The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. After reviewing the situation and attempting to contact the casino multiple times without success, it was determined that the casino operated without a valid license and did not respond to inquiries. Consequently, the complaint was marked as 'unresolved' in the system, with the hope that the decrease in rating would prompt the casino to address the issue.
Tumblewins Casino - Player claims that payment has been delayed.
Black points: 279
Amount: €4,000
Tumblewins Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Tumblewins Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 weeks ago
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2 months ago
Translation
Hello,
You're not responding, there is no live chat, and even after multiple attempts via email, there has been no response.
Winnings: €4000
Max winnings from deposit bonus: 15x deposit (although for this particular 400% deposit bonus, there are no specific bonus guidelines)
Max payout per day: €1000
Even if I eventually only receive the 15x × €20 = €300, I won't complain.
However, no one is responding, and the supposedly "few hours" live chat is never available at any time of day.
Best regards,
Francesco
Automatic translation:
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2 months ago
Dear francescofa229,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Dear francescofa229,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Translation
Hello,
No, I have not received an answer by email, nor have I been paid anything. Live chat is not available at any time. I checked this because I was online every hour. Every day!
I sent about 25 emails, no answer, no reaction!
Lg
Automatic translation:
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1 month ago
Thank you francescofa229 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Dear Popin16,
I'm Michal, and I have taken over this complaint.I have examined this case, and as you rightly noted, the maximum cashout when utilizing a bonus is indeed 15 times the deposit amount, unless stated otherwise in the bonus description, as outlined in the casino's Terms and Conditions. I will reach out to the casino to gain further insight into the reasons behind the delay in processing your withdrawal. We would like to invite Tumblewins Casino to join the conversation.
Dear Tumblewins Casino,
I would appreciate your assistance in clarifying the reasons behind the delay in processing the player's withdrawal. Additionally, could you inform us when the player might expect the funds to be credited to their account?
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1 month ago
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.
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1 month ago
Dear Popin16,
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,
Michal
Casino Guru
