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

I opened my TG Casino account around 15 November 2025. I made a deposit and placed a few bets, mainly on Champions League matches. I also used the casino a few times. After about three weeks, I wanted to make my first withdrawal. I was asked to complete the verification process. On 7 December 2025, I received confirmation that my verification had been accepted. Unfortunately, the next day I received a strange email stating that my verification had been rejected after all, even though it had been accepted the day before. I attempted to undergo verification again. However, on 12 December 2025, I received an email with no explanation stating that my account had been closed and the funds in it confiscated. There is no basis for the confiscation of my money; I have not breached the terms and conditions in any way. Please help me recover my money. 

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Dear katpie77,

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.

• Do I understand correctly that your account has been blocked directly after the KYC verification?
• Has the casino indicated that there might be a problem with approving specific documents?
• 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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

 My account was blocked three days after I received an email saying that my verification had been approved. I didn't use any bonuses on my account; I only played at the casino using my own deposit. 

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

here you are

Dear katpie77,

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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

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.

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 katpie77,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru

Best regards,

Barbora

Casino Guru