Tangiers Casino - The player's withdrawal is delayed.

I have been trying to withdraw from this casino for over a month since I have deposited. I have completed verification, yet they seem to come up with an excuse every week of me making an withdrawal attempt. The last excuse was that I need to provide my crypto address proof of ownership. I've submitted that last week and accepted it but this week again they cancelled my withdrawal yet again for which ever reason they have yet to email and explain why they cancelled it this time.

The tickets are there below to show how long we have been there back and forth with different excuses they use. Also there is a screenshot showing the amount of times they cancelled the withdrawal. This is so annoying because each time I request withdrawal I have to wait 7 days just to get turned down again.

Hello busit660,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tangiers Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

ok account was fully verified the second week of august. I did not use bonus, this balance is a result of deposit. The last time they replied was 3 days ago and they told me they received my document of crypto wallet ownership and it was accepted. They take forever to reply as well.

can i get a reply from you guys?

Hello busit660,

If it was only 3 days ago they accepted your documents, it still can take up to over a week to receive your payment. We always recommend to wait 14 days for the payout to be processed after your documents gets verified.

Ok when I went withdraw history. It shows that they canceled withdrawal once again and this time they took the funds out of my wallet. I think the casino wrong fully confiscate my funds. Can you please call on them to check what's happening because I am not getting any response from them for like 6 days now

Thank you busit660 for the additional information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok

Hello busit660,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Tangiers Casino to join the conversation and participate in the resolution of this complaint.

Dear Tangiers Casino,

Can you please provide an update on the status of the player's account balance/withdrawal?

Kind regards,

Adam

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account.

Examples of bonus or promotion abuse, but are not limited to:

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

The account in question has claimed 16 free bonuses and has 1 deposit, thus exceeding the ratio and qualifying as a bonus abuser. It is important to mention that we do not proactively add free bonuses to the account, instead the player has to perform an action to claim the bonus (e.g. click on the claim link in the mailer, etc.).

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Tangiers

Ok the 100$ balance wasn't winnings from you guys, it was a deposit. So I should get a refund. Secondly, why did you send me free spins everyday in mail knowing that if I keep claiming them, my account would eventually be voided. I was unaware of this bonus rule.

After I fully verified my account, You guys rejected my withdrawal multiply times, week after week even before I violated your terms. Every week you guys come up with another excuse as to why you rejected my withdrawal until you confiscate it.

It seems to me like this is a intentional tactic to steal your users funds. Like why would you give free spins in email when users could possible violate your terms unknowingly and get the funds confiscated. And why not just put a limit in website algorithm on how much bonuses users can claim in between deposits. This is really some B.S.

Hello all,

Thank you for your responses.

Dear Tangiers Casino,

Can you please advise as to how it was not discovered previously that the ratio had been exceeded? Are there no measures in place to prevent this from happening?

Could I also ask you to please supply supporting evidence of the violation to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

And also Adam, In their terms is this:

2.1.1 Tangiers Casino has the right to demand any further information from the User, as it may deem appropriate, such as proof of identity, ownership of payment methods used, proof of address, or proof of source of funds. If the customer fails to comply, or if any irregularities are found upon review, Tangiers Casino will immediately report the matter to the Competent Authorities and may suspend the User Account and any: wagering, betting and payout requests alongside retracting any bonuses and winnings attributed to the User’s Account and/or unilaterally terminating the account by refunding the deposited amounts to the User, after deduction of costs incurred by Tangiers Casino due to the User’s activity.

Here is a similar case as this from a sister casino to this one that just got resolved.

https://casino.guru/winnerama-casino-the-player-s-withdrawal-is-delayed

Hello busit660,

Thank you for your responses. I am yet to receive anything further from the casino, but we have discussed this case internally and feel that the casino should reconsider its position.

The aforementioned rule is present in the general terms of the casino, but not in the bonus terms. While players agree to these terms upon registering, it is also understandable that this term may easily have been missed. It would be better if players were prevented from accidentally breaking rules such as these, perhaps by the casino software, but at the very least any relevant rules should be linked to the bonus and easily accessible so that the player can be sure they know what is allowed.

Kind regards,

Adam

Hello,

We hope this message finds you well!

Considering the timeline of events in this particular case we have decided to refund the initial deposit, which is also comparable to the requested withdrawal amount.

We would also like to clarify the issues in this case. To address the timeline, the withdrawal was requested after the 100% First Deposit Cashback was claimed. The initial request was declined because some additional verification was required. Until the second withdrawal review, the player claimed several free bonuses, thus triggering the enforcement of the Bonus Abuse rule, since they did not have any other deposit on the account outside of the first one, and exceeded the ratio stated in our Terms.

In regards to the limitation of bonuses, we do have technical solutions in place in order to avoid such situations, however there are always ways to circumvent those solutions, in which case the failsafe stands in the Terms and Conditions. We send out free bonuses via email, and there are alternative opportunities for other bonuses as well, but all of the bonuses are on-claim, meaning we do not proactively add bonuses to any account without consent. We are aware that most players are not able to log in daily to claim the rewards and are limited by their availability during certain periods of time, so we offer several opportunities for the players to claim different bonuses at different moments. However, this does not detract from the fact that they adhered to a certain set of Terms and Conditions, and while we do try to prevent most forms of abuse via technical means, the onus is on the player to ensure they remain within the bounds of the terms they agreed to when signing up.

As mentioned in the beginning of the reply, due to the circumstances of this particular case, we have already sent the funds to the player, however the account will remain closed.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Tangiers Casino

I have received the refund. THANK YOU CASINO GURU.

Hello all, thank you for your responses.

Dear Tangiers Casino,

Thank you very much for your explanation, and for your understanding and assistance in resolving this complaint.

Dear busit660,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam