i won 3000 and have been trying to get since october!

Dear musikah695,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost four months is abnormally long time.

The casino is closed in our system, could you please advise if you are still in contact with them?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear musikah695,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It is my first withdrawal from this particular casino, yes. They have stopped communicating with me...the email address still works and accepts my emails tho..

Thank you very much, musikah695, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika ([email protected]) who will be at your assistance. However, I would like to warn you that it may not be just you that the casino stopped communicating with. Tangiers Casino is marked as closed in our system. We will try to contact the casino but I can't promise any positive outcome.

Dear musikah695,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Tangiers Casino to join the conversation and aid in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear musikah695,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operated without a valid license and didn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Kind regards,

Veronika