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

I made an account about 3 weeks ago. During this time I made several deposits and one withdrawal that went through, I played mostly slot games with some live roulette. A couple days ago I made a withdrawal that was rejected, they asked me for ID and POA verification which I submitted 12 hours ago. Now they informed me they closed my account and confiscated the money (more than 2000EUR). They won't share details other than "breach of terms". I have some screenshot evidence of the account before it was closed.

I really hope your team here can help me with this problem as it involves a significant amount of money! Thank you for cooperation in advance!

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Hello,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hey, thank you for the fast response!

To answer your questions:

• I have contacted their support via email, they weren't able to provide further information on this matter - they just provided the link to their Terms and Conditions (see the screenshot of the response below).
• I passed ID verification before my account got closed. I received the conformation on my email (I posted the screenshot of it below)
• TG Casino runs an automatic 200% deposit bonus for first time users. The installments of this bonus are incrementally added to your cash balance when you wager the set amount. I did receive all the installments of it but my winnings came only from my withdrawable balance (most of it came from one round of baccarat where I went all-in and doubled my money)

I know you have a lot of complaints to deal so I want to ask what can I actively do to help solve this problem? Who else can I contact? Can I post a complaint somewhere else? Anything that could work, as this is a big issue for me because there is a lot of money involved... I am willing to pay for this to get resolved if it comes down to it!

Again thank you for everything that you can do!

Dear Player,

Thank you for your response. Could you please forward all documents you provided to the casino for verification prior to losing access to your account? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hey,

I sent the documents used to pass verification to your email address. Now I want to ask you again what can I actively do to help solve this problem?

Thanks for the help!

Dear brotrrejd123,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite TG.Casino representative to join this conversation.

Dear TG.Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hi there,

Following an internal review, the account was closed and the balance confiscated due to a breach of our Terms and Conditions.

Supporting evidence has been shared with Barbora via email.

Kind regards,

TG.Casino Team

Hello,

thank you for the response. But the "breach of our Terms and Conditions" statement isn't enough for the closure of my account, so I kindly ask for a detailed explanation of the violation. I expect full transparency.

I also ask you Barbora to show me what was shared.

Thank you!

Dear TG.Casino Team,

Thank you for your cooperation in this matter.

I confirm that I have contacted you via email regarding several points requiring further clarification based on the materials provided. I will await your response and any additional details you may wish to share.

Dear Barbora,

I wish to know what was shared with you so far. Maybe if I know more details, I would be of more help with further clarification.

Thank you!

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 player,

We have reached the end of the investigation period regarding your complaint.

The casino provided certain materials suggesting a breach of their Terms and Conditions. However, after carefully reviewing the information, we requested additional clarification on several important points necessary to fully assess the situation.

Unfortunately, the casino did not provide sufficient clarification or supporting evidence to justify the confiscation of your funds. As a result, we are unable to conclude that the confiscation of your balance was justified based on the evidence currently available to us.

Therefore, this complaint will be closed as unresolved due to insufficient evidence provided by the casino.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach.

If the casino decides to provide additional clarification in the future or requests to reopen this case, we will be able to review the new information and reopen the complaint accordingly, and you will be notified by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me.

I am truly sorry that we could not achieve a more favorable resolution in this case.

Best regards,

Barbora

CAsino Guru