Tumblewins Casino - Гравець стикається із запитом на відкладене виведення коштів.

I have a pending withdrawal with the casino more than 20 days. I made a deposit on 23.10. I finished wagering and requested amount. I am contacting casino through email asking the reason why is my withdrawal still pending, or maybe it is necessary from my side to provide anything but they dont reply to my emails. The casino doesnt have option of live chat. Please help me to get my amount.

Hello jjorusovich,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tumblewins Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

1. The account doesn#t need verification. There is no option in the profile to verify. They did not ask to send any document either.
2. I depositied my amount but also used bonus. Wagering was completed.
3. The issue is that they did not contact me. I am sending emails to the addresses that are on their website but get no response. They do not have live chat.

Dear Jjorusovich,

I hope you're doing well. Would it be possible for you to send a screenshot of the pending withdrawal, along with any correspondence you’ve had with the casino (if they have responded to your messages), to nikolas.b@casino.guru for further review?

I appreciate your cooperation and look forward to your response.

Best regards,

Nick

Dear Nick,

Please find a screenshot of pending withdrawal attached.

As for correspondence, I have already mentioned I can forward emails sent only from my side which makes no sense, as they never replied to them.

Thank you jjorusovich for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jjorusovich,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I will certainly endeavor to reach out to the casino, I must inform you that, based on our past experience with Tumblewins Casino and their lack of cooperation, the resolution of your complaint remains uncertain. I will contact the casino to see if I can help.

We would like to invite Tumblewins Casino to join the conversation.

Dear Tumblewins Casino,  

I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal. Additionally, could you inform us when the funds are expected to be credited to the player's account?

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 jjorusovich,

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,

Michal

Casino Guru