TG.Casino - El acceso a la cuenta del jugador está bloqueado.

Hello Sir,

The money was available in the account, but after completing the identity verification, I am not allowed to access the website.

Dear saeid_1731, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you contacted the casino to ask about the reason why your account was blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear saeid_1731,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of saeid_1731. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Hi, sorry for the late reply.

I spoke to the site support. They asked me for proof for verification. I sent them my ID card and then they blocked me for no reason. Now I have no access to the site.

Dear saeid_1731,

Could you please forward me the document you sent to the casino for verification? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear veronika. I already sent you pictures to your email address. Please check emails 🙏🏻

Thank you for the screenshots of your WhatsApp communication with the casino.

Please forward me all the documents you sent to the casino for KYC.

Sure i will send you all documents by email

Thank you for your email. Could you also please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?

I bet on sports. Soccer

Thank you very much, saeid_1731, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Hello saeid_1731,

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,

Can you please provide us with the reasons why you have restricted access for the player to their account? If the information cannot be shared publicly, please forward it 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 saeid_1731,

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