Tangiers Casino - 選手の退場が遅れる。

Hello i played at this casino and won, then some weeks later my account was blocked and i hade pending withdrawls. I have tried for serveal days to contact them via Mail but i get no answer i am getting worried.

Hello Hehe0505,

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 if your account is already verified and is yes, since when exactly? 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

Thank you Very much for the response. I do not know exavtly since it was fully veriified but about 3 weeks ago. I got it playing with the cashback that has no wager requirement. I asked them when my verification process would be oher and was told this tuesday, that was more then a week ago. I then asked Why my account was disabled and was told they found several inconsitencecis on it and when i asked about my withdrawl they ignored me and did not answer. This was this monday.

I still have not despite sending many mails got any response from the casino i am Very worried.

Thank you Hehe0505 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Hehe0505,

I've just reviewed your case and fully understand your concerns about your account being blocked. I will contact the casino and we'll see what can be done to help you.

Dear Tangiers Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Have there been any specific reasons to block the player's account?

Looking forward to hearing from you.

Best wishes,

Natalia

I have now been told by one of the casinos sister sites that i also have problems with that my account was disabled becuse they Said i hade 2 account wich i am 100 percent that i do not. If this is the same reason my tangiers account was closed i do not know but i can assure that i only have 1 account here. I have sometimes logged in from my freinds devices from his home becuse i hade issues with my phone. on my account but i registered at my own home and ip and thats Where i played and won my 2700 euro win. I once played from his device at his home but only after asking live chat if that was okay and they Said it was. At that time his account was also disabled so he didnt even have an actvie account at the times i have logged in from his devices, Thank you.

I am getting Very frustrated, when they reply to my emails finally they just Send me the same automated response about that they found several inconsitencies on my account and dont answer me what inconstiences or whats going on with my withdrawl, it has now been a month and still nothing

Hello,

We hope this message finds you well!

Kindly note that the account falls under our Terms and Conditions item 4.8. Tangiers Casino reserves the right to confiscate the cash and bonus balance if a player has self-excluded themselves from gambling at other casinos due to gambling addiction and/or financial difficulty.

We have received a notification that this player had requested self exclusion in a shared database, therefore we had no choice but to close the account and void all funds. We have reached out to the player to confirm the details to refund their transaction.

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 still not got my refund. My account was closed and i wasnt made aware of this untill now, i was only told of inconstiences for over a month and no one reached out to me regarding a refund untill now a month later. I sent several mails about my money and never got an answer untill i Posted here. I would greatly appricate some kind of compensation.

I have now got my refund. I still would like to get some sort of compensation for having to wait more then a month to get my money and being completely ignored for over a month even tough i sent many mails about my money, it has been a stressfull situation.

I would like to se some proof that i was self exluded at the time of my winnings on tangiers casino.

It seems i forgot to upload this, i was Recently told they were acusing me of multi accounting and thats why i didnt get my withdrawl?

Dear Hehe0505, thank you for the updates.

Dear Tangiers Casino, in your previous message you mentioned that the matter lies in the self-exclusion policy, but in the attached screenshot by the player, it's stated that they were accused of multi-accounting. Could you please give us a more detailed explanation of the situation? If you have any supporting evidence, please feel free to send them to my email address natalia.b@casino.guru, thank you very much.

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’.

Hi Hehe0505, I'd like to inform you that we're in contact with the casino representative. We're still discussing your case and I'll let you know when there're any further updates.

Thank you for your patience!

Kind regards,

Natalia

Thank you Very much it is appriciated.

Dear Hehe0505, I'd like to announce that there've been some technical issues in the channels of communication from the casino's side, so we've found a new way to get in touch and will continue discussing the case for some more time. Thank you for understanding.

Kind regards,

Natalia

Hello are there any updates? I know for a fact i was not self exluded at the time of my winnings

Dear Hehe0505, we'll be requesting some more proofs from the casino. I'm sorry that it takes so long since you've been waiting for a while for the resolution of your case but it may be quite time-consuming to get all the necessary information to proceed with the qualitative check. I really hope that your case will be solved very soon, our team will keep you updated. Thank you!

Greetings all,

My name is Stefan, and I am taking over this case from now on. I will get in touch with the casino and try to resolve this issue as soon as possible.

Thank you very much for your patience.

Kind Regards,

Stefan

Still nothing?

Dear Hehe0505,

I have tried to contact the casino and they haven't responded yet. Let's give them some time one more time. Thank you for your understanding.

Kind regards,

Stefan

Dear Hehe0505,

I have tried to contact the casino repeatedly but had no success. 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,

Stefan