Mr. Thrills Casino - Pelaajan kotiutuspyyntö on peruttu.

Hello,

I've had a terrible experience with this casino. I initially made deposits that totally £1190. I then had a successful withdrawal via bank transfer of £2038.50. I submitted this withdrawal request on November 2nd and it was fulfilled on the 10th November.

I then made deposits totalling £1780. After this I had some successful wins and tried to make a withdrawal of £3630 to the same method as previous. I submitted the withdrawal request on the 17th of November, and after much chasing of customer service it was unexpectedly cancelled on today the 14th of December. I was given no reason as to why it was not fulfilled and cancelled which is very frustrating. I have no submitted a new request of £4380 which is the maximum it allows me to withdraw but this time I have submitted a request to withdraw to a bitcoin wallet in the hope that it is fulfilled. But unfortunately I don't hold out much hope.

My requests for withdrawal are below the threshold of 5x deposits/withdrawals as set out on their site.

They gave me an email to follow up with but every day I would email they would never respond. The email give was [email protected]. I don't think this email or website is legit.

If there is anything you can advise or can help with i would really appreciate it but I would advise anyone not to use this casino.

Regards

D***

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear DeltaOscar16,

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

• Have you made any successful withdrawals to your Bitcoin wallet before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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,

Kristina

Hello,

In response to the above

1. I have had successful withdrawals to my Bitcoin wallet before but with a different site. I had one successful withdrawal on this site via SEPA bank transfer. I still have the option to cancel the withdrawal and do so via SEPA.

2. My account is verified.

3. Winnings were accumulated through my deposited money ie not bonuses.

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DeltaOscar16,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina