The player from Germany had reported an issue with WorldMatch games not crediting her winnings to her account at Tusk Casino, both with bonus credit and real deposited money. The issue had not been reflected in her game history. Her account had not been verified and her attempts to contact the casino's support via email had been unsuccessful. After she had provided evidence and betting history to the Complaints Team, they contacted Tusk Casino regarding the technical problems. The casino investigated the situation and credited the player's account with her missing winnings of €36.25 and a goodwill bonus of €15. The player confirmed the resolution of the issue, and the complaint was marked as 'resolved' in the system.
Tusk Casino - Player's winnings not credited to their account.
Amount: €36
Tusk Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I'm experiencing a problem when I play any game from the provider WorldMatch. Whenever I win, the winnings are not credited to my player's account! I made a video of this, but I can't upload it because the file size is too large. At the moment, I'm playing with bonus credit, so it's not as serious, but on October 12, 2023, I played with real money that I deposited, and the exact same thing happened! The strange thing is, it also does not appear in my game history!
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6 months ago
Hello indrakshi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tusk Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward the video and any other document relevant to this complaint to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
Hello Nick
My account is not verified. I spoke to live chat on October 13th, 2023. It was about winnings that were not credited. The man in live chat recommended that I contact support, which is what I did. I sent 3 emails to support@tuskcasino.com ., but I haven't gotten an answer yet. I'll send a few screenshots and a video nicolas.b@casino.guru to.
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6 months ago
Hello indrakshi,
Please forward the evidence to the correct e-mail address as you entered the wrong one.
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6 months ago
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Good evening, I have forwarded my answer to you today to the correct email address, I am sending you a screenshot of it in the attachment.Good evening, I have forwarded my answer to you today to the correct email address, I am sending you a screenshot of it in the attachment.
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6 months ago
Hello indrakshi,
Thank you for the video provided. Would it be possible to also forward your betting history from that time when the winnings were not credited to you?
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6 months ago
Translation
Hello, transaction history shows progress from 30 euros even though I deposited 50. When I had about 10 euros, I noticed that the bonus wasn't credited to me. I even wrote to live support, but it didn't help, I didn't get an answer. On the 16th October 2023 I received a bonus of 5 euros. When playing Genghis Reel it was even worse, if I scored once everything was ok but if I counted two or three times, only the first win was credited
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5 months ago
Hello indrakshi and thank you for all the information provided. I can see that you had a few winning bets without any balance awarded which seems strange a little. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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5 months ago
Hello indrakshi,
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 some insight into the technical problems the player is experiencing?
Kind regards,
Adam
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5 months ago
Translation
Thank you very much, I hope you get a reply, you didn't even reply to any of my emails. Kind regards
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5 months ago
Hello indrakshi,
I have made contact with the casino via Skype and they are currently investigating the situation. I will post here again when I have received further information.
Kind regards,
Adam
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5 months ago
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Hello Adam, thank you again for your support.
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5 months ago
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Hello, I have 50 euros in the account, hurray
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5 months ago
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You are a magician .Thank you very much
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5 months ago
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Thank you very much for your competent help, you are still a magician for me.
Below my text you will find the email I received from Tuskcasino.
Patrick Vegas (Tusk Casino)
Nov 21, 2023, 11:10am CST
Hello,
We apologize for the delay. The investigation into your missing winnings, which you reported to us on December 10, 2023, has been completed.
We have credited your free spins winnings of €36.25 to your account after the provider resolved the technical issue.
We apologize for the inconvenience caused and have credited you with a bonus of €15 as a gesture of goodwill.
Have a nice day!
Best regards
TuskCasino customer support team
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5 months ago
Hello indrakshi,
I am glad to hear that the situation has been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, indrakshi, 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,
Adam
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