TedCasino - Player’s winnings have been confiscated.

Hello I’ve had this casino open for a few years made a few deposits I’m the past, I deposited £1000 on the 7/8/24 and won £5600 mainly on roulette, few hours later they contacted me asking for my proof of ID, I sent driving license, proof of address (council tax) & proof of deposit (PayPal showing my email and name like requested) all sent over then about 12 hours later they send me a email saying the account was registered with several different sets of details, and said they are giving me my deposit back and kept the winnings, they will not tell me at all what details are different, my PayPal is shellyroutle****@gmail.com and my casino email is shellyroutle*****@gmail.com so that’s the only thing I can think is different with my details but having a PayPal with a different email is not breaking any terms and conditions, I asked them for a complaints email and they give me a fake one that bounces back, in no way am I lying or use any details that are not mine, they ignore my emails they ignore me on chat please can you try help me with this it’s causing me so much stress and anxiety

Hello Shellyrout,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ted Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Did you use only your own deposit method and uploaded documents in your name? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello thank you for your response I started the verification process on the 9/08/24 only a few days ago, I uploaded my driving license for proof of ID, my council tax bill for proof of address which is in date like required and then proof of my PayPal which is my PayPal, I have only uploaded my documents and only ever played with my I have done absolutely nothing wrong other than win I haven’t spoke to the casino as they will not respond to me in anyway they just blocked my account and then refused to talk to me or answer any questions

Dear Shellyrout,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Thank you I have emailed him across the email they sent me closing my account for some made up reason

Dear Shellyrout,

Did they ever specify what do they mean by "several different sets"? Does it mean that you used different registration details are the documents forwarded or something else?

Hey they wouldn’t tell me that chat was really rude to me when I went on and asked them what was different they will not tell me because it’s just some made up excuse to not pay out, they asked me for my documents so I sent in my driving license, proof of PayPal ownership & council tax bill for proof of address all mine all linked to my address that’s on my account

Thank you Shellyrout for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Shellyrout,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear TedCasino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

They have now changed it from details didn’t match to saying I had a self exclusion, which I did in 2015 7 years before I opened my account with ted casino, I had my account with ted casino for 2 years never an issue whilst I would deposit and lose but then a problem the moment I won, literally 2 minutes after winning £5600 they wanted ID which I sent, all my own ID, all linked to my account, and the self exclusion I did with Gamban wasn’t because of addiction it was because I had a big win and didn’t want to put it back in, I don’t get how a self exclusion from 7 years before I open account with ted casino which I used for 2 years breaches and terms & conditions they are breaking rules themselves by keeping my winnings for absolutely no other reason than corruption

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 Shellyrout,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you submit a complaint to the casino's ADR (eCOGRA) or directly to the regulator (MGA). I am also adding general information about complaint processes HERE.

In case of any questions or news from the ADR/MGA, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru