Mr. Thrills Casino - Pelaajien kotiutuspyynnöt ovat viivästyneet.

I have submitted multiple withdrawal requests, but each one has been rejected without explanation. The last request was on April 10th, and nothing has happened since. I keep getting the runaround.

We had already requested one withdrawal which was credited to our account after a few days. Now, however, it says there's a constant security check.

When asked, the only answer given is that your money is safe with us and that we will take care of it.

Ich habe mehrfach eine Auszahlungsanfrage gestellt, diese wurde immer wieder abgebrochen ohne Angaben von Gründen. Die letzte anfrage war bzw ist vom 10 April und bisher passiert da gar nichts. Man wird immer nur vertröstet.

Wir hatten schon 1 Auszahlung beantragt die ging nach wenigen Tagwn auf unser Konto ein. Nun heist es aber permanent sicherheitsprüfung.

Auf Nachfeage bekommt man immer nur die Antwort ihr geld idt sicher bei uns, und man kümmere sich.

Important notice:

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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 SandraS,

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 fully understand the situation.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

One payment was requested on February 1, 2026, and was credited to the account after 5 days (see attachment).

KYC verification is complete and confirmed. (Withdrawal would otherwise not be possible.)

The profit was achieved with an active bonus (bonus was successfully wagered, approx. €7000).

Two withdrawals failed (without explanation)

Three withdrawal attempts were initiated on March 10, 2026 (approximately 21-day waiting period), and the process is still ongoing without explanation.

1 Auszahlung wurde beantragt am 1.2.2026 und wurde nach 5 Tagen auf dem Konto hut geschrieben ( Siehe Anhang )

Die KYC Verifizierung ist abgeschlossen und bestätigt. ( Geldauszahlung wäre sonst nicht möglich )

Der Gewinn wurde mit Aktivem Bonus erzielt ( Bonus wurde erfolgreich umgesetzt ca 7000 euro )

2x Auszahlung fehlgeschlagen ( Ohne Begründung)

3x Auszahlunhsversuch am 10.3.2026 veranlasst ( 21 Tage Wartezeit ca ) bis heute in Bearbeitung ohne Angaben von Gründen

Thank you for your reply and for providing the previous details, SandraS.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you been provided with any specific reasons for the rejection of your withdrawal requests?
• What documents were requested from you during the verification process?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The payout method was the same as for the first payout.

When I inquired, I was told there was no explanation. The field remained blank.

All I had to do was submit my ID card and a selfie.

I'm attaching the last chat.

Die Auszahlubsmethode war die selbe wie für die 1 Auszahlung.

Auf Nachfrage teile man mir mit das es keine Begründung gäbe. Das Feld blieb leer.

Ich musste lediglich meinen Personalausweis sowie ein selfie einreichen.

Den letzten Chat hänge ich an

Dear SandraS,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello SandraS,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

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.

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi