Mr. Thrills Casino - Player struggles with delayed withdrawals.

I found the site layout very good with a great selection of games. Deposited a few hundred euro and was lucky enough to have a win of 1,000. Submitted withdrawal, on day 7 advised to input withdrawal details, submitted same card as used to deposit immediately cancelled my withdrawal for security reasons. I contacted chat support and confirmed that my withdrawal was to same card as they had accepted multiple deposits from and they confirmed it was in error as sometimes the automated process can flag as fraud mistakenly. In the meantime I submitted a new withdrawal for 2000 and have been chasing ever since. Still getting the same answersbut no results.

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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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Geoghegankg, 

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

• Could you please clarify when exactly you requested the withdrawal?   
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated 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

Hi Katarina

I am fully verified and I accumulated the winnings without bonus. You will see from the attached that I submitted first request on the 4th October which was cancelled by Mr Thrills which they admitted was in error and asked me to submit a new withdrawal which I did on oct 12th which is still in progress

Dear Geoghegankg,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. 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'm afraid I only ever spoke to the company on the live chat and I no longer have copies of the correspondence

Thank you very much, Geoghegankg, for your cooperation. I will now transfer your complaint to my colleague Karla ([email protected]) 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 Geoghegankg,

My name is Karla, and I will be assisting you with your case. I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I have contacted a representative from Mr. Thrills Casino by email to invite them to join this conversation and help resolve the payment issue.

Please note that the casino does not have an active account with us yet, so it might take a little longer for them to respond.

I kindly ask for your patience while we wait for their reply, and I assure you that I will continue monitoring your case closely until it is resolved.

Thank you very much for your understanding and cooperation.

Best regards,

Karla

Dear Geoghegankg,

Thank you very much for your patience and for keeping me informed.

I would like to let you know that Mr. Thrills Casino has replied to my email.

They stated that they are not currently working directly with casino review platforms, but have forwarded your case to their higher management for review.

In the meantime, could you please confirm whether you have received any update or communication directly from the casino regarding your withdrawal during this waiting period?

Your feedback will help me monitor the progress more accurately.

Thank you again for your cooperation and understanding — I’ll continue to follow up on your case closely.

Best regards,

Karla

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.

Thank you for your patience.

Unfortunately, I have tried to contact the casino repeatedly but had no success. Additionally, in one of their previous email, the casino clearly stated that they are not interested in cooperating with Casino Guru.

Without any cooperation from their side, I’m afraid there is not much that can be achieved. Therefore, I will mark this complaint as "unresolved" in our system.

I understand that this is not a satisfactory outcome. However, unresolved complaints negatively affect the casino’s rating, which may eventually motivate them to reconsider their approach. If the casino decides to respond at any point in the future, we will reopen the complaint immediately and you will be notified by email.

If you need any advice on possible next steps or alternative ways you might try to resolve the issue, feel free to let me know at any time ([email protected]).

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

Best regards,

Karla Mayfly