maybe problem at Tower gaming casino

carlvallda

Dormant account
Joined
Jun 12, 2009
Location
Sweden
Hi all,

I signed up and played with the 100% sign up bonus at Tower gaming casino Ongame network I was wagering with Casino holdem and Caribian stund poker and a lot of different slots.. I was constantly varying my bet size and made a lot of risk when betting as well I wagered far over the bonus amountI was really lucky and managed to increase my balance to around $1400, due to a Royal straight flush and some more lucky hands, likewise lucky on slots.. In addition, I only played on allowed games and my bonus was successfully converted according to the system.
2 days later I made my Cash out As response one day later they send me an email that they have blocked my account and that the decision is final based on my seasonal history. I sent them an email and asked whats wrong and how can they do this? I have not done anything against the terms?
They said that they have done a security check for my accounts and that they needed documents for validation Yesterday I send the documents but since them I have just got an answer that they have received the documents?

What can I do now more than wait; can they really take my money? Im really confused and sad over this? I really hope that thety simply unblock my account and proceed my cash out If not this is a major scandal for a such a big casino?

Any inputs is greatly appreciated
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi all,

I signed up and played with the 100% sign up bonus at Tower gaming casino Ongame network I was wagering with Casino holdem and Caribian stund poker and a lot of different slots.. I was constantly varying my bet size and made a lot of risk when betting as well I wagered far over the bonus amountI was really lucky and managed to increase my balance to around $1400, due to a Royal straight flush and some more lucky hands, likewise lucky on slots.. In addition, I only played on allowed games and my bonus was successfully converted according to the system.
2 days later I made my Cash out As response one day later they send me an email that they have blocked my account and that the decision is final based on my seasonal history. I sent them an email and asked whats wrong and how can they do this? I have not done anything against the terms?
They said that they have done a security check for my accounts and that they needed documents for validation Yesterday I send the documents but since them I have just got an answer that they have received the documents?

What can I do now more than wait; can they really take my money? Im really confused and sad over this? I really hope that thety simply unblock my account and proceed my cash out If not this is a major scandal for a such a big casino?

Any inputs is greatly appreciated

Eh:confused:

Were you supposed to play in the Winter:confused:

Tower gaming, SPAMMERS, and this is itself a big warning sign that this casino is a high risk venue, no matter how big it looks.

You can never really tell how big or small an online casino is. A bunch of crooks could set up a casino website, know nothing about the business, fool one of the big payment processors such as Neteller to not only give them a merchant account, but even to offer a special promotion on their website.
It can have a well designed website, and an alluring casino name, something like Ministering Angel perhaps, but be as far from an online casino business as it is possible to get.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Can they really take my money?
Yes.
Online casinos are mostly unregulated and can do anything they want.
Fortunately the reputable ones usually act in a responsible & fair manor.

If not this is a major scandal for a such a big casino?
Big casino? I think not. More like a tiny casino.

I think your only course of action here is to Pitch-a-Bitch and see what MaxD can find out for you.

Welcome to the forum, and good luck. :thumbsup:
KK
 

carlvallda

Dormant account
Joined
Jun 12, 2009
Location
Sweden
I have heard people played at this casino before with no problem.. According to the CS they automatically block accounts and require documents for fist time major winnings... I have been waiting 2 business days now for response and nothing yet... the support say that risk department is working with the documents for several customers and that why it is delayd... I really hope that i will get my money,
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Well, if their policy is to automatically block accounts while awaiting verification of your security documents, I wouldn't panic just yet. This may in fact be a preferrable policy than to allow a player they have not yet reviewed security documents to make further deposits. They would be capable of paying your winnings without ever unblocking your account, a course of action casinos sometimes choose if they don't like the way a player plays. Sounds more like you were lucky, a condition some casinos seems to consider an undesirable trait:eek:

At least one reputable casino I played at told me it was 2 to 5 business days (although it ended up being much shorter) to do the verification and pay out, and I believe some casinos use such policies to delay payments and help manage their cash flow.

Keep after them, and if you haven't had your payment processed in a week, I would Pitch-a-Bitch.
 

carlvallda

Dormant account
Joined
Jun 12, 2009
Location
Sweden
Just want to say that after sending my documents they have now unblocked my account and the problem is resolved! I have continued to play and made a new cash out...The CS told me that this was just an ordinary Security check for bigger winnings...Tower gaming casino is thereby a safe option and takes fairness and loyality into consideration! Looking forward for the fast cash out according to their terms now... :)
 

Balky

Senior Member
Joined
Aug 25, 2007
Location
Croatia
I played Tower Poker and tried out the Casino a few times. Tower Poker and Casino are connected within one site. I never had any problems cashing out and I dont think you have to worry about being paid after they review your security docs. Btw in the lower limits you can make good profit in the Poker section with patient play, cuz there are many maniacs and bluffers at the tables.

Cheers Balky
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Just want to say that after sending my documents they have now unblocked my account and the problem is resolved! I have continued to play and made a new cash out...The CS told me that this was just an ordinary Security check for bigger winnings...Tower gaming casino is thereby a safe option and takes fairness and loyality into consideration! Looking forward for the fast cash out according to their terms now... :)

Normal policy:eek:

Normal BULLSHIT - have you forgotten this from them:-

As response one day later they send me an email that they have blocked my account and that the decision is final based on my seasonal history.

This is NOT a "routine security check", it is more the posturing that casinos do as a prelude to confiscating your winnings.

The key "bullshit phrases" are:-

1) they have blocked my account
2) the decision is final (sometimes a reason is given, as in this case - often a "bullshit" reason).

IF their decision was final, it was somehow "unfinalled" when you protested, sent in documents, etc.

If this WERE "normal procedure" for a large win, you would have been sent a POSITIVE email, perhaps a congratulation on your win, but with a request that you send in documents for your withdrawal to be processed.
It looks like you received a very NEGATIVE email, conveying the fear to you of not getting paid.

The ONLY real regulation for this industry is word of mouth. Players and webmasters earn respect, and the more respect they earn, the more weight their opinions carry.

Rogue casinos will often "try it on" to see what they can get away with. Some players will simply walk away from their winnings, especially small amounts. When the stakes are higher, casinos have to have a reason not to pay, and be able to withstand any challenges to their reasoning. maxD and the PAB process is a big challenge, and many "final decisions" have been overturned by the intervention of Max. Those that stand, and especially those where Max agrees with the casino, are the ones that count as the casino behaving in a reasonable manner. Some basic statistics released by eCogra, for complaints made against it's members, showed that the casino's "final decision" was the right one in only 50% of cases, and there are many here who would say this includes decisions that really should have been reversed in favour of the player.
In contrast, big companies here in the UK, when placed in the "hot seat" by consumer programmes, usually quote the number of times they got it wrong as "under 1%", a performance considerably better than that of online casinos in general.
 

rikkerbuddy

Dormant account
Joined
Jan 15, 2009
Location
canada
my experiance

I know when I won big they asked for doc's I sent them and all was great. I even got a dinner for two out of it. CS has always been great to me on Tower. I never got spam from them ever - like a lot of other casinos:rolleyes:

I do like the fact that they asked me for my doc's before they let me cash out a large amount - it lets me know there is security.

I have never had an issue with Tower and have always been great to me and my players.
 

rikkerbuddy

Dormant account
Joined
Jan 15, 2009
Location
canada
follow up

Not sure why you are being so harsh???? Tower has been a stand up casino for a long time. Security checks are standard at least they should be. It also looks like this issue was resolved very quickly and the original poster says it was taken of.
I have a ton of respect for your opinion but when you make such a harsh comment makes all good and respected Casinos look bad. IMO




Eh:confused:



You can never really tell how big or small an online casino is. A bunch of crooks could set up a casino website, know nothing about the business, fool one of the big payment processors such as Neteller to not only give them a merchant account, but even to offer a special promotion on their website.
It can have a well designed website, and an alluring casino name, something like Ministering Angel perhaps, but be as far from an online casino business as it is possible to get.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Not sure why you are being so harsh???? Tower has been a stand up casino for a long time. Security checks are standard at least they should be. It also looks like this issue was resolved very quickly and the original poster says it was taken of.
I have a ton of respect for your opinion but when you make such a harsh comment makes all good and respected Casinos look bad. IMO

Security checks are standard, but sending the player a "bullshit email" most certainly is not.

This player was sent:-

As response one day later they send me an email that they have blocked my account and that the decision is final based on my seasonal history. I sent them an email and asked whats wrong and how can they do this? I have not done anything against the terms?

This was BEFORE any documents were sent, hell, they didn't even ask for them, they locked his account for "seasonal history" WTF:confused:

Only when CHALLENGED did they review the documents, and eventually made payment. If this player had NOT challenged their FINAL DECISION, would he have been paid?

I get CONSTANT spam for Tower Gaming, and this DOES create a VERY negative impression when I ONLY get the spam, but hear little or nothing about the casino, sportsbook, or pokerroom.

Casinos that turn a blind eye to spammers, WHOM THEY PAY when their spam nets players, are at least ethically challenged. They are prepared to break anti-spam and privacy laws, why should this give me confidence they will adhere to other laws.

There is NO tough regulation in this industry, if a casino is determined to screw you over, there is little you can do about it.

In this case, this player should NOT have received a "bullshit email" about final decisions and "seasonal history", but should have received a request to submit documents for a security check, and this communication should ALSO have explained that his account was TEMPORARILY locked solely to allow the document checks to run their course.

The fact that the OP even started this thread shows that the email put him in fear of not getting paid.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
WTF does "seasonal history" mean?????

Ive never heard it before in online casino terms, and I have no idea what it might mean....??

I agree about the SPAM too....I get loads of it all the time and I wouldnt deposit with Tower when there are operators like 32Red and Buzzluck around.
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
WTF does "seasonal history" mean?????

Ive never heard it before in online casino terms, and I have no idea what it might mean....??

I agree about the SPAM too....I get loads of it all the time and I wouldnt deposit with Tower when there are operators like 32Red and Buzzluck around.

WTF does "seasonal history" mean?????:):):) my read on this is that they want to go steady with the player [like a high school ' er ]
 

Lucy-Tower

Dormant account
Joined
Jun 22, 2009
Location
Top of the Tower
Hi there,

Let me introduce myself, my name is Lucy and I am a Tower Casino Rep. I wanted to give you some reassurance that our casino has a solid reputation and we wouldnt jeopardise this by unnecessarily blocking someones account without good reason.
When we require a security check it is exactly that, we ask for standard documents and have them reviewed by our security department to ensure that your details are correct, this can take a few business days. If everything is accurate the account is unblocked and the cash-out process can continue.

Vinylweatherman if you do not want to receive our newsletters you can unsubscribe yourself, simply by going into your User Profile and unchecking the boxes on the bottom right that you do not wish to receive. We give our players the ability to control what news they want to receive.

If any of you have further questions please ask and I will do my best to explain how we operate. I would also like to say that our CS department is dedicated to ensuring that our players are happy and have any problems resolved. We also encourage our players to give us feedback and/or suggestions to help improve your gaming experience. :)

Kind regards,

Lucy
Tower Gaming Casino Rep.
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
Hi there,

Let me introduce myself, my name is Lucy and I am a Tower Casino Rep. I wanted to give you some reassurance that our casino has a solid reputation and we wouldnt jeopardise this by unnecessarily blocking someones account without good reason.
When we require a security check it is exactly that, we ask for standard documents and have them reviewed by our security department to ensure that your details are correct, this can take a few business days. If everything is accurate the account is unblocked and the cash-out process can continue.

Vinylweatherman if you do not want to receive our newsletters you can unsubscribe yourself, simply by going into your User Profile and unchecking the boxes on the bottom right that you do not wish to receive. We give our players the ability to control what news they want to receive.

If any of you have further questions please ask and I will do my best to explain how we operate. I would also like to say that our CS department is dedicated to ensuring that our players are happy and have any problems resolved. We also encourage our players to give us feedback and/or suggestions to help improve your gaming experience. :)

Kind regards,

Lucy
Tower Gaming Casino Rep.

Hiya Lucy
Welcome to Casinomeisters House he has alot of critters running around here
what I do not understand is the locking of the accounts that seems a bit much what are they gonna do walk away with nothing
there is no reason to lock a players account as you wait on security documents
if I found my account Locked an I knew 100% that I did no wrong as soon as this locked problem was resolved I an my ewallet would walk right away an not look back you are making a player feel guilty for no reason there is no need to lock a account an if you are blocking said account to check their documents then in fact they are being locked unnecessarily blocking someones account
I mean they cannot cash out till they get the green light from yall
also what if they decide well I will play some more while I am waiting log in an see it locked an go WTF why did they do that

I think you would get many more repeat depositers if you infact did not unnecessarily block someones account IMO

Good Luck
Cindy:rolleyes:
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Hi there,

Let me introduce myself, my name is Lucy and I am a Tower Casino Rep. I wanted to give you some reassurance that our casino has a solid reputation and we wouldnt jeopardise this by unnecessarily blocking someones account without good reason.
When we require a security check it is exactly that, we ask for standard documents and have them reviewed by our security department to ensure that your details are correct, this can take a few business days. If everything is accurate the account is unblocked and the cash-out process can continue.

Vinylweatherman if you do not want to receive our newsletters you can unsubscribe yourself, simply by going into your User Profile and unchecking the boxes on the bottom right that you do not wish to receive. We give our players the ability to control what news they want to receive.

If any of you have further questions please ask and I will do my best to explain how we operate. I would also like to say that our CS department is dedicated to ensuring that our players are happy and have any problems resolved. We also encourage our players to give us feedback and/or suggestions to help improve your gaming experience. :)

Kind regards,

Lucy
Tower Gaming Casino Rep.

Hi Lucy,

You might have earned your reputation the hard way but it will melt away easily if things are handled the way the OP stated in his original post. I dont think it would be fair to comment too much on this case especially as it has been resolved though the way the OP worded his 2 posts praising the casino was strange to say the least. Maybe I am just being a bit cynical.

It would help if Lucy could send a version of the original email to the OP on the blocking of accounts and that the decision was final. Probably it is a case of using the wrong words/phrases. I dont know.
 

Lucy-Tower

Dormant account
Joined
Jun 22, 2009
Location
Top of the Tower
Thank you for your responses and warm welcome. I've done some further investigating into the specific issue, and I would like to clarify that there was an error on our behalf in the initial message that was sent. One of our agents responded incorrectly by saying that the block was permanent when in fact it was only temporary. I apologise to Carlvallda for the confusion and am happy that this problem was quickly resolved. Sometimes misunderstandings can occur, we're only human :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Thank you for your responses and warm welcome. I've done some further investigating into the specific issue, and I would like to clarify that there was an error on our behalf in the initial message that was sent. One of our agents responded incorrectly by saying that the block was permanent when in fact it was only temporary. I apologise to Carlvallda for the confusion and am happy that this problem was quickly resolved. Sometimes misunderstandings can occur, we're only human :)

This is no minor error. In the player community, this is effectively an accusation of fraud against the player by the casino.

The use of "seasonal history" as a reason for the block is inconsistent with the explanation that this is routine procedure.

Your agents should be EXTRA careful with this routine process, since this is when the bond of trust between player & casino is zero, since it has to be earned onward from this point of first contact.

Although I have received some of the Tower gaming newsletter, I would like to know who sold/gave you my email address - I never gave it to Tower gaming myself, have never played at Tower gaming, and never registered so much as a free play account.

To simply use the "unsubscribe" service is sheer stupidity under these circumstances, and it looks a very naive suggestion, especially coming from someone in the industry.

Reading various articles, I have found that using the "unsubscribe" service from something that has come as spam is the WORST POSSIBLE thing one can do, since it serves to mark the email address as "live", instantly increasing it's resale value in the spammer community, and as a result, making it a target of even more spam.

I would ONLY unsubscribe from something I remember subscribing to in the first place, and even this might not be safe.
 

Lucy-Tower

Dormant account
Joined
Jun 22, 2009
Location
Top of the Tower
I appreciate the response Vinylweatherman and I should have cleared up the
"seasonal history" comment, this was misread by the player it actually
read "session history", which is a routine security check. You are
correct that first impressions are very important and we take this very
seriously. We are implementing new checks and balances to ensure this does
not happen again. Each and every player is important to us.

In regards to your e-mail, I am not sure what you are referring to. In
order for me to look into this could you please send me the e-mail in
question (via PM). We do not tolerate spam and this way I can find out who
the sender is and make sure you are not sent any further e-mails.

I really do appreciate your input as we are always striving to improve.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I appreciate the response Vinylweatherman and I should have cleared up the
"seasonal history" comment, this was misread by the player it actually
read "session history", which is a routine security check. You are
correct that first impressions are very important and we take this very
seriously. We are implementing new checks and balances to ensure this does
not happen again. Each and every player is important to us.

In regards to your e-mail, I am not sure what you are referring to. In
order for me to look into this could you please send me the e-mail in
question (via PM). We do not tolerate spam and this way I can find out who
the sender is and make sure you are not sent any further e-mails.

I really do appreciate your input as we are always striving to improve.

I will keep an eye out for the next spam that mentions Tower Gaming.

Session history does make sense, however, this expression should NEVER be used for a routine request for documents, especially when your system temporarily locks accounts.
The problem is that "session history" usually means that the casino didn't like the way a player played, usually with a bonus involved, and is usually followed by a sanction for this "bonus abuse". This is going to scare players, who believe that "security" are going through their playing logs to see if they are able to identify breaches of bonus rules. Outcomes are rarely good for the player under these circumstances.

Having said this, it is GOOD that a casino is getting the ID details sorted BEFORE the player wins big & then has a hell of a time cashing out. It does seem you cannot please everybody, and players who never have trouble getting their documents accepted probably resent the delay, but for players whose documents are non-standard (disabled, can't drive, no passport etc) it is a very good idea to find out from the start whether they are going to be allowed to play at a particular casino. So long as the approval process is swift, the delay experienced should be relatively brief.
 

Lucy-Tower

Dormant account
Joined
Jun 22, 2009
Location
Top of the Tower
Vinylweatherman, may I assure you that 'session history' is not part of our routine security check, this was part of the error made by one of our agents. Let me emphasise that I will have measures taken to avoid such an error from occurring again.

We also understand that this is a time of inconvenience for our players and therefore do our best to process it as quickly as possible.
 
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