Top G Casino - Pelaajan tili suljetaan ja varat takavarikoidaan.

Complaint against Top G Casino

Dear Casino Guru team,

I would like to file a complaint against Top G Casino.

My account was suddenly banned without any justification or valid explanation from the casino. This action was completely unfair and abusive, especially considering that I had complied with all the requirements and rules of the platform.

At the time of the account closure, I had a balance of 1,670 USD, which has now aparently been confiscated. The fact that the casino refuses to provide a clear reason or evidence for this action strongly suggests an attempt to steal my funds under the false pretense of "terms and conditions."

Such practices are unacceptable, unethical, and potentially fraudulent.

I kindly request Casino Guru to intervene and demand that Top G Casino:

• Provide a valid and transparent explanation for the account ban.
• Release and return my balance of 1,670 USD immediately.

Sincerely,

Itzel T****

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Top G Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• What specific reasons, if any, were given by Top G Casino for your account ban?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Stay safe.

Dear Natalia,

Thank you for your reply. Please see my answers below:

• Which games did you focus on - slots, live casino, sports betting, etc.?

I only played slots.

• Did you pass the verification before you lost access to the account?

No, I was not able to complete the verification process because my account was blocked before it was finished.

• Did you accumulate your winnings with or without an active bonus?

My winnings were accumulated with an active bonus, but the bonus was fully released before I requested the withdrawal.

• What specific reasons, if any, were given by Top G Casino for your account ban?

No specific or valid reason was provided. My account was banned without justification, and my balance of 1,670 USD was confiscated.

I hope this clarifies the situation, and I kindly ask for your support in resolving this issue.

Sincerely,

Itzel T****

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Natalia,

Thank you for your reply. Unfortunately, I don’t have any communication to forward, since Top G Casino never provided me with any explanation for the account ban. Additionally, their live chat support does not work, which has left me without any way to obtain further information.

Best regards,

Itzel T****

Dear player, when and how did you discover that your account was banned? Do you have any specific errors when trying to log in to your account? Or did the casino send you an email with the announcement?

Could you please also specify if you have managed to upload any documents for verification before the account got banned? Or it wasn't required at all?

Hello again, Natalia. Here are my answers to your questions.

• Dear player, when and how did you discover that your account was banned? Do you have any specific errors when trying to log in to your account? Or did the casino send you an email with the announcement?

I discovered that my account was blocked (banned) about two days ago. I didn't see any error messages, just a message saying "your account has been banned" (I'm sharing a screenshot). No, the casino didn't send me any communication or email informing me of what happened.

• Could you please also specify if you have managed to upload any documents for verification before the account got banned? Or it wasn't required at all?

No, I wasn't able to upload any documents for verification because, at the time, the casino hadn't requested account verification.

I hope this information helps clarify any questions you may have. Thank you again for your help.

Best regards.

Itzel T****

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Tinoco_34 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Top G Casino for their help in resolving this complaint. We would like to know why the player's account was closed and their 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 Tinoco_34,

I have tried to contact the Top G Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter