sent you an e-mail about it.

Let me know when you receive it.

After extensive communication with the player and the casino it has been decided to reject this complaint. Casino has provided us with evidence that the player had breached the maximum bet restriction multiple times.

Now I would like to thank both sides for cooperation and adjust disputed amount to A$156,000 (as player has stated, she received one withdrawal of 4,000 at 5.1.2023).