Tusk Casino - Player's winnings were confiscated.

THE CASINO STOLE MY MONEY !!!! I had EUR 609.94 on my account. I ordered them for withdrawal on February 8, 2023. 6 days passed and these fraudsters wrote me a letter accusing me that someone was accessing from my IP address or my computer and that I have many accounts and based on this they took all my money and left 24 euros, from my 609.94. I am asking you to help me get my funds back, I live alone and it is physically impossible that someone could log into some other account from my computer, so I understand that the casino is a fraudulent organization that steals the funds of its players. Please help me. My account is fully verified, and I asked them every day when I will receive my funds, the employees blatantly lied to me that it would happen today by the end of the day, but they never gave me my funds. In the end, they simply appropriated them! THIS CASINO DOESN'T DESERVE THIS RATING, they are ripping off players!!! I am OUTRAGED at this attitude. I didn't break anything at all. They also blocked me from writing to them in the chat, I send screenshots with dates and times that show the history of my withdrawal and their theft!!!

Dear Taniushkadv,

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. Is there any chance that someone using the same IP address has also created an account at this casino? Could you please confirm you haven't created any other accounts in the casino using this or another email address in the past? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day once again. NO CHANCE. I live alone, my daughter is in the UK, just physically no one could log into my account. I confirm that I have never created an account with them before, I was the only one with access to my computer and account. Yesterday after I wrote a complaint to you, they gave me my last deposit. But they did not give me my winnings. I have confirmation of the amounts I deposited in this casino. And what amount she asked to withdraw. They change their rules at the speed of light. First they deducted 20% from my last deposit and said it was in their rules. and then just withdrew my last deposit. But it does not suit me, let them return all my winnings. after all, I lost a lot of money in them. The support chat is dominated by rude people who close the chat. Also, if they accuse me of something, they have to prove it. After all, I am 100% sure that no one accessed my account from another device. And I never created other accounts. And if someone came in, then agree, I have the right to investigate this, and not they just appropriated my funds and I should go away. If there is a possibility that someone logged into his account from my computer, and I know that this is not possible. THEN I HAVE A RIGHT TO KNOW. And I have the right to a true investigation into this fraudulent organization. They stole my money, indiscriminately. Please help me get my money back

Thank you very much, Taniushkadv, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Taniushkadv,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Tusk Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Tusk Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Hello Taniushkadv,

I managed to get in touch with the casino's representatives, and we will review your case.

I will keep you updated on any developments.

Thank you for your patience.

Kind regards,

Tomas

will you help me get my money back?

Dear Taniushkadv,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Tusk Casino, for providing information and for your cooperation.

Best regards,

Tomas