TOTO Casino - Player requests reimbursement for underage gambling.

Complaint against TOTO – Gambling while underage

I would like to file a complaint against TOTO regarding gambling activity that took place while I was under the age of 18.

At the time, I was a minor, yet I was able to access TOTO's gambling services and gamble with real money. In my view, a gambling operator has a fundamental responsibility to ensure that minors cannot access and use its gambling services.

Despite being under 18, I was able to gamble and lose money on the platform. I believe that I should never have been permitted to gamble in the first place and that adequate age-verification and player-protection measures should have prevented this from happening.

For this reason, I am requesting reimbursement of the money I lost while gambling as a minor.

I would appreciate Casino Guru's assistance in reviewing this case and determining whether TOTO acted appropriately by allowing my gambling activity to take place while I was underage.

I am willing to provide supporting evidence, including information regarding my age, account, transactions, gambling activity, and relevant communication with TOTO.

My requested resolution is the reimbursement of the funds I lost while I was under the age of 18.

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Hello,

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.

• Are you currently of legal gambling age?
• Did you provide all your personal information truthfully during registration, including your correct date of birth?
• Did you complete KYC verification? If so, when was it completed?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

1. Yes I am now 23
2. I don't know this because It was 8 year ago
3. No I didnot have to do a kyc verification

Dear Player,

Thank you for your reply and for clarifying the situation.

Unfortunately, we are unable to assist you with this complaint. The alleged gambling activity took place approximately eight years ago, which means the case falls well outside our six-month timeframe for complaints. After such a long period, it is no longer possible for us to reliably investigate the circumstances or reconstruct the relevant timeline.

Additionally, gambling while underage is strictly prohibited, and players are expected to provide accurate personal information when registering an account. As you did not complete KYC verification and cannot confirm whether your correct date of birth and other personal details were provided during registration, we have no reliable way to establish that the casino knowingly allowed you to gamble while underage.

For these reasons, we have to consider this a cold case and cannot pursue it further.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.