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Dear Murat1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

According to the bonus Terms & Conditions and our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets), the maximum bet rule is considered an industry standard. Likewise, casinos generally reserve the right to confiscate winnings from bonus play if this rule is breached. For this reason, we prefer not to go against industry standards by penalizing casinos that enforce the maximum bet rule.

To better understand your situation and help us resolve the matter effectively, could you please provide the following information?

• Have you received any further communication from TG.Casino regarding the status of your withdrawal and max bet?
• Were any other promotions or bonuses applied to your account at the time of your gameplay?
• Do you have any additional evidence or documentation that supports your claim that the conditions differed from those stated?

If there is any other relevant communication between you and the casino, please share it with us as well.

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, Murat1980.

I have set all your mesages to private mode as requested.

Could you provide above-metioned additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread directly with your answear.

Thank you again for your cooperation.

Dear Murat1980,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello there,

Thank you Murat1980 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TG.Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

Thanks for picking this up. It’s very strange and frustrating, why they choose this way, while the proof clearly says different… they only repeat the terms, but the proof also shows that we VIP players get tailored offers.. as in this case and the max bet was not mentioned when they offered it.

All people that I have shown, mentioned that this is not correct… actually the pitboss from the channel and some other VIP players supported me, just someone in managment not agreed on it.

What is your experience in such cases ? If you mediate in between… does it work ?

p.s. friendly request, can you for now put this conversation on private for now…

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.

I have tried to contact TG.Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter