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[ROGUE] TajmahalPalaceCasino are crooks of the highest order

Discussion in 'Casino Complaints - Bonus Issues' started by TomT, Nov 16, 2006.

    Nov 16, 2006
  1. TomT

    TomT Dormant account

    Occupation:
    Internet services
    Location:
    Vancouver, WA
    Don't touch these guys with a 10 ft pole, people.


    This one is just too ridiculous. If I wasn't so infuriated, I'd laugh... or cry. I apologize for the length of it, but they really dragged me through the meat grinder on this one and I just wanted to give the play-by-play. This has to be the finest example of run-around ever.

    On Sept 3 of this year I played some blackjack at Tajmahalpalacecasino.com and had some awesome luck playing blackjack. I deposited $400, got their $400 match bonus and went on to turn that into $5,058! Best luck I ever had at the casinos. I was on top of the world. I put in for a cashout of the full amount on Sept 8 and began to wait. Here is the sequence of events that unfolded, check this out:


    (1) On Sept 10 I received an email from them:

    "Dear Tom,
    Thank you for your email.
    Account Department are working hours monday to friday.
    The withdrawal process takes 4-7 business days."


    (2) So I waited a few days... all excited. Then I emailed them again just to see how the cashout was progressing. Got this back on Sept 16:

    "Dear Tom,
    Thank you for your reply,
    Sorry for the misunderstanding,your withdrawal will be processed within 4-7 days.I will follow up on Monday with accounts department exactly when it will be processed."

    ... Hmmm, still 4-7 days. This is what they told me 6 days ago. Oh well...


    (3) After waiting a few days, I emailed them again. The response came almost a week later:

    "Dear Tom,
    Thank you for your email,
    Our account management is not in today they will be on tomorrow
    morning.I put your email as follow up.
    Regards,
    Casino Support Team "


    (4) By this time I'm sensing "run-around" and I'm getting a little testy. I send this email back on the 26th directly to Taj casino and to their 3rd party player support (You must register/login in order to see the link.

    "What is going on with my withdrawal???? 2 and a half weeks ago you told me
    it would be "4-7 days"."


    (5) I get this response back the next day (Sept 27) from the 3rd party player support:

    "Hello Thomas,
    Thank you for contacting Player Support. Unfortunately for any cashier
    questions you will have to contact Casinotajmahalpalace at
    This email is not visible to you. this is because they deal with their own
    cashier support. I apologize for any inconvenience this may have caused you
    and if there is anything else we can do for you please feel free to contact us
    again.
    Sincerely,
    James"


    (6) On Oct 1 I get this from the 3rd party player support:

    "Tom,
    Thanks for contacting Player Support.
    I apologize for the extended delays regarding your withdrawal as well as the
    delays in communicating with This email is not visible to you.
    Our records on your account do show there may be an ID verification process
    involved/requested of you in order to make a successful withdrawal.
    For now, I will forward your issue to our own managament, and hopefully they
    can look into this and get a fast(er) resolve and solution.
    Sincerely,
    Emmie"


    ... oh so they need ID? OK, no problem. About time they tell me though... it's been almost a month since I requested the cashout. I'm getting a little bit pissed by now. It seems like a classic "stalling" tactic to me (wait a month and *then* tell the player that they need ID documents)... plus the fact that it now seems like Tajmahal casino itself takes about a week or so to answer one email. I'm not happy at this point.


    (7) SO that very day I sent their requested ID documents - drivers license and utility bills. Here is the reply from the 3rd party player support 2 days later on Oct 3:

    "Hello Thomas,
    Thank you for contacting Player Support. Unfortunately the cashier your of
    Casinotajmahal is handling this matter. It seems to be that your address does
    not match the address on your drivers lisence.For more information regarding
    this you will have to contact This email is not visible to you.. Thank you again
    for contacting us and if there is anything else please feel free to contact us
    again.
    Sincerely,
    James"

    ... true enough on the address discrepancy. In the time since I had my license made, I've moved to a new place here in the city. My current address is reflected in the utility bills of course. On the reverse of my license is an official Change of Address Sticker bearing my current address, so I took a scan of that and sent that to them on Oct 8 (I had went away for a few days between the 3rd and the 8th). Meanwhile - patience level decreasing all the while.


    (8) 4 days later on Oct 12 I get a reply back from Tajmahal casino itself:

    "Dear Tom,
    Thank you for the scanned back of the license. But we still require 2
    exactly the same address as in you license that should be in utility bill if
    you won`t provide two utility bills by Mon 16 Oct we will close the account.
    Regards,
    Accounts Department"

    ... huh??? I had already sent them 2 utility bills from my current address, which matches the current address shown on the reverse of my license. And now they say they're going to close the account??!! What the...?? I replied back, I was pissed and I let them have it. They were going to close the account? I was freaking. Next thing you know, their email address (cashier@casinotajmahalpalace.com) starts bouncing back all my emails. Wonderful.


    (9) The support phone number on the TajmahalPalace site at the time would only get me to the 3rd party player support, who made it clear to me that they didn't handle cashier related issues. But anyhow, I called them and vented... in particular to one fellow Stephane who said he would do what he can to help me out.
    Anyway, finally my emails to Tajmahalpalacecasino get through and I get a reply back on Oct 17:

    "Dear Tom,
    Thank you for your email,
    I apologize for the delay in your reply.
    Please note that we wont close your account but we still require the utility
    bill the same as in your driver license. We are not familiar with US
    Legislation but we need to make sure that we are paying right person. Please
    provide us the utility bill as in your driver license. Thank you for
    understanding.
    Regards,
    Cashier Department"

    ... well, I thought I DID send them utility bills in the same address as my license - the same as reflected on the Change of Address sticker on the back. Blood pressure rising....


    (10) That very day I sent Tajmahalpalacecasino (with a CC to the useless 3rd party player support) an email explaining EVERYTHING again... the change of address sticker on the back of my license, etc... along with attached scans all over again of all the ID documents and utility bills. The reply from Tajmahalpalace casino on Oct 17:

    "Dear Tom,
    We have received you email with the attachment.
    We have you driver license we need only your utility bill, please note that
    your utility address should be the same with the driver license.
    Regards,
    Cashier Department"

    ... Boy oh boy am I ever getting mad at this point. Did they not get my big email with all the scans attached that I just sent???

    (11) Immediately I email back:

    "Did you get my email from yesterday with several utility bills and also a
    bank statement? The address on them confirms my current correct address
    which is on the BACK of my license on the Change of Address sticker."


    (12) 2 days later on Oct 19 I get this back from TajMahalPalace:

    "Dear Tom,
    Thank you for your email,
    We are currently processing your documents. We will inform you if we will
    need more documentation.
    Regards,
    Cashier Department"

    ... ok, this calms me down somewhat. I'm thinking they have it all together now and they just have to do their standard final processing. I'm *hoping* that this is finally straightened out.


    (13) So I wait a few days, sending a couple of emails in the meantime inquiring about progress... no word from them. I email my contact at the 3rd party player support - Stephane:

    "Stephane, it looks like TajMahalPalace is ignoring my
    emails once again. Can you contact them for me and see what's going on. They
    sure don't like paying out winnings to customers, do they."


    (14) On Oct 27, Stephane replies:

    "Hello Tom,
    Thanks for contacting Player Support. Sorry for not getting back to you
    sooner, I take my "weekends" mid-week. Charlene forwarded me your email and I
    have sent it off through our management today.
    Please let me know how it goes with the communication between yourself and
    CasinoTajMahalPalace.com's Cashier people.
    Regards,
    Stphane"

    ... Nice. Real helpful. All the while, I'm emailing TajMahal casino itself trying to get some answers - nobody there is responding. Getting near boiling point here....


    (15) Later that day on the 27th, I get this from TajmahalPalace casino:

    "Dear Tom,
    Thank you for your mail.
    The Accounts department has been advised of your situation and will
    endeavour to process your withdrawal as quickly as possible.
    Please note that all payouts processed by the Accounts department are placed
    in a queue, whereby customers are paid out in the order they request a
    withdrawal and in which required information is received. I trust the
    Accounts department will process all enquiries as quickly as they can, and
    your withdrawal should be ready soon.
    We thank you for your email and appreciate your patience and understanding.
    Regards,
    Casino Support Team"

    ... this calms me down a little, but I'm just not trusting these guys at all.


    (16) So I wait. On Nov 3 I email them asking what is happening. I get this back from the casino:

    "Dear Tom,
    Thank you for your email,
    Please be advised that we cannot process your withdrawal with out proper
    documentation. All the utilities you have sent us are 2 or 3 months old.
    Please send us your current bill with the same address as in your driver
    license.
    Thank you for choosing Taj Mahal Palace.We are committed to providing you
    with the best customer support.
    Sincerely,
    Cashier Support Team"

    ...YAGGGHHHH!!! Here we go again! Are they RETARDED over there??? I try to call my contact Stephane at 3rd party player support... phone number doesn't work anymore. I snap. I send this email to Tajmahal casino with a CC to Stephane at the useless 3rd party support:

    "Good Lord!
    OK, it's clear you guys just don't get it, either that or you haven't read a
    word I've written to you.
    I told you: my driver's license (the front) shows my old address from 3
    years ago. I don't live there anymore, my current
    address is xxxxxxxxxxxxxxxx!! I sent you a scan of the back of my license
    showing an official Change of Address sticker bearing my
    current address. All the utility bills I sent you also show my current
    address. I CANNOT SEND YOU A *CURRENT* UTILITY BILL WITH THE SAME ADDRESS
    SHOWN ON THE FRONT OF MY DRIVERS LICENSE BECAUSE I DON"T LIVE AT THAT
    ADDRESS ANYMORE!!!! THAT WAS 3 YEARS AGO!!!
    WHAT IS IT THAT YOU WANT ????????!!!!!!!! JESUS!!!!!!!"


    (17) On Nov 6 I get an email from Stephane:

    "Here are a few ways we can be of assistance in this matter:
    1) You can forward your proof of address to us and we will ensure that it is
    received and verified. It sounds as though they want a recent utility bill
    which indicates the same address as on your driver's license. You can forward
    this to us at This email is not visible to you. if you'd like. We'll take care of it.
    2) You can reach Taj's Cashier support directly at their toll-free line:
    1-888-222-6311. I've tested the line and got through, but the operator was
    having great difficulty in understanding me. Bad connection.
    Regards,
    Stphane"


    (18) So I immediately email all that stuff to Stephane. He replies:

    "Thank-you very much Thomas,
    My manager will pass this along to Taj, it looks perfect, thank-you again.
    -stphane"


    ...Plus I call that toll-free number that Stephane told me about. I get some guy who can barely speak English, on a line so bad that he sounds a million miles away. He tells me he doesn't handle cashier issues. Nice!


    (19) That same day on Nov 6 I get this from Tajmahal casino:

    "Dear Thomas
    Thank you for contacting Taj Mahal Palace Casino.
    Unfortunately there seems to be an issue with your account, and this matter is currently being investigated by our Accounts/Fraud department. According to our automated system, there seems to be an issue with your account, amongst other possible breaches of the Casino's terms and conditions.
    Until this investigation has been concluded and the matter cleared, your account will remain locked, and all payments withheld.
    Regards,
    Cashier Department"


    ... by this time, I'm fit to be tied. I reply back with this:

    "OK, it's now been 2 months already since I requested this withdrawal - it's
    clear that you just don't want to pay me my rightful winnings. You continue
    to find ways to stall, delay and make excuses.
    - I have met and exceeded your specified wagering requirements
    - I have provided ample ID documentation
    What is the problem now? What is this new "issue" with my account which has
    caused you to lock it? Tell me."


    (20) The casino quickly replies back with this:

    "Dear Tom,
    Thank you for contacting us!
    Your account has been locked due to the Term and Conditions that has not
    been met.
    Management's decision is final and no further discussions will
    be entered into relating to the opening of this account.
    Sincerely,
    Cashier Support Team"

    ... This doesn't explain anything and of course only infuriates me more.


    (21) So I email the casino back demanding to know what "Terms and Conditions" have not been met. I get this back on Nov 10:

    "Dear Thomas,
    Thank you for contacting us!
    Be more specific, your account has been closed due to the Abusive or offensive language will not be tolerated on the chat boards, phone conversation or otherwise by you on Taj Mahal Palace Casino or with Taj Mahal Palace Casino staff. Any violation of this policy will result in a suspension of playing privileges or such other action as may be reasonably required by Taj Mahal Palace Casino to ensure compliance.
    If you still have any questions please do not hesitate to contact us!
    Sincerely,
    Cashier Support Team"

    ... Wha?? Let me get this straight - basically, you're keeping my $5,000 of winnings because I got mad and used some strong language in some of my emails?? Lovely. More like - they never had any intention of paying me from Day 1 and only dragged it out until I inevitably snapped then they said "Oh, you cursed! Can't do that! That's in our Terms and Conditions... now we're not gonna pay you!". I then sent them back another angry email telling them they can't do this, that they're crooks, etc.


    (22) Still on Nov 10, I forward this email from TajMahal to Stephane at 3rd party player support. He replies:

    "Hey Tom,
    Yes, that doesn't look good at all, getting shut down for getting angry when the reason for getting angry was because of the lack of communication and/or run-around you experienced. It's been forwarded. I'll let you know (by email, as you requested) the moment I'm updated. If it isn't today, I will not be seeing managment over the weekend and not until Tuesday morning (because of the Remembrance Day Holiday here in Canada).
    I'll keep in touch,
    -stphane"


    (23) Still Nov 10, I get another reply from Taj casino:

    "Dear Thomas
    Thank you for contacting us!
    After the careful review, we have determined that we cannot approve your withdrawal because of the breaching the Terms and Conditions.
    Although we cannot approve your document verification because your permanent residence does not match your driver license.
    Also you have abused our Support Staff that is breaching our Terms and Conditions!
    If you have any questions please email us anytime,
    Thank you for choosing Taj Mahal Palace Casino!
    Sincerely,
    TAJ Cashier Team"


    (24) I immediately send them this reply:

    "You say my permanent residence address does not match my drivers license? Yes it does. Look at the scan of the back of my license. That is my current
    address. And I sent you several utility bills confirming my current address.
    And you say I've 'abused your support staff with my language'?...
    Well, let's review what has happened:

    (1) I requested the withdrawal on Sept 8.
    (2) I didn't receive any word back from you until a month after that, at
    which time you told me you needed ID documents. You could have told me that
    right away instead of making we wait a month.
    (3) I sent you all the documents you requested. Again you wasted time for a
    few weeks while you said they were "being processed".
    (4) After a few weeks, you tell me that the address on the front of my
    license doesn't match my real current address shown on my utility bills. I
    send a scan of the back of my license which shows an official Change of Address sticker confirming my current address.
    (5) For some bizarre reason, you then you tell me you want to see CURRENT
    utility bills that match the address on the front of my license (which is my
    OLD address). How can I send you current utility bills for an address I do
    not live at anymore? Think about that for a second.
    (6) Furthermore, the whole time this is going on - from Sept 8 until now -
    it takes you about a week usually, to reply to one email from me.
    ....And you wonder why I got angry and frustrated????"


    (25) On the next day (Nov 11) was their reply:

    "Dear Tom,
    Thank you for your email,
    Please note your account is closed. Management's decision is final and no
    further discussions will be entered into relating to the opening of this
    account.
    Thank you for choosing Taj Mahal Palace.We are committed to providing you
    with the best customer support.
    Sincerely,
    Casino Support Team"


    (26) Around this time, Stephane at 3rd party player support informs me that They no longer provide support for TajMahal casino - apparently Taj Casino will do their own support from this time on. So he says there is nothing his office can do. Nice. They were useless anyway so no big loss there.
    On Nov 11 I sent this email to Taj Casino:

    "I've kept a copy of your website and all your terms and conditions... I
    assume you are referring to this section:

    'Abusive or Offensive Language

    Abusive or offensive language will not be tolerated on the chat boards,
    Games, or otherwise by you on Taj Mahal Palace Casino or with Taj Mahal
    Palace Casino staff. Any violation of this policy will result in a
    suspension of playing privileges or such other action as may be reasonably
    required by Taj Mahal Palace Casino to ensure compliance. In addition, you
    are not entitled to make untrue and/or malicious and/or damaging comments
    with regard to the Taj Mahal Palace Casino's operation in any media or
    forum.'

    I am fine with the fact that you closed my account (as according to your
    terms)... but where does it state in your terms that you can withhold money
    that is rightfully mine? I would like to know where it says that.

    So send me my rightful winnings and you can keep the account closed."



    (27) They sent this back the next day:

    "Dear Tom,
    Thank you for contacting us!
    Please note under the terms and conditions is written :

    Taj Mahal Palace Casino shall have the right to reject any wager or withdraw
    any game at its absolute discretion. Taj Mahal Palace Casino will not be
    liable for any loss whatever arising from the cancellation of any Taj Mahal
    Palace Casino game or wager, including any realizable or perceived loss, for
    whatever reason, and/or the chance to participate in Taj Mahal Palace Casino
    online gaming system. Furthermore, Taj Mahal Palace Casino reserves the
    right to terminate any account at any time without reason.
    Management's decision is final and no further discussions will
    be entered into relating to the opening of this account.
    Thank you for choosing Taj Mahal Palace.We are committed to providing you
    with the best customer support.
    Sincerely,
    Cashier Support Team"

    ... so basically according to that, they have the freedom to do whatever they want. If they don't feel like paying someone, they don't have to! If they feel that their 'feelings got hurt' by someone who they owe 5 grand to, they just close up the account! Nice way to run a business... how do I set up escape clauses like this for MY business!


    (28) So finally I replied to them one last time, with naturally much anger and venom. Their reply:

    "Dear Tom,
    Thank you for contacting us!
    Your account is closed and it is final decision! Your deposit has been
    refunded back to your Neteller account.
    As we have already explained to you Abusive or offensive language will not
    be tolerated on the chat boards, Games, or otherwise by you on Taj Mahal
    Palace Casino or with Taj Mahal Palace Casino staff. Any violation of this
    policy will result in a suspension of playing privileges .Casino Management
    has a right close your account and withheld your winnings.
    Thank you for choosing Taj Mahal Palace.We are committed to providing you
    with the best customer support.
    Sincerely,
    TAJ Cashier"


    .. so that's it. That's where I stand right now. They put back to my Neteller account the $400 I originally deposited, but that's a far cry from the $5,058 they owe me.

    Sorry for making this so long everyone, but I just wanted to show you the rigamarole they put me through. I've never experienced or seen anything like this in my whole life. It's pretty unbelievable.


    My only hope now is that the Meister can help me out with this. I've lost so much playing online casinos and I finally hit a big win, and then this. It's pretty hard to take.


    If Casinomeister Bailey is reading this, do you think I have a legitimate 'pitch-a-bitch' Sir?


    Thanks
    Tom
     
    6 people like this.
  2. Nov 16, 2006
  3. Richtree7

    Richtree7 Senior Member

    Occupation:
    Retired but still working
    Location:
    Massachusetts
    That truly is a shame...

    I can understand your frustration. Sounds like a bunch of thieves running that site...
     
  4. Nov 17, 2006
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Incompetence to the point of being deliberate.

    This certainly looks like deliberate incompetence designed to result in them not having to pay out what are legitimate winnings under original terms and conditions.
    They didn't seem to understand the simplest of statements in the E-mails, or even read most of them, their phone support barely spoke English, yet they market to English speaking players. Oddly, they seem able to grasp anger and abusive language in English despite being unable to understand the meaning of a simple explanation of how to interpret the US legal document (drivers licence), given that they themselves state they are not familiar with how the document would look. (How the hell (oops, that's my account locked then:D ), could they then expect to verify the validity of any documentation.

    The one thing that convinces me they never intended to pay is the fact that they repeatedly fail to enable you to communicate with them by obscure trickery, "takes her weekends mid week", "the CASHIER support phone number does NOT DEAL with cashier issues". After all that, they try to close your account because THEY have taken too long to receive and verify all your documents and communications. (It took you several E-mails and calls to force them to reveal that they wanted documents in the first place).

    Is it any wonder that the US Senate was able to get broad agreement that something had to be done NOW, even if they had to resort to "dirty tactics" to get it through the last session.

    This casino should be added to "not recommended" at least on the basis of this incredibly incompetent CS alone. If it can be proved this was a deliberate attempt to avoid paying out on a genuine win not in breach of any T & C, then roguedom should be considered.

    It would be best to stick to the better operators, which is difficult admittedly for US players. It has already been suggested that the mass pulling out of the US market by the top operators has left a vacuum that the disreputable and incompetent are only too willing to fill. Sadly, there is probably little that can be done, as they really are able to "do what they like" with little or no repercussions.
     
    3 people like this.
  6. Nov 17, 2006
  7. Westland Bowl

    Westland Bowl Tin Foil Hat Club Member CAG PABnonaccred

    Occupation:
    not applicable
    Location:
    America
    This makes me wish there was a vigilante Rogue Casinos Hacker Swat Team to shut down casinos such as this through high-level intrusion into their computers to shut them down completely.:D

    Maybe the Star Trek-like transporter hasn't been invented yet because then pissed players can instantly deal in person with the "incompetent" online casino staff right then and there. AND a transporter like that would solve US players problem of being in US while doing online gambling! :D :thumbsup:
     
  8. Nov 17, 2006
  9. henryVIII

    henryVIII Dormant account

    Occupation:
    teacher
    Location:
    UK
    Just appaling.
     
  10. Nov 17, 2006
  11. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    My blood pressure kept going up as I scrolled down reading the totally unacceptable treatment that TomT was subjected to by this nasty, cheating two-bit operation Taj Mahal Palace, and compounding that was the clearly complicit behaviour of the so-called support centre and the software provider.

    Unfortunately, this is not the first time that licensees of this low calibre have indulged in this delaying and finally disqualifying technique. This is the sort of treatment you can expect from underfunded and unpoliced (by the software provider) low-lifes who shouldn't be in this business at all.

    I hope that TomT broadcasts this far and wide as a warning to others who may then be able to avoid being jerked around and seriously prejudiced like this.

    It is disgraceful, and I predict that this sort of bad casino practice will ensure these thieves do not last long.

    Unfortunately, by that time they will have hurt a lot of decent people who mistakenly went to them for gambling entertainment.

    P.S. I see the owners claim a Malta address - but I don't see the LGA-licensed logo anywhere so they probably have not licensed there. That is a pity, because the LGA compliance officer is active and has solved complaints from players against Maltese-policed casinos.

    "This casino You must register/login in order to see the link. is wholly owned and operated by:

    Taj Mahal Services Ltd.
    14/19 Strait Street,
    Vincenti Buildings,
    Valletta VLT 08, Malta

    Thank you,
    Taj Mahal Palace Management."
     
    Last edited by a moderator: Nov 17, 2006
    1 person likes this.
  12. Nov 17, 2006
  13. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I see Club Cash is the loyalty program - is this a Futurebet powered online casino?
     
  14. Nov 17, 2006
  15. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    There are plenty of other gambling related businesses registered at 14/19 Strait Street. It is probably just a mailbox.
     
  16. Nov 17, 2006
  17. Lord_Have_Mercy

    Lord_Have_Mercy Quit Gambling

    Location:
    Parts, Unknown
    This has totally pissed me off as well. TomT don't let this rest. We as players here should and will try and help you get your money. This is a shame!!!
     
  18. Nov 17, 2006
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Oh Dear!

    OK, I have found who "regulates" this outfit, and it really does NOT look good!

    Taj Mahal Palace Casino is a SafeBet certified online casino which means our online casino games are independently tested by a well-respected, non-profit gaming organization. Safebet membership for online casinos requires sufficient resources to operate at the highest standards and fair play.

    SafeBet are in the rogues gallery as a "Fake watchdog site".
    This is the only claim I can see to it being regulated. The software is not disclosed either, could be anything, but I would suspect RTG. Naturally, TomT should be able to enlighten.

    Here is the promotion they offer:-

    Get 2 HUGE BONUSES when you join TAJ MAHAL Palace worth an INCREDIBLE $888 FREE!!


    Bonus 1: 100% FREE up to $400 with your initial deposit in the casino
    (Coupon Code: JACKPOT1)
    Bonus 2: 100% FREE up to $488 with your second deposit in the casino
    (Coupon Code: JACKPOT2)

    One thing is missing, the DAMN TERMS AND CONDITIONS - I cannot see them anywhere!!!! I am sure they are buried, but they are not accessible from the promotions page at all, not even one of the links in small print at the bottom!
    Ah found them, christ! they are buried AFTER all the small print, in the smaller print of the copyright notice!

    Interesting, they have several terms relating to the software going wrong, one of which states that should the casino believe the player deliberately manipulated the odds, or took advantage of the software, they are liable to PAY to have the software fixed!
    They also state that the laws of Curaco apply (not Malta). The bonus terms are rather vague, seems only Roulette and Craps are not counted, and some stuff about real money and bonus money being played in a ratio determined by the casino.
    If anyone is aware of an error in the software, or an incompleteness, they must inform the company in writing; well, this seems to be an open invitation, if someone were to post an error on the forum, all members who play, or feel they might play in future, are duty bound to inform the casino of this as once they read it, they are themselves aware of the problem - that could be a lot of mail for them:D
     
  20. Nov 17, 2006
  21. Westland Bowl

    Westland Bowl Tin Foil Hat Club Member CAG PABnonaccred

    Occupation:
    not applicable
    Location:
    America
    The screenshots of their blackjack game is not recognizable to me. It doesn't look like either RTG or Playtech or MG or any others I've seen.
     
  22. Nov 17, 2006
  23. POlka78

    POlka78 Dormant account

    Occupation:
    Student
    Location:
    Herne
    The screenshot is from Futurebet BJ.
     
  24. Nov 17, 2006
  25. WAYLANDER

    WAYLANDER Full Member webmeister

    Occupation:
    Garden buildings installer S/E / Poker
    Location:
    uk
    Absolutely disgraceful behaviour!

    It still astounds me how these operations can get away with this complete and utter bullshit!

    WAYLANDER
     
  26. Nov 17, 2006
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Good enough reason

    Good enough reason not to play there then. Clearly there was never any intention to do other than refund the deposit, maybe they simply could not afford to pay!

    I thought SafeBet was an RTG fake, seems other casinos use it now.
     
  28. Nov 17, 2006
  29. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    I scanned this briefly last night, then just read it again very closely now. I'm with Jetset, my blood pressure rose and the cup of coffee I just drank is churning in my stomach. IF everything that Tom has written is true, then this needs to be broadcast far and wide...and whoever said that everyone should get behind this player is correct. This has got to be one of the most blatant abuses of T & C's that I have ever seen, not to mention the (perhaps intentional) inept customer service and management. I am disgusted. :mad:

    Bryan, Spear, Jet...I hope that one or all of you knows someone who can look into this.
     
  30. Nov 18, 2006
  31. TomT

    TomT Dormant account

    Occupation:
    Internet services
    Location:
    Vancouver, WA
    Thanks for the support everyone... yeah, it's pretty maddening.

    I just had a thought - do you think I should send an email to TajMahal Casino with a link to this thread here? Maybe if they see that I'm not taking this lying down it might light a fire under them?

    Thanks
    TomT
     
  32. Nov 18, 2006
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Might as well, but maybe not yet.

    This would be a good approach, BUT make sure you have exhausted all other avenues before doing so.
    They will NEVER let you play there again once they find out about this thread, but I don't think that would worry you:D
    They may still not budge, only a small number of players are members of Casinomeister, however posting on other forums will widen the coverage, but be patient while they have your money (it's a lot to lose).
    Keep all those E-mails, and make sure that you construct a good storyline of the whole event. There are many players who take advantage of casinos by posting in forums in order to extract money that they are not entitled to, and this is something that members here have to be aware of. My own stance is "innocent before proven guilty" - the opposite to how many casinos seem to operate.

    You have admitted that you got angry with staff, and probably used an "offensive" approach, however, the staff were rude and incompetent BEFORE you got angry, so they brought on the situation whereby you snapped and breached the terms.

    I am surprised they didn't ask for a Notarised copy of the documents since they didn't understand the issuing system (their own admission), then they would have had the official sticker & accompanying documents notarised and couldn't wriggle out of paying so easily.
     
  34. Nov 18, 2006
  35. POlka78

    POlka78 Dormant account

    Occupation:
    Student
    Location:
    Herne
    Lets see what the Meister has to say before you declare war. Making things public to a large audience is the players best weapon dont use it too early and burn bridges. When a mediator like the meister fails give them terror.

    Take a look wich affiliates promote them tell them your story and do the forum walk.
     
  36. Nov 18, 2006
  37. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    Thanks for the warning! Hope casinomeister can help you out.
     
  38. Nov 20, 2006
  39. happygobrokey

    happygobrokey Dormant account

    Occupation:
    student of life
    Location:
    canada
    you didn't get a new licence card for three years? isn't there a law about changing your id within a period of time? i assume you were waiting for it to expire or not sure if you were planning to stay at your new address, but not getting a new licence for three years after moving? obviously these guys are at fault for taking you down the garden path, but if i was waiting on a 5000 cashout, i would have made a point to go downtown and drop the 25-50 bucks on a new licence card in order that the addresses match.

    related matter, an expired id will not serve to get you in a bar or buy a pack of smokes, even though it still clearly depicts you and your birthday is not going to change. in my jurisdiction, there is even a sticker issued once you renew the licence that the id is "valid for photo identification only" pending delivery of the new card, but it still isn't good enough.

    of course in the case of a casino they don't care where the deposit comes from, but come time to fork over then it becomes a little game. in your casino's t&c they talk about "and do whatever else is reasonable to secure our integrity" or to that effect, i would inquire how you libelled them to the tune that withholding your 5000 is reasonable, you only ever cursed them to their personal emails and not the general public, let alone that it was only after a very unreasonable delay that you became incensed to the point of resorting to such crude language.

    they better pay, s'criminal! but seriously, take a cue from tomt's plight and update your licence when you move!!
     

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