Tusk Casino - KYC problem blocking player's withdrawal.

Good afternoon

Ive been struggling with tuskcasino to do my kyc after i sent them all the documents they requested

And now every time i try to log in to my account it says service temporarily unavailable

Now i cannot log in to check my status and try to do a withdrawal again

Can you please help

Dear Barendbotha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tusk Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about the result of the verification or the account block?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Good day Tomas

I am a new player i only played for 2 or 3 days but from day 1 when i wanted to withdraw some of my winnings its been a struggle.

I logged into my account a few days ago and started the online chat with tusk casino and then he informed me about the KYC documents which i emailed and after that i couldn't log in again.

I was playing a few slots games but mostly dolphins pearl and another tusk slot.

Thank you so much for the assistance

Good day

Do you perhaps have any news for me about my problem with tusk casino please

I apologize for the delayed response.

Could you please specify which documents were requested from you and which documents (beside your ID) you submitted to the casino?

If you have your email correspondence between you and the casino saved, please forward it to my email at tomas@casino.guru

I apologize for the inconvenience.

Good day

I submitted my id and bank statement to the

I will send all emails i have with them to you now

Hi Tomas

Ive emailed you the screenshots i took regarding my interaction with tusk casino

Thank you

i am now completely locked out of my account

Hi Tomas

Looking at my situation with those unprofessional crooks from tusk casino,how long will it take them to send all my winnings

Thank you

Thank you very much, Barendbotha, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Thank you for the assistance Tomas

Hello, Barendbotha!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you Pavel

Yes please do cause I'd like to know what their problem is for not giving me my winnings after numerous times that i contacted them and sent them my ID with my Bank statements and after all that they go and permanently blck my account without any hint or notice.They just ignore me totally.

It is totally unprofessional from their part to treat customers like this and just think that i'll let it go and lose my R2700.

I really appreciate your support and willingnes to help me

Thank you

Good afternoon Pavel.Do you maybe have any information for me regarding my money

Thank you

Hello! We are still waiting for the reply from the casino.

Hello, Barendbotha!

We have received a response from the casino representative. They have stated that your account has been unblocked and you are able to make a withdrawal. Also, the delay has been caused by the fact that you had submitted wrong documents at first, but now it should all be okay. Can you confirm that you are able to withdraw?

Good day Pavel

I will go check it out and let you know thank you

Yes, sorry, I misread the representative's message. They have told that you will be able to withdraw as soon as the KYC is approved, but it is already under the review, so it should be done soon.

So, please, check if you are verified from time to time and let us know as soon as you will receive your withdrawal.

Will do Pavel thank you so very much for all your assistance

Good morning Pavel.I just checked and it says i am still not verified

Good evening Pavel.I just logged in and checked again but still the same not verified

Good afternoon Pavel.I just logged in again to check my KYC and it still says account not verified

good morning Pavel

Payment was received

Thank you so much for all your help

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Barendbotha, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru