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I made a deposit of €20 using cryptocurrency and, after playing slots, managed to win €600. I tried to withdraw my funds, but my requests were cancelled several times without explanation.

I contacted technical support and they told me I needed to complete the verification process. I sent all the necessary documents, which were under review for approximately 50-55 hours. After following up with support, they finally approved my verification, confirming that everything was in order, but told me I would have to wait a little longer for the withdrawal.

After another 50 hours of waiting with the withdrawal pending, I tried to access my account and discovered it had been blocked. When I inquired about the reason, support simply quoted clause 2.9 of their terms: "Notwithstanding any term of this Agreement, we reserve the right to block and terminate your Account at any time, at our sole discretion, without providing cause or explanation."

I believe this action is unfair and abusive, as I have not violated any rules and only wish to withdraw my legitimate winnings. Support has stopped responding to my messages. I request your assistance in getting the casino to release my funds (€630).

Hice un depósito de 20 EUR a través de criptomonedas y, tras jugar en las tragamonedas, logré obtener una ganancia de 600 EUR. Intenté retirar mis fondos, pero mis solicitudes fueron canceladas varias veces sin explicación.

Me puse en contacto con el soporte técnico y me indicaron que debía completar el proceso de verificación. Envié todos los documentos necesarios, los cuales estuvieron en revisión durante aproximadamente 50-55 horas. Tras volver a insistir al soporte, finalmente aprobaron mi verificación, confirmando que todo estaba en orden, pero me dijeron que debía seguir esperando para el retiro.

Después de otras 50 horas de espera con el retiro pendiente, intenté acceder a mi cuenta y descubrí que había sido bloqueada. Al preguntar por el motivo, el soporte se limitó a citar la cláusula 2.9 de sus términos: "Sin perjuicio de cualquier término de este Acuerdo, nos reservamos el derecho de bloquear y cancelar su Cuenta en cualquier momento, a nuestra entera discreción, sin proporcionar causa ni explicación".

Considero que esta acción es injusta y abusiva, ya que no he violado ninguna regla y solo deseo retirar mis ganancias legítimas. El soporte ha dejado de responder a mis mensajes. Solicito su ayuda para que el casino libere mis fondos (630 EUR).

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Hello,

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

• Did you accumulate your winnings with or without a bonus?
• Am I correct in understanding that all the documents that you sent to the casino for verification were approved before your account was blocked?
• Which slot games did you play?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Hi Veronica, thank you for your help. Here are the answers to your questions:

Regarding winnings: I accumulated my winnings using only my own money. I did not use any type of bonus to play.

Regarding the verification: Yes, I absolutely confirm this. The support team reviewed my documents and explicitly assured me that the verification had been successfully completed and that everything was in order. It was right after this approval, while my €600 withdrawal was pending, that they suddenly decided to block my account. First they approved me, and then they banned me.

Regarding the games: I don't remember the exact name of the provider, but it was a game similar to "Taki Tuki". The mechanics involved collecting fruit to fill a bar on the right; once full, that fruit disappeared, leaving only the highest-value symbols on the reels.

Regarding the IP address: There is no possibility. I live alone and no one else has access to my network or has been able to create an account using my IP address.

I await your news and I greatly appreciate your mediation.

Hola Verónica, gracias por su ayuda. Aquí tiene las respuestas a sus preguntas:

Sobre las ganancias: Acumulé mis ganancias utilizando exclusivamente mi propio dinero. No utilicé ningún tipo de bono para jugar.

Sobre la verificación: Sí, lo confirmo rotundamente. El equipo de soporte revisó mis documentos y me aseguró explícitamente que la verificación se había completado con éxito y que todo estaba en orden. Fue justo después de esta aprobación, mientras el retiro de mis 600 EUR estaba pendiente, cuando decidieron bloquear mi cuenta de forma repentina. Primero me aprobaron y luego me banearon.

Sobre los juegos: No recuerdo el nombre exacto del proveedor, pero era un juego similar a "Taki Tuki". La mecánica consistía en recolectar frutas para llenar una barra a la derecha; una vez llena, esa fruta desaparecía y solo quedaban los símbolos de mayor valor en los carretes.

Sobre la dirección IP: No existe ninguna posibilidad. Vivo solo y nadie más tiene acceso a mi red o ha podido crear una cuenta desde mi dirección IP.

Quedo a la espera de sus noticias y agradezco mucho su mediación.

Hello Damon_52,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Damon_52

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Damon_52,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Tom Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked?

Thank you in advance for providing us with your view of the issue.

Hello! The client was blocked according to our terms of use (paragraph 2.9): https://tomcasino.net/en/terms-conditions

Dear casino representative,

thank you for your willingness to participate in the mediation process.

Please provide us with more detailed reasoning here in the thread, or, if you want to keep the evidence confidential, through email communication. My email address is martin.l@casino.guru

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.

Hello Martin! We sent you a message to your email martin.l@casino.guru

Dear casino representative,

thank you for your response. In order to assess the case properly, I have asked you for a more detailed explanation of the violation. Please let me know your position at martin.l@casino.guru

Hello Martin! We sent the details to your email, kindly check it please

Dear casino representative,

thank you very much for providing us with the requested evidence.

Dear Damon_52,

thank you for your patience. Could you please give us some clarifications regarding the verification process? In case you believe it was completed, please provide any evidence regarding this. Additionally, would you be willing to provide us with a form of ID for our own verification purposes?

Dear Damon_52,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru