Tortuga Casino - The player's account got closed.

Please help me with a situation I have with Tortuga Casino.

I just started playing with them end of Dec 2022.

On Dec 21 I made a interac deposit of $225.00 & a withdrawal of

$1114.80, then they requested:

1. front of gov't photo id,

2. back of photo idea,

3. gov't issued mail with address no later than 3 months old

4. my bank deposit info.

They would be approved, then denied, then approved and finally all approved.

I was told I would receive my deposit in 2-8 days, no deposit came.

I would go into my account to chat & I would be told the same thing

'it will be 24 hours ... day after day.

I woke up one morning to sign in & I couldn't! The message was "I had

SELF-EXCLUDED"!! this is a lie! Why would I 'self exclude' when I

NEEDED to interact with them?

Their message was I needed to email their support team, where there

was never interaction but there were 'automatic replies' that they'd

received my message.

I'm a 68 year old senior lady with disabilities, this is absolutely

heart breaking! Please help me! I've been through so much!

They did a 'self exclusion' for no reason!

this is fraud/illegal! Their newest response:

Ross (Tortuga Casino)

Jan 16, 2023, 22:48 GMT+2

Hello Darlene,

Following your recent request, your player account will remain closed without the possibility of reopening.

We are sorry that we cannot respond favourably to your request, but the safety of our players is and will remain at the heart of our casino's policy.

We wish you good luck.

Do not hesitate to come back to us for more information.

Thank you

Ross

Customer Support Agent

Tortuga Casino

Hello MissDarlene,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tortuga Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you send any e-mail to the casino mentioning any gambling addiction or problems? When was the last time you speak to the casino and what was it about?

As long as you had pending withdrawals and your account was verified, the casino should pay out the money even if your account is excluded.

Looking forward to your answer.

Regards,

Nick

Hi Nick, yes my account was verified.

I played only the once on Dec 21, 2022 when I verified.

I deposited $225. from my Scotiabank, played with real money. Did a withdrawal for $1114.80 & have not received my winnings. Tortuga approved & promised to deposit into my account but has not. It is now 27 days since I requested my withdrawal. All I want is my $1114.80 and I will be happy to never go back there. I read their reviews before I played and trusted Tortuga!

I have no gambling issues & did not send an email to Tortuga regarding me having any gambling issues.

I received an email from Tortuga/Ross yesterday Jan 16, 2023 where he told me my account would remain closed (and no mention of my withdrawal request), they are simply ignoring my withdrawal request:

Ross (Tortuga Casino)

Jan 16, 2023, 22:48 GMT+2

Hello Darlene,

Following your recent request, your player account will remain closed without the possibility of reopening.

We are sorry that we cannot respond favourably to your request, but the safety of our players is and will remain at the heart of our casino's policy.

We wish you good luck.

Do not hesitate to come back to us for more information.

Thank you

Ross

Customer Support Agent

Tortuga Casino

Thank you MissDarlene for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you so much, it's now over a month.

I'm so stressed over this horrible situation.

Hello, MissDarlene,

From now on, I will assist you with your complaint. However, before I invite the casino to this thread, allow me please a few questions to clarify the situation.

You claimed that "I have no gambling issues & did not send an email to Tortuga regarding me having any gambling issues." Unfortunately, I cannot see such information in the data you sent to my colleague Nick in your emails. There are more options for requesting a self-exclusion in the casino. Can you please provide me with the communication where the casino informed you that the mentioned self-exclusion request was sent via email? Or, how do you know that the self-exclusion request was sent via email if you did not send it?

Could you please also share with me the confirmation from the casino that your verification was fully completed?

Feel free to use my email (branislav.b@casino.guru).

Hi and thank you for your help! I'm so devastated by all this.

I've attached the message from Tortuga agent Alexis, which was sent around a month after my withdrawal issue.

There were no red flags about their site until I wasn't getting the withdrawal & I began going to 'chat' to find out why it's taking so long. Even the female chat rep said it was weird. Right after my conversation with her my account was blocked due to 'self exclusion'?!.

So what they're saying is I opened an account, deposited $225 and when I won $1114.80 and tried to withdraw I couldn't. In other words I simply gave them $225 then after I won I wanted my account blocked by self exclusion???? Nobody answered my questions, I was getting only automatic replies ... I finally got a reply from Ross/rep on Jan 16, 2023:

Ross (Tortuga Casino)

Jan 16, 2023, 22:48 GMT+2

Hello Darlene,

Following your recent request, your player account will remain closed without the possibility of reopening.

We are sorry that we cannot respond favourably to your request, but the safety of our players is and will remain at the heart of our casino's policy.

We wish you good luck.

Do not hesitate to come back to us for more information.

Thank you

Ross

Customer Support Agent

Tortuga Casino

__________

then Alexis/rep on Jan 20,2023:

_________

Alexis (Tortuga Casino)

Jan 20, 2023, 11:23 GMT+2

Hello Alexis,

Thank you for contacting us.

I come back to you on your request.

We are sorry for the inconvenience. 

We apologize for the inconvenience you've experienced with your $1114.8 withdrawal. 

Unfortunately, the transaction has failed, and your winnings have been returned to your player account. 

However, we have forwarded your request to our financial department for further assistance, and they will get back to you as soon as possible.

 We regret to inform you that due to concerning statements made during a live chat communication, we have made the decision to close your account in accordance with our responsible gaming policy. 

Specifically, your comment "People don't gamble for fun, it is done out of necessity" raised red flags for us and in order to protect you, we have decided to close your account.

Following your comments and for security reasons, our responsible department has taken the decision to keep your account permanently closed, and an alert has been sent to our partner platforms.

I remain of course at your entire disposal for any questions or additional information.

Thank you for your understanding.

Kind regards

Alexis

Customer Support Agent

Tortuga Casino

__________

the day I found out my account was blocked/closed:

Miss Darlene <friend.of.jesus*****@gmail.com>

Tue, Jan 10, 4:01 PM

to support

Why am I blocked?

I get daily invitations & just found out I'm blocked?

--

*† May God Bless you †*

*Honor Christ *

*and let HIM be the Lord of your life.*

(1 Peter 3:15, CEV)

__________

I never ever said I had gambling issues, I simply made reference to the many people that go to these sites to win money. For me it was Christmas, I was alone & only thing I could think of to do for leisure/enjoyment. I don't even know how I got their advertisement! I surely didn't go looking to gamble!

Ross is saying, they can't help me Jan 16, then Alexis is saying on Jan 20 that there were issues with deposit into my account & their financial department would deal with it and contact me soon.

I'm a 68 year old single senior lady with disabilities, I don't go anywhere due to those disabilities I opened the account that day for leisure & would've never gone back ... I just want them to keep their promise. Their ratings are good, I thought they were trust worthy?! I deposited with the promise of them paying me my winnings!!

Please help me, I'm so exhausted with this.

at this point, they're not even replying to my emails.

It's like a nightmare I can't wake up from ... I'm so devastated. PLEASE HELP ME!!

I am so appreciative for your help in this matter. Thank you.

Dear MissDarlene,

Thank you for the additional details. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Tortuga Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Tortuga Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What needs to be done on the player's side so she could successfully withdraw funds?

Thank you in advance for providing the information.

Thank you so much Branislav!!

I just hope & pray Tortuga deposits my $1114.80 and this will all be over.

I honestly could never imagine this happening !

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.

I thank you so very much for trying to help me! I'm so absolutely heart broken that Tortuga Casino & it's employees would intentionally hurt someone who trusted them.

I'm patiently waiting for some resolve in this issue. I'm absolutely devastated, I couldn't ever imagine this happening after seeing the positive reviews online. I would have never tried this if I knew this shady business could ever happen....all I want is my $1114.80 winnings and this to be over finally!

I still have not heard a thing from Tortuga Casino.last email I received from Alexis/representative at Tortuga Casino saying they are still working on it.

The title here says "Tortuga closed my account" but that is NOT the main issue, the main issue is that. " Tortuga Casino is refusing to pay me, since Dec 21, 2022, almost 2 months!" They continue to claim they are having trouble with makiing a deposit to my account which they confirmed all my banking information which is a 'direct deposit form' from my Scotia bank. There are NO issues with my bank! Tortuga Casino ratings should show that they have 0 credibility, when they choose to not pay a player! All I want is my $1114.80 winnings!! Also it would be better to change the title here to reflect the issue. Tortuga Casino refuses to pay!

Dear MissDarlene,

This is the information from the casino I received via email:

"We want to let you know that we have done the necessary verification on our side and the account of the player has been closed due to Responsible Gaming after making a risky statement.

Tortuga has put in place a series of measures so that members can bet and play in a safe environment. 

We monitor player's safety, and it is our best interest to make sure the player's health and well-being comes first."

So, the title is correct.

However, currently, I am waiting for details and an update regarding your remaining balance in the account. Therefore, I am extending the timer for the casino, and I will wait for its response.

Once I have any news, I will let you know as soon as possible.

Thank you for understanding.

They will only answer to the 'account closure' because Tortuga WANTS to answer to only that in order to avoid 'my issue' which is getting my winnings of $1114.80 not yet deposited.

I came to Casino Guru to hopefully help me get my deposit. It's almost 2 months & they continued to promise me it's coming.

I would never go back to Tortuga after them proving they are not credible. They knew I wouldn't, who would after everything I've been through. I would never recommend anyone to go there ever.

No matter their excuse, they have the responsibility to pay a player...THEN do whatever they feel necessary.

I'm so confused how they got their rating. I'm guessing people have no knowledge of the help available to them...such as Casino Guru, So unfair to innocent people.

Thank you again for all that you do for us

Dear MissDarlene,

I received some news from the casino recently:

• The procedure of transferring the funds is already in progress by the casino's legal department
• The request was communicated again and updated, and the player should expect a resolution soon

Currently, it looks like the casino should pay you the remaining balance in a reasonable time.

Have you been provided with any updates, please? If yes, what information have you received?

Thank you so much for the update.

I have emailed theM 7 times with no reply.

Curious why it would need to be handled by their 'legal' department instead of their financial department.

We are now going into 3 months.

Again, thank you for all that you do.

Eagerly waiting for positive results in this horrible situation.

Dear MissDarlene,

The casino contacted me recently, but nothing new was provided at all. Therefore, based on the information received so far, I am extending the timer for the casino by another 7 days to keep track of the processing time of this complaint.

Please note, however, that these are the last 7 days during which the casino can provide us with the relevant information regarding the remaining balance of your casino account. Unfortunately, we are not able to keep the complaint open for an indefinite period, and there has not been any progress for a longer time. The casino will be informed about it in a while via email, and, if no relevant information is provided until the current timer expires, the complaint will be closed as unresolved, which will negatively influence the casino's rating on casino.guru.

Thank you for understanding, and I sincerely believe we will receive positive news soon.

I just can't understand why Tortuga Casino would be willing to risk their good rating!

It makes absolutely no sense especially when they realize this is all open to the public!

I do believe as you do, that Tortuga will come to their senses & handle this horrible situation professionally & pay me the $1114.80 they owe me by deposit as they promised.

I do appreciate how you have handled this situation with absolute professionalism!

When a person goes through this, you feel absolutely violated, your trust is shattered ... however, your support has helped me through this, I am eternally grateful!

I am so grateful to you!!!

This would've never happened without you!!!

I want to just come and hug you!!!

Tortuga was down to the last couple hours & they deposited $1070.58, $44.22 less but I'm happy with the outcome, once again I can't thank you enough!!!

You are an angel ❤

Thank you! Thank you! Thank you!

Now I'm really confused! I called the bank to see if it was Tortuga that deposited & they said it was the Gov't of Canada.

Is it possible to ask Tortuga what name they will be using for the deposit, and which name they are using to deposit into?

Thanks so much...

Great news, MissDarlene!

It can be an intermediary bank. It is common for casino payment providers (3rd party) to process payments in this way - payments sometimes go through multiple "intermediaries". It depends on the payment method used.

The difference in the amount may be due to a fee that is included in the payment method used and/or exchange rates.

Did you expect a similar amount from anyone at this time? If not, it could be the payment from the casino.

The casino mentioned to me that the funds were sent by check, but I am not sure I understood that information correctly. Is it please possible that the received payment was paid by check?

In the meantime, I will ask the casino for details and let you know when I have them. But, I am afraid you should contact the "Gov't of Canada" regarding payment and its details.

Thank you so much for your prompt reply. I love your professionalism.

I tried contacting the Gov't of Canada but there was a huge number of calls waiting. I will try again tomorrow.

I will let you know as soon as I get through & get answers.

Tortuga doesn't have my middle name & this was sent to my middle name, which is the confusion.

I just did my income tax & possibly missed something & it's my income tax deposit. So confusing.

Thank you again!

Dear MissDarlene,

Alright, I understand.

Unfortunately, the casino has not contacted me yet, so I do not have any updates. Based on your explanation above, it is possible that even in my communication with the casino there was a misinterpretation of the information provided. However, I cannot verify or confirm anything without further details from the casino.

Did you please manage to get any news regarding the received payment?

Dear MissDarlene,

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

I've definitely been tracking the comments. This is very important to me.

I have no idea why Tortuga isn't replying, their reputation is what they need to guard.

Again, thank you for all that you do!

Dear MissDarlene,

I have been waiting also for your reply and an update. Thus I would like to repeat my question again.

"Did you please manage to get any news regarding the received payment?" - I asked about information from the Gov't of Canada.

However, a few more questions arose.

Why didn't you fill in all your personal data during registration? Why doesn't the casino have your middle name? Are you sure your account has been completely verified if the personal details from the documents likely did not match the details filled in your account? Can you please provide me with the communication with the casino where they confirmed that your verification was completed?

Feel free to use my email (branislav.b@casino.guru).

Unfortunately, the casino has not replied to my last email yet. I will try to contact them again.

Yes, everything was verified, it never asked for my middle name so I have no idea how they got it BUT I received their email today... they say they deposited the $1114.80 on March 8 but I'm guessing there were fees as you suggested and received a deposit of $1070.58 on March 8.

I want to thank you with all my heart for everything you do, I mean that!

May you be blessed with a happy, healthy life!

Alexis (Tortuga Casino)

10:28 AM (2 hours ago)

Alexis (Tortuga Casino)

Mar 21, 2023, 18:28 GMT+2

Hello Darlene,

Thank you for contacting us.

We hope this email finds you well. 

We apologize for any inconvenience caused due to the delay in our response.

We are writing to inform you that we have processed the bank transfer of $1114.80 to your account on 08/03/2023. 

As per our records, you should have received the payment within 3 to 5 business days.

However, if you have not received the payment yet, we request you to kindly send us an official bank statement that includes your full name, first name, and the bank's logo to help us investigate the matter further. 

Thank you for your prompt attention to this matter. 

If you have any further queries, please do not hesitate to contact us.

Best regards,

Alexis

Customer Support Agent

Tortuga Casino

What great news!

Thank you, MissDarlene, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds! As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru