Thunderpick Casino - Hráč si nárokuje výhry a vklady jsou zabaveny.

Dear CasinoGuru

Thunderpick scammed me for 1049EUR. I made deposits of 671EUR and by playing with only my money ( without bonuses ) I turned it into 1049eur, later they requested documents for verification from me.

I provided all requested documents such a passport photos, selfies and utility bills they closed my account due not clear reason and stole my winnings + deposits

This is pure scam, please help me

Dear cassandr0,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with Thunderpick Casino and your concerns regarding the account closure and withheld funds.

To better understand the situation and assist you more effectively, could you please provide some additional details on the following points:

• Did the casino give any specific reason for closing your account after you submitted your verification documents previously?
• Can you confirm if your KYC (Know Your Customer) verification process was completed, or did the casino reject any of your documents?
• Which games were you playing when you turned your initial deposit into the 1049 EUR? This might help us assess the situation in more detail.
• Have you received any further communication from Thunderpick since your account was closed, such as emails or messages regarding your funds or the reason behind the closure?

Your cooperation is essential for us to proceed with this case and work towards resolving the issue. Without this additional information, we may not be able to take the necessary steps to move forward with your complaint.

Please feel free to forward any additional communication or relevant documentation to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

1. Only reason I got is in the email I uploaded previously.
2. I sent them all requested document that they asked me after process completed they closed my account.
3. casino&sportsbetting
4. Unfortulatelly even live chat support provide same unclear reply

Dear cassandr0,

Thank you for the additional information.

Unfortunately, we regret to inform you that we are unable to assist further with your complaint. Thunderpick Casino has not responded to complaints on our platform, and in the past, they have failed to provide sufficient evidence in 3 similar cases. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.

Furthermore, Thunderpick operates without a valid license, so there is no regulatory authority we can direct you to. However, the casino has requested that any complaints be sent directly to their customer service team at service@cs.thunderpick.io, with the option to escalate the matter to a Customer Service Supervisor if needed.

19.2 We prefer to deal with disputes internally in accordance with the above procedure. If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO). Complaints must be submitted not less than seven days and not more than six months after the date on which the subject of the complaint first arose. To contact the DRO, Click HERE.

We are truly sorry that we cannot do more in this situation. We recommend contacting Thunderpick directly as outlined in their terms and escalating your complaint if necessary.

We wish you the best of luck and hope you are able to resolve this matter.

Best regards,

Petronela

Casino Guru