TG.Casino - Player's winnings confiscated on grounds of 'fraud' accusations.

I wanted to make a withdraw from my account.

I was asked to verify it.

I verified it, even provided back original documentation.

Casino responded that my account is closed and that all money(including deposits) was confiscated.

I asked them for further explanation, they told me that I have breached number 17 in terms and conditions:

17. Fraud

We will seek criminal and contractual sanctions against any Customer involved in fraud, dishonesty or criminal acts. We will withhold payment to any Customer where any of these are suspected. The Customer shall indemnify and shall be liable to pay to us on demand all costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, loss of profit, loss of business and loss of reputation) arising directly or indirectly from the Customer’s fraud, dishonesty or criminal act.

17.1. We reserve the right to confiscate any funds if any fraudulent activity or bonus abuse attempt is detected.

17.2. Using fraudulent game patterns to circumvent wagering of bonuses or take advantage of a certain game features is strictly forbidden and all winnings currently or due to be credited to your account will be retained. 

17.2.1. Fraudulent game pattern can be defined as any pattern of bets that is unfair and it's sole purpose is to circumvent the terms set by the casino and help you get unfair edge against the house. Fraudulent game pattern includes, but is not limited to:

- delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements;

- leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed;

- playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play;

- using strategies that take advantage of any software bug or failure. 

Step by step I can confirm that my bets werent part of any of this.

I didnt have any bonus, I didnt use anything regarding bonus or software bug or failure.

Casino got something wrong or have intent to rob me of my money.

I can provide you with any possible document from my side, I didnt make anything wrongfull, I was only betting on live casino and won.

Dear cuzar94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which game(s) exactly you played?
• When did you create your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

I have created my account on tg.casino on 30.03.2024.

I have played sports betting games which were voided due to some error, my money was returned.

My account was limited so I needed to gamble all that money before withdrawing.

I went on live casino, It was some live roullete game like xxxtreme lightning roulette or red door roulette.

I placed bets on red/black and a little bit I believe in series 5/8

I won some money, made profit of around 1k usd.

And that is all, they claim that I breached something. I can assure you that I didnt do anything that they claim I had done, if you can get them to tell you what precisely is the problem and If they have any proof of that, because there is no chance I have done anything wrong.

In the attachments I have included what is mostly the whole conversation after I have submitted documents for verification, after the verification was complete.

Pretty much every time they told me that my account is closed and they didn't clarify what precisely I have done.

If you need anything else or If I have not provided you with enough documents, I can submit this again.

Thank you very much, cuzar94, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, cuzar94,

I am sorry to hear about your unpleasant experience. 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 the resolution of this complaint.

Dear TG.Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and the winnings confiscated? What steps should the user take to unblock the account and/or withdraw the disputed winnings?

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 evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 cuzar94,

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 possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

If there is any progress on your issue or you need help, please let me know about it at branislav.b@casino.guru.

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