Tucan Casino - Player's account has been closed.

Verified my account and then left me waiting for over a week for my winnings and then closed my account and said I breached t@cs which is totally rubbish, won’t give me a reason it’s disgusting

Dear kfxk5vk6dv63,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you received an explanation what rule was breached, please?   
• 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,  

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I joined this casino and deposited £25 and had a 100 % bonus added to that , I wagered the required amount and then did a withdrawal of £650 , I played within the wagering terms and to my knowledge did absolutely nothing wrong , I played the same as I have on many other forums , I had my account fully verified and was told after a week and a half my account was being closed and my withdrawal terminated because I breached T&Cs, I was not told why or given a response to my complaint, it’s straight fraud on their behalf.

Hello kfxk5vk6dv63,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you .

Dear kfxk5vk6dv63,

thank you for your message and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. 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

Hi , I have sent you all I have now, I hope this can help with my case, again thank you fir assistance

Thank you very much, kfxk5vk6dv63, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you for your help

Hello there,

Thank you kfxk5vk6dv63 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tucan Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Good evening, had there been any response from Tucan casino? Many thanks

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.

This is disgusting behaviour from a casino to just cheat people out of their winnings, is their nothing g else I can do to hold them accountable?

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,

Peter