TGP Casino - O pagamento do jogador foi atrasado.

Requested deposit two days ago, funds remained in my account.

Messaged in the early hours of this morning as funds had not been processed even though they stated it would occur between 9-11am yesterday. I have withdrawn from this site before and there has never been an issue.

During the live chat, funds were removed from balance and chat abruptly shut and was unable to reopen chats.

I have finally got to reopen support chats, but as soon as I state my username there is radio silence.

Have taken plenty of photos of chats and winnings

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

can we push some urgency so others do not get caught. They have just changed their withdrawal message and i have had numerous other chats just ignored

just incase I miss the countdown alarm… still no payment or correspondence as of today.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey Dominika,

still being ignored and no payout received. Funds have been removed from my account still.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please let me know if you have received any email notifications from the casino regarding your withdrawal request?

Did the casino confiscate the funds, or did the money just disappear after the withdrawal was processed?

Are you still able to access your casino account?

Could you please send a screenshot showing the withdrawal details from your account?

If you have any communication with the casino about this issue, please forward that as well. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Could you please let me know if you have received any email notifications from the casino regarding your withdrawal request?

Response

Have received email notification regarding the withdrawal which I will attach below.

Did the casino confiscate the funds, or did the money just disappear after the withdrawal was processed?

Response

I spoke with live chat numerous times regarding the withdrawal as funds still stayed in my account 24 hours after requesting withdrawal, then all of a sudden the live chat screen closed and funds vanished, I had no access to the live chat feature via google chrome browser for 7 days and chat history removed.

I logged in via safari to request information to which I was constantly ignored.

Are you still able to access your casino account?

Response

yes

Could you please send a screenshot showing the withdrawal details from your account?

My account profile shows no actual withdrawal details, see attached, but I have attached my profit and loss statement which clearly shows $4k of profit.

Dear player, is it correct that there is no trace of your withdrawal requests in your withdrawal history or anywhere else in your account?

Did you receive any email from the casino stating that the withdrawals were cancelled or rejected?

Were the funds ever returned to your casino balance?

And have you been able to re-establish communication with the casino since then?

I then contacted live support, funds were removed and I was unable to access the live chat feature again.

I spoke with live chat again today and again was ignored. Funds have still not been returned to account

Thank you very much, player, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear jamiek40494,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact TGP Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Thank you Martina, fingers crossed you have more luck than I did getting an answer.

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 jamiek40494,

have you tried to reply?

Yes no response and tried to call, goes to a voicemail instantly.

Yes.. I suppose is that one-way kind of phone number.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett