Mr. Thrills Casino - Player’s account remains open despite exclusion requests.

Having awful problem at with this casino I’ve asked them to exclude the account over and over on live chat by 3 different emails the live chat have gave and the email address’s on the site told them it was for gambling issues still won’t close it gave me fake email addresss continue to allow me to deposit and access the casino emailing me offering me money bonuses please help I really want this closed Hate having a unsafe casino account open.

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Dear Bowfinger22xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have reviewed the casino’s Responsible Gambling policy and found the following regarding player self-exclusion:

Player self-exclusion: If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, the casino will take all reasonable steps to ensure you do not receive any promotional material.

Options for managing your activity:

A minimum 24-hour cooling-off period

A minimum one-month self-exclusion period

To change these settings, please contact the casino’s 24/7 Support Team.

If you are concerned about your gambling behavior, you may also consider external support resources:

Gambling Therapy: https://www.gamblingtherapy.org

Responsible Gambling Council: https://www.responsiblegambling.org/

• Could you please confirm that you are still able to access the casino?
• Have you tried reaching Customer Support through any other email addresses? I found this contact as well: support@mrthrills.co.
• Could you please confirm whether you clearly informed the casino about your gambling problem and forward the account closure requests you sent to them? You can send all relevant communication to my email address: petra,h@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petra

I tried so everything emailed them ones you sent asked them on 24/7 support it’s going on over two weeks now no reply’s from emails I have sent won’t do as I ask on live support give me a email address to email which I have done over and over an FB have not got one reply and continue to let me deposit and use the site after me saying several times I want the account exclude for gambling issues .

They continued to let me deposit and lose money after asking t he m to close over gambling issues which I’m sure en is ilegal and I told them this over and over on there live chat sites like this should not be allowed to stay open they said also online they have gambling tools which bc they don’t when I went on and questioned this on Live chat they told me there was tools and I kept telling y he n there wasn’t so they blocked me from using live chat for a few days.

Just blew my wages again on me thrills I’ve begged them to please close my account they won’t do it won’t do anything for me on live chat like they say they will on the site they won’t reply to my by email I’m going to get kicked out of my app just gave them all my wages I’m sick I begged them close this acc I don’t get it casino guru why will they not do as I ask it’s my right ???

There able to email me to say my deposit has bean taken 🤷‍♂️🙉

Dear Bowfinger22,

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 Martin (martin.l@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,

Petra

Hello Bowfinger22,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed. In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

That said, I would also like to offer you my honest take on this situation. As you can see from the casino's safety index, we highly discourage everyone from playing on such site, regardless of whether you have gambling issues or not. The casino is operating under a fake license and it is unfortunately highly unlikely your account will ever be closed.

Best regards

Martin

So Martin why can it not be shut down it’s there no laws to stop these guys I don’t understand gambling block doesn’t stop them they run under a few different sites and continue to email me ??

Like can ye not contact the gaming company’s that are running there games on this illegal site I don’t understand it?

Dear Bowfinger22,

unfortunately, the whole world of online gambling is very shady, especially when it comes to casinos that operate without a proper license or regulation.

In cases like this, there is sadly very little we can do directly to force the casino to close your account or stop contacting you. Unlicensed casinos usually operate from jurisdictions where enforcement is extremely limited, and they often run multiple websites under different names. This makes it very difficult for any single organization to shut them down.

Casino Guru is not a regulator and we do not have legal authority over casinos. What we can do is warn players about unsafe operators and try to contact the casino in cases like yours. Unfortunately, as mentioned earlier, this particular casino has a very poor reputation and often does not cooperate with us.

Regarding game providers, it is sometimes possible for them to remove their games from illegal casinos, but this process can take a long time and it usually requires action from regulators or licensing authorities.

Because of this, the most important step right now is protecting yourself from accessing these sites. Tools like BetBlocker, Gamban, or similar blocking software are often the most effective way to prevent access to these casinos, even if they operate under multiple websites.

Ok thanks Martin can you help me on who to contact about them they have shut me of live chat and even better Dexter emailed me back I’ve been emailing him for week to close the acc but when I emailed him to say I was unable to deposit he replied straight away 🙉🤣🤣 scammers

So would be a great help if you could tell me who to report these guys to it’s fraud and y he y shouldn’t be allowed to operate like this there using games people are used to useing on legitimate sites and there using ways to deposit also that people are used to using that’s why people belive it’s legitimate? Thanks Martin

Dear Bowfinger22,

thank you for your message. As I explained in my previous message, there is no real way to go forward from here. You can try contacting the respective game providers by letting them know about your experience.

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 Bowfinger22, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.