TG.Casino - Игрок сталкивается с трудностями при выводе выигрышей.

I hadn't withdrawn any money from this casino yet. I’ve made deposits several times, but never withdrew. Then, when I finally won once, the casino asked for verification right away. I completed the full verification: ID, liveness check, and proof of address. After I completed the verification and set up a withdrawal, I received an unclear message about a bonus. I’ve been playing for 3 years and I know well how huge the wagering requirements are for bonuses and what problems they create. I’ve never played with a bonus, and they’re telling me some nonsense. I’m really tired; no one is paying properly, and it's hard to win, and even if you do, they won’t let you withdraw.

Hello anamania,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TG.Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Would it be possible to forward your deposit and bonus history to nikolas.b@casino.guru for further review?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

First of all, yes, my account is verified, and as soon as I completed the verification and received the notification in my email, they blocked me shortly afterward and sent me an email regarding the block and the bonus. I have already sent both the verification screenshot and the block screenshot from the email in my previous message, please review them.

Secondly, I cannot send you the history regarding the deposit and bonus because I am blocked and cannot access the site.

Thirdly, I spoke with you yesterday, and I have already sent the screenshots of the conversation with support in my previous message. If you haven’t received those screenshots, please let me know, and I will resend them to you.

King regards!

Thank you anamania for all the information provided. As we will need further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello anamania,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite TG.Casino to join the conversation.

Dear TG.Casino,

I would appreciate it if you could share with us the complete game log for the player, along with the bonus history. This will help us determine whether any bonuses were active that caused the maximum bet rule (like any other bonus rules) to be in place that according to your email to the player, was breached. The player has stated that they have not utilized any bonuses. If sharing this information publicly is not feasible, please send it directly to me 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 anamania,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru