Tip-Top.bet Casino - Player’s account remains active despite closure requests.

Hello,

I am submitting this complaint regarding the failure of Tip Top Bet to appropriately act on my responsible gambling concerns and repeated requests for account closure. Despite clearly informing the casino of my gambling-related issues and requesting both intervention and self-exclusion, my account remained fully active and continued to accept deposits. As a result, I incurred significant additional losses that could have been prevented.

Background and Initial Losses

Between 7 and 11 May 2026, I deposited a total of €2,150 and withdrew €500, resulting in a net loss of €1,650.

On 12 May 2026, I submitted my first formal complaint to Tip Top Bet. In this email, I expressed serious concerns regarding responsible gambling protections and highlighted the rapid accumulation of deposits without adequate safeguards. In particular, I raised concerns about the lack of affordability checks, Source of Wealth verification at an earlier stage, and the absence of meaningful deposit or loss limits.

In that same message, I requested a review of my losses and reimbursement, as I believed the casino had failed in its duty of care. I did not receive any response, and my account remained fully active without any restrictions or intervention.

Continued Gambling and Lack of Intervention

Because my account remained open and unrestricted, I continued gambling. On 25 May 2026, I lost a further €1,175, increasing my total net losses to €2,825.

At this point, I had already raised responsible gambling concerns, yet no action had been taken by the casino. My account was still fully operational, and I was still able to deposit and gamble without any effective limitations or intervention.

Second Complaint and Explicit Account Closure Request

On 26 May 2026, I sent a second email to Tip Top Bet. In this message, I explained that my previous complaint had been ignored and that no responsible gambling measures had been applied. I explicitly requested:

Permanent account closure and self-exclusion

Immediate blocking of deposits and gambling activity

Written confirmation that the account had been permanently restricted

This was a clear and direct request for responsible gambling action.

The casino responded for the first time, stating that my complaint would be forwarded to the relevant department and requesting Source of Wealth documentation. However, no immediate action was taken to restrict or close my account, and I was still able to access and use it.

Follow-up Communication

On the same day (26 May 2026), I responded explaining that my original complaint had already been submitted two weeks earlier and that the lack of response or action was unacceptable given the responsible gambling concerns raised.

I again requested immediate account closure and confirmation that no further deposits would be possible. I did not receive any reply.

On 30 May 2026, I sent a further follow-up email reiterating that my account was still active, that I was still able to deposit, and that no restrictions had been applied despite my explicit request for self-exclusion. Again, I received no response.

Further Losses After Closure Request

Despite clearly requesting permanent account closure and deposit blocking on 26 May 2026, my account remained fully active. I was therefore able to continue gambling and subsequently lost an additional €2,150.

Current Situation and Total Losses

My total losses with Tip Top Bet now amount to €4,975, broken down as follows:

€1,650 net loss before first complaint

€1,175 lost after first complaint (12 May 2026)

€2,150 lost after explicit account closure/self-exclusion request (26 May 2026)

The most serious issue in this case is the €2,150 lost after I explicitly requested permanent account closure and self-exclusion, which was not acted upon.

Grounds of Complaint

I believe Tip Top Bet failed in its duty of care in the following ways:

Failure to respond to my first responsible gambling complaint

Failure to implement any protective measures after being alerted to gambling-related concerns

Failure to close or restrict my account after a clear and explicit self-exclusion request

Continued acceptance of deposits despite repeated warnings and requests

Had the casino acted appropriately after my first complaint and especially after my closure request, the additional losses would have been avoided.

Requested Resolution

I respectfully request that Casino Guru assist with the following:

Permanent closure of my Tip Top Bet account

A full review of the casino’s handling of my responsible gambling complaints

Refund of €2,150 lost after my explicit request for account closure and self-exclusion

Consideration of additional refund of €1,175 lost after my first complaint, due to lack of response and intervention

i provided communication history. I can also send deposit history and proof that my account is still active.

Thank you for reviewing my complaint, Liss.

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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.

• Is your account still open, or has the casino closed it in the meantime? If it has been closed, kindly specify the exact date when the closure took place.
• Have you completed the full KYC verification process at this casino?
• Have you contacted the casino via live chat or any other channel requesting closure or self-exclusion of your account?

From the screenshots you provided, there is no mention of gambling-related harm in your first email sent to the casino on 12 May. In this message, you only stated that you were able to register, deposit, and play despite the casino not having a Dutch license. Please note that this is not considered a valid self-exclusion request from our perspective, as we do not investigate complaints related to licensing regulations and policies. Gambling-related harm was mentioned only in your later emails; therefore, we would be able to ask for a refund only for deposits made after your second email, sent on 26 May.

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

Hello Veronika,

Thank you for your reply.

My account is still active and has not been closed. I am still able to access the account and make deposits.

Regarding your question about KYC verification, I am not sure whether I have completed the full KYC verification process. Apart from the communication mentioned below, the casino never informed me that additional verification steps were required, nor did they request any further documents from me. Therefore, to the best of my knowledge, I have not completed a full KYC verification process, as no further action was requested by the casino.

Regarding verification, I contacted the casino via WhatsApp on 7 May about the verification status of my account. The VIP manager responded with the following message:

"As I see your account is going through the verification at the moment, I have requested it to be verified. It will be soon. Indeed it does not need a verification for now, but once you request the withdrawal we will contact you and ask you for relevant information."

After this message, I did not receive any further updates regarding verification and my account remained fully accessible for deposits and gambling activities.

The casino only asked about Source of Wealth after my second complaint/email. This was not a standard compliance or verification request initiated by the casino itself, but rather a response to the concerns I had raised.

After receiving this response, I asked what the purpose of the Source of Wealth request was and what specific documents they expected me to provide. I never received any answer to these questions. Despite the matter remaining unresolved, my account stayed active and I continued to be able to deposit and gamble without restrictions.

I contacted the casino multiple times by email, both through support@tip-top.bet and directly through the VIP manager at oliver@tip-top.bet. I also attempted to contact the casino through the live chat, but the chat continued loading and never connected me to an agent. Therefore, I was unable to use that channel successfully and did not attempt it again afterwards.

Regarding your comment about the timeline, I understand that from your perspective the relevant period begins after my email of 26 May, where gambling-related harm was explicitly mentioned. I was already assuming that any potential refund consideration would therefore only concern deposits made after 26 May, as well as the closure of my account following that communication.

I also have supporting evidence available, including screenshots of my deposits, the WhatsApp conversation regarding the verification of my account, copies of my email correspondence with the casino, and a screenshot showing that my account is still active and accessible. If required, I would be happy to provide these screenshots and documents to support my complaint.

Thank you for your assistance and I look forward to hearing from you.

Kind regards,

Liss

I would like to provide an update regarding my ongoing complaint against Tip Top Bet.

As my account remains active, I recently sent another email to Tip Top Bet requesting the immediate closure of my account, an update regarding my complaint, and a response to my refund request.

In addition, I contacted the casino through their live chat service. This time I was able to reach an agent. However, I was informed that the live chat team is unable to close my account and that all communication regarding my case must be handled through my VIP Manager.

The live chat agent stated that they would notify the VIP Manager about my situation and that the VIP Manager would contact me directly.

Unfortunately, I have received similar assurances before and my VIP Manager has not responded to my previous emails. Therefore, I have little confidence that I will receive a meaningful response without further intervention.

My account remains open and accessible despite my repeated requests for closure due to gambling-related concerns.

I have screenshots of the live chat conversation and can provide them if required.

Please forward all communication between you and the casino customer support, including emails, WhatsApp messages, and live chat conversations, to veronika.f@casino.guru.

Thank you in advance for your cooperation.

Dear Veronika,

I wanted to follow up regarding the evidence and correspondence relating to my complaint against Tip Top Bet, which I sent to your email address last Monday following your request on the Casino Guru forum.

As I have not yet received a confirmation, I was wondering whether you received the email and attachments in good order.

Could you please confirm that everything has been received successfully and let me know if any additional information is required from my side?

Thank you for your time and assistance.

Kind regards,

Alissa R.

Dear Liss34

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, Igor (igor.p@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

Dear Liss34,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Tip-Top.bet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Tip-Top.bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Tip-Top.bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for contacting us and for giving us the opportunity to clarify the situation.

We have reviewed the player’s case and the available communication history on our side.

First of all, we can confirm that the player’s account has already been permanently closed. The player has also been removed from promotional and marketing communications, and she will no longer be able to access or use the account.

Regarding the timeline, the player refers to an alleged complaint sent on 12 May 2026. After checking the available communication channels, we were not able to locate a received request from the player dated 12 May 2026. Based on the information available to us, the first relevant complaint received from the player was on 26 May 2026.

After the complaint was received, the matter was escalated internally for review. As part of this process, the player was asked to provide Source of Wealth documentation. This request was necessary for the Compliance review, including AML, responsible gaming, account activity, transaction history, and any potential reimbursement assessment.

The player later provided Source of Wealth documentation. The case has now been officially registered with our Compliance Department under case number 53882. The player has been informed that the review is ongoing and that she will be updated once there is a result or if any further information is required.

At this stage, we cannot confirm the refund amount claimed by the player. The claimed losses and the circumstances around the account activity are still subject to internal Compliance review. For this reason, we are not able to provide a final refund decision until the review is completed.

To summarize our position:

• The account is now permanently closed.
• The player has been unsubscribed from marketing communications.
• We could not locate a received complaint/request dated 12 May 2026 in our available channels.
• The first relevant request found in our records was received on 26 May 2026.
• The refund request has been escalated and is currently under Compliance review.
• The claimed refund amount has not been accepted or rejected at this stage, as the review is still ongoing.

We remain available to provide any additional information that may be required for the complaint review, subject to privacy and data protection requirements.

Kind regards,

Tip-Top Casino Team

hello Igor,

Thank you for sharing the casino's response.

I would like to comment on several statements made by the casino, as I believe some important information has been omitted or is inaccurate.

First, the casino states that they could not locate my email dated 12 May 2026. However, I have already provided Casino Guru with clear evidence that this email was sent. I also sent several follow-up emails after 12 May because I did not receive any response for weeks. Therefore, I respectfully disagree with the casino's statement that the first relevant communication was only on 26 May.

Second, although the casino states that my account has now been permanently closed, my account was not closed until 15 June 2026. Even if the casino considers my email of 26 May 2026 to be the first relevant request, no immediate action was taken after that date. My account remained active, allowing me to continue depositing and gambling despite my request for account closure due to gambling-related harm. In my view, this delay is an important aspect of this complaint.

On 26 May, instead of closing my account, the casino replied by requesting Source of Wealth documentation. I responded by asking what specific documents they required and for clarification regarding their request. I did not receive any reply to those questions. Casino Guru already has evidence of this email exchange.

As I still had not received a response regarding the closure of my account, I sent another email again requesting that my account be closed. I also proactively provided my Source of Wealth documentation. The casino now states that they never received this email. Because of this, I had to send my Source of Wealth documentation a second time before it was finally acknowledged.

Third, the casino states that I have been unsubscribed from all marketing communications. However, I am still receiving promotional and marketing emails from the casino. I can provide screenshots of these emails if required.

The casino also states that my refund request is currently under Compliance review. I appreciate that they have finally started reviewing my case. However, they omitted an important detail in their response to Casino Guru.

Last week, my VIP manager informed me by email that my case (Case No. 53882) had been officially registered with the Compliance Department and that, due to the nature of the review and coordination with payment and legal partners, the estimated processing time would be 3 to 6 months.

This timeline was communicated directly to me but was not mentioned in the casino's response to Casino Guru. In my opinion, a waiting period of up to six months for a complaint that has already been pending for several weeks is excessive, especially considering that I initially contacted the casino on 12 May and, even according to the casino's own position, raised gambling-related harm on 26 May.

I have evidence supporting all of the above, including:

The email sent on 12 May 2026.

The follow-up emails requesting assistance and account closure.

The email correspondence regarding the Source of Wealth request.

The email confirming Case No. 53882 and stating that the Compliance review may take 3 to 6 months.

Screenshots showing that I am still receiving promotional emails from the casino.

If required, I would be happy to provide all of these documents, including the email confirming the estimated review period of 3 to 6 months.

Thank you again for your assistance, and I appreciate your continued review of this complaint.

Kind regards,

Alissa

Dear Liss34,

Thank you very much for your detailed message and the additional clarification.

After a thorough review of your communication with the casino, I would like to clarify that in your very first email from May 12, neither self-exclusion nor a gambling problem was mentioned. As my colleague Veronika already explained, you should only be eligible for deposits made after May 26.

Dear Tip-Top.bet Casino,

Thank you for your reply and for joining this complaint.

I would like to point out that the player's account was closed almost 20 days after the initial self-exclusion request, which we do not consider to be a reasonable timeframe.

The player's account should have been closed as soon as possible, or at the very least, preventive measures should have been implemented.

Additionally, I would kindly ask you to send me an email containing a complete overview of all the player's deposits and withdrawals made after May 26.

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.