TG.Casino - A conta do jogador foi encerrada, bloqueando fundos.

I am submitting this complaint as a VIP player at TG.Casino who has been denied access to my legitimate winnings.

Facts:

My account balance shows 453.7 ETH (~$2,093,908.35 USD).

I attempted multiple times to withdraw these funds to my Ethereum wallet, but the withdrawal process would not complete.

I provided full proof: timestamped videos, screenshots, and my balance clearly visible.

TG.Casino then requested full KYC (ID, selfie, proof of address), which I submitted in good faith.

Instead of processing my withdrawal, TG.Casino closed my account entirely, locking me out of my funds.

Why this is unfair:

If TG.Casino’s internal back-office system does not match the balance displayed to me, that is their system error, not mine.

Closing a player’s account after showing proof of balance is highly suspicious and unacceptable for a licensed casino.

I have given TG.Casino more than 72 hours to resolve this, yet they continue to delay.

Requested Resolution:

I request the immediate release of my full winnings:

453.7 ETH (~$2,093,908.35 USD)

to my Ethereum wallet: 0xFd45983661D748e57B2311c93b5687E0D8a4cf2d

If TG.Casino does not resolve this, I will continue escalating to:

The Curaçao Gaming Authority (their regulator, License OGL/2024/1718/0938).

Public reviews across forums and watchdog sites.

Legal representatives to recover funds and damages.

Players should be warned: if TG.Casino can close an account and block a $2M+ payout even after full KYC and proof, this raises serious concerns about their trustworthiness.

Sincerely,

K. G.

📧 [email address hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification, or was your account blocked due to a failed identity check?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports bets?
• Did you play with or without an active bonus?
• Has the casino specified why your account was closed? Could you also please explain in more detail the discrepancy between the balance shown to you and the one recorded in the casino’s system?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika,

Thank you for your quick response and willingness to assist with this matter. Please find my answers below:

Have you made any successful withdrawals from this casino before?

Yes. I successfully withdrew just over 52 ETH previously, and the payment was processed within 12 hours without any issues.

Have you completed the full KYC verification, or was your account blocked due to a failed identity check?

My account was closed prior to completing KYC. I have now completed full KYC verification successfully, as confirmed by TG.Casino via email. Despite this approval, my account remains closed, preventing me from accessing my balance.

What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports bets?

I played mainly live casino games (roulette and blackjack) and some slots. I did not place sports bets.

Did you play with or without an active bonus?

I played without an active bonus. My balance was accumulated entirely with my own deposited funds and winnings.

Has the casino specified why your account was closed? Could you also please explain in more detail the discrepancy between the balance shown to you and the one recorded in the casino’s system?

The casino has not provided any valid reason for the account closure. On my side, the balance clearly shows 453.7 ETH (~$2,093,908.35 USD / ~£1,582,129.03 GBP) in the wallet. I have submitted timestamped videos and screenshots proving my balance and repeated withdrawal attempts. TG.Casino’s back office has claimed they "cannot trace" the balance, but I have direct proof from my account dashboard.

I am fully prepared to provide you with screenshots, videos, and copies of TG.Casino’s emails confirming my KYC approval, acknowledgment of my balance, and repeated delays.

Thank you again for your assistance. I truly hope CasinoGuru can help resolve this case and ensure TG.Casino honors their obligations.

Kind regards,

K. G.

Please forward me all the communication between you and the casino regarding the balance in your account at veronika.f@casino.guru. Kindly include screenshots of your gaming history and transaction history confirming the winnings you had to accumulate the balance of 453.7 ETH.

Hello Veronika,

As requested, I am forwarding you all relevant communication between myself and TG Casino regarding the balance in my account.

Please find attached:

Email correspondence with TG Casino support regarding my withdrawal attempts and account closure.

Screenshots of my gaming history and transaction history confirming the winnings I accumulated, which resulted in a balance of 453.7 ETH.

Additional video and screenshot evidence showing the balance displayed in my account, together with timestamps.

I trust this will help clarify the situation. Please let me know if you require any further information or additional documentation.

Kind regards,

[personal information hidden by Casino Guru]

all has been sent to your email let me know if there’s any more info required or any issues

Thank you very much, Kipereqq1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Kipereqq1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TG.Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

Hi there,

After reviewing this case, we confirm that the player’s account was closed due to a breach of our Terms & Conditions. The account will remain closed.

Kind regards,

TG.Casino Team

Thank you for the update TG.Casino representative. Would it be possible to provide me with evidence of the violation of terms and conditions? If needed, you can forward any information to my email. (peter.c@casino.guru) All information will be kept confidential and will be used for our internal purposes only. Thank you in advance for your cooperation!

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

Hi there,

We’ve sent the relevant evidence to Peter for his review.

Kind regards,

TG.Casino Team

Dear TG.Casino representative, I was not able to locate the evidence. Would it be possible to resend it to my email? (peter.c@casino.guru) Thank you in advance!

Thank you for providing me with the evidence representative.

Dear Kipereqq1, The casino has provided us with a detailed record of both your transaction and betting history, and after a thorough review, we can confirm that there are no indications of the winnings you have referenced being accumulated or credited to your account. The information supplied by the casino reflects all relevant activity associated with your account, including deposits, wagers, and withdrawals, and no discrepancies have been identified in relation to the claimed amount.

As such, there is no evidentiary basis upon which the casino would be required to issue payment for the disputed winnings. Given the absence of any record supporting the claim, we regret to inform you that your complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter