Tucan Casino - Pelaajien kotiutukset viivästyvät merkittävästi.

Good evening, I have requested 3 withdrawals totaling €505 at this casino (tucan casino) with the first one on 6/10/25! Of course, none of the money has ended up in the account even though the first request was made 20 days ago! I was asked for identification, I successfully submitted the necessary supporting documents with which they confirmed my account! Then they asked for extra documents which I sent to the email address they indicated to me (even though they write on their site that my account is confirmed)! Of course, at first it was a mistake as the support claimed, they gave me the wrong email address! Now they have blocked my live chat option, money has not appeared in my account and I have not received any information from them! I am concerned based on what I read on your forum that I cannot claim anything more due to the fact that they are operating without a license! What happens in this case, should I consider the search for any solution a waste of time and that I will never receive my money?

Καλησπέρα σας, έχω ζητήσει 3 αναλήψεις συνολικά 505€ στο συγκεκριμένο καζίνο ( tucan casino ) με την πρώτη στις 6/10/25 ! Φυσικά τίποτα από όλα τα χρήματα δεν έχουν καταλήξει στον λογαριασμό παρόλο που το πρώτο αίτημα είναι εδώ και 20 μέρες πλέον πριν!Μου ζητήθηκε ταυτοποίηση, υπέβαλα επιτυχώς τα απαραίτητα δικαιολογητικά έγγραφα με τα οποία επιβεβαίωσαν τον λογαριασμό μου! Στην συνέχεια μου ζήτησαν έξτρα έγγραφα τα οποία και απέστειλα στην διεύθυνση email που μου υποδείξανε ( παρόλο που στο site τους γράφουν ότι ο λογαριασμός μου είναι επιβεβαιωμένος)! Βέβαια στην αρχή καταλάθος όπως ισχυρίστηκε η υποστήριξη μου δώσανε λάθος διεύθυνση email! Πλέον μου έχουν αποκλείσει την δυνατότητα του live chat, χρήματα δεν έχουν εμφανιστεί στον λογαριασμό μου και δεν έχω λάβει καμία ενημέρωση από πλευράς τους! Ανησυχώ με βάση αυτά που διάβασα στο forum σας ότι δεν μπορώ να διεκδικήσω κάτι παραπάνω λόγω του ότι λειτουργούν χωρίς άδεια!Τι γίνεται σε αυτήν την περίπτωση,να θεωρήσω χάσιμο χρόνου την αναζήτηση οποιαδήποτε λύσης και ότι δεν θα λάβω τα χρήματα μου ποτέ?

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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 you a few questions to clarify your situation.

Which additional documents have you been asked to send to the casino?

Could you please explain in more detail the problem with the casino's email address? Kindly share with me all the communication with the casino customer support regarding the additional verification requests and the incorrect email address at veronika.f@casino.guru.

When was the last time you sent an identity document to the casino for verification?

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,

Veronika

Initially I was asked for my ID, address and proof of deposit! They verified my account

as you can see in the image above! Then in contact with them via live chat they asked me again for the exact same documents to send them to the wrong address as you can see below! Finally they gave me the correct one which was the KYC@tucancasino.com and the last communication was on 10/22/25! Then no update, no response and the icing on the cake they closed my communication via support

Αρχικά μου ζητήθηκαν ταυτότητα, διεύθυνση και αποδεικτικό κατάθεσης!Μου επαλήθευσαν το λογαριασμό 

όπως βλέπετε και στην παραπάνω εικόνα! Στην συνέχεια σε επικοινωνία μαζί τους μέσω ζωντανής συνομιλίας μου ζήτησαν εξ νέου τα ίδια ακριβώς έγγραφα να τα στείλω σε λανθασμένη διεύθυνση όπως βλέπετε και παρακάτω ! Τέλος μου δώσανε την σωστή που ήταν η KYC@tucancasino.com και η τελευταία επικοινωνία ήταν στις 22/10/25 ! Έπειτα καμία ενημέρωση, καμία απάντηση και το κερασάκι στην τούρτα μου κλείσανε την επικοινωνία μέσω υποστήριξης 

Dear Pasmar,

Thank you for your cooperation and for providing all the necessary information. Your complaint will now be transferred to your dedicated resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from this point onward. No action is required from you at this stage, and your resolver will reach out through this thread if any additional information is needed. I wish you the best of luck and hope that your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Pasmar,

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. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Pasmar,

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.

Good evening, I have received two of my 3 withdrawals! However, the third withdrawal will be a month old in 2 days (10/15) and still no money has appeared in my account!

Καλησπέρα σας, έχω λάβει τις δύο από τις 3 αναλήψεις μου!Η τρίτη ανάληψη όμως συμπληρώνει ένα μήνα σε 2 μέρες (15/10) και ακόμη δεν εμφανίστηκαν χρήματα στον λογαριασμό μου!

Hello Pasmar,

Thank you for the update, and I’m glad to hear that two of your withdrawals have been received. I hope the remaining withdrawal will be processed successfully in the near future. Please keep me informed of any progress.

I have also attempted to contact the casino outside of this thread to follow up on this issue. If the casino does not respond here in the thread, I will make sure to provide you with updates myself.

Dear Pasmar,

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.

Good evening, I have never received the third ascension, it has been a month and a week!

Καλησπέρα σας, δεν έχω λάβει ποτέ την τρίτη ανάληψη, έχει περάσει ένας μήνας και μία βδομάδα!

Hello Pasmar,

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,

Samuel

Casino Guru