TikTok Casino - Вывод средств игроком не учитывается.

Hi

Just to make clear i have received both of my withdrawals and my KYC was succesful.

One of the withdrawals was quite correct, perfect amount, but the other one was not, they sent me muuuuuuuch less money

I attach here all proofs:

this were both withdrawals.

this is what i received: 435 and 385 XRP

2nd withdrawal (950€) arrived 13th october, perfect amount. We can see that 950€ the day 13th october was equivalent to 435 XRP, which is exactly the amount i received in my crypto wallet.

however, the 1st withdrawal (9th october arrived) was far from being ok.

i received the amount of 385 XRP, and is far from be equivalent to 950€ which was the ammount withdrawn.

Im just requesting the fair amount to receive.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear AnDe,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with TikTok Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you contacted the casino support once you noticed the amount was not correct?
• Have you accumulated your winnings with the help of bonus?
• Could you please clarify the disputed amount you have submitted? What does it represent?

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,

Katarina

Have you contacted the casino support once you noticed the amount was not correct?

Yes, they answer me that it was correct, but as you can see it was not

Have you accumulated your winnings with the help of bonus?

No, no bonus

Could you please clarify the disputed amount you have submitted? What does it represent?

i dont understand this question, what do you mean? i received around 80-85€ less in one of my withdrawals, as i proved to you

Dear AnDe,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

i already sent you all communications

Dear AnDe

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, Stefan ([email protected]). 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,

Katarina

Dear AnDe,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from TikTok Casino to join this conversation and assist in addressing the complaint.

Dear TikTok Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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.

Dear AnDe,

We have contacted the casino representative once again, and we hope to receive a response soon. Your patience is greatly appreciated.

Dear AnDe,

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. 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 to 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 you contact the Curacao Gaming Control Board ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan Manson