Complaint #3 Treasure Island Jackpots Casino

Want my payment

By winegirl

11 years ago

Message on forum

I made a withdrawal of $950.00 on Dec 14, 2012. Even though I previously submitted all required verification documents, on Dec 15th, they request again; which I promptly emailed. Upon withdrawal, the system stated that it would be processed within 48 hours. Yet, 3 days later, on Dec 17th, it was still pending. On Dec 18th, and Dec 19th, I emailed requesting the status; no reply. Oddly on Dec 19th, my credit card received 4 fraudulent charges. Coincidence, hmmm? The charges were not directly from the casino, but seriously? So, then I had to cancel that card and requested my withdrawal to be processed via "Courier Check"; which I was to pay $30.00 for. After several more emails, I finally received a response on Dec 28th stating "It will be submitted for payment in 3 to 5 business days". I should state that in between this time I actually called the casino. I was told to contact via Live Chat. I connected to Live Chat and was told to email.. REALLY?? On Jan 2, 2013 I once again emailed to request a status update. On Jan 4th I received an email stating that the check had been sent out, but they could not provide a tracking number. As I paid for it be sent by courier, there should be tracking number. I replied on Jan 4th asking for such. No reply...again. I emailed again yesterday, to no avail. I've spent thousand of dollars at this casino. Now I finally make a withdrawal and they aren't paying.

Disputed Casino Treasure Island Jackpots Casino

Reason Delayed payment

Amount $950

Discussion

AskGamblers

• Support Team

13 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

winegirl

• 1 reviews

13 years ago

Payment finally received. Check was not sent on or prior to Jan 4th, as stated in email received from customer service. Was not sent until Jan 9th.

Summary... original withdrawal 12/14, verification docs emailed 2x, no response. Change to check payment on 12/20. No response to numerous emails thereafter until 1/4. Numerous emails requesting tracking number, no response until Jan 11th.

Customer service HORRIBLE, Payout time around 1 month

Treasure Island Jackpots Casino

• Representative

13 years ago

This issue was already handled by our Accounts Department. Player was already contacted.

Treasure Island Jackpots Casino Complaint Stats

Resolved 22 / 26

Avg. Amount $1,965

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Treasure Island Jackpots Casino Complaints

See all complaints for this casino

Delayed withdrawals

I won $2000.00 in Jan. 2016 and it was flushed on Feb. 6, 2016. still have not received it. Then I won $2000.00 a few weeks ago and still have not received. Everyone, if you are able to speak to anyone says they will get back to you, which never happens. I have sampled with the Grand Prive casino group and they will have your money to you in 2 weeks

Unresolved

$4,000

Not Paid After 2 Months

I won 10k in December. They have all required docs on file. 2k of my withdrawal was approved on Jan. 21 with remaining in pending status. Its been well over 7 business days as stated in the terms of service and still no payment. Also, I'll like to add I never use any bonus on my deposits and the terms of service states the max withdrawal is 2k for deposits with bonus, but doesn't specify a max on withdrawals if a bonus is not used. I didn't expect this kind of delay and a 2k limit when I play on my own money and none of the casinos. While I had email communication with the accounts team since Dec., they haven't responded to my latest email from over a week ago.

Unresolved

$10,000

Slow payment

On December 24, 2015, I cashed out 2481.00---after forfeiting the bonus...On January, withdrawal approved, and flushed for payment unto my payment card///..I have repeatedly mailed Amanda Anderson in withdrawals department..She says 3rd party processor is slow and has not processed my withdrawal..They send me mail--Sorry for the delays, your ithdrawal will be processed accordingly.

Resolved

$2,481

No payment of my winnings

27/08/2015 Message: Hello, I deposited 20 euros on 05/08/2015 TREASURE ISLAND casino JACKPOTS I got a bonus, I met the wagering requirements, I won 920 euros, and to this day I still do not paid, my emails remain unanswered, I have returned the documents requested and the chat was told to wait again, and again, I think they will not pay me, and that they are c****. Can you help please? ---

Resolved

Deposit issues

I have made a total of $550 in deposits that were not credit to my account but taken out of my bank account, they refunded $100 of it but am still owed $450. I have chatted with customer support for the past 2 weeks and keep getting told someone will contact me in 24-48 hours but never hear anything. I have sent emails, made phone calls and chatted with customer service but no outcome. When they refunded the $100 they said it was because of a software issue. I feel they have stolen $450 from me. I have sent them all documentation from my bank but no response. This casino gives you the run around so think twice before depositing or creating an account. The payouts are rediculous also. I feel this casino is just a big scam

Unresolved

$450

Fraudulent Business Practices against US Player

Hi,

January 1, 2015, I made a $25 deposit with my credit card into Treasure Island Jackpot Casino, and won $2000. I did not take a deposit bonus. Was a straight $25.

On January 2, 2015, I requested a withdrawal of $2000, by way of my credit card. They charged $9 for that service.

January 3, 2015, the casino requested all documents from me and I sent them, and they received them.

January 29, 2015, I received an email from Treasure Island Jackpot Casino, stating my $2000 was approved. My account went from pending to flushed.

The following emails are what transpired after my approval:

Gmail < name removed >

RE : Withdrawal Request

19 messages

TreasureIslandJackpots.com Thu, Jan 29, 2015 at 3:35 AM

Reply-To: Treasure Island Jackpots Support

To: < email address removed >

Dear < name removed >,

Good day! Your withdrawal request for $2000 has been approved

and it will be submitted for payment.

For more information on our promotions, please visit this link : http://www.treasureislandjackpots.com/promotion.aspx

Best regards,

< name removed >

Accounts Analyst

< name removed > Thu, Jan 29, 2015 at 10:05 PM

To: Treasure Island Jackpots Support

Thank you < name removed >

[Quoted text hidden]

< name removed > Fri, Feb 6, 2015 at 6:53 PM

To: Treasure Island Jackpots Support

Dear < name removed >,

Eight days ago my winnings of $2000 was submitted for payment. How long does it normally take until funds post to my card ending in 5333? Thank you for your time.

Sincerely,

< name removed >:)

[Quoted text hidden]

TreasureIslandJackpots.com Mon, Feb 9, 2015 at 5:30 AM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Good day! Please note that once payment has been submitted for payment, it will take 5 to 7 business days for amount to reflect on your card. Billing descriptor will be emailed to you as soon as available. Let us know if you have other questions or concerns.

Best regards,

< name removed >

Accounts Analyst

From: "< name removed >"

Sent: 06 Feb 2015 23:53:24

To: "TreasureIslandJackpots.com"

Subject: Re: RE : Withdrawal Request

[Quoted text hidden]

< name removed > Mon, Feb 9, 2015 at 7:14 AM

To: Treasure Island Jackpots Support

Dear < name removed >,

Could you tell me what date my payment was submitted for payment? Thank you so much for your time. It is greatly appreciated.

Sincerely,

< name removed >

[Quoted text hidden]

< name removed >

Certified Licensed Insured HVAC/R Technician (28 years experience)

Commercial Refrigeration

< phone number removed >

< email removed >

< name removed > Thu, Feb 12, 2015 at 12:24 PM

To: Treasure Island Jackpots Support

Hi < name removed >,

Sorry to keep asking you questions. I just called the casino, and they basically told me to email you for updated information. I am just excited to receive my winnings of $2000. I know you told me last week, once payment has been submitted for payment, it takes 5 to 7 business days, for payment to post on my card. I was just wondering what date my payment was submitted for payment, so I can know when to expect my winnings? I did put in for a withdrawal back on January 2, 2015, and have been anxiously waiting. I really do greatly appreciate your time. Thank you so much.

Sincerely,

< name removed > ;)

[Quoted text hidden]

TreasureIslandJackpots.com Fri, Feb 13, 2015 at 5:05 AM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Good day! I'm coordinating your concern from our payment processor. I'll email you as soon as I've gotten feedback from them.

Best regards,

< name removed >

Accounts Analyst

From: "< name removed >"

Sent: 12 Feb 2015 17:24:56

To: "TreasureIslandJackpots.com"

Subject: Re: Re: RE : Withdrawal Request

[Quoted text hidden]

< name removed > Wed, Feb 18, 2015 at 2:47 AM

To: Treasure Island Jackpots Support

Dear < name removed >,

Hi. I hope this email finds you well.

On January 1, 2015, I deposited $25 into Treasure Island Jackpot Casino, and won over $8000.

On January 2, 2015, I requested a withdrawal of $2000. The other $6000 I reinvested back into Treasure Island Jackpot Casino.

On January 29, 2015, everything was verified and approved for payment.

I only request the $2000 for withdrawal, the other $6000 I put back into the casino out of loyalty. I very well could have requested the full $8000 for withdrawal, but I choose not too.

I even continued depositing money into Treasure Island Jackpot Casino, Atlantis Gold, and Mermaid's Palace, even after my withdrawal request.

This enjoyable win is turning very frustrating.

Can you please help me and pull some strings with the payment processor so I could receive my winnings of $2000 on my card ending in 5333? This week if possible?

I really and honestly appreciate everything you did for me this far. I just don't know what to do anymore. What should I do Amanda? Please help.

Thank you for your time, it is deeply appreciated. From a loyal customer < name removed >

Respectfully submitted,

< name removed >

[Quoted text hidden]

TreasureIslandJackpots.com Wed, Feb 18, 2015 at 1:32 PM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Thank you for your query regarding status of your withdrawal request. We appreciate your patience and understanding with any delays caused.

At present, we have received limited information from our payment provider in obtaining status of it.

Rest assure that we honor valid withdrawal requests at our casinos.

Best regards,

< name removed >

Accounts Analyst

From: "< name removed >"

Sent: 18 Feb 2015 07:47:27

To: "TreasureIslandJackpots.com"

Subject: RE: Re: Re: RE : Withdrawal Request

[Quoted text hidden]

< name removed > Wed, Feb 25, 2015 at 10:53 PM

To: Treasure Island Jackpots Support

Dear < name removed >,

Hello :)

It has been 8 weeks since my $2000 approved withdrawal request, and I am requesting a status update?

I spoke with some affiliates, and they stated I should have been paid by now. The affiliates recommended I file complaints. I would rather not file a complaint, because that would make the casino look bad to their Affiliates, Facebook, Twitter, Insta-Gram, etc.

I prefer a more sutle method, and I am trying to avoid doing any complaint filings.

I really enjoy all three of your casinos, and your bonuses. I really want to continue depositing into your casinos. I also extremely appreciate all the help you have been to me.

Please forward my $2000 winnings as soon as possible. It would be deeply appreciated.

Thank you < name removed >.

Respectfully submitted,

< name removed >

[Quoted text hidden]

TreasureIslandJackpots.com Thu, Feb 26, 2015 at 4:34 AM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Good day! In reference to your withdrawal request, our provider did confirm that they have processed payment to your card. However, it was declined due to reasons not being disclosed by the card issuers. To expedite payment, we can process payment via cheque courier. Please advise if you want to proceed with this method instead.

[Quoted text hidden]

< name removed > Thu, Feb 26, 2015 at 5:00 AM

To: Treasure Island Jackpots Support

Dear < name removed >,

Hi. Is Western Union, an option for payment? If so, please proceed with that method.

If Western Union, is not, a method, please proceed with payment via cheque courier.

Thank you do much for your help.

Sincerely,

< name removed >

[Quoted text hidden]

TreasureIslandJackpots.com Thu, Feb 26, 2015 at 5:49 AM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Thank you for your prompt response. This will be sent via check courier as we do not process thru Western Union.

Tracking number will be emailed to you as soon as available.

Please note that check should be deposited to your bank account and not for over the counter encashment.

Best regards,

< name removed >

Accounts Analyst

From: "< name removed >"

Sent: 26 Feb 2015 10:00:07

To: "TreasureIslandJackpots.com"

Subject: Re: RE : Withdrawal Request

[Quoted text hidden]

Adam Odenwalt Thu, Feb 26, 2015 at 5:57 AM

To: Treasure Island Jackpots Support

Dear < name removed >,

Thank you do much :)

Sincerely ,

< name removed >

[Quoted text hidden]

< name removed > Tue, Mar 3, 2015 at 3:02 PM

To: Treasure Island Jackpots Support

Dear < name removed >,

You stated, "In reference to your withdrawal request, our provider did confirm that they have processed payment to your card. However, it was declined due to reasons not being disclosed by the card issuers."

I spoke with my card issuer. The reason for the decline was: In order for money to be deposited on to my card ending in ****, the Routing number ********* and the Direct deposit number < bank information removed > must be used by your provider in order for the payment to accept and post on to my card ending in ****.

Could you please forward these numbers to your processor for payment, so I can receive payment asap?

You also stated that payment would be expedited via courier check. If payment was already sent out using this method, could you please provide me the date the check was sent? It has been 9 weeks now. Please, can I get paid?

Again, thank you so much for your time and effort helping me receive payment of $1,991.00.

Sincerely,

< name removed >

[Quoted text hidden]

< name removed >

Certified Licensed Insured HVAC/R Technician (28 years experience)

Commercial Refrigeration

< phone number removed >

< email removed >

TreasureIslandJackpots.com Wed, Mar 4, 2015 at 3:51 AM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Good day! Please note that payment was check courier. We're following up tracking number from our payment provider. Rest assured that payment will be received accordingly.

Best regards,

< name removed >

Accounts Analyst

From: "< name removed >"

Sent: 03 Mar 2015 20:02:59

To: "TreasureIslandJackpots.com"

Subject: Re: Re: RE : Withdrawal Request

[Quoted text hidden]

< name removed > Wed, Mar 4, 2015 at 7:26 AM

To: Treasure Island Jackpots Support

Thank you < name removed > :)

[Quoted text hidden]

< name removed > Tue, Mar 10, 2015 at 7:24 PM

To: Treasure Island Jackpots Support

Dear < name removed >,

It has been 10 weeks now, and I still did not get paid or receive a check, nor did I receive any information concerning the check.

I'm sorry to keep emailing you, but you are my only link of getting paid by this casino.

The only thing left for me to do, I was advised by two of your affiliates to proceed and file complaints through them, in addition to file complaints publicly on Facebook, Twitter, InstaGram, etc...

I am capable of doing that, but I'm trying to avoid filing anything.

Please Amanda, can you tell the casino to please show me some loyalty in return by sending me my check for $1,991.00, as I have been showing over the years my loyalty to them, all three casinos?

And I'm positive that I will continue depositing into these casinos once my payment has been received.

Please, this is my last effort.

Thank you < name removed > for helping me.

Sincerely,

< name removed >t :)

[Quoted text hidden]

TreasureIslandJackpots.com Tue, Mar 10, 2015 at 10:03 PM

Reply-To: Treasure Island Jackpots Support

To: < email removed >

Dear < name removed >,

Good day! Apologies for not getting back to you in a timely manner.

Delay was due to some velocity limitation of our processor which is beyond our control.

Rest assured that payment will be received accordingly.

Please feel free to contact me if you have other questions or concerns.

[Quoted text hidden]

Today is March 17, 2015. As of this date, (11 weeks now), I still did not receive my winnings of $2000, either by my credit card or check by courier.

When I read the last excuse "...velocity limitations of our processor...." I immediately detected fraud. Especially after going into all the archives of complaints, from the past to present, from this site, and other affiliate sites, against Treasure Island Jackpots, Atlantis Gold, and Mermaid's Palace. A huge majority, all on US Players. How can these casinos stay in business? How can affiliates continue to promote these casinos? I don't understand.

For years I remained loyal to these three casinos depositing all kinds of money onto their sites losing. After all these years of depositing I finally won big, $2000, and now I'm being put through hell to get the money I legally won.

Please send me my $2000 immediately so we can call this a day.

Respectfully submitted,

< name removed >

Resolved

$2,000

Refusing a $40,000 withdrawal with no reason stated at all

I withdrew $40,000. I was ask to fax and email 6 documents 4 times. I received the confirmation that I submitted everything and the withdrawal was approved. a 72 hour audit needs to take place then the funds will sent. 2 days later, my account is locked and every one of my attempts to get an answer was ignored. It's been over a month and after numerous emails to every host, manager, customer service agent went unanswered. I went through a generic site and got to the live chat. They looked up my account, apologized for the wait and responded with Sorry and disconnected the live chat. I put in $4500 and I guess I screwed out of the $40K and I cant get my deposits back either.

Resolved

$2,000

Does not respond to request to change Email ID. Withdrawal Pending

I opened an account with Treasure Island Jackpots casino back in July 2012. I played in that casino for a while and then became inactive for around two years (until October 2014). This time (from mid October 2014) when I started playing, I made a request to change my original email because I did not use that email anymore. While casino's response to this request was pending, I used Neteller to deposit certain amount and continued to play. After a while, I had a winning of around USD 800+ in the account, so I made an withdrawal request. In the mean time, I talked to customer service a number of times using the online chat and explained to them that I have a request pending for change of email. They continued to say manager will look after as quick as possible but more than 15 days have passed, there is no progress. I mailed them thrice with my original verification document (passport) and gave them my contact number but no actions have been taken. I reversed my withdrawal request and the money is sitting there idle. This is totally a casual approach to paid customers. Their attitude is not a healthy one and I suspect they will not do anything with the request to change email and as such, I won't be able to withdraw my winnings from the account.

Unresolved