Tortuga Casino - La retirada del jugador se ha retrasado un mes.

Hello to the Gurus!

On May 9th of this year I won a large sum of money on this casino that has suddenly started to give me the run around after payments stopped last month.

I won't go into too much detail as I have provided all relevant chats with support as screenshots attached to this complaint. You will see that I was asked to wait X amount of days and then I was told my withdrawals would be limited to 2000 a week AFTER they have already paid me the casino's Max withdrawal per week of 5000.00

This is all fine with me, I can understand this but AT LEAST stick by your own NEW terms which they are not.

I have been verified MANY times on this casino and I have provided a screenshot to prove this and I was asked to verify yet again when payments stopped but those documents have already been long accepted.

I am constantly being told different things by the live chat support and the things they say aren't even being applied.

The days they told me to wait have expired by a long time, the e-mails I'm supposed to receive by support never come. I offered to have them call me personally but that has not happened either.

So this is why I am here finally. I hope this complaint will start the payments again.

The risk of playing on a Casino should only be when wagering on games. I feel like now the risk is not only winning or losing your money but fighting the uphill battle to actually get paid when you win.

Dear Gatesey87,

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

To help us better understand your situation and proceed with resolving the issue, I would like to ask you a few questions:

• When was the last time you successfully received a withdrawal from this casino?
• How many pending withdrawal requests are currently in your account?
• When did you last submit an identity document for verification, and what type of document was it?
• Has the casino requested any additional documents that you haven’t provided yet?
• Were your winnings accumulated while playing with or without an active bonus?
• Which types of games did you play?

Additionally, I’ve reviewed the casino’s Terms and Conditions and found the following clause:

6.3.8. Large withdrawals might take longer to process as they need to go through enhanced checks by our Security department. If the total amount of your pending withdrawals exceeds €2,000, the requested funds will be paid in increments of €2,000 per week until fully settled.

I hope we’ll be able to help you resolve this matter soon. 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.

• When was the last time you successfully received a withdrawal from this casino?

May 22nd was the last payment.

• How many pending withdrawal requests are currently in your account?

I have 8 pending withdrawals at 2000$ / 2500 per, as the system allowed and they have already made payments of both ammounts.

• When did you last submit an identity document for verification, and what type of document was it?

May 30th was the last document uploaded and accepted. Documents were selfie with ID / proof of address I have attached screenshots of this below with dates and description. The system didn't allow me to attach multiple screenshots unfortunately.

• Has the casino requested any additional documents that you haven’t provided yet?

Nothing extra yet!

• Were your winnings accumulated while playing with or without an active bonus?

Yes , specifically a slot called Helios Fury which is not a restricted slot

Please see relevant attachments below

Thank you very much, Gatesey87, 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 Gatesey87,

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.

Hi Jana, I received two e-mails from Tortuga Casino today. One of the e-mails continued to say that they" were working on my file and more time is needed" and another e-mail asking to call me which I have responded to in saying to call me basically. I have attached the most pertinent e-mail as a screenshot with my reply. I am now waiting to be phoned.

Just to update this complaint with no progress really.

After receiving the e-mail from Tortuga asking to phone me and to provide them with availability, Which I did I was met with two days of no responses and so I had to go on chat and ask them if we can do the call presently.

I was basically told no and to wait for a reply to the e-mail with the availability, which by now, is no longer valid as my schedule changes. It's totally unprofessional that I have to spend time chasing them for there requests?

I am a VIP member on this "high ranking casino" but don't let the fancy terms fool you I am not being treated as a " VIP "

I went on live support again today after giving them ANOTHER two days to reply but still not getting anything from them. Chat keeps giving me the run around saying someone will contact me but no one ever does. I hope you are having better luck Jana. Thanks

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.

Well at what point does this become criminal? They do not provide any information for the delay. They still allow players to deposit on their casino but they clearly have no intention of paying. Seems like a Ponzi Casino that some how has an incredible rating.

I have e-mailed them and received the same reply as I have every time I try contacting them.

I have enclosed a screenshot of the recent e-mail.

I would appreciate any advice if any can be given...

Thanks

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