TGP Casino - Player's account has been closed after winnings.

Hello, I won 10-15k over the past week on TGP (The Golden Pokies) and I was withdrawing $1000 each day despite the $3000 they claimed I could withdraw, today I won another $4500 and shortly after they messaged me saying I have tried to charge back my deposit transactions then IP banned me

Dear Bongo07,

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.

• Do I understand correctly that you have not requested any chargebacks?
• Could you please advise if you have passed the KYC verification before the casino blocked your access?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I have never requested any charge backs no,

Yes I have completed KYC I have made many withdrawals for smaller amounts with no issues, the casino has been withdrawing daily for the past week until today when they accused me of charging back transactions then IP banned me

I have never used a deposit bonus or promotion on the website

Thank you very much for your reply, Bongo07. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

not sure what else would be relevant, thanks

They deleted my account so I can no longer get in touch with them, and if I make another account that will violate the T&Cs so I don't want to give them a legitimate excuse to ban me

Thank you very much, Bongo07, for your cooperation. 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, Bongo07,

I am sorry to hear about your unpleasant experience and apologize for the delay. I should have assisted you with the matter and invited the casino to the thread and/or tried to contact them also in other ways to help you resolve it, but...

Unfortunately, there is basically no relevant contact that I could try to contact and ask for more details. For a casino representative account, we would need a valid and active email address, but there is no email address on the casino website. In addition, there is only a live chat, which does not provide any relevant information either. Therefore, I am sincerely sorry because I understand your frustration, but under the given circumstances, 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.

The casino even operates without a valid license, so there is no appropriate authority or ADR you can turn to. If they banned your IP, but nothing else can be done, at least I would try to use another device/internet connection and attempt to find out more regarding the allegation and the remaining balance. It does not mean a breach in normal online casinos, and you basically will not lose more than you already did - by the casino's approach. In case of chargebacks, casinos usually require evidence from the used payment method (transaction history) to prove you did not charge back any of the deposits. Maybe it could help. However, the only way to achieve something here is to try to connect with the casino and discuss the matter further directly with them from your casino account.

In case of any questions or updates/progress, 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