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.

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 [email protected].

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

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?

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.

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.

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******[email protected]

Self Exclusion - Permanent, irreversible closure of the account.

Thank you.

Thank you very much, jeffrey.graham, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.  

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.

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.

Greetings,

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

Regards,

TigerGaming Team.

Dear TigerGaming Casino team,

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

Dear casino team,

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

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 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

[email protected]