On 10/26/2022 I had a balance around $1600 and I played a slot called epic ape and I did a bunch of spins at $4 a spin. I ended up getting free spins and before they started I was at around $1450 and at the end of the free spins I was at around $2100. I did a spin after free spins and my balance went down to what it was before the free spins, around $1400. I didnt really understand what happened so I continued to spin and won free spins again. I won around $400 or $500 from free spins and when they finished I did a single spin and my free spins winnings were gone again. I left the game and went to the live chat and made a complaint, i was told there would be an investigation and it would be fixed %100 and not to worry. I left the chat and played a game called buffalo blitz and the same thing happened, I won free spins and won over $400 and when they finished I did 1 single spin and the free spins winnings were gone again. I reported it right away and this time I had a screenshot of the winnings and it disappearing. I was told this would be fixed and taken care of and not not worry, the chat operator told me not to play that game provider anymore which was playtech. It's been just almost 3 weeks and it still isnt resolved. The casino just keeps telling me they haven't gotten a response from the game provider. Something seems very shady here and I dont believe they are going to fix this. I did see this same thing happened to another player that posted on this website. Basically the casino took my winnings and and kept the bet money as well. So they only took my money and took away anything that was won.

Dear Player1000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to [email protected]?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I understand a good portion of hows the casino website and the providers work together. It doesn't seem like tusk casino is actually trying to resolve the issue and get to the bottom of what really happened and return the funds that were taken from me.

Thank you very much, Player1000, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Player1000!

I will take care of your complaint from now on. I'd like to invite Tusk Casino's representatives into the discussion in order to help us resolve the issue.

Sure that sounds great. Thank you.

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 Player1000!

I was able to get in touch with one of the representatives of Tusk Casino and I was told that the issue was already resolved with game provider and their customer support.

I'd like to kindly ask you, could you please confirm this information?

Dear Player1000,

We have not heard from you for a while. Could you please answer our questions? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hello, sorry for the late reply. I was temporarily locked out of my email because I got a new cellular device. Yes the casino did resolve the issue and did reimburse the funds that were taken from me, around $1650. They took over 3 weeks and they dont respond to emails and they also dont send a single email letting you know they are looking into the issue. I really dislike the way they handle issues, very unprofessional.

Dear Player1000,

Thank you for your reply. I am sorry to hear about the lack of communication from the casino's side, unfortunately, we are not able to influence it anyhow.

Nevertheless, we're glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.