Tusk Casino - Выигрыши игрока не зачислены на его счет.

I'm experiencing a problem when I play any game from the provider WorldMatch. Whenever I win, the winnings are not credited to my player's account! I made a video of this, but I can't upload it because the file size is too large. At the moment, I'm playing with bonus credit, so it's not as serious, but on October 12, 2023, I played with real money that I deposited, and the exact same thing happened! The strange thing is, it also does not appear in my game history!

Ich habe folgendes Problem wenn ich den Anbieter WorldMatch spiele egal welches Spiel und ich einen Gewinn erziele werden die Gewinne meinem Spielerkonto nicht gutgeschrieben! Ich habe davon ein Video gemacht aber kann ich nicht hochladen weil die zu gross ist. Im Moment Spiele ich mit Bonusguthaben da wäre es nicht so tragisch aber am 12.10.2023 habe ich mit echtgeldguthaben gespielt was ich eingezahlt habe und da war es genau das gleiche! Und das kuriose ist das es auch nicht in meinem spielverlauf zu sehen ist!

Hello indrakshi,

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 if your account is already verified and if yes, since when exactly? Would it be possible to forward the video and any other document relevant to this complaint to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

My account is not verified. I spoke to live chat on October 13th, 2023. It was about winnings that were not credited. The man in live chat recommended that I contact support, which is what I did. I sent 3 emails to support@tuskcasino.com ., but I haven't gotten an answer yet. I'll send a few screenshots and a video nicolas.b@casino.guru to.

Hallo Nick

Meine Konto ist nicht verifiziert.Ich habe am 13.10.2023 mit Livechat gesprochen.Es ging um nicht gutgeschriebene Gewine.Der Man in Live chat hat mir empholen sich an support zu wenden,habe auch gemacht.3 Email habe geschickt an support@tuskcasino.com.,aber bis jetzt keine Antwort gekriegt.Paar screenshots und video schicke ich an nicolas.b@casino.guru zu.

Hello indrakshi,

Please forward the evidence to the correct e-mail address as you entered the wrong one.

Good evening, I have forwarded my answer to you today to the correct email address, I am sending you a screenshot of it in the attachment.Good evening, I have forwarded my answer to you today to the correct email address, I am sending you a screenshot of it in the attachment.

guten abend ich habe ihnen meine antwort heute weiter geleitet auf die richtige email adresse, im anhang schicke ich ihnen einen screenshot davon.guten abend ich habe ihnen meine antwort heute weiter geleitet auf die richtige email adresse, im anhang schicke ich ihnen einen screenshot davon.

Hello indrakshi,

Thank you for the video provided. Would it be possible to also forward your betting history from that time when the winnings were not credited to you?

Hello, transaction history shows progress from 30 euros even though I deposited 50. When I had about 10 euros, I noticed that the bonus wasn't credited to me. I even wrote to live support, but it didn't help, I didn't get an answer. On the 16th October 2023 I received a bonus of 5 euros. When playing Genghis Reel it was even worse, if I scored once everything was ok but if I counted two or three times, only the first win was credited

Hallo ,Transaktionen verlauf zeigt verlauf ab 30 euro obwohl ,habe 50 einbezahlt.Als ich ungefähr 10 euro gehabt habe, habe bemerkt dass mir Bonus nicht gutgeschrieben war.Habe sogar zu live support geschrieben,aber hat nichts gebracht ,keine Antwort gekriegt.am 16. Oktober 2023 habe ich einen Bonus von 5 Euro erhalten ,Beim Spiel Genghis Reel war noch schlimmer,wenn habe ein mal getroffen war alles ok aber wenn hat zwei oder drei mal gezählt ,nur die erste Gewinn war gut geschrieben

Hello indrakshi and thank you for all the information provided. I can see that you had a few winning bets without any balance awarded which seems strange a little. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello indrakshi,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Tusk Casino to join the conversation and participate in the resolution of this complaint.

Dear Tusk Casino,

Can you please provide some insight into the technical problems the player is experiencing?

Kind regards,

Adam

Thank you very much, I hope you get a reply, you didn't even reply to any of my emails. Kind regards

Vielen Dank,Ich hoffe, dass Sie eine Antwort erhalten, sie haben nicht einmal auf eine meiner E-Mails geantwortet.Schöne Grüsse

Hello indrakshi,

I have made contact with the casino via Skype and they are currently investigating the situation. I will post here again when I have received further information.

Kind regards,

Adam

Hello Adam, thank you again for your support.

Hallo Adam,nochmal danke für Ihre Unterstützung.

Hello, I have 50 euros in the account, hurray

hallo ich habe 50 euro auf dem konto hurra

You are a magician .Thank you very much

Sie sind ein Zauberer .Vielen vielen Dank

Thank you very much for your competent help, you are still a magician for me.

Below my text you will find the email I received from Tuskcasino.

Patrick Vegas (Tusk Casino)

Nov 21, 2023, 11:10am CST

Hello,

We apologize for the delay. The investigation into your missing winnings, which you reported to us on December 10, 2023, has been completed.

We have credited your free spins winnings of €36.25 to your account after the provider resolved the technical issue.

We apologize for the inconvenience caused and have credited you with a bonus of €15 as a gesture of goodwill.

Have a nice day!

Best regards

TuskCasino customer support team

Vielen dank für ihre kompetente hilfe sie sind für mich immer noch ein zauberer.

unter meinem Text finden sie die email die ich vom tuskcasino erhalten habe.

Patrick Vegas (Tuskcasino)

Nov 21, 2023, 11:10 CST

Hallo,

Wir entschuldigen uns für die Verspätung. Die Untersuchung Ihrer fehlenden Gewinne, die Sie uns am 10.12.23 gemeldet haben, ist abgeschlossen.

Wir haben Ihre Freispielgewinne in Höhe von 36,25 € Ihrem Konto gutgeschrieben, nachdem der Anbieter das technische Problem behoben hat.

Wir entschuldigen uns für die entstandenen Unannehmlichkeiten und haben Ihnen für eine Geste des guten Willens einen Bonus von 15 € gutgeschrieben.

Einen schönen Tag noch!

Beste grüße

TuskCasino-Kundendienstteam

Hello indrakshi,

I am glad to hear that the situation has been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, indrakshi, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam