Tip-Top.bet Casino - A conta do jogador foi encerrada devido a um suposto abuso de bônus.

I used the deposit bonus at this casino and won 2000 euros.

After requesting a withdrawal, my account was blocked, and the casino is refusing the withdrawal citing bonus abuse.

There was no prior warning, and I consider this an arbitrary decision.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tip-Top.bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Was this your first deposit you activated and played in the casino?
• What kind of deposit have you activated and played with? How was the bonus you activated advertised to you?
• Have you completed account verification successfully?

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

Best regards,

Tomas

Period unknown

Live Casino (The bonus itself was exclusively for live casino use)

I have made deposits to this casino multiple times.

I used the deposit bonus offered by the casino on Monday.

I have also completed KYC.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello andandjonnyx,

It's Michal again. I have taken over this complaint. I have reviewed this case, and I want to inform you that Tip-Top.bet Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of this case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

We would like to invite Tip-Top.bet Casino to join the conversation.

Dear Tip-Top.bet Casino,

I respectfully seek clarification concerning the actions or gameplay of the player that were considered violations of your terms and conditions, which resulted in the decision to confiscate the player's winnings and terminate their account.

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly 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 andandjonnyx,

I have reached out to the casino multiple times, but aside from a single generic reply stating that you were flagged as a bonus abuser, we have not received any further communication from them. I’m afraid there is not much that can be achieved without cooperation from their 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 and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

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

Best regards,

Michal

Casino Guru