Tusk Casino - Player has been accused of opening multiple accounts.

l had an account at Tusk Casino, made a few deposits (totalling $480cad) and ended up with a balance of $5400cad. I had some communication with a VIP client manager, Henry Alho, as i found their withdrawal limits quite low. After my account was verified (i sent them all of the requested documents including my government issued ID) they sent me $1000 and Henry said they would evaluate my play after a few days and see about increasing my limit. I decided to close the account, and asked Henry when i would receive my balance. (I would have been fine receiving the balance in incremental amounts as per their withdrawal terms) Up until this point i was communicating via online chat, but as they closed my account as per my request, i could no longer access live chat and sent several emails but they were ignored. I finally received a response today. They are claiming that they did a security check and found multiple accounts that they suggest i have used to get free bonuses. This is an outright lie. I had only one account, would never create multiple accounts and the funny thing is, i opted out of any bonuses. Their allegations are not only unfounded, but don’t even make sense. They also say they had to suspend my account, also not true as i asked them to pls close it. I have never experienced anything like this before, how can they flat out make up a story to get out of paying out my balance? Anything you can do to assist would be much appreciated. i have not violated any T and Cs. Thank you

Dear Emstoch, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.tuskcasino.com/terms-and-conditions) and I found this:

„7. Multiple accounts for the same player are not allowed. In case it is noted that the player holds more than one account, Tuskcasino will have the right to close or block the member accounts at its sole discretion. If the player notices that he/she has more than one member account, the player must notify Tuskcasino immediately."

Do I understand correctly that you have never claimed any bonuses in this casino? Could you please confirm this for me?

Also, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here)?

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina, thank you so much. I have never claimed any bonuses from this casino. I only made a few deposits and was not a member very long. Unfortunately most of my communication with Tusk Customer Support was via live chat and I have no record. I have contacted the customer requesting both proof of multiple accounts and copies of chat transcripts and they have not responded. The chat transcripts will show that I kindly requested them to close my account, not that they suspended it as they allege. I will send you copies of the many emails I have sent them, and the very few responses. I do have an email from KYC verifying my account which I will also forward. Thanks so much.

Thank you very much Emstoch for your reply. I will now transfer your complaint to my colleague Martin 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.

Hello Emstoch!

I will now take care of your complaint. I would also like to invite Tusk Casino into this discussion to help us resolve the player's issue with withdrawal of her funds.

Thanks Martin. I have sent Tusk a couple of emails this week asking for both proof of multiple accounts and our live chat transcripts but they have ignored me. I can tell you with 100% certainty that they have no evidence of multiple accounts, because I only opened one. I believe they will continue to ignore, as any evidence they could provide would have to be doctored, which seems far fetched even for Tusk. This is a simple case of them making up false accusations to get out of refunding my balance. I sure hope they don’t get away with it. Thx again

I would like to ask Tusk Casino to reply to this complaint. I am 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the casino:

"This complain was resolved, player was pardoned for waiting on this case. Player account was re opened and withdrawal approved. Player was also enjoyed the gaming which was missed on that period of time.

Best Regards

Tusk Casino"

Hello emstoch!

I would like to ask you to confirm, that you received your funds as presented by the casino's representatives in the message above.

Yes! I heard from Tusk, they apologized for this situation and acknowledged that I do not have multiple accounts. It was an IP related glitch that somehow shared the same IP. They also said they could have handled their communication better. RESOLVED!!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.