Tusk Casino - Failed self-exclusion.

Hi

i opened an account with this account after received the promotional mail from this casino. First I was deposited few hundred euros then lost. After few days I sent the mail to close my account permanently because of gambling addiction then my account closed on the following day. Then I have requested to reopen my account they did open my account because they want to make money from even addiction players. I lost again 1200 euros. I want the deposits refunds of 1200 euros because I told my addiction earlier and should be offered the cooling off period. They breached the responsible gaming terms and conditions laws. Please help me to get my refunds from the casinos. Still my account is open I asked the chat support about my account closure mail they said my mail might be lost. I will send the evidence in separate mail.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Please forward all the other relevant communication between you and the casino as well.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

hi

i sent to your mail the evidence of closure mail. I sent the mail to close my account permanently and the reason gambling addiction. Please have a look the mail.

Anto1318, thank you very much for your email. Would you be so kind and forward me the deposit receipts as well? We would like to see only those, which were made after your self-exclusion request.

Thank you very much Anto1318 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Tusk Casino to join us and help us resolve the player's issue.

We have received an e-mail answer from the casino. We will most likey won't get any direct respond on the complaint but I will let you know as soon as we get any news from them through e-mail.

Ok

I have received my deposits refunds but they didn’t even reply anything, strange.

They are keep sending promotional mail to me, I want them to stop this. I have a promotional email they sent to me before I opened an account with them. Their manager Henry Alho sent mail to me and offer 100 euros to open an account with them. I asked them how did you know my email address they replied they got it from their partner sites. I want the refunds of all the deposits made with tusk casino because I was self excluded in most of the casinos and they are sending promotional mail to disturb addiction players. I have made deposits of 3270 euros but I have got only 1200 euros , I want your help to get my full deposits refunds of 3270 euros. Please make my messages are private. I don’t want to show it to the tusk casino.

Please make my messages all private only me and casinoguru have a look.

Hi

please reply about the mail tusk casino sent.

Dear Anto,

It is not possible to make your posts invisible for the casino. It is possible to hide it from the publicity only. If you wish to communicate otherwise please e-mail me to nikolas.b@casino.guru.

Hi

my deposits have been bounced back in to my account, I don’t know what is going on, I want to keep this complaint open if they take the funds again. Please send me the reply of tusk casino.

We are currently still in touch with the casino and we requested more proof regarding the case.

Hi

my deposits have been debited again by their payment provider two days ago. I made deposits on 21st April but didn’t accepted from their payment provider side it was returned in to my account. After three weeks how could they debited the deposits again in my bank account? This is blacklist behaviour, please have a look the attachement.

Dear Anto,

Do I understand it correctly that your refund have been paid out and now you are trying to deposit into the casino again?

no I haven’t got the refunds yet. Still waiting for your reply. Still waiting for casino response.

Hi

i already given the evidence to you, I am waiting for your reply. Will you move this casino in to blacklist if the don’t refunds.

Dear Anto, based on the provided proof we received, we decided that you should receive back all your deposits you made since you first mentioned any gambling problem or self-exclusion. The casino should never allow to re-open the player's account after such a request and that's why you should get back a refund. I've e-mailed the same answer to the casino and now we are waiting on their next step regarding this issue.

We have received the information that the player contacted the licencing authority to resolve this issue. I would like to ask the casino or the player to keep us updated so we will be able to close the complaint depending on the regulator's decision.

hi

i made a complaint to their regulator still waiting for their reply, I will be update.

Antony.

Dear Antony,

As it may take some time to get an answer from the authorities, I'll be extending the timer for a longer time. Please let us know once you will have a definite answer from them.

Dear Antony,

Did you contact the licencing authorities? Got any answer from them? Please let us know if there is any update regarding the case.

Hi

i am still waiting for regulator decision. Operator haven’t reply to both of us.

Dear Anto,

If there is currently not any update regarding the case, we will be closing the complaint as waiting for the regulators decision. Please let us know if there is anything new otherwise we will be closing the case for now.

Yes you can close for the regulator decision.

The complaint will be now closed as waiting for the regulator's decision. Both the player or the casino can reopen the case if there will be any relevant information regarding the issue.

Dear Anto and Tusk Casino,

I've received from both of you the final decision from the licensing authority. I've run through the conversation and all the evidences and based on the licensing authority's decision, the complaint will be now rejected.

The player clearly did not provide the supporting evidence which would prove him right, therefore we can't punish the casino in any way for that.

Best regards,

Nick