Mr. Thrills Casino - Player’s account closure request is ignored.

Refusal to acknowledge requests to close account. Support are useless parrots who repeat the same instructions to email a non responsive account team.

the disputed amount is probably half what I have deposited since requesting the account was closed - I should have more self restraint but I don’t hence asking for the account to be closed. All they do is bombard with more and more bonuses with ridiculously high play through amounts (£750 bonus!! £23k play through!!)

I have told them I want to self exclude but nothing.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Thrills Casino.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?

Thank you very much in advance for your reply.

If your account is currently not blocked and you are need of protection from further gambling, as the next step, I recommend you contact the casino again via email at support@mrthrills.co, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Mr. Thrills Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi tomas

thanks for replying - I have asked several times for them to just close the account and I have also requested self exclusion in order to make them respond but heard nothing.

I messaged them twice yesterday via their chat facility only to he referred to the non responsive email and I emailed them three times yesterday.

I want to close the account because there is no deposit limit facility and I have no self control. Their bonus play through are way too high to ever withdraw any winnings.

I have emailed again and copied you in. Since my last message to them yesterday they have added £30 bonus to the account.

Thanks for your reply.

I checked my inbox and spam folder and couldn't find any correspondence sent by you.

• Could you please confirm you sent a self-exclusion request according to my previous recommendations?
• Could you please share with me your previous attempts at resolving the issue? Send the relevant communication to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hi tomas

yea i definitely sent it and copied you in. I will resend it to you now. Along with copies of the other emails ive sent.

the account remains open which is infuriating.

Tomas i just checked the sent email and it doesn’t look like you were actually on it. I have resent to the support email address abd added you correctly this time. I don’t know why it didn’t work. Sorry.

thank you for your help with this

Dear ceecee,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear ceecee,

I am sorry to hear about your problem with Mr. Thrills Casino.

I will now try to contact a Mr. Thrills Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Mr. Thrills Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 ceecee,

I have repeatedly tried to contact Mr. Thrills Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor