In the latest iteration of LCB’s testing initiative to evaluate accountability, responsibility, and transparency among iGaming operators, we present you the results of a purpose-made, real-money visit to Tusk Casino.
The rationale behind our ongoing project ‘From the players, for the players,’ is to assess the services of gaming hubs, so punters can make their decision assisted by objective, fact-based feedback.
Today, we report you on our tester’s experience with the following findings:
Let us, therefore, see how the entire testing sequence unraveled in yet another effort to bring more value to the players around the world.
Tusk Casino launched in 2020, operating with a Curacao license. The game lobby features live dealer casino, online slots, table games, and virtual sports releases powered by over ninety software developers.
The venue is equally accessible on mobile devices and desktop platforms. The players’ offerings also include the loyalty program, various banking options, and common currencies, including cryptos.
Tusk Casino has a representative at LCB’s forum.
With the venue’s highlights box ticked…
…let’s get on with the tester’s experience, shall we?
R0UNDER registered at Tusk Casino on March 21, 2021.
The three-step sign-up process consisted of creating a user profile, verifying the account with a mobile phone and validation code, and providing personal information.
Once registered, the tester received a welcome email from the casino, which also informed him to follow the steps to verify his identity.
The tester then proceeded to upload his ID card and a recent bank statement as mandatory steps in the KYC procedure.
On March 22nd, a day after uploading the documents, the casino verified the tester’s account.
The tester chose Bitcoin to deposit €121.33 and opted to pass on two bonus offerings from the casino at that point.
Some forty minutes after the transaction, the tester received €120 on his casino account, after a €1.23 fee was deducted from the deposited amount of €121.33.
The tester began his real-money session with Madame Ink online slot by Play’n Go.
Then, he switched to Valkyrie by ELK Studios and Twin Spin Megaways by NetEnt.
On March 22nd, the tester made a €50 withdrawal using Bitcoin.
After R0UNDER entered the amount in question, a pop-up window announcing the cancelation of existing bonuses appeared (even though the tester opted not to claim any bonus during the depositing process).
In the very next window, the tester was prompted to choose his account. He could not do so, however, as the drop-down list offered no accounts to choose from whatsoever. He then clicked on the “Add New Account” field just below the drop-down list, only to get a withdrawal confirmation window pop up.
Throughout these steps…
…there were no additional options offered to the tester to provide data regarding his Bitcoin wallet receiving address.
Because he was neither able to choose his own account or provide his BTC address and yet his withdrawal was confirmed by the casino, R0UNDER immediately checked his transaction history, and the records indeed showed one pending withdrawal. Thus, the tester decided to contact casino chat and attempt to clarify the issue.
The chat agent never explained how this happened, but he proceeded to inform our tester that “the time period can be long in BTC withdrawals” and advised him to use international bank transfer. The agent explained that withdrawal with BTC might take “about 5 days,” in contrast to “2 days at most,” via an international bank.
On March 23rd, the tester received an email from the casino informing him that “there is a technical problem in Coindirect withdrawal,” which postponed cashout approval by the casino.
R0UNDER contacted chat support again on the same day.
The agent informed him that “payment will be confirmed and sent tomorrow.” The tester stressed again that the casino did not have his crypto wallet receiving address. The agent advised R0UNDER to send an email to the finance team to cancel the initial withdrawal in order to make a second one using fiat currency.
The tester complied and sent an email to the finance team. He requested the cancelation of the Bitcoin withdrawal and added his bank account details so the casino may cash him out.
However…
On March 24th, Tusk Casino informed the tester via email that the technical issue with Coindirect withdrawal has been solved and that, consequently, the hub approved R0UNDER’s initial Bitcoin cashout request.
After the tester provided his crypto wallet receiving address to the casino via email — twice, per the casino’s request, just as was the case with banking details — the correspondence resulted in the conclusion of the withdrawal process.
On March 25th, three days after the withdrawal request, the tester received €48.73 to his Bitcoin wallet, after a €1.27 fee was deducted to the submitted withdrawal sum of €50.
Additionally…
Once R0UNDER started with the cashout process, several bonus transactions, including stages of their progress, appeared on his account.
The tester, however, never claimed any bonuses and made sure to cancel any automatically credited offers right after depositing.
Still, when R0UNDER inquired about this particular case at the casino via email, he didn’t receive any further reply regarding this matter.
With that, the tester concluded his assessment experience at Tusk Casino.
And, that brings us to you.
Have you played at this iGaming destination, and if so, what are your impressions?
Feel free to share your thoughts in the comment section, allowing other punters to benefit from your experience!
Last but not least…
Stay tuned for forthcoming reports as we continue with ‘From the players, for the players’ endeavor, looking to deliver more value to the players while assessing responsibility and overall fairness of online casinos through unbiased reporting.
Until the next time, stay safe and play prudently.