Toshi Bet Casino - Player is locked out of his account.

Hi Casinoguru team,

More than one month i created my toshibet account,after few days of playing ,i decided to change this bookmaker and to withdraw my balance.i have been log out instant,after withdrawal.when i tried to log in back,they said password is incorrect(many tries to change it but without success).i wrotte on live chat support and to email more than 10 messages different days,but every time they replied me back with same phrase: i need to wait team response.now they don t want answer me anymore.what can i do?thank,have a good day

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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.

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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.

• Have you double-checked that your login information (username and password) is correct?
• Have you received any emails from the casino with the possibility to change your password?
• Do you have any evidence that you have an account at this casino?

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 Veronika,

My log in details are saved automatically.

I uploaded all proofs from my email adress,i have deposit proof also if you need it.Thank you

Thank you very much, ciciari9511, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 there,

Thank you ciciari9511 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Toshi Bet Casino for their help in resolving this complaint. We would like to know why the player's account is blocked and what we can do to help resolve this issue.

Thank you!

Firstly ,thanks for the help Veronika and Peter also because you took the initiative now.

I hope they will reply back this time,i have been waiting for their response for more than a month.

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.

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Toshi Bet Casino.

It came to light that your complaint was purely sports-betting related. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter