Thames Slots Casino - Player’s withdrawal is being delayed due to alleged VPN use.

I am submitting this complaint regarding Thames Slots Casino withholding my withdrawal of $2,275.

After requesting my withdrawal, the casino informed me that my account was being reviewed and later claimed that a VPN had been used on my account. I want to make it clear that I have never used a VPN or any location-masking software while accessing their website. All activity on my account was done from my normal internet connection and personal device.

I asked the casino to provide evidence supporting their allegation, including the specific IP address that was flagged, the timestamp of the activity, and the geolocation result that supposedly indicates VPN use. So far, they have not provided any concrete evidence to support their claim.

I have informed the casino that I am fully willing to cooperate with any verification process, including providing identification, proof of address, and confirmation of my IP location if required. My intention is simply to complete any necessary verification so that my legitimate withdrawal can be processed.

At this time, my withdrawal of $2,275 remains unpaid.

I am asking Thames Slots Casino to provide clear evidence of their claim or release my withdrawal. I respectfully request Casino Guru’s assistance in mediating this dispute and helping resolve the issue fairly.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. I will do my best to help you investigate the situation.

To better understand what happened, could you please provide a few additional details?

• Have you accessed your casino account from only one device, or have you used multiple devices (for example a phone, tablet, or another computer)?
• Have you ever accessed your account while travelling or staying outside your country of residence?
• Do you use any privacy tools that could affect your IP address (for example VPN software, proxy services, ad blockers with VPN features, or iCloud Private Relay)?
• Do you access the casino from a home internet connection, mobile data, or public networks such as hotel or café Wi-Fi?
• Has the casino requested any verification documents from you (KYC), and if so, have you already completed the verification process?
• Did the casino provide any explanation, screenshots, or evidence regarding the alleged VPN activity?
• What games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika