TG.Casino - La cuenta del jugador no ha sido cerrada a pesar de los intentos de autoexclusión.

On 6th April 2025 I sent an email to self exclude myself from TG.Casino. This request wasn’t actioned and instead a VIP casino manager contacted me to offer cash rewards and encouraged me to not make any final decisions and hold on. I sent 3 more requests to self exclude and each time a cash reward was offered before they eventually closed my account when I asked for compensation for my losses since April. The casino will not acknowledge my emails and their complaints email does not work!

Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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Hi Natalia,

The reason I wanted to self exclude is due to an addiction and spending too much time and money on the site.

i will email you now with your request.

Kind Regards

Dear player, thank you for the emails. Is your account still open?

I have checked the casino's responsible gambling policy and have found the following information:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@tg.casino

Based on the screenshots you shared, you have never informed the casino about your gambling addiction, which is a crucial point to trigger a self-exclusion process. I'm very sorry, but without acknowledging any gambling-related issues in your requests, they can't be associated with responsible gambling. Mentioning gambling problems is what differentiates simple closure requests from self-exclusion.

If your account is open, my recommendation is to send the self-exclusion request from your registered email to support@tg.casino, following our guidelines: when applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

I'd appreciate it if you could CC me (natalia.b@casino.guru) in your email to the casino so that I receive a copy of it right away. We'll see how to proceed with your case once you send the proper self-exclusion request to the casino.

Thank you very much for your understanding,

Regards,

Natalia

Hi Natalia,

My account is now closed after numerous emails.

It doesn’t specifically say that I need to mention I have an addiction. The following quote is from their site ‘If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.’

My emails state that I wish to self exclude with a time frame. I never receive any explanation for future steps or what is needed from me.

Kind Regards,

Tom

Dear player, I’ve reviewed the screenshots you shared once more. I can see that you sent one self-exclusion request on 15 July, and the casino’s support team responded the following day asking for the reason behind your decision. Could you please confirm whether you replied to that message? Please forward the full communication between you and the casino (not as screenshots) to natalia.b@casino.guru.

While I completely understand your point of view, it’s important to note that for a request to be treated as a responsible gambling self-exclusion, the casino generally needs a clear mention of gambling-related concerns. Without that, a closure request may be processed as a standard account closure rather than a formal self-exclusion.

Dear shem90,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru