Tez888 Casino - Вывод игрока был отложен.

I have won 10000000 INR in the game crazy time on the site Tez888.com, but since then they are not giving me any withdrawal saying your bets are under review, your KYC is under process but it's been 20 days they still didn't give me my funds

Dear taifkhalid04,

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? 
• Do I understand correctly that your account has not been verified yet?
• Did you accumulate 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

Yes I have made successful withdrawals before.

Yes they asked to give them KYC documents and I have already given them all the docs 10 days before, but they are not completing it.

No there was no bonus active.

Mam I have provider all the docs in your email as requested by you.

And today they disabled my ID with giving fake reasons, they are saying I have used third party software for winning

Please help me Mam they are doing fraud with me.

Please I have lost too much money

I need these funds mam

Thank you for your reply, taifkhalid04. Please note that I haven't requested any information via email from you yet.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Live casino mam

Mam they said, to me you have won the funds, with some third party software I have all the proofs available all of my bet screenshots and everything

Mam any update?

Please note that I requested the communication between you and the casino. Please forward it to me so we can proceed with this complaint. Thank you.

Mam I have contacted them, so many times, they are just telling different reasons for disabling my account again and again, first they told me that I have used any third party software to win the money, then they said there was some irregularities in my deposits so I told them I have every proof available, so now they are saying they have noticed Money laundering in my account, and when I said prove it so they said we have sent your details to the Higher authorities the officers will contact me but no one is contacting me mam.

Thank you very much, taifkhalid04, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello taifkhalid04,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Tez888 Casino representative to join this conversation and participate in resolving this complaint.

Dear Tez888 Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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 the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Tez888 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

Sorry for the delayed revert!

However, we have been in regular touch with our player Aman533, updating each and every development regarding the case.

After conducting a thorough investigation, and cross checking multiple metrics, we have uncovered instances of malpractices on our platform relating to deposits and the gameplay.

We have always been pro-active in sending the withdrawals to the players on time, and with Aman533's case too, we have always given timely withdrawals prior to this case, to which the player will agree.

With our findings, these actions are in direct violation of our policies which are designed to ensure a fair playing environment for all users.

Regards

Dear Tez888 Casino,

Thank you for your response and the information provided.

Could you detail the concerns regarding the player's gaming activity and deposits?

I'll be awaiting your reply.

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 Tez888,

I will extend the timer one more time by and additional seven days. If you fail to respond to the complaint thread, the complaint will be closed as unresolved, which would lead to lowering the rating of your casino on our website.

Thank you for your understanding.

Hello taifkhalid04,

I have tried to communicate with the casino outside of the complaint thread but it appears that the casino has no intention to resolve the complaint. I am afraid I will have to close the complaint as unresolved again. I appreciate your understanding.

Kind regards,

Stefan, Casino.Guru