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Desert Nights Casino - Unfairly Delayed/Declined Withdrawal

RESOLVED
Booman02 Alabama
posted on June 27, 2018.

Firstly I want to say that I love the customer service those guys are wonderful. I played a few weeks ago with a bonus code and won $400. I put in my request in for a withdrawal and received my check By Fed Ex. So I made another deposit this past Friday the 22nd and played with the same code and won a little over $2,000 this time and I played it down to exactly $2,000 and requested a withdrawal. I logged back in to check the status on Monday and it says that the withdrawal was processing. I checked my email this morning and the email reads your request to reverse your withdrawal has been accepted and your casino winnings have been credited back to your account. I then called customer service and the guy told me yes the check was processing. I asked them what was the email about I received this morning. He asked me to hold so he could research the account. He came back to the phone and said that I wagered more than the bonus code allowed. I explained that the increase amount button is not even an option. Those 50 free spins play on their own at .1 cent. There is no way it can be changed. I explained to him I always play the max of .1 cent which is $3.00. I won and cashed out a $400 check playing the same amount and the same code but now that’s it’s $2,000 they don’t want to pay. I log into my account and see that the email was not truthful and the winning were not refunded to my account for it only had a balance of $50.15 in which was the amount I had deposited. The customer service rep informed me that it was declined because of the wager about and I know that that can’t be the case because that reason is not listed anywhere in writing. I enjoy this casino and I hope this is just a misunderstanding that can be resolved. I have screen shots of all the bonuses used as well as emails. Please let me know what I can provide for proof. Thank you!!

posted on June 29, 2018.

Hello Booman02,

I’ve checked this and I can confirm that you have bet above the maximum bet rule while the bonus was still active. I can see your deposit was already credited back to your account.

It is stated in the casino bonus terms and conditions:
5. While a bonus is active, the maximum bet allowed is $6.50 (or equivalent if using another currency) per spin or wager (unless otherwise stated). This applies to all Desert Nights games. For example, if $200 or more in bets are wagered at $6.50 or above, the bonus and any winnings thereof will be voided.

If you have any questions please feel free to contact the casino support for further assistance.

Mr. Desert

Booman02 Alabama
posted on June 29, 2018.

I am really sick of casinos being able to do this. I have never played $6.00 st any casino. I played max bet under the .1 cent tab the entire night. The bunk of that money came from that jaguar game where I got 3 wilds in the spins. I don’t understand why you feel like it’s ok to make up this lies in order not to pay people and from reading the comments from other players I seem not to be the only. Thankfully for me Ask gamblers when I say those hits I screen shot the win the play amount will show I was under the .1 cent tab and I will be happy to upload it when I get home from work this evening. Looking at other complaints you guys seemed to handle all complaints in a timely and friendly manner and I didn’t think I would have upload them but I was wrong oh but I definitely will. Ask gamblers at no time did I ever go over the max bet of $6.50 or anywhere near it and they know it. I played faithfully with you guys at least 2-4 times per week and you choose to lose a faithful customer because you don’t want to pay out $2,000. You would have made that off my deposits within a months time maybe. If I need to contact curaacao gaming board or Deckmedia corporate office I will. We come to your sites to play and to win and to have fun but not to be scammed and yes you guys are defrauding me and I will not take this lying down because it’s just not right. I hope you guys will do the right thing and reverse this lie of $6.00 being played and cut me my check. If you refuse to cut me my check refund me all my money I have deposited to your casino and I’ll never visit any of your sites again.

AskGamblers
posted on July 3, 2018.

AskGamblers Complaints Team is awaiting Desert Nights Casino team to provide the required information.

AskGamblers
posted on July 6, 2018.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Desert Nights Casino management will soon jump in with an update on this complaint.

posted on July 9, 2018.

Hi Booman02,

Please see attached the screen shot showing your bets above the max bet rule. There were 10 bets exactly of $7.50 which shows you have violated the Terms and Conditions. You may also find this information on your bets in the cashier. When you go to the casino cashier you will see the options details/history and you need to select history to see your game details.

I hope the information provided is clear for you.

Mr. Desert

AskGamblers
posted on July 9, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Desert Nights Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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