TomT
Dormant account
- Joined
- Nov 11, 2006
- 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 (www.playersupport.com):
"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
cashier@casinotajmahalpalace.com 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 cashier@casinotajmahalpalace.com
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 Cashier@casinotajmahalpalce.com. 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 playersupport@gmail.com 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
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 (www.playersupport.com):
"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
cashier@casinotajmahalpalace.com 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 cashier@casinotajmahalpalace.com
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 Cashier@casinotajmahalpalce.com. 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 playersupport@gmail.com 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
), could they then expect to verify the validity of any documentation.
