Thrillsy Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello Guru,

I’m not impressed the way thrislly casino is treating me at the moment, my withdrawal (€1194) had been on pending for weeks and I later I received an email that they can process my withdrawal due to service provider(Skrill) issues and later they inform me that I should make use of another withdrawal method in which I made use of another method(Astropay)

Surprisingly this morning I received an email that my account had been suspended and my withdrawal had been rejected and my account is under review but why? No statement attached with there action. On getting to log in on my account I found out my account had been closed not suspended.

Pls I have a withdrawal of €1194 on my account. Right now I can’t access my account again. Help me look into this pls

I will attached screenshot and chat below

i Will be grateful if you look into it.

THANKS.

Hello,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

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Thank you for your patience, and stay safe.

Thanks for the response,

Firstly, my main focus is sports betting, that is what I played to complete there deposit rollover. But I played not upto €5 on Aero which is casino or slot, can’t really differentiate it.

Secondly, I sent all the documents requested from me to them, passport, bank statement, payment method prove. Also they requested for my selfie with the passport which I also sent.

Thirdly, I was given a free bet after depositing €100 and the promotion says I can get the bonus twice in which I got twice. So total deposit is €200 and free is also €200 but I lost all the game played with the free bet. am left with my deposit on the account which is €200. After playing with the €200 I was able to accumulate and won upto €1194 which was the money they failed to pay and later my account was closed.

Hello,

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

I have forwarded all the conversations between us to the email listed above. Thanks.

Hello, why is it that no one responding to this issue anymore or should I just give up? I have sent the necessary information between us to the email given.

Thanks

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Raine for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Thrillsy Casino for their help in resolving this complaint. We would like to know why the player's account was suspended and what we can do to help the player receive their winnings.

Thank you!

I really appreciate for the kind gesture. Looking forward to hear back

Thanks.

this is the response I got from them today. But I will like to wait until my withdrawal is fully paid.

Dear Raine, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

I have waited for 4days and yet my withdrawal is still placed on pending. I don’t know what’s really going on this casino, I have email them but no response

pls how will I get my money off this casino? I’m fed up to be honest

Dear Raine,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Raine,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter