HomeComplaintsTigerGaming Casino - Player was able to open a new account after the old one as closed as per responsible gambling.

TigerGaming Casino - Player was able to open a new account after the old one as closed as per responsible gambling.

Black points: 1926

Amount: $3,853

TigerGaming Casino
Safety Index:Below average
Submitted: 16 May 2023 | Unresolved : 17 Jul 2023
Unresolved Our verdict

Failed self-exclusion

UNRESOLVED

Case summary

1 year ago

The player from Canada had previosly an account. They later requested self-exclusion and were granted it. However, in April 2023, they opened a new account with a different email.The casino team stopped responding, resulting in the case being closed as unresolved.

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1 year ago

Had an account - Account ID TG445784 - which i made 20 deposits in a week from Jan 25, 2022 - Feb 02, 2022. Afterwards i requested to self-exclude. I was granted the request.


In April 2023, I opened a new account with same information, except a new e-mail. After this short relapse, on March 25, 2023, I e-mailed their support team and asked for the account to be self-excluded - Account ID TG467585 - but the request went ignored.


From March 28th, 2023 to April 7th, 2023, i deposited a total of $3,853.24 over 20+ deposits.


Looking to have atleast the last deposits after the self-exclusion request on March 25th refunded.






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1 year ago

Dear jeffrey.graham,

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. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Do I understand correctly that this was the reason that you gave to permanently close your account?:


Self Exclusion - Permanent, irreversible closure of the account.


Have you ever mentioned a gambling problem when communicating with the casino, please?

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1 year ago

oh yes. It was to self-exclude due to a gambling problem. As per their instructions, under their responsible gaming policy, I chose Self Exclusion - Permanent, irreversible closure of the account. All other options were related to non-gambling issues. They made it clear:


 For Gambling issues:

Time out - Suspension of the account for a period of time between 1 week and 6 months.

Account cannot be activated before the end of the selected period


Self Exclusion - Permanent, irreversible closure of the account.

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1 year ago

To clarify, it seems that you chose a permanent self-exclusion as the reason for blocking your account, rather than explicitly mentioning a gambling problem. The casino lists permanent self-exclusion as the only option specifically related to gambling issues.

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1 year ago

Hello,


I received the following e-mail asking me to clarify:


Hi Jeff,

Thank you for contacting player services. This is Gaston and I hope this email finds you well!


I will need some information for security purposes. Please provide me with your date of birth, phone number and email. Afterwards, I would need some information regarding the closure:


- Confirm the reason for the closure

- FOR ALL NON GAMBLING ISSUES – WE OFFER ONLY REGULAR CLOSURE

(Indefinite closure with the option to re-open whenever player contacts us)

- For Gambling issues:

Time out - Suspension of the account for a period of time between 1 week and 6 months.

Account cannot be activated before the end of the selected period


Self Exclusion - Permanent, irreversible closure of the account.


--------------------------------------------------


I replied asking to self-exclusion option under "Gambling Issues"


Hello,


A***** **, ***4

705-***-***8

mor******ner@yahoo.com


Self Exclusion - Permanent, irreversible closure of the account.


Thank you.

Edited by a Casino Guru admin
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1 year ago

Thank you very much, jeffrey.graham, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Dear jeffrey.graham,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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1 year ago

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.

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1 year ago

Greetings,


Our Security team is looking into the case, we will get back to you once we have more information.


Regards,

TigerGaming Team.

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1 year ago

Dear TigerGaming Casino team,

Thank you for your cooperation. We are extending the timer by 7 days.

Edited by a Casino Guru admin
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1 year ago

Dear casino team,

please, do you have any updates or do you need more time for the investigation?

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1 year ago

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.

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1 year ago

Dear jeffrey.graham,


I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a very low safety index on our site. I strongly advise you to choose a licensed brand with a high safety index on our site in the future. This will help you avoid similar problems, and in the event of any issues, the chances of a successful resolution will be much higher.


If you have any questions or need further assistance, please let me know.


Best regards, Jozef

jozef.k@casino.guru

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