TG.Casino - La cuenta del jugador ha sido cerrada y los fondos han sido confiscados.

I registered normally: A few weeks ago I created an account at TG Casino with my email ( deleted by Casino.Guru ) and started playing. Everything went well at first.

I verified my identity: I was asked for a photo of my ID, a selfie, and my phone number. My verification was approved (here is a screenshot of the email they sent me):

10,200 trx

Surprise! When I wanted to withdraw the money, I connected my Telegram account to the website (just in case) and… BOOM! I got a message that my account was closed and all the money was confiscated.

Worst:

Support didn't help me: I spoke to support and they just told me that "I breached the Terms, Fraud section"

What did I do wrong? They didn't tell me anything concrete. I was just trying to withdraw my money after verifying my account!

No appeal: My case was closed abruptly. Support just kept repeating that it was a "final decision" and told me to read the Terms (which I already read, and I don't understand what I did wrong).

They verified me and then accused me of fraud. Why do they ask for ID if they end up closing your account?

It's my money, and they didn't even give me a real explanation as to why!

I would like my money back and my account reopened.

A CLEAR explanation of what "fraud" I committed.

Attach:

Screenshots of the approved verification.

Chat with support (where they don't give me a solution).

Has anyone else experienced this? What can I do? If the platform or anyone can help me, I would appreciate it!

Contact: deleted by Casino.Guru

I hope this helps you understand my case better.

Me registré normal: Hace unas semanas me creé una cuenta en TG Casino con mi correo (deleted by Casino.Guru) y empecé a jugar. Todo bien al principio.

Verifiqué mi identidad: Me pidieron foto de mi DNI, un selfie y mi número de teléfono. Me aprobaron la verificación (aquí les dejo una captura del correo que me enviaron):

10,200 trx

¡Sorpresa!: Cuando quise retirar el dinero, conecté mi cuenta de Telegram a la web (por si acaso) y… ¡BUM! Me salió un mensaje de que cerraron mi cuenta y confiscaron todo el dinero.

Lo peor:

El soporte no me ayudó: Hablé soporte y solo me dijo que "incumplí los Términos, sección Fraude"

¿Qué hice mal? No me dijeron nada concreto. ¡Si solo intentaba retirar mi dinero después de verificar mi cuenta!

No hay apelación: Me cerraron el caso de golpe. Soporte solo repetía que era "decisión final" y me mandaba leer los Términos (que ya leí, y no entiendo qué hice mal).

Me verificaron y luego me acusaron de fraude. ¿Para qué piden DNI si al final te cierran la cuenta?

Es mi dinero, ¡y ni siquiera me dieron una explicación real del porqué!

Me gustaría que me devuelvan mi dinero y reabran mi cuenta.

Una explicación CLARA de qué "fraude" cometi.

Adjunto:

Capturas de la verificación aprobada.

Chat con el soporte (donde no me dan solucion).

¿Alguien más ha pasado por esto? ¿Qué puedo hacer? Si la plataforma o alguien puede ayudarme, ¡se lo agradecería!

Contacto: deleted by Casino.Guru

Espero que con esto se entienda mejor mi caso.

Dear bocatadeatun676,

Thank you very much for submitting your complaint.

I’m sorry to hear that your account was closed and your funds confiscated without a clear explanation. I understand how frustrating this must be, and I’d like to gather more details to help us assess the situation.

Could you please clarify the following?

• Were you playing with a bonus or only with deposited funds?
• What type of games were you playing before the account was closed (slots, table games, live casino, etc.)?
• Did the casino provide any specific details about which term you allegedly violated?
• Have you received any previous warnings or restrictions from the casino before the closure?
• Could you forward all relevant communication with the casino (including the email confirming your verification and the chat with support) to petronela.k@casino.guru?

Your cooperation is essential for us to understand the casino’s reasoning and determine the best way to proceed. The more details and evidence we have, the better we can support you in this case.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I had already used the bonuses and I was playing with money that I had deposited, the case occurred while playing slots, the casino previously approved the KYC, which they sent me an email about, but after canceling and confiscating they don't tell me the exact reason, only that I have breached the terms, nothing more, without even giving a warning, also, from today, it no longer lets me enter from the Telegram application either... To deposit, they do let you, but when it comes to withdrawing, they make it difficult for you so that the funds don't leave their business... I have also told them that if they need more documentation I am willing to send whatever they ask me for, but they don't want to... I see it as a casino with a rather shady way, the truth is. I collect all the evidence and send it to you by email. Thank you

Los bonos ya los había consumido y estaba jugando con dinero que había depositado, el caso ocurrió jugando en slots, el casino aprobó el kyc previamente, del cual me envió mail, pero despues de cancelar y confiscar no me dicen el motivo exacto, solo que he incumplido los términos, nada más, sin dar ni siquiera una advertencia, además, desde hoy, ya no me deja entrar desde la aplicación de Telegram tampoco... Para depositar si que dejan, pero a la hora de retirar ya te lo complican para que no salgan los fondos de su negocio... También les he dicho que si les hace falta más documentación estoy dispuesto a enviar lo que me pidan, pero no quieren... Lo veo un casino con una forma de bastante turbia, la verdad. Recopilo todas las pruebas y te las mando por mail. Gracias

I just sent the evidence I have, although they have already closed my account, blocked me, banned me, deleted the chats regarding the problem I had with them, "confiscated" the funds... as if nothing had happened... there is something shady there...

Acabo de mandar las pruebas que tengo, aunque ya me han cerrado la cuenta, bloqueado, baneado, han borrado los chats referente al problema que he tenido con ellos, han "confiscado" los fondos.... como si no hubiera pasado nada... algo turbio hay ahi...

Hi bocatadeatun676,

Thank you for sending the evidence and for sharing more details about your case.

To better assess the situation, I’d like to ask one more question:

• To the best of your knowledge, is there any possibility that someone else may have registered an account at the same casino from the same IP address, device, or household? Some casinos have strict policies against multiple accounts being accessed from the same location, and this could be one of the reasons they flagged your account.

Please let me know if this could be the case. Your response will help us better understand the situation and explore possible next steps.

Looking forward to your reply.

Dear Sirs,

In relation to the complaint I have yet to respond to, I would like to present the following points for your consideration:

Use from a coffee shop and possible IP duplication:

I acknowledge that I used to access the platform from a coffee shop, which could have led to a duplicate IP address. However, I believe this does not justify your decision, as the KYC (Know Your Customer) verification process was successfully completed by submitting my ID and a selfie. This process should be sufficient to guarantee my identity and legitimacy as a user.

Inconsistency in deposit and withdrawal policies:

I find it disconcerting that, while there are no problems with making deposits, there are obstacles when requesting withdrawals. This inconsistency in the application of the platform's policies is unethical and lacks reasonable justification.

Promotion of prohibited practices:

I'd like to point out a contradiction in the company's practices. On the one hand, the use of VPNs is prohibited in the terms and conditions, but on the other, its use is recommended in the Telegram group chat to bypass geo-restrictions. This double standard is not only contradictory but also reflects a lack of consistency and professionalism.

No license in Spain and other countries:

Another worrying aspect is the lack of a valid license to operate in Spain and other countries. This raises serious questions about the legality of the company's operations and its commitment to transparency and regulatory compliance.

In conclusion, I consider the practices described to be unethical and lack the professionalism one would expect from a reputable company. I hope this complaint is reviewed with due care and that the necessary steps are taken to resolve this matter fairly and satisfactorily.

I look forward to your response.

Estimados señores,

En relación con la reclamación que tengo pendiente de contestar, me gustaría exponer los siguientes puntos para su consideración:

Uso desde una cafetería y posible duplicidad de IP:

Reconozco que solía acceder a la plataforma desde una cafetería, lo que podría haber generado una duplicidad de IP. Sin embargo, considero que esto no justifica la decisión tomada por su parte, ya que se había completado satisfactoriamente el proceso de verificación KYC (Know Your Customer) mediante la presentación de mi DNI y una selfie. Este proceso debería ser suficiente para garantizar mi identidad y legitimidad como usuario.

Inconsistencia en las políticas de depósitos y retiros:

Me resulta desconcertante que, mientras no se plantea ningún problema para realizar depósitos, sí se presenten obstáculos a la hora de solicitar retiros. Esta inconsistencia en la aplicación de las políticas de la plataforma resulta poco ética y carece de justificación razonable.

Promoción de prácticas prohibidas:

Me gustaría señalar una contradicción en las prácticas de la empresa. Por un lado, se prohíbe el uso de VPN en los términos y condiciones, pero, por otro, se recomienda su uso en el chat del grupo de Telegram para saltar restricciones geográficas. Esta doble moral no solo es contradictoria, sino que también refleja una falta de coherencia y profesionalidad.

Ausencia de licencia en España y otros países:

Otro aspecto preocupante es la ausencia de una licencia válida para operar en España y otros países. Esto plantea serias dudas sobre la legalidad de las operaciones de la empresa y su compromiso con la transparencia y el cumplimiento normativo.

En conclusión, considero que las prácticas descritas son poco éticas y carecen de la profesionalidad que cabría esperar de una empresa seria. Espero que esta reclamación sea revisada con la debida atención y que se tomen las medidas necesarias para resolver este asunto de manera justa y satisfactoria.

Quedo a la espera de su respuesta.

Hi bocatadeatun676,

When you accessed the casino from the coffee shop, did you use your personal device (such as a smartphone, tablet, or laptop), or was it a shared computer in the coffee shop? This could help determine if the issue relates to shared devices or if it's solely about the IP address.

Thank you.

Dear bocatadeatun676,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.