Tucan Casino - Player's winnings are confiscated.

I played a lot on Tucan casino and deposited a lot I won 1400 euro then I tried to withdraw which I had to message them everyday for a week to pass kyc they then sent me

The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service regarding point "7.6. Gaming with active bonuses is restricted in the next slots". You've played the game "9 Pots of Gold, Madame Destiny Megaways, The Dog House, Cash Connection Sizzling Hot, Live Casino" with a bonus balance.

Additionally, you’ve breached our terms of service regarding point 7.16. "The maximum allowed bet for wagering the bonus is 2 EUR. Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets." with a bonus balance. You have surpassed this one or more times whilst wagering your bonus.

and put 20 euro in my account on there site

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear AdW2026,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Tucan Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• Are you aware of betting more than the allowed maximum for the bonus?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Hi I was not warned by the software at all and I was not aware of any playing restrictions

i put there email response on here first the only other responses were me trying to get my withdrawal

I deposited in 490 euro

they have put 20 euro back in my account

They sent me this today

Dear [Redacted],

Thank you for reaching out to us today.

We’re sorry to hear that you are unhappy with our services and the decision made.

That said, as with any other operator or company, we must enforce our Terms and Conditions. Not to inconvenience our players, but to ensure fair play and consistency across our platform.

Although there was a clear breach of Terms and Conditions, we have, as a gesture of goodwill, re-credited your €20 deposit so you can have another chance to enjoy the platform as you wish.

Please note that bonuses come with specific terms, and it is each player's responsibility to review them before playing.

When signing up for an account, you agree to their terms, so please be aware of them. It is your obligation to be aware of our terms & conditions.

Please note that such decisions are not made lightly, and the relevant department came to that conclusion following a thorough investigation, and no adjustments are to be made as it was sorted correctly according to our terms and conditions. 

We hope you understand our position. Unfortunately, when terms and conditions are breached, consequences must follow. Just as they would anywhere else.

Kind regards,

Tim. 

Dear AdW2026, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Additionally, could you please attach a receipt of your deposit as well?

Thank you in advance for your reply.

Dear AdW2026,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

sorry for the delay I have requested full game play details

Here are my deposits

Thank you for your message.

We would like to inform you about your request for detailed history. Please note that we are unable to provide it. Part of the activity data is not stored long-term in our system, and the remaining internal information cannot be shared due to privacy and data protection regulations.

You are welcome to review Rule 7.6. "Gaming with active bonuses is restricted in the next slots" in our Terms & Conditions. This will help you understand how the rule applies in such cases.

Please keep in mind that all players are required to follow our Terms & Conditions when playing on our site, as these rules ensure fairness for everyone.

If you have any further questions within the scope of our policies, we will be happy to assist you.

Kind regards,

Melina

Dear AdW2026, thank you for your response. Could you please forward the communication between you and the casino directly to my email at attila.g@casino.guru?

Thank you for your cooperation.

Do you want all the ones I have put on here or from now on

Dear AdW2026,

I kindly request that you forward all relevant communications, along with your request for the game history and the casino's response. Thank you in advance for your cooperation.

the emails I am sending you keep bouncing back

Dear AdW2026,

Thank you for your reply, I am sorry to hear that. Have you attempted to contact me through my official email at attila.g@casino.guru? If you are unable to reach me via email, I kindly ask that you attach any relevant screenshots of the emails received in this thread.

Thank you for your understanding and cooperation.

Dear AdW2026,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi could I please request full deposit and game play history for the time you said I broke your rules and did not pay out my withdrawal please

Hello [Redacted],

I hope this email finds you well.

We are sending you this email in regard to your withdrawal request. Sadly, your withdrawal has been rejected, and your winnings have been confiscated. We are terribly sorry for this.

The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service regarding point "7.6. Gaming with active bonuses is restricted in the next slots". You've played the game "9 Pots of Gold, Madame Destiny Megaways, The Dog House, Cash Connection Sizzling Hot, Live Casino" with a bonus balance.

Additionally, you’ve breached our terms of service regarding point 7.16. "The maximum allowed bet for wagering the bonus is 2 EUR. Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets." with a bonus balance. You have surpassed this one or more times whilst wagering your bonus.

We are terribly sorry for any inconvenience this may cause you.

Please note that your initial deposit amount has been re-added to your casino account.

Thanks for your patience and for understanding.

Dear AdW2026, thank you for your response. I kindly request that you attach a screenshot of your email correspondence instead of copying it. Additionally, are you aware of having placed bets above the 2€ allowed maximum?

Thank you for your patience and cooperation.

Dear AdW2026,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear AdW2026,

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, Samuel (samuel.s@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,

Attila

Dear AdW2026,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Tucan Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Tucan Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 AdW2026,

thank you for your update.

I have tried to contact the casino repeatedly, but unfortunately there has been no response within the given timeframe. At this stage, there is not much more that can be achieved without cooperation from the casino’s side.

For this reason, I will be marking this complaint as "unresolved" in our system.

I understand this is not the outcome you were hoping for. However, unresolved complaints can still have an impact on the casino’s rating and may sometimes encourage the operator to re-engage and reconsider the case later. If the casino decides to respond in the future, we will reopen this complaint and you will be notified by email.

As a next step, I recommend escalating the case directly to the casino’s licensing authority. Based on the available information, the casino is likely licensed under the Anjouan Gaming Authority.

You can find the regulator’s official complaint channels here:

• Third-party complaint policy: https://anjouangaming.com/regulatory-framework/third-party-complaint-policy/
• Contact page: https://anjouangaming.com/contact/

The regulator has broader authority to review disputes and may be able to assist further if the casino does not cooperate.

If you need help preparing the complaint or if you receive a response from the authority and are unsure how to proceed, feel free to contact me at samuel.s@casino.guru.

I’m sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru