Tumblewins Casino - Los retiros de los jugadores se retrasan.

Hello, I am also having problems with this casino. They haven't responded to my emails; I have sent more than 10 emails, including to verification kyc@tumblewins.com with my documents, and I have received no response. I have been waiting since 09/27 for 3 pending withdrawals. In total, it's 280€.

I am very upset; are they really not going to pay me? Please help me...

Olá também estou com problemas neste casino. Não me respondem por e-mail, já enviei mais de 10 email, incluíndo para a verificação kyc@tumblewins.com com os meus documentos e nada. Estou a espera desde dia 27/09 3 levantamentos que tenho pendentes. No total de 280€.

Estou triste, será que não me vão mesmo pagar? Ajudem-me...

Dear margaridar91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Thanks for your help, but I'm worried because I've seen that many people have never received their funds, and the fact that they don't reply to emails is also really scary. Will they really pay? I'm starting to think it's money lost. 🙁

Obrigada pela ajuda, porém estou preocupada pois já vi que muitas pessoas nunca receberam os seu fundos, o facto de eles não responderem aos e-mails também é realmente assustador. Será que iram mesmo pagar? Já começo a achar que é dinheiro perdido. 🙁

Thank you for your reply, margaridar91. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Thank you very much, I'll let you know about further developments over the next few days. See you soon

Muito obrigada, informarei de mais desenvolvimentos no decorrer desses dias. Até breve

Hello!

The site hasn't given me any feedback, there have been no payments and no replies to emails.

I'll probably never see that money.

There is no longer any way to force the casino to fulfill its duties

They have everything explained on the website in the terms and conditions, but they don't fulfill anything. 🙁 I'm really sad. That money was really needed and I'll never see it.

Olá!

O site não me deu nenhum feedback, não houve pagamentos e não houve respostas aos emails.

Provavelmente nunca vou ver esse dinheiro.

Não existe mais nenhuma forma de obrigar o casino a cumprir os seus deveres

Têm tudo explicado no site nos termos e condições, mas não cumprem nada. 🙁 estou realmente muito triste. Esse dinheiro estava mesmo a precisar e nunca o verei.

Thank you for your reply, margaridar91. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that you have not received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hi, I've never made a successful withdrawal, I haven't received a successful verification email and I haven't used the bonus option.

Thank you.

Olá! Nunca fiz num levantamento com sucesso, não recebi qualquer e-mail de verificação com sucesso e não usei a opção bônus.

Obrigada.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi, yes, I'll send you an attachment

Olá sim envio em anexo

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have nothing else relevant. The casino hasn't replied to my emails and I'm still out my money.

Não tenho mais nada relevante. O casino não respondeu aos meus emails e eu continuo sem o meu dinheiro.

Thank you very much, margaridar91, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi margaridar91,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Tumblewins Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

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.

Dear margaridar91,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia