Tucan Casino - Player’s account has been closed.

Hello. Tucan has closed my account with owings of over £500. They have paid me in the past so this is very strange..can you help

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Hello,

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

• Have you completed the full KYC verification at this casino?
• What types of games did you play shortly before your account was blocked?
• Were you playing with or without an active bonus?
• Have you received any emails from the casino after your account was blocked?

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

finally got them to admit they owe me. Can we investigate this now please as there not responding to emails

Dear MDUK

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, Michal ([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,

Veronika

Hello MDUK,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino to obtain additional clarification and determine if I may be able to assist.

We would like to invite Tucan Casino to join the conversation.

Dear Tucan Casino,

Can you please provide clarification on why the player's account was frozen and their withdrawal was not processed? If this decision was based on some rule violation, I kindly request your explanation of which ones and ask you to forward me the appropriate evidence to [email protected]

Thank you in advance.

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 MDUK,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 that 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,

Michal

Casino Guru