TG.Casino - Player’s self-exclusion request has been ignored.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered regarding your self-exclusion request.

To better understand your situation, could you please provide the following information:

• Could you confirm the dates when you sent the self-exclusion requests to the casino using the email addresses you mentioned?
• Do you have any supporting evidence, such as email confirmations or screenshots, that show you informed the casino about your gambling problem and requested self-exclusion?
• Have you received any responses from the casino regarding your self-exclusion requests?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication regarding this matter, please feel free to forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear sati725,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

they have responded but never followed the ip self exclusion like promised. I do have emails I can forward off to u in regard to this. I’ve lost so much because of an addiction and informed them however they let my same ip same ios phone always work on it. I lost thousands…

I’ve forwarded them off both my emails right now where it indicates it all

Screenshots from the player:

Hi sati725,

I see that on September 27th, you submitted a self-exclusion request from the email address s****4@icloud.com.

• Could you confirm when this specific account was closed?
• Additionally, how many accounts have you created with this casino, and did you send self-exclusion requests from all the email addresses associated with those accounts at TG.Casino?

Thank you.

I have sent it from every single one and also asked for a IP ban I sent you the email thread yes sir

They won’t help in any way all I want is a refund they’ve taken so much from me due to my addiction sir

Hi Sati725,

I’m sorry, but it looks like you haven’t answered any of my previous questions. I noticed that you submitted a self-exclusion request on September 27th from the email address s****4@icloud.com.

• Could you please confirm when this account was closed?
• Additionally, how many accounts have you created with this casino, and have self-exclusion requests been sent from all email addresses associated with your accounts at TG.Casino?
• Was any of the accounts closed already?

Thank you.

They’ve all been closed after I made a fuss explaining it but nothing refunded. Also on top of that they didn’t close them efficiently and also I was told it would be a ip self exclusion however that was never done. I have had 3-4 accounts with this casino it’s due to my addiction…

Hi Sati725,

I see that you submitted a self-exclusion request on September 27th from the email address s****4@icloud.com, which is really important in cases like these.

• Could you please confirm when exactly your account was closed?

It’s crucial for us to know how many days passed between your self-exclusion request and when your account was finally blocked. Without this information, we won’t be able to move forward with your case.

Ideally, we would also like to review your cashier history to check if any deposits were made into your casino account after September 27th. This will help us get a clearer picture of what happened.

Thank you so much for your cooperation.

I don’t have access to any of the history and it wasn’t closed for a day I think after.

I had to make a fuss to close it.

Hi Sati725,

• Just to confirm, did you request the closure of your account on the 27th, with the account being closed the following day? If so, please understand that the casino acted within a typical timeframe.
• Now that we’ve established the first account was closed within an acceptable time window, could you let us know about the remaining accounts?
• Specifically, when were those accounts closed?

Thank you.

Dear sati725,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.