Complaint #30 Desert Nights Casino

Deser Night Casino - Denied my withdrawal 180 USD

By Tyler K.

2 years ago

I received free spins no deposit bonus and I ended up winning $3000. However, under the terms of the bonus, I could only withdraw a max of $180. Disappointing, but totally understandable.

I chatted with an agent named Haven who explained the process for withdrawing the $180. I had to make a deposit of at least $25 and play through it, as well as get verified by sending in documents. I screenshotted the conversation and within the next couple of days, I made the $25 deposit and played through it.

I also sent in by email all 4 of the requested documents to get verified. I followed all instructions and then waited a few days before attempting to make the withdrawal of $180. When making the request I received an error message saying the amount requested exceeded the amount available, which was shown to be $0, despite my balance of $180.

When I contacted support again, a different agent told me that my withdrawal had been denied because it was winnings received from a no-deposit bonus without a deposit made. I explained that I had in fact made a $25 deposit using Bitcoin from a wallet registered to myself and I had played through the $25. The agent repeated that they reserved the right to deny a withdrawal from a bonus without a deposit and then they abruptly ended the chat while I was in the middle of typing a response.

I have the screenshots from the agent named Haven who confirmed to me that I was in fact entitled to withdraw the $180 after making a deposit and being verified.

I think it's really unfair and feels like a scam that I was told one thing, I did it as they instructed, and then someone else decided no, they were going to deny me my winnings.

Comes across as shady not to mention the rude customer service from the second agent who denied my withdrawal and ended our chat while I was typing a quick response to them.

Hopefully, a manager or supervisor can fix this and at least honor what their first agent said to me as evidenced in the screenshots.

Disputed Casino Desert Nights Casino

Reason Declined payment

Amount $180

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Tykaapke

• California

2 years ago

Final update: I received my payout of $180 this morning in my online wallet. This issue has been resolved and it was done so in satisfactory manner. Management responded to my initial complaint in a timely fashion and was very helpful throughout the process of making sure my winnings were paid out. As I've previously stated, I received great customer service from everyone at desert nights casino, except for a single customer service representative, who was rude and was the cause of me making this formal complaint. If that individual had been more knowledgeable or at had at least referred me to their supervisor none of this would have been an issue big enough for me to have felt the need to lodge a complaint. Regardless, mistakes happen and I'm happy to report that desert nights casino management was helpful and accommodating in making sure I was satisfied with everything. There is no need for any further action on this complaint. It has been resolved fully and satisfactory. I will continue to use this casino in the future and have nothing bad to say about their services.

AskGamblers

• Support Team

2 years ago

Dear Desert Nights Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Tykaapke

• California

2 years ago

2nd Update: Supervisor has maintained email communication throughout process of trying to resolve this problem. After I tried their recommended steps to get the withdrawal request to work which it didn't, and emailing them again they replied this morning and told me they had made some adjustments to my account so the withdrawal request should work for me now. I logged in and sure enough it appeared to be fixed enough to at least allow me to submit my request for a withdrawal of $180. It's the weekend and they only process withdrawals Monday through Friday so for now my request just says "processing." For now my issue is somewhat resolved- I'll update this next week to hopefully close this complaint after the funds arrive in my account. For what it's worth I experienced great customer service from one agent and from a couple supervisors; but had one really bad experience with just one agent on the help chat who gave me information that has turned out to be completely wrong.

Desert Nights Casino Complaint Stats

Resolved 15 / 16

Avg. Amount $587

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Desert Nights Casino Complaints

See all complaints for this casino

Delayed payment going in circles

Delayed payment they won’t pay me.

Had typo in my name, I sent them all the necessary documentation and the support team will tell me there done processing it and I’ll receive my funds within 24/48 hours and when they doesn’t happen they say there still “processing it” they haven’t paid ms and that just keeps happening every time I email them. It goes nowhere, one of those two responses from there support team. We just keep going in circles, I haven’t received my winnings in over a week, they won’t fix my name on my account when I’ve gave them everything they needed. Very frustrated. Scam!

Unresolved

Unfairly Delayed/Declined Withdrawal

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!!

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Wont give the December 50 bonus

Welcome to Desert Nights Visitor, Akira will be right with you. Your chat ID is SMX123115072342-406. Akira Hello, welcome to Casino Support, how may I assist you today? Visitor Hi i have a no deposit code of December50 from ask gamblers site which is still valid for 5 hours please could you activate it for me? Akira Please provide me with your username, date of birth and email address and I will be happy to check on this for you. Akira Thank you for verifying your account details. Akira All bonuses can be found and claim in the cashier of the casino, here at Desert Nights Casino. You will not be able to use bonuses here from other sites. However, I am seeing that you have the $10 FREE Sign Up Bonus and the NEWYEAR16 available in your cashier! Visitor Ask Gamblers is not a site it is a casino review site not a casino.. it is one of the most reputable ones i will send you a link for your information.. Visitor http://www.askgamblers.com/bonus/no-deposit/desert-nights-casino-usd50-free-2/ Akira I am not aware of that. However, the bonuses that you are available for will show in your cashier. Akira Once, if a bonus is not in your account, therefore, you are not eligible for it at that moment. Visitor could you have a look at this link please maybe talk to your manager too please Akira I can certainly check on that for you, Deborah. Akira In the meantime, please visit the cashier of the casino, as it shows you all of the bonuses that you are eligible for at this time. Visitor hello this bonus is on this site and i've just looked up complaints made against your casinos false bonus offers have a look and someone from your casino has written on this site many times...it is a valid bonus please can you put me on to your manager... She did not put me onto the manager and basically said no bonus didn't have any affiliation to Ask Gamblers...

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Like · · Promote

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Hello,
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Since this day i did not get my money , and it is scamm.
Cause when its Approoved i should get my money.

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