TigerGaming Casino - Η ανάληψη του παίκτη καθυστερεί λόγω προβλημάτων επαλήθευσης λογαριασμού.

Everything started when I made my first withdrawal request. They called to verify my account, but I didn’t answer because they called from a hidden number and I didn’t know they would be calling. Subsequently, they blocked the withdrawals. I spoke with live support via chat, and they asked for documents for my verification, which I sent and, as they told me, were accepted. However, the verification via phone call is still pending. They informed me via email that I could request to be called again, and I did. I have made several requests so far, but they have not called me back to complete the verification process so I can request a withdrawal. In every communication to request a callback, they assure me that my request has been registered and that they will call me as soon as possible. It’s already been 5 days and still nothing. Every day, I communicate with them via chat, and every day, they assure me they will call, but they never do!

Όλα ξεκίνησαν όταν έκανα το πρώτο αίτημα ανάληψης. Με κάλεσαν για να ταυτοποιήσουν τον λογαριασμό μου όμως δεν απάντησα καθώς κάλεσαν από απόκρυψη αριθμοί και δε το γνώριζα πως θα καλούσαν. Στη συνέχεια μπλόκαραν τις αναλήψεις. Μίλησα με το live support στο chat και μου ζήτησαν έγγραφα για την ταυτοποίηση μου τα οποία έστειλα και όπως μου είπαν έγιναν αποδεκτά. Εκκρεμεί όμως η ταυτοποίηση μέσω τηλεφωνικής επικοινωνίας. Μου είπαν μέσω email ότι μπορώ να αιτηθώ να με καλέσουν ξανά και το έκανα. Έκανα αρκετά αιτήματα έως τώρα αλλά δεν με καλούν ώστε να τελειώνουμε με την ταυτοποίηση και να ζητήσω ανάληψη. Σε κάθε επικοινωνία μας για να ζητήσω callback με διαβεβαιώνουν πως έχει καταχωρηθεί το αίτημα μου και πως θα με καλέσουν το συντομότερο δυνατό. Έχουν περάσει είδη 5 ημέρες και ακόμα τίποτα. Κάθε μερα επικοινωνώ μαζί τους μέσω chat και κάθε μέρα με διαβεβαιώνουν πως θα καλέσουν αλλά δεν καλούν ποτέ !!

Dear gerasimoskioukas,

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

Do I understand correctly that all your identity documents have been approved and verified, and only the phone verification is pending?

Did the casino give you a time frame for the call to be made?

Please forward me all the communication between you and the casino that could be relevant to the investigation at veronika.l@casino.guru.

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

Correct only phone verification is pending. In fact, I had given them a specific time frame to call me. I have forwarded you to your email a brief conversation I had with them. The rest of the conversations are via chat but unfortunately I don't have a copy of the conversations.

Σωστά εκκρεμεί μόνο η τηλεφωνική επαλήθευση. Μάλιστα τους είχα δώσει συγκεκριμένο χρονικό πλαίσιο ώστε να με καλέσουν. Σας έχω προωθήσει στο email σας μια σύντομη συνομιλία που είχα μαζί τους. Οι υπόλοιπες συνομιλίες είναι μέσω του chat αλλά δυστυχως δεν εχω αντιγραφο των συνομιλιων.

Thank you for your email. Has the casino investigated a relationship you had with another player from the website?

I don't know anything about it. What do you mean? I don't think anyone has a relationship with another player from this casino.

Δε γνωρίζω τίποτα σχετικά με αυτό. Τι εννοείτε ; Δε νομίζω πως κάποιος έχω σχέση με κάποιον άλλο παίχτη από αυτό το καζίνο.

I am asking you this because of the text that was written in the email you received from the casino:

Payout Comments: Your payout was cancelled due to relationship explanation required. Please contact us via chat or email us at financialservices@tigergamingcs.com to provide us with a valid phone number to call you back.

Has the casino already confirmed the date for your phone verification? Please let me know.

Today I received this e-mail. I contacted them again giving a specific window of hours in which they can call me and I am waiting. I will keep you posted on any developments.

Σήμερα έλαβα αυτό το e-mail. Επικοινώνησα ξανά μαζί τους δίνοντας συγκεκριμένο περιθώριο ωρών στο οποίο μπορούν να με καλέσουν και περιμένω. Θα σας ενημερώσω για οποιαδήποτε εξέλιξη.

Do I understand correctly that the casino tried to call you again, but you didn't answer?

Correctly. He called me one more time at 6am Greece time. In all our conversations I have emphasized to them to call me between 10:00 in the morning and 22:00 at night Greek time.

Σωστά. Με κάλεσε μια φορά ακόμα στις 6am Greece time. Σε όλες μας τις συνομιλίες τους έχω τονίσει να με καλέσουν μεταξύ 10:00 το πρωί με 22:00 το βράδυ ώρα Ελλάδας.

Thank you very much, gerasimoskioukas, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 gerasimoskioukas,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the TigerGaming Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear TigerGaming Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Good morning. The last time I contacted the casino was via live support 3-4 days ago. I told them to call me 10am to 10pm everyday but still no call.

Καλημέρα. Η τελευταία φορά που επικοινώνησα με το καζίνο ήταν μέσω του live support πρίν 3-4 ημέρες. Τους είπα να με καλέσουν 10:00 με 22:00 καθημερινά αλλά ακόμα δεν είχα καμία κλήση.

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.

Finally i complete the phone verification and i recieve my withdrawal.

Dear gerasimoskioukas,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo