Tusk Casino - Player's winnings haven't been credited.

DO NOT PLAY HERE. THEY DON’T ADD WINNINGS TO YOUR BALANCE!!!!!

I played at this casino and my winnings were not added to my balance! At first I thought I’d imagined it but then I made a big win and it still wasn’t added, I thought maybe it was a delay and if I refreshed the page it would update the amount. It did not . Then again I made a another big win and it also wasn’t added. It isn’t reflected in my game transactions either which is super suspicious. They were winnings in bonus rounds. I notified the casino but it’s not rectified. I kept getting the same frustrating response . I ended up just playing through my remaining balance deliberately just so I can close the door on them. DO NOT PLAY HERE.

Hello Esperanza82,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I am afraid that without any supporting evidence also if you lost the rest of your balance and closed your account, there is not much more we could do for you.

However, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Looking forward to hearing from you.

Best regards,

Kristina

Hi they credited my account with something and gave me a €20 bonus so to them it’s resolved but I don’t know what other games and winnings they didn’t credit, they credited me with the last game winnings but I had played a lot and kept assuming it’s a lag , till my funds ran out and nothing made sense. I will not continue to play here so consider it resolved. I don’t know the amount I won so any credit they give me won’t be my actual winning, I won’t play here so thanks no need to proceed with getting my funds. I would’ve rather a refund of my net deposits and I asked them for that instead, my winnings went above my deposits I know that for sure. in total I deposited around 350 euro and I estimate won 500 - separate to deposit.

just know this is their practice - they say it’s a glitch from the game provider but I’ve played the same game a million times at other places it’s one of my favourite and it never happened before and it wasn’t the only game to do that where my winnings weren’t credited, different providers too. So just keep that in mind about this casino. Thanks

Thank you very much Esperanza82 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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.

Hello Esperanza82!

From now on, I will take care of your complaint. Please note, that the casino representatives opted for not writing any public responses on their complaints, however they do communicate with us on the cases. With that being said, I will now contact Tusk Casino in order to proceed with the resolution of this case. Once I will have more information, I will write a reply here.

I since , continued to play with them because I have problems with gambling. Whenever I got a big win they deducted a huge amount saying I used a bonus and re bonus requirement was met and that was the deduction, even though it wasn’t implemented before.

The maximum you can withdraw is $750 a week,.

they have in bold red writing cancel withdrawal to tempt withdrawals being cancelled and winnings lost.

theres no way to set a deposit limit and I have emailed them begging them to close my account permanent exclusion and they didn’t and I have lost $4000 since then . I have a problem and tried to stop it by closing my account PERMANENTLY, having asked them to close it before that but the next day I asked them to reopen it and they did immediately. This time not only did they not close it permanently, they didn’t close it at all or respond and I kept playing and lost $4000. There’s no way to close your account yourself.

they do accept uk players you just use a vpn and they accept payments from uk cards and pay out to uk bank accounts.

I feel awful and upset with myself and I’m in debt now. I warn you to not play here, they find every way to not let you check out if you make a win. Also I did make a small withdrawal and it’s still not reached me it was days ago. avoid at all costs.

Dear Esperanza,

Do I understand it correctly, that you are United Kingdom resident and used VPN to register in the casino? Could you also please forward me the email in which you have tried to self-exclude? You can reach me via my email address: martin.d@casino.guru.

I don’t have it in my sent items but I have a WhatsApp requesting they set a deposit limit to the vip manager. As I mentioned previously the request for self exclusion was submitted via email on their website, you know how some websites allow you to email on the site and submit it there. I have the confirmation of receipt of the email and I also sent a WhatsApp after that to request permanent closure.

Dear Esperanza82,

I would like to ask you to provide me with all the possible information regarding your self-exclusion request to my email address: martin.d@casino.guru.

However, let me please bring one fact to your attention. You have mentioned that Tusk Casino is accepting players from United Kingdom, however when I was discussing this fact with the casino representative, he has provided me with evidence, that you have registered as a resident of a different country and the verification was successful. Therefore your claims regarding the casino accepting players from United Kingdom (which is actually a restricted territory for this casino) are not very truthful to say at very least. I would like to ask you to provide us with only legitimate information, moreover should you continue with providing us with untrue information, your complaint will be rejected.

I wasn’t untruthful . I did sign up with another address yes to sign up they said I could - I continued to use all UK deposit methods etc. I even asked them to be sure and they said it was okay. My grievance here isn’t that ts about how long it took to shit my account not being able to implement a deposit limit or anything like that.

*to shut

Dear Esperanza82,

Could you please elaborate on the situation with the registration and your country?

I have dual citizenship and signed up that way . But all my payments etc were uk. My Grievance is I had to beg for them to close. My account I couldn’t stop playing they didn’t close it till days after. Here is no way to implement a deposit limit. I asked to put one but they didn’t bother responding to that either. That’s not ok for a casino to do that. You’re trying instead to punish me. My entire reason for contacting you was this being able to play without deposit limit and being ignored when requesting closure. Yet you’re focusing on resident o have dual citizenship I never lied about anything and I have given you the documents by email,

Clearly we are going round in circles and you aren’t being very helpful casino guru. I have been 100% truthful but yours invested in proving me wrong.

we aren’t getting anywhere.

to any players reading this - don’t play at Tusk.

casino guru just shit this complaint down I’m fed up having to say the same thing over and over again.

Dear Esperanza82,

Please note, we were not aware of your situation with dual citizenship previously. Also we have information from the casino that you have used the address of country which is not restricted by the casino in the verification process. Moreover, your success with deposits by using your UK cards isn't necessarily an indication that the casino actually allows players from United Kingdom. Since you have successfully passed the verification procedure, I think we are able to exclude this issue from this case.

You need to understand, that we are trying to get all the necessary information from both sides and in this case in particular we are often confronted with contradictory information from both sides, therefore it makes it difficult for us to examine the case properly. Also the subject of the complaint is being changed continuously over time, which naturally brings more questions to the table needed to be answered.

In order to proceed, I have asked you to provide us with a little bit more information about your self-exclusion request, you can also include information on how did you try to activate your deposit limit, which is a feature that we are aware this particular casino should be able to provide.

As already mentioned and I gave proof to back up, I requested a deposit limit via the WhatsApp vip account manager assigned to me and never heard back.

it doesn’t keep changing, I contacted you about them not issuing ad crediting wins during games and not closing my account when I begged them to because it was getting out of control my playing that is and they hadn’t issued a deposit limit like I requested and have already sent you proof of. You took up the location issue not me - I didn’t complain about that.

I’ve lost all faith in you casino guru I keep getting asked the same questions and we’re going round in circles. I was previously confident in your goals and what you stood for but not after this. I’m already upset at losing a ton of money and not being stopped when I was begging them to, and now having to go through this with you and getting nowhere is making it even worse and I regret contacting you.

Dear Esperanza82,

It is regretful to read about your unpleasant experience at Casino.Guru, although we tried to help you with your issue. Here are the series of events which we have witnessed throughout the time in this complaint since the beginning, which I would like to mention and explain in more detail.

The first problem addressed when the complaint was submitted, was a problem regarding no deposit bonuses and game provider errors. According to the supporting evidence, we were able to see that the missing winnings were credited back to your account with an additional compensation bonus. This situation was handled by the casino in generous and proper manner. This in fact made the complaint unjustified right at the beginning, weren't it for your second entry with another issue.

In the second part of this complaint, there were mentioned some new issues. One of which was your self-exclusion request, which you claimed to not be honored by the casino, however it has been proven otherwise by the evidence. Also worth mentioning is the fact, that you asked the casino to reopen the account shortly after your self-exclusion entered into force and in the following days. You have also mentioned an unsuccessful attempt to set up a deposit limit. However, this was only supported by a screenshot from a WhatsApp conversation with certain phone number and without any responses in the said conversation, furthermore not confirmed by the casino as they did not record any actual requests for deposit limits from your end. Finally getting to the last part, which were the claims of the casino allegedly accepting players from United Kingdom, despite they consider this country as a restricted one. This fact was completely refuted by the casino, supported by the evidence of your successful verification from completely different country and even payment method with matching address. After initiating a question to clarify this situation you have acknowledged us about the dual citizenship situation, which then rendered your previous claims to be somewhat untrue.

With all the aforementioned inconsistencies in mind, we will have to reject this complaint. Based on all the information we were able to gather and review, we believe the casino did not act in any improper way, although we may understand your frustration from the whole situation.

The screenshot for deposit limit with just a number ? Well that’s all I had ! That’s the number They gave me as a personal manager, and there are no responses because they didn’t respond. What’s your issue with me here? You’re set on calling me a liar which I’m not. What else can I provide you with except for a text a sent requesting that for a so called personal manager?? Is this a joke? You think I mocked up an image ?? That’s an incredibly loaded statement you’ve made and I urge you to apologise for this.

also you say my first claim was totally unjustified, they only credited the winnings AFTER I complained here. Having to put in a complaint to an outside body to receive winnings from a casino I’d say is totally unjustified and unfair.

you keep banging on about the player location etc, that was never an issue for me it wasn’t a complaint I put on, it’s something you picked up on and ran with and still keep going on about. Read back the interactions.

I did ask to be self excluded yes it’s done now but it took 3-4 days!! I wrote that already, please read what I write and don’t waste my time and yours. With a gambler that’s a hell of a lot of time and I lost a lot of money. It’s an addiction . I asked for the reopen because I was told I had received cash back and as an addicted gambler, yes I wanted cash back on the £3000 up I spent here. It took 3-4 days to close the account when you’re a gambling addict if you’re asking for self exclusion obviously you have a problem with gambling and for them to take that long is really unjust. It should be done immediately.

id really appreciate if you are to respond- you go back and read in detail what I wrote properly without your own biased opinion here. Everything I have written is completely and totally truthful.

Also I don’t understand why you keep coming at me with this. I asked you two weeks ago to shut this complaint down .I realised two weeks ago you don’t read what I’m complaining about and are just intent on proving me wrong whenever you have a spare moment- as per obvious in ALL your responses to me, even going so far as to suggest I mocked up a photo requesting a deposit limit. You also keep going on about the location. I have made it abundantly clear my grievance is how long it took to close my account,yes it’s closed now as you have stated the obvious two weeks later. You aren’t beneficial, you’re insulting me and making me trust that you are a legitimate body, but you Martin are petty and picking on me making this personal. READ IT. READ IT ALL PROPERLY. And just shut this down I don’t wish to, I don’t have the bandwidth to keep explaining stuff you e already decided on and are blatantly too lazy to read. I want nothing from you. And thank you for nothing.

And for the record I did return and update here about them not crediting my winnings then crediting them after I made a complaint here and I mentioned they gave me a bonus so I’m not sure, again what your point is. Is it okay for you that in order to receive one’s winnings a player must issue a complaint? You mention this as though through some great detective work you unravelled some conspiracy- but I posted about them crediting the winnings over a month ago and within a few days of them crediting it. If you actually read everything you’d know that.

Dear Esperanza82,

Please note, that I was only referring to all the facts, which we were able to gather and review. We understand that when players find themselves in a perilous situation with their gambling habits, it indeed a hardship and unenviable state to be in. However, in this case, this was not the matter we were aimed to solve here. Although we would be delighted to see the self-exclusion tools to come into effect immediately after the player requests it, we also understand that in various casinos the procedures may vary and in some cases it takes a few days after they process the request. As with the other issues found within this case, we understand some steps may take some time, therefore it is literally impossible for us to punish casino, by closing this complaint as unresolved, therefore we will be rejecting it.