Tusk Casino - A conta do jogador foi bloqueada.

Hello,

A couple of months ago I registered at Tuskcasino, and deposited €400, obtaining 100% of the bonus (total €800).

I was making sports bets, and playing various slots.

Before playing the slots, I read the terms and conditions of which slots were available for the game.

After obtaining the amount of approximately €811, I decided to withdraw the money.

However, the verification team blocked my account, leaving me unable to access the platform.

After several emails with the support team, they told me that they would pay me the initial deposit minus a commission of 25%, that is, if the deposit was €400, minus 25% = €300

They asked me for bank details and account verification and I passed it on to them, and for approximately 10 days I have not received the money, nor do they answer my emails.

Greetings.

Hola,

Hace un par de meses me registré en Tuskcasino, e ingresé un deposito de 400€, con la obtención del 100% del bono (total 800€).

Estuve realizando apuestas deportivas, y jugando a varias slots.

Antes de jugar a las slots, leí los términos y condiciones de cuales de ellas estaban disponibles para el juego.

Tras obtener la cantidad de 811€ aproximadamente, decidí retirar el dinero.

Sin embargo, desde el equipo de verificación me bloquearon la cuenta dejándome sin poder acceder a la plataforma.

Tras varios correos con el equipo de support, me dijeron que me ingresarían el deposito incicial menos una comisión del 25%, es decir, si el deposito fueron 400€, menos el 25% = 300€

Me pidieron los datos bancarios y la verificación de la cuenta y se la pasé, y desde hace 10 dias aproximadamente no he recibido el dinero, ni me contestan a los mails.

Saludos.

Dear Dinerro173,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have not passed the verification yet?

Have you received any explanation from the casino regarding this situation?

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

Best regards,

Kristina

Thanks for the quick reply.

I will tell you about the case in detail:

Enter €400 to get a 100% deposit = €800.

With those €800 I was playing slots and sports betting and I got an amount of €830, of which €811 was withdrawable.

After sending the requested information (ID + bank account statement), they blocked the user without being able to access and sent me an email (attached screenshot).

After several weeks of contacting them through chat, they told me that the security team was analyzing my account.

10 days ago, they sent me an email asking for the bank details for the return of the money, but I have not received any amount of money and they do not answer my emails.

I try to contact the chat, but they have blocked access to Spain, so I only have the email of support@tuskcasino.com but they do not respond here.

Gracias por la rápida respuesta.

Te comento con detalle el caso:

Ingrese 400€ para obtener un deposito del 100% = 800€.

Con esos 800€ estuve jugando a slots y apuestas deportivas y obtuve una cantidad de 830€, de los cuales 811€ eran retirables.

Tras enviar la información que me solicitaron (dni + extracto cuenta banco), me bloquearon el usuario sin poder acceder y me enviaron un correo (adjunto captura de pantalla).

Tras varias semanas contactando con ellos a través del chat, me dijero que el equipo de seguridad estaba analizando mi cuenta.

Hace 10 días, me enviaron un correo pidiéndome los datos bancarios para la devolución del dinero, pero no he recibido ninguna cantidad de dinero ni contestan a mis correos.

Intento contactar con el chat, pero han bloqueado el acceso a España, por lo que solo tengo el correo de support@tuskcasino.com pero aquí no responden.

Thank you very much Dinerro173 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Dinerro173,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tusk Casino to the conversation to participate in the resolution of this complaint.

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’.

Good morning, you can clearly see how this casino does not respond to the requests of its customers.

As I explained in previous messages, they have my money withheld and my account blocked, without returning the money that belongs to me.

This is a robbery to a client, it should be legally punished that a casino steals people's money and in the event of an incident, they do not respond.

Buenos días, se puede apreciar claramente como este casino no responde ante las solicitudes de sus clientes.

Como bien expliqué en los mensajes anteriores, tienen mi dinero retenido y mi cuenta bloqueada, sin devolverme el dinero que me pertenece.

Se trata de un robo a un cliente, debería estar legalmente castigado que un casino le robe el dinero a la gente y ante una incidencia, no respondan.

Hi Dinerro173,

I received some information from the casino. The casino rep pointed out the fact that you registered from a restricted country (Spain) using a VPN service. If this is the case, I'm afraid, there's nothing that can be done. What is the country of your residence?

My country of residence is Spain, and I live in Spain.

I use a hidden browser called Thor so they don't track my Ip address, or have too many Cookies, advertisements, etc.

Maybe it's because I used that browser that they say about the VPN, but that's totally untrue, since I haven't manually changed anything.

In addition to that, I registered on this page due to the good reviews I had read online, the promotional bonus that they welcomed and the user service.

Once I registered, I put my nationality as Spanish, my home address in Spain, verify my ID and nobody gave me any problem to play.

The problem appears when I earn money and want to withdraw it. They do not accept my withdrawal and block my account so that I cannot access it.

They have returned €300 of the €811 that I had in my account available to withdraw

Mi país de residencia es España, y vivo en España.

Yo uso un navegador oculto llamado Thor para que no me rastreen la dirección Ip, ni tenga demasiadas Cookies, anuncios, publicidad, etc.

Quizas sea por haber utilizado ese navegador que digan lo de la VPN, pero eso es totalmente mentira, ya que no he cambiado yo manualmente nada.

Ademas de ello, yo me registré en esta pagina debido a las buenas valoraciones que había leído por internet, el bono promocional que daban de bienvenida y la atención al usuario.

Una vez me registré, yo puse mi nacionalidad como español, mi dirección de España de vivienda, verifique mi ID y nadie me puso ningún problema para jugar.

El problema aparece cuando gano dinero y lo quiero retirar. Ellos no me aceptan la retirada y me bloquean la cuenta para que no pueda acceder.

Me han devuelto 300€ de los 811€ que tenia en mi cuenta disponibles para retirar

Hi Dinerro173,

Using Tor to hide your IP is most probably the reason why you weren't prevented from registering in the casino from Spain. I tested the country blocking using different VPNs and computers and it seems to work normally. If the casino gave you your deposits back, I'm afraid there's nothing else we can do. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=tuskcasino.com). I wish I could be of more help.

Best regards,

Peter