TikTok Casino - Player's bonus has been confiscated.

I used a deposit bonus at this casino, but due to a system error, the wagering requirements and other details never displayed.

I had no choice but to contact support. I fulfilled the wagering requirements, but the bonus wasn't converted to cash. Even after contacting support, there was no progress whatsoever. A month passed, and the bonus expired.

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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.

• What was the response from the casino customer support after you informed them that the bonus was not working properly?
• Were you offered the option to cancel the bonus and continue playing with real money only?
• How were you able to determine that you fulfilled the wagering requirements if the bonus details were never displayed?
• Have you experienced any similar issues with bonuses at this casino in the past?
• What happened to your balance after the bonus expired?

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

The balance has disappeared.

I contacted support to confirm the remaining wagering requirements and then placed additional bets.

Support only says they are investigating and has not responded further.

Please forward me all the communication between you and the casino customer support regarding the issue with your bonus at veronika.f@casino.guru.

Not in a format that can be submitted

I understand. If it's not possible to share the communication with me, either as screenshots, emails, or screen recordings, please answer the following questions:

1. What was the response from the casino customer support after you informed them that the bonus was not working properly?
2. Were you offered the option to cancel the bonus and continue playing with real money only?
3. How were you able to determine that you fulfilled the wagering requirements if the bonus details were never displayed?
4. Have you experienced any similar issues with bonuses at this casino in the past?

1 no

2 cannot play with this casino bonus until your real money balance is depleted

3 Confirm the bet amount displayed in the game

4 no

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to TikTok Casino to participate in this discussion.

Dear TikTok Casino,

Could you please provide clarification on why the wagering requirements and other relevant details were not visible in the player's account? The player has reportedly informed you about this system issue, yet it appears to have gone unaddressed. The player asserts that they have met the wagering requirements, but the bonus has not been converted into cash. Could you please explain the reason for this?

If there are any factors affecting this matter that cannot be shared publicly, do not hesitate to share them with me directly at michal.k@casino.guru.

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 andandjonnyx,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru