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Hello, I already have very good contact with you and I am very satisfied, and once again a situation that really leaves me speechless. Signed up with a $300 bonus and won almost $5,000. So I was kicked out, and when I wanted to register, they blocked my account. I don't understand that at all, because all my bonus conditions are fulfilled. I want my prize, I hope you can help me. Also have a username and password for the account, and look forward to feedback.

Greetings Bianca 👍

Hallo, habe bereits sehr guten Kontakt zu Euch, und bin sehr zufrieden, und wieder mal eine Situation die mich echt sprachlos macht. Habe mich mit einem Bonus von 300 Dollar angemeldet, und habe damit knapp 5000 Euro als Gewinn erspielt. So bin dann auf einfach mal raus geflogen,als Ich mich dann anmelden wollte, haben die mir mein Konto gesperrt. Ich verstehe das ueberhaupt nicht, denn all meine Bonusbedingungen sind erfuellt. Moechte mein Gewinn haben, ich hoffe Sie koennen mir helfen. Habe auch Username und Passwort fuer das Konto, und freue mich auf Feedback.

Lieber Gruss Bianca 👍

Dear biancakorter74,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"Any free money given without requiring a deposit, e.g. a No-Deposit Coupon, loyalty bonus, VIP bonus, vanity card, manager deposit, competition/tournament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of 5x the bonus given e.g. R50 given; max cash out = R250 (Random Jackpots are also included). This rule is also valid when a customer's balance is positive at the time of redeeming the non-deposit bonus. After redeeming the bonus, the rule will only be annulled after the customer's balance has reached R0 again."

Do I understand correctly that your winnings have been accumulated solely from a Free/No Deposit bonus? Were your winnings cancelled completely or capped/reduced according to a maximum cash-out rule?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I used the bonus and played Lucha Libre 2 up to 4,990 euros and won. I was at 5,500 euros, wanted to continue playing, and when I was below 5,000 euros I could no longer access my account and was immediately blocked, no access to the money I had earned. If you can help me further, I would be very grateful. I would like to receive my prize.

Kind regards Bianca

Hallo ich habe dem Bonus benutzt und Lucha Libre 2 gespielt bis 4.990 Euro und gewonnen. Ich war bei 5.500 Euro, wollte weiter spielen, und als Ich unter 5.000 Euro war kam Ich nicht mehr in meinem Account, und wurde sofort gesperrt, kein Zugriff auf mein erspielten Geldes.Koennen Sie mir weiter helfen, waere Ihnen sehr dankbar. Moechte mein Gewinn gerne entgegen nehmen.

Lieber Gruss Bianca

Thank you very much, biancakorter74, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Thunderbolt Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello again, Bianca,

I am sorry to hear about your other unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Thunderbolt Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Thunderbolt Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get her account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

Wanted to know if you have already received an answer from this casino, just let me know if you have time...

Cheers Bianca

Hallo Branislav,

Wollte mal wissen ob Du schon eine Antwort von sem Casino bekommen hast, sag einfach Bescheid wenn Du Zeit hast ...

Lg Bianca

Unfortunately, no one has contacted me yet. Please, let's provide the casino with a few more days to respond.

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’.

Dear Bianca,

I am extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will close it as "rejected".

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thanks to Thunderbolt Casino Team for providing information and cooperation.

Best regards,

Branislav, Casino.Guru