Tortuga Casino - El retiro del jugador se ha retrasado.

im fully verified on the website, have never had problems with them in the past, they are known for paying within a day or two....i have three seperate bitcoin withdrawals equaling 4940 which they keep delaying payment on. i have contacted support several times the last 2 weeks to which they keep replying that my weekly limit is 3500 and that i surpassed it...my last withdrawal was 3 weeks ago, so their reasoning is false and are just delaying and refusing payment

Dear Mamabear59,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Tortuga Casino. I have checked the general terms and conditions and found the following rule:

6.3.8. Large withdrawals might take longer to be processed as they need to go through enhanced checks before being approved by our Security department. Should to total amount of you pending withdrawals exceed € 2,000.00; the requested funds will be paid in increments of €2,000.00 per week until full settlement.

It seems that you have requested an amount of 4940 CAD within 5 business days (from 19th May til 23rd May), which is higher than the limit provided in the terms, therefore, the processing time may be longer.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did the support advise you to wait untill your withdrawal requests get processed or to cancel some of them and submit them later after each payment is fully processed?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus? 

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

Best regards,

Natalia

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

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

Stay cautious and contact us directly if you have any doubts.

no support keeps telling my they wil be paid tomorrow for the last two weeks now

i did not lose access to my account and yes my account is fully verified

yes i accumulated the winning via weekly bonuses to which i made deposits

Thank you very much for your reply, Mamabear59. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

also the requested withdrawals are all under 2000 euros, not a single one has been paid out

Thank you very much, Mamabear59, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mamabear59,

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 Tortuga 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana