The player from Austria had requested the immediate deletion of her account on 31.08.2024 due to compulsive gambling addiction but had not received a response from the casino despite sending five emails. The absence of live chat further complicated the situation, and she urgently needed assistance. The Complaints Team had attempted to engage with the casino multiple times but was unsuccessful, as the casino operated without a valid license and did not respond to inquiries. Consequently, the complaint was marked as 'unresolved,' and the player was advised to consider casino reviews and ratings in the future.
Tumblewins Casino - Player's account deletion request is ignored.
Black points: 92
Amount: €299
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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3 months ago
Translation
I requested the immediate deletion of my account on 31.08.2024 because I suffer from compulsive gambling addiction. The casino has not responded to a total of 5 emails, and a live chat is not available. I urgently need assistance.
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3 months ago
Hello charlie6311,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tumblewins 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 if yes, since when exactly? Did you request it through e-mail support or live chat? When was the last time you spoke to the casino and what was it about?
Can you please forward the request you sent to the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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3 months ago
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Hello and thank you for the quick help. My account has not yet been verified because I decided to delete it due to my illness. Theoretically, I have NEVER had any contact with the casino. The casino has not yet responded to my 5 emails (the last on September 3rd, 2024) and live chat is not available. I am enclosing the relevant emails and proof of my payments. Thank you
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3 months ago
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I am happy to provide you with further information at any time. Thank you
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3 months ago
Hello charlie6311,
Thank you for the screenshots provided. However, in this state, we can't see it as relevant evidence as it is not visible who the receiver was.
Would it be possible to forward the e-mails sent directly to the casino to nikolas.b@casino.guru (or upload screenshots showing who was the e-mails sent to)?
Looking forward to your answer.
Regards,
Nick
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3 months ago
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Hello and good day, I noticed this problem myself yesterday. That is why I sent the five emails again to sent. This time the recipient is definitely identifiable.
Thank you very much
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3 months ago
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I have just asked the casino for the 6th time to delete my account due to my illness. I also sent this email to forwarded. Thank you
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3 months ago
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Hello, I sent another email to the casino today and a screenshot to forwarded.
The casino has not yet responded. Almost two weeks have passed since my first email. I am demanding a refund of the sum of 299 euros that I have proven to have paid.
The casino is acting completely irresponsibly and is deliberately delaying the closure of the account, thereby unscrupulously exploiting my illness.
Thanks
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3 months ago
Dear charlie6311,
Thank you for providing the more detailed emails regarding your case. I appreciate the time and effort you’ve taken to share this information with us. I will now forward your complaint to my colleague Michal (michal.v@casino.guru), who will be assisting you from this point onward.
He will review the details carefully and work with you to help resolve the matter. I wish you the very best of luck in reaching a satisfactory outcome.
Kind regards,
Nick
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3 months ago
Hello charlie6311,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Tumblewins Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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3 months ago
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Hello and thank you for this information. I hope that an agreement will be reached soon and that the casino will cooperate.
Thanks Nick
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3 months ago
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Hello Michal, since I suffer from gambling addiction, I have asked the casino 7 times by email since August 31, 2024 to delete my account. So far, unfortunately, without any success. Unfortunately, the illness also led to me making deposits of 299 euros after August 31, 2024 (proof is available). Since the casino knew that I was suffering from gambling addiction, I accuse the casino of intentionally delaying the transaction in order to exploit my illness.
I am available at any time for further information.
Thank you and kind regards from Austria
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3 months 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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3 months ago
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Thanks, but I assume that the casino doesn't care at all and will continue to ignore all messages and requests. The unscrupulous operators make money either way.
Thanks
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2 months ago
Dear charlie6311,
I am trying to reach the casino outside of this thread, that's why I am setting another timer. I will let you know with any updates that there might be. Your patience is greatly appreciated.
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2 months ago
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Thank you for your efforts. I have sent the casino 3 more emails - to no avail - and my account has still not been closed.
Thank you very much
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2 months ago
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 that you choose casinos based on 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 V
