Thames Slots Casino - Pelaajan kotiutus viivästyy väitetyn VPN-käytön vuoksi.

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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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.

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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

hello, thanks for your response

id be happy to answer all questions AND provide any evidence on this matter

1) I've only ever accessed it on my home computers or my personal cell phone.

2) i have NEVER accessed this platform outside of my area and never abroad, ony ever in my home area

3)i use ABSOLUTELY ZERO privacy tools and id be happy to provide any and all evidence to show ive never used or purchased and of these tools ever.

4) all access came from my personal home wifi and/or my cellphone data, i dont recall access it on another wifi network which I dont believe i did, but if I did it was all within my area

5) Yes the casino asked for my KYC documents which I submitted AND was successfully verified and was able to withdraw without a problem until they decided for no reason I broke terms, even though after my first withdrawal i only accessed the site to withdraw and not play any games

6) they have provided me personally ZERO evidence and just claimed they did their OWN internal investigation which is simply false because I did not break any terms

7) i ONLY played sports betting on their casino and no casino games at all

thanks for your understanding and I will be happy to provide any and all evidence you need on the matter as this is just wrong. please let me know if you need anything else

thanks,

Jordan

Thank you for your reply. To proceed with the investigation, kindly forward me the email you received from the casino regarding the confiscation of your winnings at veronika.f@casino.guru, along with all the other communication between you and the casino customer support that could be relevant to the investigation of your case. I appreciate your cooperation.

hello,

ive submitted what you requested by email

thanks,

Hello JordanM,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

hello,

this time frame keeps getting extended, after you last response about vacation this thread was extended another 7 days without reason?? whats going on???

Dear JordanM;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru, please resend all the needed documents to this email adress so i can continue helping with your complaint.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear JordanM,

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.

Ive forwarded the email to the new email,

thanks,

jordan

Dear JordanM,

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, Romi, (romana.r@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,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Thames Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Thames Slots Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi