The player from the United Kingdom requested a £300 winnings withdrawal submitted on 8 Nov that remained unpaid. The casino gave excuses and did not process the payout. The player failed to respond to multiple requests from the Complaints Team for additional information and evidence needed to investigate the issue. Due to the lack of response, the complaint was closed without resolution. The player was informed that she could reopen the complaint if she chose to resume communication.
Mr. Thrills Casino - Player's payout is delayed.
Closed
Our verdict
Player stopped responding
Amount: £300
Mr. Thrills Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
This site is a scam. I have been waiting on a withdrawal of £300 from the 8th Nov. They wont payout, keep making excuses and have blocked my emails which they wont reply to, so close to christmas aswell. They steal your money beware.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share a screenshot of the currently pending payout as evidence? Share screenshots here or send the information to my email at tomas@casino.guru
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Thanks for your reply via email.
- Could you please share a screenshot of the currently pending payout as evidence? Share screenshots here or send the information to my email at tomas@casino.guru
If the issue with responding in the complaint thread persists, please share a screenshot of what the website looks like from your point of view. Make sure to log in to your casino.guru account first.
Thanks in advance for your cooperation.
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2 months ago
Dear Kyliee,
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.
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1 month ago
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,
Tomas
Casino.Guru
