TGP Casino - プレイヤーのアカウントアクセスがブロックされています。

I've signed up on 4th December 2024 and made $100 deposit. Then with some luck I've got up to $8k and make cash out of 5k. They said 1k limit per transaction and 3 times a day. So after a few days back and forth with the customer service * only 2 person* I dealt with the whole time Bianca and Peter. I managed to withdraw a total of 2.5k while I was playing and waiting to cashout more my luck hit again and I got up 29k with live games. Here come the real face of their casino. First they start to disable my live game as of 8th December 2024 so I asked them what happen and got the provider under some maintenance. So I've tried to play same game with another casino with no problems what soever. When back to tell them that and then they now have block my access to their casino by saying my iP location not allowed. So what do I do to get to them?

Dear Vile00,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you used any VPN or IP-masking location to register or access the casino website?

Could you please confirm if you passed the full KYC verification?

When was the last time you communicated with customer support? Have you tried reaching them via email after your access to the casino website was disabled?

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

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning! I have no idea how to change VPN so I am certain my VPN or IP the same when I was registered. They didn't require any KYC check but I did give them my true identity when signed up *can't withdraw with fault info* deposited with payid and withdraw by payid too according the them. I did reach out after my acc was deactivate by email. Got an reply from Bianca staged that I was violated there term?! I didn't deposit with bonus hence I've 2.5k cash out. So I don't know what to do

Good afternoon! I've access to my acc again sometime today afternoon. Just log in again and it works

I've just screenshot these now just incase something happen in the future. Look like my acc still inactive with slot and live games. No idea what is the whole point of denial my access early then granted my access again with all the games are disabled for me??!!

Thank you for keeping me updated. Before we assign your complaint to one of our resolvers, please forward me the emails, chat transcripts, or other communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru, along with all the other evidence that could be relevant to our investigation. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Hi! What do you mean by closure of my account? For some reason I'm still able to log in but not able to play any games at all.

I apologize, I meant the problem with opening your games and playing. Are you able to request a withdrawal of your winnings?

Have you tried reaching out to customer support in the meantime to inquire about the problem with accessing the games?

Yes I've reached out that many times also tried withdraw too but not luck. Those screenshot i send to your email have contents all info and convo about me asking what the problem and tried to withdraw.

Thank you very much, Vile00, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Me too trust me! It not often to win that much and it just suck when you get treated like a cheater when it all fair games so far

Dear Vile00,

I’m Kubo, and I will be handling your complaint moving forward. If there have been any updates regarding this case since the last communication, please feel free to share them with me.

As TGP Casino has not yet registered a representative account on our platform, they are unable to respond directly in this thread. However, I’ve reached out to their live chat support (agent Peter), which seems to be the only way to contact them. The only information I was able to gather is that your case is still under investigation, and they will notify you once it is completed. Unfortunately, they were unable or unwilling to provide any additional details or an estimated timeframe for the investigation's completion.

Let’s wait and see if the casino takes proactive steps to resolve your issue once our involvement is fully acknowledged. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience.

Best Regards,

Kubo

Hi Kubo! It seems to me the only agent they got is Peter and Bianca. I've tried again yesterday after a few days with no reply from them. All I got back is the same as you. They are not very helpful or willing to try. I hope now you have made your present acknowledged they will be more cooperating and get me an answer which is useless in first place because I've played and obliged the rules. It not my first rodeo so I dont know why they have come up with an excuse like that after I won 25k.

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 Vile00,

Despite my repeated efforts to contact the casino, I’ve unfortunately received no further cooperation or meaningful responses from them. This leaves us without any viable way to continue our investigation. The casino has been unwilling to provide any details about your case, and since they operate without a valid license and are not affiliated with any ADR service, there is no gaming authority to escalate the issue to.

As a result, I will need to mark your complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for, and I sincerely regret that we couldn’t achieve a better resolution. However, please note that unresolved complaints negatively impact the casino's rating on our platform, which may eventually influence their approach to player concerns. If they decide to respond in the future, we’ll reopen the complaint and notify you immediately.

To avoid situations like this in the future, I strongly recommend choosing casinos based on their reviews and ratings on reliable platforms. This can help ensure a safer and more transparent gaming experience.

I’m truly sorry we couldn’t be of more help this time.

Best Regards,

Kubo