TGP Casino - Player's withdrawal has been denied.

I am an Australian resident and player at The Golden Pokies (TGP.bet), which lists its location as Quezon City, Philippines.

After accumulating winnings of AUD 179,709.38, my account was frozen and my withdrawal request denied without justification. The operator alleged VPN use, but this rule was never displayed or accessible on the mobile registration platform.

I have attached screenshots of:

Wallet balance and withdrawal request

Live-chat conversations with "Peter" and "Bianca"

Deposit instructions and Terms & Conditions section

The operator’s listed phone number and Quezon City reference

Please investigate this operator for deceptive and unfair behavior, failure to pay legitimate winnings, and possible breach of PAGCOR licensing standards.

I request your office to contact The Golden Pokies / TGP.bet and ensure release of my lawful winnings or at least confirm whether the site holds a valid Philippine gaming license.

Sincerely,

Andy B

📧 [email hidden by Casino Guru]

📞 [phone number hidden by Casino Guru]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you filled out your profile completely and correctly, including your country of residence?
• If you used a VPN program, which countries did you choose?
• Have you passed the full KYC verification?

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

Best regards

Veronika

Hi Veronica, so at the time when I was playing yes I was a vpn witch was okay because I asked the casino directly before I had even won any money as this is not the first time playing online pokies before. I directly asked the staff through live chat that I have screen shots of the conversation and I also have screen shots of the terms and conditions when signing up on the mobile and also term conditions on the desk top when signing up.

all kyc documents where completed and approved by the casino aswel because they paided me 2x $5,000 withdrawals into my account before they started telling me that they were updating the site and there is a delay and other excuse's.

j have around 150 screen shots plus screen recording of conversation between myself and the casino to suppourt the unfair treatment I have received.

After so many weeks the reason they decided not to continue with my withdrawals was because they changed the terms and conditions and added that the use of a vpn is not supported or allowed.

I also have screen shots of all of this too.

Thank you

Please forward me the screenshots, video, and all communication between you and the casino customer support regarding this issue at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronica I have tried to send them twice did you get them ?

Hello Dismsd,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That’s okay and completely understandable given the time of the year.

thank you for the quick update letting me know she is on leave. Wish you both a merry Christmas and safe and happy new years.

Dear Dismsd,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello Dismsd,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

thank you, but how is that okay for them just to ignore me or you or anyone? Is there anything else I can do if they don’t respond because if not I have spoken to lawyers were the company has got there gaming license from and I will proceed with it through them if you think it would be a good idea.

because from what I have found is in the the Philippines

The Rule of Law: This principle ensures that all persons, institutions, and entities, public and private, including the State itself, are accountable to laws that are publicly promulgated, equally enforced, and independently adjudicated. As one legal opinion noted, "Serving the people" means enforcing and, when necessary, reforming the law in the open, not "bending" it on the fly.

Human Rights Laws: The Philippines is a signatory to numerous international human rights treaties, and domestic laws such as the Human Rights Defenders Protection Act (though still a proposed bill in the Senate) work to align national standards with universal human rights. 

so I would hope that it may have a impact on the there license if they don’t follow the correct procedure

Dear Dismsd,

based on our findings so far, there are serious indications that the casino’s claimed license may not be valid, which is also reflected in its very low Safety Index and poor cooperation history. If the casino does not respond, the complaint will be closed as unresolved, further negatively impacting its standing.

You are of course within your rights to escalate the matter to relevant authorities, and we will continue attempting to obtain an official response from the casino.

This is who owns the company and there licensing information also

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 Dismsd, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.