The player from Ontario, after winning and canceling the welcome bonus, tried to withdraw his winnings of $1437.50 but could not due to incomplete KYC, which he had uploaded three times. Despite multiple attempts to address the issue via live chat and email, he received no substantive response, only repeated requests to "be patient." We attempted to contact the casino multiple times without success. The complaint was marked as 'unresolved' due to the casino's lack of cooperation, which may negatively affect its rating.
Tusk Casino - Player's withdrawal delayed due to KYC issues.
Black points: 259
Amount: Can$1,437
Tusk Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Tusk Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
On the 2nd of May I signed up, deposited and won some money with my cash. I was using the welcome bonus but did not actually start using it as I won with my cash and cancelled the bonus. Leaving me with a total balance on my account of $1437.50.
I cannot place a withdrawal without KYC being complete - Which I have uploaded now 3 times. With 0 contact from them regarding this. I have chased it up 4-5 times on live chat now and sent an email to them. No reply to the email and just get told to be patient by live chat repeatedly.
I have asked to complain and been refused to make such a complaint. They are just infinitely delaying and I get no contact from them except "be patient" - however it has been over 2 weeks...
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6 months ago
Hello kontosicr,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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6 months ago
Since the day I signed up and won this money now 18 days a go I have uploaded my documents numerous times. Nothing happens... I get no confirmation of them receiving them or looking into them to verify me. I have contacted multiple times about this I only get told to be patient or to email them (also no response there at all).
I have contacted them about this issue 4-5 times on live chat and once via email all of which is fruitless and I don't even get to make a complaint apparently, when I asked to make one they again just told me to be patient.
18 days so far and 0 improvement on the position, no verification check has even been done by them I believe. It seems Im just being ignored fully. I uploaded full KYC requested - drivers license, bank statement etc. Have had nothing back from them, 0 contact.
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6 months ago
Thank you kontosicr for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Hi kontosicr,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when it replies.
Dear Tusk Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have all the documents from the player to proceed with the KYC? Have you already started to review the documents?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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5 months 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’ which may negatively affect its rating.
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5 months ago
As you can see they're pretty much non responsive. At this point i think theyre just trying to steal my money 🙁
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5 months ago
Dear kontosicr,
I have tried to contact the casino repeatedly but had no success. 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 (via form found in the validator or 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 can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
