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Tower Gaming Casino - Refused to pay more than a 1000$ winning!

Complaint Info
Disputed casino Tower Gaming Casino
Reason Declined payment
Amount $ 1100
Posted on July 17, 2014

I must admit that this issue from yesterday 23.03.2012 was a shock for me, because i have never had such bad experience with a NetEnt casino! Here's the details of this awful situation in which this casino put me!

I joined Tower Gaming on 22.03 and deposited 100$. As a welcome bonus i received a 100% match bonus. I played a lot with but eventually lost everything down to the LAST cent.

Than decided to try again with another deposit and made such for 100$. No bonus code or promotion used! Again nothing and lost all the money. Than made a third deposit for 500$(no bonus code or promotion used again) and i hit a nice win playing my favourite game Gonzo's Quest. I made a withdrawal for 1700$ and left 105$ in my casino account to play with. Yesterday 23.03 i received an e-mail from casino representative, asking for some documents for verification purposes and i send them back all that was needed. I continue to play and even manage to double the remaining 100$ and turn them in 195$.

And than BAM - i received 10 hours later another e-mail from them with shocking news:

"Hi Vladimir,

I have just received word regarding your account verification. Please know that your documents have been verified. After further review, I can see that you had a casino bonus added to your account when you made your first deposit. The bonus requirements were not met, nor were the wagering requirements met at the time of your cashout request. This is a breach of our Terms and Conditions regarding this bonus.

As such, you are able to cashout your original deposit total, and all winnings accumulated on this casino bonus have been confiscated accordingly. Once this account has been approved, your account will be closed to prohibit further breach of our Terms and Conditions."

I read this several times until i understood that was tricked, smashed and robbed!?! I immediately go to their website and tried to login but my account was already locked and i never had the opportunity to log in and print all the facts or any proof from my account history! My joy became grief and my heart was about to explode, because 1200 $ is a big pile of money all over the world, and Tower Gaming has just stole them from me!!

So this is my terrible situation and here's the facts:

1. There is no word about remaining wagering requirements in case player LOSE both welcome deposit and bonus in their Terms&Conditions. I checked that several times!!!

Although i played in tons of online casinos i have never met such in which you should fulfull requirements for lost bonus with all the consecutive deposits after that!! In addition i must tell you that i checked that trough their casino software several times and all that it says after losing my first deposit and welcome bonus was that i DON'T HAVE ANY BONUS WAGERING REQUIREMENTS to clear!!! I checked that numerous times both after the second deposit and the third deposit!

2. Can someone from this casino explain me how is it possible to withdraw even a dime if you have a bonus with remaining wagering requirements??? That is not possible at all not only in NetEnt powered casinos but also in all the major softwares like Playtech, Microgaming, Rival and even RTG's.

3. Now, when i turn back i see that there were some signs of a trouble in this casino but i did not pay enough attention to them - their live support is always offline, and they charge you with 2% when depositing with Visa CC, although it is written on their web that ther is NO FEE for that!

I hope that all this is a big misunderstanding and everything will be resolved but i MUST tell you that i will NEVER GIVE UP and will fight for my money until the end. I will contact Malta Gaming Authority and all the major gambling sites like this one if Tower Gaming continue to refuse paying what is mine!!!

Posted on March 26, 2012

My name is Josephina, the customer service manager for Tower Gaming.

Due to privacy rules I am not able to fully comment on this matter in the forum, I have however emailed a full explanation to the player just a few moments ago to resolve this matter. In short an error occurred which has been corrected so I have no doubt the player will be pleased with the outcome.

I am always available to players if they have questions about their account.

Kind Regards,


Tower Gaming Customer Service Manager

See You at the TOP!

[email protected]

Posted on March 27, 2012

I confimed that Josephina - the customer care manager at Tower Casino, send me a bunch of apologies and correct everything her emploee have done wrong!!!

I also want to say a big "Thank you!" once again to for helping players resolve thier unpleasant issues.

This case can be considered "resolved successfully"!

Posted on March 27, 2012

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.

Tower Gaming Casino Complaints

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