The player from Spain was blocked due to registering from a restricted country using Tor browser. We ended up rejecting the complaint because it was not justified.
Tusk Casino - Player's account was blocked.
Amount: €830
Tusk Casino
Safety Index:LowSafety Index
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3.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
A couple of months ago I registered at Tuskcasino, and deposited €400, obtaining 100% of the bonus (total €800).
I was making sports bets, and playing various slots.
Before playing the slots, I read the terms and conditions of which slots were available for the game.
After obtaining the amount of approximately €811, I decided to withdraw the money.
However, the verification team blocked my account, leaving me unable to access the platform.
After several emails with the support team, they told me that they would pay me the initial deposit minus a commission of 25%, that is, if the deposit was €400, minus 25% = €300
They asked me for bank details and account verification and I passed it on to them, and for approximately 10 days I have not received the money, nor do they answer my emails.
Greetings.
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2 years ago
Dear Dinerro173,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have not passed the verification yet?
Have you received any explanation from the casino regarding this situation?
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
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2 years ago
Translation
Thanks for the quick reply.
I will tell you about the case in detail:
Enter €400 to get a 100% deposit = €800.
With those €800 I was playing slots and sports betting and I got an amount of €830, of which €811 was withdrawable.
After sending the requested information (ID + bank account statement), they blocked the user without being able to access and sent me an email (attached screenshot).
After several weeks of contacting them through chat, they told me that the security team was analyzing my account.
10 days ago, they sent me an email asking for the bank details for the return of the money, but I have not received any amount of money and they do not answer my emails.
I try to contact the chat, but they have blocked access to Spain, so I only have the email of support@tuskcasino.com but they do not respond here.
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2 years ago
Thank you very much Dinerro173 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Dinerro173,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tusk Casino to the conversation to participate in the resolution of this complaint.
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2 years 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’.
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2 years ago
Translation
Good morning, you can clearly see how this casino does not respond to the requests of its customers.
As I explained in previous messages, they have my money withheld and my account blocked, without returning the money that belongs to me.
This is a robbery to a client, it should be legally punished that a casino steals people's money and in the event of an incident, they do not respond.
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2 years ago
Hi Dinerro173,
I received some information from the casino. The casino rep pointed out the fact that you registered from a restricted country (Spain) using a VPN service. If this is the case, I'm afraid, there's nothing that can be done. What is the country of your residence?
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2 years ago
Translation
My country of residence is Spain, and I live in Spain.
I use a hidden browser called Thor so they don't track my Ip address, or have too many Cookies, advertisements, etc.
Maybe it's because I used that browser that they say about the VPN, but that's totally untrue, since I haven't manually changed anything.
In addition to that, I registered on this page due to the good reviews I had read online, the promotional bonus that they welcomed and the user service.
Once I registered, I put my nationality as Spanish, my home address in Spain, verify my ID and nobody gave me any problem to play.
The problem appears when I earn money and want to withdraw it. They do not accept my withdrawal and block my account so that I cannot access it.
They have returned €300 of the €811 that I had in my account available to withdraw
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2 years ago
Hi Dinerro173,
Using Tor to hide your IP is most probably the reason why you weren't prevented from registering in the casino from Spain. I tested the country blocking using different VPNs and computers and it seems to work normally. If the casino gave you your deposits back, I'm afraid there's nothing else we can do. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=tuskcasino.com). I wish I could be of more help.
Best regards,
Peter
