Failure to pay a withdrawal request, not following their own withdrawal policies

I requested a withdrawal of $2000NZD but was dumbfounded to have my account disabled. The funds have not been made into my bitcoin account and no response from the casino email address. I also note that I can no longer even access the online casino as it seems they may have been closed down.

This is the email I sent:

Good morning,

I’m just getting in touch regarding to waking up this morning to see my account has been disabled.

I spoke with live chat only just last night around the timeframes for my pending withdrawal. Only to find my account has now been suspended. I like the casino and the variety of games it offers. However upon on my pending withdrawal I would need to see this transaction to be paid before I continue playing.

If there is anything needed from me to help this process along please get in touch. I see that you have. 24-48hour respond time so I would like to hear back from you in this time.

I have read through the terms of your casino and can not see any reason that this may have been in breach of to warrant a suspension of my account.

I currently have my people working on this to see what reasons there were for the suspension.

Please respond to me within then 24-48hr timeframes listed on your casino and let’s get this withdrawal processed and I can continue playing this casino.

Thanks again

I have been a loyal long time (previously verified) player at Tangiers Casino. I love the variety of games they have and they have great bonuses. Never in the past have I experienced such a difficult time withdrawing money from Tangiers. But for some reason this time, Tangiers has made it quite difficult.

I originally requested this withdrawal back in late October and now it's Mid-December and I feel as though they just keep delaying the process and also ignoring me.

They keep requesting documents from me (one document at a time every week for the past 4 weeks), and the most recent document they asked for (Source of Funds), I have emailed to them multiple times over the last 14 days but I get absolutely no email reply from their Security department.

At this point I think they are just ignoring me. Their chat support is no help at all. They even told me at one point that they don't work in the Security Team and I would just have to wait. Every 5 business days my withdrawal is declined because I need to send them documents that I have ALREADY sent to them.

At this point I don't know what else to do. Their chat team doesn't have the power (or they are unwilling) to help. And the security team doesn't respond or confirm receipt of my documents and they just keep declining my withdrawal requests.

I've always loved this casino, but this recent experience is extremely disappointing. Please help me! Thank you.

I came across Tangiers on the Internet and tried out Free spins the gave me, to see if I liked the site. I loved the races and the other slots was equally fun. I made me first deposit and HUGE was my surprise when I actually won something, my very first time on an online casino.

When wanting to withdraw my winnings to see if this was actually a legit site, I struggled for 2 days to get my documents uploaded and then via email got it right. It has been 5 days since I made my withdrawal - the online chat assistance confirmed that they were going to process my transaction yesterday evening (28.9.2022), and when I checked my Wallet today, I still have not received these winning (14k).

I went back to the Tangiers Casino today, to only see that I am unable to do online chats like before, I also saw that my withdrawal have been cancelled. This is so very disappointing. I have referred a couple of friends, and now I feel like the fraud because a lot of them have also now deposited monies to play on Tangiers. I would appreciate feedback in this regard, as I am now to scared to play on Tangiers anymore.

Hi

I need ask gamblers help. I am having difficulties with Tangiers casino two weeks ago I tried to withdraw but my withdrawal was declined I was told about verification of which was sorted and an confirmation of approval email was sent to me, last week Friday I sent another withdrawal of R3500 only to find out that it was declined with no reason, no email was sent to me I only saw that the balance was sent back to my account I tried to reach out but I was ignored, it is painful because when we deposit no questions questions are asked we get approved same time but when we withdraw you wait 5 days only to be declined with no reason.

When you complaint by their Instant messaging button they remove it from your account and you only deal with support which takes time to respond or end up not responding at all, I have initiated another withdrawal of which im going to wait another 5 business day and be declined again.

I have deposited more than 1k in this casino. I had deposited bonus in my account

I have abided by all their rules. I withdrew 4k since 19th December 2021.

I find each time I email them I get no response. I go into chat and just get told the same thing. Every week they make an excuse to decline my withdrawal and put back in my casino account.

All my identification documents have been approved sometime ago. I have also completed and returned the cc vouchers that were required with the relevant pictures of my ID, to say I am beyond frustrated is an understatement.

I seem to be getting no where and keep getting fobbed off via chat.

Hello

I have tried multiple times over the last three weeks to withdraw my winnings of $1650 to be declined each time. The 1st time I submitted I received the following email on the 4th of December.

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that we do not have on file the proof of ownership of your selected payment method, in order to process your withdrawal request.

Please reply to this email and attach a print screen of your bank statement and then feel free to resubmit your withdrawal request at your earliest convenience.

Thank you for your understanding in the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.

Regards,

Tangiers Casino Support Team

To which I submitted the documents requested and asked if needed additional information. I then asked on the live chat what more I needed to do as I did not want this to happen again. On the 5th I received this email

Hello,

Thank you for contacting us. Please note that all documents received have been approved and added to your account records.

Regards,

I resubmitted a withdrawal request on that day after having the discussion with live chat. Only to be declined the following week on the 10th. I received this email

Hello,

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that you have not yet completed the required paperwork for all the Debit or Credit Cards successfully used on your account over the last six months.

Please feel free to upload the Credit/Debit card vouchers for all the cards successfully used in the last 6 months on the website, under the Verification page at your earliest convenience and then you may resubmit your withdrawal request in the system.

Thank you for your understanding in the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.

Regards,

Tangiers Casino Support Team

To which I responded and submit the form requested. And asked if they needed additional information. I then received the following email

Dear BIANCA,

We are very happy to confirm that all your documents have now been approved and your account is now fully verified.

We sincerely appreciate your patience in conjunction with this verification process, and thank you very much for helping us keeping TangiersCasino the safest place online, for players to enjoy all their favorite games.

Please note, keeping all your documents up to date at any time (example if you start using a new payment method or your ID expires), will significantly decrease the need for further verification, as well as how long it takes to complete a future verification.

If you have any questions, or we can help you in any way, please do not hesitate to contact our Customer Support team who is standing by 24/7 to assist you.

Kind Regards,

TangiersCasino Security Team

I submitted another request on the same day of been told my account is fully verified, only to receive this today on the 17th of December.

Hello BIANCA,

We Have News!

Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process.

This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions. This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.

However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.

Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.

Regards,

TangiersCasino Support Team

I'm at a loss as what to do and who to contact and speak to.

Thank you

Bianca

Hi

I've been trying to withdraw winnings since 13th October. I started trying to withdraw $200 but was told it was declined for reason given below.

Hello,

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that the utility bill we have on file has expired.

Please feel free to upload a copy of a recent utility bill (no older than 3 months) on the website, under the Verification page at your earliest convenience and then you may resubmit your withdrawal request in the system.

Thank you for your understanding in the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.

Regards,

Tangiers Casino Support Team

I sent in a new bill. Account seemed fully verified, everything had a green tick. I send in a new request for $1300, to be declined again. see below quote received on 10/10/21-

Hello,

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that we do not have on file the confirmation of your payment details, in order to process your withdrawal request.

Please reply to this email with the confirmation of your bank details and then feel free to resubmit your withdrawal request at your earliest convenience.

Thank you for your comprehension on the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.

Regards,

TangiersCasino Support Team

This was ticked as confirmed before the withdrawal request, so I resubmitted and waited yet another week, and get the below reply 0n 23/10/21 -

Hello,

We hope this email finds you well,

Please be advised that your bank statement has been added to your records.

Your withdrawal request will be reviewed in up to 5 business days.

Have a nice day.

I resubmit, now for $1100 as while waiting I had gambled more, to receive this on 28/10/21 -

Hello !

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that you have not yet completed the required paperwork for all the Debit or Credit Cards successfully used on your account over the last six months ENDING IN 6941.

Please feel free to upload the Credit/ Debit card vouchers for all the cards successfully used in the last 6 months on the website, under the Verification page or by email at your earliest convenience and then feel free to resubmit your withdrawal request in the system.

A voucher is a form that can be found in our casino site; scroll all the way down the page until you find “business terms” under that column you will see “banking” click on that and once you are on banking you will see “additional verification” and right under that there is “credit/debit cards vouchers”. Please print it, fill it out handwritten and send it back to us.

Regards,

Support Team

The last time I had a withdrawal it was just as hard, as they keep declining. My account says it's fully verified, and it even say on 22/10/21 that my bank account statement had been accepted. Now they are going into something in the fine print which seems to be just another stalling tactic. I have sent in everything to confirm my name, address, bank details as asked for, and have deposited many times with no issues at all, never questioned.

I even tried withdrawing via Bitcoin as it says it was instant but still declined. I'm at a loss as they keep coming up with new ways to decline withdrawals.

Any help would be greatly appreciated

Regards

< full name removed >