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Tangiers - LATE PAYMENT, POOR HANDLING AND ability to not pay out bonuses

Ruling

Resolved - Tangiers casino inform us that the payment delay has been resolved and this player should have received their payment. Player is non-responsive so we assume they've received their money.

Player's Complaint

I have several complaints about Tangiers.

Firstly I have a withdrawal that was processed on the 13th of April and has still not reached my account. Secondly I was led to believe that I would receive their monthly/weekly cashback bonus after depositing 4000$ without a win that week. However due to me attempting to withdraw that week ( have not received the funds in my account at all) I was declined this, I was then told I had won the weekly 500$ bonus and then my account was closed due to me asking my account to be closed post me receiving funds (which I had not)

I have submitted over 8 tickets to Tangiers [EDIT]. I have not received my withdrawal/entitlement at all and haven't received any off what was promised to myself.

I was simply told my account had been closed and my withdrawal approved. I am still getting emails from TANGIERS as to my cashback but have been advised by the manager I am not entitled. I am owed over 3100$ AUD from Tangiers (2070 AUD in the initial withdrawal, 500$ winning bonus and 530$ in cash back bonus) all of which has not been paid.

I have photos and screenshots of everything.

-[EDIT]

Read the casino review

6 Responses

User icon
ThePOGG
April 25, 2018

Hi JOTT3m8 - welcome to ThePOGG.com!

Firstly, the cashback is a non-starter I'm afraid. Tangier's casino carry the following term:

"(a) Players must not have any approved withdrawals in the last 7 days"

If a withdrawal has been approved you are not entitled to cash back.

The delayed payment we may be able to help with - I'll contact the operator and see what we can find out.

Thanks,

ThePOGG

User icon
JOTT3m8
April 26, 2018

That is no dramas at all, however I was told or enticed to continue gambling on the prefix that I would get it back. I also still had won the Sunday Weekend prize when they decided they could say no to me having it. There is still the issue as to the withdrawal that has caused all this and me not getting the cash back. Of which it has been 9 Working/Business days and has not reached my account. I have confirmed the banking details and contacted my bank. The casino is not responding to my trace tickets and has not helped in identify why this is taking so long or where the money is. Thankyou for your help so far, [EDIT]

User icon
JOTT3m8
April 26, 2018

This is the response I was given from Tangiers- Hello, Thank you for contacting us in regards to this matter. Please note that we have investigated the situation and, as informed previously, your withdrawal request for AUD 2056 has been approved on April 13th. As soon as you informed us on chat that you have not received the funds yet we were able to track the payment and found that unfortunately it has been rejected by your bank. However, they informed us that the funds should be released as soon as possible, so they will reach your account within days. Should you not receive the funds by next Friday, please let us know via email to accounting [@] tangierscasino.com [typed together] and we will look into it again. In regards to the loyalty program that you were enlisted in, we found that you were informed on chat that you can claim the loyalty cash back only provided that you did not have a withdrawal approved in the last 7 days. and the rule is also available on our site. Please refer to our the Bonus Rules page: https:­//w­ww.t­an­gie­rsc­asi­no.c­om­/bo­nus­-rules: ᛫ Additionally, qualifying players must fulfill the following terms: (a) Players must not have any approved withdrawals in the last 7 days In regards to the 500 bonus, it has been added to the account, but you informed us on chat that you do not want it and asked for your account to be closed. We would like to thank you for your patience while we tracked the payment and know that we rest at your full disposal should you need help with anything else. Kind regards, The Tangiers Casino Team However I have since called my bank and the banks leading to my bank VIA IMT's. All of which have told me that they have not rejected any payment to myself, that my pay/bank details where correct and transactions of this nature never take more than 5 business days. They have also advised me they would never hold or reject the funds unless it was to contact me to confirm the legitimacy of the transfer. Tangiers has said to me I'll now have the money by next Friday, off which will make it 21days since approval and 24 days since I logged in to commence/process the withdrawal (18 working days) This is truly unacceptable and every time I log a job I don't responses for days. I belie this site is attempting to avoid payment. [EDIT]

User icon
ThePOGG
May 3, 2018

Hi JOTT3m8,

Firstly I've spoken to the operator and they've informed me that your bank are currently holding the funds as they wanted more information about what the transaction is for before processing it. The operator has provided that and your funds should be released to your account in the coming days. In this instance they were holding funds to confirm the legitimacy of the transfer with the sender.

As stated above, you were not entitled to the cashback as you had a withdrawal in process. The operator did however offer you a $500 bonus as compensation which you declined.

I would appreciate it if you could let us know when you've received your funds.

Thanks,

ThePOGG

User icon
ThePOGG
May 16, 2018

Hi JOTT3m8,

Have you received your funds?

Thanks,

ThePOGG

User icon
ThePOGG
May 23, 2018

Hi JOTT3m8,

If we haven't heard from you by Friday the 1st of June I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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JOTT3m8 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

April 25, 2018

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