TCL99 Casino - Las ganancias del jugador fueron confiscadas.

They forfeited my withdrawal, said suspicious betting. Couldn't provided any proof and took what was rightfully won. I didn't get a bonus, I deposited 150 and I have tried and tried to contact them to get told the same thing over and over

Hello Traceylee90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TCL99 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?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you play casino games or sports betting?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account has been verified, I've won money in the past and received the winnings too. They were the first casinos with E wallet I joined, so I've put a fair share of money through tcl99.

My winnings were of a 150 cash deposit I payid. No bonuses, (I don't like getting them with deposits for this similar reasons)

The last time I spoke to them was again today, asking to speak to a manager, which they respond with I can help you with your issues.

Hello Traceylee90,

Can you please clarify what games were you playing?

Would it be possible to forward the latest communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hey Nick, I forwarded the screenshots of the convo to you Email address.

It was won on the Lucky jaguar game Under Jili, under tcl99

Thank you Traceylee90 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank you

Hello there,

Thank you Traceylee90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TCL99 Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter, sounds good to me. I'll wait to hear back 😊

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.

They're not going to respond. So disappointing

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter