Tusk Casino - Verifikacija igračkog naloga je odložena.

Hello team Guru,

I played at Tuskcasino, i won and wager the bonus completed.

Then I was trying to upload my documents for verification.

But I am unable to upload it, I try contacting the Livechat since 30 april but they are always Offline, I can respond in Livechat and I get the message they will email me shortly. Then I try the contact page to email them I used the message system but i get the message failed icon. I try different browser Edge and google Chrome to upload documents and message but all failed not working.

I added some screenshots from the problem. I have a feeling this casino is offline or something. I checked multiple days but support is offline every day.

Thank you

Regards,

Jane

Dear Jane678,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

To assist you more effectively, could you please provide a few additional details about your situation?

• What specific documents are you trying to upload for verification?
• Have you already uploaded any documents, as one of the screenshots you shared shows a "Pending" status for your Level 1 verification?
• Have you tried using a different device or browser to upload your documents?
• Are you receiving any error messages when attempting the upload? If so, could you please specify?
• Have you received any responses from the casino’s support team so far?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronika,

Thank you for your response. I will answer the questions.

What specific documents are you trying to upload for verification?

I am trying to upload my photo of my passport and bank statement.

Have you already uploaded any documents, as one of the screenshots you shared shows a "Pending" status for your Level 1 verification?

I haven't upload any documents yet, the 'Pending' on the picture was there from the start.

Have you tried using a different device or browser to upload your documents?

My son helped me to use different browser, we used Google Chrome and Edge. We try to delete the cookies, we try to upload different documents and I made another picture of my passport to upload, nothing worked.

Are you receiving any error messages when attempting the upload? If so, could you please specify?

Have you received any responses from the casino’s support team so far?

I keep getting Failed Upload in the right corner and when sending message I get Failed sent message.

When contacting the live chat I get only message get back to you soon. See attachments below.

I have had 0 contact from the casino, not even a email with we received your inquiry .

Thank you very much, Jane678, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 in the near future.

Dear Jane678,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Hello,

I got a email saying my account is verified.

I received 1000 dollar from Tuskcasino 2 days ago. I made another withdraw 600 dollar the remaining money.

Just to update you, thanks

Regards,

Jane

Dear Jane678,

thank you for the update. Please keep us informed when you receive another funds from the casino.

Hello,

I just want to inform that the casino paid out all my money. I had for the rest zero contact with the casino. But they paid me out just now the remaining money. So fine by me now.

Regards,

Jane

Dear Jane678,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru