Tusk Casino - Hráč kritizuje praktiky odpovědného hraní.

Hi,

I recently signed up to this casino and upon reviewing the responsible gambling options was satified with the offering.

However I soon learned that its extremely misleading and possibly malicious, as the terms are stated in such a way that it can mean multiple things.

For example, they state:

1. Tuskcasino offers self-exclusion facilities for those customers who wish to restrict their gambling activities with Tuskcasino. The following self-protection mechanisms are available and can be entered via the responsible gaming link in the footer of the website:

1.1. Self-exclusion

1.2. Cool down period

1.3. Set financial limits on wagers and losses

1.4. Set limits on session time

2. By entering into a self-exclusion agreement with Tuskcasino, the player will be prevented from using his/her account for a definite or indefinite period. During this period of self-exclusion Tuskcasino will not distribute any promotions.

3. If the player needs a break from gambling at Tuskcasino he/she can ask for a cool down period. Once the player has requested a cool down period, he/she will receive a confirmation from Tuskcasino within 48 hours. In all cases, the player’s request will be complied with as soon as it is acknowledged by Tuskcasino

4. The player may also choose to impose a ceiling on the maximum wagers and losses he/she may make/incur.

5. The player may also choose to impose a time limit per session.

6. In the event that the player manually adjusts, or requests an adjustment to, his or her session limits (including limits on losses and wagers) or a period of self-exclusion:

6.1. New session limits that are stricter than those previously imposed, or an extension of a period of self-exclusion, will take effect immediately from the time of adjustment.

6.2. New session imits that are more lenient than those previously imposed will only take effect after a seven-day cool down period from the time of adjustment.

6.3. A period of self-exclusion shall only be shortened after a seven –day cool down period, unless the existing self-exclusion period is due to end within that seven-day timeframe, in which case it shall remain unaltered.

6.2 specifically refers to more lenient limits taking effect after 7 days.

However according to support this does not apply to deposit limits, those are active instantly, regardless of the amount (why even offer limits if they can be overridden any time).

Support told me as much, now here is the thing that makes this seem so shady:

There is clearly a "pending limit" option.

Why is it there, if there is never any pending state for deposit limits?

Seems purposefully misleading.

Attached the email from support.

Dear jefiboy111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Have you tried to set deposit limits?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

yes I set deposit limits. However these limits dont have any cooldown period, so after setting them, you can just instantly increase the limits again, which makes them pretty pointless. The support confirmed that there is no cooldown timer for increasing limits, however that begs the question why there is a "pending limit" section then.

Seems like something fishy is happening here.

Let me know if you need more information and thank you for taking the time!

I understand. Could you please advise if you have deposited any funds into your account after setting up those deposit limits?

Hi,

yes, initially 150€, then gradually more as I increased the limit, I would guess around 700€ before I self excluded due to addiction.

I see. I do apologize but we can't really punish the casino for not having cooling-off period for deposit limits. These Responsible Gambling tools are not mandatory for casinos and you have been informed about alternative ways how to restrict your play.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

I understand. I just wish we could have at least gotten into the whole problem of them pretending to have pending limits. It just seems intentionally misleading. If they don't offer any limits, fair enough. But when they do, they shouldn't try to obfuscate them.

Thanks for taking the time regardless.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.