TG.Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I played with TGC for months and months with no issue deposited plenty withdrew a whole lot too but definitely not more then I deposited. Then one day I played and at this point I have deposited about 60k usd. I play slots only and do high spin amount. Sometimes 100s per spin. On this day I also won a feature on big bass halloween 2 and won about 1.6btc. I tried withdrawing just my initial to continue playing when I was hit with "random kyc" which is fine. I sent my ID and everything else along with it including my address and received a confirmation email that my ID has been successfully verified... This process took 3 days, my withdrawal still not processed I continued playing and was up 100s of thousands and went all the way down to 50k and right back to about 12.5btc from memory when I randomly was logged out of my account... Support sent me a very generic email stating that my account is in breach of the terms and all funds were confiscated. Since then I have approached many members of the team and others involved in promoting tgc many said that it was unfair what they did and it seems like I did nothing wrong. I reached out to the regulator who said I was banned for multiple accounts. I asked them to provide me with evidence. And they said that there were 4 accounts in total. Now tgc operates under two different licences one for their telegram bot and one for their Web based casino ecrry single team member in their community chat has confirmed that this is allowed. No issues there. But my husband did have an account with them a very long time ago which he closed and has confirmation of the actual account closure. I reached out to tgc prior to playing asking support if my case was allowed and they told me that it was okay for me to create a new account and play. I have screenshots of these conversations. Also, there are multiple people within the telegram community who have both husband and wife playing on the same casino with the same ip without issue. One of them was even flagged for bonus abuse during a competition but because he was a long time member and supporter the team had removed his ban and allowed him and his wife to play. The regulator anjouan and tg casino have refused me my winnings which are well over a million dollars without a valid reason and they have lied to the regulator. I want my money which I am entitled to. It seems they ban users accounts very often based on the complaints but this is beyond a joke now. I have a lot of evidence and screenshots and emails I need to send through, admin can you give me your email address so that I can forward them please

Dear Adbr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Are you saying that only your husband used to have an account with the casino and that you created your account only after his account had already been closed?

Did you use a VPN?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? 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.

Best regards,

Dominika

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

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

Stay cautious and contact us directly if you have any doubts.

Hey Dominika, I have just forwarded you a whole bunch of emails I have had with the regulator and TG.casino its mostly a one way conversation because TG.casino is not responding to me

In response to your questions below.

Are you saying that only your husband used to have an account with the casino and that you created your account only after his account had already been closed?

I have sent an email from Anjouan which states the "multi" accounts TG casino operates with two seperate licenses one for web and one for Telegram based casino. Multiple team members and staff have confirmed that this is okay. There are two completely separate underlying companies running the show at TG who don't talk to each other... For example you cannot approach the TG support bot to help you with the web based casino because they are two different entities however in the complaint they said I had multiple accounts under the same name when this isn't the case.

Did you use a VPN?

I never use a VPN. In hindsight if I did I wouldn't have these issues. But I had nothing to hide. I KYC'd the moment they asked me, I sent my proof of address moments after they asked for it too.

Did you accumulate your winnings with or without an active bonus?

There was no active bonus at the time, I did have a bonus initially which was fairly quickly spent, I have also had multiple 5 figure withdrawals which didn't arouse any suspicion from their security team its only after my balance grew past 6 figures that they asked for kyc and once my account hit 7 figures it was closed altogether.

If you need any other details or screenshots or if I missed something please let me know.

Dear Adbr, just to clarify — do I understand correctly that both you and your husband each created two accounts, meaning a total of four accounts combined?

Also, could you please confirm whether you and your husband used the same devices (computer, phone, etc.) to access your casino accounts?

Yes there was 4 accounts, however my husbands are closed and support confirmed I was allowed to play... There is two separate accounts one for the telegram bot and one for the web version... These two casinos are licensed differently and act like two seperate entities again I was given in writing by the team that you are allowed two accounts.

We never used the same devices to access the casino. In the email I sent you from anjouan you can tell that they aren't using the same accounts because the two accounts I owned used a different fingerprint... The Web accounts don't share a common fingerprint

Dear Adbr, could you please explain how you accessed the Telegram version of the casino?

Also, can you confirm with certainty that the Telegram-based casino you played on is directly connected to the website https://www.tg.casino/?

The telegram casino is accessed via a telegram mini app... It's completely seperate and does not share the same login... Someone playing on telegram cannot use the same account on the Web version of the casino and vice versa... Even their support channels are two seperate entities and don't have access to each other's systems... If I had an issue with my telegram based account and used the Web support they would tell me that they don't have access to my account and I need to contact the telegram support bot... This is where the deception comes in because they tried to use this against me when refusing to pay me out because of the multi account but they are not the same casino according to support. Again support has told me that one telegram account and one Web account are allowed

Thank you very much, Adbr, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.

Hey I'm still waiting for a response from you or are you waiting on me?

Hello, Adbr,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear TG.Casino Team,

Could you please explain the player's situation in more detail? Why exactly has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Can you also check all the communication between the complainant and the Telegram version of the casino CS, and between the complainant and the Web casino CS, and confirm that the casino allowed her a play like this? In addition, can you share with me as many details and evidence from all the linked accounts and their activity at the casino (both casino versions)?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

I guarantee you they will not respond just like how they don't respond to a single complaint here. It absolutely baffles me that they can lie to regulators and make up fake accusations and yet casino guru gives them a positive score. These guys are clear scammers with no dispute resolution they should be blacklisted

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 Adbr,

I have tried to contact the casino repeatedly but had no success. I am 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 is not 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.

Since you have already received the final decision from the regulator, I cannot recommend any further steps in case you would like to take the matter further. On the other side, to review the issue sufficiently on our side, we would definitely need more details and supporting evidence from the casino. Unfortunately, they did not react to any of my attempts to connect with them.

However, the casino also has a Curaçao Gaming Control Board (GCB) license. You can find more information about their complaint resolution process HERE, and general information about complaint processes with regulators HERE. Although the GCB currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law, and they might be able to help, so it is worth a try.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru

We’ve received a request from the casino to reopen your complaint, along with new supporting evidence for review.

Since our colleague Branislav is no longer part of the Casino.Guru team, this case will now be handled by Kubo (jakub.m@casino.guru), who will carefully review all the provided materials and continue communication with both sides.

Hey is this waiting on me for anything

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.

Dear Adbr,

As my colleague Petronela mentioned earlier, we received a request from the casino to reopen this complaint, along with additional evidence they provided. This evidence has been carefully reviewed in order to reach a fair and objective conclusion.

Unfortunately, the documentation clearly indicates that your account verification was not conducted by you personally, but rather by a third party.

It is crucial that the player completes the verification process independently, without any assistance or presence of others, throughout the entire procedure. This standard exists to ensure that all provided information accurately reflects the player’s own identity and knowledge of their casino account, confirming that no external party is influencing or participating in the interaction.

When verification is carried out with the help of a third party, it raises serious concerns regarding the legitimacy of the process and the authenticity of the player’s actions on the casino’s platform. In such cases, casinos are entitled to take precautionary measures, including account restrictions or closures, in accordance with their responsible gaming and anti-fraud policies.

Given these circumstances and based on the evidence reviewed, we regret to inform you that we cannot uphold your complaint. From our perspective, the casino’s actions were justified, and therefore the complaint must be rejected as unjustified.

I understand this is not the outcome you were hoping for, and I truly regret that we could not assist you further in this matter. Please know that our decision was made only after a thorough and impartial assessment of all available evidence.

If you experience any other issues with this or another casino in the future, you are always welcome to contact our Complaint Resolution Center. We will be happy to assist you to the best of our ability.

Thank you for your understanding.

Best regards,

Kubo