Tusk Casino - Hráč byl obviněn z porušení maximální povolené sázky.

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

Hallo ich habe bei tusk casino ein bonus ohne einzahlung gehabt ...hab gewagert es war auch umgesetzt habe alle erforderlichen Dokumente eingereicht und dann meine Auszahlung getätigt .

Es kam eine Mail wo sie meinten ich hätte doch verstoßen gegen die Bedingung und hätte doch mehr wie 1 Euro gespielt .

Hab ich in meinen Account nach schauen wollen im Verlauf leider nichts zu finden.

Hab casino noch mal angeschrieben sie möchten doch bitte ein beweis schicken wo ich doch verstoßen haben soll.

Leider bis heute keine Antwort.

Mit freundlichen Gruß

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

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

Da ich ja eine Transaktionnummer per Email bekommen habe und ich diese in meinen spielverlauf eingegeben habe aber da kein Verlauf zu sehen bin ich der Meinung das ich im Recht bin und ich bin mir auch zu 100% sicher das ich niemals über 1 Euro gespielt habe.

Und das das casino gar nicht mehr auf meine Mails antwortet erhärtet dies noch mehr das das casino ohne jeglichen Grund mein Gewinn einbehalten haben

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.

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?

OK thanks

Ok danke

I've received the evidence from the casino, I'll reply here when I have an update.

OK everything good

Ok alles klar

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.