TG.Casino - La cuenta del jugador está siendo manejada incorrectamente.

On February 21, 2025, I sent the casino an email informing me of my gambling addiction and requesting that I close my account.

The casino did not comply with this request and clearly violated its terms and conditions.

Despite being informed about my gambling addiction, I was still able to make deposits and play.

Therefore, I request a refund from the casino of all my deposits made after 21.2.2025

Am 21.2.2025 habe ich dem Casino eine E-Mail gesendet mit der Information über meiner Spielsucht und eine Aufforderung zur Konto Schließung.

diese Aufforderung ist das Casino nicht nachgekommen und hat hier eindeutig gegen seine Geschäftsbedingungen verstoßen.

Ich war trotz meiner Information über meine Spielsucht weiterhin in der Lage, Einzahlungen zu tätigen und zu spielen.

Daher fordere ich vom Casino eine Rückerstattung alle meine Einzahlungen nach dem 21.2.2025

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TG.Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify when the casino closed your account?
• When was the last time you were able to deposit?

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,

Tomas

I applied for my self-exclusion on February 21, 2025, and was still able to make deposits until February 24, 2025.

On February 25th my account was closed

Meinen Selbstausschluss habe ich am 21.02.2025 beantragt und konnte bis zum 24.02.2025 noch Einzahlungen tätigen.

Am 25.02. wurde dann mein Konto geschlossen

Thanks for the reply.

Were you able to contact casino support via live chat and inquire about your self-exclusion request after you found out the self-exclusion wasn't granted?

Please let me know.

Yes, I was able to access live chat after my self-exclusion request.

Ja ich konnte nach meiner Selbstausschlussanfrage auf den Live Chat zugreifen.

Thanks for your reply.

Please understand there might be a delay between the initial self-exclusion request and the time it's made into practice. If the casino acted in a reasonable time to protect you, we might not ask them for a refund.

Could you please specify when you contacted live chat and when you inquired about your self-exclusion status? How did the casino respond?

Share with me any relevant interaction between you and the casino from that time.

I apologize for the inconvenience. My email is tomas@casino.guru

Dear xSerious169,

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.

Hello, according to the casino, emails are processed within 24 hours.

It took a total of four days to process my application.

During this time, I also used the live chat several times to inquire about the status, but I was always told that they were working on it.

Even when I asked whether there were other ways to restrict my account during this time, there was no response.

Hallo, laut Aussage des Casinos werden E-Mails innerhalb von 24 Stunden bearbeitet.

Die Bearbeitung meines Antrages hat insgesamt vier Tage gedauert.

In dieser Zeit war ich auch mehrmals im Live Chat und habe mich nach dem Status erkundigt, hier wurde mir aber immer nur gesagt, dass man daran arbeitet.

Auch auf Nachfrage, ob es in der Zeit andere Möglichkeiten zum einschränken meines Accounts gibt, wurde nicht reagiert.

Only when I requested my money back from the casino because my request was not processed, was my account suddenly blocked.

Erst, als ich mein Geld von Casino zurückgefordert habe, aufgrund des nicht bearbeiten Meiner Anfrage, wurde mein Account plötzlich direkt gesperrt.

Thanks for your reply.

Unfortunately, we consider the time in which your self-exclusion request was handled as sufficient and won't ask the casino for a refund of funds spent in the interim.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.