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I was asked for KYC when I applied for withdrawal

After submitting KYC, my account was closed shortly after receiving a notification that KYC was complete.

It was closed due to a violation of terms of use.

I have no recollection of this, but the casino insists that I have violated their terms and conditions and will not even return the funds I deposited.

The content of the game was a live tournament held every weekend.

I got paid four weeks in a row.

I would like to request a refund of the remaining balance of approximately 1,400 USDT.

Incidentally, the exact same thing has happened at MegaDiceCasino, a sister store.

出金申請をしたらKYCを要求されました

KYCを提出後、しばらくしたらKYC完了の報告とともにアカウントが閉鎖されました

利用規約違反による閉鎖とのことでした

身に覚えが全くないのですが、カジノ側は規約違反の一点張りで預けていた資金さえ返してくれません

遊戯していた内容は毎週末にあるライブトーナメントで

４週連続で報酬を得ていました

残高約１４００USDTの返還を求めます

ちなみに系列店であるMegaDiceCasinoでも全く同様の事象が起きています

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.

• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
• Could you please send me a link or a screenshot of the tournament you participated in?
• Did you play any other games at this casino as well?
• What games did you play at their sister casino? Was your account at Mega Dice closed at the same time as your account at TGCasino?

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

Sent

Thank you for your confirmation.

Since the registered addresses are different, emails will be forwarded from two different addresses.

送信しました

ご確認よろしくお願い致します。

それぞれ登録しているアドレスが違うため２種類のアドレスから転送します

Thank you for your emails. Could you also please send me the link to the tournament you participated in? I have not received it yet.

Also, kindly specify which games you played.

Hello

The email you just sent has been forwarded to the specified address.

Thank you for your confirmation.

こんにちは

先ほど送信済のメールを指定のアドレスに転送しました

ご確認よろしくお願い致します。

Thank you for your email. Did you play Evolution baccarat in both tournaments in TG.Casino and Mega Dice Casino at the same time?

Yes I played

In both cases, only the player bet

I don't know what type of baccarat it is

The games displayed in multiplayer were different between TG and MegaDice.

はいプレイしました

なおどちらもプレイヤーのみベットしました

バカラの種類はわかりません

マルチプレイで表示されているゲームはTGとメガダイスで違っていました

Dear neros

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, Peter (peter.c@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 there,

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

I would now like to ask TG.Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

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 neros, After a thorough review of the account activity and internal reports, the casino has provided us with extensive evidence indicating clear instances of fraudulent gameplay. This includes irregular betting patterns, the use of unauthorized software or automated tools, and behavior consistent with account manipulation intended to gain an unfair advantage in a tournament bonus. Given the nature and weight of the evidence presented, as well as the casino’s compliance with industry-standard fraud detection protocols, we find no basis to challenge their findings. Consequently, the complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter