Manhattan Slots Casino - Refusal of Payment

Stephanie Gallaro United States
posted on February 27, 2015.

Refuses to pay out wininngs....all of a sudden took them away (more than 6000). The account is both me and my husbands because it is THERE policy that you are to only have ONE account per household so we were following ALL of their rules and regulations.....just so happens I was the one doing the typing at the moment so I put the account in my name....well when my husband was on playing he deposited money from our debit card (that is attached to OUR bank account but the card is in his name) and so they are saying all of our wininngs are VOID because I used a fradualant credit card/debit card to fund the account..... Because the account is under my name and the card he deposited with under his name....

posted on March 2, 2015.

Hi Stgallaro,

Could you please provide your username so I can take a look in to this for you.


posted on March 3, 2015.

We send necessary info to the casino directly.

posted on March 6, 2015.

Any news?

posted on March 6, 2015.

Hi, sorry for the delay in coming back to you here. Looking at the basic facts of this case the player did break the terms and conditions of the casino.

The term that covers this can be found­tp:­//w­ww.m­an­hat­tan­slo­ts.c­om­/Te­rms.aspx under the section Players Representation and Warranties.

Term 20 covers this exact scenario...

20. Use of a credit card not registered to the Player will be deemed fraudulent and will result in winnings being voided, unless previously confirmed in writing by MS.

At no point in the lead up to this was the use of credit cards in other people’s names raised, discussed or confirmed in writing. The risk of using other peoples cards is obvious and there are alternative options for two players to play from the same household. For this to happen both players must, in advance confirm their identity and provide the relevant documents to the casino to verify both users on the same account. Alternatively, with the approval of the casino two accounts could be opened with only one account being able to claim the welcome bonus. Obtaining an additional card on the same bank account/credit card may also be an option. A further option would be to open up another account in another casino in the group and continue to play separately without any restrictions on the bonus or worry about terms.

If, as a player you are unsure of the best way to create an account so more than one user can be active, it is essential that you contact our support team who will give you the correct information on how to go about it. They are available 24/7 365 days a year and can assist you in any situation.

We are sorry that your first experience didn't go as planned, we are a fair casino and we stick by the terms and conditions that our casino offers. Unfortunately, on this occasion I am unable to do anything to overturn the decision of the casino this time.

posted on March 6, 2015.

The balance was originally left on the players account and given the option to play or refund after both players identification was confirmed. The players chose to play out the balance but no further win were made.

Further to this, a full refund has since been made back to the cards that were used. Although not the result you probably wanted, it is the best that could be done in this circumstance and hopefully will resolve this complaint.