Tusk Casino - Player's winnings reduced due to bonus rules.

Hello When i won 6€ from the free spins i did them 320€ after sometime and then when the bonus was completed my account was left with 34€ and then i increased the 34€ to 240€ but it got cancelled

with the reason that I can only withdraw x5.well if the bonus has finished why I can't continue play?why you putting the bonus completion bar if i can't win more money?

I had completed the money needed for the bonus.

One week now and nobody response to my email

Dear Poluxgreece,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you verify that your winnings were exclusively accumulated through Free Spins?
• Am I correct in understanding that your winnings were capped both after completing bonus wagering and when requesting a withdrawal?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

no my winnings made after the bonus was completed.

the system let me do normally withdrawal.but to my great surprise when it came time to confirm from the casino they took all my money and returned the 34 euros back

Is there any chance that you could request and forward your game history to petronela.k@casino.guru? It would make the analysis much easier. Thank you in advance.

i don't think i can request game history because they never reply to emails.I can only send you that the bonus has been completed

Thank you very much, Poluxgreece, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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 in the near future.  

Hello Poluxgreece,

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 further insight into the reason for capping the player's winnings?

Kind regards,

Adam

Dear Poluxgreece,

I have made contact with the casino via Skype and the case is currently being discussed. I will therefore extend the timer accordingly.

Kind regards,

Adam

Dear Poluxgreece,

More time is needed to bring this complaint to a conclusion, so I will extend the timer further.

In the meantime, can I ask you to confirm if you have previously made deposits at the casino?

Kind regards,

Adam

Yes i have do deposit

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 Poluxgreece,

We do not consider it fair to apply bonus rules to funds displayed as real money. Once the wagering requirement is finished, the max win cap is applied and the bonus is completed. The funds are then transferred to the real money balance, and applying bonus rules after this doesn't make any sense. At this point, if players lose their funds, it's considered to be OK but if they win big, the max win cap is applied once more. We believe that if casinos insist on using such a rule, it should be enforced on the software level.

I have requested the game history from the casino in order for us to better understand how the winnings cap has been applied, so I will extend the timer while we wait for more information.

Kind regards,

Adam

dear, when the bonus ended they took the money,in the second time i won and i have withdrew.there is a bar that tells you what turnover you have to make, once the bar is complete and you play with the money you can withdraw normally

Dear Poluxgreece,

There has been no further response from the casino, I am still waiting for them to supply the required information.

We would like to ask Tusk Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Poluxgreece,

This case is currently being discussed with the casino via Skype. It does seem that the bonus has been capped twice, so I have explained our views on the situation as mentioned above. As I am awaiting the final decision from the casino, I will again extend the timer in the hope that a resolution can be found. I appreciate your continued patience, and will post a conclusion as soon as possible.

Kind regards,

Adam

Thx Adam

Dear Poluxgreece,

I have had no further response from the casino, and it seems they wish to maintain their position regarding this complaint. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam