Tusk Casino - The player's self exclusion failed.

yesterday I asked them to close my account immediately due to a gambling problem but I was still able to deposit and play € 150 today

it's not responsible gaming but don't refund money!

Hello Riitta,

Thank you very much for submitting a 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.

How exactly did you request for the self exclusion? Did you mention the gambling issues to the casino as well? Did you receive any notification about them getting your request? Is your account still active at the moment?

If you have an e-mail or screenshot of your request please forward it to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

I asked in a chat, there is no capture of that conversation when I asked for it on Thursday, but there is an email conversation with customer service from yesterday

Chat started on 29 Apr 2022, 02:57 PM (GMT+0)

(02:57:14)*** RiittaRa joined the chat ***(02:57:14)RiittaRa

Hi, close my accound i have gameproblem, i ask that yesterday in chat but you dont close it!!

Now i play and lose 150€ agen, now close this!!!!

Riitta Rasanen kinahmontie 98.83825 kinahmo/ 0449669877/riitukka74@gmail.com

(02:57:31)CasinoSaurus

We apologize for keeping you waiting. Our operators are busy at the moment, please write your request and we will be serving you as soon as one of our agents become available. Thank you for your understanding. In the mean time did you know we do have notification promotions everyday! Check it out while you are waiting. 

(02:57:36)*** Eva joined the chat ***(02:57:47)Eva

Hello, welcome to TuskCasino!

(02:57:54)Eva

Thank you very much. Please allow us some time to check your account details.

(03:00:24)Eva

Your account is processed within 24 hours after your request to close. Your account was not closed because you made a transaction before the deadline. Please do not act. Log out of your account. Your account will be closed.

(03:00:39)RiittaRa

i thought the account would have already been closed but was not and i was able to deposit, it is not responsible

(03:01:00)RiittaRa

I ask that yesterday

(03:01:57)Eva

I understand you. However, your account has not been closed because you made a transaction. As soon as you give an account closure request, you should no longer take any action on your account.

(03:02:37)RiittaRa

but that man didn't close my account, shouldn't i get my deposit back today because the account should have been closed

(03:04:32)RiittaRa

the account must be closed immediately and not tomorrow because I will play anyway!

(03:04:46)Eva

It is closed within 24 hours from the moment you request it. In this respect, if you take any action on your account, this responsibility belongs to you

(03:05:19)RiittaRa

Can you give me money back?

(03:05:45)Eva

Please log out of your account, your account will be closed.

(03:06:22)RiittaRa

which I played today because I could

(03:07:13)Eva

Not logging out of your account extends the account closure period. Account is still active

(03:07:55)RiittaRa

there is no responsible gaming if you are able to gamble even after you have closed your account!

(03:07:59)RiittaRa

Ok

(03:08:11)Eva

Not logging out of your account extends the account closure period. Account is still active

(03:08:29)Eva

Please log out of your account, your account will be closed.

(03:08:37)RiittaRa

I waiting you give me my mone back 150€

(03:08:48)RiittaRa

I play that today

(03:09:28)RiittaRa

even though the account had to be closed

(03:10:15)RiittaRa

?

(03:11:01)Eva

Unless you log out of your account and wait for the time to be closed, you are responsible for any deposit you make or the game you lose.

(03:12:08)Eva

For example, if you had a profit from the deposit you made, you could easily withdraw this money. Because you are still making transactions in your account even though you have requested to close the account.

(03:13:03)RiittaRa

I know, dont worry, i cant play becose i play all my money

(03:14:47)Eva

I understand you, please log out of your account now so that it does not take longer for your account to be closed. I say this to help you.

(03:15:37)RiittaRa

I have not won anything but lost everything and I expect you to return the money I deposited today within the limits of a responsible game or I will

(03:17:42)Eva

Our legal process is clearly written here. Please log out of your account so I can assist you.

Believe me, I would like to help you and not to experience a similar situation again.

https://www.tuskcasino.com/responsible-gaming

(03:18:43)RiittaRa

the casino guru will give you a review of your casino when i tell you how you are doing

(03:19:29)Eva

I have indicated the sensitivity of your situation. Our friends will take action to close your account. Waiting for you to log out of your account

(03:19:56)Eva

Our legal process is clearly written here. 

(03:20:58)RiittaRa

otherwise it is responsible gaming if you are asked to close your account due to a gambling problem you must close your account immediately

(03:23:27)Eva

In account closing processes, there is an approval process as the account is examined in detail. Normally it is 48 hours. However, we take action within 24 hours, taking into account the sensitivity of the situation.

(03:24:12)Eva

There is no rule violation. Log out of your account and wait for your account to be closed.

(03:24:56)Eva

You have not logged out of your account yet.

(03:25:38)Eva

Once you log out of your account, your account will be closed immediately. You can still wait in the chat.

(03:27:42)RiittaRa

I waitin when my money coming my bank

(03:29:49)Eva

All our legal process is available in the link I sent you.

(03:30:12)Eva

Once you log out of your account, your account will be closed immediately. You can still wait in the chat.

(03:30:16)*** RiittaRa left the chat ***

Hello Riitta,

Unfortunately as the self exclusions are processed by people, it always have a processing time - in your case it was 24 hours. It can almost never be processed instantly and the casino is responsible for the deposits only after processing your request. Was your account closed after the 24 hour period or if not, when was it closed?

all casinos have closed at my request immediately and have not had to wait until i am told that i have a gambling problem, the account is no longer open but it was still 3 days even a week ago i asked to close!

Dear Riitta,

Unfortunately we can't punish a casino for having a processing time. They are just human and they need time to process things too. I'm really sorry that we can't do much but you can still try to contact the licensing authorities of the casino - they might be able to help you. Please let us know if you will contact them.

Regards,

Nick

I will no longer contact anyone, but all casinos should be able to close the account themselves!

Dear Riitta,

It would be great to see that option in every online casino but unfortunately it is not an industry standard yet and it is mostly done manually by people and we have to respect that it has a processing time too.

You can still try to contact the licensing authorities of the casino and try to submit a complaint there but it is not guaranteed either that they will be able to resolve this issue.

I will be now closing the complaint based on the above description about the processing time.

I'm sorry that we could not help you out more but feel free to contact us if you will come across any other trouble again in the future.

Best regards,

Nick