TTM Casino - Pelaajan voitot takavarikoidaan.

I recently signed up for this site and was lucky enough to get a win

I tried to withdraw first 500 pound then 800 pound. I was told they were being processed and not to worry . After a week I finally got confirmation that the first withdrawal had been processed only for a few minutes later for it to be cancelled. I reached out to them and was told I have broken they max bet amount that day before ( 7 days after my initial withdrawals ) doing a bonus buy which in itself is entirely unfair as it was not bonus money. They have just found a way not to pay my legitimate winnings. Please could you look into this

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.

Dear Jambo2114,

Thank you very much for submitting your complaint.

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

6. The maximum bet you can place while using an active bonus depends on your loyalty level.

Could you please advise on your loyalty level? Additionally, do I understand correctly that you were not aware of playing with a bonus?

Thank you in advance for your reply.

Best regards,

Attila

Hi I was not playing with a bonus they state that I breached there terms and conditions by doing a bonus buy which was over 50 pound with my own funds not bonus related . I wasn’t aware of this and have never come across anything like it. I also made 2 withdrawals before this so called breach which they are now also refusing to pay. I’ve again tried to withdraw the funds but have heard nothing back

Dear Jambo2114,

Thank you for your response.

Do you currently have access to your account? If so, could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Hi here is my bonus history

Here is the history of my failed withdrawal attempts in case thats helps also

Dear Jambo2114,

Thank you for your response. Could you please advise when exactly did you cancel the bonuses displayed in your bonus history? Have you cancelled them before placing any bets?

Additionally, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

I have emailed the casino requesting this information I am awaiting there response

I would also mention that the casino does not say I breached any bonus conditions they say I broke max bet from my own funds.

I had 2 withdrawals before these alleged breach anyway which they never paid

They are now ignoring my emails whilst I still have a 3100 pound withdrawal pending

Dear Jambo2114,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Here is my email sent to request game history. I’ve asked again today but they won’t reply

They have not credited my withdrawal back to my account but will not tell me if I can withdraw it. They know I haven’t broke any rules so they are now just using delay tactics

Dear Jambo2114,

Thank you for your response. Could you please advise whether the funds in question have been returned into your account? Are they available for withdrawal?

Thank you in advance for your reply.

Yes the funds have returned to my account I’ve now tried again to withdraw the funds

The last withdrawal was pending for month before being cancelled

Here is my withdrawal history

Hello Jambo2114,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thanks look forward to hearing from you

Dear Jambo2114, thank you for your response. Do you have any updates for us? Have you received the withdrawal?

Thank you in advance for your reply.

I have not received my withdrawal, I don’t think they have any intention of paying me it to be honest

I’ve still heard nothing back form the the request about my gameplay history either

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, Stefan (stefan.m@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,

Attila

Dear Jambo2114,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from TTM Casino to join this conversation and assist in addressing the complaint.

Dear TTM Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.