Toshi Bet Casino - general discussion (page 5)

some screenshots about this case would be helpful. So we can show this to the world and avoid others to trust the casino RG.

I believe the players with those complaints can do that if they prefer to do so. This thread is full of warning in this regard. So, I see no point in screenshotting the whole complaint, to be honest. The results demonstrate the problem fully.

the results are not public that's the reason. can you take a screenshot of final reply with the conclusion? thanks

I see now. Shall we start with a summary:

Case summary:

The player from Germany filed a complaint against Toshibet Casino for neglecting his self-exclusion requests related to gambling addiction, which had led him to continue making deposits and accumulating losses. After multiple attempts to self-exclude, his account was only closed after he raised concerns, and he sought a refund for his losses due to the improper handling of his self-exclusion. We contacted the casino on his behalf, but the casino refused to issue a refund, interpreting the self-exclusion request as temporary and denying responsibility. Due to the casino's lack of cooperation, the complaint was marked as unresolved, and the player was advised to escalate the issue to the relevant gambling regulator for further assistance.

Final statement:

"I have managed to get in touch with the casino representative outside of this thread.

Unfortunately, they are not willing to cooperate and have made it quite clear that they are not considering a refund.

Here are some parts of their email:

The user in this case is using language such as "Close my account for an Unlimited time"

This doesn't mean "close my account permanently" to our support, this is understood as close my account without a set timeframe. As some users ask "Close my account for 1 month".

We will not be refunding this user. This isn't the first time someone who tried to play our RG system to get a full refund. 

...

It appears to have become a trend that users try to exploit this to ask for refunds on public forums, hoping companies will give it to them due to the negative publicity.

I would like to point out that we do not agree with the casino’s statements above. We consider your effort to self-exclude to be sufficient, and access to your account should have been restricted permanently.

Unfortunately, since they are not willing to cooperate further, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time."