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

I managed after a number of deposits to win $2200. I had verified my account the week earlier, so I made a withdrawl request. This is the first withdrawl I have made at this casino after playing there for years. A week passed, and the money was returned to my account. I asked chat why, and they said they needed a selfie of me holding my ID. I took one and sent it, and made sure that it was approved and added to my account, and made the withdrawl request again. Over a week passed, and my withdrawl was still not processed (their terms are max 5 business days) So I asked about it, and was told I needed to send a selfie with my ID, I pointed out that this was done over a week ago, and I had confirmation it was received and approved. The chat agent then said he would send a message to accounts. When I went to log in today, my account was disabled. I've checked all of my email folders, and this was done without a word. It would seem that this casino does not like players who actually manage to withdraw. All deposits were made with bitcoin, so there is no CC verification required.

Dear scottM,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes my account was fully verified, now they have blocked my account with no correspondance, and 2200 withdrawl in process.

Could you please advise how long ago you registered your account? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

I've had an account there for years, first time I've had a cash out tho. I deposited three times with a bonus, for slots, didn't do any good. Then with the weekly cashback (given as cash, no wagering or other restrictions (about 200 dollars) so there was no active bonus, and I won it playing black jack in the live casino. It's basically just the money I deposited that weekend back. Yet they decided to string me along with bs to try and get me to deposit again while I still had a pending withdrawl. Since I had not yet made a withdrawl from this casino in years of playing I decided I would not deposit until I had been paid out. They then disabled my account with no notification or communication, and their support has not answered my email query regarding being locked out of my account. I'll forward you what comunications I have.

Thank you very much, scottM, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello scottM

I'm Michal and I have taken over your complaint. I have reviewed your case and it looks like you have the same issue as in Rich Casino right?

I will contact the casino to shed more light on this.

We would like to invite Tangiers Casino to join the conversation.

Dear Tangiers Casino,

Can you please provide some information on why the player's account has been blocked? Are there any verification issues? What other, if any documents are needed to successfully finish the verification process and proceed with the withdrawal?

Yes, Rich have not blocked my account however, I can still login there. At Tangiers, my account is disabled.

OK scottM

We will try our best to help you.

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.

Kind regards,

Tangiers Casino

I've always used the same account email scott@on***** I checked my emails and everything from tangiers goes to that email address. I'm really not sure what they are talking about.

Thank you Tangiers Casino team for your reply. Could you please send any evidence supporting your claims to my email address (michal.k@casino.guru)?

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 scottM

Has Tangiers Casino team come back to you with any updates?

No, I can't log into my account, and they have not responded to my email.

Dear ScottM

I have asked again the casino representative to provide further information or evidence regarding the claimed potential "multi-accounting". I will extend the timer for another 7 days to help resolve this case.

Dear ScottM

I have tried to contact the casino repeatedly to provide any supporting evidence regarding their claim of "multi-accounting" but had no success. Previously we had good communication with the casino and we were able to sort out most, if not all complaints, but this has recently changed. In fact, I didn't receive any response from them at all and they ignored all my messages. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal