Mr. Thrills Casino - La retirada del jugador se ha retrasado.

I have requested a withdrawal of £1700 and have been told I need to wait 7-21 days for this to process despite the website and ts and cs stating that it takes 24-48 hours.

Having looked at other reviews for the same casino group I fear that I will never get my money.

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Dear Emmaggaar,

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, please, let us know and we will intervene and try to help you.

• Could you please clarify when exactly you requested the withdrawal?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

Best regards,

Katarina

Hello,

It states on the website that withdrawals are processed after 48 hours and this clearly isn’t the case as they have told me on live chat that it takes between 7-21 working days.

I’ve seen plenty of reviews online stating that some people haven’t received their withdrawal after 3+ months so they are clearly using stalling tactics to not pay out.

My account is fully verified - I did this before even depositing and I have used no deposit bonuses.

Please can you reach out to Mr Thrills and help me get my money back. This is just completely unacceptable and they have lied on their website about the withdrawal times, which isn’t right.

Dear Emmaggaar,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello

i don’t have any screenshots as i now cannot access the webchat. I’ve emailed quite a few times stating that the 48 period is up but they just keep responding that I "need to wait a while longer" and it can take up to 21 business days to process.

Dear Emmaggaar,

thank you for your reply.

However, I have noticed that some of my previous questions remain unanswered. In order for me to fully understand your situation and provide the most accurate assistance, it is important that you address all the information I requested. Your cooperation will help ensure that I can support you as effectively as possible.

• Could you please specify the date on which you initiated your withdrawal request?
• Have you accumulated your funds with the help of bonus?
• Have you had any successful withdrawals at this casino, please?

Looking forward to your reply,

Katarina

Dear Emmaggaar,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru