The player from Germany has been accused of placing bets higher than allowed. The casino confiscated her winnings. The casino provided us with evidence of max bet breach. We were forced to close the complaint as unjustified as a result.
Tusk Casino - Player was accused of breaching a maximum allowed bet.
Amount: €50
Tusk Casino
Safety Index:LowSafety Index
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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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I had a no-deposit bonus at tusk casino... I took a risk, it was implemented, I submitted all the necessary documents and then I made my withdrawal.
An email came saying that I had violated the condition and played for more than 1 euro.
I tried to look in my account and couldn't find anything in the history.
I wrote to the casino again, but they would like to send proof where I should have violated.
Unfortunately no answer until today.
With friendly greetings
Automatic translation:
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2 years ago
Dear Mellenico80,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
"4.1 Free No Deposit Bonuses: Unless stated diffenetly Free bonuses carries 100X wagering. There is maximum bet amount on each hand (for SA R10, 1 for Euro/$ CAD, NZD, 5 NOK, 50 INR, 5 BRL, 15 MXN) TuskCasino reserves the right to remove any winnings when above max allowed bets taken. Also those bets which are above max limits will be excluded and winnings from those bets will be removed as well. If the player continuous the behaviour then the bonus will be removed overall. Free Bonus only for fun and trial. Free Bonuses will get expire in 7 days. Player can only have one No Deposit Free Registration Bonus "
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Since I received a transaction number via email and I entered it into my game history, but since there is no history to be seen, I believe that I am right and I am also 100% sure that I have never played for more than 1 euro.
And the fact that the casino no longer responds to my emails confirms this even more that the casino withheld my winnings without any reason
Automatic translation:
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2 years ago
Thank you very much Mellenico80 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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.
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2 years ago
Hello Mellenico80,
I will assist you with the complaint from now on. I looked at the screenshots from the game history of the bonus you submitted to us, but the history probably isn't complete. You don't need to send any additional screenshots from the game history. I'll contact the casino and request it myself.
Tusk Casino,
Would you be able to provide us with Mellenico80's game history, while the bonus in question was in play?
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2 years ago
I've received the evidence from the casino, I'll reply here when I have an update.
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2 years ago
Hello Mellenico80,
The evidence from the casino shows a breach of max bet on one occasion on the game Sugar Rush.
Unfortunately, I wasn't able to persuade the casino to pay you your winnings. Since you broke the rules of the bonus, I am forced to reject your complaint as unjustified.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
