Tucan Casino - Player's account is closed and winnings confiscated.

Hello, I have already left two reviews, I could read them according to your review site, it is about Tucan Casino, I made an account with them, I made a deposit, I verified my account, I received confirmation from them that my account is fully verified, I made a deposit of €250, I won €1000, after two weeks of waiting I received an email from them that my withdrawal is canceled and that I will receive another email in which they will tell me the reason, the reason was that the country I come from is restricted and I am not allowed to play at their casino, Ok, I am not allowed to play at your casino, but once you verified my account and sent me confirmation that my account is fully verified, you should have seen there that I come from a country that is not accepted in your casino, that is, they did the thing, if it loses, it is perfect for us, we go like this, if it wins, we put it on when it gives a withdrawal that we have violated our terms and conditions and that it is no longer we give the money yesterday we only offer the deposit back they told me they will return my deposit in 14 days But I am interested in this because I have done a perfect check of my account I also received confirmation from them that my account is perfectly verified I mean they did nothing illegal I go on the premise that if you put money in and lose you lose everything legally and nicely but if you win you did something illegal and you loaded their terms and conditions and that's it It's a thing they confiscate all my money they have all the money I won She said she would send me a 14 day period my deposit of €250 to them and that's her problem normally they should have given me my winnings that I won and then close my account They also closed my account and stopped all my winnings This is not right This is illegal and it's called a scam Please help me and take action against

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Dear Marius17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account at Tucan Casino. I have reviewed the current Terms and Conditions of the casino and found the following clause:

3.1.2. You are not allowed to register on the Website and use our services if you are a resident of, or accessing the Website from, USA, Netherlands, France, United Kingdom, Australia, Cyprus, Spain, Austria, Comoros, Germany, Sweden, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) and sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• When exactly did you create your account and make your deposit?
• Were you informed about your country’s restrictions during the account registration or verification process?
• Were you able to select Germany from the country list in the registration form?
• Can you confirm that you did not use a VPN to access the casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

l have attached images of what they wrote to me, they also wrote me emails in German. I mean, how can I send them to you in German and when registering on their website, no notification appears, absolutely nothing. When you enter, you are taken directly to the country Germany and you register without any problems, without any notification. Plus, I passed their verification. They could close my account directly from the verification if they saw that I came from a country that is not accepted I attached the email that says I uploaded their terms and conditions but this is after my withdrawal and the waiting time is 2 weeks plus the account verification was done before the withdrawal because you are not allowed to withdraw until the account is verified plus I attached their confirmation here because they verified my account completely on the 29th I made a deposit with them How could they send me an email in German if Germany was a restricted country as they say and as they have in their terms and conditions otherwise why send the email in German and I did not access another IP address I entered directly with my phone which automatically enters this casino as the country Germany because this is where I live I did this check and now I automatically search for Tucan Casino on Google and it takes me directly when I access their website directly when I register, Germany appears as the country, I also gave you a screenshot, I can do any kind of proof I can make a video about this so you can see that with my address without any IP without anything I can access and create an account at Tucan Casino without any problems

I attached other screenshots because I couldn't attach them all in one normal message. If Germany is an optional country, Lexi, as they write in their terms and conditions, they should have not allowed you to register in Germany during registration. They should have closed your account during verification, not verified it. They go by the premise that if you lose, it's a good penis, the money, if you win, we'll put this one in the terms and conditions and cancel all the winnings. I think that's their tactic because I don't see any other way in this situation. Plus, they wrote my email in German.

I'll add to what I said, I went on Google Maps, I showed you my address where I live, I went on Google, I accessed Tucan Casino, I tried to register, everything works perfectly and I have this video made so you can see that it works without any problem, you can register without any notification on Tuca in Casino, I can offer you this video but I can't upload it. I'll just send it to you by email so you can see that you don't access or log in to access Tucan Casino on any IP, I just search on Google for Tucan Casino and I can register and everything is written in German.

Thank you for your reply and for providing the previous details, Marius17.

To clarify your issue:

• Are you able to access the casino? Can you log in to your account?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No, I no longer have access to my account since they closed it. Since then, I received the email that I violated the terms and conditions and that I no longer have the right to play with them and they no longer offer services.I have provided you with the necessary elements of my problem and what they say, otherwise I have not had any other discussions with them, only on chat I asked why they are not putting the money in and they told me to be patient that I will receive the money, to be patient that I will receive the money because they have a lot of requests, that's what I received and they also gave me an.email with this thing, to be patient that they are dealing with my withdrawal request and that's all, otherwise I have not had any other discussions with them, I have written them emails but they have given me absolutely no answer.And by the way, today I only received my deposit of €250 but I haven't received the amount of €750 and I won't if something isn't done about it.

Dear Marius17,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Mirka (miroslava.d@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

well this casino is not responsible because it is a casino scam and a complaint should be made urgently so that it no longer has the right to operate because it is deceiving people

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Tucan Casino representative to join this conversation.

Dear Tucan Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I want to clarify how registration and verification is possible if I was staying in Germany and the data for verification was from Germany and how can they send an email that the account is perfectly verified when in fact I was from a country that is not accepted in their Casino and the problems only appeared on withdrawal. and deposits and verification were not the problem?

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.

How can I make a complaint to their operating license? Because this casino scam won't respond

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,

Mirka Dubasova