Tucan Casino - Player's account has been closed.

A few weeks ago I joined Tucan, I have been playing and not winning but on Saturday evening/sunday morning I won and submitted a withdrawal request for 2,000 euros. I got an email asking for verification documents which I submitted then yesterday afternoon found I could no longer access the account. I have received an email this morning saying as I am a UK resident as per their terms and conditions I cannot use their site. I have responded to this email as their registration processs asks location and gives UK as an option , phone number is UK and still allows joining and payments were taken from UK bank acccount. They have closed my account and will not pay the winning or the deposits (which if I was not permitted should not have been taken). I have attached screenshots of login screen and also a screenshots of the latest correspondence (2 photos of their email and 2 of my response) I really appreciate your help in this.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tucan Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you registered with the correct personal information, this information being available to the casino since the moment you registered?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you received any confirmation from the casino regarding the verification status of your account? Could you please share it as well? Send the information to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi

Thankyou for your response. In reply:

• yes I registered with all the correct information including location United Kingdom and this was available to them from moment registered
• The balance was accumulated on Madame Destiny Megaways slot
• no bonus used
• I received an initial email asking for verification documents which I sent. I was then blocked and received the email which I sent you saying withdrawal would not be made as in the UK. I will forward the email

thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kitty202416,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas