TG.Casino - Os fundos do jogador foram confiscados após o encerramento da conta.

Hi,

I had around $6000 in my account when trying to withdraw, I then got KYC’d which I sent the documents, they then blocked my account and confiscated funds. I saw someone on here have a resolved case of reclaiming there $13,000. how did they do it and can anyone help me?

I played mainly roulette , and bit of slots. Thanks

note: when filling out my private information and ask for an email address, but I am not linked with any email address for the casino because it’s a telegram casino

Dear Rommylas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

In order to help you effectively, could you please provide some additional information regarding your situation?

• What specific documents were requested from you during the KYC process?
• Have your documents been approved, or was your account blocked during the KYC verification?
• Did you accumulate your winnings with or without a bonus?
• Could you please state the exact name of the roulette game you were playing?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,

I’m actually from Romania.

I sent my driving license and a selfie holding it.

it got blocked during the KYC verification.

I deposited 3000 and was on about 6000

i was playing pragmatic roulette tables.

how did the other guy get back his 16,000?

Does the information in your casino profile match that on your identity documents? Have you completed your casino profile correctly, ensuring that all your personal details are accurate?

Dear Rommylas,

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

Yes,

my documents match , I sent them my documents and that’s when they banned me

Thank you very much, Rommylas, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of TG.Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello Rommylas,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help, but I must inform you that TG.Casino has previously not been very cooperative in addressing player complaints with us. Even for the few resolved ones, it seems they just made the decision to resolve them on their part with very minimal interaction with us, which makes a favourable resolution to your complaint somewhat uncertain. Nonetheless, I will reach out to them and try to find a way to help resolve the issue if feasible.

We would like to invite TG.Casino to join the conversation.

Dear TG.Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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

Dear Rommylas,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru