TomBet Casino - El jugador queda bloqueado en su cuenta después del retiro.

I had about 4300-4400$ USDT in my account. I requested a withdraw of 2000$ USDT and it was approved and sent to my wallet.

After receiving the funds, I found myself logged out of my account and got an error message when I tried to log in again. After contacting livechat, they told that someone from the support team would call me on my number to access the situation. It's been 3 days and no one has called me, the support team is just repeating the same things to me. No one can explain why I have been locked out of my account.

Please help me recover the funds left in my account!

Dear basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello

1) I have not been asked to send KYC yet. I was able to withdraw once (2000$ usdt) without providing KYC.

2) I have not used any bonuses

3) The livechat is in turkish. They keep telling me that someone from the team will call me but it has been a week now and no calls.

Update : Still no one has called me and the livechat support is useless. Just tells me to wait for a call

Dear basedschalke, just a kind reminder that I haven’t received any communication from you regarding your contact with the casino.

Could you please send me any emails, chat transcripts, or screenshots you may have?

Also, has the casino given you any specific reason or explanation as to why your account was locked or why no one has contacted you yet?

Hi, I sent you an email.

Thank you very much, basedschalke, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, basedschalke,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear TomBet Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and the applied rules from the casino's Terms and Conditions?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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 basedschalke,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming - AOFA) and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru