Mr. Thrills Casino - Player's withdrawal is delayed for almost three months.

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Dear sheldrake1988,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Could you please specify which bonus you played with?.If possible, please post a screenshot of your bonus history here.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi so, thank you for your reply. I’ve never made a withdrawal from this casino previously and this was my first. my profile says it’s fully verified, I used the first welcome bonus upon registration and I beat the wagering requirements and my bonus money turned into real funds. I submitted the withdrawal back in November and still they haven’t processed it. I’ve sent numerous emails to the email support address and I havent had a reply.

this is the current display on my account and has been since November.

Thank you very much for your reply, sheldrake1988. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi. So this was recently, and where I began to lost my patience with them. I’ve spoke to them in the region of 20-30 times and this is all you ever get from you. Withdrawal still pending after almost 3 months.

Dear sheldrake1988,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello sheldrake1988,

I am sorry to hear about your troubles. I am Hadi 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.

Best regards

Hadi

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.

this is further communication and correspondence between me and the casino. I have contacted them mostly 2 to 3 times a week asking about this withdrawal and they say this every single time I’ve been in touch with the gambling commission and this was their response.

Having checked our public register I can confirm that this website is not licenced or regulated by the Gambling Commission. For future reference , you can always check our Register of gambling businesses - Gambling Commission to ensure you are gambling with a legitimately licensed site before opening an account and depositing money. 

While it is illegal for sites that do not hold a licence with us to facilitate gambling/market players in Great Britian, I must advise that any consumer that actively seeks out these sites and deposits with them does so at their own risk. There is no law preventing players from actively seeking out these sites. It is only a criminal offence under section 33 of the Gambling Act 2005 for businesses to offer gambling to GB consumers without an appropriate licence.

they keep saying the same stuff and I’ve noticed on other forums that this is a common theme to them from my understanding they shouldn’t be offering players to sign up from the United Kingdom as they don’t have a license under the United Kingdom law

further comments. They are just cutting me off now. Stay well clear of this casino guys.

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi