Thrill Casino - Player’s account is closed over alleged TOS breach.

i was tipped money and i withdrew it they are saying i breached TOS but wont tell me exactly whats going on i know for a fact receiving a tip and withdrawing isn't against TOS and they wont let me into my account where i had around $3,000 left

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please explain the situation regarding the "tip" in more detail? Is this feature available directly in the casino, and are there any specific rules or conditions associated with it? If you have any additional details (for example, a link, screenshot, or explanation from the casino), please forward them to me.
• Have you made any deposits into this casino?
• Have you played with the tip you received and wagered it sufficiently to become eligible for a withdrawal?
• Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?

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

Dear Andrew27,

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.

I'm sorry for the late response the tip feature is available for everyone to use i still haven't heard anything back from the casino thrill i have made a deposit i believe 2 of them and there is no play through with tips i was able to withdraw 7,000 out of the 10,000 they locked my account after that with around $3,000 left in it i keep getting told i broke TOS but they wont tell me how I've done so they just leave it at that or wont respond at all

Thank you for your responses.

Could you please forward the complete email you received from the casino on 11 January? Additionally, if you have received any more recent communication from the casino regarding the closure of your account, kindly forward that as well.

Please send all relevant emails to veronika.f@casino.guru, so we can review them as part of the investigation.

Dear Andrew27,

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.

Dear Andrew27

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Andrew27 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Thrill Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

i just tried to log on to thrill again and was presented a message saying it was closed due self exclusion which i did not do. i just want the money that was left in the account so i can move on to better casinos

Dear Andrew27, The casino has provided us with evidence that you have exploited a technical issue that arose during a recent direct integration with one of the casino's game providers. You were able to initiate a game round in one currency (for example, ARS) and subsequently switch to another currency mid-session (for instance, EUR), thereby receiving winnings in the second currency despite the original bet being placed in the first. It appears that this exploit was identified and deliberately repeated, with attempts made to bypass the casino's established safeguards. We want to emphasize that exploiting such vulnerabilities is not allowed and does not grant players the right to keep any gains resulting from such actions. This behavior undermines the core principles of fair gambling, which we strive to uphold. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding.

Kind regards,

Peter