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Account closed with €11,000 pending withdrawals – verification completed, no payment

I am submitting this complaint regarding TG.Casino due to unpaid withdrawals and the closure of my account without resolution.

I was a fully verified player at TG.Casino. My identity and address were successfully verified, and I have withdrawn money from this casino in the past without issues. I can provide email confirmation proving my verification status.

On 13 January 2026, I requested my first withdrawal, followed by a second withdrawal shortly after. The total outstanding amount is approximately €11,000.

Despite repeated follow-ups, the withdrawals were not processed.

TG.Casino support repeatedly responded with generic messages stating that the withdrawals were "being processed" and that "additional checks" were ongoing, without providing any timeframe or concrete explanation. More than a reasonable number of days passed with no progress.

Subsequently, my account was closed, while the withdrawals remained unpaid. I did not receive a clear reason for the account closure, nor any official decision explaining why my verified withdrawals were withheld.

During this dispute, I also noticed that the licensing and provider information displayed on the TG.Casino website changed, which further increased my concern regarding transparency and accountability.

Important facts:

I am fully verified

I have successfully withdrawn funds before

The withdrawals were requested before the account closure

No breach of terms has been clearly communicated to me

The casino is holding approximately €11,000 without justification

I have attached:

Screenshots showing the withdrawal requests with dates

Emails confirming my verification

Correspondence with TG.Casino support

I am requesting Casino Guru’s assistance to help resolve this matter and ensure the payment of my legitimately requested withdrawals.

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 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.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports bets?
• Did you accumulate your winnings with or without a bonus?
• After your account was blocked, did you receive any emails from the casino explaining the reason for the closure?

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

Hello Veronika,

Thank you for your response.

Please find my answers below:

1. Games played to accumulate winnings:

- Slots:

- Pyramid Coins Xmas (OnlyPlay)

- Le King (Hacksaw Gaming)

- Le Pharaoh (Hacksaw Gaming)

- Live Casino:

- Blackjack

- Roulette

2. Bonus usage:

I accumulated my winnings without using any bonus.

3. Communication after account closure:

After my account was blocked/closed, I did not receive any messages or emails from the casino explaining the reason for the closure.

The only communication I received was before the account closure, where the casino stated that my withdrawal requests were "being processed."

Since the account closure, there has been no explanation, no specific allegation, and no payment timeline provided.

Please let me know if you require any additional information or documentation from my side. I am fully willing to cooperate to resolve this matter.

Kind regards,

Neofytos

Dear Neofytos96

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Veronika,

Thank you very much for the update and for your assistance so far. I truly appreciate the time and effort you and the Casino Guru team have put into reviewing my case.

I understand that my complaint will now be handled by the dedicated Resolver, Martin, and I am grateful for the support.

Could you please let me know approximately when I might expect the next update, or what the usual timeframe is at this stage of the process? I simply want to ensure I remain available in case any additional information is required from my side.

Thank you again for your help.

Kind regards,

Neofytos

Hello Neofytos96,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Regarding the speed of replies, I will personally try to respond as soon as possible, but there is a general timeframe of 7 days for all parties to issue a response.

As the first order of business, I would like to invite the TG.Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account blocked? In case there is evidence of any wrongdoing, please send it to my email at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

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 Neofytos96,

I have decided to extend the timer again, as I want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Martin,

I am watching the updates, I want to inform you that the casino never contacted me.

Hi there,

Kindly note that we acted in full compliance with our T&C paragraphs: 17., 17.1.1., 17.1.3.4., 17.1.3.8., 17.1.3.9., 17.1.3.11. and 17.3. Relevant evidence has been sent to CasinoGuru for review.

Best regards,

TG.Casino Team

Dear Martin,

Thank you for the update and for continuing to review this matter.

I would like to clarify several important points.

My account was fully verified by the casino. I submitted my Cyprus ID and proof of address, and these documents were approved without issue. At no point during the verification process was I informed that my jurisdiction would prevent me from playing.

After verification, I was allowed to deposit, play, and even successfully withdraw funds in the past. The casino processed those withdrawals without raising any concerns regarding my location or account status.

• I did not use any bonuses.
• I did not use third-party payment methods.
• I did not share my account.
• I did not engage in collusion or any fraudulent activity.

All gameplay was conducted from my personal account using my own verified identity.

If there were internal jurisdictional restrictions, the casino had full visibility of my documents and account status from the beginning. Despite this, they chose to approve my account and continue accepting deposits.

For this reason, I respectfully believe that confiscating €11,000 in winnings after full KYC approval and previous successful withdrawals appears disproportionate.

I kindly request that the casino provide clear and specific evidence supporting the serious allegations mentioned (including third-party funding, fund transfers, and collusion), as these do not reflect my activity.

Thank you again for your assistance and for reviewing the case objectively.

Kind regards,

Neofytos

Dear casino representative,

thank you for providing us with a detailed explanation of your actions and all evidence pertaining to this case.

Dear Neofytos96,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that you have breached the mentioned terms and conditions and have taken unfair advantage of the casino's services. For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center.

Best Regards,

Martin