Touch Casino - Player’s account was closed due to unproven accusations.

ems1201

Visitor

4 DAYS AGO

Hello,

I was long time customer from touch casino I played and won big amounts. They provided me with a black Friday bonus

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I won 3300 euro deposit allot of money.

STARSCREAM LTD. SUSPECTS that you are engaged in illegal and/or fraudulent activities when using the Website; or in breach of this Agreement; or that you are having problems with creditors or otherwise detrimental to our business, we may freeze or terminate your account or cancel any stakes at our absolute discretion.

I asked for proof they couldn't give me any. This is so concerning that they can do this without any evidence.

Hello ems1201,

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

Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever bonus or withdrawal request from the casino? Is your account currently blocked?

When was the last time the casino contacted you and what was it about?

Looking forward to your answer.

Regards,

Nick

First deposit was in january 2023 i think I got verified after i got many promotional emails. They changed licenses I am not sure what has happened after.

Really unfair they send out promotions and once you win they just say you are a fraud. Really easy and common for this new group now.

Hello ems1201,

Do I understand it correctly that the issue occurred last year? Can you please forward the communication between you and the casino where they mentioned the breach of terms to nikolas.b@casino.guru?

I forwarded all thank you.

Hello ems1201,

As the casino did not specify the exact term you breach, I will be now forwarding your complaint to my colleague Branislav (ranislav.b@casino.guru) who will be assisting you from now on and will try to get more information from the casino regarding the case.

Wish you best luck resolving it.

Regards,

Nick

Hello, ems1201,

I am sorry to hear about your trouble. 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 Touch Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been closed and the winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its 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.

Yes they are never responsive. So frustrating. That I only have voided winnings for nothing.

I used to play there allot since the new license provider. They just confiscating winnings all around.

Alright, ems1201.

I received only an incomplete explanation from the casino, so I asked them for additional details/evidence some time ago. If I understand it correctly, for some reason, the casino is not willing to further cooperate in resolving the matter, and the casino representative even stopped responding. However, fortunately, we are talking about a casino with a good license, and I strongly recommend you file a complaint with the regulator directly. You can find more about the complaint process (Kahnawake Gaming Commission (KGC)) HERE. Also, we have an article dedicated to submitting complaints HERE.

Can you please submit a complaint to KGC and provide me with a confirmation of the submitted complaint?

It should be done by sending an email to a specific email address, so it would be highly appreciated if you could forward me your email with the complaint to my email address (branislav.b@casino.guru) or post a screenshot of the email (with all the necessary details) directly here, with your next response.

Looking forward to hearing from you.

Dear ems1201,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the additional information received from the complainant via email, we reopened and updated the case accordingly.

The regulator decided in the favour of the casino. Since we believe KGC reviewed and investigated the matter sufficiently in cooperation with the casino, we respect their ruling.

As the last solution, the complainant was advised to turn to the casino's ADR. In case the ADR decides in the favour of the user, they can provide us with ADR's ruling, and we will be very glad to review the case again and possibly reconsider our decision.

Best regards,

Branislav, Casino.Guru