The player from Hungary had been trying to get in touch with the casino for a month. He deposited 30 EUR with a 250% bonus and requested a withdrawal of 402 EUR after completing the wagering requirements. Despite sending all necessary documents for verification and multiple emails, he received no response regarding his withdrawal or the KYC process. The Complaints Team had attempted to contact the casino but received no cooperation, leading to the complaint being marked as 'unresolved' due to the casino's lack of a valid license and absence of an ADR service.
Tumblewins Casino - Player’s struggling to contact the casino.
Black points: 55
Amount: €402
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.
3.6
Tumblewins Casino has a Safety Index of 3.6, 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 days ago
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1 month ago
No replies to my e-mails!
Nothing happening for 1 month!
complaints@tumblewins.com is not working!
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1 month ago
Dear Vartyi,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Why do you need to get in touch with the casino?
I will be waiting for your reply patiently.
Best regards,
Kristina
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1 month ago
Dear Kristina!
I deposited 30 EUR with 250% bonus!
After the wagering completed, my real balance was: 402 EUR
I requested the withdrawal: 26.10.2024.
Same day I have sent to kyc@tumblewins.com my all documents for verification!
My 402 EUR is still pending
(almost 1 month has gone), and nothing happened!No response my e-mails (i wrote 6 e-mails to the casino)
Thank you
Gabor
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3 weeks ago
Thank you for your reply, Vartyi. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
If the casino replied to you in the meantime, please forward all the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you.
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3 weeks ago
Dear Kristina!
It was my first deposit, so i havent got any withdrawal yet!
I sent the requested docuemnts to the casino!
The casino had not given me any response about the KYC process! (no positive/no negative feddback)
The casino still no ansering any question!
Regards
Gabor
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2 weeks ago
Thank you very much, Vartyi, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
Dear Vartyi,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since Tumblewins Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
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1 week 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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2 days ago
Dear Vartyi,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing 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,
Kubo
