Thrillsy Casino - Hráč má potíže s výběrem výher z kasina.

I've been waiting for 1 week for someone to answer me why I'm not able to raise €90, in addition to being robbed of €350 🤣

Estou há 1 semana há espera que me respondam o porquê de não estar a conseguir levantar os 90€, além de me terem roubado 350€ 🤣

Dear K1ng_Joao,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation.

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Could you explain in more detail what the 90€ represents? It's not visible in the screenshot you submitted.

Looking forward to hearing from you.

Best regards,

Tomas

Hello again, the 90€ was the total money deposited, they refunded me the money for another matter, let's focus here!

Here's what I was told today, I entered my IBAN, I didn't enter anywhere near 70 symbols or whatever.

Olá novamente, os 90€ foi o dinheiro total depositado, devolveram me o dinheiro por um outro assunto, concentremos nos aqui!

Aqui está o que me disseram hoje, eu meti o meu IBAN, não coloquei nem perto de 70 símbolos ou o que seja.

Would you be able to forward the communication between you and the casino regarding your issue? My email is tomas@casino.guru I'll await your reply.

Dear K1ng_Joao,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your email.

In order to continue with the case, we would need communication between you and the casino where they explain their reasoning for blocking your account and withholding your winnings. Please forward any emails or chat transcripts where you discuss the issue with the casino to my email tomas@casino.guru

Sent, check email.

Thanks for your message.

Did you fill your casino account profile with the correct personal information?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Hello again Tomás, I had another account that I politely asked to close, after that I created another one. I did this because I didn't have full access to the other email... Instead of closing the account, they sent me an email... I had already said why in a ticket and they said it was ok. It was only when I requested a withdrawal of €350 that they got involved with it, after having sent 5 documents and even a selfie.

Olá novamente Tomás, eu tinha uma outra conta que pedi educadamente para fecharem, após isso, eu criei outra. Fiz isto pois não tinha full acesso ao outro e-mail... Eles em vez de fecharem a conta, mandaram e-mail... Eu já tinha dito o porquê num ticket e disseram que era ok. Só quando fiz o pedido de levantamento dos 350€ é que implicaram com isso, depois de ter enviado 5 documentos e até mesmo uma selfie.

May I ask what was the reason you requested to close your first account? Was your first account verified? Did you play with bonuses in your first account? Did you redeem any bonuses on the current account?

The reason was simple and it was said in the support chat, I wanted to change my email... Yes, I had used 20€ in bonuses, I don't remember if it was verified, yes I played with a bonus, then on the other account I played without a bonus.

O motivo foi simples e foi dito no chat do suporte, queria mudar de email... Sim tinha usado 20€ em bônus, não recordo se era verificada, sim joguei com bônus, depois na outra conta joguei sem bônus.

Thank you very much, K1ng_Joao, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 K1ng_Joao,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Thrillsy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Thrillsy Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello good afternoon Stefan, from what I'm told my other account was not deleted because I didn't reply to an email... When I said in the casino live chat to delete it and I gave my reasons, and they said- me that I could create another one without any problems.

Olá boa tarde Stefan, pelo que me disseram, a minha outra conta não foi excluída porque não respondi a um e-mail... Quando eu disse no bate-papo ao vivo do casino para apagarem e dei os meus motivos, e disseram-me que podia criar outra sem problemas.

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 K1ng_Joao,

I contacted the casino again and will extend the timer for another three days.

Your patience is much appreciated.

Kind regards,

Stefan

Dear K1ng_Joao,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru