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MajorTom Casino - Stalling Payout

Complaint Info
Disputed casino MajorTom Casino
Reason Verification issues
Amount € 400
Posted on July 22, 2014

Saturday 14 februari i won 400 euro in casino Major Tom and I made a withdraw of 400 euro . (The witdrawal was not showing in my transaction history). I asked on the chat wat identifcation papers were required and sent them by mail a scan of my pasport, of my creditcard and of a bill that was adressed to me, with my adress on it, as was told to me by customersupport at the chat. On monday 16 februari i spoke with someone called Mike on the chat to ask if everything was in order. Mike told me that he had to make a phonecall with me to complete the identicationprocess. So we spoke on the Phone, he asked some questions (name, emailadress, date of birth etc.) and told me that the identification proces was complete and that the money would be transferred to my banckaccount the next day. On thursday i asked again in the casino if the payment was done and spoke with Lee-Anne and she told me that my papers were not legalised and that i had to go to a notary public and get them all legalised. (This cost a lot of money). So is was angry and sent an angry complain mail to the customer support. I was answered by mail by someone named Craig and he told me not to worry and this was all a misunderstanding and they just didnt have an answer from the security department yet.

Then yesterday (monday 24 febr) i received the email hereunder and the 400 euro was transferred back into my casinoaccount. I witdrew again and now it is again 24 hours reversible. I dont believe they are going to pay me, and i would like to know if this is so, than i can stop worrying about it. Because this takes a lot of energy.

Greta here from Major Tom Casino.

Thank you very much for your query Iris, As you might have noticed your withdrawal was returned to your account. This was due to the fact that the banking processors at the casino were being changed.

We do sincerely apologize for the inconvenience cause.

Thank you for your understanding and co-operation in this matter>

Kind Regards


Casino Support Host

[email protected]

Posted on February 26, 2014

That's what i am hearing for a long time, but Major Tom is not a good cook :-)

Posted on February 26, 2014

Hi "Esmeralda",

Thank you for your message.

I have discussed the matter of your security documents with the Banking and Risk teams and we have agreed that we will accept the documents as they are.

You will not need to notarize your documents as we belive that they are genuine and will accept them accordingly.

Your withdrawal has been scheduled for processing tomorrow and you will be contacted shortly via email to confirm that it has been processed. Please do keep an eye for that email tomorrow during the day.

Please understand that for security and verification we do scrutinize all player documents. This done for the security of our players as well as for the casino.

I thank you for your understanding on this matter and hope that this is the first of many withdrawals to come.



Casino Host.




Posted on February 27, 2014

I Kept my eye open for an e-mail from Major Tom, because I was promised an e-mail today, but there was nothing in my mailbox. But i am getting used to this.

Posted on February 28, 2014

You should have received your funds already ? no need to be checking emails ?

Have you ? if not let me know and ill scream and shout

Posted on February 28, 2014

YESS!! i received the money today in my bankaccount :-)

Thanks very much for your cooperation en thanks to askgambler for their mediation.

Good weekend!


Posted on February 28, 2014

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.

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