Tusk Casino - The player's self-exclusion was ignored.

Hi

I want to complaint about tuskcasino and i want a refund on all my deposits 

i asked them more then 7 times to close my account permanently because of gambling addiction then my account closed on the following day. Then I have requested to reopen my account they did open my account because they want to make money from even addiction players. I deposit more then 15000 euros without any withdrawal. I want the deposits refunds back because I told my addiction earlier and should be offered the permanent lock without chance to reopen. They breached the responsible gaming terms and conditions laws. Please help me to get my refund of my deposit back. 

Now they blocked my account permanently because i did a complaint. When i asked them to close my account permanently they did and open it again when i asked.

Greats

Hello Racheline,

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 turn to the casino.

When did you exactly asked for the self-exclusion? Did you mention "self-exclusion" in your e-mail or other request? How long after your account has been blocked could you reopen it?

Also please if you could forward us any communication between you and the casino, where it is shown how did you request the account closure would be perfect - please send it to nikolas.b@casino.guru

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

Regards,

Nick

Casino.guru

Thank you Recheline for providing additional information regarding your case. I'll now forward your complaint to my collegue Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hi,

Oke thank you nick.

Greats recheline

Hello Recheline!

From now on, I will be taking care of your complaint. I would like to invite representatives of Tusk Casino into this complaint in order to help us resolve the issue.

Hi Martin,

Yes thats a good idea because its a abuse.

In the WhatsApp conversation with the vip manager ive ask more then 6 times to close my account permanently with no chance back to open And he did and after a week he text me for offer a free chip and then before i know i deposit again. I deposited like 15000 euro without any withdrawals.

Its unfair to offer peoples that have gambling problems a free chip and ask them to deposit the next time.

And when i sayd to him close it permanently he say, Just let the game go for a view days and then you can Come back. I said no. He closed it permanently but he opened my account always when i ask. Or when i want the free chip. Its not okay.

Let me know what you need.

I want my deposits back.

Greats recheline

Dear Recheline!

Do you have any screenshots from your conversation with the VIP manager via WhatsApp? In case you have, I would like to ask you to forward the communication to my email address: 'martin.d@casino.guru'.

Hi

Ive send you a email.

Hi Martin,

How far is it the case. I hope he will he honest. Because its not normal. Because of him i kept depositing and now i have financiële problems.

I hope i here you soon.

Greats

Hello Recheline!

So far there is no indication that you actually asked for a self-exclusion because of gambling problems and also you did not use the correct methods to sign up your self-exclusion.

I would like to kindly suggest to use one of the available methods to sign for a self exclusion within your game account or contact the customer support with an official request to self exclude.

After doing so, please let me know of the outcome.

Hi Martin

When i ask a vip manager from tuskcasino to close my account permanently thats a self exclusion forever without possibilaty to reopen it. He closed it alot of times permanently and then open it back!

Can you solve this case ?? And did they have whatsapp conversation from him ?

Let me here soon please.

And they already close my account permanently now because i make a complaint!

Greats

Dear Reche,

Please understand, that there is a significant difference between requesting to close an account permanently without any specific reason and an actual self-exclusion because of gambling problems. When applying for a permanent self-exclusion because of an addiction, players have to especially provide this information to the casino's staff, so they are able to understand the situation and make all the necessary steps to ensure their account will not be reopened in the future.

That being said, we did not receive any form of evidence from you, where we would be able to see that you requested a self-exclusion with the aforementioned reason. In that case, I am very sorry but we are not able to support you. I understand that this may not be a satisfactory resolution for you, but please understand we are not able to punish casinos, when they did not anything wrong.

I will extend the timer for another 7 days for you, in case you possess any form of proof that you contacted the casino with a request for self-exclusion because of gambling problem/addiction, please forward it to my email address. Should there not be any aforementioned proof we will have to reject this complaint, unfortunately.

Since there was no further response or evidence provided by the player and also because of the reasons mentioned above, we are rejecting this complaint as 'unjustified'.