The player from Japan had complained about a change in the process to acquire a bonus. Once the process had switched to using a bonus code without proper information, the player had deposited as instructed by customer service with the expectation to receive a 20% bonus, which was denied. At that point, the player was unable to withdraw without wagering. The player had sought a full refund of the deposit. After reviewing the evidence and contacting the casino, we concluded that the complaint was rejected due to the player's abuse of the bonuses and the casino game system, resulting in his exclusion from future bonus eligibility. The casino had acted within their terms and conditions, which required the player to wager his deposit once before making a withdrawal.
Tusk Casino - Player experiencing bonus troubles and can't withdraw deposit.
Amount: $1,000
Tusk Casino
Safety Index:LowOther
REJECTED
Case summary
When depositing at this casino, the format used to be to select a bonus, but one day it changed to entering a bonus code.
However, there was no information about the code on the promotions page.
When I checked with the chat, I was told that operator would have to manually add the bonus and that I would have to make a deposit.
I did as I was told and deposited to get the 20% bonus and was told that I was subject to bonus restrictions and could not be granted the bonus.
I don't have a problem with casinos excluding users from bonus eligibility.
But not telling them that at all and,
I do have a problem with them lying to me about making a deposit and asking me to make a deposit so they can add it manually.
Once you have deposited, you cannot withdraw without placing a wager.
Lying and forcing users to deposit and place bets is unacceptable.
I want my deposit refunded as is.
Dear andandjonnyx,
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.
- Do I understand correctly you already asked the casino for a refund, based on misleading information?
- Could you please send me the communication with the casino regarding the promised bonus and regarding the refund request? Please include the responses from the casino. My email is tomas@casino.guru
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
Thank you for the email.
I fully understand your frustration. Have you requested casino support for a refund of your deposit, or have you played any of the funds you deposited on this occasion, please?
No play has been made after the deposit.
Support has abandoned chat and cannot be contacted.
Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
Hello andandjonnyx,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Tusk Casino to join the conversation and participate in the resolution of this complaint.
Dear Tusk Casino,
Can you please provide an update on the player's issue? If the promised bonus was not granted, we believe the player's deposit should be refunded without any wagering requirements.
Thank you.
Kind regards,
Tomas
Casino.Guru
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.
Dear andandjonnyx,
I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved. I will keep you updated. Thanks for your patience.
Dear andandjonnyx,
After reviewing the evidence provided, it is with regret that we have come to the decision to reject your complaint. The main reason for this decision is due to your abuse of the bonuses and the casino game system, resulting in your exclusion from future bonus eligibility. As a result, the promised bonus from the live chat agent has not been awarded to you. It is important to note that the casino is not at fault for these actions, as they are acting within their terms and conditions, which state that you must wager your deposit once before making a withdrawal. This decision is final.
We apologize for not being able to assist you with this matter. However, please feel free to reach out to us in the future if you encounter any issues with this or any other casino. We are here to provide assistance. If you are dissatisfied with our resolution, I recommend consulting the gambling authority that regulates this casino.
Thank you, Tusk Casino, for providing us with information and cooperating throughout this process.
Best regards,
Tomas
Casino.Guru
