Toshi Bet Casino - general discussion (page 3)

I have to admit that from your side it sounds like a very clear situation. I also believe that addiction played a significant role here. My colleagues, the mediators, are very skilled at approaching such delicate situations with care, and I believe they will handle it all well.

Imagining you have not slept well for such a long time is very disturbing, have you been getting any form of mental care too? Sleeping pills may also be a temporary support tool of a sort. You must be so exhausted.

Dear Radka,

Thank you for your empathy. I need to be completely honest about the situation: this is my last hope. My life has been devastated. Due to these losses, I have lost my job, accumulated massive debts, and am facing eviction this very week because I cannot pay my overdue rent. 

I am currently under professional treatment at SICAD (the official Portuguese national service for addictive behaviors and dependencies). I am prescribed Escitalopram and Xanax to manage the severe anxiety and depression this situation has caused. I reached such a breaking point that I even sold my computer just to have money to gamble. Without these funds, I have no way to rebuild my life.

If I am successful in this recovery, the money will be managed entirely by my parents to ensure it is used only for my debt and basic needs. This is not about profit; it is about survival. I am at my limit, and Casino Guru is truly my final hope before I lose everything, including my will to continue.

I hope the team understands that behind these technical logs is a human life that was intentionally left unprotected by the casino.

Ahh, sometimes it happens; it is an antispam feature. I just approved those—sorry for the inconveniences.

I honestly hope you'll soon feel less in tension and more free in your mind. I imagine something like this probably never vanishes completely. I would like to believe there are ways to still live a quality life.

It is revolting to see a casino with this level of technology making so much profit while mocking addicted players. Everything was visible, yet they chose to ignore emails and chats just to keep the money flowing. Their support literally mocked my addiction. Jef asked me: "if you have a gambling addiction why you still using your account?" and Coco, after I said I was playing from a restricted country without protection, told me: "we must recommend your to use VPN to access our platform." and it is against their own terms!!

They claim to have tools they don't use, and they hide the ones they have. They detect duplicate accounts instantly to deny a bonus, but let them operate for weeks to drain a vulnerable person. They didn't "fail" to see me; they saw me perfectly and chose to profit from my illness. 

I concluded that much from your previous posts, and I get that from your position the situation looks pretty straightforward.

I'm personally interested to see how the casino will respond to your points. Will do my best to follow your complaint's progress.

It is indeed "straightforward." The casino admits they identified my account as a duplicate. If their technology is advanced enough to link two accounts to deny a bonus, it is advanced enough to see that the primary account was closed due to gambling addiction. 

The lack of professional training is staggering. When a player has a moment of clarity and begs for a block, a responsible operator doesn't leave the account wide open for hours or mock them by asking "if you have a gambling addiction why you still using your account?" . Even worse, they refused to close my account when I had pending bets, telling me to "reach to us tomorrow" —knowing full well that for an addict, "tomorrow" is an eternity of risk.

I’ve had to resort to creating new accounts just to get a response because they ignore every single email . This isn't just a "technical error"; it’s a deliberate choice to ignore safety protocols and profit from someone's illness.

I would also love to see what casino says... but it is always hidden from me. I would love to see their answers to my questions but it seems impossible. So far this are the only words from them in bitcointalk:

"Hi everyone,

This issue was resolved via Telegram on the 13th of January.

Please note that we do not offer refunds on money lost. We also advise all users to contact live chat for self-exclusion requests, as this provides the fastest response time. Email responses are not instant, as was explained to the user.

In reference to the screenshot shared of the chat with support, we would like to clarify that we offer full self-exclusion options only. We do not provide "withdraw-only" restrictions, nor do we apply betting limits, as was requested. During this interaction, we also offered to fully ban the account to prevent any further play.

The user also received all pending rewards, and the matter was resolved amicably."

on telegram I could have the support of a bridge person, that helped reopening my main account to withdraw my funds. imagine an addicted with funds on balance denied from withdrawing it. that was the amicable solution they are referring to lol. no refunds and they call it a resolution...

I believe I get it. Since none of us can see the casinos' standpoints, though, I believe it would be best to take a break from this situation and focus on peace of mind.

Martin will get back to you when the time comes, of course.