Tortuga Casino - El retiro del jugador se retrasa debido a problemas de verificación KYC.

In late june i managed to win at tortuga casino. I withdrew some of my winnings and this triggered the KYC process. They approved all my documents except the one for my crypto wallet. I use Exodus for my crypto. Exodus is just a crypto wallet not anything more not less. There is no signup with name just a 12 word backup code. Tortuga keep insisting that i need to download a document that shows my name and email aswell as my crypto address. I have told them several times that this is not possible for me. It is like talking to a wall they keep ignoring what i am informing them of instead of giving me options they keep insisting. I hope that by creating this complaint they will do their job and verify that what i am telling them about my crypto wallet is true and provide me with an alternative. I have tried to explain several times in the support chat and several times by email. Both to no results so this is my last hope.

If there is anything you need from me please let me know.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tortuga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please clarify which documents the casino approved during the verification process?
• Could you please clarify how much you deposited into the casino and in which currency?
• Could you please share with me your communication with the casino regarding the verification requirements of your wallet? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1. I played slots do accumulate my balance
2. Yes i did take their welcome offer to accumulate my balance
3. They have verified photos of the front side of my id aswell as the backside and a selfie of myself with my id next to my face.
4. I deposited 200 euros
5. I will email them to you thanks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 luntmarkus,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Tortuga Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear luntmarkus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo