Thor Casino - El jugador enfrenta problemas de comunicación luego de la autoexclusión.

Hello, good evening.

I initiated a self-exclusion at this casino and requested the date of my request via email, but the casino has not responded or provided any feedback.

I deeply regret the behavior of this casino. The communication was friendly until I mentioned that I am a self-excluded customer. They then began providing brief responses and suggested I make the request via email. I sent the request by email and have received no response.

Can you help?

Ola boa noite.

Fiz a auto-exclusao neste casino, solicitei por email a este casino a data do meu pedido, no entanto o casino nao responde na dá qualquer feedback.

Lamento profundamente o comportamento deste casino, o contacto estava a ser amigavel ate eu mensionar ser um cliente auto-excluido, passaram a dar respostas curtas e tentar empurrar para pedido por email. Eu fiz o pedido por email e nada de respostas.

Podem ajudar?

Dear cgouveia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section, and I found this:

Do you want to self exclude?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and you will also be taken from our marketing list so you will not receive any marketing material. You can also contact our support at support@thorcasino.com and let us know about your decision to stop gambling at the Thor casino for a certain period of time or forever.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@thorcasino.com in order to initiate withdrawal of remaining balance.

Could you please specify the reason for self-exclusion? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I don't remember if I opted out in chat or on the site itself.

I changed my cell phone and lost many of the prints I had.

I just need to know when I was self-excluded.

It's already common practice for versus odd not to reply to emails when the player doesn't deposit.

Eu nao me recordo, se fiz a auto-exclusao em chat, ou se dentro do proprio site.

Troquei de telemovel e perdi muitos dos prints que tinha.

Eu so preciso de saber desde que data estou auto-excluido.

Já é pratica comum da versus odd nao responder a emails, quando o jogador nao deposita.

Thank you for your reply, cgouveia. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you didn't save your self-exclusion request?
• Could you please clarify if you currently have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, good morning.

1- I saved it, but on a cell phone that I don't have access to.

2- I don't have access to the casino, and when I enter the chat, they ask me to request the receipt by email, but they don't answer me.

I'll send you what I have.

Ola bom dia.

1- guardei, mas em em um telemovel ao qual nao tenho acesso.

2- nao tenho acesso ao casino, e quando entro no chat, pedem para solicitar o comprovativo por email, mas nao me respondem.

Vou enviar para o seu email o que tenho.

And please ask why the payment I made was made to an entity called MYdates, which doesn't exist anywhere and the little that does exist raises unethical suspicions

E por favor questione qual o motivo do pagamento que fiz o beneficiario ser uma entidade chamada MYdates, que nao existe em lado nenhum e o pouco qie existe levanta suspeitas pouco eticas

Please note that we do not assist with issues related to payment recipients; such matters should be addressed directly with the payment provider. Additionally, could you please provide more details about the assistance you are seeking from us? If your account has been closed and you do not have supporting evidence of your self-exclusion request, we are unable to contact the casino just to obtain this information, if no other help is needed.

The assistance I need is simply for the casino to confirm the date of the self-exclusion. In view of this date, I will or will not submit a complaint because I was allowed to open a new account at a casino in the same group. I will attach the numerous email requests where I ask for this information.

A assistencia que preciso é apenas que o casino me confirme a data da auto-exclusao. Pois perante essa data vou submeter ou nao uma reclamacao pois foi me permitido abrir uma nova conta em um casino do mesmo grupo vou anexar os inumeros pedidos de email onde solicito essa informação

I apologize, but unless you are facing self-exclusion issues at this particular casino, we won't be able to assist you with this matter. I can only recommend that you always save your self-exclusion requests to have valid proof that you indeed made the request if necessary.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.