Golden Tiger Casino - プレイヤーのアカウントはブロックされました。

Dear Sir/Madam! I had a dispute with Golden Tiger Casino - the casino blocked my account and refused to receive funds in the amount of 2622.00 USD.

On March 1, at the direction of the casino, the following documents were uploaded to my account: a passport and a photo of a bank statement.

On March 16, I uploaded a passport, a photo of a bank statement, a screenshot of the Skrill e-wallet profile to my account.

On March 26, Golden Tiger Casino informed me that it would take 2 business days for my withdrawal to be processed. But the funds did not arrive in my wallet within the timeframe specified by Golden Tiger Casino.

I have repeatedly contacted Golden Tiger Casino in the hope of getting information about the timing of the transfer of funds. Also, relevant messages were sent at the direction of the casino to riskmanagement@casinorewards.com.

Golden Tiger Casino repeatedly violated the reasonable deadlines for withdrawing my funds. Also, Golden Tiger Casino blocked my account, and without giving reasons. And now Golden Tiger Casino refuses to receive my funds in the amount of 2622.00 USD.

I am an honest player and all my actions are in the legal field, my gaming behavior is fully consistent with the local legal acts of Golden Tiger Casino. I provided Golden Tiger Casino with all the documents that the casino requested.

I am convinced that the actions of Golden Tiger Casino in relation to me are not lawful.

Moreover, I believe that Golden Tiger Casino is not entitled to invoke some circumstances (due to the current regulatory framework) that are beyond my control and to which I am not directly related, arguing the refusal to pay out my funds.

The official claim was sent to the casino on May 11, but I did not receive a response to it.

Please help me to resolve the dispute.

Dear DammH,

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 made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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

Dear The Guru! I have the following for your questions:

yes, there have been successful withdrawals in the past;

the casino did not notify me in a separate letter about the successful completion of the verification, however, I received letters in which the casino reported that the withdrawal of funds was being processed and would be credited to me within two days. If the verification had not been successfully passed, I would not have been able to put the funds for withdrawal;

winnings have been accumulated without an active bonus.

I hope for your help.

Thank you very much for your reply, DammH. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

good afternoon sent

Thank you very much DammH for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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 soon.

Hi DammH,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Golden Tiger Casino to the conversation to participate in the resolution of this complaint.

Hey Peter

Unfortunately this case is the same situation as the others. Due to the current regulatory environment I am not able to help any further with this case.

Hi DammH,

The casino has stated in other complaints regarding players from Belarus the following: "Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal." They have also told us that due to this "regulatory framework", they are unable to supply any further information on the matter. After discussing this internally, we have come to the decision that the best thing you can do is to contact the Kahnawake Gaming Commission and submit a complaint to them (complaints@gamingcommission.ca). Please let us know once you have made contact and we will close this complaint temporarily while the Gaming Commission investigates. Once this has been concluded, we can reopen this complaint and proceed as is appropriate. Please keep me updated (peter.m@casino.guru).

Best regards,

Peter

Hi DammH,

We received a message from the casino stating that the regulator and the eCogra decided in favor of the casino. Could you please forward the emails with the decision to my email address (peter.m@casino.guru)?

Dear DammH,

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

Good afternoon! eCogra denied my complaint.

According to the decision of the Kahnawake Gambling Commission "your funds have not been confiscated and when circumstances permit, the casino will reopen your account and resume processing your payment."

To my regret, I cannot know when all this will happen, and I and my family need my funds in the very near future.

Screenshots of responses sent to peter.m@casino.guru.

Добрый день! eCogra отказал в рассмотрении моей жалобы.

Согласно решению Комиссии по азартным играм Канаваке " ваши средства не были конфискованы, и когда позволят обстоятельства, казино снова откроет вашу учетную запись и возобновит обработку вашего платежа".

К моему сожалению, я не могу знать, когда все это произойдет, а мои средства мне и моей семье нужны в самое ближайшее время.

Скриншоты ответов отправлены на peter.m@casino.guru.

Hi DammH,

Thank you for your email. I completely understand your frustration but I'm afraid as long as the regulatory situation remains as it is, there's nothing I can do to help you. We can only hope it will all end soon. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter